Free ITIL ITIL-4-Foundation Practice Exam with Questions & Answers | Set: 2

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

To observe services and service components

To protect the information needed by the organization to conduct its business

To plan and manage the full lifecycle of all IT assets

Service configuration management

Problem management

Service level management

Change control

Meeting expectations for quality, costs and time-to-market

Ensuring the continual improvement of services

Ensuring that the organization's vision is understood

Providing transparency and good relationships

Immediate escalation

Specialist teams

A separate process

Third party support

It enables the reassessment of known erros

It enables quick and efficient diagnosis of incidents

It removes the need for collaboration during incident resolution

It removes the need for regular customer updates

Each time the standard change is implemented

When the procedure for the standard change is created

At least once a year

When an emergency change is requested

3 and 4

2 and 3

1 and 4

1 and 2

Whenever the workaround is used

Whenever the problem is resolved

Whenever the workaround becomes a known error

Whenever the problem is prioritized

Use a single workflow for all types of service request

Leverage existing workflows whenever possible

Use different workflows for each type of service request

Avoid workflows for simple service requests

plans

measurement

process

tools

Change control

Continual improvement

Problem management

Service desk

Investor and consumer

Investor and supplier

Consumer and provider

Provider and supplier

Service desk

Problem management

Incident management

Change control

The ‘improve’ value chain activity

The ‘continual improvement register’

The ‘continual improvement model’

The ‘engage’ value chain activity

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

To capture demand for incident resolution and service requests

To set clear business-based targets for service performance

To maximize the number of successful IT changes by ensuring risks are properly assessed