Free ITIL ITIL-4-Foundation Practice Exam with Questions & Answers | Set: 3

By initially concentrating on the most complex tasks

By optimizing as much as possible first

By replacing human intervention wherever possible

By replacing the existing tools first

costs

users

value

performances

A backup server is being rebooted while services are running on the primary server

An application is not available during the business hours

A user has requested access to a shared repository

A user wants to reset the password of a server

Costs removed from the consumer are part of service consumption

Costs imposed on the consumer are costs of service utility

Costs removed from the consumer are part of the value proposition

Costs imposed on the consumer are costs of service warranty

Single system-based metrics

Metrics for the percentage of uptime of a service

Operational metrics

Metrics linked to defined outcomes

As an event

As a problem

As a service request

As a change request

A model used to determine who will assess a change

A person who approves a change

A tool used to help changes

A way to manage the people aspects of change

relationships with suppliers

configuration of services

skills of people

authorization of changes

1 and 2

2 and 3

3 and 4

1 and 4

Event

Incident

Problem

Known error

An unplanned interruption to a service, or reduction in the quality of a service

A cause, or potential cause, of one or more incidents

An incident for which a full resolution is not yet available

Any change of state that has significance for the management of a configuration item (CI)

Service request management

Problem management

Change control

Service level management

The service value chain converts value into demand

Each value chain activity uses different combinations of practices to convert inputs into outputs

Each value chain activity identifies a requirement for resources from an external supplier

The service value chain uses value streams to describe a combination of consumers and providers

Keep it simple and practical

Think and work holistically

Optimize and automate

Collaborate and promote visibility

Ask the user for their preferred resolution timeframe.

Assess the availability of the appropriate support team.

Use an agreed classification which is based on the business impact of the incident.

Create an order of incidents based on the dates and times when they were logged.