ITIL 4 Foundation - Practices

What is the purpose of the 'problem management' practice?

• A. To protect the information needed by the organization to conduct its business

• B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

• C. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services

• D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Which practice would help a user gain access to an application that they need to use?

• A. Service configuration management

• B. Change control

• C. Service request management

• D. Service level management

Why should some service requests be fulfilled with no additional approvals?

• A. To ensure that spending is properly accounted for

• B. To ensure that information security requirements are met

• C. To streamline the fulfilment workflow

• D. To set user expectations for fulfilment times

Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

• A. Problem management

• B. Supplier management

• C. Release management

• D. Service desk

What is a change schedule PRIMARILY used for?

• A. To help plan, authorize and schedule emergency changes

• B. To publish a list of service requests that users can select

• C. To ensure that a single change authority reviews every change

• D. To help plan changes, assist in communication and avoid conflicts

Which two practices use workarounds?

• A. Change control and continual improvement

• B. Change control and problem management

• C. Problem management and incident management

• D. Incident management and continual improvement

Which statement about the 'change control' practice is CORRECT?

• A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process

• B. Normal changes are triggered by the creation of a change request which can be created manually or automated

• C. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly

• D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

Which is a purpose of the 'service desk' practice?

• A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

• B. To be the entry point and single point of contact for the service provider with all of its users

• C. To support the agreed quality of a service by handling all pre- defined, user-initiated service requests

• D. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

What are the three phases of 'problem management'?

• A. Problem logging, problem classification, problem resolution

• B. Incident management, problem management, change control

• C. Problem identification, problem control, error control

• D. Problem analysis, error identification, incident resolution

What is defined as an unplanned interruption or reduction in the quality of a service?

• A. An incident
• B. A problem
• C. A change
• D. An event