ITIL 4 Foundation_ITIL Practices

Which is the purpose of the 'monitoring and event management' practice?

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

• To systematically observe services and service components, and record and report selected changes of state

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

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

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

• IT asset management

• Relationship management

• Release management

• Service desk

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

• To align the organization's practices and services with changing business needs

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

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

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

How should an organization include third-party suppliers in the continual improvement of services?

• Ensure suppliers include details of their approach to service improvement in contracts

• Require evidence that the supplier uses agile development methods

• Require evidence that the supplier implements all improvements using project management practices

• Ensure that all supplier problem management activities result in improvements

Which practice has a purpose that includes restoring normal service operation as quickly as possible?

• Supplier management

• Deployment management

• Problem management

• Incident management

What does the 'service request management' practice depend on for maximum efficiency?

• Compliments and complaints

• Self-service tools

• Problem management

• Processes and procedures

Identify the missing word in the following sentence. A known error is a problem that has been [?] and has not been resolved.

• Logged

• Analyzed

• Escalated

• Closed

Which practice is responsible for moving components to live environments?

• Change control

• Release management

• IT asset management

• Deployment management

What is defined as any valuable component that can contribute to the delivery of an IT product or service?

• Outcome

• Output

• IT asset

• Configuration item

How does ‘service request management’ contribute to ‘design and transition’ activity?

• By collecting user-specific request requirements

• By acquiring pre-approved service components

• By providing service request trend and quality information

• By initiating standard changes to fulfill service requests