ITIL 4 - Exam Preparation2

Question 1

a. They agreed

Answer 1

documented

Question 2

b. They are established

Answer 2

reviewed

Question 3

c. They are initiated

Answer 3

approved

Question 4

d. They are scheduled

Answer 4

assessed and authorized to reduce the risk of service failures

Question 5

a. Low impact incidents should be resolved efficiently

Answer 5

making logging unnecessary

Question 6

b. The activities

Answer 6

workflows

Question 7

c. The information created

Answer 7

managed and used in the course of service provision and consumption

Question 8

b. Review how an improvement initiative can be organized into smaller

Answer 8

manageable sections that can be completed in a timely manner

Question 9

c. Ability to work from multiple locations

Answer 9

geographically dispersed

Question 10

Which dimension is MOST concerned with skills

Answer 10

competencies

Question 11

d. Service requests are usually formalized using standard procedures for initiation

Answer 11

approval and fulfilment

Question 12

Which dimension focuses on relationships with other organizations that are involved in the design

Answer 12

development

Question 13

What actions does a service desk takes for all issues

Answer 13

queries and requests that are reported to them?;

Question 14

a. Schedule

Answer 14

assess

Question 15

b. Diagnose

Answer 15

investigate

Question 16

c. Initiate

Answer 16

approve

Question 17

d. Acknowledge

Answer 17

classify

Question 18

In service relationships

Answer 18

what is a benefit of identifying consumer roles?;

Question 19

What terms is used to describe whether a service will meet availability

Answer 19

capacity and security requirements?;

Question 20

d. Engaging every stakeholder group in the same way

Answer 20

with the same communication

Question 21

What varies in size and complexity

Answer 21

and uses functions to achieve its objectives?;

Question 22

Which practice ensures that any addition

Answer 22

modification

Question 23

Which practice has a purpose that includes managing risks to confidentiality

Answer 23

integrity and availability?;