Complete ITIL-4-Foundation ITIL Materials

ITIL 4 Foundation Exam Questions and Answers

Question 117

Which activity captures the demand for incident resolution and service requests?

Change control

Problem management

Service desk

Service catalogue management

Question 118

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

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

Question 119

Which guiding principle recommends coordinating all dimensions of service management?

Start where you are

Think and work holistically

Keep it simple and practical

Progress iteratively with feedback

Question 120

How does a service consumer contribute to the reduction of disk?

By paying for the service

By managing server hardware

By communicating constraints

By managing staff availability