ITIL 4 ITIL-4-Foundation Book

ITIL 4 Foundation Exam Questions and Answers

Question 77

Which is an activity of ‘problem identification’?

Analyzing information from software developers

Establishing problem workarounds

Analyzing the cause of problems

Establishing potential permanent solutions

Question 78

Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

Service desk

Continual improvement

Problem management

Incident management

Question 79

Where are the details of the required performance outcomes of a service denned?

Service level agreements

Service requests

Service components

Service offerings

Question 80

Which statement about the ‘continual improvement model’ is CORRECT?

Organizations should work through the steps of the model in the sequence in which they are presented

The flow of the model helps organizations to link improvements to its goals

The model is applicable to only certain parts of the service value system

Organizations should use an additional model or method to link improvements to customer value