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ITIL – Foundation (v4) Questions and Answers

Question 13

Which practice provides support for managing feedback, compliments and complaints from users?

Change control

Service request management

Problem management

Incident management

Question 14

Which usually requires a team of representatives from many stakeholder groups?

Fulfilling a service request

Authorizing an emergency change

Logging a new problem

Investigating a major incident

Question 15

What is the purpose of the ‘problem management’ practice?

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

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

To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services

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

Question 16

Which service catalogue view is considered beneficial when constructing the relationship between services,

SLAs, OLAs, and other underpinning agreements?

Service-based SLA view

Wholesale customer view

Retail customer view

Supporting services view