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ITIL 4 Foundation Exam Questions and Answers

Question 93

What are the three phases of 'problem management'?

Problem identification, problem control, error control

Problem analysis, error identification, incident resolution

Problem logging, problem classification, problem resolution

Incident management, problem management, change control

Question 94

Which statement about outcomes is CORRECT?

An outcome can be enabled by more than one output

Outcomes are how the service performs

An output can be enabled by one or more outcomes

An outcome is a tangible or intangible activity

Question 95

What should all 'continual improvement' decisions be based on?

Accurate and carefully analysed data

Details of how services are measured

A recent maturity assessment

An up-to-date balanced scorecard

Question 96

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

Incident management

Continual improvement

Service request management

Problem management