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ITIL-4-Foundation Exam Dumps - ITIL 4 Foundation Exam

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Question # 81

Why should incidents be prioritized?

A.

To help automated matching of incidents to problems or known errors

B.

To identify which support team the incident should be escalated to

C.

To ensure that incidents with the highest business impact are resolved first

D.

To encourage a high level of collaboration within and between teams

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Question # 82

Which statement about known errors and problems is CORRECT?

A.

Known error is the status assigned to a problem after it has been analysed

B.

A known error is the cause of one or more problems

C.

Known errors cause vulnerabilities, problems cause incidents

D.

Known errors are managed by technical staff, problems are managed by service management staff

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Question # 83

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

SLAs, OLAs, and other underpinning agreements?

A.

Service-based SLA view

B.

Wholesale customer view

C.

Retail customer view

D.

Supporting services view

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Question # 84

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

A.

The problem record is deleted

B.

The problem remains in the known error status

C.

A change request is submitted to change control

D.

Problem management restores the service as soon as possible

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Question # 85

What three elements make up the Service Portfolio?

A.

Customer portfolio, service catalogue and retired services

B.

Customer portfolio, configuration management system and service catalogue

C.

Service pipeline, service catalogue and retired services

D.

Service pipeline, configuration management system and service catalogue

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Question # 86

Which organization delivers output or outcomes of a service?

A.

A service consumer delivers outcomes of the service

B.

A service provider delivers outcomes of the service

C.

A service consumer delivers outputs of the service

D.

A service provider delivers outputs of the service

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Question # 87

Which statement about IT service management is CORRECT?

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A.

It is performed by customers using a mix of IT systems, services and processes

B.

It is performed by IT service providers using a mix of suppliers and their products

C.

It is performed by the service desk using a mix of people, process and technology

D.

It is performed by IT service providers using a mix of people, process and technology

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Question # 88

Which service management dimension is focused on activities and how these are coordinated?

A.

Partners and suppliers

B.

Information and technology

C.

Value streams and processes

D.

Organizations and people

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