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

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Question # 97

What can be used to help determine the impact level of a problem?

A.

Definitive media library (DML)

B.

Configuration management system (CMS)

C.

Statement of requirements (SOR)

D.

Standard operating procedures (SOP)

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Question # 98

Which statement about the automation of service requests is CORRECT?

A.

Service requests that cannot be automated should be handled as incidents

B.

Service requests and their fulfillment should be automated as much as possible

C.

Service requests that cannot be automated should be handled as problems

D.

Service requests and their fulfillment should be carried out by service desk staff without automation

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Question # 99

Who is responsible for defining metrics for change management?

A.

The change management process owner

B.

The change advisory board (CAB)

C.

The service owner

D.

The continual service improvement manager

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Question # 100

Which practice forms a link between the service provider and the users of services?

A.

Change enablement

B.

Service level management

C.

Problem management

D.

Service desk

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Question # 101

Which value chain activity ensures the availability of service components?

A.

Improve

B.

Deliver and support

C.

Engage

D.

Obtain/build

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Question # 102

What is the purpose of problem management?

A.

Reduces the likelihood and impact of incidents

B.

Ensures services are restored as soon as possible

C.

Helps direct the incident to the correct support area

D.

Determines how the service provider is perceived

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Question # 103

What is a change schedule used for?

A.

To help plan emergency changes

B.

To help authorize standard changes

C.

To help assign a change authority

D.

To help manage normal changes

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Question # 104

Which process works with incident management to ensure that security breaches are detected and logged?

A.

Change management

B.

Service level management

C.

Access management

D.

Continual service improvement

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