PeopleCert
ITIL 4 Foundation
Q1:
Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce me likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [p] and known errors.
○
A
events○
B
changes○
C
configuration items○
D
workarounds
PeopleCert
ITIL 4 Foundation
Q2:
When using the 'continual improvement model, which information should be produced by an organization to understand where the organization is now?
○
A
Business objectives○
B
Improvement plans○
C
Assessment results○
D
Measureable Targets
PeopleCert
ITIL 4 Foundation
Q3:
Which is a key requirement for successful service level agreements (SLAs)?
○
A
They should be written using language and terms which all parties will understand○
B
They should be based on system-based metrics which are useful to the service provider○
C
They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service○
D
They should avoid ambiguous targets such as those relating to user experience
PeopleCert
ITIL 4 Foundation
Q4:
Which of the following is included in the purpose of the 'continual improvement' practice?
○
A
The restoration of normal service operation as quickly as possible○
B
The establishment of links between the organization and its stakeholders at strategic and tactical levels○
C
The alignment of the organization's practices and services with changing business needs○
D
The reduction of the likelihood and impact of incidents
PeopleCert
ITIL 4 Foundation
Q5:
Which practice ensures that a variety of access channels are available for users to report issues?
○
A
Service desk○
B
Service level management○
C
Incident management○
D
Change enablement