Practice Test 1: ITIL® 4 Foundation
(Practice Exam #1) comprehensive
Questions and Answers with Verified
Solutions
Question 1:
Which describes the functionality offered by a product or service to meet
a particular need?
Answer:
Utility
Question 2:
How can you ensure the incidents with the highest business impact are
resolved first?
Answer:
Implement incident classification
Question 3:
Which incidents should be logged?
Answer:
Every incident should be logged
Question 4:
What is NOT a phase in problem management?
Answer:
Problem classification
, Question 5:
If a problem cannot be resolved quickly, you might wish to document and
implement a temporary solution to reduce the impact of the problem.
What is this known as?
Answer:
Workaround
Question 6:
How does 'service request management' contribute to the 'improve' value
chain activity?
Answer:
It analyzes data to identify opportunities to provide new service request
options
Question 7:
Fill in the blank. Service requests and their fulfillment should be [?] and
automated to the greatest degree possible.
Answer:
Standardized
Question 8:
Your smartphone isn't working properly. You call the toll-free number for
your service provider's support center. Which practice would you reach
that serves as the entry point for all contact between the service provider
and its users?
Answer:
Service desk
(Practice Exam #1) comprehensive
Questions and Answers with Verified
Solutions
Question 1:
Which describes the functionality offered by a product or service to meet
a particular need?
Answer:
Utility
Question 2:
How can you ensure the incidents with the highest business impact are
resolved first?
Answer:
Implement incident classification
Question 3:
Which incidents should be logged?
Answer:
Every incident should be logged
Question 4:
What is NOT a phase in problem management?
Answer:
Problem classification
, Question 5:
If a problem cannot be resolved quickly, you might wish to document and
implement a temporary solution to reduce the impact of the problem.
What is this known as?
Answer:
Workaround
Question 6:
How does 'service request management' contribute to the 'improve' value
chain activity?
Answer:
It analyzes data to identify opportunities to provide new service request
options
Question 7:
Fill in the blank. Service requests and their fulfillment should be [?] and
automated to the greatest degree possible.
Answer:
Standardized
Question 8:
Your smartphone isn't working properly. You call the toll-free number for
your service provider's support center. Which practice would you reach
that serves as the entry point for all contact between the service provider
and its users?
Answer:
Service desk
