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ITIL 4 Foundation Exam Sample Questions (Q267-Q272):
NEW QUESTION # 267
How are target resolution times used in the 'incident management' practice?
- A. They are established, reviewed, and reported to ensure that customers are happy with the service
- B. They are scheduled, assessed and authorized to reduce the risk of service failures
- C. They are agreed, documented, and communicated to help set user expectations
- D. They are initiated, approved, and managed to ensure that predictable responses are achieved
Answer: C
NEW QUESTION # 268
Which step of the continual improvement model includes baseline assessments?
- A. Did we get there?
- B. What is the vision?
- C. Where do we want to be?
- D. Where are we now?
Answer: D
NEW QUESTION # 269
Which service transition process provides guidance about converting data into information?
- A. Service asset and configuration management
- B. Knowledge management
- C. Service validation and testing
- D. Change evaluation
Answer: B
NEW QUESTION # 270
Which practice is most likely to benefit from the use of chatbots?
- A. Change enablement
- B. Continual improvement
- C. Service desk
- D. Service level management
Answer: C
NEW QUESTION # 271
Which 'service level management' activity helps staff to deliver a more business-focused service?
- A. Measuring low-level operational activities
- B. Understanding the ongoing requirements of customers
- C. Creating targets based on the percentage of uptime of a service
- D. Using complex technical terminology in service level agreements (SLAs)
Answer: B
NEW QUESTION # 272
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