ITIL-4-Foundation Questions Bank

ITIL 4 Foundation Exam Questions and Answers

Question 13

Which is NOT a key focus of the 'information and technology' dimension?

Workflow management and inventory systems

Communication systems and knowledge bases

Roles and responsibilities

Security and compliance

Question 14

Which service level metrics are BEST for measuring user experience?

Single system-based metrics

Metrics for the percentage of uptime of a service

Operational metrics

Metrics linked to defined outcomes

Question 15

Which practice provides a single point of contact for users?

Incident management

Change control

Service desk

Service request management

Question 16

What should be done for every problem?

It should have a workaround to reduce the impact

It should be prioritized based on its potential impact and probability

It should be resolved so that it can be closed

It should be diagnosed to identify possible solutions