Newly Released ITIL ITIL-4-Foundation Exam PDF

ITIL 4 Foundation Exam Questions and Answers

Question 133

What is a definition of a problem?

An unplanned interruption to a service, or reduction in the quality of a service

A cause, or potential cause, of one or more incidents

An incident for which a full resolution is not yet available

Any change of state that has significance for the management of a configuration item (CI)

Question 134

What term is used to describe whether a service will meet availability, capacity and security requirements?

Outcomes

Value

Utility

Warranty

Question 135

Which practices is MOST associate with the use of empathy to understand users?

Service desk

Continual improvement

Service level management

Change enablement

Question 136

Which statement about the ‘service request management’ practice is CORRECT?

Service requests are fulfilled using simple workflows

A new workflow is created for each type of request

Additional approval is sometimes needed for restoration of service

Financial authorization is sometimes required for service requests