Passed Exam Today ITIL-4-Foundation

ITIL 4 Foundation Exam Questions and Answers

Question 113

What is the purpose of the 'relationship management' practice?

To support the agreed quality of a service handling all agreed, userinitiated service requests

To set clear business-based targets for service performance

To establish and nurture the links between the organization and its stakeholders

To align the organization's practices and services with changing business needs

Question 114

Which TWO statements about the 'service request management' practice are CORRECT?

1. Service requests are part of normal service delivery

2. Complaints can be handled as service requests

3. Service requests result from a failure in service

4. Normal changes should be handled as service requests

3 and 4

2 and 3

1 and 4

1 and 2

Question 115

What is the purpose of the 'information security management1 practice?

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

To observe services and service components

To protect the information needed by the organization to conduct its business

To plan and manage the full lifecycle of all IT assets

Question 116

Which practice provides a single point of contact for users?

Incident management

Change control

Service desk

Service request management