Question 1

Which is the BEST type of resource for investigating complex incidents?

Options :

A : Self-help systems

B : Knowledgeable support staff

C : Detailed work instructions

D : Disaster recovery plans

Answer: B

Question 2

What is an example of an action a service request management employee would undertake as part of the 'design and transition' activity?

Options :

A : Ensuring users continue to be productive when they need assistance from the service provider

B : Collecting user-specific requirements, setting expectations, and providing status updates

C : Acquiring pre-approved service components to help fulfill service requests

D : Initiating standard changes to fulfill service requests

Answer: D

Question 3

What is the purpose of problem management?

Options :

A : Reduces the likelihood and impact of incidents

B : Ensures services are restored as soon as possible

C : Helps direct the incident to the correct support area

D : Determines how the service provider is perceived

Answer: A

Question 4

Which term relates to service levels aligned with the needs of service consumers?

Options :

A : Service management

B : Warranty

C : Cost

D : Utility

Answer: B

Question 5

What is an incident?

Options :

A : The planned removal of an item that might affect a service

B : A result enabled by one or more outputs

C : A possible future event that could cause harm

D : A service interruption resolved by the use of self-help tools

Answer: D

Free ITIL-4-Foundation Mock Exam – Practice Online Confidently