ITIL 4 Foundation Sample 1

Which practice is responsible for moving components to live environments?

• Change enablement

• Release management

• IT asset management

• Deployment management

Which practice includes the classification and ownerships of queries and requests from users?

• Service desk

• Incident management

• Change enablement

• Service level management

Which practices identifies metrics that reflect the customer's experience of a service?

• Continual improvement

• Service desk

• Service level management

• Problem management

What is the PRIMARY use of change schedule?

• To support 'incident management' and improvement planning

• To manage emergency changes

• To plan changes and help avoid conflicts

• To manage standard changes

Which service management dimension is focused on activities and how these are coordinated?

• Organizations and people

• Information and technology

• Partners and suppliers

• Value streams and processes

How does categorization of incidents assist the ‘incident management’ practice?

• It helps direct the incident to the correct support area

• It determines the priority assigned to the incident

• It ensures that incidents are resolved in timescales agreed with the customer

• It determines how the service provider is perceived