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ITIL 4 Foundation the 7 Key Practices Exam Questions and Answers
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ITIL 4 Foundation the 7 Key Practices Exam Questions and Answers
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ITIL 4 Foundation the 7 Key PracticesExam Questions and Answers
Continual Improvement - Answer-This practice keeps a register to track and manage
opportunities.
Continual Improvement - Answer-SWOT analysis is used with this practice.
Continual Improvement - Answer-Quick wins from "low-hanging fruit" tasks are an
aspect of this practice
Service Level Agreement - Answer-A documented agreement between a service
provider and a customer that identifies both services required and the expected level of
service. They are used to measure the performance of services from the customer's
point of view. However, the document must reflect business context.
Service Level Management - Answer-This practice uses SLAs to document both the
quality and the quantity of a service, and to establish a shared view of the services and
target performance levels with customers
Service Level Management - Answer-Maintains a catalog of services, and tracks both
operational and business metrics
Metric - Answer-A measurement or calculation that is monitored or reported for
management and improvement. In the Service Level Management practice, these are
classified as
Change Authority - Answer-A ____________ ______________is the person or group
who authorizes a change. It's important that the right ___________ _______________
is assigned to each type of change.
Change - Answer-The addition, modification, or removal of anything that could have a
direct or indirect effect on services.
Standard Changes - Answer-• Low-risk, pre-authorized, routine changes.
• Well-understood and fully documented.
• Implemented without needing additional
authorization.
• Risk assessment repeated only if there is a modification to the way it is carried out.
Normal Changes - Answer-• Using a standard process, these changes are scheduled,
assessed, and authorized.
• Change models determine the roles for assessment and authorization.
• Initiation of this type of change is triggered by the creation of a change request.
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