ITIL V4 Exam Questions and Answers
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How does categorization of incidents assist incident management? - It
helps direct the incident to the correct support area
What value chain activity creates service components? - Obtain/Build
What is the definition of warranty? - The a...
incident management - ✔✔it can provide automated matching of incidents
to problems or known errors
what is the first step of the guiding principle 'focus on value' - ✔✔determine
who the service consumer is in each situation
which practice provides a single point of contact for users - ✔✔service desk
what is a standard change - ✔✔a change that doesn't need risk
assessment because the procedure has been pre-authorized
which guiding principle recommends organizing work into smaller,
manageable sections that can be executed and completed in a timely
manner - ✔✔progress iteratively with feedback
what is the purpose of 'supplier management' - ✔✔to ensure that the
organization's suppliers and their performance are managed appropriately
to support the provision of seamless, quality products and services
which describes the nature of the guiding principles - ✔✔a guiding principle
can guide an organization in all circumstances
which is NOT a key focus of the 'information and technology' dimension
1. security and compliance
2. communication systems and knowledge bases
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