ITILF

ITILF practice questions, page 14 of 22, with answer review and explanations.

Question 66

Which of the following is the BEST reason for categorizing incidents?

  1. To establish trends for use in problem management and other IT service management (ITSM) activities
  2. To ensure service levels are met and breaches of agreements are avoided
  3. To enable the incident management database to be partitioned for greater efficiency
  4. To identify whether the user is entitled to log an incident for this particular service

Question 67

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

  1. Yes: for information purposes, a known error record can be created at any time it is prudent to do so
  2. No: the Known Error should be created before the problem is logged
  3. No: a known error record is created when the original incident is raised
  4. No: a known error record should be created with the next release of the service

Question 68

Which of the following provide value to the business from service strategy? 1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful 2. Enabling the service provider to respond quickly and effectively to changes in the business environment 3. Support the creation of a portfolio of quantified services

  1. All of the above
  2. 1 and 3 only
  3. 1 and 2 only
  4. 2 and 3 only

Question 69

Which of the following would be examined by a major problem review? 1. Things that were done correctly 2. Things that were done incorrectly 3. How to prevent recurrence 4. What could be done better in the future

  1. 1 only
  2. 2 and 3 only
  3. 1, 2 and 4 only
  4. All of the above

Question 70

Which one of the following is the BEST description of a relationship in service asset and configuration management?

  1. Describes the topography of the hardware
  2. Describes how the configuration items (CIs) work together to deliver the services
  3. Defines which software should be installed on a particular piece of hardware
  4. Defines how version numbers should be used in a release