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ITIL 4 Foundation Exam Sample Questions (Q148-Q153):

NEW QUESTION # 148
In which situation will incident management USUALLY use a separate process?

A. Where the cause must be diagnosed
B. For information security incidents
C. Where no target resolution time exists
D. For low impact incidents

Answer: B

NEW QUESTION # 149
Which practice provides visibility of the organization's services by capturing and reporting on service performance?

A. Service level management
B. Service desk
C. Service request management
D. Service configuration management

Answer: A

NEW QUESTION # 150
Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce me likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [p] and known errors.

A. changes
B. events
C. configuration items
D. workarounds

Answer: D

Explanation:
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors1. Workarounds are temporary solutions that reduce or eliminate the impact of an incident or problem for which a full resolution is not yet available2. Known errors are problems that have a documented root cause and a workaround3. Reference: ITIL Foundation - ITIL 4 Edition, page 15; ITIL 4 - A Pocket Guide, page 35; ITIL 4 Practice Guide: Problem Management, page 7.

NEW QUESTION # 151
Which is one of the five aspects of service design?

A. Management policy for business case creation
B. Management information systems and tools
C. Risk analysis and management approach
D. Corporate governance and policy

Answer: B

NEW QUESTION # 152
What is a definition of a service improvement plan (SIP)?

A. An input from financial management for IT services to service level management, detailing the budget plan D18912E1457D5D1DDCBD40AB3BF70D5D
B. A formal plan to implement improvements to a customer's business processes
C. A formal plan to implement improvements to a service or process
D. An input from availability management to service level management, detailing the service design plan

Answer: C

NEW QUESTION # 153
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