7.1 Explain the Following ITIL Practices in Detail, Excluding How They Fit Within the Service Value Chain ITIL-4-FOUNDATION Practice Questions (Page 1)

Questions 1–5

1. 1expert · hard

   A service desk is receiving a high volume of calls about password resets, which is preventing analysts from handling more complex incidents. The service desk manager wants to reduce the call volume. What should the manager do?

   • AIncrease the password complexity to reduce the need for resets.
   • BImplement a self-service password reset portal and promote its use.
   • CRefuse to handle password reset calls and direct users to IT support.
   • DHire more service desk analysts to handle the calls.
   Reveal Solution Discussion Select an answer first
2. 2foundation · easy

   What is the primary purpose of the incident management practice?

   • ATo identify the root cause of incidents and eliminate it.
   • BTo fulfill user requests for new services.
   • CTo restore normal service operation as quickly as possible after an incident.
   • DTo prevent all incidents from occurring.
   Reveal Solution Discussion Select an answer first
4. 3application · medium

   A financial services firm notices that customers are repeatedly reporting the same login error after a recent identity platform update. Each report is logged as a separate incident and resolved individually with a temporary workaround. The service desk manager wants to reduce the volume of these recurring incidents. What should the manager do first?

   • AClose all duplicate incidents without investigation to reduce the queue.
   • BEscalate each incident to the identity platform team for a permanent fix.
   • CCreate a problem record to investigate the root cause of the recurring login error.
   • DUpdate the service level agreement to exclude login errors from response targets.
   Reveal Solution Discussion Select an answer first
5. 4foundation · easy

   Which activity is a key activity of the continual improvement practice?

   • AMonitoring service performance against targets.
   • BIdentifying improvement opportunities and prioritizing them.
   • CLogging and categorizing user requests for new services.
   • DDiagnosing the root cause of incidents.
   Reveal Solution Discussion Select an answer first
6. 5application · medium

   A user calls the service desk to request a new laptop because their current one is being reassigned to a new employee. The request is a standard offering with a defined fulfillment procedure. What is the most appropriate way to handle this request?

   • ACreate a service request and follow the standard fulfillment workflow.
   • BAsk the user to submit a change request to the change advisory board.
   • CTreat it as a problem and perform root cause analysis.
   • DLog it as an incident because the user cannot work without a laptop.
   Reveal Solution Discussion Select an answer first