An IT service provider has signed an SLA with a customer that includes a target for incident resolution time. Over the past month, the provider has consistently missed this target. What should the provider do?

Ignore the missed targets because they are only targets.

Blame the customer for submitting too many incidents.

Review the SLA targets and the underlying processes to identify improvement opportunities.

Immediately renegotiate the SLA to lower the target.

A service desk receives a call from a user who is frustrated because their issue has been passed between multiple support teams without resolution. The user wants a single point of contact. What should the service desk do?

Take ownership of the incident and coordinate the resolution with other teams.

Close the incident and reopen it as a new request.

Advise the user to contact the support teams directly.

Transfer the call to the last support team that worked on the issue.

A global company's service desk operates in multiple time zones. A user reports an issue outside of business hours, and the service desk is closed. What should the service desk do to ensure the user's needs are addressed?

Ask the user to call back during business hours and provide no alternative.

Provide a self-service portal where the user can log the issue and receive an acknowledgment.

Automatically escalate the issue to the problem management team.

Ignore the issue until the next business day without logging it.

A company wants to improve its service desk's first-contact resolution rate. The service desk manager proposes implementing a new knowledge management tool. The IT director wants to ensure that the improvement is sustainable and aligned with business goals. What should the IT director do first?

Approve the purchase of the knowledge management tool immediately.

Benchmark against other companies and copy their approach.

Ask the service desk manager to create a detailed project plan for the tool implementation.

Define the vision and current state using the continual improvement model.

A software company has identified a known error in a legacy application that causes occasional data corruption. The workaround is complex and requires manual intervention. The problem manager wants to reduce the impact of this known error. What should the problem manager do?

Ignore the issue until more incidents occur.

Submit a change request to implement a permanent fix.

Close the problem record because the workaround is documented.

Escalate the issue to the service desk for more training.

ITIL 4 Foundation

Domain 7Objective 1

7.1 Explain the Following ITIL Practices in Detail, Excluding How They Fit Within the Service Value Chain ITIL-4-FOUNDATION Practice Questions (Page 2)

Part of the Understand 7 ITIL practices domain, which accounts for 42.5% of the ITIL-4-FOUNDATION exam. PeopleCert does not publish an official question count, but from its 60-minute exam (~25–40 total, ~11–11 in this domain), expect 11–11 from this objective — we provide 35 practice questions to prepare you well beyond it. (estimate)

35questions here

7free pages

8concepts

42.5%of the exam

8 Concepts in This Objective

ITIL 4 practices overview
Continual improvement practice
Change enablement practice
Incident management practice
Problem management practice
Service request management practice
Service desk practice
Service level management practice

Questions 6–10

6application · medium
An IT service provider has signed an SLA with a customer that includes a target for incident resolution time. Over the past month, the provider has consistently missed this target. What should the provider do?
Select an answer first
7application · medium
A service desk receives a call from a user who is frustrated because their issue has been passed between multiple support teams without resolution. The user wants a single point of contact. What should the service desk do?
Select an answer first
8application · medium
A global company's service desk operates in multiple time zones. A user reports an issue outside of business hours, and the service desk is closed. What should the service desk do to ensure the user's needs are addressed?
Select an answer first
9expert · hard
A company wants to improve its service desk's first-contact resolution rate. The service desk manager proposes implementing a new knowledge management tool. The IT director wants to ensure that the improvement is sustainable and aligned with business goals. What should the IT director do first?
Select an answer first
10application · medium
A software company has identified a known error in a legacy application that causes occasional data corruption. The workaround is complex and requires manual intervention. The problem manager wants to reduce the impact of this known error. What should the problem manager do?
Select an answer first

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