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

Questions 16–20

1. 16application · medium

   A retail company plans to update its payment processing system during a low-traffic window. The change is classified as standard and has a pre-approved procedure. During implementation, the change team notices an unexpected error that could affect transaction processing. What should the change team do?

   • AStop the change and follow the remediation plan defined in the change procedure.
   • BContinue with the change as planned because it is pre-approved.
   • CImmediately revert to the previous version without notifying stakeholders.
   • DLog the error as an incident and continue the change to meet the schedule.
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2. 17application · medium

   A user reports that they cannot access their email. The service desk analyst tries a few standard fixes but cannot resolve the issue. The analyst suspects the issue may affect other users. What should the analyst do?

   • AKeep working on the issue alone until it is resolved.
   • BCreate a problem record immediately without further investigation.
   • CClose the incident and ask the user to try again later.
   • DEscalate the incident to the appropriate support team and inform the service desk manager.
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4. 18foundation · easy

   Which term is associated with the change enablement practice?

   • AService request
   • BProblem
   • CChange authority
   • DIncident
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5. 19foundation · easy

   What is the purpose of the service desk practice?

   • ATo capture demand for incident resolution and service requests.
   • BTo identify the root cause of problems.
   • CTo manage the lifecycle of all user requests for services.
   • DTo ensure that changes are assessed and approved.
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6. 20expert · hard

   A major incident occurs, and the service desk is overwhelmed with calls. The incident manager wants to ensure that the incident is resolved quickly and that communication is effective. What should the incident manager do?

   • AAssign a dedicated incident team and establish a communication plan.
   • BImmediately create a problem record to find the root cause.
   • CClose all other incidents to focus on the major incident.
   • DAsk the service desk to handle the incident as normal and escalate only if needed.
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