7.1 Explain the Following ITIL Practices in Detail, Excluding How They Fit Within the Service Value Chain ITIL-4-FOUNDATION Practice Questions (Page 5)

Questions 21–25

1. 21foundation · easy

   Which activity is a key activity of the incident management practice?

   • ALogging, categorizing, and prioritizing incidents.
   • BAnalyzing trends of recurring incidents.
   • CNegotiating service level targets with customers.
   • DConducting post-implementation reviews of changes.
   Reveal Solution Discussion Select an answer first
2. 22expert · hard

   A company has a high number of incidents caused by a legacy system. The problem manager has identified a permanent fix, but it requires a major change that will cause downtime. The business is reluctant to approve the change because of the downtime. What should the problem manager do?

   • AEscalate the issue to the service desk to handle more incidents.
   • BCancel the fix and continue with the workaround indefinitely.
   • CPresent the business case, including the cost of incidents versus the cost of downtime, and propose a mitigation plan.
   • DProceed with the change anyway because it is the right thing to do.
   Reveal Solution Discussion Select an answer first
4. 23foundation · easy

   Which term is a key term in problem management?

   • AService level target
   • BWorkaround
   • CChange model
   • DService request
   Reveal Solution Discussion Select an answer first
5. 24foundation · easy

   Which term is a key term in service level management?

   • AIncident record
   • BWorkaround
   • CService level agreement (SLA)
   • DChange model
   Reveal Solution Discussion Select an answer first
6. 25expert · hard

   An IT service provider has an SLA with a customer that includes a target for incident resolution time. The provider has been meeting the target, but the customer is unhappy because they feel the provider is not proactive in preventing incidents. What should the provider do?

   • AIgnore the customer's feedback because the SLA is being met.
   • BTell the customer that proactive prevention is not part of the SLA.
   • CIncrease the incident resolution target to show better performance.
   • DReview the SLA to include proactive improvement activities and agree on new targets.
   Reveal Solution Discussion Select an answer first