A service desk manager notices that many service requests are not being fulfilled within the agreed time. The requests are standard, but the fulfillment process involves multiple teams. What should the manager do?

Change the service level targets to match current performance.

Escalate the issue to the problem management team.

Analyze the fulfillment process to identify bottlenecks and improve it.

Increase the number of staff in each team to speed up fulfillment.

What is the scope of the seven ITIL 4 practices covered in this unit?

They cover the full lifecycle of services from strategy to operation.

They focus exclusively on the technology components of IT services.

They are only relevant to organizations that provide external services to customers.

They address the management of all types of services, including IT and non-IT services.

An IT department and a business unit are negotiating a new service level agreement for a customer relationship management system. The business unit wants a 99.9% availability target, but the IT department believes this is unrealistic given the current infrastructure. What should the IT department do?

Escalate the issue to the problem management team to resolve.

Refuse to discuss the target and set a lower one unilaterally.

Discuss the business requirements and propose a realistic target based on current capabilities and improvement plans.

Agree to the target and hope the infrastructure can support it.

What is the purpose of the service level management practice?

To provide a single point of contact for users.

To set clear business-based targets for service performance.

To manage the lifecycle of all user requests.

To ensure that changes are implemented with minimal risk.

What is the purpose of the problem management practice?

To reduce the likelihood and impact of incidents by identifying their root causes.

To restore service operation quickly after an incident.

To ensure changes are implemented with minimal risk.

To handle user requests for information or standard services.

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 7)

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 31–35

31expert · hard
A service desk manager notices that many service requests are not being fulfilled within the agreed time. The requests are standard, but the fulfillment process involves multiple teams. What should the manager do?
Select an answer first
32foundation · easy
What is the scope of the seven ITIL 4 practices covered in this unit?
Select an answer first
33application · medium
An IT department and a business unit are negotiating a new service level agreement for a customer relationship management system. The business unit wants a 99.9% availability target, but the IT department believes this is unrealistic given the current infrastructure. What should the IT department do?
Select an answer first
34foundation · easy
What is the purpose of the service level management practice?
Select an answer first
35foundation · easy
What is the purpose of the problem management practice?
Select an answer first

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