ITIL-4-FOUNDATION TEST QUIZ & ITIL-4-FOUNDATION EXAM PREP

ITIL-4-Foundation Test Quiz & ITIL-4-Foundation Exam Prep

ITIL-4-Foundation Test Quiz & ITIL-4-Foundation Exam Prep

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ITIL 4 Foundation Exam Sample Questions (Q185-Q190):

NEW QUESTION # 185
Which practice is most likely to benefit from the use of chatbots?

  • A. Change enablement
  • B. Service level management
  • C. Continual improvement
  • D. Service desk

Answer: D


NEW QUESTION # 186
Which practice provides a communications point for users to report operational issues, queries and requests?

  • A. Relationship management
  • B. Continual improvement
  • C. Incident management
  • D. Service desk

Answer: D

Explanation:
Explanation
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
https://www.bmc.com/blogs/itil-service-desk/


NEW QUESTION # 187
What is the PRIMARY use of a change schedule?

  • A. To support the 'incident management' practice and improvement planning
  • B. To manage emergency changes
  • C. To plan changes and help avoid conflicts
  • D. To manage standard changes

Answer: C


NEW QUESTION # 188
How is a continual improvement register used?

  • A. To organize past, present, and future improvement ideas
  • B. To provide a structured approach to implementing improvements
  • C. To record requests for provision of a resource or service
  • D. To authorize changes to implement improvement initiatives

Answer: B

Explanation:
The ITIL continual improvement model, which provides organizations with a structured approach to implementing improvements
https://www.bmc.com/blogs/itil-continual-improvement/


NEW QUESTION # 189
Which statement about the 'incident management' practice is CORRECT?

  • A. It maintains detailed procedures for diagnosing incidents.
  • B. It authorizes changes to resolve incidents.
  • C. It identifies the cause of major incidents.
  • D. It resolves the highest impact incidents first.

Answer: D

Explanation:
Reference: https://www.bmc.com/blogs/itil-incident-management/


NEW QUESTION # 190
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