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ITIL 4 ITIL-4-Foundation Book

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Question 120

Which service transition process provides guidance about converting data into information?

Options:

A.

Change evaluation

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B.

Knowledge management

C.

Service validation and testing

D.

Service asset and configuration management

Question 121

How does customer engagement contribute to the 'service level management' practice?

1.It captures information that metrics can be based on

2.It ensures the organization meets defined service levels

3.It defines the workflows for service requests

4.It supports progress discussions

Options:

A.

1 and 4

B.

3 and 4

C.

2 and 3

D.

1 and 2

Question 122

Which is the correct combination of items that makes up an IT service?

Options:

A.

Customers, providers and documents

B.

Information technology, people and processes

C.

Information technology, networks and people

D.

People, processes and customers

Question 123

Which statement about the known error database (KEDB) is CORRECT?

Options:

A.

It is maintained by the service desk and updated with the details of each new incident

B.

It is a part of the configuration management database (CMDB) and contains workarounds

C.

It is maintained by problem management and is used by the service desk to help resolve incidents

D.

It is maintained by incident management and contains solutions to be implemented by problem

management

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Exam Code: ITIL-4-Foundation
Exam Name: ITIL 4 Foundation Exam
Last Update: Dec 28, 2024
Questions: 542
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