Here you have the best ITIL ITILFND V4 practice exam questions
How are target resolution times used in the 'incident management' practice?
Target resolution times are agreed, documented, and communicated to help set user expectations. This practice is essential in incident management as it ensures that all parties are aware of the expected time frames for resolving incidents, which helps in managing user expectations and maintaining trust.
Why should some service requests be fulfilled with no additional approvals?
Service requests should be fulfilled with no additional approvals to streamline the fulfillment workflow. By eliminating unnecessary approval steps, the process becomes more efficient, allowing requests to be completed faster. This approach is beneficial for predefined and routine service requests that do not require complex evaluations or significant resource allocation.
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
Service management refers to a set of specialized organizational capabilities aimed at enabling value for customers in the form of services. This definition aligns precisely with the terminology used in IT service management frameworks and best practices.
Which gives a user access to a system?
Service provision refers to the activities carried out by an organization to provide services to users, including the management and configuration of resources to ensure that access to these services is granted. This fits the context of providing a user access to a system, making it the most appropriate answer.
Which statement about managing incidents is CORRECT?
Low impact incidents should be resolved efficiently so that the resources required are reduced. This is essential to prevent low impact incidents from consuming excessive resources that could be better allocated elsewhere, ensuring the overall efficiency of the incident management process.