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What is the MAIN benefit of 'problem management'?
A. Reducing the number and impact of incidents
B. Restoring normal service as quickly as possible
C. Maximizing the number of successful changes
D. Managing workarounds and known errors
Answer: D
NEW QUESTION # 90
Which is an activity of the 'problem management' practice?
A. Authorization of changes to resolve the cause of problems.
B. Resolution of incidents in a time that meet customer expectations
C. Restoration of normal service operation as quickly as possible
D. Prioritization of problems based on the risk that they pose
Answer: D
NEW QUESTION # 91
Which dimension of service management considers the workflows and controls needed to deliver services?
A. Information and technology
B. Organization and people
C. Value streams and processes
D. Partners and suppliers
Answer: C
NEW QUESTION # 92
Which practice conducts reviews to validate that services are covering the needs of the customer?
A. Service desk
B. Monitoring and event management
C. Change enablement
D. Service level management
Answer: D
Explanation:
The purpose of the service level management practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets1. This practice conducts reviews to validate that services are covering the needs of the customer and to identify areas for improvement2. Reference: ITIL Foundation - ITIL 4 Edition, page 16; ITIL 4 - A Pocket Guide, page 37; ITIL 4 Practice Guide: Service Level Management, page 7.
NEW QUESTION # 93
Which practices is MOST associate with the use of empathy to understand users?
A. Continual improvement
B. Change enablement
C. Service desk
D. Service level management
Answer: C
NEW QUESTION # 94
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