ITIL4 7 KEY ITIL PRACTICES EXAM
QUESTIONS AND ANSWERS
Which practice may involve the initiation of disaster recovery? - Correct Answers -
Incident management
Which statement about a practice describes service level management? - Correct
Answers -Establishes a shared view of the services and target service levels with
customers.
Which practice has policies for redirecting incidents and change requests? - Correct
Answers -Service Request management
Which statement about a practice describes the service desk? - Correct Answers -Is
focused on providing support for 'people and business' rather than simply technical
issues.
Which practice can be accessed peer-to-peer via forums? - Correct Answers -Service
Desk
Which practice may involve the initiation of disaster recovery? - Correct Answers -
Incident Management
Which statement about a practice describes the service desk? - Correct Answers -
provides a single point of contact for users.
which practice has policies for redirecting incidents and change requests? - Correct
Answers -Service Request management
which statement about a practice describes continual improvement? - Correct Answers -
Recommends that organizations develop competencies in methods and techniques that
meet their needs.
which practice is the responsibility of everyone in the organization? - Correct Answers -
Continual Improvement.
Which practice includes the classification and ownership of queries and request from
users? - Correct Answers -The service desk
QUESTIONS AND ANSWERS
Which practice may involve the initiation of disaster recovery? - Correct Answers -
Incident management
Which statement about a practice describes service level management? - Correct
Answers -Establishes a shared view of the services and target service levels with
customers.
Which practice has policies for redirecting incidents and change requests? - Correct
Answers -Service Request management
Which statement about a practice describes the service desk? - Correct Answers -Is
focused on providing support for 'people and business' rather than simply technical
issues.
Which practice can be accessed peer-to-peer via forums? - Correct Answers -Service
Desk
Which practice may involve the initiation of disaster recovery? - Correct Answers -
Incident Management
Which statement about a practice describes the service desk? - Correct Answers -
provides a single point of contact for users.
which practice has policies for redirecting incidents and change requests? - Correct
Answers -Service Request management
which statement about a practice describes continual improvement? - Correct Answers -
Recommends that organizations develop competencies in methods and techniques that
meet their needs.
which practice is the responsibility of everyone in the organization? - Correct Answers -
Continual Improvement.
Which practice includes the classification and ownership of queries and request from
users? - Correct Answers -The service desk
