WGU C846 - ITIL 4 Foundation Sample Paper, Questions and answers, 100% Accurate. VERIFIED

What is the effect of increased automation on the 'service desk' practice? A. Greater ability to focus on customer experience when personal contact is needed B. Decrease in self-service incident logging and resolution C. Increased ability to focus on fixing technology instead of supporting people D. Elimination of the need to escalate incidents to support teams A. Correct. Greater ability to focus on customer experience when personal contact is needed. Which term describes the functionality offered by a service? A. Cost B. Utility C. Warranty D. Risk B. Correct. Utility. Which is the purpose of the 'monitoring and event management' practice? A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed B. To systematically observe services and service components, and record and report selected changes of state C. To protect the information needed by the organization to conduct its business D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible