ISO 20000 Certification ITIL Foundation 4 3

Question 1

Which ITIL 4 dimension considers data management policies and information security controls?

Accepted Answer

Information and technology

Answer

The 'Information and technology' dimension covers information, knowledge, and the technologies required to deliver and manage services.

Question 2

A company wants to recover IT services within 4 hours of a major disaster. Which ITIL 4 practice governs this objective?

Accepted Answer

Service Continuity Management

Answer

IT Service Continuity Management ensures that service availability and performance can be maintained at agreed minimum levels following a disaster.

Question 3

In ITIL 4, what distinguishes a 'problem' from an 'incident'?

Accepted Answer

A problem is the underlying cause of one or more incidents

Answer

A problem is the unknown cause of one or more incidents, whereas an incident is an unplanned interruption or reduction in service quality.

Question 4

Which ITIL 4 guiding principle emphasizes the importance of including all stakeholders in decisions?

Accepted Answer

Collaborate and promote visibility

Answer

'Collaborate and promote visibility' stresses working together across boundaries and sharing information to make better decisions.

Question 5

What is a 'known error' in ITIL 4 Problem Management?

Accepted Answer

A problem with a documented root cause and workaround

Answer

A known error is a problem where the root cause has been identified and a workaround documented, even if no permanent fix has been applied.

ISO 20000 Certification Practice Test