ITIL Management Practices

A service desk team is overwhelmed by repeated incidents caused by a known software bug that the vendor has not yet patched. The IT manager wants to reduce the number of incidents without waiting for the vendor. Which ITIL practice would directly help in reducing the impact of this known issue?

A company is designing a new service and wants to ensure that all IT services are described in a consistent manner. Which practice provides the framework for documenting service descriptions, including their functional and operational characteristics?

An organization wants to improve its ability to detect and respond to security incidents. Which practice should be enhanced to achieve this objective?

A service provider is implementing a new monitoring tool to track the performance of critical services. The tool will send alerts when performance thresholds are breached. Which practice is primarily responsible for defining these thresholds and acting on the alerts to ensure service performance?

A company is undergoing a major organizational change that will affect several IT services. The change manager wants to ensure that all changes are assessed for risk and that the change schedule is maintained. Which practice provides the formal process for managing changes in a controlled manner?

Which TWO of the following are objectives of Supplier Management?

Which THREE of the following are key activities of Service Configuration Management?

Refer to the exhibit. The service desk has resolved a high-priority incident by restarting the mail server, but the problem record shows three related incidents. What should the problem manager do next?

Refer to the exhibit. The monthly report shows that the availability target was met but the response time target was not. What should the service provider do to improve response time?

A service desk team is receiving an increasing number of incidents related to a recently deployed application. Initial analysis shows that many incidents are due to users not understanding how to use the application's new features. According to ITIL 4, which practice would be MOST effective in reducing these incidents?

An organization is designing a new service. The service owner wants to ensure that the service can be operated within agreed service levels. Which ITIL management practice should be applied to define the acceptable performance levels?

A software company is experiencing frequent production outages due to unauthorized changes. Which practice should be implemented to improve control over changes?

An IT team wants to prioritize incidents based on business impact and urgency. Which ITIL practice provides the framework for classifying and handling incidents?

Which TWO of the following are purposes of the Supplier Management practice?

You are the IT service manager for a mid-sized e-commerce company. The company has been experiencing intermittent service outages affecting the checkout process during peak hours. The monitoring system shows that the application server's CPU utilization spikes to 95% during these periods. The database server appears healthy. The incident management team has been creating multiple incidents for each outage, but no permanent fix has been implemented. The problem management team has identified that the application server's auto-scaling configuration is not triggering correctly due to a misconfigured threshold. However, changing the threshold requires a change request that must be approved by the Change Advisory Board (CAB), which meets only once a week. The business is losing revenue with each outage. What should you do first to minimize the impact of the issue while a permanent solution is being developed?

You are the IT service continuity manager for a financial services firm. The firm has a critical trading application that must be available during market hours. A recent risk assessment identified that the application's primary data center is in a flood-prone area. The recovery time objective (RTO) is 2 hours, and the recovery point objective (RPO) is 15 minutes. The current disaster recovery plan involves restoring the application from backups stored in a different region, which takes approximately 3 hours. The backup frequency is hourly. The firm is considering implementing a synchronous replication to a secondary data center to improve recovery times. However, the network latency between the two data centers is 10 milliseconds, which may impact application performance. What is the MOST appropriate action to ensure compliance with the RTO and RPO?

A retail company is experiencing frequent service outages during peak hours due to insufficient capacity. The IT team wants to implement a practice that ensures the service provider has the capacity to meet agreed service level targets cost-effectively and in a timely manner. Which ITIL management practice should they use?

Which TWO statements about the ITIL change enablement practice are CORRECT?

Refer to the exhibit. A change order to patch a security vulnerability on WebServer01 has been approved. The IT manager is the change authority. During implementation, it is discovered that the patch requires a reboot, which will cause an outage for the OrderApp application. What is the MOST appropriate action?

Drag and drop the steps of the availability management process into the correct order.

Match each ITIL 4 role to its responsibility.

An IT service desk analyst receives a call that users cannot access the CRM system. According to ITIL 4, what should they do FIRST?

What is the PRIMARY purpose of the Incident Management practice?

A user requests a new laptop for a new employee. According to ITIL 4, how should this request be classified?

During a major incident, a temporary workaround is implemented to restore service. Which ITIL 4 practice is responsible for documenting this workaround and managing it until a permanent solution is available?

Which of the following is the correct sequence for the ITIL Continual Improvement Model?

An organization wants to implement a tool that tracks the lifecycle of IT assets from procurement to disposal. Which practice is primarily responsible for this?

A service desk agent resolves a password reset request within 5 minutes. The customer is satisfied. Which two metrics are most relevant to measure this?

Which of the following is a type of change that is pre-approved and follows a defined procedure?

A service provider wants to ensure that the IT services meet agreed levels of performance and availability. Which practice should they use to negotiate and agree on targets with customers?

A monitoring tool detects that the CPU usage on a server has exceeded 90% for 10 minutes. According to ITIL 4, how should this event be classified?

An IT team is reviewing the configuration baseline of a service to understand what has changed since the last release. Which practice is primarily involved?

What is the primary role of a service desk according to ITIL 4?

Which TWO of the following are purposes of the Problem Management practice?

Which THREE of the following are components of the Service Value System (SVS) according to ITIL 4?

Which TWO of the following are examples of warranty?

What is the PRIMARY purpose of the Incident Management practice?

An IT service desk analyst receives a call that users cannot access the CRM system. According to ITIL 4, what should the analyst do FIRST?

A user submits a request to install a standard software package on their workstation. According to ITIL 4, how should this be classified?

Which ITIL practice involves negotiating, agreeing, and monitoring service level targets?

A team is investigating a recurring incident and identifies a known error. According to ITIL 4, in which phase of Problem Management does this occur?

What is the primary focus of the Service Desk practice?

An organization wants to improve customer satisfaction when users contact the service desk. Which metric is most appropriate to measure?

Which type of change is typically pre-approved and follows a predefined procedure?

An IT manager wants to ensure that a service meets its agreed availability targets. Which practice should they use?

What is the purpose of the Continual Improvement practice?

A configuration baseline is used primarily in which practice?

An organization identifies that a recurring incident is due to a known error in a software component. According to ITIL 4, which practice is responsible for managing the known error?

Which TWO of the following are types of events in Monitoring and Event Management?

Which THREE of the following are key activities in the ITIL 4 Continual Improvement model?

Which TWO of the following are true about a service request?

What is the PRIMARY purpose of the Incident Management practice?

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST according to ITIL 4?

Which of the following is a key difference between Incident Management and Problem Management?

A user requests new software to be installed on their company laptop. The installation is pre-approved and follows a standard procedure. According to ITIL 4, this request should be categorized as:

Which type of change requires assessment and authorization by a change authority, but does not follow a pre-approved procedure?

What is the role of the Service Desk according to ITIL 4?

In ITIL 4, which practice is primarily responsible for managing the lifecycle of all IT assets?

Which practice ensures that the availability of a service meets the agreed requirements?

An SLA defines the expected level of service between a service provider and a customer. What is an OLA?

Which ITIL 4 practice involves the 7-step improvement model?

A Configuration Management Database (CMDB) is maintained by which practice?

In ITIL 4, what is the difference between Deployment Management and Release Management?

Which TWO of the following are types of events in Monitoring and Event Management?

Which THREE of the following are purposes of the Service Level Management practice?

Which TWO of the following are examples of utility in ITIL 4?

What is the PRIMARY purpose of the Incident Management practice?

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST according to ITIL 4?

Which of the following BEST describes the difference between an incident and a service request?

A change request to upgrade an application is classified as 'normal'. What is the correct sequence of activities for this type of change?

What is the purpose of the Service Desk practice?

In which phase of Problem Management are known errors created and managed?

An organization wants to ensure that its IT services are available according to agreed levels. Which practice is PRIMARILY responsible for negotiating and monitoring these levels?

A service desk measures the percentage of calls resolved on first contact. Which metric is this?

What is the purpose of the Continual Improvement practice?

Which ITIL practice is responsible for managing the lifecycle of all IT assets, including financial aspects?

Which of the following is an example of an output, as defined in ITIL 4?

Which type of change follows a pre-defined, low-risk procedure and is pre-approved?

Which TWO of the following are elements of the ITIL 4 Service Value System (SVS)?

Which THREE of the following are key activities of the Problem Management practice?

Which TWO of the following are types of events in Monitoring and Event Management?

What is the PRIMARY purpose of the Incident Management practice?

A user requests a new laptop because their current one is failing frequently. The service desk analyst determines that the user is eligible for a replacement under the existing policy. What type of record should the analyst create?

An IT service desk analyst receives a call that users cannot access the CRM system. What should the analyst do FIRST?

Which ITIL 4 practice is responsible for managing known errors and ensuring workarounds are documented?

What type of change is pre-authorized and follows a low-risk, standardized procedure?

A service desk analyst resolves a user's issue by following a script. Which metric is most appropriate to measure the analyst's performance?

Which practice is responsible for negotiating and agreeing service level targets with customers?

What is a configuration baseline?

A company wants to improve its incident resolution time. Which practice would be most relevant to analyze recurring incidents and identify underlying causes?

An event monitoring system detects that a server's disk usage has reached 85%. Which type of event is this?

Which practice would be responsible for ensuring that a service's performance meets agreed targets during peak demand?

What is the ITIL 4 guiding principle that emphasizes starting from what already exists and avoiding unnecessary complexity?

Which TWO are components of the ITIL 4 Service Value System?

Which THREE are phases of the ITIL Continual Improvement Model?

Which TWO are types of change defined in ITIL 4?

What is the PRIMARY purpose of the Incident Management practice?

A user calls the service desk to report that they cannot access a shared folder. The analyst resolves the issue by resetting the folder permissions. Which practice is being performed?

An organization wants to improve its service desk's first-level resolution rate. Which approach BEST aligns with ITIL 4 guidance?

Which of the following is a key activity of Problem Management?

A service desk analyst receives a call from a user requesting a new laptop because their current one is slow. According to ITIL 4, how should this request be classified?

An organization is implementing a new monitoring tool. Which type of event should trigger an immediate response from the IT team?

Which of the following is a difference between a standard change and a normal change?

What is the purpose of a service level agreement (SLA)?

A major incident occurs. The IT team implements a workaround to restore service. Which practice is responsible for ensuring that the workaround does not become a permanent solution?

An IT department has a CMDB. Which practice is primarily responsible for ensuring that configuration data is accurate and up to date?

Which practice involves the use of an improvement register?

A supplier is consistently failing to meet contractual targets. Which practice is responsible for managing this?

Which TWO are valid types of events in the Monitoring and Event Management practice?

Which THREE are key performance indicators (KPIs) for the Service Desk practice?

Which TWO are phases of the Problem Management practice?

An IT service desk analyst receives a call that users cannot access the CRM system. According to ITIL 4, what should the analyst do FIRST?

Which of the following describes a key difference between Incident Management and Problem Management in ITIL 4?

An organization has a pre-approved process for adding new users to a system. A manager requests access for a new employee. According to ITIL 4, how should this request be classified?

What is the PRIMARY purpose of the Service Desk practice in ITIL 4?

A change request to replace a server with a newer model is assessed as low risk and follows a defined procedure. Which type of change should this be classified as in ITIL 4?

Which ITIL 4 practice is responsible for ensuring that services deliver the agreed level of availability?

An organization notices that the CMDB contains outdated information about several configuration items. Which ITIL 4 practice is primarily responsible for maintaining accurate CI data?

What is the PRIMARY purpose of Monitoring and Event Management in ITIL 4?

Which TWO of the following are activities of the Problem Management practice according to ITIL 4?

Which THREE of the following are types of events in Monitoring and Event Management?

Which TWO of the following are components of the ITIL 4 Service Value System?

Which THREE of the following are activities of Change Enablement?

Which TWO of the following are key measures used for the Service Desk practice?

Which TWO of the following are phases of the Continual Improvement Model in ITIL 4?

Which THREE of the following are purposes of the Service Level Management practice?

An IT service desk analyst receives a call from a user who cannot access the CRM system. The user says this happened after a recent password change. What should the analyst do FIRST, according to ITIL 4?

Which TWO statements correctly describe the difference between Incident Management and Problem Management? (Choose two.)

What is the PRIMARY purpose of the Incident Management practice?

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST according to ITIL 4?

A customer requests a new software installation that is not yet in the service catalogue. According to ITIL 4, how should this request be classified?

Which practice involves the Single Point of Contact (SPOC) for users?

A major incident has occurred. After restoring service, the team wants to update the Known Error Database (KEDB) with the workaround. Which practice is primarily responsible for this?

An IT manager wants to improve first-level resolution rates by empowering the service desk to resolve more incidents without escalation. Which ITIL 4 concept is being applied?

What is the PRIMARY difference between a problem and an incident?

A change request that is low risk and follows a pre-approved procedure is classified as which type of change?

A company has an SLA that guarantees 99.9% availability. The IT team measures actual availability at 99.95%. Which practice is directly responsible for monitoring and reporting this?

Which practice is responsible for managing the lifecycle of all IT assets?

A service desk analyst handles a password reset request. According to ITIL 4, this should be classified as:

Which practice uses the ITIL Continual Improvement Model (7 steps)?

Which TWO of the following are types of change in ITIL 4?

Which THREE of the following are key activities of Monitoring and Event Management?

Which TWO of the following are components of the Service Value System (SVS)?

What is the PRIMARY purpose of the Incident Management practice?

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST according to ITIL 4?

Which of the following BEST distinguishes an incident from a service request?

Which ITIL management practice is responsible for managing the lifecycle of all IT assets?

A problem manager has identified multiple incidents with no known cause. Which phase of Problem Management is being performed?

An organization wants to improve first-level resolution rate. Which practice should be primarily involved?

What type of change is pre-authorized and has a defined procedure?

A service desk agent is handling a request for a new software installation that is listed in the service catalogue. According to ITIL 4, what type of record should be raised?

Which document defines the level of service expected between a service provider and a customer?

An organization has a CMDB that contains information about all configuration items (CIs) and their relationships. Which practice is primarily responsible for maintaining this information?

What is the purpose of the 'shift-left' strategy in a service desk?

An event that indicates a breach of a threshold is classified as which type?

Which TWO of the following are key activities of Service Level Management?

Which THREE of the following are components of the ITIL 4 Service Value System (SVS)?

Which TWO of the following are differences between Incident Management and Problem Management?

An IT service desk analyst receives a call that users cannot access the CRM system. According to ITIL 4, what should the analyst do FIRST?

What is the PRIMARY purpose of the Incident Management practice?

Which ITIL 4 practice is responsible for managing the complete lifecycle of all IT assets, including financial and contractual aspects?

A user requests new software that is already pre-approved in the service catalogue. The service desk team handles this request following a defined, automated workflow. According to ITIL 4, what type of record should be created?

Which of the following is a key metric for measuring the performance of the Service Desk?

An organization wants to ensure that its IT services meet the agreed performance levels. Which practice is primarily responsible for negotiating and monitoring these targets?

Which of the following is the CORRECT sequence of phases in the Problem Management practice?

During a major incident, a workaround is implemented to restore service. Later, the service desk continues to use the workaround to help users. According to ITIL 4, where should this workaround be documented?

An IT department is considering replacing a critical server. According to ITIL 4, which type of change should be used if the replacement involves a new, untested model and requires a full risk assessment?

Which practice involves detecting and classifying events such as informational, warning, and exception?

A team is using the ITIL continual improvement model. After defining the vision, what is the NEXT step?

What is the key difference between Deployment Management and Release Management in ITIL 4?

Which TWO of the following are considered service management practices in ITIL 4?

Which THREE of the following are activities of the Problem Management practice?

Which TWO of the following are characteristics of a standard change?

What is the PRIMARY purpose of the Incident Management practice?

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST?

A service desk agent fulfills a password reset request for a user. According to ITIL 4, which practice does this activity belong to?

Which of the following is an example of a standard change?

In ITIL 4, what is the single point of contact (SPOC) between the service provider and users?

What is the primary focus of Problem Management in ITIL 4?

An organization implements a new monitoring tool that automatically detects and classifies events. A high-priority event triggers an alert. According to ITIL 4, what type of event is this?

Which of the following is the correct sequence of steps in the ITIL Continual Improvement Model?

A service desk wants to improve first contact resolution (FCR) rate. Which practice should be primarily involved in defining and monitoring this metric?

Which ITIL 4 practice involves managing the lifecycle of all IT assets, including financial and contractual components?

What is the difference between an SLA and an OLA?

An organization identifies that a recurring incident is caused by a faulty network cable. According to ITIL 4, when should this be documented as a known error?

Which TWO of the following are types of changes in ITIL 4 Change Enablement?

Which THREE of the following are key activities of the Problem Management practice?

Which TWO of the following are components of the ITIL 4 Service Value System?

What is the PRIMARY purpose of the Incident Management practice?

A user contacts the service desk to request a new laptop because their current one is broken. The service desk analyst creates a ticket and arranges for a replacement. According to ITIL 4, what type of record should be raised?

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST according to ITIL 4?

An organization has a change policy that requires all changes to be assessed and authorized by the Change Authority. A pre-approved change that has a low risk and follows a defined procedure is known as which type of change?

According to ITIL 4, which practice is responsible for ensuring that services are available as agreed with the customer?

What is the difference between utility and warranty in ITIL 4?

An IT team is reviewing the number of incidents resolved on first contact. Which metric is being measured?

Which practice in ITIL 4 includes the activities of problem identification, problem control, and error control?

In the ITIL 4 Service Value System, which component provides governance and guidance?

A service desk analyst resolves a user's password reset request. According to ITIL 4, what type of record should be closed?

Which ITIL 4 practice is responsible for managing the lifecycle of all IT assets?

An organization has a change that must be implemented immediately to prevent a major financial loss. According to ITIL 4, what type of change is this?

Which TWO are benefits of using a shift-left strategy in the service desk?

Which THREE are components of the ITIL 4 Service Value System?

Which TWO statements correctly describe the difference between Incident Management and Problem Management?

An organization's IT service desk is receiving a high volume of calls about users being unable to log in to the payroll system following a scheduled maintenance window. According to ITIL 4, what type of record should be raised?

What is the PRIMARY purpose of the Incident Management practice?

A service desk analyst receives a call from a user who cannot access the network drive. The analyst quickly resets the user's permissions and the issue is resolved. Which ITIL 4 practice is being demonstrated?

Which of the following is a key metric for the Service Desk practice?

During a major outage, a team implements a temporary workaround to restore service. Which ITIL 4 practice is primarily responsible for this action?

An IT team is investigating recurring network outages. They identify the root cause as a faulty switch and record the issue as a known error with a workaround. Which ITIL 4 practice is being applied?

What is the purpose of the Service Level Management practice?

A change that is low risk, pre-approved, and follows a defined procedure is classified as which type of change?

An organization is reviewing its IT service management practices. They find that the same recurring incident is being logged multiple times without investigation. Which practice should address this to prevent recurrence?

Which practice is responsible for managing the lifecycle of hardware and software assets?

A user requests a new laptop for an employee who has just joined the company. According to ITIL 4, how should this request be classified?

Which metric is MOST appropriate for measuring the effectiveness of the Incident Management practice?

Which TWO of the following are key activities of the Change Enablement practice?

Which THREE of the following are considered events in the Monitoring and Event Management practice?

Which TWO of the following are outputs of the Service Level Management practice?

What is the PRIMARY purpose of the Incident Management practice?

An IT service desk analyst receives a call that users cannot access the CRM system. The analyst verifies the issue and suspects it may be related to a recent change. What should the analyst do FIRST according to ITIL 4?

Which ITIL 4 practice ensures that services deliver the agreed level of availability to meet customer needs?

A user requests a new laptop for a new employee. According to ITIL 4, how should this request be classified?

What is the PRIMARY purpose of the Service Desk practice?

An organization uses the ITIL continual improvement model. What is the FIRST step in this 7-step model?

Which of the following is an example of an emergency change?

An IT team discovers that a recurring incident is caused by a known software bug. According to ITIL 4, what should be created to document this situation?

What is the PRIMARY difference between an SLA and an OLA?

Which metric is MOST commonly used to measure the efficiency of the Incident Management practice?

An organization is implementing a new IT service. Which practice is responsible for negotiating and agreeing on service level targets with the customer?

What is the purpose of the Monitoring and Event Management practice?

Which TWO of the following are types of changes in ITIL 4 Change Enablement?

Which THREE of the following are key activities of Problem Management?

Which TWO of the following are components of the ITIL Service Value System?

What is the PRIMARY purpose of the Incident Management practice?

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST according to ITIL 4?

A user requests a new laptop for a new employee. According to ITIL 4, how should this request be classified?

Which practice involves the use of a service catalogue for predefined offerings?

An organization wants to improve first-level resolution rate. Which practice is most directly involved?

According to ITIL 4, what is the difference between an SLA and an OLA?

Which type of change is pre-approved and follows a low-risk, well-defined procedure?

A problem has been identified and root cause analysis is underway. According to ITIL 4, which phase of Problem Management is this?

An event indicating that a server's CPU usage has exceeded 90% for 5 minutes is classified as which type?

Which metric is most commonly used to measure the effectiveness of the Service Desk?

A known error has been documented and a workaround exists. According to ITIL 4, which practice is responsible for managing the known error?

Which practice is responsible for ensuring that services meet agreed levels of performance and availability?

Which TWO of the following are types of events in ITIL 4?

Which TWO of the following are key activities of Service Level Management?

Which THREE of the following are components of the ITIL 4 Service Value System?

What is the PRIMARY purpose of the Incident Management practice?

A user contacts the service desk requesting a new software license for a standard application that is listed in the service catalogue. According to ITIL 4, how should this request be classified?

An IT team is investigating a recurring network outage. They have identified the root cause as a faulty router configuration. In which phase of Problem Management are they operating?

Which of the following is a key activity in the Change Enablement practice?

What is the ITIL 4 term for a measurement used to track the performance of a service desk?

A service desk analyst receives a call from an executive who is unable to print from her laptop. The analyst resolves the issue by restarting the print spooler. According to ITIL 4, how should this interaction be recorded?

In the context of Service Level Management, what is the difference between an SLA and an OLA?

Which type of change is typically pre-approved and follows a predefined procedure?

What is the primary focus of the Continual Improvement practice?

A service desk manager wants to improve first call resolution (FCR) rate. According to ITIL 4, which practice is MOST directly related to this activity?

An organization is implementing a new IT service management tool. According to ITIL 4, which practice would be primarily responsible for ensuring that the tool's performance meets the agreed demand?

Which ITIL 4 practice involves classifying events as informational, warning, or exception?

Which TWO of the following are components of the ITIL 4 Service Value System?

Which THREE of the following are ITIL 4 management practices?

Which TWO of the following activities are part of the ITIL Continual Improvement Model?

What is the PRIMARY purpose of the Incident Management practice?

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST?

Which statement correctly distinguishes between a service request and an incident?

Which change type is pre-authorized and follows a defined procedure?

What is the primary role of a service desk?

In ITIL 4, which practice involves managing the lifecycle of configuration items (CIs) and maintaining a configuration management database (CMDB)?

Which ITIL 4 practice is responsible for negotiating and agreeing on service level targets?

A company has a policy that all requests for new software must be approved by the IT manager. However, a standard request for a commonly used application is often pre-approved. According to ITIL 4, this type of request is best handled as:

What is the difference between utility and warranty in ITIL 4?

Which ITIL 4 practice involves the detection, classification, and response to events?

What is the ITIL 4 Continual Improvement Model?

An organization wants to track the lifecycle of its servers, including acquisition, maintenance, and disposal. Which practice should they use?

Which TWO of the following are phases of Problem Management?

Which THREE of the following are considered event types in Monitoring and Event Management?

Which TWO of the following are key metrics used by a service desk?

What is the PRIMARY purpose of the Incident Management practice?

An IT service desk analyst receives a call that users cannot access the CRM system. According to ITIL 4, what should the analyst do FIRST?

Which of the following is the correct distinction between Incident Management and Problem Management?

An organization has implemented a change to update the firewall rules. The change was pre-authorized and followed a predefined procedure. What type of change is this?

A customer requests a new software installation that is listed in the service catalogue. According to ITIL 4, this should be handled as a:

What is the role of the Service Desk in ITIL 4?

An IT team is redesigning a process. They decide to review what already works well before making changes. Which ITIL 4 guiding principle are they applying?

Which document defines the agreed level of service between an IT provider and a customer?

An organization monitors IT systems and detects an event indicating that a disk is 80% full. According to ITIL 4, what type of event is this?

Which practice includes the 'ITIL continual improvement model' with seven steps?

An organization has identified that a recurring incident is caused by a specific software bug. The bug has been documented, and a workaround is known. What phase of Problem Management is this?

What is the primary measure of success for Incident Management?

Which TWO of the following are types of changes defined in ITIL 4?

Which THREE of the following are components of the ITIL 4 Service Value System?

Which TWO of the following are key metrics for the Service Desk practice?

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST?

What is the PRIMARY purpose of the Incident Management practice?

A problem manager has identified that recurring incidents are caused by a software bug. The vendor has been notified and a permanent fix is scheduled for the next release. What should the problem manager do in the meantime?

Which type of change is pre-approved and follows a defined procedure with minimal risk?

What is the PRIMARY purpose of the Service Desk practice?

An organization wants to improve first-level resolution rates. Which practice should they focus on?

A user requests a new laptop because their current one is slow. The request is for a standard configuration. How should this be handled?