GDIT MyLMS ITIL 4 Foundation: Introduction

Which of the following is an example of incident?

An application is not available during the business hours Options a and b are examples of service request, while option c is a routine activity with no interruption in service. Option d is an incident as an incident is an unplanned interruption to a service or reduction in the quality of a service

What is an event?

Any change of state that has significance for the management of a service or other configuration item An event is defined as any change of state that has significance for the management of a service or other configuration item (CI).

"New or changed components are deployed to all targets at the same time. Which type of deployment approach does this statement represent?

Big bang deployment The statement "New or changed components are deployed to all targets at the same time" corresponds to big bang deployment approach.

Which value chain activity ensures the availability of service components?

Obtain/build The obtain/build activity ensures that the service components are available when and where they are needed and meet agreed specifications.

What is the purpose of problem management?

Reduces the likelihood and impact of incidents The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.

Which activity captures the demand for incident resolution and service requests?

Service desk The purpose of the service desk practice is to capture the demand for incident resolution and service requests.

What is the definition of utility?

The functionality offered by a product or service to meet a particular need Utility determines whether a service or product is fit for use or not. It is the functionality offered by service or product.