ITIL 4 Foundation Certification exam prep/
ITIL 4 Foundation Practice Exam with
Rationale.
1. Which practice includes the classification and ownership
of queries and requests from users?
A. Service desk
B. Incident management
C. Change control
D. Service level management: A. "Service desks provide a clear
path for users to report issues, queries,
and requests, and have them acknowledged, classified, owned,
and actioned"
Rationals:
B. Incorrect. The 'incident management' practice deals only with
incidents, not queries and requests. "The purpose of the incident
management practice is to minimize the negative impact of
incidents by restoring normal service operation as quickly as
possible". Ref 5.2.5
C. Incorrect. The 'change control' practice deals only with change
requests, not other queries and requests. "The purpose of the
change control practice is to maximize the number of successful
service and product changes by ensuring that risks have been
properly assessed, authorizing changes to proceed, and manag-
ing
the change schedule". Ref 5.2.4
D. Incorrect. The 'service level management' practice ensures
service targets are met. It does not manage queries and requests
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