ITIL ITIL 4 Practitioner Problem Management - ITIL 4 Practitioner: Problem Management Exam
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Total 20 questions
Question #11 (Topic: Exam A)
Some problems are identified based on the information about ongoing and past incidents.
Which software tools ensure that this information is available for problem identification?
Which software tools ensure that this information is available for problem identification?
A. Service configuration management tools
B. Workflow management and collaboration tools
C. Monitoring and event management tools.
D. Knowledge management tools
Answer: B
Question #12 (Topic: Exam A)
An organization has been mapping its value stream for restoring service after an incident. During the value stream walk it has identified a need to improve information exchange between the problem management practice and the change enablement practice.
Which activity is MOST LIKELY to be affected by this issue?
Which activity is MOST LIKELY to be affected by this issue?
A. Incident detection
B. Incident closure
C. Incident diagnosis.
D. Incident resolution
Answer: D
Question #13 (Topic: Exam A)
An organization has started to introduce problem management. It has identified some problems, and resolved them, and the problem manager now wants to expand the practice.
What activity should the problem manager undertake NEXT?
What activity should the problem manager undertake NEXT?
A. Document process workflows and activities for an increased problem management scope
B. Configure the service management tool to ensure that problems and known errors can be managed throughout their lifecycle
C. Talk to senior leadership about the benefits that have already been achieved, and the risks that could be addressed in future
D. Engage with suppliers and partners to ensure that they actively participate in future problem management activities
Answer: C
Question #14 (Topic: Exam A)
Which capability level is MOST focused on metrics and measurement?
A. Level 2
B. Level 3
C. Level 4
D. Level 5
Answer: C
Question #15 (Topic: Exam A)
What is BEST described as a way to reduce or eliminate the impact of a problem that cannot be resolved?
A. A known error
B. Technical debt
C. Problem control
D. A workaround
Answer: D
