Exam (elaborations)
ITIL Foundation 4 - Practice Exam Questions and Answers 2024
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ITIL Foundation 4 - Practice Exam
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ITIL Foundation 4 - Practice ExamWhat is the effect of increased automation on the 'service desk' practice? - answer
Greater ability to focus on customer experience when personal contact is needed
Which term describes the functionality offered by a service? - answer Utility
Which is the purpose of the 'monitoring and event management' practice? - answer To
systematically observe services and service components, and record and report
selected changes of state
What should all 'continual improvement' decisions be based on? - answer Accurate and
carefully analysed data
How do all value chain activities transform inputs to outputs? - answer By using a
combination of practices
How does customer engagement contribute to the 'service level management' practice?
- answerIt captures information that metrics can be based on & supports progress
discussions
What is the starting point for optimization? - answerUnderstanding the vision and
objectives of the organization
The purpose of the _________ is to ensure that the organization continually co-creates
value with all stakeholders in line with the organization's objectives. - answerservice
value system
Which practice provides support for managing feedback, compliments and complaints
from users? - answerService request management
Which joint activity performed by a service provider and service consumer ensures
continual value co-creation? - answerService relationship management
Which practice may involve the initiation of disaster recovery? - answerIncident
management
What type of change is MOST likely to be managed by the 'service request
management' practice? - answerA standard change
Which guiding principle emphasizes the need to understand the flow of work in
progress, identify bottlenecks, and uncover waste? - answerCollaborate and promote
visibility
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