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ITI4 4 Foundation- Mock Exam 1 Questions with Latest Update $12.49   Add to cart

Exam (elaborations)

ITI4 4 Foundation- Mock Exam 1 Questions with Latest Update

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  • Course
  • ITIL 4
  • Institution
  • ITIL 4

ITI4 4 Foundation- Mock Exam 1 Questions with Latest Update

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  • November 1, 2024
  • 7
  • 2024/2025
  • Exam (elaborations)
  • Questions & answers
  • ITIL 4
  • ITIL 4
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lectknancy
ITI4 4 Foundation- Mock Exam 1
Questions with Latest Update
What is the definition of a service? - Answer-A means of enabling value co-creation by
facilitating outcomes that customers want to achieve, without the
customer having to manage specific costs and risks.

Utility is the _____ offered by a product or service to meet a particular need. - Answer-
functionality

______ is the practice of ensuring that risks are properly assessed, authorizing changes
to proceed, a managing a change schedule in order to maximize the number of
successful IT changes. - Answer-change enablement

An event is any change of state that has significance for the management of a ____ or
other configuration items. - Answer-service

what is the purpose of the 'information security management' practice? - Answer-
protecting an organization by understanding and managing risk to the confidentiality,
integrity, and availability of information

What is the purpose of the 'monitoring and event management' practice? - Answer-
Systematically observing service components and recording and reporting selected
changes of state identified as events

What is the purpose of the 'incident management' practice? - Answer-Minimizing the
negative impact of incidents by restoring normal service operation as quickly as
possible

What is defined as the practice of ensuring that accurate and reliable information about
the configuration of services, and the configuration items that support them, is available
when and where needed? - Answer-Service configuration management

The ____ is the practice of capturing demand for incident resolution and service
requests? - Answer-service desk

Dion Training has decided to offer 2 membership levels to their training programs. The
first membership level includes all of their video courses, practice exams, and study
guides for a single monthly fee. This plan does not provide the students with the actual
exam voucher to take the certification exams though. What term best describes this
membership level which provides several services for a single price? - Answer-a service
offering

Which describes outputs?

, (a) tangible or intangible deliverables
(b) functionality offered by a product or service
(c) results for a stakeholder
(d) configuration of an organization's resources - Answer-tangible or intangible
deliverables

what term best describes a person or group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives?
(a) consumer
(b) service provider
(c) customer
(d) organization - Answer-organization

Which describes the nature of the guiding principles?

(a) A guiding principle is mandatory and must be used when adopting a new service
withing the organization
(b) A guiding principle is specific and only applies to one initiative within the organization
(c) An organization must implement the guiding principles exactly as defined by the ITIL
4 Foundation manual
(d) A guiding principle is a recommendation used as guidance in all circumstances -
Answer-A guiding principle is a recommendation used as guidance in all circumstances

Which guiding principle is most affected by the customer experience (CX) ?

(a) Progress iteratively with feedback
(b) Focus on value
(c) Think and work holistically
(d) Start where you are - Answer-Focus on value

Dion Training Solutions wants to build a new service to automatically fulfill exam
voucher orders for students. Currently, exam vouchers are fulfilled manually by a staff
member once the order is received from the student by copying and pasting the voucher
number from a spreadsheet into an email template and sending out the email to the
students. Before attempting to automate this fulfillment process, the team lead takes an
inventory of the current services, processes, and procedures that are being used by the
voucher fulfillment team to see if they might be able to be reused. What guiding
prinicple best describes this scenario?

(a) Focus on value
(b)Collaborate and promote visibility
(c)Start where you are
(d)Keep it simple and practical - Answer-Start where you are

Dion Training Solutions has decided to create an online course for the ITIL 4
Foundation exam. The company developed their curriculum and then invited 50

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