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ITIL 4 – Exam Questions with Verified Answers
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ITIL 4 – Exam Questions with Verified Answers
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ITIL 4 – Exam Questions with VerifiedAnswers
How are target resolution times used in the 'incident management' practice?
A. They are agreed, documented and communicated to help set user expectations
B. They are established, reviewed, and reported to ensure that customers are happy
with the service
C. They are initiated, approved, and managed to ensure that predictable responses are
achieved
D. They are scheduled, assessed and authorized to reduce the risk of service failures -
Answer-A. They are agreed, documented and communicated to help set user
expectations
Why should some service requests be fulfilled with no additional approvals?
A. To ensure that spending is properly accounted for
B. To ensure that information security requirements are met
C. To streamline the fulfilment workflow
D. To set user expectations for fulfilment times - Answer-C. To streamline the fulfilment
workflow
What is a set of specialized organizational capabilities for enabling value for customers
in the form of services?
A. Service offering
B. Service provision
C. Service management
D. Service consumption - Answer-C. Service management
Which gives a user access to a system?
A. Service requirement
B. Service agreement
C. Service consumption
D. Service provision - Answer-D. Service provision
Which statement about managing incidents is CORRECT?
A. Low impact incidents should be resolved efficiently, making logging unnecessary
B. The 'incident management' practice should use a single process regardless of the
impact of the incident
C. Low impact incidents should be resolved efficiently so the resource required is
reduced
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