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ITIL Foundation 4 - Practice Exam Questions and Answers $10.49   Add to cart

Exam (elaborations)

ITIL Foundation 4 - Practice Exam Questions and Answers

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  • Course
  • ITIL 4
  • Institution
  • ITIL 4

ITIL Foundation 4 - Practice Exam Questions and Answers

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  • November 1, 2024
  • 3
  • 2024/2025
  • Exam (elaborations)
  • Questions & answers
  • ITIL 4
  • ITIL 4
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lectknancy
ITIL Foundation 4 - Practice Exam
Questions and Answers
What 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 analyzed 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?
- Answer-It captures information that metrics can be based on & supports progress
discussions

What is the starting point for optimization? - Answer-Understanding 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. - Answer-service
value system

Which practice provides support for managing feedback, compliments and complaints
from users? - Answer-Service request management

Which joint activity performed by a service provider and service consumer ensures
continual value co-creation? - Answer-Service relationship management

Which practice may involve the initiation of disaster recovery? - Answer-Incident
management

What type of change is MOST likely to be managed by the 'service request
management' practice? - Answer-A standard change

Which guiding principle emphasizes the need to understand the flow of work in
progress, identify bottlenecks, and uncover waste? - Answer-Collaborate and promote
visibility

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