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ITIL 4 Foundation - ITIL-4-Foundation Exam Practice Test

Page: 1 / 18
Total 121 questions

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Question 1

Which organization delivers output or outcomes of a service?

A. A service provider delivers outputs of the service B. A service consumer delivers outputs of the service C. A service provider delivers outcomes of the service D. A service consumer delivers outcomes of the service

Correct Answer: A

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Question 2

Which practice ensures that a variety of access channels are available for users to report issues?

A. Service desk B. Service level management C. Change enablement D. Incident management

Correct Answer: A

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Question 3

Which is included in the purpose of the 'improve' value chain activity?

A. Ensuring continual engagement and good relationships with all stakeholders B. Ensuring that services continually meet expectations for quality, costs, and lime to market C. Ensuring the continual improvement of practices across all value chain activities D. Ensuring a shared understanding of the improvement direction for services across the organization

Correct Answer: C

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Question 4

Which step of the 'continual improvement model' defines measurable targets?

A. Where do we want to be? B. how we get there? C. Where are we now? D. What is the vision?

Correct Answer: A

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Question 5

Which is the BEST type of resource for investigating complex incidents?

A. Detailed work instructions B. Disaster recovery plans C. Knowledgeable support staff D. Self-help systems

Correct Answer: C

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Question 6

Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?

A. Star: where you are B. Progress iteratively with feedback C. Think and work holistically D. Keep it simple and practical

Correct Answer: D

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Question 7

Which practice has a purpose that includes managing authentication and non-repudiation?

A. Service configuration management B. IT asset management C. Information security management D. Change enablement

Correct Answer: C

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Page: 1 / 18
Total 121 questions

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