EXIN ITIL Foundation (V4) - ITIL FREE EXAM DUMPS QUESTIONS & ANSWERS]

Question 1

Which of these should be logged and managed as a problem?

A. Trend analysis shows a large number of similar incidents B. A monitoring tool detects a change of state for a service C. 'Continual improvement' needs to prioritize an improvement opportunity D. A user requests delivery of a laptop

Discussion 0

Correct Answer: A Vote an answer

Question 2

What type of change is often used for resolving incidents or implementing security patches?

A. Change model B. Standard change C. Emergency change D. Normal change

Discussion 0

Correct Answer: C Vote an answer

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Question 3

What actions does a service desk take for all issues, queries and requests that are reported to them?

A. Initiate, approve, fulfill B. Acknowledge, classify, own C. Diagnose, investigate, resolve D. Schedule, assess, authorize

Discussion 0

Correct Answer: A Vote an answer

Question 4

Which activity is part of the 'continual improvement practice?

A. handing compliments and complaints from user to identify improvements. B. Prioritizing and creating business cases for improvement initiatives. C. Improving relationships with and between stakeholders. D. Identifying the cause unplanned interruptions to service.

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Correct Answer: B Vote an answer

Question 5

Which is part of the definition of a customer?

A. A set of specialized organizational capabilities for enabling value B. A means of enabling value co-creation C. The role that authorizes budget for service consumption D. The role that defines the requirements for a service

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Correct Answer: D Vote an answer

Question 6

What should be done first when applying the 'focus on value' guiding principle?

A. Determine the cost of providing the service B. Identify the outcomes that the service facilitates C. Determine who the service consumer is in each situation D. Identify all suppliers and partners involved in the service

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Correct Answer: C Vote an answer

Question 7

Which statement about the 'four Ps' of service design is CORRECT?

A. People refers to technology and tools B. Partners refers to suppliers and vendors C. Products refers to producers and metrics D. Processes refers to skill and training

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Correct Answer: B Vote an answer

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Question 8

Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

A. Categorization B. Detection C. Prioritization D. Escalation

Discussion 0

Correct Answer: A Vote an answer

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Question 9

Which is a purpose of release management?

A. To make new and changed services available for use B. To move hardware and software to live environments C. To handle user-initiated service requests D. To protect the organization's information

Discussion 0

Correct Answer: A Vote an answer