Which guiding principle recommends that the four dimensions of service management are considered? Think and work holistically Progress iteratively with feedback Focus on value Keep it simple and practical Think and work holistically The think and work holistically guiding principle advises that all aspects of...
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August 25, 2021 admin
Certification Exams Questions, ITIL V4 Foundation
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Which practice provides a single point of contact for users? Incident management Change enablement Service desk Service request management Service desk The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point...
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August 25, 2021 admin
Certification Exams Questions, ITIL V4 Foundation
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Which role submits service requests? The user, or their authorized representative The customer, or their authorized representative The sponsor, or their authorized representative The supplier, or their authorized representative The user, or their authorized representative The purpose of the service request management practice is to...
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August 23, 2021 admin
Certification Exams Questions, ITIL V4 Foundation
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Which is a potential benefit of using an IT service management tool to support the incident management practice? It may ensure that the cause of incidents is identified within agreed times. It may provide automated matching of incidents to problems or known errors. It may...
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August 23, 2021 admin
Certification Exams Questions, ITIL V4 Foundation
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Which is a recommendation of the continual improvement practice? There should at least be a small team dedicated to leading continual improvement efforts. All improvements should be managed as multi-phase projects. Continual improvement should be isolated from other practices. External suppliers should be excluded from...
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August 23, 2021 admin
Certification Exams Questions, ITIL V4 Foundation
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Identify the missing word(s) in the following sentence. A service is a means of enabling value co-creation by facilitating _______ that customers want to achieve. The warranty Outcomes The utility Outputs Outcomes A service is a means of enabling value co-creation by facilitating outcomes that...
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August 23, 2021 admin
Certification Exams Questions, ITIL V4 Foundation
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How does categorization of incidents assist the incident management practice? It helps direct the incident to the correct support area. It determines the priority assigned to the incident. It ensures that incidents are resolved in timescales agreed with the customer. It determines how the service...
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August 23, 2021 admin
Certification Exams Questions, ITIL V4 Foundation
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Which service management dimension is focused on activities and how these are coordinated? Organizations and people Information and technology Partners and suppliers Value streams and processes Value streams and processes The value streams and processes dimension focuses on what activities the organization undertakes and how...
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August 23, 2021 admin
Certification Exams Questions, ITIL V4 Foundation
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What is the primary use of a change schedule? To support incident management and improvement planning To manage emergency changes To plan changes and help avoid conflicts To manage standard changes To plan changes and help avoid conflicts The change schedule is used to help...
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August 23, 2021 admin
Certification Exams Questions, ITIL V4 Foundation
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Which practice identifies metrics that reflect the customer’s experience of a service? Continual improvement Service desk Service level management Problem management Service level management Service level management identifies metrics and measures that are a truthful reflection of the customer’s actual experience and level of satisfaction...
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August 23, 2021 admin
Certification Exams Questions, ITIL V4 Foundation
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