Which is NOT a key focus of the information and technology dimension? Security and compliance Communication systems and knowledge bases Workflow management and inventory systems Roles and responsibilities Roles and responsibilities The organizations and people dimension of a service covers roles and responsibilities, formal organizational...
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September 15, 2021 admin
Certification Exams Questions, ITIL V4 Foundation
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Which of the following describes outcomes? Tangible or intangible deliverables Functionality offered by a product or service Results desired by a stakeholder Configuration of an organization’s resources Results desired by a stakeholder An outcome is a result for a stakeholder enabled by one or more...
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September 15, 2021 admin
Certification Exams Questions, ITIL V4 Foundation
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Any change of state that has significance for the management of a service or other configuration item Any component that needs to be managed in order to deliver an IT service An unplanned interruption to a service or reduction in the quality of a service...
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September 15, 2021 admin
Certification Exams Questions, ITIL V4 Foundation
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What is the definition of change? To add, modify, or remove anything that could have a direct or indirect effect on services To ensure that accurate and reliable information about the configuration of services is available To make new and changed services and features available...
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September 15, 2021 admin
Certification Exams Questions, ITIL V4 Foundation
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What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively? OPTIONS A change request is submitted to change enablement Problem management restores the service as soon as possible The problem remains in the known error status...
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September 15, 2021 admin
Certification Exams Questions, ITIL V4 Foundation
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What is a standard change? A change that is well understood, fully documented and pre-authorized A change that needs to be assessed, authorized, and scheduled by a change authority A change that doesn’t need a risk assessment because it is required to resolve an incident...
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August 26, 2021 admin
Certification Exams Questions, ITIL V4 Foundation
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Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner? Focus on value Start where you are Progress iteratively with feedback Collaborate and promote visibility Progress iteratively with feedback The description of the progress iteratively...
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August 26, 2021 admin
Certification Exams Questions, ITIL V4 Foundation
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Which is a recommendation of the service desk practice? Service desks should avoid the use of automation. Service desks should be highly technical. Service desks should understand the wider organization. Service desks should be a physical team in a single fixed location. Service desks should...
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August 26, 2021 admin
Certification Exams Questions, ITIL V4 Foundation
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Which ITIL concept describes governance? The seven guiding principles The four dimensions of service management The service value chain The service value system The service value system The components of the service value system are guiding principles, governance, service value chain, practices, and continual improvement.
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August 26, 2021 admin
Certification Exams Questions, ITIL V4 Foundation
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How should an organization adopt continual improvement methods? Use a new method for each improvement the organization handles Select a few key methods for the types of improvement that the organization handles Build the capability to use as many improvement methods as possible Select a...
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August 26, 2021 admin
Certification Exams Questions, ITIL V4 Foundation
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