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ITIL-4-Foundation Exam Dumps - ITIL 4 Foundation Exam

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Question # 105

Which practice provides visibility of the organization's services by capturing and reporting on service performance?

A.

Service desk

B.

Service level management

C.

Service request management

D.

Service configuration management

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Question # 106

Which are the elements of process control?

A.

Inputs, outputs and triggers

B.

Work instructions, procedures and roles

C.

Resources, capabilities and metrics

D.

Process owner, policy and objectives

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Question # 107

What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

A.

A standard change

B.

An emergency change

C.

An internal change

D.

A normal change

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Question # 108

What is defined as a change of state that has significate for the management of an IT service?

A.

Event

B.

Incident

C.

Problem

D.

Known error

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Question # 109

Which usually requires a team of representatives from many stakeholder groups?

A.

Fulfilling a service request

B.

Authorizing an emergency change

C.

Logging a new problem

D.

Investigating a major incident

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Question # 110

Which term is used to describe the prediction and control of income and expenditure within an organization?

A.

Charging

B.

Governance

C.

Budgeting

D.

Accounting

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Question # 111

Why should service desk staff detect recurring issues?

A.

To help identify problems

B.

To escalate incidents to the correct support team

C.

To ensure effective handling of service requests

D.

To engage the correct change authority

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Question # 112

How should an organization include third-party suppliers in the continual improvement of services?

A.

Ensure suppliers include details of their approach to service improvement in contracts

B.

Require evidence that the supplier uses agile development methods

C.

Require evidence that the supplier implements all improvements using project management practices

D.

Ensure that all supplier problem management activities result in improvements

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