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

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Question # 65

Which practice provides a single point of contact for users?

A.

Incident management

B.

Change control

C.

Service desk

D.

Service request management

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Question # 66

Which service level metrics are BEST for measuring user experience?

A.

Single system-based metrics

B.

Metrics for the percentage of uptime of a service

C.

Operational metrics

D.

Metrics linked to defined outcomes

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Question # 67

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

A.

Incident management

B.

Monitoring and event management

C.

Change control

D.

Information security management

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Question # 68

Which stakeholders co-create value in a service relationship?

A.

Investor and consumer

B.

Investor and supplier

C.

Consumer and provider

D.

Provider and supplier

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Question # 69

What is the expected outcome from using a service value chain?

A.

Service value streams

B.

Value realization

C.

Customer engagement

D.

The application of practices

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Question # 70

Which ITIL guiding principle recommends using existing services, processes and tools when improving

services?

A.

Progress iteratively with feedback

B.

Keep is simple and practical

C.

Start where you are

D.

Focus on value

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Question # 71

Which statement about service desks is CORRECT?

A.

The service desk should work in close collaboration with support and development teams

B.

The service desk should rely on self-service portals instead of escalation to support teams

C.

The service desk should remain isolated from technical support teams

D.

The service desk should escalate all technical issues to support and development teams

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Question # 72

Which guiding principle recommends coordinating all dimensions of service management?

A.

Start where you are

B.

Think and work holistically

C.

Keep it simple and practical

D.

Progress iteratively with feedback

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