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

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Question # 65

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 # 66

Identify the missing word in the following sentence.

A change is defined as the addition, modification, or removal of anything that could have a direct or indirect

effect on [?].

A.

assets

B.

values

C.

elements

D.

services

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Question # 67

Which describes a set of defined steps for implementing improvements?

A.

The ‘improve’ value chain activity

B.

The ‘continual improvement register’

C.

The ‘continual improvement model’

D.

The ‘engage’ value chain activity

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Question # 68

Which is a financially valuable component that can contribute to the delivery of a service?

A.

Configuration item

B.

Sponsor

C.

IT asset

D.

Service offering

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Question # 69

Which practice updates information relating to symptoms and business impact?

A.

Service level management

B.

Change control

C.

Service request management

D.

Incident management

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Question # 70

Which is the purpose of the 'monitoring and event management' practice?

A.

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

B.

To systematically observe services and service components, and record and report selected changes of state

C.

To protect the information needed by the organization to conduct its business

D.

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

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Question # 71

Which TWO statements about the 'service request management' practice are CORRECT?

1. Service requests are part of normal service delivery

2. Complaints can be handled as service requests

3. Service requests result from a failure in service

4. Normal changes should be handled as service requests

A.

3 and 4

B.

2 and 3

C.

1 and 4

D.

1 and 2

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Question # 72

Which step of the 'continual improvement model' defines measurable targets?

A.

how we get there?

B.

Where are we now?

C.

What is the vision?

D.

Where do we want to be?

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