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ITIL ITIL-4-Foundation Exam Questions


Vendor Name: ITIL
Certification Name:ITIL 4
Exam Name:ITIL 4 Foundation Exam

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ITIL ITIL-4-Foundation Exam Questions


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ITIL-4-Foundation Exam Sample Questions:



What is an output?

 

A possible event that could cause harm or loss

 

Something created by carrying out an activity

 

A result for a stakeholder

 

A change of state that has significance for the management of a configuration item


Something created by carrying out an activity





Which practice requires that staff demonstrate excellent customer service skills, such as empathy and
emotional intelligence?

 

Release management

 

Service desk

 

Problem management

 

Supplier management


Service desk





Which is included in the purpose of the ‘design and transition’ value chain activity?

 

Ensuring that service components are available when needed

 

Providing transparency and good stakeholder relationships

 

Supporting services according to specifications

 

Continually meeting stakeholder expectations for costs


Continually meeting stakeholder expectations for costs





Which of the following can be used to access service desks?

 

Phone calls

 

All of the above

 

Text and social media messaging

 

Email


All of the above





Which statement about service desks is CORRECT?

 

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

 

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

 

The service desk should remain isolated from technical support teams

 

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


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



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