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



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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