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Exin ITILFND - ITIL – Foundation (v4)

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Page: 4 / 15
Total 503 questions

Which is the addition, modification or removal of anything that could have an effect on services?

A.

A change

B.

An event

C.

An incident

D.

A problem

Which activity is part of the 'continual improvement' practice?

A.

Identifying the cause of incidents and recommending related improvements

B.

Authorizing changes to implement improvements

C.

Logging and managing incidents that result in improvement opportunities

D.

Making business cases for improvement action

Which should be handled by ‘service request management’?

A.

A request to implement a security patch

B.

A request to provide a laptop

C.

A request to resolve an error in a service

D.

A request to change a target in a service level agreement

Which statement about outcomes is CORRECT?

A.

They are deliverables provided to service consumers.

B.

They allow service consumers to achieve a desired result.

C.

They provide products to service providers based on outputs.

D.

The co-create value for service providers by reducing costs and risks.

Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

Which practice makes use of methods from Lean. Agile and DevOps?

A.

Service desk

B.

Continual improvement

C.

Problem management

D.

Incident management

Which practice is most likely to benefit from the use of chatbots?

A.

Service level management

B.

Change enablement

C.

Continual improvement

D.

Service desk

Which dimension considers the application of artificial intelligence to service management?

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

Identify the Missing word(s) in the following sentence

A(n) [?] cause, or potential cause, of one or more incidents?

A.

Change

B.

Event

C.

Known error

D.

Problem

Which BEST describe the focus of the 'think and work holistically' principle?

A.

Considering the existing organizational assets before building something new

B.

Integrating an organization’s activities to deliver value

C.

Eliminating unnecessary steps to deliver valuable outcomes

D.

Breaking down large initiative into smaller pieces of work