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ITIL 4 Foundation Exam Sample Questions (Q304-Q309):
NEW QUESTION # 304
When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?
- A. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
- B. An organization should always use a single technique to ensure metrics are consistent
- C. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
- D. An organization should always develop competencies in methodologies and techniques that will meet their needs
NEW QUESTION # 305
In service relationships, what is a benefit of identifying consumer roles?
- A. It provides shared service expectations
- B. It enables effective stakeholder management
- C. It removes constraints from the customer
- D. It enables a common definition of value
NEW QUESTION # 306
Which statement about service requests is CORRECT?
- A. Service requests that require simple workflows should be dealt with as incidents
- B. Complex service requests should be dealt with as normal changes
- C. Service requests require workflows that should use manual procedures and avoid automation
- D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
NEW QUESTION # 307
What includes governance as a component?
- A. The guiding principles
- B. Practices
- C. The service value chain
- D. The service value system
NEW QUESTION # 308
Which practice provides a communications point for users to report operational issues, queries and requests?
- A. Service desk
- B. Relationship management
- C. Incident management
- D. Continual improvement
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
NEW QUESTION # 309
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