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Free ITIL ITIL-4-Foundation Sample Questions
Question 1
Which is a way of applying the guiding principle 'focus on value'?
A. Understanding how service consumers use services
B. Comprehending the whole, but doing something
C. Recognizing the complexity of systems
D. Doing fewer things, but doing them better
Answer: A
Question 2
In which situation will incident management USUALLY use a separate process?
A. Where no target resolution time exists
B. For low impact incidents
C. Where the cause must be diagnosed
D. For information security incidents
Answer: D
Question 3
Which is part of the value proposition of a service?
A. Costs removed from the consumer by the service
B. Costs imposed on the consumer by the service
C. Outputs of the service received by the consumer
D. Risks imposed on the consumer by the service
Answer: A
Question 4
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
A. Service request management
B. Change enablement
C. Problem management
D. Service level management
Answer: D
Question 5
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
Answer: A
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