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ITIL 4 Foundation Certification Exam is a valuable credential for individuals who want to gain a fundamental understanding of the ITIL 4 framework and its application in an organization. Achieving the certification can benefit both individuals and organizations by improving service delivery, reducing costs, and increasing job opportunities and earning potential.
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ITIL 4 Foundation certification exam covers various topics such as the key concepts of service management, the four dimensions of service management, the ITIL service value system, and the value chain activities. ITIL-4-Foundation course is designed to help professionals understand how to align business objectives with IT requirements, develop effective IT governance strategies, and deliver customer-centric services. ITIL 4 Foundation Exam certification exam is designed to assess the candidate's understanding of these key concepts and principles.
ITIL-4-Foundation (ITIL 4 Foundation) exam is a globally recognized certification that validates the knowledge and understanding of IT service management (ITSM) practices. ITIL is a framework designed to provide a set of best practices for IT service management. ITIL 4 Foundation certification covers the basics of ITIL 4, including the key concepts and terminology used in the framework. ITIL 4 Foundation Exam certification is ideal for IT professionals who want to understand the importance of ITIL 4 and how it can be used to improve IT service delivery. ITIL 4 Foundation Exam Sample Questions (Q53-Q58):NEW QUESTION # 53
Which statement about service desks is CORRECT?
A. The service desk should escalate all technical issues to support and development teams
B. The service desk should remain isolated from technical support teams
C. The service desk should work in close collaboration with support and development teams
D. The service desk should rely on self-service portals instead of escalation to support teams
Answer: C
NEW QUESTION # 54
Which of the following is a necessity to a successful service level agreement (SLAs)?
A. In order to promote consistent service, they should be be carried forward, unchanged, from one year to the next
B. The language and terms used in the SLA should be commonly understood by all parties
C. Vague targets, such as those related to user experience should be avoided
D. Base the SLA on system-based metrics that are useful to the service provider
Answer: B
Explanation:
A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both services required and the expected level of service1. A necessity to a successful SLA is that the language and terms used in the SLA should be commonly understood by all parties, to avoid ambiguity, confusion, and disputes2. The other statements are not true because:
Base the SLA on system-based metrics that are useful to the service provider: The SLA should be based on customer-based metrics that are meaningful to the customer and reflect the value of the service2.
In order to promote consistent service, they should be carried forward, unchanged, from one year to the next: The SLA should be reviewed and updated regularly to reflect changing business needs, customer expectations, and service performance2.
Vague targets, such as those related to user experience should be avoided: The SLA should include both quantitative and qualitative targets, such as those related to user experience, satisfaction, and perception, as well as availability, reliability, and security2. Reference: ITIL Foundation - ITIL 4 Edition, page 16; ITIL 4 - A Pocket Guide, page 37; ITIL 4 Practice Guide: Service Level Management, page 8.
NEW QUESTION # 55
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
NEW QUESTION # 56
What ensures that a service provider and a service consumer continually co-create value?
A. Service consumption
B. Change enablement
C. Service offerings
D. Service relationship management
Answer: D
Explanation:
Explanation
A service relationship is defined as the cooperation between a service provider and service consumer. Service relationships are established between two or more organizations to co-create value. An organization can play the role of provider or consumer interchangeably, depending on the situation. https://www.bmc.com/blogs/itil-k ... eholder%20managemen
NEW QUESTION # 57
Which is a purpose of the 'relationship management' practice?
A. To identify, analyze, monitor, and continually improve links with stakeholders
B. To be the entry point and single point of contact for the service provider with all of its users
C. To protect the information needed by the organization to conduct its business
D. To systematically observe services and service components
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