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[Hardware] Successfully Get the Quality ITIL ITIL-4-Foundation Exam Questions

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【Hardware】 Successfully Get the Quality ITIL ITIL-4-Foundation Exam Questions

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ITIL 4 Foundation Exam Sample Questions (Q18-Q23):NEW QUESTION # 18
Which is the FIRST thing to consider when focusing on value?
  • A. Defining customer experience and user experience
  • B. Ensuring value is co-created by improvement initiatives.
  • C. Understanding what is valuable to the service consumer
  • D. Identifying the service customer who will receive value
Answer: D
Explanation:
When focusing on value, the first step is to know who are the customers and key stakeholders being served.
Next, it is important to have an understanding of what consitutes value from the consumer's perspective.
https://www.bmc.com/blogs/itil-g ... on%20value%2C%20the,va

NEW QUESTION # 19
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
  • A. Service desk
  • B. Incident management
  • C. Problem management
  • D. Continual improvement
Answer: A

NEW QUESTION # 20
What is a configuration item?
  • A. Any financially valuable component that can contribute to delivery of an IT product or service
  • B. Any component that needs to be managed in order to deliver an IT service
  • C. A problem that has been analyzed but has not been resolved
  • D. Any change of state that has significance for the management of a service
Answer: B
Explanation:
Reference: https://www.bmc.com/blogs/itil-key-terms/

NEW QUESTION # 21
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
Answer: A
Explanation:
Explanation/Reference: https://www.atlassian.com/itsm/service-request-management

NEW QUESTION # 22
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?
  • A. Guiding principles
  • B. Practices
  • C. Continual improvement
  • D. Service value chain
Answer: C

NEW QUESTION # 23
......
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