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[General] ITIL ITIL-4-Foundation Exam Questions [2026] Right Preparation Material

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【General】 ITIL ITIL-4-Foundation Exam Questions [2026] Right Preparation Material

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ITIL 4 Foundation Exam Sample Questions (Q19-Q24):NEW QUESTION # 19
What should be done first when applying the 'focus on value' guiding principle?
  • A. Determine the cost of providing the service
  • B. Determine who the service consumer is in each situation
  • C. Identify all suppliers and partners involved in the service
  • D. Identify the outcomes that the service facilitates
Answer: B

NEW QUESTION # 20
Which is a key requirement for successful service level agreements (SLAs)?
  • A. They should be based on system-based metrics which are useful to the service provider
  • B. They should avoid ambiguous targets such as those relating to user experience
  • C. They should be written using language and terms which all parties will understand
  • D. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
Answer: C
Explanation:
Explanation
An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLAs are used to measure the performance of services from the customer's point of view, and it is important that they are agreed in the wider business context.
Some of the key requirements for successful SLAs include:
They must be related to a defined 'service' in the service catalogue. Individual metrics without a specified service context are unhelpful.
They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
They should reflect an 'agreement': an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
They must be simply written and easy to understand and use for all parties.
https://www.bmc.com/blogs/itil-s ... vel%20Agreements%20(SLA

NEW QUESTION # 21
What is the purpose of the 'deployment management' practice?
  • A. To move new or changed components to live environments
  • B. To ensure services achieve agreed and expected performance
  • C. To make new or changed services available for use
  • D. To set clear business-based targets for service performance
Answer: A

NEW QUESTION # 22
What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?
  • A. Understanding priorities for improvement
  • B. The production of a detailed CSI plan
  • C. An initial baseline assessment
  • D. Verifying that improvement targets have been achieved
Answer: D
Explanation:
Explanation
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NEW QUESTION # 23
Why should a service level agreement include bundles of metrics?
  • A. To ensure that all services are included in the service reports
  • B. To help focus on business outcomes, rather than operational result.
  • C. To reduce the number of metrics that need to be measured and reported
  • D. To ensure that the service levels have been agreed with customers
Answer: B
Explanation:
Individual metrics without a specified service context are unhelpful. They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
https://www.bmc.com/blogs/itil-s ... vel%20Agreements%20(SLA

NEW QUESTION # 24
......
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