Free ITIL-4-Foundation Exam Dumps

Question 36

- (Exam Topic 3)
Identify the missing word in the following sentences.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.

A. utility
B. warranty
C. outcomes
D. outputs

Correct Answer:C

Question 37

- (Exam Topic 1)
Which is a purpose of the 'service desk' practice?

A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
B. To capture demand for incident resolution and service requests
C. To set clear business-based targets for service performance
D. To maximize the number of successful IT changes by ensuring risks are properly assessed

Correct Answer:B

Question 38

- (Exam Topic 2)
What is defined as an unplanned interruption or reduction in the quality of a service?

A. An incident
B. A problem
C. A change
D. An event

Correct Answer:A

Question 39

- (Exam Topic 2)
Which statement about metrics is CORRECT?

A. Process metrics can be used to measure end-to-end service performance
B. Technology metrics can be used to measure component performance and availability
C. Process metrics can be used to measure the utilization of a supplier’s network
D. Technology metrics can be used to determine the overall health of a process

Correct Answer:B

Question 40

- (Exam Topic 2)
Which directly assists with the diagnosis and resolution of simple incidents?

A. Scripts for collecting user information
B. Use of shift working patterns
C. Fulfillment of service requests
D. Creation of a temporary team

Correct Answer:A

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