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ITIL Exam Prep: Study Materials & Mock Tests, ITIL 4 Foundation Exam | SPOTO

Prepare effectively for the ITIL 4 Foundation Exam with SPOTO's comprehensive ITIL Exam Prep resources, including Study Materials & Mock Tests. Our platform offers a diverse range of study materials and mock tests to enhance your exam preparation journey. Access practice tests, exam dumps, and mock exams meticulously designed to simulate the actual exam environment. Dive into our repository of exam questions and answers, sample questions, and exam materials to reinforce your understanding of key concepts. Utilize our online exam questions and exam simulator to practice and refine your test-taking skills. Whether you're starting your ITIL 4 journey or updating your existing knowledge, SPOTO provides essential tools and resources for effective exam preparation. Maximize your chances of success with SPOTO's ITIL exam prep materials and mock tests, and excel in your certification endeavor.

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Question #1
Which is included in the purpose of the 'deliver and support' value chain activity?
A. Meeting stakeholder expectations for time to market
B. Understanding the organization's service vision C
View answer
Correct Answer: D

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Question #2
In which two situations should the ITIL guiding principles be considered? 1. In every initiative 2. In relationships with all stakeholders 3. Only in specific initiatives where the principle is relevant 4. Only in specific stakeholder relationships where the principle is relevant
A. 1 and 2
B. 2 and 3 C
View answer
Correct Answer: B
Question #3
Which service transition process provides guidance about converting data into information?
A. Change evaluation
B. Knowledge management C
View answer
Correct Answer: D
Question #4
Which is a service request?
A. Requesting a workaround for an issue
B. Requesting information about how to create a document C
View answer
Correct Answer: C
Question #5
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
A. Change control
B. IT asset management C
View answer
Correct Answer: D
Question #6
Which statement about the steps to fulfill a service request is CORRECT?
A. They should be complex and detailed
B. They should be well-known and proven C
View answer
Correct Answer: B
Question #7
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
A. Define measurable targets
B. Perform baseline assessments C
View answer
Correct Answer: A
Question #8
What are the MOST important skills required by service desk staff?
A. Incident analysis skills B
View answer
Correct Answer: D
Question #9
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
A. Each iteration should be designed before starting the initiative and implemented without feedback
B. Feedback should only be taken into account when one iteration fails to meet its objective C
View answer
Correct Answer: A
Question #10
What is the purpose of the 'information security management' practice?
A. To protect the information needed by the organization to conduct its business
B. To observe services and service components C
View answer
Correct Answer: A
Question #11
Which guiding principle considers the importance of customer loyalty?
A. Progress iteratively with feedback
B. Focus on value C
View answer
Correct Answer: D
Question #12
Which is a purpose of the 'service level management' practice?
A. To establish and nurture the links between the organization and its stakeholders
B. To ensure that the organization's suppliers and their performance are managed appropriately C
View answer
Correct Answer: D
Question #13
Which are the elements of process control?
A. Inputs, outputs and triggers
B. Work instructions, procedures and roles C
View answer
Correct Answer: A
Question #14
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
A. Service desk
B. Service request management C
View answer
Correct Answer: C
Question #15
How does information about problems and known errors contribute to 'incident management'?
A. It enables quick and efficient diagnosis of incidents
B. It removes the need for regular customer updates C
View answer
Correct Answer: B
Question #16
How should automation be implemented?
A. By replacing human intervention wherever possible
B. By replacing the existing tools first C
View answer
Correct Answer: A
Question #17
What describes the steps needed to create and deliver a specific service to a consumer?
A. Service management B
View answer
Correct Answer: C
Question #18
What is a definition of a service improvement plan (SIP)? A.A formal plan to implement improvements to a customer's business processes
B. An input from availability management to service level management, detailing the service design plan C
View answer
Correct Answer: D
Question #19
What is used to link activities within the service value chain?
A. Service level agreements
B. Inputs, outputs and triggers C
View answer
Correct Answer: B
Question #20
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
A. An IT asset
B. A customer C
View answer
Correct Answer: B
Question #21
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
A. Change control
B. Continual improvement C
View answer
Correct Answer: C
Question #22
Which describes a standard change?
A. A change that needs to be scheduled, assessed and authorized following a defined process
B. A change that is typically implemented as a service request C
View answer
Correct Answer: B
Question #23
What includes governance as a component? A.Practices
B. The service value chain C
View answer
Correct Answer: C
Question #24
What is described by the service value system?
A. How all the components and activities of the organization work together as a system to enable value creation
B. Services based on one or more products, designed to address needs of a target consumer group C
View answer
Correct Answer: B
Question #25
What is important for a 'continual improvement register' (CIR)?
A. Improvement ideas are documented, assessed and prioritized
B. Improvement ideas from many sources are kept in a single CIR C
View answer
Correct Answer: B
Question #26
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
View answer
Correct Answer: C
Question #27
Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].
A. assets
B. values C
View answer
Correct Answer: D
Question #28
Which is an example of improving service utility using service management automation?
A. Pre-determined routing of a service request
B. Reducing the time to compile service data C
View answer
Correct Answer: A
Question #29
What MAIN factors are considered to assess the priority of an incident?
A. The urgency and impact
B. The impact and complexity C
View answer
Correct Answer: D
Question #30
Which statement about change management is CORRECT?
A. It optimizes overall business risk
B. It optimizes financial exposure C
View answer
Correct Answer: A
Question #31
Which gives a user access to a system?
A. Service requirement
B. Service agreement C
View answer
Correct Answer: A
Question #32
Which process works with incident management to ensure that security breaches are detected and logged?
A. Change management
B. Service level management C
View answer
Correct Answer: A
Question #33
What is defined as a cause, or potential cause, of one or more incidents?
A. Change
B. Event C
View answer
Correct Answer: D
Question #34
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
A. Incident management
B. Problem management C
View answer
Correct Answer: A
Question #35
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
A. A standard change
B. An emergency change C
View answer
Correct Answer: B
Question #36
How should the workflow for a new service request be designed?
A. Use a single workflow for all types of service request
B. Use different workflows for each type of service request C
View answer
Correct Answer: C
Question #37
What is NOT within the scope of service catalogue management?
A. Contribution to the definition of services
B. Interfaces between all services and supporting services C
View answer
Correct Answer: B
Question #38
Which process is used to compare the value that new services offer with the value of the services they have replaced?
A. Availability management
B. Capacity management C
View answer
Correct Answer: C
Question #39
Identify the missing word in the following sentence. A user is [?] that uses services.
A. an organization
B. a role C
View answer
Correct Answer: C
Question #40
What is defined as a change of state that has significate for the management of an IT service?
A. Event
B. Incident C
View answer
Correct Answer: B
Question #41
What are the ITIL guiding principles used for?
A. To help an organization make good decisions B
View answer
Correct Answer: C
Question #42
What helps diagnose and resolve a simple incident?
A. Rapid escalation
B. Formation of a temporary team C
View answer
Correct Answer: C
Question #43
Which is a purpose of the 'service desk' practice?
A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. To be the entry point and single point of contact for the service provider with all of its users C
View answer
Correct Answer: B
Question #44
What is the PRIMARY use of a change schedule?
A. To support the 'incident management' practice and improvement planning
B. To manage emergency changes C
View answer
Correct Answer: C
Question #45
What three elements make up the Service Portfolio?
A. Customer portfolio, service catalogue and retired services
B. Customer portfolio, configuration management system and service catalogue C
View answer
Correct Answer: C
Question #46
Which processes are responsible for the regular review of underpinning contracts?
A. Supplier management and service level management
B. Supplier management and change management C
View answer
Correct Answer: B
Question #47
Which usually requires a team of representatives from many stakeholder groups?
A. Fulfilling a service request B
View answer
Correct Answer: D
Question #48
Which two statements about the 'service request management' practice are CORRECT? 1. Service requests are part of normal service delivery 2. Complaints can be handled as service requests 3. Service requests result from a failure in service 4. Normal changes should be handled as service requests
A. 1 and 2
B. 2 and 3 C
View answer
Correct Answer: B
Question #49
Which of the following should IT service continuity strategy be based on? 1. Design of the service metrics 2. Business continuity strategy 3. Business impact analysis (BIA) 4. Risk assessment
A. 1, 2 and 4 only
B. 1, 2 and 3 only C
View answer
Correct Answer: C
Question #50
What is the expected outcome from using a service value chain?
A. Service value streams
B. Customer engagement C
View answer
Correct Answer: B
Question #51
Which role approves the cost of services?
A. User
B. Change authority C
View answer
Correct Answer: B
Question #52
What is the purpose of the 'deployment management' practice?
A. To ensure services achieve agreed and expected performance
B. To make new or changed services available for use C
View answer
Correct Answer: D
Question #53
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
A. It should always be used to support direct observation
B. It should always be used instead of direct observation C
View answer
Correct Answer: C
Question #54
Which two statements about an organization's culture are CORRECT? 1. It is created from shared values based on how it carries out its work 2. It is determined by the type of technology used to support services 3. It should be based on the culture of prospective suppliers 4. It should be based on the objectives of the organization
A. 1 and 2
B. 2 and 3 C
View answer
Correct Answer: A
Question #55
What is defined as any component that needs to be managed in order to deliver an IT service?
A. A service request
B. A configuration item (CI) C
View answer
Correct Answer: A
Question #56
Which statement about the 'change enablement' practice is CORRECT?
A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process
B. Normal changes are triggered by the creation of a change request which can be created manually or automated C
View answer
Correct Answer: D
Question #57
What is a recommendation of the 'focus on value' guiding principle?
A. Make 'focus on value' a responsibility of the management
B. Focus on the value of new and significant projects first C
View answer
Correct Answer: D
Question #58
Which stakeholders co-create value in a service relationship?
A. Investor and supplier
B. Consumer and provider C
View answer
Correct Answer: B
Question #59
Which dimension includes activities and workflows?
A. Organizations and people
B. Information and technology C
View answer
Correct Answer: D
Question #60
What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?
A. An initial baseline assessment
B. The production of a detailed CSI plan C
View answer
Correct Answer: B
Question #61
What should be done to determine the appropriate metrics for measuring a new service?
A. Measuring the performance over the first six months, and basing a solution on the results B
View answer
Correct Answer: D
Question #62
What is an incident?
A. The planned removal of an item that might affect a service
B. A result enabled by one or more outputs C
View answer
Correct Answer: B
Question #63
What can be used to help determine the impact level of a problem?
A. Definitive media library (DML)
B. Configuration management system (CMS) C
View answer
Correct Answer: D
Question #64
What should a release policy include?
A. The process owner and process manager for each type of release
B. The roles and responsibilities for incident and problem resolution C
View answer
Correct Answer: D
Question #65
What do customer perceptions and business outcomes help to define?
A. The value of a service B
View answer
Correct Answer: D
Question #66
What is a change schedule used for?
A. To help plan emergency changes
B. To help authorize standard changes C
View answer
Correct Answer: D
Question #67
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
A. Problem management
B. Supplier management C
View answer
Correct Answer: B
Question #68
What is an IT asset?
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 a service C
View answer
Correct Answer: D
Question #69
Which guiding principle is PRIMARILY concerned with end-to-end service delivery? A. Focus on value
B. Think and work holistically C
View answer
Correct Answer: C
Question #70
Which statement about the known error database (KEDB) is CORRECT?
A. It is maintained by the service desk and updated with the details of each new incident
B. It is a part of the configuration management database (CMDB) and contains workarounds C
View answer
Correct Answer: D
Question #71
Which describes a set of defined steps for implementing improvements?
A. The 'improve' value chain activity
B. The 'continual improvement register' C
View answer
Correct Answer: A
Question #72
Which describes the utility of a service?
A. service that is fit for use
B. service that meets its service level targets
C. service that increases constraints on the consumer
D. service that supports the performance of the consumer
View answer
Correct Answer: B
Question #73
Which is a supplier category?
A. Technical
B. Commodity C
View answer
Correct Answer: D
Question #74
When should the effectiveness of a problem workaround be assessed?
A. Whenever the workaround is used
B. Whenever the problem is resolved C
View answer
Correct Answer: A
Question #75
What are guiding principles?
A. A set of interconnected activities that help an organization deliver a valuable service
B. A description of one or more services that help address the needs of a target consumer group C
View answer
Correct Answer: A
Question #76
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
A. Start where you are
B. Collaborate and promote visibility C
View answer
Correct Answer: C
Question #77
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements? A. Service-based SLA view
B. Wholesale customer view C
View answer
Correct Answer: C
Question #78
When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?
A. An organization should always use a single technique to ensure metrics are consistent
B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis C
View answer
Correct Answer: B
Question #79
Identify the missing words in the following sentence. The management of information security incidents usually requires [?].
A. Immediate escalation
B. Specialist teams C
View answer
Correct Answer: C
Question #80
Which is an example of a business related measurement?
A. The number of passengers checked in
B. The average time to response to change requests C
View answer
Correct Answer: A
Question #81
Which practice owns and manages issues, queries and requests from users?
A. Incident management
B. Service desk C
View answer
Correct Answer: A
Question #82
Which practice would help a user gain access to an application that they need to use?
A. Service configuration management
B. Change enablement C
View answer
Correct Answer: C
Question #83
Who is responsible for defining metrics for change management?
A. The change management process owner
B. The change advisory board (CAB) C
View answer
Correct Answer: C
Question #84
Which service level metrics are BEST for measuring user experience?
A. Single system-based metrics
B. Metrics for the percentage of uptime of a service C
View answer
Correct Answer: C
Question #85
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
A. Service offering
B. Service provision C
View answer
Correct Answer: A
Question #86
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
A. As a change request
B. As a service request C
View answer
Correct Answer: B
Question #87
Why should some service requests be fulfilled with no additional approvals?
A. To ensure that spending is properly accounted for
B. To ensure that information security requirements are met C
View answer
Correct Answer: C
Question #88
Which skill is an essential part of the 'service level management' practice?
A. Technical knowledge
B. Listening C
View answer
Correct Answer: B
Question #89
Which competencies are required by the 'service level management' practice?
A. Problem investigation and resolution
B. Business analysis and commercial management C
View answer
Correct Answer: A
Question #90
Which dimension includes the knowledge needed for the management of services?
A. Organizations and people
B. Value streams and processes C
View answer
Correct Answer: A
Question #91
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
A. Information security management
B. Monitoring and event management C
View answer
Correct Answer: D
Question #92
Which practice makes new services available for use?
A. Change enablement
B. Release management C
View answer
Correct Answer: C
Question #93
What is the purpose of the 'problem management' practice?
A. To protect the information needed by the organization to conduct its business
B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors C
View answer
Correct Answer: C
Question #94
Service transition contains detailed descriptions of which processes?
A. Change management, service asset and configuration management, release and deployment management
B. Change management, capacity management, event management, service request management C
View answer
Correct Answer: A
Question #95
Which statement about the automation of service requests is CORRECT?
A. Service requests that cannot be automated should be handled as incidents
B. Service requests and their fulfillment should be automated as much as possible C
View answer
Correct Answer: C
Question #96
What is the CORRECT definition of service management?
A. A set of specialized assets for transitioning services into the live operational environment
B. A set of specialized organizational capabilities for delivering value to customers in the form of services C
View answer
Correct Answer: B
Question #97
Which describes normal changes?
A. Changes that are low-risk and pre-authorized
B. Changes that need to be scheduled and assessed following a process C
View answer
Correct Answer: B
Question #98
What is a change schedule PRIMARILY used for?
A. To help plan, authorize and schedule emergency changes
B. To publish a list of service requests that users can select C
View answer
Correct Answer: D
Question #99
Which is an objective of the design coordination process?
A. To produce service design packages and ensure they are handed over to service transition
B. To assess and evaluate all changes and their impact on service designs C
View answer
Correct Answer: B
Question #100
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
A. Service operation
B. Service transition C
View answer
Correct Answer: A
Question #101
Which statement BEST describes the value of service strategy to the business?
A. It allows higher volumes of successful change
B. It reduces unplanned costs through optimized handling of service outages C
View answer
Correct Answer: A
Question #102
Which statement about costs is CORRECT?
A. Costs imposed on the consumer are costs of service utility
B. Costs removed from the consumer are part of the value proposition C
View answer
Correct Answer: A
Question #103
Which guiding principle helps to ensure that better information is available for decision making?
A. Keep it simple and practical
B. Think and work holistically C
View answer
Correct Answer: D
Question #104
Which practice needs people who understand complex systems and have creative and analytical skills?
A. hange enablement
B. ervice level management
C. ervice request management
D. roblem management
View answer
Correct Answer: C
Question #105
Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.
A. suppliers B
View answer
Correct Answer: C
Question #106
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
A. Start where you are
B. Collaborate and promote visibility C
View answer
Correct Answer: C
Question #107
In which step of the 'continual improvement model' is an improvement plan implemented?
A. What is the vision?
B. How do we get there? C
View answer
Correct Answer: C
Question #108
What must always be done before an activity is automated?
A. Check that the activity has already been optimized
B. Check that suitable new technology has been purchased C
View answer
Correct Answer: C
Question #109
Which guiding principle recommends standardizing and streamlining manual tasks?
A. Optimize and automate
B. Collaborate and promote visibility C
View answer
Correct Answer: D
Question #110
Which term is used to describe the prediction and control of income and expenditure within an organization?
A. Charging
B. Governance C
View answer
Correct Answer: A
Question #111
Which dimension includes a workflow management system?
A. Organizations and people
B. Partners and suppliers C
View answer
Correct Answer: A
Question #112
Which is the correct combination of items that makes up an IT service?
A. Customers, providers and documents
B. Information technology, people and processes C
View answer
Correct Answer: C
Question #113
Which is the CORRECT explanation of the 'R' role in a RACI matrix?
A. This role ensures that activities are executed correctly
B. This role has ownership of the end result C
View answer
Correct Answer: C
Question #114
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
A. Service level management
B. Service configuration management C
View answer
Correct Answer: C
Question #115
Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.
A. information B
View answer
Correct Answer: A
Question #116
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
A. Supplier management
B. Change enablement C
View answer
Correct Answer: C
Question #117
What is defined as an unplanned interruption or reduction in the quality of a service?
A. An incident
B. A problem C
View answer
Correct Answer: B
Question #118
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
A. Service management
B. Continual improvement C
View answer
Correct Answer: C
Question #119
Which value chain activity ensures that service components meet agreed specifications? A.Plan
B. Design and transition C
View answer
Correct Answer: C
Question #120
Which guiding principle recommends coordinating all dimensions of service management?
A. Start where you are
B. Progress iteratively with feedback C
View answer
Correct Answer: C
Question #121
Which are phases of the release and deployment process? 1. Release build and test 2. Review and close 3. Categorize and record 4. Change authorization and schedule
A. 1 and 2
B. 1 and 3 C
View answer
Correct Answer: B
Question #122
What is the purpose of the 'incident management' practice?
A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. To capture demand for incident resolution and service requests C
View answer
Correct Answer: C
Question #123
Which is a purpose of the 'engage' value chain activity?
A. Meeting expectations for quality, costs and time-to-market
B. Providing transparency and good relationships C
View answer
Correct Answer: B
Question #124
What actions does a service desk take for all issues, queries and requests that are reported to them?
A. Schedule, assess, authorize
B. Diagnose, investigate, resolve C
View answer
Correct Answer: D
Question #125
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
A. Progress iteratively with feedback
B. Focus on value C
View answer
Correct Answer: D
Question #126
Which guiding principle focuses on reducing costs and human errors?
A. Focus and value
B. Collaborate and promote visibility C
View answer
Correct Answer: C
Question #127
Which of these should be logged and managed as a problem?
A. A user requests delivery of a laptop
B. A monitoring tool detects a change of state for a service C
View answer
Correct Answer: D
Question #128
How does a service consumer contribute to the reduction of disk?
A. By paying for the service
B. By managing server hardware C
View answer
Correct Answer: C
Question #129
Which is included in the purpose of the 'design and transition' value chain activity?
A. Ensuring that service components are available when needed
B. Providing transparency and good stakeholder relationships C
View answer
Correct Answer: D
Question #130
What is typically needed to assign complex incidents to support groups?
A. A self-help tool
B. The incident priority C
View answer
Correct Answer: B
Question #131
Where should all master copies of controlled software and documentation be stored?
A. In the definitive capacity library
B. In the definitive media library C
View answer
Correct Answer: A
Question #132
Which is an important principle of communication in service operation?
A. Information should always be communicated
B. It has an intended purpose or a resultant action C
View answer
Correct Answer: A
Question #133
Which statement about outcomes is CORRECT?
A. Outcomes are one or more services that fulfill the needs of a service consumer
B. Service providers help service consumers achieve outcomes C
View answer
Correct Answer: C
Question #134
Which is NOT a component of the service value system?
A. The guiding principles
B. Governance C
View answer
Correct Answer: D
Question #135
Which statement about the 'four Ps' of service design is CORRECT?
A. Processes refers to skill and training
B. Partners refers to suppliers and vendors C
View answer
Correct Answer: D
Question #136
Identify the missing word in the following sentence. The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.
A. measurement
B. tools C
View answer
Correct Answer: D
Question #137
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
A. Local
B. Centralized C
View answer
Correct Answer: C
Question #138
Which is an external input to the service value chain?
A. The 'improve' value chain activity
B. An overall plan C
View answer
Correct Answer: A
Question #139
What is the primary focus of business capacity management? A.Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
B. Review of all capacity supplier agreements and underpinning contracts with supplier management C
View answer
Correct Answer: B
Question #140
What should be used to set user expectations for request fulfillment times?
A. The time that the customer indicates for service delivery
B. The consumer demand for the service C
View answer
Correct Answer: D
Question #141
What is the purpose of the 'relationship management' practice?
A. To establish and nurture the links between the organization and its stakeholders
B. To align the organization's practices and services with changing business needs C
View answer
Correct Answer: A
Question #142
Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.
A. osts
B. sers
C. alue
D. erformances
View answer
Correct Answer: B
Question #143
When should a change request be submitted to resolve a problem?
A. As soon as a solution for the problem has been identified
B. As soon as a workaround for the problem has been identified C
View answer
Correct Answer: D
Question #144
Which are elements of the service value system?
A. Service provision, service consumption, service relationship management
B. Governance, service value chain, practices C
View answer
Correct Answer: B
Question #145
Which is included in the purpose of the 'service level management' practice?
A. To maximize the number of successful service and product changes
B. To ensure accurate information about the configuration of services is available C
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Correct Answer: A
Question #146
Which is a key requirement for a successful service level agreement? A. It should be written in legal language
B. It should be simply written and easy to understand C
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Correct Answer: C

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