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QUESTION: 9

Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?

It should always be used to support direct observation
It should always be used instead of direct observation
Measured data is always more accurate than direct observation
The act of measuring always positively impacts results

Answer(s): A

QUESTION: 10

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

Service desk
Service request management
Service level management
Service configuration management

Answer(s): C

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QUESTION: 11

What should be considered as part of the 'partners and suppliers' dimension?

The level of integration and formality involved in the relationships between organizations
The activities, workflows, controls and procedures needed to achieve the agreed objectives
The information created, managed and used in the course of service provision and consumption
The required skills and competencies of teams and individual members of the organization

Answer(s): A

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QUESTION: 12

Which practice makes new services available for use?

Change enablement
Release management
Deployment management
IT asset management

Answer(s): B

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QUESTION: 13

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

Executing improvement actions
Performing baseline assessments
Defining the improvement plan
Understanding the business mission

Answer(s): B

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QUESTION: 14

Which guiding principle considers the importance of customer loyalty?

Progress iteratively with feedback
Focus on value
Optimize and automate
Start where you are

Answer(s): B

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QUESTION: 15

Which is a recommendation of the guiding principle 'think and work holistically'?

Conduct a review of existing service management practices and decide what to keep and what to discard
Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
Review service management practices and remove any unnecessary complexity
Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Answer(s): D

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QUESTION: 16

Which statement about 'continual improvement' is CORRECT?

All improvement ideas should be logged in a single 'continual improvement register'
A single team should carry out 'continual improvement' across the organization
'Continual improvement' should have minimal interaction with other practices
Everyone in the organization is responsible for some aspects of 'continual improvement'

Answer(s): D

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ITIL Foundation Certification - IT Service Management ITIL-Foundation Dumps in PDF

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QUESTION: 16