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QUESTION: 57

Which BEST describes the purpose of the 'improve' value chain activity?

To organize a major improvement initiative into several smaller initiatives
To make new and improved services and features available for use
To ensure a shared understanding of the vision and improvement direction for all products and services
To continually improve all products and services across all value chain activities

Answer(s): D

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QUESTION: 58

Which includes governance, management practices, and continual improvement?

The service value system
The 'deliver and support' value chain activity
The 'focus on value' guiding principle
The 'value stream and processes' dimension

Answer(s): A

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QUESTION: 59

What is the definition of a problem?

An unplanned interruption to a service, or reduction in the quality of a service
A cause, or potential cause, of one or more incidents
An incident for which a full resolution is not yet available
Any change of state that has significance for the management of a configuration item (CI)

Answer(s): B

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QUESTION: 60

Which practice provides a communications point for users to report operational issues, queries and requests?

Incident management
Continual improvement
Service desk
Relationship management

Answer(s): C

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QUESTION: 61

Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

Organizations and people
Information and technology
Partners and suppliers
Value streams and processes

Answer(s): A

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QUESTION: 62

An organization asks a stakeholder to review a planned change.
Which guiding principle does this demonstrate?

Collaborate and promote visibility
Start where you are
Focus on value
Keep it simple and practical

Answer(s): A

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QUESTION: 63

Which practice has a strong influence on the user experience and perception of the service provider?

Service desk
Change enablement
Service level management
Supplier management

Answer(s): A

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QUESTION: 64

Which statement about service requests is CORRECT?

Complex service requests should be dealt with as normal changes
Service requests that require simple workflows should be dealt with as incidents
Service requests require workflows that should use manual procedures and avoid automation
Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

Answer(s): D

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ITIL Foundation Certification - IT Service Management ITIL-Foundation Exam Questions in PDF

Free ITIL ITIL-Foundation Dumps Questions (page: 8)

QUESTION: 57

QUESTION: 58

QUESTION: 59

QUESTION: 60

QUESTION: 61

QUESTION: 62

QUESTION: 63

QUESTION: 64