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ITIL 4 Foundation ITILFND V4 Dumps in PDF

Free ITIL ITILFND V4 Real Questions (page: 3)

Page 3 of 46 ITILFND V4 PDF — 356 Questions

QUESTION: 17

What impact does automation have on a service desk?

Less low level work and a greater ability to focus on user experience
Increased phone contact and a reduced ability to focus on user experience
Ability to work from multiple locations, geographically dispersed
Ability to work from a single centralized location

Answer(s): A

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QUESTION: 18

Identify the missing word(s) in the following sentence:
The service desk should be the entry point and single point of contact for the [?] with all of its users.

Service consumer
Service provider
Customer
Supplier

Answer(s): B

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QUESTION: 19

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

Customer engagement
Operational metrics
Business metrics
Customer feedback

Answer(s): A

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QUESTION: 20

Which is a result of applying the guiding principle 'progress iteratively with feedback'?

The ability to discover and respond to failure earlier
Standardization of practices and services
Understanding the customer's perception of value
Understanding the current state and identifying what can be reused

Answer(s): A

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QUESTION: 21

What can be used to determine if a service is 'fit for purpose'?

Availability
Warranty
Outcome
Utility

Answer(s): D

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QUESTION: 22

In service relationships, what is a benefit of identifying consumer roles?

It enables effective stakeholder management
It provides shared service expectations
It removes constraints from the customer
It enables a common definition of value

Answer(s): A

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QUESTION: 23

Which is an external input to the service value chain?

The 'improve' value chain activity
An overall plan
Customer requirements
Feedback loops

Answer(s): C

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QUESTION: 24

What term is used to describe whether a service will meet availability, capacity and security requirements?

Outcomes
Value
Utility
Warranty

Answer(s): D

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