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Question 28

Which service level metrics are BEST for measuring user experience?

Options:

A.

Single system-based metrics

B.

Metrics for the percentage of uptime of a service

C.

Operational metrics

D.

Metrics linked to defined outcomes

Question 29

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

Options:

A.

Incident management

B.

Continual improvement

C.

Service request management

D.

Problem management

Question 30

Which dimension considers how knowledge assets should be protected?

Options:

A.

Organizations and people

B.

Partners and suppliers

C.

Information and technology

D.

Value streams and processes

Question 31

When should a change request be submitted to resolve a problem?

Options:

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.

As soon as the analysis of the frequency and impact of incidents justifies the change

D.

As soon as the analysis of cost, risks and benefits justifies the change

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Exam Code: ITIL-4-Foundation
Exam Name: ITIL 4 Foundation Exam
Last Update: Jan 22, 2025
Questions: 542
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