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ITIL ITIL-4-Foundation Questions Answers

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Question 16

Which statement about managing incidents is CORRECT?

Options:

A.

Low impact incidents should be resolved efficiently, making logging unnecessary

B.

The 'incident management' practice should use a single process regardless of the impact of the incident

C.

Low impact incidents should be resolved efficiently so the resource required is reduced

D.

Incidents with the lowest impact should be resolved first

Question 17

Identify the missing words in the following sentence.

When an organization has decided to improve a service, it should start by considering [?].

Options:

A.

existing information

B.

new methods

C.

additional measurements

D.

revised processes

Question 18

Which is the BEST example of a standard change?

Options:

A.

The review and authorization of a change requested by a customer

B.

The implementation of a critical software patch in response to a vendor security Issue

C.

The Installation of a software application in response to a service request

D.

The replacement of a component in response to a major incident

Question 19

What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?

Options:

A.

Restricting information about the improvement to essential stakeholders only.

B.

Increasing collaboration and visibility for the improvement.

C.

Involving customers after all planning has been completed.

D.

Engaging every stakeholder group in the same way, with the same communication.

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Exam Code: ITIL-4-Foundation
Exam Name: ITIL 4 Foundation Exam
Last Update: Dec 22, 2024
Questions: 536
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