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ITIL 4 Foundation Exam Sample Questions (Q338-Q343):
NEW QUESTION # 338
Which service request management decisions require that policies are established'?
- A. Deciding when workarounds should be used
- B. Deciding how to handle service requests where the steps are unknown
- C. Deciding which service requests require approval
- D. Deciding how degradations of service are resolved
Answer: C
NEW QUESTION # 339
How should an organization adopt continual improvement methods?
- A. Select a few key methods for the types of improvement that the organization handles
- B. Build the capability to use as many improvement methods as possible
- C. Use a new method for each improvement the organization handles
- D. Select a single method for all improvements that the organization handles
Answer: A
NEW QUESTION # 340
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
- A. Service request management
- B. Incident management
- C. Change enablement
- D. Service Request management
Answer: B
Explanation:
Incident management is typically closely aligned with the service desk, which is the single point of contact for all users communicating with IT. When a service is disrupted or fails to deliver the promised performance during normal service hours, it is essential to restore the service to normal operation as quickly as possible.
https://www.bmc.com/blogs/itil-v3-incident-management/
NEW QUESTION # 341
Which practice has a purpose that includes observing a service to report selected changes of state identified as
events?
- A. Information security management
- B. Change control
- C. Incident management
- D. Monitoring and event management
Answer: A
NEW QUESTION # 342
Which statement about the 'optimize and automate' guiding principle is CORRECT?
- A. Technology eliminates the need for human intervention
- B. Automation is best applied to non-standard tasks
- C. Activities should be automated before they are optimized
- D. Automation frees human resources for more complex activities
Answer: D
NEW QUESTION # 343
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