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You have completed the ITIL 4 Foundation Sample Paper 1
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Question 1 of 40
1. Spørgsmål
1) Which practice is responsible for moving components to live environments?
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Question 2 of 40
2. Spørgsmål
2) Which practice includes the classification, communication and ownership of incidents, requests and other queries from users?
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Question 3 of 40
3. Spørgsmål
3) Which practice identifies metrics that reflect the customer’s experience of a service?
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Question 4 of 40
4. Spørgsmål
4) What is the PRIMARY use of a change schedule?
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Question 5 of 40
5. Spørgsmål
5) Which service management dimension is focused on activities and how these are coordinated?
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Question 6 of 40
6. Spørgsmål
6) How does categorization of incidents assist the ‘incident management’ practice?
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Question 7 of 40
7. Spørgsmål
7) Identify the missing word(s) in the following sentence.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.
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Question 8 of 40
8. Spørgsmål
8) Which is a recommendation of the ‘continual improvement’ practice?
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Question 9 of 40
9. Spørgsmål
9) Which is a potential benefit of using an IT service management tool to support the ‘incident management’ practice?
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Question 10 of 40
10. Spørgsmål
10) Which role submits service requests?
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Question 11 of 40
11. Spørgsmål
11) Which practice provides a single point of contact for users?
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Question 12 of 40
12. Spørgsmål
12) Which guiding principle recommends that the four dimensions of service management are considered?
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Question 13 of 40
13. Spørgsmål
13) Which would be supported by the ‘service request management’ practice?
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Question 14 of 40
14. Spørgsmål
14) Which practice is the responsibility of everyone in the organization?
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Question 15 of 40
15. Spørgsmål
15) Identify the missing word in the following sentence.
The purpose of the ‘information security management’ practice is to [?] the organization’s information.
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Question 16 of 40
16. Spørgsmål
16) Which guiding principle recommends collecting data before deciding what can be re-used?
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Question 17 of 40
17. Spørgsmål
17) Which is NOT usually included as part of incident management?
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Question 18 of 40
18. Spørgsmål
18) Which describes the nature of the guiding principles?
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Question 19 of 40
19. Spørgsmål
19) Which statement about a change authority is CORRECT?
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Question 20 of 40
20. Spørgsmål
20) Which practice has the purpose of making new and changed services and features available for use?
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Question 21 of 40
21. Spørgsmål
21) Which value chain activity ensures people understand the organization’s vision?
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Question 22 of 40
22. Spørgsmål
22) Which statement about the value chain activities is CORRECT?
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Question 23 of 40
23. Spørgsmål
23) What is the purpose of the ‘supplier management’ practice?
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Question 24 of 40
24. Spørgsmål
24) What are the two types of cost that a service consumer should evaluate?
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Question 25 of 40
25. Spørgsmål
25) Which is a purpose of the ‘service desk’ practice?
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Question 26 of 40
26. Spørgsmål
26) How should an organization adopt continual improvement methods?
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Question 27 of 40
27. Spørgsmål
27) Which ITIL concept describes governance?
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Question 28 of 40
28. Spørgsmål
28) Which is a recommendation of the ‘service desk’ practice?
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Question 29 of 40
29. Spørgsmål
29) Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
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Question 30 of 40
30. Spørgsmål
30) What is a standard change?
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Question 31 of 40
31. Spørgsmål
31) What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
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Question 32 of 40
32. Spørgsmål
32) What is the definition of change?
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Question 33 of 40
33. Spørgsmål
33) What is the definition of an event?
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Question 34 of 40
34. Spørgsmål
34) Which describes outcomes?
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Question 35 of 40
35. Spørgsmål
35) Which is NOT a key focus of the ‘information and technology’ dimension?
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Question 36 of 40
36. Spørgsmål
36) Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
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Question 37 of 40
37. Spørgsmål
37) Which is a key consideration for the guiding principle ‘keep it simple and practical’?
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Question 38 of 40
38. Spørgsmål
38) What should be done first when applying the ‘focus on value’ guiding principle?
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Question 39 of 40
39. Spørgsmål
39) A service provider describes a package that includes a laptop with software, licences, and support. What is this package an example of?
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Question 40 of 40
40. Spørgsmål
40) What is the definition of warranty?
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