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Certification Exams with Helpful Questions And Answers

ITIL – Foundation (v4) Questions and Answers

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Question 1

Which service catalogue view is considered beneficial when constructing the relationship between services,

SLAs, OLAs, and other underpinning agreements?

Options:

A.

Service-based SLA view

B.

Wholesale customer view

C.

Retail customer view

D.

Supporting services view

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Question 2

A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

Options:

A.

Incident management

B.

Service Request management

C.

Change enablement

D.

Service request management

Question 3

Identify the missing word in the following sentence.

The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.

Options:

A.

plans

B.

measurement

C.

process

D.

tools

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