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ITIL 4 Foundation
ITIL-4-FOUNDATION Exam

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

  1. Executing improvement actions
  2. Performing baseline assessments
  3. Defining the improvement plan
  4. Understanding the business mission

Answer(s): B



Which guiding principle considers the importance of customer loyalty?

  1. Progress iteratively with feedback
  2. Focus on value
  3. Optimize and automate
  4. Start where you are

Answer(s): B



Which is a recommendation of the guiding principle 'think and work holistically'?

  1. Conduct a review of existing service management practices and decide what to keep and what to discard
  2. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
  3. Review service management practices and remove any unnecessary complexity
  4. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Answer(s): D



Which statement about 'continual improvement' is CORRECT?

  1. All improvement ideas should be logged in a single 'continual improvement register'
  2. A single team should carry out 'continual improvement' across the organization
  3. 'Continual improvement' should have minimal interaction with other practices
  4. Everyone in the organization is responsible for some aspects of 'continual improvement'

Answer(s): D




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