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ITIL 4 Foundation
ITIL-4-FOUNDATION Exam

What is the purpose of the 'incident management' practice?

  1. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
  2. To capture demand for incident resolution and service requests
  3. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
  4. To support the agreed service quality by effective handling of all agreed user-initiated service requests

Answer(s): A



What is defined as an unplanned interruption or reduction in the quality of a service?

  1. An incident
  2. A problem
  3. A change
  4. An event

Answer(s): A



Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

  1. Supplier management
  2. Change control
  3. Relationship management
  4. Service desk

Answer(s): C



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

  1. Restricting information about the improvement to essential stakeholders only
  2. Increasing collaboration and visibility for the improvement
  3. Involving customers after all planning has been completed
  4. Engaging every stakeholder group in the same way, with the same communication

Answer(s): B




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