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ITIL 4 Foundation Exam Sample Questions (Q16-Q21):

NEW QUESTION # 16
Which is the FIRST action when optimizing a service?

A. Agree the future stateB. Understand the organizational contextC. Implement the improvementD. Assess the current state

Answer: B

Explanation:
There are many ways in which practices and services can be optimized. Regardless of the specific techniques, the path to optimization follows these high-level steps:
Understand and agree the context in which the proposed optimization exists Assess the current state of the proposed optimization Agree what the future state and priorities of the organization should be, focusing on simplification and value Ensure the optimization has the appropriate level of stakeholder engagement and commitment Execute the improvements in an iterative way Continually monitor the impact of optimization
https://www.bmc.com/blogs/itil-guiding-principles/

NEW QUESTION # 17
Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

A. definedB. rewardedC. managedD. measured

Answer: C

Explanation:
Reference: https://www.bmc.com/blogs/itil-management-practices/

NEW QUESTION # 18
What is the MOST important reason for prioritizing incidents?

A. To ensure that incidents with highest impact are resolved firstB. To help information-sharing are learningC. To ensure that user expectations are realisticD. To provide links to related changes and known errors

Answer: A

NEW QUESTION # 19
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

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

Answer: A

NEW QUESTION # 20
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

A. Keep it simple and practicalB. Start where you areC. Think and work holisticallyD. Focus on value

Answer: C

NEW QUESTION # 21
......

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