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ITIL 4 Foundation Sample Questions:
Which statement about outcomes is CORRECT?
- A. An outcome defines the amount of money spent on technology for a service
- B. Outcomes provide assurance to stakeholders on how a service performs
- C. Outcomes enable products to be delivered to a stakeholder
- D. An outcome depends on at least one output to deliver a result
Correct Answer: D 🗳️
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Which ITIL 4 practice explicitly promotes the use of techniques like SWOT analysis, balanced scorecard, Lean, and Six Sigma to identify improvement opportunities and align services with changing business needs?
- A. Continual improvement
- B. Incident management
- C. Change enablement
- D. Service request management
Correct Answer: A 🗳️
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Which facilitates outcomes that customers want to achieve?
- A. Service
- B. Warranty
- C. Organization
- D. IT asset
Correct Answer: A 🗳️
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What is MOST LIKELY to be handled as a service request?
- A. The implementation of a workaround
- B. An emergency change to apply a security patch
- C. Managing an interruption to a service
- D. Providing a virtual server for a development team
Correct Answer: D 🗳️
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Which of the following statements about 'outcomes' is TRUE?
- A. Outcomes provide assurance to stakeholders regarding the performance of a service
- B. An outcome depends on at least one output to deliver a result
- C. The delivery of products to a stakeholder is enabled by outcomes
- D. The level of expenses regarding a technology for a service is defined by an outcome
Correct Answer: B 🗳️
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