Free Access ITIL.ITIL-4-Foundation.v2023-10-18.q236 Practice Test (Page 42)

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

A.Business metrics

B.Operational metrics

C.Customer feedback

D.Customer engagement

Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

A.Continual improvement

B.Problem management

C.Service desk

D.Incident management

When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?

A.Minimum viable product

B.Direct observation

C.Feedback loop

D.Analysis Paralysis

Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

A.Optimize and automate

B.Collaborate and promote

C.Focus on value

D.Think and work holistically

What can be described as an operating model for the creation and management of products and services?

A.Service value chain

B.Practices

C.Guiding principles

D.Governance

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