Free Access ITIL.ITIL-4-Foundation.v2025-04-29.q331 Practice Test (Page 28)

Question 131

Which is the FIRST thing to consider when focusing on value?

A.Identifying the service customer who will receive value

B.Defining customer experience and user experience

C.Understanding what is valuable to the service consumer

D.Ensuring value is co-created by improvement initiatives.

Question 132

Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control

A.1 and 2

B.1 and 4

C.3 and 4

D.2 and 3

Question 133

Which statement about emergency changes is CORRECT?

A.Emergency changes are low risk and well understood

B.It is necessary to complete all documentation before an emergency charge is implemented

C.Emergency changes are not usually recorded in the change schedule

D.Authorization of emergency changes may be deferred until after implementation

Question 134

Which is an important principle of communication in service operation?

A.Meetings are always the best method of communication

B.It has an intended purpose or a resultant action

C.Information should always be communicated

D.It is stored in the configuration management system

Question 135

Which is an example of a service request?

A.A request for normal operation to be restored

B.A request to implement a security patch

C.A request for access to a file

D.A request to investigate the cause of an incident

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Question 131

Question 132

Question 133

Question 134

Question 135

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