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ITIL 4 Foundation Exam Sample Questions (Q244-Q249):

NEW QUESTION # 244
Which practice provides a communications point for users to report operational issues, queries and requests?

A. Incident management
B. Continual improvement
C. Relationship management
D. Service desk

Answer: D

Explanation:
Explanation
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
https://www.bmc.com/blogs/itil-service-desk/

NEW QUESTION # 245
Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?

A. Retail customer view
B. Wholesale customer view
C. Service-based SLA view
D. Supporting services view

Answer: D

NEW QUESTION # 246
Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of p. and the CIs that support them, is available when and where it is needed

A. services
B. relationships
C. outcomes
D. organizations

Answer: A

NEW QUESTION # 247
Which of the following terms is more suitable to describe the functionality of a service?

A. Output
B. Utility
C. Warranty
D. Outcome

Answer: B

Explanation:
Utility is the term used to describe the functionality of a service, or how well it meets the needs and expectations of the customers and users. Utility can be expressed as 'what the service does' or 'the functionality offered by a product or service to meet a particular need'1. Utility is one of the two elements of service value, along with warranty2. References: ITIL Foundation - ITIL 4 Edition, page 4; ITIL 4 - A Pocket Guide, page 14.

NEW QUESTION # 248
Which is the definition of an IT asset?

A. Any change of state that has significance for the management of a service
B. Any component that needs to be managed to deliver a service
C. Any request from a user that is a normal part of service delivery
D. Any financially valuable component that contributes to a service

Answer: D

Explanation:
IT asset is any financially valuable component that can contribute to the delivery of an IT product or service.
The scope of IT asset management typically includes all software, hardware, networking, cloud services, and client devices
https://wiki.process-symphony.com.au/framework/lifecycle/process/it-asset-management-itil-4/#:~:text=IT%20a

NEW QUESTION # 249
......

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