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ITIL Certification
ITIL-4-Foundation Exam
ITIL.ITIL-4-Foundation.v2024-10-09.q279 Dumps

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Question 16

What is a problem that has been analysed but has not been resolved?

A.Known error
B.Workaround
C.Event
D.Incident

Correct Answer: A

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Question 17

Which service value chain activity deals with the purchase of new products?

A.Engage
B.Obtain/build
C.Plan
D.Improve

Correct Answer: B

In ITIL, there are six activities in the service value chain which represent the steps an organization takes in the creation of value:
Plan
Engage
Design and Transition
Obtain/Build
Deliver and Support
Improve
https://www.bmc.com/blogs/itil-service-value-chain/

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Question 18

What MAIN factors are considered to assess the priority of an incident?

A.The cost and urgency
B.The complexity and cost
C.The impact and complexity
D.The urgency and impact

Correct Answer: D

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Question 19

Which statement about outcomes is CORRECT?

A.Outcomes enable products to be delivered to a stakeholder
B.An outcome defines the amount of money spent on technology for a service
C.An outcome depends on at least one output to deliver a result
D.Outcomes provide assurance to stakeholders on how a service performs

Correct Answer: C

It is important to understand the difference in these terms not just for clarity, but because outputs are much easier to measure than outcomes.
Outputs are nearly always quantitative, with data available to show whether these have been delivered. Outputs are easy to report on and to validate. There is no grey area.
Outcomes are more challenging to verify because they are both qualitative and quantitative. Whether your outcomes have been achieved will rely, to a great extent, on the perception of the people who receive the service. Perceptions are not easy to measure or report on, but it is essential you find a way to do so.
https://www.bmc.com/blogs/outcomes-vs-outputs/

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Question 20

Which is included in the purpose of the 'change enablement' practice?

A.Ensure that risks have been property assessed
B.Record and report selected changes of state
C.Make new and changed services available for use
D.Plan and manage the full lifecycle of all IT assets

Correct Answer: A

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