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Exin ITIL Questions Answers

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Question 12

Which is a key requirement for successful service level agreements (SLAs)?

Options:

A.

They should be written using language and terms which all parties will understand

B.

They should be based on system-based metrics which are useful to the service provider

C.

They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service

D.

They should avoid ambiguous targets such as those relating to user experience

Question 13

Which is the MOST important stakeholder group that a service provider needs to collaborate with?

Options:

A.

Suppliers

B.

Customers

C.

Relationship managers

D.

Developers

Question 14

Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

Options:

A.

Incident management

B.

Service level management

C.

Problem management

D.

Service request management

Question 15

Which is the FIRST action when optimizing a service?

Options:

A.

Assess the current state

B.

Implement the improvement

C.

Understand the organizational context

D.

Agree the future state

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Exam Code: ITIL
Exam Name: ITIL Foundation (V4)
Last Update: Jul 12, 2024
Questions: 503
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