ITIL®4FoundationExamFullPreparation_ITIL.epub

Question Booklet Multiple Choice Examination Duration: 1 hour Instructions 1. You should attempt all 40 questions. Each question is worth one mark. 2. There is only one correct answer per question. 3. You need to answer 26 questions correctly to pass the exam. 4. Mark your answers on the answer sheet provided. Use a pencil (NOT pen). 5. You have 1 hour to complete this exam. 6. This is a ‘closed book’ exam. No material other than the exam paper is allowed. The ITIL® 4 Foundation Examination 1) What is the effect of increased automation on the 'service desk' practice? A. Greater ability to focus on customer experience when personal contact is needed B. Decrease in self-service incident logging and resolution C. Increased ability to focus on fixing technology instead of supporting people D. Elimination of the need to escalate incidents to support teams 2) Which term describes the functionality offered by a service? A. Cost B. Utility C. Warranty D. Risk 3) Which is the purpose of the 'monitoring and event management' practice? A. To ensure that a......