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ITIL 4 Foundation Exam Sample Questions (Q486-Q491):

NEW QUESTION # 486
Which practice guarantees that users have a range of access channels to choose from to report problems?

A. Incident management
B. Service desk
C. Service level management
D. Change enablement

Answer: B

NEW QUESTION # 487
Which practice identifies metrics that reflect the customer's experience of a service?

A. Continual improvement
B. Service desk
C. Service level management
D. Problem management

Answer: C

NEW QUESTION # 488
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

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

Answer: D

NEW QUESTION # 489
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

A. Service consumption
B. Service relationship management
C. Service offering
D. Service provision

Answer: B

NEW QUESTION # 490
Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

A. Performing baseline assessments
B. Executing improvement actions
C. Defining the improvement plan
D. Understanding the business mission

Answer: A

NEW QUESTION # 491
......

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