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EXIN ITIL 4 Foundation Sample Questions (Q331-Q336):

NEW QUESTION # 331
Which BEST describes the purpose of the 'improve' value chain activity?

A. To make new and improved services and features available for use
B. To organize a major improvement initiative into several smaller initiatives
C. To continually improve all products and services across all value chain activities
D. To ensure a shared understanding of the vision and improvement direction for all products and services

Answer: C

NEW QUESTION # 332
What helps diagnose and resolve a simple incident?

A. Rapid escalation
B. Formation of a temporary team
C. The use of scripts
D. Problem prioritization

Answer: C

NEW QUESTION # 333
Which statement about the automation of service requests is CORRECT?

A. Service requests and their fulfilment should be automated as much as possible
B. Service requests that cannot be automated should be handled as incidents
C. Service requests and their fulfilment should be carried out by service desk staff without automation
D. Service requests that cannot be automated should be handled as problems

Answer: A

NEW QUESTION # 334
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?

A. Supplier management
B. Service level management
C. Service request management
D. Service desk

Answer: B

NEW QUESTION # 335
How should an organization adopt continual improvement methods?

A. Select a few key methods for the types of improvement that the organization handles
B. Select a single method for all improvements that the organization handles
C. Use a new method for each improvement the organization handles
D. Build the capability to use as many improvement methods as possible

Answer: A

NEW QUESTION # 336
......

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