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PEOPLECERT ITIL-4-Foundation Exam Questions
ITIL 4 Foundation (Page 11 )

Updated On: 17-Feb-2026
Page 11 of 73
PDF with 356 Questions

Which statement about the automation of service requests is CORRECT?

  1. Service requests that cannot be automated should be handled as incidents
  2. Service requests and their fulfilment should be automated as much as possible
  3. Service requests that cannot be automated should be handled as problems
  4. Service requests and their fulfilment should be carried out by service desk staff without automation

Answer(s): B



Which can act as an operating model for an organization?

  1. The four dimensions of service management
  2. The service value chain
  3. The ITIL guiding principles
  4. Continual improvement

Answer(s): B



Which practice recommends the use of event-based surveys to gather feedback from customers?

  1. Service level management
  2. Change enablement
  3. Service request management
  4. Problem management

Answer(s): A



Which statement about change authorities is CORRECT?

  1. Change authorities are only required for authorizing emergency changes
  2. Change authorities are assigned when each change is deployed
  3. Change authorities are only required for authorizing normal changes
  4. Change authorities are assigned for each type of change and change model

Answer(s): D



Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

  1. Service request management
  2. Service level management
  3. Incident management
  4. Change enablement

Answer(s): C






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