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PEOPLECERT ITIL-4-Foundation Exam Questions
ITIL 4 Foundation (Page 12 )

Updated On: 17-Feb-2026
Page 12 of 73
PDF with 356 Questions

Which will NOT be handled as a service request?

  1. The degradation of a service
  2. The replacement of a toner cartridge
  3. The provision of a laptop
  4. A complaint about a support team

Answer(s): A



A service offering may include goods, access to resources, and service actions.
Which is an example of a service action?

  1. A mobile phone enables a user to work remotely
  2. A password allows a user connect to a WiFi network
  3. A license allows a user to install a software product
  4. A service desk agent provides support to a user

Answer(s): D



Which describes a CORRECT approach to change authorization?

  1. Changes included in the change schedule are pre-authorized and do not need additional authorization
  2. Normal changes should be assessed and authorized before they are deployed
  3. Emergency changes should be authorized by as many people as possible to reduce risk
  4. Normal changes are typically implemented as service requests and authorized by the service desk

Answer(s): B



Which statement about a service value stream is CORRECT?

  1. It uses prescriptive inputs and outputs
  2. It is a value chain activity
  3. It integrates practices for a specific scenario
  4. It is used to provide governance

Answer(s): C



Which statement about outputs is CORRECT?

  1. They consist of several outcomes
  2. They capture customer demand for services
  3. They contribute to the achievement of outcomes
  4. They describe how the service performs

Answer(s): C






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