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PEOPLECERT ITIL-4-Foundation Exam Questions
ITIL 4 Foundation (Page 13 )

Updated On: 17-Feb-2026
Page 13 of 73
PDF with 356 Questions

Which is an example of a business related measurement?

  1. The number of passengers checked in
  2. The average time to respond to change requests
  3. The average resolution time for incidents
  4. The number of problems resolved

Answer(s): A



Which BEST describes the purpose of the 'improve' value chain activity?

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

Answer(s): D



Which includes governance, management practices, and continual improvement?

  1. The service value system
  2. The 'deliver and support' value chain activity
  3. The 'focus on value' guiding principle
  4. The 'value stream and processes' dimension

Answer(s): A



What is the definition of a problem?

  1. An unplanned interruption to a service, or reduction in the quality of a service
  2. A cause, or potential cause, of one or more incidents
  3. An incident for which a full resolution is not yet available
  4. Any change of state that has significance for the management of a configuration item (CI)

Answer(s): B



Which practice provides a communications point for users to report operational issues, queries and requests?

  1. Incident management
  2. Continual improvement
  3. Service desk
  4. Relationship management

Answer(s): C






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