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PEOPLECERT ITIL-4-Foundation Exam Questions
ITIL 4 Foundation (Page 5 )

Updated On: 16-Feb-2026
Page 5 of 73
PDF with 356 Questions

Which statement about 'continual improvement' is CORRECT?

  1. All improvement ideas should be logged in a single 'continual improvement register'
  2. A single team should carry out 'continual improvement' across the organization
  3. 'Continual improvement' should have minimal interaction with other practices
  4. Everyone in the organization is responsible for some aspects of 'continual improvement'

Answer(s): D



What impact does automation have on a service desk?

  1. Less low level work and a greater ability to focus on user experience
  2. Increased phone contact and a reduced ability to focus on user experience
  3. Ability to work from multiple locations, geographically dispersed
  4. Ability to work from a single centralized location

Answer(s): A



Identify the missing word(s) in the following sentence:
The service desk should be the entry point and single point of contact for the [?] with all of its users.

  1. Service consumer
  2. Service provider
  3. Customer
  4. Supplier

Answer(s): B



What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

  1. Customer engagement
  2. Operational metrics
  3. Business metrics
  4. Customer feedback

Answer(s): A



Which is a result of applying the guiding principle 'progress iteratively with feedback'?

  1. The ability to discover and respond to failure earlier
  2. Standardization of practices and services
  3. Understanding the customer's perception of value
  4. Understanding the current state and identifying what can be reused

Answer(s): A






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