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EXIN ITIL Foundation (V4) Sample Questions (Q188-Q193):

NEW QUESTION # 188
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].

A. existing information
B. additional measurements
C. new methods
D. revised processes

Answer: A

NEW QUESTION # 189
Hierarchic escalation is best described as?

A. Notifying more senior levels of management about an Incident
B. Passing an Incident to people with a greater level of technical skill
C. Failing to meet the Incident resolution times specified in a Service Level Agreement
D. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

Answer: A

NEW QUESTION # 190
Which of these recommendations is good practice for Service Level Management?
1) Include legal terminology in Service Level Agreements (SLAs)
2) It is NOT necessary to be able to measure all the targets in an SLA

A. Neither of the above
B. Both of the above
C. 1 only
D. 2 only

Answer: A

NEW QUESTION # 191
Which guiding principle considers the importance of customer loyalty?

A. Progress iteratively with feedback
B. Optimize and automate
C. Focus on value
D. Start where you are

Answer: C

NEW QUESTION # 192
Which practice provides users with a way to get various requests arranged, explained and coordinated?

A. Relationship management
B. Service level management
C. Continual improvement
D. Service desk

Answer: D

Explanation:
Over time, the focus of service desks has broadened from simply logging and resolving technical issues, to proving more comprehensive support for people and the business. They are increasingly being used to get various matters arranged, explained, and coordinated. The service desk has a major influence on user experience and how the service provider is perceived by the users. By understanding and acting on the business context of transactional activity (i.e. logging tickets), the service desk is better placed to add value to the organization.
Reference: https://www.bmc.com/blogs/itil-service-desk/

NEW QUESTION # 193
......

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Useful Updated ITIL CBT Help You to Get Acquainted with Real ITIL Exam Simulation

ITIL Latest Test Simulations - ITIL Reliable Test Tips

EXIN ITIL Foundation (V4) Sample Questions (Q188-Q193):

Quiz 2025 ITIL: Valid Updated ITIL Foundation (V4) CBT

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