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EXIN ITIL Foundation (V4) Sample Questions (Q169-Q174):

NEW QUESTION # 169
Which process contains the Business, Service and Component sub-processes?

Answer: C


NEW QUESTION # 170
Which stakeholders co-create value in a service relationship?

Answer: C


NEW QUESTION # 171
Which describes outcomes?

Answer: C


NEW QUESTION # 172
For which purpose would the continual improvement practice use a SWOT analysis?

Answer: A

Explanation:
The second step is to conduct an objective current-state assessment of existing services and service management practices. This should include consideration of the users' perception of the value being received, along with a review of people's competencies and skills, the processes and procedures involved, the capabilities of the available technological solutions and the prevailing organizational culture. The success of an improvement initiative depends on a clear and accurate understanding of the starting point and the required impact of the initiative.
For example, an organization can measure the current net promoter score (NPS) from a customer satisfaction survey, conduct a benchmark survey against its competitors or review findings of operational statistics or audit reports to understand its current state. If this step is skipped, the current state will not be understood and there will not be an objective baseline measurement against which improvement can be measured.
https://www.bmc.com/blogs/itil-continual-improvement/


NEW QUESTION # 173
Which of the following should be documented in an Incident Model?
1) Details of the Service Level Agreement (SLA) pertaining to the incident
2) Chronological order of steps to resolve the incident

Answer: D


NEW QUESTION # 174
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