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ITIL-F Exam Dumps - ITIL® Foundation

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Question # 4

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

A.

Service level management

B.

Service portfolio management

C.

Request fulfilment

D.

Demand management

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Question # 5

Which of the following identify the purpose of business relationship management?

1. To establish and maintain a business relationship between service provider and customer

2. To identify customer needs and ensure that the service provider is able to meet

A.

Both of the above

B.

1 only

C.

2 only

D.

Neither of the above

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Question # 6

The remediation plan should be evaluated at what point in the change lifecycle?

A.

Before the change is approved

B.

Immediately after the change has failed and needs to be backed out

C.

After implementation but before the post implementation review

D.

After the post implementation review has identified a problem with the change

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Question # 7

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

A.

RACI model

B.

Incident model

C.

Continual service improvement (CSI) approach

D.

The Deming Cycle

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Question # 8

Which role is responsible for carrying out the activities of a process?

A.

Process owner

B.

Change manager

C.

Service manager

D.

Process practitioner

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