ITIL V4 EXAM- Day 1

Which practice identifies metrics that reflect the customer's experience of a service?

Problem Management

Service Level Management

Service Desk

Continual improvement

Which practice is used to confirm customer requirements of services?

Service request management

Service Desk

Service Level Management

Incident Management

which statement about change authorities is correct?

Change authorities are assigned for each type of change and change model

Change authorities are only required for authorizing emergency changes

Change authorities are assigned when each change is deployed

Change authorities are only required for authorizing normal changes

Which statement about a service stream is correct?

It uses perspective inputs and outputs

It is a value chain activity

It integrates practices for a specific scenerio

It is used to provide governance

Which is a purpose of the "engage" value chain activity?

Ensuring that the organization's vision is understood

Ensuring the continual improvement of services

Meeting expectations for quality, cost and time-to-market

Providing transparency and good relationships

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