Infosys Certified ITIL4 Foundation Associate

An agreement between a service provider and a customer that identifies both services required and the expected level of service. What type of agreement is this?

The customer wants to measure the quality of the services delivered to them by the service provider. Which of the following is the metric that defines expected service quality?

Any component that needs to be managed in order to deliver an IT service is called:

What is the main activity of the "where do we want to be" step of the continual improvement model?

An organization plans to follow the continual improvement model to increase value. In this, who is responsible for continual improvement activities?

An ITIL consultant suggests to his/her client to map everything, directly or indirectly, to value for the stakeholders. Which guiding principle guides this action?

Which of the following principle considered as an example to improve the process of managing changes to standardize the types of changes with less disruption on service improvements visible by the customer?

Jack and his team are working on managing the retail services for a client. He has to add a feature new to the service as requested by the client. Jack has broken down the requirements into small items and his team started working on them in phases one by one. Which among the following guiding principle is followed by Jack and his team?

Which of the following is NOT an aim of the service provider while ensuring products and services are meeting the stakeholder's expectations?

You are leading a team in your organization. A good understanding of the organizational structure, your roles, and responsibilities, gaining the required competencies for generating value for your organization is essential. Which dimension covers these requirements?