ITIL-4-Foundation Exam Questions Dumps, Selling ITIL Products
ITIL-4-Foundation Cert Guide PDF 100% Cover Real Exam Questions
ITIL ITIL-4-Foundation Exam Syllabus Topics:
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NEW QUESTION 50
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
- A. It should always be used to support direct observation
- B. The act of measuring always positively impacts results
- C. It should always be used instead of direct observation
- D. Measured data is always more accurate than direct observation
Answer: A
NEW QUESTION 51
What is the purpose of the 'relationship management' practice?
- A. To support the agreed quality of a service handling all agreed, userinitiated service requests
- B. To set clear business-based targets for service performance
- C. To establish and nurture the links between the organization and its stakeholders
- D. To align the organization's practices and services with changing business needs
Answer: C
NEW QUESTION 52
Which BEST describes the purpose of the 'improve' value chain activity?
- A. To make new and improved services and features available for use
- B. To ensure a shared understanding of the vision and improvement direction for all products and services
- C. To organize a major improvement initiative into several smaller initiatives
- D. To continually improve all products and services across all value chain activities
"The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management."
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Answer: D
NEW QUESTION 53
Which is part of the 'focus on value' guiding principle?
- A. Identifying activities that can be achieved in smaller iterations
- B. Assessing services to identify parts that can be reused
- C. Reducing the number of steps in the customer experience
- D. Understanding what services help the service consumer
Answer: D
NEW QUESTION 54
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
- A. costs
- B. risks
- C. outcomes
- D. outputs
Answer: C
NEW QUESTION 55
Which TWO are important aspects of the 'service request management' practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals
- A. 3 and 4
- B. 1 and 2
- C. 1 and 4
- D. 2 and 3
Answer: C
Explanation:
Reference: https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION 56
Which practice recommends that organizations develop competencies an techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
- A. Service request management
- B. Continual improvement
- C. Change enablement
- D. Incident management
Answer: B
NEW QUESTION 57
Which describes a set of defined steps for implementing improvements?
- A. The 'improve' value chain activity
- B. The 'continual improvement register'
- C. The 'engage' value chain activity
- D. The 'continual improvement model'
Answer: D
NEW QUESTION 58
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
- A. Progress iteratively with feedback
- B. Think and work holistically
- C. Focus on value
- D. Keep it simple and practical
Answer: D
NEW QUESTION 59
Which is a purpose of the 'relationship management' practice?
- A. To identify, analyze, monitor, and continually improve links with stakeholders
- B. To be the entry point and single point of contact for the service provider with all of its users
- C. To systematically observe services and service components
- D. To protect the information needed by the organization to conduct its business
Answer: A
Explanation:
Explanation/Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/relationship-management-itil-4/
NEW QUESTION 60
Which statement about emergency changes is CORRECT?
- A. The assessment and authorization of emergency changes is expedited to ensure they can be implemented
quickly - B. Emergency changes should be authorized and implemented as service requests
- C. The testing of emergency can be eliminated in order to implement the change quickly
- D. Emergency changes must be fully documented before authorization and implementation
Answer: A
NEW QUESTION 61
Where should all master copies of controlled software and documentation be stored?
- A. In the definitive media library
- B. In the definitive production library
- C. In the definitive capacity library
- D. In the definitive security library
Answer: A
NEW QUESTION 62
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
- A. Service request management
- B. Change management
- C. Incident management
- D. Service level management
Answer: C
Explanation:
Explanation
The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders of the service provider.
https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION 63
Which statement about the 'continual improvement model' is CORRECT?
- A. Organizations should work through the steps of the model in the sequence in which they are presented
- B. The flow of the model helps organizations to link improvements to its goals
- C. The model is applicable to only certain parts of the service value system
- D. Organizations should use an additional model or method to link improvements to customer value
Answer: A
NEW QUESTION 64
Which statement about change authorities is CORRECT?
- A. Change authorities are assigned for each type of change and change model
- B. Change authorities are assigned when each change is deployed
- C. Change authorities are only required for authorizing emergency changes
- D. Change authorities are only required for authorizing normal changes
Answer: A
NEW QUESTION 65
When should a workaround be created?
- A. When a problem cannot be resolved quickly
- B. As soon as possible, once the incident is logged
- C. When a potential permanent solution has been identified
- D. After the resolution of a problem
Answer: A
Explanation:
Explanation/Reference: https://www.globalknowledge.com/us-en/resources/resource-library/articles/incidents-and- problems-workarounds/
NEW QUESTION 66
Which Practice includes management of workarounds and known errors?
- A. Problem management
- B. Monitoring and event management
- C. Incident management
- D. Service configuration management
Answer: A
Explanation:
What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are managed:
Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.
NEW QUESTION 67
Which helps to manage an incident when it is unclear which support team should be working on the incident?
- A. Disaster recovery plans
- B. Self-help
- C. Swarming
- D. Target resolution times
Answer: C
NEW QUESTION 68
Which Practice includes management of workarounds and known errors?
- A. Problem management
- B. Monitoring and event management
- C. Incident management
- D. Service configuration management
Answer: A
Explanation:
Explanation
What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are managed:
* Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
* Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.
NEW QUESTION 69
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
- A. Customer feedback
- B. Business metrics
- C. Operational metrics
- D. Customer engagement
Answer: D
NEW QUESTION 70
Which practice is most likely to benefit from the use of chatbots?
- A. Service desk
- B. Continual improvement
- C. Change enablement
- D. Service level management
Answer: A
NEW QUESTION 71
Which practice identifies metrics that reflect a customer experience of a service?
- A. Service level management
- B. Continual improvement
- C. Problem management
- D. Service desk
Answer: A
NEW QUESTION 72
What is the purpose of the 'information security management1 practice?
- A. To ensure that accurate and reliable information about the configuration of services is available when
and where it is needed - B. To protect the information needed by the organization to conduct its business
- C. To plan and manage the full lifecycle of all IT assets
- D. To observe services and service components
Answer: B
NEW QUESTION 73
Which dimension includes activities and workflows?
- A. Partners and suppliers
- B. Information and technology
- C. Organizations and people
- D. Value streams and processes
Answer: D
NEW QUESTION 74
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