ITIL-4-Foundation Practice Dumps - Verified By Exam4PDF Updated 430 Questions
Updated ITIL-4-Foundation Exam Dumps - PDF Questions and Testing Engine
ITIL ITIL-4-Foundation Exam Syllabus Topics:
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NEW QUESTION 47
What is a service?
- A. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings
- B. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
- C. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
- D. A tangible or intangible deliverable of an activity
Answer: C
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/
NEW QUESTION 48
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
- A. Release management
- B. Monitoring and event management
- C. Relationship management
- D. Change control
Answer: D
Explanation:
Reference: https://www.symphonysummit.com/products/what-is-it-service-management-itsm/
NEW QUESTION 49
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
- A. Understanding stakeholder needs
- B. Meeting stakeholder expectations
- C. Understanding the organization's vision
- D. Ensuring service components are available
Answer: D
Explanation:
The purpose of 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.
NEW QUESTION 50
Which two are considered part of the 'organizations and people' dimension of service management?
1.Systems of authority
2.Culture
3.Relationships between organizations
4.Workflows
- A. 3 and 4
- B. 1 and 4
- C. 1 and 2
- D. 2 and 3
Answer: C
NEW QUESTION 51
Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?
- A. Keep is simple and practical
- B. Progress iteratively with feedback
- C. Start where you are
- D. Focus on value
Answer: C
NEW QUESTION 52
Which describes a 'change authority'?
- A. A way to manage the people aspects of change
- B. A person who approves a change
- C. A tool used to help changes
- D. A model used to determine who will assess a change
Answer: B
NEW QUESTION 53
Which is a key requirement for a successful service level agreement?
- A. It should be simply written and easy to understand
- B. It should be written in legal language
- C. It should relate to simple operational metrics
- D. It should be based on the service provider's view of the service
Answer: A
NEW QUESTION 54
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and
emotional intelligence?
- A. Service desk
- B. Problem management
- C. Release management
- D. Supplier management
Answer: A
NEW QUESTION 55
Which practice has a purpose that includes aligning the organization's practices and services with changing
business needs?
- A. Continual improvement
- B. Service level management
- C. Relationship management
- D. Service configuration management
Answer: A
NEW QUESTION 56
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
- A. IT asset management
- B. Release management
- C. Relationship management
- D. Service desk
Answer: A
NEW QUESTION 57
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
- A. Service level management
- B. IT asset management
- C. Monitoring and event management
- D. Incident management
Answer: A
NEW QUESTION 58
Which helps to streamline the fulfilment of service requests?
- A. Separating requests relating to service failures from the degradation of services
- B. Eliminating service requests which have complex workflows
- C. Understanding which service requests can be accomplished with limited approvals
- D. Creating new workflows for every service request
Answer: C
Explanation:
Reference: https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION 59
What is a definition of a problem?
- A. An incident for which a full resolution is not yet available
- B. A cause, or potential cause, of one or more incidents
- C. Any change of state that has significance for the management of a configuration item (CI)
- D. An unplanned interruption to a service, or reduction in the quality of a service
Answer: B
Explanation:
Reference: https://www.bmc.com/blogs/itil-problem-management/
NEW QUESTION 60
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
- A. Understanding stakeholder needs
- B. Understanding the organization's vision
- C. Ensuring service components are available
- D. Meeting stakeholder expectations
Answer: D
Explanation:
Explanation
The purpose of 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.
NEW QUESTION 61
Which statement BEST describes the value of service strategy to the business?
- A. It reduces unplanned costs through optimized handling of service outages
- B. It enables the service provider to understand what levels of service will make their customers successful
- C. It allows higher volumes of successful change
- D. It reduces the duration and frequency of service outages
Answer: B
NEW QUESTION 62
Which statement about change authorization is CORRECT?
- A. Centralizing change authorization to a single person is the most effective means of authorization
- B. The authorization of normal changes should be expedited to ensure they can be implemented quickly
- C. A change authority should be assigned to each type of change and change model
- D. Standard changes are high risk and should be authorized by the highest level of change authority
Answer: C
NEW QUESTION 63
What are the three phases of 'problem management'?
- A. Incident management, problem management, change enablement
- B. Problem analysis, error identification, incident resolution
- C. Problem logging, problem classification, problem resolution
- D. Problem identification, problem control, error control
Answer: D
NEW QUESTION 64
Which is included in the purpose of the 'service level management' practice?
- A. To ensure that suppliers and their performance are managed appropriately
- B. To maximize the number of successful service and product changes
- C. To ensure accurate information about the configuration of services is available
- D. To set clear business-based targets for service levels
Answer: D
NEW QUESTION 65
Which statement about service desks is CORRECT?
- A. The service desk should escalate all technical issues to support and development teams
- B. The service desk should rely on self-service portals instead of escalation to support teams
- C. The service desk should work in close collaboration with support and development teams
- D. The service desk should remain isolated from technical support teams
Answer: C
NEW QUESTION 66
Which value chain activity ensures that ongoing service activity meets user expectations?
- A. Plan
- B. Engage
- C. Deliver and support
- D. Obtain/build
Answer: B
NEW QUESTION 67
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
NEW QUESTION 68
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
- A. Deployment management
- B. Release management
- C. Change enablement
- D. Service configuration management
Answer: C
NEW QUESTION 69
Which two statements about an organization's culture are CORRECT?
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
- A. 3 and 4
- B. 1 and 2
- C. 1 and 4
- D. 2 and 3
Answer: C
NEW QUESTION 70
Which practice has a purpose that includes ensuring that risks have been properly assessed?
- A. Problem management
- B. Service level management
- C. Service configuration management
- D. Change control
Answer: D
NEW QUESTION 71
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?
- A. Service request management
- B. Change enablement
- C. Service level management
- D. Incident management
Answer: A
NEW QUESTION 72
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