Best ITIL ITIL-4-Foundation 2024 Training With 535 QA's
ITIL ITIL-4-Foundation Certification Exam Questions
NEW QUESTION # 45
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
- A. Incident management
- B. Monitoring and event management
- C. Information security management
- D. Change control
Answer: C
NEW QUESTION # 46
How is a continual improvement register used?
- A. To authorize changes to implement improvement initiatives
- B. To provide a structured approach to implementing improvements
- C. To organize past, present, and future improvement ideas
- D. To record requests for provision of a resource or service
Answer: B
Explanation:
The ITIL continual improvement model, which provides organizations with a structured approach to implementing improvements
https://www.bmc.com/blogs/itil-continual-improvement/
NEW QUESTION # 47
In which case would a problem be logged?
- A. After analysis of error information from a supplier
- B. When the cause is identified but not resolved
- C. When a user reports an unplanned service interruption
- D. Alter a workaround is identified and documented
Answer: B
NEW QUESTION # 48
Which statement about 'continual improvement' is CORRECT?
- A. A single team should carry out 'continual improvement' across the organization
- B. Everyone in the organization is responsible for some aspects of 'continual improvement'
- C. All improvement ideas should be logged in a single 'continual improvement register'
- D. 'Continual improvement' should have minimal interaction with other practices
Answer: B
NEW QUESTION # 49
Which is a description of service provision?
- A. Activities that an organization performs to deliver services
- B. A way to help create value by facilitating outcomes that service consumers need
- C. Cooperation between two organizations to ensure that a service delivers value
- D. A formal description of one or more services, designed to address the needs of a service consumer
Answer: A
Explanation:
The ITIL SVS describes how all the components and activities of the organization work together as a system to enable value creation.
The SVS is made up of specific inputs, elements, and outputs relevant to service management. The key inputs to the SVS are opportunity and demand. The output of the SVS is value delivered by products and services.
Opportunity refers to options or possibilities to add value for stakeholders or otherwise improve the organization.
Demand refers to need or desire for products and services among internal and external consumers.
https://www.bmc.com/blogs/itil-service-value-system/
NEW QUESTION # 50
Which organization delivers output or outcomes of a service?
- A. A service provider delivers outputs of the service
- B. A service consumer delivers outcomes of the service
- C. A service provider delivers outcomes of the service
- D. A service consumer delivers outputs of the service
Answer: C
Explanation:
When an organization acts as a service provider, it produces outputs that help its consumers to achieve certain outcomes. An output is defined as a tangible or intangible deliverable of an activity; for example, transportation from one location to another.
https://www.bmc.com/blogs/itil-key-concepts-service-management/
NEW QUESTION # 51
What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?
- A. An initial baseline assessment
- B. Understanding priorities for improvement
- C. The production of a detailed CSI plan
- D. Verifying that improvement targets have been achieved
Answer: D
Explanation:
Explanation
D18912E1457D5D1DDCBD40AB3BF70D5D
NEW QUESTION # 52
Which of the following is NOT recommended by the guiding principle 'start where you are?
- A. Asking questions that appear to be stupid
- B. Identifying what is available to be leveraged
- C. Building something completely new
- D. Collecting data directly from the source
Answer: C
NEW QUESTION # 53
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.
- A. service value system
- B. 'service request management' practice
- C. four dimensions of service management
- D. 'focus on value' guiding principle
Answer: A
NEW QUESTION # 54
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. 2 and 3
- B. 1 and 2
- C. 3 and 4
- D. 1 and 4
Answer: D
Explanation:
Reference: https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION # 55
What is the definition of "service management"?
- A. A result for a stakeholder enabled by one or more outputs
- B. Join activities performed by a service provider and a service consumer to ensure continual value co-creation
- C. A formal description of one or more services, designed to address the needs of a target consumer group
- D. A set of specialized organizational capabilities for enabling value for customers in the form of services.
Answer: D
Explanation:
Explanation
Service management is a set of specialized organizational capabilities for enabling value for customers in the form of services. These capabilities include tangible things like capital, people, and equipment, and can also include intangible things like knowledge, management and skills. These capabilities can also include intangible things, like knowledge, management, and skills.
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Service%20management%20is%20
NEW QUESTION # 56
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- A. Categorization
- B. Detection
- C. Prioritization
- D. Escalation
Answer: A
Explanation:
Explanation
D18912E1457D5D1DDCBD40AB3BF70D5D
NEW QUESTION # 57
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
- A. Incident management
- B. Service Request management
- C. Change enablement
- D. Service request management
Answer: A
Explanation:
Explanation
Incident management is typically closely aligned with the service desk, which is the single point of contact for all users communicating with IT. When a service is disrupted or fails to deliver the promised performance during normal service hours, it is essential to restore the service to normal operation as quickly as possible.
https://www.bmc.com/blogs/itil-v3-incident-management/
NEW QUESTION # 58
Which is one of the five aspects of service design?
- A. Management information systems and tools
- B. Risk analysis and management approach
- C. Management policy for business case creation
- D. Corporate governance and policy
Answer: A
NEW QUESTION # 59
What should remain uonslani within an organization, even when the organization's objectives change?
- A. Outcomes
- B. Guiding principles
- C. Outputs
- D. Service offerings
Answer: B
NEW QUESTION # 60
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
- A. Service desk
- B. Service level management
- C. Monitoring and event management
- D. Change enablement
Answer: B
Explanation:
Explanation
To set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
https://www.bmc.com/blogs/itil-management-practices/
NEW QUESTION # 61
What is a definition of a service improvement plan (SIP)?
- A. An input from financial management for IT services to service level management, detailing the budget plan D18912E1457D5D1DDCBD40AB3BF70D5D
- B. A formal plan to implement improvements to a service or process
- C. An input from availability management to service level management, detailing the service design plan
- D. A formal plan to implement improvements to a customer's business processes
Answer: B
NEW QUESTION # 62
Where should all master copies of controlled software and documentation be stored?
- A. In the definitive media library
- B. In the definitive security library
- C. In the definitive capacity library
- D. In the definitive production library
Answer: A
NEW QUESTION # 63
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. 2 and 3
- B. 1 and 2
- C. 3 and 4
- D. 1 and 4
Answer: D
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION # 64
What impact does automation have on a service desk?
- A. Increased phone contact and a reduced ability to focus on user experience
- B. Ability to work from a single centralised location
- C. Less low level work and a greater ability to focus on user experience
- D. Ability to work from multiple locations, geographically dispersed
Answer: C
NEW QUESTION # 65
How can a service consumer contnbute to the reduction of nsk?
- A. By providing the service in accordance with requirements
- B. By ensuring that the service provider's resources are correctly configured
- C. By fully understanding then own requirements for the service
- D. By managing the detailed level of risk on behalf of the service provider
Answer: C
NEW QUESTION # 66
What is a configuration item?
- A. Any change of state that has significance for the management of a service
- B. A problem that has been analyzed but has not been resolved
- C. Any financially valuable component that can contribute to delivery of an IT product or service
- D. Any component that needs to be managed in order to deliver an IT service
Answer: D
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-key-terms/
NEW QUESTION # 67
Which helps to streamline the fulfilment of service requests?
- A. Creating new workflows for every service request
- B. Separating requests relating to service failures from the degradation of services
- C. Eliminating service requests which have complex workflows
- D. Understanding which service requests can be accomplished with limited approvals
Answer: D
Explanation:
Reference: https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION # 68
Which is a purpose of the 'service desk' practice?
- A. To be the entry point and single point of contact for the service provider with all of its users
- B. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
- C. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
- D. To support the agreed quality of a service by handling all pre-defined, user-initiated service requests
Answer: A
NEW QUESTION # 69
......
Quickly and Easily Pass ITIL Exam with ITIL-4-Foundation real Dumps: https://www.actual4labs.com/ITIL/ITIL-4-Foundation-actual-exam-dumps.html
Realistic ITIL-4-Foundation Dumps Questions To Gain Brilliant Result: https://drive.google.com/open?id=1Z9P4kTTnkhbxIvsswQCIwm5RzvWYXgeT