Ultimate Guide to Prepare ITIL-4-Foundation with Accurate PDF Questions [Jan 12, 2022]
Pass ITIL With Actual4Labs Exam Dumps
NEW QUESTION 154
Which practice provides users with a way to get various requests arranged, explained and coordinated?
- A. Service level management
- B. Service desk
- C. Relationship management
- D. Continual improvement
Answer: B
Explanation:
Over time, the focus of service desks has broadened from simply logging and resolving technical issues, to proving more comprehensive support for people and the business. They are increasingly being used to get various matters arranged, explained, and coordinated. The service desk has a major influence on user experience and how the service provider is perceived by the users. By understanding and acting on the business context of transactional activity (i.e. logging tickets), the service desk is better placed to add value to the organization.
NEW QUESTION 155
Which principle concentrates on service consumers?
- A. Start where you are
- B. Focus on value
- C. Optimize and automate
- D. Keep it simple
Answer: B
NEW QUESTION 156
What is used to link activities within the service value chain?
- A. Opportunity, demand and value
- B. Service level agreements
- C. Service desk
- D. Inputs, outputs and triggers
Answer: A
NEW QUESTION 157
What helps diagnose and resolve a simple incident?
- A. Formation of a temporary team
- B. Problem prioritization
- C. The use of scripts
- D. Rapid escalation
Answer: C
NEW QUESTION 158
Which two practices interact the MOST with the service desk practice?
- A. Deployment management and change enablement
- B. Service request management and deployment management
- C. Incident management and service request management
- D. Change enablement and incident management
Answer: C
NEW QUESTION 159
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 160
What is the purpose of the 'incident management' practice?
- A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
- B. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
- C. To support the agreed service quality by effective handling of all agreed user-initiated service requests
- D. To capture demand for incident resolution and service requests
Answer: B
NEW QUESTION 161
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
- A. Service management
- B. Service provision
- C. Service consumption
- D. Service offering
Answer: A
NEW QUESTION 162
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 163
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
- A. Monitoring and event management
- B. Relationship management
- C. Change control
- D. Release management
Answer: C
Explanation:
Reference: https://www.symphonysummit.com/products/what-is-it-service-management-itsm/
NEW QUESTION 164
Which BEST describes the purpose of the 'improve' value chain activity?
- A. To ensure a shared understanding of the vision and improvement direction for all products and services
- B. To make new and improved services and features available for use
- C. 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."
https://www.symphonysummit.com/products/defining-industry-terms-itsm-itil-itil4/#:~:text=Improve%20%E2%80%93%E2%80%9CThe%20purpose%20of%20the,four%20dimensions%20of%20service%20management.%E2%80%9D - D. To organize a major improvement initiative into several smaller initiatives
Answer: C
NEW QUESTION 165
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
- A. Start where you are
- B. Focus on value
- C. Progress iteratively with feedback
- D. Optimize and automate
Answer: C
NEW QUESTION 166
Which practice coordinates the classification, ownership and communication of service requests and incidents?
- A. Service desk
- B. Relationship management
- C. Problem management
- D. Supplier management
Answer: A
NEW QUESTION 167
What is described by the service value system?
- A. How to apply the systems approach of the guiding principle think and work holistically
- B. Joint activities performed by a service provider and a service consumer to ensure continual value
co-creation - C. Services based on one or more products, designed to address needs of a target consumer group
- D. How all the components and activities of the organization work together as a system to enable value
creation
Answer: D
NEW QUESTION 168
How are target resolution times used in the 'incident management' practice?
- A. They are scheduled, assessed and authorized to reduce the risk of service failures
- B. They are established, reviewed, and reported to ensure that customers are happy with the service
- C. They are initiated, approved, and managed to ensure that predictable responses are achieved
- D. They are agreed, documented, and communicated to help set user expectations
Answer: D
NEW QUESTION 169
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
- A. Service desk
- B. Service request management
- C. IT asset management
- D. Change control
Answer: B
NEW QUESTION 170
Which statement about service offerings is CORRECT?
- A. Service offerings describe how providers and consumers cooperate to co-create value
- B. Service offerings include the transfer of goods from the consumer to the prowler
- C. The same product can be used as a basis for more than one service offering
- D. Each service should be described to consumers as a single service offering
Answer: C
NEW QUESTION 171
Which practice establishes a channel between the service provider and its users?
- A. Service desk
- B. Relationship management
- C. Change enablement
- D. Supplier management
Answer: A
Explanation:
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes
NEW QUESTION 172
Which will NOT be handled as a service request?
- A. A complaint about a support team
- B. The degradation of a service
- C. The replacement of a toner cartridge
- D. The provision of a laptop
Answer: B
NEW QUESTION 173
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.
- A. process
- B. measurement
- C. plans
- D. tools
Answer: B
NEW QUESTION 174
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 175
Which dimension includes the knowledge needed for the management of services?
- A. Partners and suppliers
- B. Organizations and people
- C. Value streams and processes
- D. Information and technology
Answer: D
NEW QUESTION 176
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. 1 and 4
- B. 1 and 2
- C. 2 and 3
- D. 3 and 4
Answer: B
NEW QUESTION 177
Which helps to manage an incident when it is unclear which support team should be working on the incident?
- A. Target resolution times
- B. Disaster recovery plans
- C. Swarming
- D. Self-help
Answer: C
Explanation:
Reference: https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION 178
Which statement about the 'continual improvement' practice is CORRECT?
- A. Training should be provided to those involved in continual improvement.
- B. It is the role of senior management to authorize improvement initiatives.
- C. Continual improvement participation should be limited to a small dedicated team.
- D. A single continual improvement register should be maintained by senior management.
Answer: B
NEW QUESTION 179
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