ITIL ITIL-4-Foundation Dumps - 100% Cover Real Exam Questions (Updated 430 Questions)
Real ITIL-4-Foundation dumps - Real ITIL dumps PDF
NEW QUESTION 25
Which practice has a purpose that includes observing a service to report selected changes of state identified as
events?
- A. Change control
- B. Monitoring and event management
- C. Incident management
- D. Information security management
Answer: D
NEW QUESTION 26
What is a definition of a problem?
- A. Any change of state that has significance for the management of a configuration item (CI)
- B. An unplanned interruption to a service, or reduction in the quality of a service
- C. An incident for which a full resolution is not yet available
- D. A cause, or potential cause, of one or more incidents
Answer: D
NEW QUESTION 27
Which is part of service provision?
- A. The grouping of one or more services based on one or more products
- B. The joint activities performed to ensure continual value co-creation
- C. The management of resources needed to consume the service
- D. The management of resources configured to deliver the service
Answer: D
NEW QUESTION 28
Which dimension of service management considers the workflows and controls needed to deliver services?
- A. Value streams and processes
- B. Information and technology
- C. Organization and people
- D. Partners and suppliers
Answer: A
NEW QUESTION 29
Which is part of the value proposition of a service?
- A. Costs imposed on the consumer by the service
- B. Outputs of the service received by the consumer
- C. Risks imposed on the consumer by the service
- D. Costs removed from the consumer by the service
Answer: D
NEW QUESTION 30
Which describes outcomes?
- A. Tangible or intangible deliverables
- B. Configuration of an organization's resources
- C. Results desired by a stakeholder
- D. Functionality offered by a product or service
Answer: C
NEW QUESTION 31
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.
- A. Problem analyst
- B. Service desk agent
- C. Service level manager
- D. Change authority
Answer: B
NEW QUESTION 32
Which practice makes new services available for use?
- A. IT asset management
- B. Change enablement
- C. Release management
- D. Deployment management
Answer: C
NEW QUESTION 33
A service offering may include goods, access to resources, and service actions. Which is an example of a service action?
- A. A service desk agent provides support to a user
- B. A mobile phone enables a user to work remotely
- C. A password allows a user connect to a WiFi network.
- D. A license allows a user to install a software product
Answer: A
NEW QUESTION 34
Which statement about value creating activities is CORRECT?
- A. Service value chain activities have pre-determined dependencies on ITIL practices
- B. A value stream is an operating model for creating value through products and services
- C. Each value stream should be designed with a specific combination of service value chain activities
- D. Organizations should ensure that each value stream is applicable to many scenarios
Answer: C
NEW QUESTION 35
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and
emotional intelligence?
- A. Problem management
- B. Supplier management
- C. Release management
- D. Service desk
Answer: D
NEW QUESTION 36
What describes the steps needed to create and deliver a specific service to a consumer?
- A. Service management
- B. A value stream
- C. Service level management
- D. Practices
Answer: B
NEW QUESTION 37
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.
- A. utility
- B. information
- C. warranty
- D. costs
Answer: D
NEW QUESTION 38
What is 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?
- A. A service
- B. Service management
- C. An IT asset
- D. Continual improvement
Answer: A
NEW QUESTION 39
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 40
Which statement about known errors and problems is CORRECT?
- A. A known error is the cause of one or more problems
- B. Known error is the status assigned to a problem after it has been analysed
- C. Known errors are managed by technical staff, problems are managed by service management staff
- D. Known errors cause vulnerabilities, problems cause incidents
Answer: B
NEW QUESTION 41
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
- A. Service desk
- B. Service level management
- C. Continual improvement
- D. Change enablement
Answer: B
Explanation:
The service level management practice defines, documents and manages the service levels of all the services and products. Service level management should provide the end to end visibility of all the organizational services. Service level management has to establish and provide the service views with service level target ensure meeting defined service levels by collecting, analyzing, storing and reporting all the defined target metrics of the services regularly (periodically) perform the service reviews and ensure the services meet the organization's needs continuously identify, capture, review & report the issues related to services, its performance against the defined service targets.
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes
NEW QUESTION 42
Which statement about the service value chain is CORRECT?
- A. Each value chain activity identifies a requirement for resources from an external supplier
- B. Each value chain activity uses different combinations of practices to convert inputs into outputs
- C. The service value chain converts value into demand
- D. The service value chain uses value streams to describe a combination of consumers and providers
Answer: B
NEW QUESTION 43
Which process is used to compare the value that new services offer with the value of the services they have replaced?
- A. Service portfolio management
- B. Capacity management
- C. Availability management
- D. Service catalogue management
Answer: A
NEW QUESTION 44
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
- A. new methods
- B. additional measurements
- C. revised processes
- D. existing information
Answer: D
NEW QUESTION 45
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
- A. Each iteration should be designed before starting the initiative and implemented without feedback
- B. Each iteration should be continually re-evaluated based on feedback
- C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
- D. Feedback should only be taken into account when one iteration fails to meet its objective
Answer: B
NEW QUESTION 46
Which statement about change authorities is CORRECT?
- A. Change authorities are only required for authorizing normal changes
- B. Change authorities are only required for authorizing emergency changes
- C. Change authorities are assigned for each type of change and change model
- D. Change authorities are assigned when each change is deployed
Answer: C
NEW QUESTION 47
Which is NOT a component of the service value system?
- A. The four dimensions of service management
- B. Practices
- C. The guiding principles
- D. Governance
Answer: A
NEW QUESTION 48
What are the three phases of 'problem management'?
- A. Problem identification, problem control, error control
- B. Incident management, problem management, change enablement
- C. Problem analysis, error identification, incident resolution
- D. Problem logging, problem classification, problem resolution
Answer: A
NEW QUESTION 49
When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?
- A. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
- B. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
- C. An organization should always use a single technique to ensure metrics are consistent
- D. An organization should always develop competencies in methodologies and techniques that will meet their needs
Answer: D
NEW QUESTION 50
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