[Oct 28, 2022] Fully Updated ITIL-4-Foundation Dumps - 100% Same Q&A In Your Real Exam
Latest ITIL-4-Foundation Exam Dumps - Valid and Updated Dumps
ITIL ITIL-4-Foundation Exam Syllabus Topics:
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NEW QUESTION 15
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
- A. Progress iteratively with feedback
- B. Focus on value
- C. Start where you are
- D. Collaborate and promote visibility
Answer: A
NEW QUESTION 16
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
- A. Execute improvement actions
- B. Evaluate measurements and metrics
- C. Perform baseline assessments
- D. Define measurable targets
Answer: B
NEW QUESTION 17
Which practice is responsible for moving new or changed components to live or other environments?
- A. Release management
- B. Deployment management
- C. Supplier management
- D. Change enablement
Answer: B
Explanation:
Reference: https://www.sysaid.com/blog/entry/itil-4-practices-whats-new-and-changed
NEW QUESTION 18
Which is part of the 'focus on value' guiding principle?
- A. Understanding what services help the service consumer
- B. Reducing the number of steps in the customer experience
- C. Identifying activities that can be achieved in smaller iterations
- D. Assessing services to identify parts that can be reused
Answer: A
NEW QUESTION 19
In which step of the 'continual improvement model' is an improvement plan implemented?
- A. Did we get there?
- B. Take action
- C. How do we get there?
- D. What is the vision?
Answer: B
NEW QUESTION 20
Which is an example of a business related measurement?
- A. The average resolution time for incidents
- B. The number of passengers checked in
- C. The number of problems resolved
- D. The average time to response to change requests
Answer: B
NEW QUESTION 21
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
- A. Focus on value
- B. Optimize and automate
- C. Think and work holistically
- D. Collaborate and promote
Answer: C
NEW QUESTION 22
Which practice handles all pre-defined user-initiated service actions?
- A. Service request management
- B. Service level management
- C. Deployment management
- D. Incident management
Answer: A
Explanation:
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:
Service requests and their fulfilment should be standardized and automated to the greatest degree possible.
Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.
The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.
Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take advantage of automation.
https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION 23
What are the types of asset management?
- A. Operational and technical management
- B. IT asset management and technical management
- C. Operational management and IT asset management
- D. IT asset management and software asset management
Answer: D
NEW QUESTION 24
Which practice has a purpose that deludes maximizing the number of successful additions modifications, or removals of anything that could have an effect on a service?
- A. Change enablement
- B. Service request management
- C. Service desk
- D. Incident management
Answer: A
NEW QUESTION 25
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. 1 and 4
- B. 1 and 2
- C. 2 and 3
- D. 3 and 4
Answer: A
NEW QUESTION 26
What is a problem?
- A. An unplanned reduction in the quality of a service
- B. An addition or modification that could have an effect on services
- C. A cause or potential cause of one or more incidents
- D. Any change of state that has significance for the management of a configuration item
Answer: C
NEW QUESTION 27
What is defined as "any component that needs to be managed in order to deliver an IT service"?
- A. An event
- B. A configuration item
- C. A change
- D. An IT asset
Answer: B
Explanation:
CIs are simply any component that needs to be managed in order to deliver an IT service. A server, a virtual server, or even the configuration of an application could be considered a CI, for example
https://www.bmc.com/blogs/itil-asset-configuration-management/#:~:text=among%20your%20CIs-,Configuration%20items%20(CIs),considered%20a%20CI%2C%20for%20example.
NEW QUESTION 28
Which is included in the purpose of the 'service level management' practice?
- A. To ensure accurate information about the configuration of services is available
- B. To set clear business-based targets for service levels
- C. To ensure that suppliers and their performance are managed appropriately
- D. To maximize the number of successful service and product changes
Answer: B
NEW QUESTION 29
What is the CORRECT definition of service management?
- A. A set of specialized assets for transitioning services into the live operational environment
- B. A set of specialized organizational capabilities for delivering value to customers in the form of services
- C. The capability of supplier to deliver services to providers in exchange for money
- D. The capability of service providers to minimize their costs without reducing the value of the services
Answer: B
NEW QUESTION 30
How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions
- A. 1 and 4
- B. 1 and 2
- C. 2 and 3
- D. 3 and 4
Answer: A
NEW QUESTION 31
What should be done first when applying the 'focus on value' guiding principle?
- A. Identify the outcomes that the service facilitates
- B. Identify all suppliers and partners involved in the service
- C. Determine who the service consumer is in each situation
- D. Determine the cost of providing the service
Answer: C
NEW QUESTION 32
Which is the correct combination of items that makes up an IT service?
- A. Information technology, networks and people
- B. People, processes and customers
- C. Customers, providers and documents
- D. Information technology, people and processes
Answer: D
NEW QUESTION 33
Which is a key consideration for the guiding principle 'keep it simple and practical'?
- A. Understand how each element contributes to value creation
- B. Start with a complex solution, then simplify
- C. Ignore the conflicting objectives of different stakeholders
- D. Try to create a solution for every exception
Answer: A
NEW QUESTION 34
What is a recommendation of the 'focus on value' guiding principle?
- A. Focus on value for the service provider first
- B. Focus on the value of new and significant projects first
- C. Focus on value at every step of the improvement
- D. Make 'focus on value' a responsibility of the management
Answer: C
NEW QUESTION 35
What is a cause, or potential cause, of one or more incidents?
- A. An incident
- B. A workaround
- C. A problem
- D. A configuration item
Answer: C
NEW QUESTION 36
What type of change is MOST likely to be managed by the 'service request management' practice?
- A. A normal change
- B. An emergency change
- C. A standard change
- D. An application change
Answer: C
NEW QUESTION 37
Why should service desk staff detect recurring issues?
- A. To escalate incidents to the correct support team
- B. To ensure effective handling of service requests
- C. To help identify problems
- D. To engage the correct change authority
Answer: C
NEW QUESTION 38
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