Current ITIL-4-Foundation Exam Dumps [2024] Complete ITIL Exam Smoothly
ITIL-4-Foundation Premium PDF & Test Engine Files with 535 Questions & Answers
NEW QUESTION # 44
What is described by the service value system?
- A. How all the components and activities of the organization work together as a system to enable value
creation - 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 to apply the systems approach of the guiding principle think and work holistically
Answer: A
NEW QUESTION # 45
Which practice recommends that organizations develop competencies in techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
- A. Continual improvement
- B. Service request management
- C. Change enablement
- D. Incident management
Answer: A
NEW QUESTION # 46
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
- A. The ability to discover and respond to failure earlier
- B. Standardization of practices and services
- C. Understanding the current state and identifying what can be reused
- D. Understanding the customer's perception of value
Answer: A
NEW QUESTION # 47
What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?
- A. An initial baseline assessment
- B. The production of a detailed CSI plan
- C. Understanding priorities for improvement
- D. Verifying that improvement targets have been achieved
Answer: D
NEW QUESTION # 48
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
- A. Service request management
- B. Problem management
- C. Incident management
- D. Service level management
Answer: A
NEW QUESTION # 49
What is a configuration item?
- A. A problem that has been analyzed but has not been resolved
- B. Any change of state that has significance for the management of a service
- C. Any component that needs to be managed in order to deliver an IT service
- D. Any financially valuable component that can contribute to delivery of an IT product or service
Answer: C
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-key-terms/
NEW QUESTION # 50
Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services
- A. change
- B. risk
- C. problem
- D. configuration item
Answer: A
NEW QUESTION # 51
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?]
are managed appropriately to support the seamless provision of quality products and services.
- A. costs
- B. value
- C. performances
- D. users
Answer: C
NEW QUESTION # 52
Which TWO BEST describe the guiding principles?
Short term
Standards
Recommendations
Long-term
- A. 1 and 4
- B. 3 and 4
- C. 1 and 2
- D. 2 and 3
Answer: B
Explanation:
A guiding principle is a recommendation that provides universal and enduring guidance to an organization, which applies in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.
https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=A%20guiding%20principle%20is%20a,of%20work%2C%20or%20management%20structure.
NEW QUESTION # 53
Which statement about emergency changes is CORRECT?
- A. Emergency changes are low risk and well understood
- B. It is necessary to complete all documentation before an emergency charge is implemented
- C. Authorization of emergency changes may be deferred until after implementation
- D. Emergency changes are not usually recorded in the change schedule
Answer: D
Explanation:
Emergency changes. These are changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch. Emergency changes are not typically included in a change schedule, and the process for assessment and authorization is expedited to ensure they can be implemented quickly. As far as possible, emergency changes should be subject to the same testing, assessment, and authorization as normal changes, but it may be acceptable to defer some documentation until after the change has been implemented, and sometimes it will be necessary to implement the change with less testing due to time constraints. There may also be a separate change authority for emergency changes, typically including a small number of senior managers who understand the business risks involved."
https://itsm.tools/why-what-change-management/#:~:text=Emergency%20changes.&text=Emergency%20changes%20are%20not%20typically,they%20can%20be%20implemented%20quickly.
NEW QUESTION # 54
Which practice provides a communications point for users to report operational issues, queries and requests?
- A. Relationship management
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
https://www.bmc.com/blogs/itil-service-desk/ - B. Service desk
- C. Incident management
- D. Continual improvement
Answer: B
NEW QUESTION # 55
Which is an activity in the 'Problem control' phase of problem management?
- A. Documenting the steps in workaround
- B. Reviewing incident records to identity trends
- C. Implementing a technical fix to resolve an issue
- D. Re-assessing a known error to manage the ongoing impact.
Answer: A
Explanation:
Explanation
Problem Control. Problem control activities include problem analysis and documenting workarounds and known errors.
Just like incidents, problems will be prioritized based on the risk they pose in terms of probability and impact to services. Focus should be given to problems that have highest risk to services and service management.
https://www.bmc.com/blogs/itil-problem-management/#:~:text=2.,probability%20and%20impact%20to%20serv
NEW QUESTION # 56
Which are elements of the service value system?
- A. Service provision, service consumption, service relationship management
- B. Governance, service value chain, practices
- C. Outcomes, utility, warranty
- D. Customer value, stakeholder value, organization
Answer: B
NEW QUESTION # 57
Which skill is required by the 'service level management' practice?
- A. Technical expertise
- B. Event monitoring
- C. Problem management
- D. Supplier management
Answer: D
NEW QUESTION # 58
Which is a purpose of release management?
- A. To make new and changed services available for use
- B. To protect the organization's information
- C. To handle user-initiated service requests
- D. To move hardware and software to live environments
Answer: A
NEW QUESTION # 59
What type of chance is often used for resolving incidents or implementing security patches?
- A. Change model
- B. Normal change
- C. Slandaid uhar ye
- D. Emergency change
Answer: D
NEW QUESTION # 60
Which guiding principle recommends collecting data before deciding what can be re-used?
- A. Focus on value
- B. Start where you are
- C. Keep it simple and practical
- D. Progress interactively with feedback
Answer: B
NEW QUESTION # 61
What is a service?
- A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
- B. A tangible or intangible deliverable of an activity
- C. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings
- D. 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
Answer: D
Explanation:
Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/
NEW QUESTION # 62
Which practice provides a single point of contact for users?
- A. Change control
- B. Service desk
- C. Service request management
- D. Incident management
Answer: B
NEW QUESTION # 63
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization's suppliers and their
[?]
are managed appropriately to support the seamless provision of quality products and services.
- A. costs
- B. value
- C. performances
- D. users
Answer: C
NEW QUESTION # 64
What is defined as an unplanned interruption or reduction in the quality of a service?
- A. A problem
- B. A change
- C. An incident
- D. An event
Answer: C
NEW QUESTION # 65
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