Pass ITIL-4-Foundation Exam in First Attempt Guaranteed 2021 Dumps!
ITIL-4-Foundation Dumps Full Questions - Exam Study Guide
NEW QUESTION 121
What is a recommendation of the 'focus on value' guiding principle?
- A. Focus on the value of new and significant projects first
- B. Focus on value for the service provider first
- C. Make 'focus on value' a responsibility of the management
- D. Focus on value at every step of the improvement
Answer: D
NEW QUESTION 122
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
- A. Service strategy
- B. Continual service improvement
- C. Service operation
- D. Service transition
Answer: B
NEW QUESTION 123
Which is NOT a component of the service value system?
- A. The guiding principles
- B. The four dimensions of service management
- C. Governance
- D. Practices
Answer: B
NEW QUESTION 124
Which is a risk that might be removed from a service consumer by an IT service?
- A. Service provider ceasing to trade
- B. Security breach
- C. Cost of purchasing servers
- D. Failure of server hardware
Answer: B
Explanation:
Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/
NEW QUESTION 125
Which of these activities is carried out as part of 'problem management'?
- A. Creating incident records
- B. Escalating incidents to a support team for resolution
- C. Diagnosing and resolving incidents
- D. Trend analysis of incident records
Answer: D
NEW QUESTION 126
What is the expected outcome from using a service value chain?
- A. Service value streams
- B. Customer engagement
- C. Value realization
- D. The application of practices
Answer: C
NEW QUESTION 127
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. Service management
- B. A service
- C. An IT asset
- D. Continual improvement
Answer: B
NEW QUESTION 128
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 organize a major improvement initiative into several smaller initiatives
- C. To make new and improved services and features available for use
- D. To continually improve all products and services across all value chain activities
Answer: D
Explanation:
"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
NEW QUESTION 129
Which statement about the automation of service requests is CORRECT?
- A. Service requests that cannot be automated should be handled as problems
- B. Service requests and their fulfillment should be carried out by service desk staff without automation
- C. Service requests that cannot be automated should be handled as incidents
- D. Service requests and their fulfillment should be automated as much as possible
Answer: D
NEW QUESTION 130
Which guiding principle considers customer and user experience?
- A. Start where you are
- B. Focus on value
- C. Collaborate and promote visibility
- D. Keep it simple and practical
Answer: B
NEW QUESTION 131
Which function is responsible for the management of a data centre?
- A. Service desk
- B. Technical management
- C. Facilities management
- D. Application management
Answer: C
Explanation:
D18912E1457D5D1DDCBD40AB3BF70D5D
NEW QUESTION 132
Which practice provides users with a way to get various requests arranged, explained and coordinated?
- A. Service level management
- B. Relationship management
- C. Service desk
- D. Continual improvement
Answer: C
Explanation:
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.
Reference: https://www.bmc.com/blogs/itil-service-desk/
NEW QUESTION 133
Which practice is most likely to benefit from the use of chatbots?
- A. Service level management
- B. Change enablement
- C. Service desk
- D. Continual improvement
Answer: C
NEW QUESTION 134
Which statement about the 'four Ps' of service design is CORRECT?
- A. People refers to technology and tools
- B. Processes refers to skill and training
- C. Partners refers to suppliers and vendors
- D. Products refers to producers and metrics
Answer: C
Explanation:
D18912E1457D5D1DDCBD40AB3BF70D5D
NEW QUESTION 135
What is a definition of a service improvement plan (SIP)?
- A. A formal plan to implement improvements to a service or process
- B. An input from availability management to service level management, detailing the service design plan
- C. A formal plan to implement improvements to a customer's business processes
- D. An input from financial management for IT services to service level management, detailing the budget plan D18912E1457D5D1DDCBD40AB3BF70D5D
Answer: A
NEW QUESTION 136
Which practice identifies metrics that reflect the customer's experience of a service?
- A. Service desk
- B. Problem management
- C. Service level management
- D. Continual improvement
Answer: C
NEW QUESTION 137
Which practice has a strong influence on the user experience and perception of the service provider?
- A. Change enablement
- B. Service desk
- C. Supplier management
- D. Service level management
Answer: D
NEW QUESTION 138
Which statement about service requests is CORRECT?
- A. Service requests that require simple workflows should be dealt with as incidents
- B. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
- C. Service requests require workflows that should use manual procedures and avoid automation
- D. Complex service requests should be dealt with as normal changes
Answer: B
NEW QUESTION 139
What actions does a service desk take for all issues, queries and requests that are reported to them?
- A. Schedule, assess, authorize
- B. Diagnose, investigate, resolve
- C. Acknowledge, classify, own
- D. Initiate, approve, fulfill
Answer: D
NEW QUESTION 140
Which practice recommends that organizations develop competencies an techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
- A. Continual improvement
- B. Change enablement
- C. Incident management
- D. Service request management
Answer: A
NEW QUESTION 141
Which statement about output is correct?
- A. They capture customer demand for services
- B. They describes how the service performs.
- C. They consist of several outcomes.
- D. They contribute to the achievement of outcomes
Answer: D
NEW QUESTION 142
What term is used to describe whether a service will meet availability, capacity and security requirements?
- A. Outcomes
- B. Value
- C. Warranty
- D. Utility
Answer: C
NEW QUESTION 143
Which guiding principle recommends standardizing and streamlining manual tasks?
- A. Optimize and automate
- B. Collaborate and promote visibility
- C. Think and work holistically
- D. Focus on value
Answer: A
NEW QUESTION 144
......
ITIL 4 Free Certification Exam Material from Exam4Tests with 430 Questions: https://www.exam4tests.com/ITIL-4-Foundation-valid-braindumps.html
Use Real ITIL-4-Foundation - 100% Cover Real Exam Questions: https://drive.google.com/open?id=1heBkr0Rv8W3BZ1sxAcwjSKC6QHCfAWt5