Pass ITIL ITIL-4-Foundation Exam with Guarantee Updated 535 Questions
Latest ITIL-4-Foundation Pass Guaranteed Exam Dumps Certification Sample Questions
NEW QUESTION # 211
What is a definition of a service improvement plan (SIP)?
- A. A formal plan to implement improvements to a service or process
- B. A formal plan to implement improvements to a customer's business processes
- C. An input from financial management for IT services to service level management, detailing the budget plan
- D. An input from availability management to service level management, detailing the service design plan
Answer: A
NEW QUESTION # 212
Which statement about metrics is CORRECT?
- A. Process metrics can be used to measure end-to-end service performance
- B. Process metrics can be used to measure the utilization of a supplier's network
- C. Technology metrics can be used to determine the overall health of a process
- D. Technology metrics can be used to measure component performance and availability
Answer: D
NEW QUESTION # 213
Which statement about a continual improvement register (CIR)' is TRUE?
- A. Used to provide a formal description of one or more services designed to address the needs of a target consumer group
- B. Used to track and manage improvement ideas from identification through to final action
- C. Used to help plan changes, assist in communication avoid conflicts and assign resources
- D. Used to select the right method, model or technique for identifying improvements
Answer: B
Explanation:
The continual improvement practice aligns the organization's practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services1. A continual improvement register (CIR) is a tool used to track and manage improvement ideas from identification through to final action2. It helps to prioritize, monitor, and communicate the status of improvement initiatives3. The other statements are not true because:
Used to help plan changes, assist in communication avoid conflicts and assign resources: This describes the purpose of a change schedule, which is a tool used by the change enablement practice2.
Used to select the right method, model or technique for identifying improvements: This describes the purpose of a continual improvement model (CIM), which is a tool used by the continual improvement practice2.
Used to provide a formal description of one or more services designed to address the needs of a target consumer group: This describes the purpose of a service offering, which is an output of the engage activity of the service value chain1. Reference: ITIL Foundation - ITIL 4 Edition, page 15; ITIL 4 - A Pocket Guide, page 34; ITIL 4 Practice Guide: Continual Improvement, page 9.
NEW QUESTION # 214
Which are the elements of process control?
- A. Work instructions, procedures and roles
- B. Inputs, outputs and triggers
- C. Process owner, policy and objectives
- D. Resources, capabilities and metrics
Answer: C
NEW QUESTION # 215
What should a release policy include?
- A. The naming convention and expected frequency of each type of release
- B. The process owner and process manager for each type of release
- C. The roles and responsibilities for incident and problem resolution
- D. The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)
Answer: A
NEW QUESTION # 216
What is NOT within the scope of service catalogue management?
- A. Interfaces between all services and supporting services
- B. Fulfilment of business service requests
- C. Interfaces between the service catalogue and service portfolio
- D. Contribution to the definition of services
Answer: B
NEW QUESTION # 217
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. warranty
- B. information
- C. costs
- D. utility
Answer: C
NEW QUESTION # 218
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. Products refers to producers and metrics
- D. Partners refers to suppliers and vendors
Answer: D
NEW QUESTION # 219
What is the purpose of the 'relationship management' practice?
- A. To establish and nurture the links between the organization and its stakeholders
- B. To set clear business-based targets for service performance
- C. To support the agreed quality of a service handling all agreed, userinitiated service requests
- D. To align the organization's practices and services with changing business needs
Answer: A
NEW QUESTION # 220
Which is an activity of 'problem identification'?
- A. Establishing potential permanent solutions
- B. Analyzing the cause of problems
- C. Analyzing information from software developers
- D. Establishing problem workarounds
Answer: C
NEW QUESTION # 221
Which describe a 'change authority'?
- A. a model used to determine who will assess a change
- B. A tool used to help plan changes
- C. A way to manage the people aspects of change
- D. A person who approves a change
Answer: B
NEW QUESTION # 222
What is required by all service desk staff?
- A. Demonstration of emotional intelligence
- B. Knowledge of telephony technology
- C. Excellent technical knowledge
- D. Root cause analysis skills
Answer: A
NEW QUESTION # 223
Which is included in the purpose of the 'improve' value chain activity?
- A. Ensuring that services continually meet expectations for quality, costs, and lime to market
- B. Ensuring the continual improvement of practices across all value chain activities
- C. Ensuring continual engagement and good relationships with all stakeholders
- D. Ensuring a shared understanding of the improvement direction for services across the organization
Answer: B
Explanation:
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://wiki.process-symphony.com.au/framework/lifecycle/service-value-systemitil-4/#:~:text=The%20purpose
NEW QUESTION # 224
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
- A. Problem management
- B. Service request management
- C. Service desk
- D. Continual management
Answer: C
Explanation:
"Service desk staff require training and competency across a number of broad technical and business areas. In particular, they need to demonstrate excellent customer service skills such as empathy, incident analysis and prioritization, effective communication, and emotional intelligence.
https://www.servicedeskinstitute.com/the-case-for-itil4-foundation-service-desk-analyst-training/#:~:text=%E2%80%9CService%20desk%20staff%20require%20training,effective%20communication%2C%20and%20emotional%20intelligence.
NEW QUESTION # 225
Which statement about standard changes is CORRECT?
- A. The change does not require additional authorization
- B. The change can be implemented with less testing if necessary
- C. A full assessment should be completed each time the change is implemented
- D. The appropriate change authority should be assigned to each type of change
Answer: A
NEW QUESTION # 226
Which ITIL concept describes governance?
- A. The service value system
- B. The seven guiding principles
- C. The four dimensions of service management
- D. The service value chain
Answer: A
NEW QUESTION # 227
Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests
- A. 1 and 2
- B. 2 and 3
- C. 1 and 4
- D. 3 and 4
Answer: A
NEW QUESTION # 228
Which statement about service requests is CORRECT?
- A. Service requests require workflows that should use manual procedures and avoid automation
- B. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
- C. Service requests that require simple workflows should be dealt with as incidents
- D. Complex service requests should be dealt with as normal changes
Answer: B
NEW QUESTION # 229
What is an incident?
- A. A result enabled by one or more outputs
- B. A service interruption resolved by the use of self-help tools
- C. The planned removal of an item that might affect a service
- D. A possible future event that could cause harm
Answer: D
NEW QUESTION # 230
Which of the following terms is more suitable to describe the functionality of a service?
- A. Utility
- B. Outcome
- C. Output
- D. Warranty
Answer: A
Explanation:
Utility is the term used to describe the functionality of a service, or how well it meets the needs and expectations of the customers and users. Utility can be expressed as 'what the service does' or 'the functionality offered by a product or service to meet a particular need'1. Utility is one of the two elements of service value, along with warranty2. Reference: ITIL Foundation - ITIL 4 Edition, page 4; ITIL 4 - A Pocket Guide, page 14.
NEW QUESTION # 231
What are the three phases of 'problem management'?
- A. Problem logging, problem classification, problem resolution
- B. Problem identification, problem control, error control
- C. Problem analysis, error identification, incident resolution
- D. Incident management, problem management, change enablement
Answer: B
NEW QUESTION # 232
What should be used to set user expectations for request fulfilment times?
- A. The service levels of the supplier
- B. The time needed to realistically deliver the service
- C. The time that the customer indicates for service delivery
- D. The consumer demand for the service
Answer: B
NEW QUESTION # 233
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 # 234
Which statement about outcomes is CORRECT?
- A. They are deliverables provided to service consumers.
- B. The co-create value for service providers by reducing costs and risks.
- C. They allow service consumers to achieve a desired result.
- D. They provide products to service providers based on outputs.
Answer: C
Explanation:
Explanation/Reference: https://www.axelos.com/news/blogs/february-2015/difference-between-outputs-and-outcomes-in- itsm
NEW QUESTION # 235
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ITIL-4-Foundation (ITIL 4 Foundation) Certification Exam is designed to test the knowledge and understanding of IT service management principles and practices based on the ITIL 4 framework. ITIL 4 is the latest version of the IT Infrastructure Library (ITIL) framework, which is the most widely adopted framework for IT service management across the globe. The ITIL 4 Foundation Certification Exam is the entry-level certification for IT professionals who want to learn and implement ITIL 4 practices in their organizations.
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