Latest ITIL ITIL-4-Foundation Practice Test Questions, ITIL 4 Foundation Exam Exam Dumps
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NEW QUESTION # 217
When is the earliest that a workaround can be documented in 'problem management'?
- A. After the problem has been logged
- B. After the problem has been prioritized
- C. After the problem has been analyzed
- D. After the problem has been resolved
Answer: C
NEW QUESTION # 218
Which are elements of the service value system?
- A. Governance, service value chain, practices
- B. Service provision, service consumption, service relationship management
- C. Outcomes, utility, warranty
- D. Customer value, stakeholder value, organization
Answer: A
NEW QUESTION # 219
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
- A. Service configuration management
- B. Change enablement
- C. Problem management
- D. Information security management
Answer: D
NEW QUESTION # 220
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
- A. Collaborate and promote visibility
- B. Think and work holistically
- C. Keep it simple and practical
- D. Progress iteratively with feedback
Answer: C
NEW QUESTION # 221
For which purpose would the continual improvement practice use a SWOT analysis?
- A. Understanding the current state
- B. Tracking and managing ideas
- C. Ensuring everyone actively participates
- D. Defining the future desired state
Answer: A
Explanation:
Explanation
A SWOT (also known as SLOT) analysis is a powerful strategic planning tool used to evaluate the Strengths, Weaknesses/Limitations, Opportunities and Threats to a project or business
http://steppingstonesforbusiness.co.uk/wp-content/uploads/2012/07/FS116-SWOT-Analysis-for-Continuous-Imp
NEW QUESTION # 222
Which Guiding principle says that it is not usually necessary to build something new?
- A. Think and work holistically
- B. start where you are
- C. Progress iteratively with feedback
- D. Focus on value
Answer: B
NEW QUESTION # 223
What is required by all service desk staff?
- A. Knowledge of telephony technology
- B. Demonstration of emotional intelligence
- C. Excellent technical knowledge
- D. Root cause analysis skills
Answer: B
NEW QUESTION # 224
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
- A. IT asset management
- B. Service level management
- C. Incident management
- D. Monitoring and event management
Answer: B
Explanation:
Explanation/Reference: https://advisera.com/20000academy/blog/2019/06/17/sfia-and-itil-a-winning-combination-for-it- businesses/
NEW QUESTION # 225
What three elements make up the Service Portfolio?
- A. Customer portfolio, service catalogue and retired services
- B. Service pipeline, configuration management system and service catalogue D18912E1457D5D1DDCBD40AB3BF70D5D
- C. Customer portfolio, configuration management system and service catalogue
- D. Service pipeline, service catalogue and retired services
Answer: D
NEW QUESTION # 226
Which two are considered part of the 'organizations and people' dimension of service management?
1.Systems of authority
2.Culture
3.Relationships between organizations
4.Workflows
- A. 2 and 3
- B. 3 and 4
- C. 1 and 4
- D. 1 and 2
Answer: D
NEW QUESTION # 227
Which Practice includes management of workarounds and known errors?
- A. Service configuration management
- B. Problem management
- C. Incident management
- D. Monitoring and event management
Answer: B
Explanation:
Explanation
What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are managed:
* Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
* Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.
NEW QUESTION # 228
What is an incident?
- A. A result enabled by one or more outputs
- B. The planned removal of an item that might affect a service
- C. A service interruption resolved by the use of self-help tools
- D. A possible future event that could cause harm
Answer: D
NEW QUESTION # 229
Which will NOT be handled as a service request?
- A. The replacement of a toner cartridge
- B. A complaint about a support team
- C. The provision of a laptop
- D. The degradation of a service
Answer: D
NEW QUESTION # 230
Which practice has a purpose that involves creating closer, more collaborative relationships?
- A. Service configuration management
- B. Release management
- C. Information security management
- D. Suppler management
Answer: D
Explanation:
The purpose of the supplier management practice is to ensure that the organization's suppliers and their performances are managed appropriately to support the seamless provision of quality products and services1. This practice involves creating closer, more collaborative relationships with key suppliers to improve efficiency, effectiveness, and innovation2. References: ITIL Foundation - ITIL 4 Edition, page
16; ITIL 4 - A Pocket Guide, page 38.
NEW QUESTION # 231
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?
- A. Think and work holistically
- B. Keep it simple and practical
- C. Progress iteratively with feedback
- D. Star: where you are
Answer: B
Explanation:
https://assyst.ifs.com/blog/the-7-guiding-principles-of-itil-4-0
Don't over-engineer solutions. Think about what you can do now.
Like focus on value, this principle is heavily focused on the prevention of waste. Waste correlates with complexity. Higher complexity means there are more opportunities for waste to creep into a system.
Focus on delivering the desired outcome, not building the most elegant and elaborate solution. Use the minimum number of steps to deliver that outcome, ensuring you are not over-processing (delivering quality above and beyond what is required).
NEW QUESTION # 232
Identify the missing word in the following sentences.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.
- A. warranty
- B. utility
- C. outcomes
- D. outputs
Answer: C
NEW QUESTION # 233
Which dimension includes the knowledge needed for the management of services?
- A. Information and technology
- B. Partners and suppliers
- C. Value streams and processes
- D. Organizations and people
Answer: A
NEW QUESTION # 234
Which practice is responsible for moving new or changed components to live or other environments?
- A. Supplier management
- B. Change enablement
- C. Deployment management
- D. Release management
Answer: C
NEW QUESTION # 235
Which includes governance, management practices, and continual improvement?
- A. The 'deliver and support' value chain activity
- B. The 'focus on value' guiding principle
- C. The service value system
- D. The 'value stream and processes' dimension
Answer: C
NEW QUESTION # 236
Which practice recommends that organizations develop competencies in techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
- A. Service request management
- B. Change enablement
- C. Continual improvement
- D. Incident management
Answer: C
NEW QUESTION # 237
What type of change is often used for resolving incidents or implementing security patches?
- A. Normal change
- B. Emergency change
- C. Change model
- D. Standard change
Answer: B
Explanation:
A change that must be implemented as soon as possible without strictly following the standard process e.g. to resolve an incident or implement a security patch.
The process for assessment and authorization is expedited to ensure quick implementation, so scheduling and documentation is not a priority.
The change authority may be separate from what is standard or normal practice, typically smaller in number but with greater capacity to expedite approval.
https://www.bmc.com/blogs/itil-change-enablement/
NEW QUESTION # 238
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
- A. Meeting stakeholder expectations
- B. Understanding stakeholder needs
- C. Understanding the organization's vision
- D. Ensuring service components are available
Answer: A
Explanation:
Explanation
The purpose of 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.
NEW QUESTION # 239
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ITIL-4-Foundation (ITIL 4 Foundation) Exam is an essential certification exam for IT professionals who want to demonstrate their knowledge and understanding of the ITIL 4 framework. By passing ITIL-4-Foundation exam, candidates can prove their proficiency in the ITIL 4 framework and enhance their career prospects in the IT service management industry.
ITIL ITIL-4-Foundation Exam Syllabus Topics:
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