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ITIL ITIL-4-Foundation Exam Syllabus Topics:
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NEW QUESTION 175
Which is a purpose of the 'service desk' practice?
- A. To capture demand for incident resolution and service requests
- B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
- C. To set clear business-based targets for service performance
- D. To maximize the number of successful IT changes by ensuring risks are properly assessed
Answer: A
NEW QUESTION 176
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. value
- B. users
- C. costs
- D. performances
Answer: D
NEW QUESTION 177
Which ITIL concept helps an organization to make good decisions?
- A. Four dimensions of service management
- B. Guiding principles
- C. Service value chain
- D. Practices
Answer: B
NEW QUESTION 178
Which statement about the 'incident management' practice is CORRECT?
- A. It authorizes changes to resolve incidents.
- B. It identifies the cause of major incidents.
- C. It resolves the highest impact incidents first.
- D. It maintains detailed procedures for diagnosing incidents.
Answer: C
Explanation:
Reference: https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION 179
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
- A. Service desk
- B. Change enablement
- C. Continual improvement
- D. Service level management
Answer: D
Explanation:
Explanation
The service level management practice defines, documents and manages the service levels of all the services and products. Service level management should provide the end to end visibility of all the organizational services. Service level management has to establish and provide the service views with service level target ensure meeting defined service levels by collecting, analyzing, storing and reporting all the defined target metrics of the services regularly (periodically) perform the service reviews and ensure the services meet the organization's needs continuously identify, capture, review & report the issues related to services, its performance against the defined service targets.
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes
NEW QUESTION 180
Which is an objective of the design coordination process?
- A. To assess and evaluate all changes and their impact on service designs
- B. To gather and document new service level requirements from the customer D18912E1457D5D1DDCBD40AB3BF70D5D
- C. To document the initial structure and relationship between services and customers
- D. To produce service design packages and ensure they are handed over to service transition
Answer: D
NEW QUESTION 181
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
- A. Change enablement
- B. Service configuration management
- C. Deployment management
- D. Service request management
Answer: D
NEW QUESTION 182
What is the MOST important reason for prioritizing incidents?
- A. To provide links to related changes and known errors
- B. To ensure that incidents with highest impact are resolved first
- C. To ensure that user expectations are realistic
- D. To help information-sharing are learning
Answer: B
NEW QUESTION 183
Which action is performed by a service provider?
- A. Ensuring access to agreed resources
- B. Requesting required service actions
- C. Receiving of the agreed goods
- D. Authorizing budget for service consumption
Answer: B
Explanation:
Explanation/Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/it-service-management-concepts
NEW QUESTION 184
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
- A. Change control
- B. Information security management
- C. Incident management
- D. Monitoring and event management
Answer: D
NEW QUESTION 185
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 186
Which is an objective of the design coordination process?
- A. To gather and document new service level requirements from the customer
- B. To assess and evaluate all changes and their impact on service designs
- C. To document the initial structure and relationship between services and customers
- D. To produce service design packages and ensure they are handed over to service transition
Answer: D
NEW QUESTION 187
What can be described as an operating model for the creating and management of products and services?
- A. Practices
- B. Service value chain
- C. Governance
- D. Guiding principles
Answer: B
NEW QUESTION 188
Which practice would help a user gain access to an application that they need to use?
- A. Service level management
- B. Service request management
- C. Service configuration management
- D. Change enablement
Answer: D
NEW QUESTION 189
Identity the missing word(s) in the blowing sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].
- A. events
- B. known errors
- C. IT assets
- D. charges
Answer: B
NEW QUESTION 190
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