Pass ITIL-4-Foundation Exam in First Attempt Guaranteed 100% Cover Real Exam Questions [Aug-2022]
Valid ITIL-4-Foundation test answers & ITIL ITIL-4-Foundation exam pdf
ITIL ITIL-4-Foundation Exam Syllabus Topics:
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NEW QUESTION 217
Which statement about managing incidents is CORRECT?
- A. Low impact incidents should be resolved efficiently so the resource required is reduced
- B. Incidents with the lowest impact should be resolved first
- C. Low impact incidents should be resolved efficiently, making logging unnecessary
- D. The 'incident management' practice should use a single process regardless of the impact of the incident
Answer: A
NEW QUESTION 218
What is included in the purpose of the 'release management' practice?
- A. Authorizing changes to proceed
- B. Moving new software to live environments
- C. Making new features available for use
- D. Ensuring information about services is available
Answer: C
Explanation:
The purpose of the release management practice is to make new and changed services and features available for use.
Release: A version of a service or other configuration item, or a collection of configuration items, that is made available for use.
https://wiki.process-symphony.com.au/framework/lifecycle/process/release-management-itil-4/
NEW QUESTION 219
Identify the missing word in the following sentence.
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. outputs
- C. outcomes
- D. utility
Answer: C
NEW QUESTION 220
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
- A. Sometimes nothing from the current state can be re used
- B. Communicate in a way the audience can hear
- C. Fast does not mean incomplete
- D. If a practice is easier to follow it is more likely to be adopted
Answer: D
NEW QUESTION 221
What do customer perceptions and business outcomes help to define?
- A. Key performance indicators (KPIs)
- B. Service metrics
- C. The value of a service
- D. The total cost of a service
Answer: C
NEW QUESTION 222
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
- A. A normal change
- B. An emergency change
- C. An internal change
- D. A standard change
Answer: D
NEW QUESTION 223
What is the purpose of the 'relationship management' practice?
- A. To support the agreed quality of a service handling all agreed, userinitiated service requests
- B. To establish and nurture the links between the organization and its stakeholders
- C. To set clear business-based targets for service performance
- D. To align the organization's practices and services with changing business needs
Answer: B
NEW QUESTION 224
What are the ITIL guiding principles used for?
- A. To direct and control an organization
- B. To identify activities that an organization must perform in order to deliver a valuable service
- C. To ensure that an organization's performance continually meets stakeholders' expectations
- D. To help an organization make good decisions
Answer: D
NEW QUESTION 225
What is the definition of "service management"?
- A. Join activities performed by a service provider and a service consumer to ensure continual value co-creation
- B. A formal description of one or more services, designed to address the needs of a target consumer group
- C. A result for a stakeholder enabled by one or more outputs
- D. A set of specialized organizational capabilities for enabling value for customers in the form of services.
Answer: D
Explanation:
Service management is a set of specialized organizational capabilities for enabling value for customers in the form of services. These capabilities include tangible things like capital, people, and equipment, and can also include intangible things like knowledge, management and skills. These capabilities can also include intangible things, like knowledge, management, and skills.
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Service%20management%20is%20a%20set,like%20knowledge%2C%20management%20and%20skills.
NEW QUESTION 226
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
- A. Value streams and processes
This includes the information and technology needed to deliver services (servers, storage, networks, databases, etc.) as well as the information and technology needed to manage those services (ITSM tools, knowledge bases, configuration information, etc.).
https://www.sysaid.com/blog/entry/everything-you-officially-need-to-know-about-itil-4 - B. Organizations and people
- C. Partners and suppliers
- D. Information and technology
Answer: D
NEW QUESTION 227
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
- A. A normal change
- B. An emergency change
- C. A change model
- D. A standard change
Answer: D
NEW QUESTION 228
Which TWO BEST describe the guiding principles?
Short term
Standards
Recommendations
Long-term
- A. 1 and 2
- B. 1 and 4
- C. 3 and 4
- D. 2 and 3
Answer: C
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 229
Which dimension includes activities and workflows?
- A. Value streams and processes
- B. Information and technology
- C. Organizations and people
- D. Partners and suppliers
Answer: A
NEW QUESTION 230
Which action is performed by a service provider?
- A. Ensuring access to agreed resources
- B. Authorizing budget for service consumption
- C. Requesting required service actions
- D. Receiving of the agreed goods
Answer: C
Explanation:
Explanation/Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/it-service-management-concepts
NEW QUESTION 231
Which statement about emergency changes is CORRECT?
- A. The assessment and authorization of emergency changes is expedited to ensure they can be implemented
quickly - B. The testing of emergency can be eliminated in order to implement the change quickly
- C. Emergency changes should be authorized and implemented as service requests
- D. Emergency changes must be fully documented before authorization and implementation
Answer: A
NEW QUESTION 232
Which is included in the purpose of the 'change enablement' practice?
- A. Record and report selected changes of state
- B. Make new and changed services available for use
- C. Ensure that risks have been property assessed
- D. Plan and manage the full lifecycle of all IT assets
Answer: C
NEW QUESTION 233
Where are the details of the required performance outcomes of a service denned?
- A. Service components
- B. Service requests
- C. Service level agreements
- D. Service offerings
Answer: C
NEW QUESTION 234
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?
- A. Practices
- B. Guiding principles
- C. Service value chain
- D. Continual improvement
Answer: D
NEW QUESTION 235
What term is used to describe whether a service will meet availability, capacity and security requirements?
- A. Value
- B. Outcomes
- C. Utility
- D. Warranty
Answer: D
NEW QUESTION 236
What is the primary focus of business capacity management?
- A. Future business requirements for IT services are quantified, designed, planned and implemented in a
timely fashion - B. Management, control and prediction of the performance, utilization and capacity of individual elements of
IT technology - C. Review of all capacity supplier agreements and underpinning contracts with supplier management
- D. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT
services
Answer: A
NEW QUESTION 237
Which skill is required by the 'service level management' practice?
- A. Problem management
- B. Supplier management
- C. Technical expertise
- D. Event monitoring
Answer: B
NEW QUESTION 238
Which 'service level management' activity helps staff to deliver a more business-focused service?
- A. Measuring low-level operational activities
- B. Understanding the ongoing requirements of customers
- C. Creating targets based on the percentage of uptime of a service
- D. Using complex technical terminology in service level agreements (SLAs)
Answer: B
NEW QUESTION 239
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