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ITIL-4-Foundation Dumps Full Questions - Exam Study Guide
NEW QUESTION 67
What are the three phases of 'problem management'?
- A. Problem identification, problem control, error control
- B. Problem logging, problem classification, problem resolution
- C. Incident management, problem management, change control
- D. Problem analysis, error identification, incident resolution
Answer: A
NEW QUESTION 68
What is a service?
- A. 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
- B. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings
- C. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
- D. A tangible or intangible deliverable of an activity
Answer: A
Explanation:
Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/
NEW QUESTION 69
Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?
- A. Change enablement
- B. Incident management
- C. Monitoring and event management
- D. Service request management
Answer: C
NEW QUESTION 70
How should an organization adopt continual improvement methods?
- A. Select a few key methods for the types of improvement that the organization handles
- B. Select a single method for all improvements that the organization handles
- C. Use a new method for each improvement the organization handles
- D. Build the capability to use as many improvement methods as possible
Answer: A
NEW QUESTION 71
Which is a way of applying the guiding principle 'focus on value'?
- A. Recognizing the complexity of systems
- B. Understanding how service consumers use services
- C. Comprehending the whole, but doing something
- D. Doing fewer things, but doing them better
Answer: B
NEW QUESTION 72
Which skill is required by the 'service level management' practice?
- A. Technical expertise
- B. Problem management
- C. Event monitoring
- D. Supplier management
Answer: D
NEW QUESTION 73
Which statement about the 'change enablement' practice is CORRECT?
- A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process
- B. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved
- C. Normal changes are triggered by the creation of a change request which can be created manually or automated
- D. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly
Answer: C
NEW QUESTION 74
What is recommended by the guiding principle 'progress iteratively with feedback'?
- A. An assessment of how all the parts of an organization will affect an improvement initiative
- B. The identification of all interested parts at the start of an improvement initiative
- C. An improvement initiative that is broken into a number of manageable sections
- D. A current state assessment that is carried out at the start of an improvement initiative
Answer: C
NEW QUESTION 75
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
- A. Start where you are
- B. Optimize and automate
- C. Think and work holistically
- D. Focus on value
Answer: B
Explanation:
Reference: https://www.sysaid.com/blog/entry/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you- make-decisions
NEW QUESTION 76
Which practice would help a user gain access to an application that they need to use?
- A. Service level management
- B. Service configuration management
- C. Change enablement
- D. Service request management
Answer: C
NEW QUESTION 77
Which practice establishes a channel between the service provider and its users?
- A. Change enablement
- B. Relationship management
- C. Service desk
- D. Supplier management
Answer: C
NEW QUESTION 78
Which statement about a 'continual improvement register' is CORRECT?
- A. It should be re-prioritized as ideas are documented
- B. It should be managed at the senior level of the organization
- C. There should only be one for the whole organization
- D. It should be used to capture user demand
Answer: A
NEW QUESTION 79
What should be used to set user expectations for request fulfilment times?
- A. The consumer demand for the service
- B. The service levels of the supplier
- C. The time needed to realistically deliver the service
- D. The time that the customer indicates for service delivery
Answer: C
NEW QUESTION 80
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:
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%
NEW QUESTION 81
Which facilitates outcomes that customers want to achieve?
- A. IT asset
- B. Warranty
- C. Organization
- D. Service
Answer: D
NEW QUESTION 82
What is a problem that has been analysed but has not been resolved?
- A. Known error
- B. Event
- C. Incident
- D. Workaround
Answer: A
NEW QUESTION 83
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
- A. Service level management
- B. Continual improvement
- C. Relationship management
- D. Service configuration management
Answer: B
NEW QUESTION 84
Which two statements about the guiding principles are CORRECT?
1.The guiding principles support continual improvement
2.Each guiding principle applies to a selection of the available stakeholder groups
3.Organizations should decide which one of the guiding principles is relevant to them
4.Organizations should consider how the guiding principles interact with each other
- A. 1 and 2
- B. 3 and 4
- C. 2 and 3
- D. 1 and 4
Answer: D
NEW QUESTION 85
What is the purpose of the 'deployment management' practice?
- A. To make new and changed services and features available for use
- B. To plan and manage the full lifecycle of all IT assets.
- C. To move new or changed components to live environments
- D. To protect the information needed by the organization to conduct its business
Answer: C
NEW QUESTION 86
When should a workaround be created?
- A. As soon as possible, once the incident is logged
- B. After the resolution of a problem
- C. When a problem cannot be resolved quickly
- D. When a potential permanent solution has been identified
Answer: C
Explanation:
Reference: https://www.globalknowledge.com/us-en/resources/resource-library/articles/incidents-and- problems-workarounds/
NEW QUESTION 87
Which dimension considers data security and privacy?
- A. Organizations and people
- B. Information and technology
- C. Value streams and processes
- D. Partners and suppliers
Answer: B
NEW QUESTION 88
What can be used to determine if a service is 'fit for purpose'?
- A. Outcome
- B. Warranty
- C. Availability
- D. Utility
Answer: D
NEW QUESTION 89
Which is the addition, modification or removal of anything that could have an effect on services?
- A. A problem
- B. A change
- C. An incident
- D. An event
Answer: B
NEW QUESTION 90
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