Prepare ITIL-4-Foundation Question Answers - ITIL-4-Foundation Exam Dumps
Real ITIL ITIL-4-Foundation Exam Questions [Updated 2023]
ITIL ITIL-4-Foundation Exam Syllabus Topics:
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NEW QUESTION 68
Which includes governance, management practices, and continual improvement?
- A. The 'focus on value' guiding principle
- B. The 'deliver and support' value chain activity
- C. The service value system
- D. The 'value stream and processes' dimension
Answer: C
NEW QUESTION 69
How does a service consumer contribute to the reduction of disk?
- A. By managing staff availability
- B. By paying for the service
- C. By managing server hardware
- D. By communicating constraints
Answer: D
NEW QUESTION 70
What three elements make up the Service Portfolio?
- A. Service pipeline, configuration management system and service catalogue
- B. Customer portfolio, service catalogue and retired services
- C. Service pipeline, service catalogue and retired services
- D. Customer portfolio, configuration management system and service catalogue
Answer: C
Explanation:
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NEW QUESTION 71
What is a cause, or potential cause, of one or more incidents?
- A. A configuration item
- B. An incident
- C. A problem
- D. A workaround
Answer: C
NEW QUESTION 72
Which is the BEST example of an emergency change?
- A. A low-risk computer upgrade implemented as a service request
- B. A scheduled major hardware and software implementation
- C. The implementation of a security patch to a critical software application
- D. The implementation of a planned new release of a software application
Answer: C
NEW QUESTION 73
Which activity captures the demand for incident resolution and service requests?
- A. Problem management
- B. Service catalogue management
- C. Change control
- D. Service desk
Answer: D
NEW QUESTION 74
When should a workaround be created?
- A. When a potential permanent solution has been identified
- B. As soon as possible, once the incident is logged
- C. After the resolution of a problem
- D. When a problem cannot be resolved quickly
Answer: D
Explanation:
Reference: https://www.globalknowledge.com/us-en/resources/resource-library/articles/incidents-and- problems-workarounds/
NEW QUESTION 75
How does categorization of incidents assist the 'incident management' practice?
- A. It ensures that incidents are resolved in timescales agreed with the customer
- B. It determines the priority assigned to the incident
- C. It helps direct the incident to the correct support area
- D. It determines how the service provider is perceived
Answer: C
NEW QUESTION 76
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.
- A. Problem analyst
- B. Service level manager
- C. Service desk agent
- D. Change authority
Answer: C
NEW QUESTION 77
Which is the purpose of the 'monitoring and event management' practice?
- A. To protect the information needed by the organization to conduct its business
- B. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
- C. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
- D. To systematically observe services and service components, and record and report selected changes of state
Answer: D
NEW QUESTION 78
Which describes normal changes?
- A. Changes that are typically initiated as service requests
- B. Changes that need to be scheduled and assessed following a process
- C. Changes that must be implemented as soon as possible
- D. Changes that are low-risk and pre-authorized
Answer: B
NEW QUESTION 79
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
- A. Supplier Management
- B. Service request management
- C. Service level management
- D. Service desk
Answer: B
Explanation:
In order to be aligned to customer outcomes and expectations, SLM requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers:
Engagement is needed to understand and confirm the actual ongoing needs and requirements of customers, not simply what is interpreted by the service provider or has been agreed several years before. ITIL4 refers to value as being co-created, since it needs the input and validation of customers.
Listening is important as a relationship-building and trust-building activity, to show customers that they are valued and understood. This helps to move the provider away from always being in 'solution mode' and to build new, more constructive partnerships. Each customer is unique, and the service provider must not have a one-size-fits-all approach.
The activities of engaging and listening provide a great opportunity to build improved relationships and to focus on what really needs to be delivered. They also give service delivery staff an experience-based understanding of the day-to-day work that is done with their technology, enabling them to deliver a more business-focused service. When the customer is engaged and listened to, they feel valued and their perception of the service and service management activities improves.
https://www.bmc.com/blogs/itil-service-level-management/
NEW QUESTION 80
Which statement about service desks is CORRECT?
- A. The service desk should escalate all technical issues to support and development teams
- B. The service desk should remain isolated from technical support teams
- C. The service desk should work in close collaboration with support and development teams
- D. The service desk should rely on self-service portals instead of escalation to support teams
Answer: C
NEW QUESTION 81
Which is the BEST example of a standard change?
- A. The replacement of a component in response to a major incident
- B. The implementation of a critical software patch in response to a vendor security Issue
- C. The review and authorization of a change requested by a customer
- D. The Installation of a software application in response to a service request
Answer: D
NEW QUESTION 82
What is a configuration item?
- A. Any financially valuable component that can contribute to delivery of an IT product or service
- B. Any component that needs to be managed in order to deliver an IT service
- C. Any change of state that has significance for the management of a service
- D. A problem that has been analyzed but has not been resolved
Answer: B
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-key-terms/
NEW QUESTION 83
Which statement about known errors and problems is CORRECT?
- A. Known errors are managed by technical staff, problems are managed by service management staff
- B. A known error is the cause of one or more problems
- C. Known error is the status assigned to a problem after it has been analysed
- D. Known errors cause vulnerabilities, problems cause incidents
Answer: C
NEW QUESTION 84
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