Updated Dec 09, 2021 ITIL-4-Foundation Exam Dumps - PDF Questions and Testing Engine
New (2021) ITIL ITIL-4-Foundation Exam Dumps
NEW QUESTION 244
Which does the ITIL service value system discourage?
- A. Organizational agility
- B. Coordinated authorities and responsibilities
- C. Interfaces among practices
- D. Organizational silos
Answer: D
Explanation:
Architecture of the ITIL SVS specifically enables flexibility and discourages siloed working. This is because the service value chain and practices do not form a fixed, rigid structure, but rather they can be combined in multiple value streams to address the needs of the organization in a variety of scenarios, with open flow of communication across the many interfaces.
Reference: https://www.bmc.com/blogs/itil-service-value-system/
NEW QUESTION 245
What should be used to set user expectations for request fulfillment times?
- A. The consumer demand for the service
- B. The service levels of the supplier
- C. The time that the customer indicates for service delivery
- D. The time needed to realistically deliver the service
Answer: D
NEW QUESTION 246
What is the purpose of the 'relationship management' practice?
- A. To set clear business-based targets for service performance
- B. To establish and nurture the links between the organization and its stakeholders
- C. To support the agreed quality of a service handling all agreed, userinitiated service requests
- D. To align the organization's practices and services with changing business needs
Answer: B
NEW QUESTION 247
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
Explanation:
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NEW QUESTION 248
Which guiding principle says that services and processes should NOT provide a solution for every exception?
- A. Keep it simple and practical
- B. Optimize and automate
- C. Think and work holistically
- D. Collaborate and promote visibility
Answer: A
NEW QUESTION 249
Which statement about emergency changes is CORRECT?
- A. Emergency changes must be fully documented before authorization and implementation
- B. Emergency changes should be authorized and implemented as service requests
- C. The testing of emergency can be eliminated in order to implement the change quickly
- D. The assessment and authorization of emergency changes is expedited to ensure they can be implemented
quickly
Answer: D
NEW QUESTION 250
Which statement about the 'optimize and automate' guiding principle is CORRECT?
- A. Technology eliminates the need for human intervention
- B. Automation is best applied to non-standard tasks
- C. Activities should be automated before they are optimized
- D. Automation frees human resources for more complex activities
Answer: D
NEW QUESTION 251
Which statement about service relationship management is CORRECT?
- A. It focuses on the service actions performed by users
- B. It requires co-operation of both the service provider and service consumer
- C. It requires the service consumer to create resources for the service provider
- D. It focuses on the fulfilment of the agreed service actions
Answer: B
NEW QUESTION 252
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- A. Prioritization
- B. Detection
- C. Categorization
- D. Escalation
Answer: C
NEW QUESTION 253
Which is an example of a business related measurement?
- A. The average resolution time for incidents
- B. The number of problems resolved
- C. The number of passengers checked in
- D. The average time to response to change requests
Answer: C
NEW QUESTION 254
What are the MOST important skills required by service desk staff?
- A. Technical skills
- B. Problem resolution skills
- C. Incident analysis skills
- D. Supplier management skills
Answer: C
NEW QUESTION 255
Which practice would help a user gain access to an application that they need to use?
- A. Change enablement
- B. Service level management
- C. Service configuration management
- D. Service request management
Answer: A
NEW QUESTION 256
Which practice is the responsibility of everyone in the organization?
- A. Continual improvement
- B. Service level management
- C. Problem management
- D. Change control
Answer: A
NEW QUESTION 257
What should a release policy include?
- A. The process owner and process manager for each type of release
- B. The naming convention for all configuration items (CI) recorded in the configuration management system
- C. The naming convention and expected frequency of each type of release
- D. The roles and responsibilities for incident and problem resolution
Answer: C
Explanation:
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NEW QUESTION 258
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable
information about the configuration of services, and the [?] that support them, is available when and where it is
needed.
- A. customers
- B. CIs
- C. assets
- D. suppliers
Answer: B
NEW QUESTION 259
Which statement about the 'continual improvement' practice is CORRECT?
- A. Training should be provided to those involved in continual improvement.
- B. It is the role of senior management to authorize improvement initiatives.
- C. Continual improvement participation should be limited to a small dedicated team.
- D. A single continual improvement register should be maintained by senior management.
Answer: B
Explanation:
Reference: https://www.bmc.com/blogs/itil-continual-improvement/
NEW QUESTION 260
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
- A. Focus on value
- B. Think and work holistically
- C. Keep it simple and practical
- D. Collaborate and promote visibility
Answer: D
NEW QUESTION 261
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
- A. Restricting information about the improvement to essential stakeholders only.
- B. Engaging every stakeholder group in the same way, with the same communication.
- C. Increasing collaboration and visibility for the improvement.
- D. Involving customers after all planning has been completed.
Answer: D
NEW QUESTION 262
What impact does automation have on a service desk?
- A. Ability to work from multiple locations, geographically dispersed
- B. Increased phone contact and a reduced ability to focus on user experience
- C. Ability to work from a single centralised location
- D. Less low level work and a greater ability to focus on user experience
Answer: D
NEW QUESTION 263
Which are the elements of process control?
- A. Process owner, policy and objectives
- B. Inputs, outputs and triggers
- C. Resources, capabilities and metrics
- D. Work instructions, procedures and roles
Answer: A
NEW QUESTION 264
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
- A. Change management
- B. Service level management
- C. Service request management
- D. Incident management
Answer: D
Explanation:
Explanation
The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders of the service provider.
https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION 265
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