Verified ITIL-4-Foundation Dumps Q&As - ITIL-4-Foundation Test Engine with Correct Answers
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NEW QUESTION # 33
Which service transition process provides guidance about converting data into information?
- A. Change evaluation
D18912E1457D5D1DDCBD40AB3BF70D5D - B. Service asset and configuration management
- C. Service validation and testing
- D. Knowledge management
Answer: D
NEW QUESTION # 34
What is the purpose of the 'relationship management' practice?
- A. To establish and nurture the links between the organization and its stakeholders
- B. To align the organization's practices and services with changing business needs
- C. To set clear business-based targets for service performance
- D. To support the agreed quality of a service handling all agreed, userinitiated service requests
Answer: A
NEW QUESTION # 35
Which statement about outcomes is CORRECT?
- A. An outcome depends on at least one output to deliver a result
- B. An outcome defines the amount of money spent on technology for a service
- C. Outcomes provide assurance to stakeholders on how a service performs
- D. Outcomes enable products to be delivered to a stakeholder
Answer: A
Explanation:
It is important to understand the difference in these terms not just for clarity, but because outputs are much easier to measure than outcomes.
Outputs are nearly always quantitative, with data available to show whether these have been delivered. Outputs are easy to report on and to validate. There is no grey area.
Outcomes are more challenging to verify because they are both qualitative and quantitative. Whether your outcomes have been achieved will rely, to a great extent, on the perception of the people who receive the service. Perceptions are not easy to measure or report on, but it is essential you find a way to do so.
https://www.bmc.com/blogs/outcomes-vs-outputs/
NEW QUESTION # 36
Which is a financially valuable component that can contribute to the delivery of a service?
- A. Sponsor
- B. Configuration item
- C. Service offering
- D. IT asset
Answer: D
Explanation:
Explanation
IT asset is any financially valuable component that can contribute to the delivery of an IT product or service.
The scope of IT asset management typically includes all software, hardware, networking, cloud services, and client devices
https://wiki.process-symphony.com.au/framework/lifecycle/process/it-asset-management-itil-4/#:~:text=IT%20a
NEW QUESTION # 37
Which of the following terms is more suitable to describe the functionality of a service?
- A. Outcome
- B. Warranty
- C. Output
- D. Utility
Answer: D
Explanation:
Utility is the term used to describe the functionality of a service, or how well it meets the needs and expectations of the customers and users. Utility can be expressed as 'what the service does' or 'the functionality offered by a product or service to meet a particular need'1. Utility is one of the two elements of service value, along with warranty2. Reference: ITIL Foundation - ITIL 4 Edition, page 4; ITIL 4 - A Pocket Guide, page 14.
NEW QUESTION # 38
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
- A. Relationship management
- B. Service desk
- C. Change enablement
- D. Supplier management
Answer: A
NEW QUESTION # 39
Which is a key element of the 'think and work holistically' guiding principle?
- A. Using technology for standard tasks to give people time for complex activities
- B. Eliminating metrics which do not contribute to achieving an objective
- C. Assessing which procedures can be re-used when improving a service
- D. Understanding the methods applicable to complex systems
Answer: D
Explanation:
Explanation
No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.
Taking a holistic approach to service management includes establishing an understanding of how all the parts of an organization work together in an integrated way (remember the four dimensions of service management?), including having an end-to-end visibility of how demand is captured and translated into outcomes. In a complex system, the alteration of one element can impact others and, where possible, these impacts need to be identified, analysed and planned for.
To apply this principle successfully, consider this advice:
Recognize the complexity of the systems
Collaboration is key to thinking and working holistically
Where possible, look for patterns in the needs of and interactions between system elements Automation can facilitate working holistically
https://www.bmc.com/blogs/itil-guiding-principles/
NEW QUESTION # 40
Which helps to manage an incident when it is unclear which support team should be working on the incident?
- A. Swarming
- B. Target resolution times
- C. Disaster recovery plans
- D. Self-help
Answer: A
NEW QUESTION # 41
What is the purpose of the 'deployment management' practice?
- A. To move new or changed components to live environments
- B. To set clear business-based targets for service performance
- C. To ensure services achieve agreed and expected performance
- D. To make new or changed services available for use
Answer: A
NEW QUESTION # 42
What should be considered as part of the 'partners and suppliers' dimension?
- A. The information created, managed and used in the course of service provision and consumption
- B. The activities, workflows, controls and procedures needed to achieve the agreed objectives
- C. The level of integration and formality involved in the relationships between organizations
- D. The required skills and competencies of teams and individual members of the organization
Answer: C
NEW QUESTION # 43
What is the definition of "service management"?
- A. A set of specialized organizational capabilities for enabling value for customers in the form of services.
- B. Join activities performed by a service provider and a service consumer to ensure continual value co-creation
- C. A result for a stakeholder enabled by one or more outputs
- D. A formal description of one or more services, designed to address the needs of a target consumer group
Answer: A
Explanation:
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%20
NEW QUESTION # 44
What type of change is often used for resolving incidents or implementing security patches?
- A. Normal change
- B. Change model
- C. Emergency change
- D. Standard change
Answer: C
Explanation:
A change that must be implemented as soon as possible without strictly following the standard process e.g. to resolve an incident or implement a security patch.
The process for assessment and authorization is expedited to ensure quick implementation, so scheduling and documentation is not a priority.
The change authority may be separate from what is standard or normal practice, typically smaller in number but with greater capacity to expedite approval.
https://www.bmc.com/blogs/itil-change-enablement/
NEW QUESTION # 45
Which should be handled by 'service request management'?
- A. A request to change a target in a service level agreement
- B. A request to resolve an error in a service
- C. A request to implement a security patch
- D. A request to provide a laptop
Answer: C
Explanation:
Explanation/Reference: https://www.atlassian.com/itsm/service-request-management
NEW QUESTION # 46
Which phase of problem management includes analysing incidents to look for patterns and trends?
- A. Post-implementation review
- B. Problem identification
- C. Error control
- D. Problem control
Answer: B
NEW QUESTION # 47
identify the missing word(s) in the following sentence.
The purpose or the problem management practice is to reduce the likehood and impact of incidents by identifying actual and potential causes of incidents and managing [?] and Known errors.
- A. events
- B. configuration items
- C. changes
- D. workarounds
Answer: D
NEW QUESTION # 48
What is defined as a cause, or potential cause, of one or more incidents?
- A. Event
- B. Problem
- C. Change
- D. Known error
Answer: B
NEW QUESTION # 49
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
- A. Service level management
- B. Service request management
- C. Change enablement
- D. Problem management
Answer: A
NEW QUESTION # 50
What can a change schedule be used for?
- A. Tracking and managing improvement ideas from identification through to final action
- B. Speeding up the planning and authorization of emergency changes
- C. Providing a way to initiate normal changes
- D. Providing information about deployed changes to help manage incidents and problems.
Answer: D
Explanation:
The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources. It can also be used after changes have been deployed to provide information needed for incident management, problem management, and improvement planning
https://www.bmc.com/blogs/itil-change-enablement/#:~:text=The%20change%20schedule%20is%20used,proble
NEW QUESTION # 51
Which is an objective of the design coordination process?
- A. To gather and document new service level requirements from the customer
- B. To produce service design packages and ensure they are handed over to service transition
- C. To document the initial structure and relationship between services and customers
- D. To assess and evaluate all changes and their impact on service designs
Answer: B
NEW QUESTION # 52
Which describes an unresolved problem which has been already analysed?
- A. A known error
- B. A workaround
- C. An incident
- D. A risk
Answer: A
Explanation:
A known error is a problem that has been analysed but not resolved1. This means that the root cause of the problem has been identified, but a permanent solution has not been implemented yet2. A known error can be recorded in a known error database (KEDB) and linked to related incidents and problems3. Reference: ITIL Foundation - ITIL 4 Edition, page 15; ITIL 4 - A Pocket Guide, page 35; ITIL 4 Practice Guide: Problem Management, page 8.
NEW QUESTION # 53
Which of the following is a necessity to a successful service level agreement (SLAs)?
- A. Base the SLA on system-based metrics that are useful to the service provider
- B. Vague targets, such as those related to user experience should be avoided
- C. The language and terms used in the SLA should be commonly understood by all parties
- D. In order to promote consistent service, they should be be carried forward, unchanged, from one year to the next
Answer: C
Explanation:
A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both services required and the expected level of service1. A necessity to a successful SLA is that the language and terms used in the SLA should be commonly understood by all parties, to avoid ambiguity, confusion, and disputes2. The other statements are not true because:
* Base the SLA on system-based metrics that are useful to the service provider: The SLA should be based on customer-based metrics that are meaningful to the customer and reflect the value of the service2.
* In order to promote consistent service, they should be carried forward, unchanged, from one year to the next: The SLA should be reviewed and updated regularly to reflect changing business needs, customer expectations, and service performance2.
* Vague targets, such as those related to user experience should be avoided: The SLA should include both quantitative and qualitative targets, such as those related to user experience, satisfaction, and perception, as well as availability, reliability, and security2. References: ITIL Foundation - ITIL 4 Edition, page
16; ITIL 4 - A Pocket Guide, page 37; ITIL 4 Practice Guide: Service Level Management, page 8.
NEW QUESTION # 54
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