Latest Dec-2021 ITIL ITIL-4-Foundation Dumps Updated 430 Questions
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ITIL ITIL-4-Foundation Exam Syllabus Topics:
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NEW QUESTION 221
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
- A. An internal change
- B. A standard change
- C. A normal change
- D. An emergency change
Answer: B
NEW QUESTION 222
Which is a key consideration for the guiding principle 'keep it simple and practical'?
- A. Understand how each element contributes to value creation
- B. Ignore the conflicting objectives of different stakeholders
- C. Try to create a solution for every exception
- D. Start with a complex solution, then simplify
Answer: A
NEW QUESTION 223
Which statement about the service value chain is CORRECT?
- A. The service value chain converts value into demand
- B. Each value chain activity identifies a requirement for resources from an external supplier
- C. The service value chain uses value streams to describe a combination of consumers and providers
- D. Each value chain activity uses different combinations of practices to convert inputs into outputs
Answer: D
NEW QUESTION 224
Which is a use of a change schedule?
- 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 means of initiating and assessing normal changes
- D. Providing information about deployed changes to help manage incidents and problems
Answer: D
NEW QUESTION 225
Which statement about the 'continual improvement' practice is CORRECT?
- A. Continual improvement participation should be limited to a small dedicated team.
- B. Training should be provided to those involved in continual improvement.
- C. It is the role of senior management to authorize improvement initiatives.
- D. A single continual improvement register should be maintained by senior management.
Answer: B
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-continual-improvement/
NEW QUESTION 226
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
- A. Service strategy
- B. Service operation
- C. Service transition
- D. Continual service improvement
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Answer: D
NEW QUESTION 227
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve,
without
the customer having to manage specific [?] and risks.
- A. information
- B. costs
- C. warranty
- D. utility
Answer: B
NEW QUESTION 228
Which statement about outcomes is CORRECT?
- A. They are deliverables provided to service consumers.
- B. They allow service consumers to achieve a desired result.
- C. They provide products to service providers based on outputs.
- D. The co-create value for service providers by reducing costs and risks.
Answer: B
Explanation:
Explanation/Reference: https://www.axelos.com/news/blogs/february-2015/difference-between-outputs-and-outcomes-in- itsm
NEW QUESTION 229
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
- A. Customer engagement
- B. Customer feedback
- C. Business metrics
- D. Operational metrics
Answer: A
NEW QUESTION 230
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
- A. Execute improvement actions
- B. Perform baseline assessments
- C. Define measurable targets
- D. Evaluate measurements and metrics
Answer: D
NEW QUESTION 231
Which practice has a purpose that includes observing a service to report selected changes of state identified as
events?
- A. Incident management
- B. Monitoring and event management
- C. Information security management
- D. Change control
Answer: C
NEW QUESTION 232
Which usually requires a team of representatives from many stakeholder groups?
- A. Investigating a major incident
- B. Fulfilling a service request
- C. Logging a new problem
- D. Authorizing an emergency change
Answer: A
NEW QUESTION 233
What is a change schedule used for?
- A. To help assign a change authority
- B. To help manage normal changes
- C. To help plan emergency changes
- D. To help authorize standard changes
Answer: B
NEW QUESTION 234
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:
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 235
Which is the addition, modification or removal of anything that could have an effect on services?
- A. A problem
- B. An event
- C. An incident
- D. A change
Answer: D
NEW QUESTION 236
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
- A. Incident management
- B. Continual improvement
- C. Service request management
- D. Problem management
Answer: B
NEW QUESTION 237
Which directly assists with the diagnosis and resolution of simple incidents?
- A. Scripts for collecting user information
- B. Creation of a temporary team
- C. Fulfillment of service requests
- D. Use of shift working patterns
Answer: A
NEW QUESTION 238
Which practice has a purpose that includes aligning the organization's practices and services with changing
business needs?
- A. Continual improvement
- B. Service level management
- C. Service configuration management
- D. Relationship management
Answer: A
NEW QUESTION 239
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