Valid ITIL-4-Foundation Exam Q&A PDF ITIL-4-Foundation Dump is Ready (Updated 430 Questions)
Exam Questions and Answers for ITIL-4-Foundation Study Guide
NEW QUESTION 38
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
- A. escalated
- B. analysed
- C. closed
- D. logged
Answer: B
NEW QUESTION 39
What is a recommendation of the 'focus on value' guiding principle?
- A. Focus on the value of new and significant projects first
- B. Focus on value for the service provider first
- C. Make 'focus on value' a responsibility of the management
- D. Focus on value at every step of the improvement
Answer: D
NEW QUESTION 40
When should a full risk assessment and authorization be carried out for a standard change?
- A. When the procedure for the standard change is created
- B. Each time the standard change is implemented
- C. At least once a year
- D. When an emergency change is requested
Answer: A
NEW QUESTION 41
Which directly assists with the diagnosis and resolution of simple incidents?
- A. Use of shift working patterns
- B. Creation of a temporary team
- C. Fulfillment of service requests
- D. Scripts for collecting user information
Answer: D
NEW QUESTION 42
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."
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NEW QUESTION 43
An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
- A. Start where you are
- B. Keep it simple and practical
- C. Collaborate and promote visibility
- D. Focus on value
Answer: C
NEW QUESTION 44
Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals
- A. 1 and 2
- B. 3 and 4
- C. 2 and 3
- D. 1 and 4
Answer: D
NEW QUESTION 45
Which is included in the purpose of the 'design and transition' value chain activity?
- A. Continually meeting stakeholder expectations for costs
- B. Supporting services according to specifications
- C. Providing transparency and good stakeholder relationships
- D. Ensuring that service components are available when needed
Answer: A
NEW QUESTION 46
What is a configuration item?
- A. A problem that has been analyzed but has not been resolved
- 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. Any financially valuable component that can contribute to delivery of an IT product or service
Answer: B
NEW QUESTION 47
What is defined as a change of state that has significance for the management of an IT service?
- A. Known error
- B. Incident
- C. Problem
- D. Event
Answer: D
NEW QUESTION 48
Which practice provides a communications point for users to report operational issues, queries and requests?
- A. Relationship management
- B. Service desk
- C. Incident management
- D. Continual improvement
Answer: B
Explanation:
Explanation
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
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NEW QUESTION 49
What should be done to determine the appropriate metrics for measuring a new service?
- A. Using operational data to provide detailed service reports
- B. Asking customers open questions to establish their requirements
- C. Measuring the performance over the first six months, and basing a solution on the results
- D. Asking customers to provide numerical targets that meet their needs
Answer: A
NEW QUESTION 50
What is the definition of a known error?
- A. Any change of state that has significance for the management of a service or other configuration item (CI)
- B. A problem that has been analyzed and has not been resolved
- C. A cause, or potential cause, of one or more incidents
- D. An unplanned interruption to a service, or reduction in the quality of a service
Answer: B
NEW QUESTION 51
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?]
are managed appropriately to support the seamless provision of quality products and services.
- A. value
- B. costs
- C. performances
- D. users
Answer: C
NEW QUESTION 52
Which statement about change authorization is CORRECT?
- A. Centralizing change authorization to a single person is the most effective means of authorization
- B. A change authority should be assigned to each type of change and change model
- C. The authorization of normal changes should be expedited to ensure they can be implemented quickly
- D. Standard changes are high risk and should be authorized by the highest level of change authority
Answer: B
NEW QUESTION 53
What is the MOST important reason for prioritizing incidents?
- A. To help information-sharing are learning
- B. To provide links to related changes and known errors
- C. To ensure that incidents with highest impact are resolved first
- D. To ensure that user expectations are realistic
Answer: C
NEW QUESTION 54
Which statement about known errors and problems is CORRECT?
- A. A known error is the cause of one or more problems
- B. Known error is the status assigned to a problem after it has been analysed
- C. Known errors are managed by technical staff, problems are managed by service management staff
- D. Known errors cause vulnerabilities, problems cause incidents
Answer: B
NEW QUESTION 55
Which practice updates information relating to symptoms and business impact?
- A. Service level management
- B. Change control
- C. Service request management
- D. Incident management
Answer: D
NEW QUESTION 56
Which function is responsible for the management of a data centre?
- A. Service desk
- B. Technical management
- C. Facilities management
- D. Application management
Answer: C
Explanation:
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NEW QUESTION 57
What is the PRIMARY use of a change schedule?
- A. To manage emergency changes
- B. To plan changes and help avoid conflicts
- C. To support the 'incident management' practice and improvement planning
- D. To manage standard changes
Answer: B
NEW QUESTION 58
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
NEW QUESTION 59
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