Full ITIL-4-Foundation Practice Test and 505 Unique Questions, Get it Now!
The Best ITIL-4-Foundation Exam Study Material Premium Files and Preparation Tool
ITIL ITIL-4-Foundation Exam Syllabus Topics:
| Topic | Details |
|---|---|
| Topic 1 |
|
| Topic 2 |
|
| Topic 3 |
|
| Topic 4 |
|
| Topic 5 |
|
NEW QUESTION 181
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
- A. Service desk
- B. Release management
- C. Supplier management
- D. Problem management
Answer: A
NEW QUESTION 182
Which statement about the 'four Ps' of service design is CORRECT?
- A. Processes refers to skill and training
- B. People refers to technology and tools
- C. Products refers to producers and metrics
- D. Partners refers to suppliers and vendors
Answer: D
Explanation:
D18912E1457D5D1DDCBD40AB3BF70D5D
NEW QUESTION 183
What can be used to determine if a service is 'fit for purpose'?
- A. Utility
- B. Availability
- C. Outcome
- D. Warranty
Answer: A
NEW QUESTION 184
What is a configuration item?
- A. A problem that has been analyzed but has not been resolved
- B. Any change of state that has significance for the management of a service
- C. Any component that needs to be managed in order to deliver an IT service
- D. Any financially valuable component that can contribute to delivery of an IT product or service
Answer: C
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-key-terms/
NEW QUESTION 185
What is a definition of a service improvement plan (SIP)?
- A. A formal plan to implement improvements to a service or process
- B. A formal plan to implement improvements to a customer's business processes
- C. An input from financial management for IT services to service level management, detailing the budget plan D18912E1457D5D1DDCBD40AB3BF70D5D
- D. An input from availability management to service level management, detailing the service design plan
Answer: A
NEW QUESTION 186
Which practice provides a single point of contact for users?
- A. Change control
- B. Service request management
- C. Service desk
- D. Incident management
Answer: C
NEW QUESTION 187
Which is the FIRST action when optimizing a service?
- A. Understand the organizational context
- B. Agree the future state
- C. Assess the current state
- D. Implement the improvement
Answer: A
Explanation:
There are many ways in which practices and services can be optimized. Regardless of the specific techniques, the path to optimization follows these high-level steps:
Understand and agree the context in which the proposed optimization exists Assess the current state of the proposed optimization Agree what the future state and priorities of the organization should be, focusing on simplification and value Ensure the optimization has the appropriate level of stakeholder engagement and commitment Execute the improvements in an iterative way Continually monitor the impact of optimization
https://www.bmc.com/blogs/itil-guiding-principles/
NEW QUESTION 188
Which is a key requirement for a successful service level agreement?
- A. It should be written in legal language
- B. It should be simply written and easy to understand
- C. It should be based on the service provider's view of the service
- D. It should relate to simple operational metrics
Answer: B
NEW QUESTION 189
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. performances
- B. users
- C. value
- D. costs
Answer: A
NEW QUESTION 190
Which statement about 'continual improvement' is CORRECT?
- A. Everyone in the organization is responsible for some aspects of 'continual improvement'
- B. 'Continual improvement' should have minimal interaction with other practices
- C. A single team should carry out 'continual improvement' across the organization
- D. All improvement ideas should be logged in a single 'continual improvement register'
Answer: A
NEW QUESTION 191
Which of the following is an example of workaround?
- A. Server memory is increased when the server is unresponsive
- B. A defective network switch is replaced with a new one
- C. An email server is restored after an incident is reported
- D. A server is restarted to resolve an incident
Answer: D
NEW QUESTION 192
Which dimension of service management considers governance, management, and communication?
- A. Organizations and people
- B. Value streams and processes
- C. Information and technology
- D. Partners and suppliers
Answer: A
NEW QUESTION 193
Which process works with incident management to ensure that security breaches are detected and logged?
- A. Service level management
- B. Change management
- C. Continual service improvement
- D. Access management
Answer: D
NEW QUESTION 194
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. Service desk agent
- B. Problem analyst
- C. Change authority
- D. Service level manager
Answer: A
NEW QUESTION 195
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
- A. Change control
- B. Service desk
- C. Problem management
- D. Continual improvement
Answer: C
NEW QUESTION 196
Which practice has a purpose that deludes maximizing the number of successful additions modifications, or removals of anything that could have an effect on a service?
- A. Service desk
- B. Service request management
- C. Incident management
- D. Change enablement
Answer: D
NEW QUESTION 197
An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
- A. Start where you are
- B. Focus on value
- C. Keep it simple and practical
- D. Collaborate and promote visibility
Answer: D
NEW QUESTION 198
What is a definition of a problem?
- A. An unplanned interruption to a service, or reduction in the quality of a service
- B. An incident for which a full resolution is not yet available
- C. A cause, or potential cause, of one or more incidents
- D. Any change of state that has significance for the management of a configuration item (CI)
Answer: C
Explanation:
Reference: https://www.bmc.com/blogs/itil-problem-management/
NEW QUESTION 199
What is the difference between the 'incident management' and 'service desk' practices?
- A. incident management resolves complex issues, service desk resolve simpler issues.
- B. incident management resolves issues, service desk investigates the underlying causes of issues
- C. incident management manages interruptions to service desk monitors achieved service quality
- D. Incident management restores service operation, service desk provides communication with users
Answer: D
Explanation:
A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as "how do I do X?").
https://www.atlassian.com/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm#:~:text=A%20help%20desk%20is%20considered,I%20do%20X%3F%E2%80%9D).
NEW QUESTION 200
Which guiding principle helps to ensure that better information is available for decision making?
- A. Think and work holistically
- B. Keep it simple and practical
- C. Collaborate and promote visibility
- D. Optimize and automate
Answer: C
NEW QUESTION 201
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
- A. A change model
- B. An emergency change
- C. A normal change
- D. A standard change
Answer: D
Explanation:
Explanation/Reference:
NEW QUESTION 202
What are the MOST important skills required by service desk staff?
- A. Incident analysis skills
- B. Problem resolution skills
- C. Technical skills
- D. Supplier management skills
Answer: A
NEW QUESTION 203
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 [?], and the CIs that support them, is available when and where it is needed.
- A. authorization of changes
- B. skills of people
- C. configuration of services
- D. relationships with suppliers
Answer: C
Explanation:
Explanation/Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/service-configuration- management-itil-4/
NEW QUESTION 204
Which guiding principle discourages 'silo activity'?
- A. Start where you are
- B. Focus on value
- C. Keep it simple and practical
- D. Collaborate and promote visibility
Answer: D
NEW QUESTION 205
When should a change request be submitted to resolve a problem?
- A. As soon as a workaround for the problem has been identified
- B. As soon as a solution for the problem has been identified
- C. As soon as the analysis of cost, risks and benefits justifies the change
- D. As soon as the analysis of the frequency and impact of incidents justifies the change
Answer: C
NEW QUESTION 206
......
Get Instant Access to ITIL-4-Foundation Practice Exam Questions: https://www.practicedump.com/ITIL-4-Foundation_actualtests.html
Reliable Study Materials & Testing Engine for ITIL-4-Foundation Exam Success!: https://drive.google.com/open?id=1EkNPSs5WSTfhjgHuzyDCscrffA94LqZ8