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ITIL ITIL-4-Foundation Exam Syllabus Topics:
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NEW QUESTION 220
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions m service quality?
- A. Incident management
- B. Service level management
- C. Continual improvement
- D. Change enablement
Answer: A
NEW QUESTION 221
Which practice establishes a channel between the service provider and its users?
- A. Supplier management
- B. Service desk
- C. Change enablement
- D. Relationship management
Answer: B
Explanation:
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes
NEW QUESTION 222
How should automation be implemented?
- A. By replacing the existing tools first
- B. By initially concentrating on the most complex tasks
- C. By optimizing as much as possible first
- D. By replacing human intervention wherever possible
Answer: D
NEW QUESTION 223
Which is a key requirement for a successful service level agreement?
- A. It should be written in legal language
- B. It should relate to simple operational metrics
- C. It should be based on the service provider's view of the service
- D. It should be simply written and easy to understand
Answer: D
NEW QUESTION 224
What helps diagnose and resolve a simple incident?
- A. Formation of a temporary team
- B. The use of scripts
- C. Problem prioritization
- D. Rapid escalation
Answer: B
NEW QUESTION 225
Which does the ITIL service value system discourage?
- A. Organizational agility
- B. Organizational silos
- C. Interfaces among practices
- D. Coordinated authorities and responsibilities
Answer: B
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 226
Which statement about the steps to fulfill a service request is CORRECT?
- A. They should be complex and detailed
- B. They should be well-known and proven
- C. They should be brief and simple
- D. They should include incident handling
Answer: B
NEW QUESTION 227
Which is a way of applying the guiding principle 'focus on value'?
- A. Comprehending the whole, but doing something
- B. Doing fewer things, but doing them better
- C. Understanding how service consumers use services
- D. Recognizing the complexity of systems
Answer: C
NEW QUESTION 228
Which helps to streamline the fulfilment of service requests?
- A. Separating requests relating to service failures from the degradation of services
- B. Understanding which service requests can be accomplished with limited approvals
- C. Creating new workflows for every service request
- D. Eliminating service requests which have complex workflows
Answer: B
Explanation:
Reference: https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION 229
What is the definition of warranty?
- A. A means of determining whether a service is fit for purpose
- B. A means of identifying events that could cause harm or loss
- C. A means of identifying a result for a stakeholder
- D. A means of determining whether a service is fit for use
Answer: D
NEW QUESTION 230
Which is the purpose of the 'monitoring and event management' practice?
- A. To protect the information needed by the organization to conduct its business
- B. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
- C. To systematically observe services and service components, and record and report selected changes of state
- D. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
Answer: C
NEW QUESTION 231
What is a service?
- A. A tangible or intangible deliverable of an activity
- B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
- C. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
- D. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings
Answer: B
Explanation:
Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/
NEW QUESTION 232
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
- A. Problem management
- B. Supplier management
- C. Incident management
- D. Deployment management
Answer: C
NEW QUESTION 233
What should be done first when applying the 'focus on value' guiding principle?
- A. Identify all suppliers and partners involved in the service
- B. Determine who the service consumer is in each situation
- C. Determine the cost of providing the service
- D. Identify the outcomes that the service facilitates
Answer: B
NEW QUESTION 234
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
- A. Change control
- B. Monitoring and event management
- C. Information security management
- D. Incident management
Answer: B
NEW QUESTION 235
Which BEST describes the purpose of the 'improve' value chain activity?
- A. To continually improve all products and services across all value chain activities
- B. To make new and improved services and features available for use
- C. To ensure a shared understanding of the vision and improvement direction for all products and services
- D. To organize a major improvement initiative into several smaller initiatives
Answer: A
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."
https://www.symphonysummit.com/products/defining-industry-terms-itsm-itil-itil4/#:~:text=Improve%20%E2%
NEW QUESTION 236
What can be used to determine if a service is 'fit for purpose'?
- A. Warranty
- B. Utility
- C. Outcome
- D. Availability
Answer: B
NEW QUESTION 237
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. users
- C. costs
- D. performances
Answer: D
NEW QUESTION 238
Which statement about the 'continual improvement model' is CORRECT?
- A. The flow of the model helps organizations to link improvements to its goals
- B. The model is applicable to only certain parts of the service value system
- C. Organizations should work through the steps of the model in the sequence in which they are presented
- D. Organizations should use an additional model or method to link improvements to customer value
Answer: A
NEW QUESTION 239
What is a recommendation of the 'focus on value' guiding principle?
- A. Focus on value at every step of the improvement
- B. Focus on the value of new and significant projects first
- C. Make 'focus on value' a responsibility of the management
- D. Focus on value for the service provider first
Answer: A
NEW QUESTION 240
Identity 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 p\. and the CIs that support them, is available when and where it is needed
- A. outcomes
- B. relationships
- C. organizations
- D. services
Answer: D
NEW QUESTION 241
Which is the BEST example of a standard change?
- A. The Installation of a software application in response to a service request
- B. The review and authorization of a change requested by a customer
- C. The replacement of a component in response to a major incident
- D. The implementation of a critical software patch in response to a vendor security Issue
Answer: A
NEW QUESTION 242
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