Get New 2023 Valid Practice To your ITIL-4-Foundation Exam (Updated 505 Questions)
ITIL 4 ITIL-4-Foundation Exam Practice Test Questions Dumps Bundle!
NEW QUESTION # 140
Which are elements of the service value system?
- A. Customer value, stakeholder value, organization
- B. Governance, service value chain, practices
- C. Outcomes, utility, warranty
- D. Service provision, service consumption, service relationship management
Answer: B
NEW QUESTION # 141
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
- A. Meeting stakeholder expectations
- B. Ensuring service components are available
- C. Understanding the organization's vision
- D. Understanding stakeholder needs
Answer: B
Explanation:
The purpose of 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.
NEW QUESTION # 142
Which is the FIRST action when optimizing a service?
- A. Understand the organizational context
- B. Agree the future state
- C. Implement the improvement
- D. Assess the current state
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 # 143
Which is an objective of the design coordination process?
- A. To document the initial structure and relationship between services and customers
- B. To gather and document new service level requirements from the customer D18912E1457D5D1DDCBD40AB3BF70D5D
- C. To produce service design packages and ensure they are handed over to service transition
- D. To assess and evaluate all changes and their impact on service designs
Answer: C
NEW QUESTION # 144
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
- A. Feedback should only be taken into account when one iteration fails to meet its objective
- B. Each iteration should be continually re-evaluated based on feedback
- C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
- D. Each iteration should be designed before starting the initiative and implemented without feedback
Answer: B
NEW QUESTION # 145
Which two statements about the guiding principles are CORRECT?
1.The guiding principles support continual improvement
2.Each guiding principle applies to a selection of the available stakeholder groups
3.Organizations should decide which one of the guiding principles is relevant to them
4.Organizations should consider how the guiding principles interact with each other
- A. 3 and 4
- B. 2 and 3
- C. 1 and 4
- D. 1 and 2
Answer: C
NEW QUESTION # 146
Which describes normal changes?
- A. Changes that are low-risk and pre-authorized
- B. Changes that must be implemented as soon as possible
- C. Changes that are typically initiated as service requests
- D. Changes that need to be scheduled and assessed following a process
Answer: D
NEW QUESTION # 147
Which of the following is included in the purpose of the 'continual improvement' printer?
- A. The alignment of the organization's practices and services with changing business needs
- B. The establishment of Inks between the organization and its stakeholders at strategic and tactical levels
- C. The reduction of the likelihood and impact of incidents
- D. The restoration of normal service operation as quickly as possible
Answer: A
NEW QUESTION # 148
What is included in the purpose of the 'release management' practice?
- A. Making new features available for use
- B. Moving new software to live environments
- C. Authorizing changes to proceed
- D. Ensuring information about services is available
Answer: A
Explanation:
The purpose of the release management practice is to make new and changed services and features available for use.
Release: A version of a service or other configuration item, or a collection of configuration items, that is made available for use.
https://wiki.process-symphony.com.au/framework/lifecycle/process/release-management-itil-4/
NEW QUESTION # 149
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
- A. Organizations and people
- B. Value streams and processes
Value streams and processes focus mainly on those areas which ensure integration and coordination of various actions and parts which contribute towards better value creation for the organization. This dimension is more concerned about the way the organization has organized the activities or processes and how it enables and ensures the value creation across all stakeholders.
https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management - C. Information and technology
- D. Partners and suppliers
Answer: B
NEW QUESTION # 150
An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?
- A. Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
- B. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
- C. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
- D. A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.
Answer: C
Explanation:
Reference: https://www.bmc.com/blogs/itil-service-level-management/
NEW QUESTION # 151
Which guiding principle says that services and processes should NOT provide a solution for every exception?
- A. Optimize and automate
- B. Think and work holistically
- C. Keep it simple and practical
- D. Collaborate and promote visibility
Answer: A
NEW QUESTION # 152
Which practice provides users with a way to get various requests arranged, explained and coordinated?
- A. Service desk
- B. Relationship management
- C. Continual improvement
- D. Service level management
Answer: A
Explanation:
Explanation
Over time, the focus of service desks has broadened from simply logging and resolving technical issues, to proving more comprehensive support for people and the business. They are increasingly being used to get various matters arranged, explained, and coordinated. The service desk has a major influence on user experience and how the service provider is perceived by the users. By understanding and acting on the business context of transactional activity (i.e. logging tickets), the service desk is better placed to add value to the organization.
Reference: https://www.bmc.com/blogs/itil-service-desk/
NEW QUESTION # 153
Which statement about problems is CORRECT?
- A. Problems must be resolved quickly in order to restore normal business activity.
- B. Problems are not related to incidents.
- C. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
- D. Problem prioritization involves risk assessment.
Answer: D
Explanation:
Reference: https://www.bmc.com/blogs/itil-problem-management/
NEW QUESTION # 154
Which statement about the 'continual improvement model' is CORRECT?
- A. The low of the model helps organizations to link improvements to its goals
- B. Organizations should use an additional model or method to link improvements to customer value
- C. Organizations should work through the steps of the model in the sequence in which they are presented
- D. The model is applicable to only certain parts of the service value system
Answer: C
NEW QUESTION # 155
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