Valid ITIL-4-Foundation Exam Q&A PDF ITIL-4-Foundation Dump is Ready (Updated 505 Questions)
Exam Questions and Answers for ITIL-4-Foundation Study Guide
ITIL ITIL-4-Foundation Exam Syllabus Topics:
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NEW QUESTION 301
What is a recommendation of the 'focus on value' guiding principle?
- A. Make 'focus on value' a responsibility of the management
- B. Focus on the value of new and significant projects first
- C. Focus on value at every step of the improvement
- D. Focus on value for the service provider first
Answer: C
NEW QUESTION 302
How should the workflow for a new service request be designed?
- A. Use different workflows for each type of service request
- B. Avoid workflows for simple service requests
- C. Use a single workflow for all types of service request
- D. Leverage existing workflows whenever possible
Answer: D
NEW QUESTION 303
What is the purpose of problem management?
- A. Determines how the service provider is perceived
- B. Helps direct the incident to the correct support area
- C. Reduces the likelihood and impact of incidents
- D. Ensures services are restored as soon as possible
Answer: C
NEW QUESTION 304
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. relationships with suppliers
- B. configuration of services
- C. authorization of changes
- D. skills of people
Answer: B
Explanation:
Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/service-configuration- management-itil-4/
NEW QUESTION 305
Which statement about a 'continual improvement register' is CORRECT?
- A. It should be used to capture user demand
- B. It should be re-prioritized as ideas are documented
- C. It should be managed at the senior level of the organization
- D. There should only be one for the whole organization
Answer: B
NEW QUESTION 306
Which statement about managing incidents is CORRECT?
- A. Incidents with the lowest impact should be resolved first
- B. Low impact incidents should be resolved efficiently so the resource required is reduced
- C. Low impact incidents should be resolved efficiently, making logging unnecessary
- D. The 'incident management' practice should use a single process regardless of the impact of the incident
Answer: B
NEW QUESTION 307
Which helps to manage an incident when it is unclear which support team should be working on the incident?
- A. Disaster recovery plans
- B. Swarming
- C. Self-help
- D. Target resolution times
Answer: B
Explanation:
Reference: https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION 308
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 4
- B. 3 and 4
- C. 2 and 3
- D. 1 and 2
Answer: A
NEW QUESTION 309
What should remain constant within an organization, even when the organization's objectives change?
- A. Outcomes
- B. Service offerings
- C. Outputs
- D. Guiding principles
Answer: D
Explanation:
https://www.bmc.com/blogs/itil-guiding-principles/
NEW QUESTION 310
Which practice has a strong influence on the user experience and perception of the service provider?
- A. Change enablement
- B. Service desk
- C. Service level management
- D. Supplier management
Answer: C
NEW QUESTION 311
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. costs
- C. value
- D. users
Answer: A
NEW QUESTION 312
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
- A. Increasing collaboration and visibility for the improvement.
- B. Engaging every stakeholder group in the same way, with the same communication.
- C. Restricting information about the improvement to essential stakeholders only.
- D. Involving customers after all planning has been completed.
Answer: A
Explanation:
Explanation/Reference: https://www.sysaid.com/blog/entry/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you- make-decisions
NEW QUESTION 313
Which is CORRECT about change authorization?
- A. Assignment of the change authority is based on the charge type and model
- B. Emergency changes are authorized by the technician making the change
- C. The chance authority will ensure changes are authorized after they are deployed
- D. A change authority is assigned each time a standard change is requested
Answer: A
NEW QUESTION 314
Which is a purpose of the 'relationship management' practice?
- A. To systematically observe services and service components
- B. To be the entry point and single point of contact for the service provider with all of its users
- C. To protect the information needed by the organization to conduct its business
- D. To identify, analyze, monitor, and continually improve links with stakeholders
Answer: D
Explanation:
Reference:
https://wiki.process-symphony.com.au/framework/lifecycle/process/relationship-management-itil-4/
NEW QUESTION 315
What can be described as an operating model for the creation and management of products and services?
- A. Practices
- B. Service value chain
- C. Governance
- D. Guiding principles
Answer: B
NEW QUESTION 316
Which practice has a strong influence on the user experience and perception of the service provider?
- A. Service level management
- B. Change enablement
- C. Supplier management
- D. Service desk
Answer: D
NEW QUESTION 317
Which 'service level management' activity helps staff to deliver a more business-focused service?
- A. Measuring low-level operational activities
- B. Creating targets based on the percentage of uptime of a service
- C. Understanding the ongoing requirements of customers
- D. Using complex technical terminology in service level agreements (SLAs)
Answer: C
NEW QUESTION 318
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