2024 New ITIL-4-Foundation Dumps - Real ITIL Exam Questions
Dependable ITIL-4-Foundation Exam Dumps to Become ITIL Certified
NEW QUESTION # 223
Which describes outcomes?
- A. Functionality offered by a product or service
- B. Tangible or intangible deliverables
- C. Results desired by a stakeholder
- D. Configuration of an organization's resources
Answer: C
NEW QUESTION # 224
An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?
- A. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
- B. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
- C. A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.
- D. Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
Answer: A
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-service-level-management/
NEW QUESTION # 225
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
- A. Wholesale customer view
- B. Supporting services view
- C. Service-based SLA view
- D. Retail customer view
Answer: B
NEW QUESTION # 226
Which service request management decisions require that policies are established'?
- A. Deciding when workarounds should be used
- B. Deciding how to handle service requests where the steps are unknown
- C. Deciding which service requests require approval
- D. Deciding how degradations of service are resolved
Answer: B
NEW QUESTION # 227
Which is an activity of the 'incident management" practice?
- A. Automating service requests to the greatest degree possible
- B. Assessing and prioritizing improvement opportunities
- C. Performing service reviews with customers
- D. Providing good-quality updates when expected
Answer: B
NEW QUESTION # 228
Which of the following is an example of incident?
- A. A user has requested access to a shared repository
- B. A backup server is being rebooted while services are running on the primary server
- C. An application is not available during the business hours
- D. A user wants to reset the password of a server
Answer: C
NEW QUESTION # 229
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
- A. Service desk
- B. Service level management
- C. Change enablement
- D. Continual improvement
Answer: B
Explanation:
The service level management practice defines, documents and manages the service levels of all the services and products. Service level management should provide the end to end visibility of all the organizational services. Service level management has to establish and provide the service views with service level target ensure meeting defined service levels by collecting, analyzing, storing and reporting all the defined target metrics of the services regularly (periodically) perform the service reviews and ensure the services meet the organization's needs continuously identify, capture, review & report the issues related to services, its performance against the defined service targets.
NEW QUESTION # 230
Which function is responsible for the management of a data centre?
- A. Service desk
- B. Technical management
- C. Application management
- D. Facilities management
Answer: D
NEW QUESTION # 231
Which statement about IT service management is CORRECT?
- A. It is performed by the service desk using a mix of people, process and technology
- B. It is performed by IT service providers using a mix of people, process and technology
- C. It is performed by customers using a mix of IT systems, services and processes
- D. It is performed by IT service providers using a mix of suppliers and their products
Answer: B
NEW QUESTION # 232
In service relationships, what is a benefit of identifying consumer roles?
- A. It enables a common definition of value
- B. It removes constraints from the customer
- C. It provides shared service expectations
- D. It enables effective stakeholder management
Answer: D
NEW QUESTION # 233
Which term is used to describe removing something that could have an effect on a service?
- A. An incident
- B. A problem
- C. An IT asset
- D. A change
Answer: D
Explanation:
Explanation
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services
https://www.bmc.com/blogs/itil-change-enablement/#:~:text=A%20change%20is%20defined%20as,or%20indire
NEW QUESTION # 234
Which organization delivers output or outcomes of a service?
- A. A service provider delivers outcomes of the service
- B. A service consumer delivers outputs of the service
- C. A service consumer delivers outcomes of the service
- D. A service provider delivers outputs of the service
Answer: A
Explanation:
When an organization acts as a service provider, it produces outputs that help its consumers to achieve certain outcomes. An output is defined as a tangible or intangible deliverable of an activity; for example, transportation from one location to another.
https://www.bmc.com/blogs/itil-key-concepts-service-management/
NEW QUESTION # 235
What is the PRIMARY use of a change schedule?
- A. To manage standard changes
- B. To support the 'incident management' practice and improvement planning
- C. To plan changes and help avoid conflicts
- D. To manage emergency changes
Answer: C
NEW QUESTION # 236
Which is a purpose of the 'service desk' practice?
- A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
- B. To capture demand for incident resolution and service requests
- C. To set clear business-based targets for service performance
- D. To maximize the number of successful IT changes by ensuring risks are properly assessed
Answer: B
NEW QUESTION # 237
Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?
- A. Value streams and processes
- B. Information and technology
- C. Partners and suppliers
- D. Organizations and people
Answer: C
Explanation:
Explanation
This dimension encompasses an organization's relationships with other organizations that are involved in the design, development, deployment, delivery, support and/or continual improvement of services. This dimension also incorporates contracts and other agreements between the organization and its partners or suppliers2.
NEW QUESTION # 238
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?
- A. Star: where you are
- B. Progress iteratively with feedback
- C. Keep it simple and practical
- D. Think and work holistically
Answer: C
NEW QUESTION # 239
What is the definition of service management?
- A. A set of specialized organizational capabilities for enabling value for customers in the form of services
- B. A result for a stakeholder enabled by one or more outputs
- C. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
- D. A formal description of one or more services designed to address the needs of a target consumer group
Answer: A
Explanation:
Service management is the term used to describe how organizations manage their services to deliver value to their customers and other stakeholders. Service management requires a set of specialized organizational capabilities, such as processes, roles, tools, and competencies, that enable the effective and efficient delivery of services1. Service management is also a professional practice supported by an extensive body of knowledge, experience, and skills3. Reference: ITIL Foundation - ITIL 4 Edition, page 2; ITIL\ 4 - A Pocket Guide, page 11.
NEW QUESTION # 240
Which value chain activity ensures that service components meet agreed specifications?
- A. Plan
- B. Obtain/build
- C. Design and transition
- D. Deliver and support
Answer: B
NEW QUESTION # 241
Which problem management activity ensures that a problem can be easily tracked and management
information can be obtained?
- A. Detection
- B. Escalation
- C. Prioritization
- D. Categorization
Answer: D
Explanation:
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NEW QUESTION # 242
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
- A. Optimize and automate
- B. Think and work holistically
- C. Focus on value
- D. Start where you are
Answer: A
Explanation:
Reference: https://www.sysaid.com/blog/entry/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you- make-decisions
NEW QUESTION # 243
In which step of the 'continual improvement model' is an improvement plan implemented?
- A. Take action
- B. How do we get there?
- C. What is the vision?
- D. Did we get there?
Answer: A
NEW QUESTION # 244
Which is an input to the service value system?
- A. A model to help meet stakeholders expectations
- B. Recommendations to help an organization in all aspects of its work
- C. A need from consumers for new or changes services
- D. The system of directing and controlling an organization
Answer: A
Explanation:
The key inputs to the SVS are opportunity and demand. The output of the SVS is value delivered by products and services. Opportunity refers to options or possibilities to add value for stakeholders or otherwise improve the organization
https://www.bmc.com/blogs/itil-service-value-system/#:~:text=The%20key%20inputs%20to%20the,or%20otherwise%20improve%20the%20organization.
NEW QUESTION # 245
Which statement about the input and output of the value chain activities is CORRECT?
- A. The organization's governance will determine the inputs and outputs of each value chain activity
- B. Input and output are fixed for each value chain activity
- C. Each value chain activity receives inputs and provides outputs
- D. Some value chain activities only have input, whereas others only have outputs
Answer: C
Explanation:
Each activity contributes to the value chain by transforming specific inputs into outputs. The inputs could be demand from outside the value chain, or outputs of other activities, while the transformation is facilitated by ITIL practices, undertaken using internal or third-party resources, processes, skills, and competencies.
https://www.bmc.com/blogs/itil-service-value-chain/
NEW QUESTION # 246
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