[Jun-2022] ITIL-4-Foundation Certification with Actual Questions from FreePdfDump
Updated ITIL-4-Foundation Dumps PDF - ITIL-4-Foundation Real Valid Brain Dumps With 462 Questions!
NEW QUESTION 228
Which problem management activity ensures that a problem can be easily tracked and management
information can be obtained?
- A. Escalation
- B. Categorization
- C. Detection
- D. Prioritization
Answer: B
Explanation:
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NEW QUESTION 229
Which is described by the 'organizations and people' dimension of service management?
- A. Inputs and outputs
- B. Communication and collaboration
- C. Contracts and agreements
- D. Workflows and controls
Answer: B
NEW QUESTION 230
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 configuration of services, and the [?] that support them, is available when and where it is needed.
- A. suppliers
- B. CIs
- C. customers
- D. assets
Answer: B
NEW QUESTION 231
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
- A. Optimize and automate
- B. Start where you are
- C. Focus on value
- D. Think and work holisocally
Answer: A
NEW QUESTION 232
Which statement about change management is CORRECT?
- A. It ensures that all changes are authorized by the change advisory board (CAB)
- B. It ensures that service requests follow the normal change management process
- C. It optimizes overall business risk
- D. It optimizes financial exposure
Answer: A
NEW QUESTION 233
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
- A. Information and technology
- B. Partners and suppliers
- C. 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 - D. Organizations and people
Answer: C
NEW QUESTION 234
How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions
- A. 3 and 4
- B. 2 and 3
- C. 1 and 4
- D. 1 and 2
Answer: C
NEW QUESTION 235
Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills
- A. 3 and 4
- B. 1 and 4
- C. 2 and 3
- D. 1 and 2
Answer: D
NEW QUESTION 236
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
- A. Progress iteratively with feedback
- B. Keep is simple and practical
- C. Start where you are
- D. Focus on value
Answer: C
NEW QUESTION 237
When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?
- A. An organization should always use a single technique to ensure metrics are consistent
- B. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
- C. An organization should always develop competencies in methodologies and techniques that will meet their needs
- D. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
Answer: C
NEW QUESTION 238
Which is handled as a service request?
- A. The failure of an IT service
- B. An investigation to identify the cause of an incident
- C. An emergency change to implement a security patch
- D. A compliment about an IT support team
Answer: A
NEW QUESTION 239
What is an IT asset?
- A. The removal of anything that could have a direct or indirect effect on services
- B. Any component that needs to be managed in order to deliver a service
- C. Any financially valuable component that can contribute to delivery of an IT product or service
- D. A request from a user that initiates a service action
Answer: C
NEW QUESTION 240
What is the purpose of service level management?
- A. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
- B. To ensure that all current and planned IT services are delivered to agreed achievable targets.
- C. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.
- D. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).
Answer: B
NEW QUESTION 241
Which statement about emergency changes is CORRECT?
- A. Emergency changes should be authorized and implemented as service requests
- B. Emergency changes must be fully documented before authorization and implementation
- C. The assessment and authorization of emergency changes is expedited to ensure they can be implemented
quickly - D. The testing of emergency can be eliminated in order to implement the change quickly
Answer: C
NEW QUESTION 242
Which is CORRECT about change authorization?
- A. Emergency changes are authorized by the technician making the change
- B. Assignment of the change authority is based on the charge type and model
- 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: B
NEW QUESTION 243
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. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
- C. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
- D. A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.
Answer: B
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-service-level-management/
NEW QUESTION 244
Which statement about value streams is CORRECT?
- A. Each value stream must include all six value chain activities
- B. Each value stream must include suppliers or partners
- C. Each value stream must be designed for a specific scenario
- D. Each value stream must include all 34 ITIL practices
Answer: A
NEW QUESTION 245
What can be described as an operating model for the creating and management of products and services?
- A. Practices
- B. Guiding principles
- C. Governance
- D. Service value chain
Answer: D
NEW QUESTION 246
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
- A. Immediate escalation
- B. A separate process
- C. Third party support
- D. Specialist teams
Answer: B
NEW QUESTION 247
How does information about problems and known errors contribute to 'incident management'?
- A. It removes the need for collaboration during incident resolution
- B. It removes the need for regular customer updates
- C. It enables quick and efficient diagnosis of incidents
- D. It enables the reassessment of known erros
Answer: C
NEW QUESTION 248
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