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ITIL.ITIL-4-Foundation.v2021-07-29.q131

Exam Code: ITIL-4-Foundation

Exam Name: ITIL 4 Foundation Exam

Certification Provider: ITIL

Free Question Number: 131

Version: v2021-07-29

# of views: 114

# of Questions views: 1639

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NEW QUESTION: 1What is defined as a change of state that has significance for the management of an ITservice?A. ProblemB. EventC. Known errorD. IncidentAnswer: B (LEAVE A REPLY)

NEW QUESTION: 2Which dimension is MOST concerned with skills, competencies, roles and responsibilities?A. Organizations and peopleB. Information and technologyC. Partners and suppliersD. Value streams and processesAnswer: D (LEAVE A REPLY)Value streams and processes focus mainly on those areas which ensure integration andcoordination of various actions and parts which contribute towards better value creation forthe organization. This dimension is more concerned about the way the organization hasorganized the activities or processes and how it enables and ensures the value creationacross all stakeholders.https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management

NEW QUESTION: 3Which dimension includes activities and workflows?A. Partners and suppliers

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B. Organizations and peopleC. Value streams and processesD. Information and technologyAnswer: C (LEAVE A REPLY)

NEW QUESTION: 4What is the definition of warranty?A. A means of identifying events that could cause harm or lossB. A means of determining whether a service is fit for purposeC. A means of determining whether a service is fit for useD. A means of identifying a result for a stakeholderAnswer: C (LEAVE A REPLY)

NEW QUESTION: 5Which type of change is MOST LIKELY to be initiated as part of the 'service requestmanagement' practice?A. A standard changeB. A normal changeC. A change modelD. An emergency changeAnswer: A (LEAVE A REPLY)

NEW QUESTION: 6Which statement about change authorization is CORRECT?A. A change authority should be assigned to each type of change and change modelB. Centralizing change authorization to a single person is the most effective means ofauthorizationC. The authorization of normal changes should be expedited to ensure they can beimplemented quicklyD. Standard changes are high risk and should be authorized by the highest level of changeauthorityAnswer: (SHOW ANSWER)

NEW QUESTION: 7How does customer engagement contribute to the 'service level management' practice?1.It captures information that metrics can be based on2.It ensures the organization meets defined service levels3.It defines the workflows for service requests4.It supports progress discussionsA. 2 and 3B. 1 and 2





C. 1 and 4D. 3 and 4Answer: C (LEAVE A REPLY)

NEW QUESTION: 8Which practice provides users with a way to get various requests arranged, explained andcoordinated?A. Service level managementB. Relationship managementC. Continual improvementD. Service deskAnswer: D (LEAVE A REPLY)Over time, the focus of service desks has broadened from simply logging and resolvingtechnical issues, to proving more comprehensive support for people and the business.They are increasingly being used to get various matters arranged, explained, andcoordinated. The service desk has a major influence on user experience and how theservice provider is perceived by the users. By understanding and acting on the businesscontext of transactional activity (i.e. logging tickets), the service desk is better placed toadd value to the organization.

NEW QUESTION: 9Which guiding principle recommends coordinating all dimensions of service management?A. Start where you areB. Think and work holisticallyC. Keep it simple and practicalD. Progress iteratively with feedbackAnswer: B (LEAVE A REPLY)

NEW QUESTION: 10What aspect of 'service level management' asks service consumers what their workinvolves and how technology helps them?A. Customer engagementB. Operational metricsC. Business metricsD. Customer feedbackAnswer: (SHOW ANSWER)

NEW QUESTION: 11Which TWO statements about an organization's culture are CORRECT? (Choose two.)1. It is created from shared values based on how it carries out its work2. It is determined by the type of technology used to support services





3. It should be based on the culture of prospective suppliers4. It should be based on the objectives of the organizationA. 2 and 3B. 1 and 2C. 3 and 4D. 1 and 4Answer: (SHOW ANSWER)

NEW QUESTION: 12What defines the requirements for a service and takes responsibility for the outcomes ofservice consumption?A. A customerB. A userC. An IT assetD. A configuration item (CI)Answer: A (LEAVE A REPLY)

NEW QUESTION: 13Which TWO are important aspects of the 'service request management' practice?1. Standardization and automation2. Providing a variety of channels for access3. Establishing a shared view of targets4. Policies for approvalsA. 3 and 4B. 2 and 3C. 1 and 2D. 1 and 4Answer: D (LEAVE A REPLY)

NEW QUESTION: 14Which is included in the purpose of the 'service level management' practice?A. To ensure accurate information about the configuration of services is availableB. To maximize the number of successful service and product changesC. To ensure that suppliers and their performance are managed appropriatelyD. To set clear business-based targets for service levelsAnswer: D (LEAVE A REPLY)

NEW QUESTION: 15Which practice includes the use of approaches such as Lean, Agile and DevOps with theaim of facilitating a greater amount of change at a quicker rate?A. Monitoring and event management





B. Service level managementC. Service deskD. Continual improvementAnswer: B (LEAVE A REPLY)

NEW QUESTION: 16Which practice needs people who understand complex systems and have creative andanalytical skills?A. Service request managementB. Change enablementC. Problem managementD. Service level managementAnswer: C (LEAVE A REPLY)

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NEW QUESTION: 17Which role approves the cost of services?A. UserB. CustomerC. Change authorityD. SponsorAnswer: (SHOW ANSWER)

NEW QUESTION: 18Which guiding principle considers how the steps of a process can be performed asefficiently as possible?A. Focus on valueB. Optimize and automateC. Think and work holisticallyD. Start where you areAnswer: B (LEAVE A REPLY)

NEW QUESTION: 19



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Which describes a set of defined steps for implementing improvements?A. The 'engage' value chain activityB. The 'improve' value chain activityC. The 'continual improvement model'D. The 'continual improvement register'Answer: C (LEAVE A REPLY)

NEW QUESTION: 20How should the workflow for a new service request be designed?A. Use a single workflow for all types of service requestB. Use different workflows for each type of service requestC. Avoid workflows for simple service requestsD. Leverage existing workflows whenever possibleAnswer: D (LEAVE A REPLY)

NEW QUESTION: 21Which value chain activity communicates the current status of all four dimensions ofservice management?A. PlanB. Obtain/buildC. EngageD. ImproveAnswer: (SHOW ANSWER)

NEW QUESTION: 22Which dimension of service management considers governance, management, andcommunication?A. Partners and suppliersB. Organizations and peopleC. Information and technologyD. Value streams and processesAnswer: B (LEAVE A REPLY)

NEW QUESTION: 23Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, andmaturity assessments?A. Service request managementB. Problem managementC. Continual improvementD. Incident managementAnswer: C (LEAVE A REPLY)






NEW QUESTION: 24How are target resolution times used in the 'incident management' practice?A. They are agreed, documented, and communicated to help set user expectationsB. They are initiated, approved, and managed to ensure that predictable responses areachievedC. They are established, reviewed, and reported to ensure that customers are happy withthe serviceD. They are scheduled, assessed and authorized to reduce the risk of service failuresAnswer: A (LEAVE A REPLY)

NEW QUESTION: 25What should be used to set user expectations for request fulfilment times?A. The service levels of the supplierB. The time needed to realistically deliver the serviceC. The time that the customer indicates for service deliveryD. The consumer demand for the serviceAnswer: B (LEAVE A REPLY)

NEW QUESTION: 26Which statement about change management is CORRECT?A. It optimizes overall business riskB. It optimizes financial exposureC. It ensures that service requests follow the normal change management processD. It ensures that all changes are authorized by the change advisory board (CAB)Answer: D (LEAVE A REPLY)

NEW QUESTION: 27Which 'service level management' activity helps staff to deliver a more business-focusedservice?A. Using complex technical terminology in service level agreements (SLAs)B. Measuring low-level operational activitiesC. Understanding the ongoing requirements of customersD. Creating targets based on the percentage of uptime of a serviceAnswer: C (LEAVE A REPLY)

NEW QUESTION: 28Which will NOT be handled as a service request?A. The replacement of a toner cartridgeB. The provision of a laptopC. The degradation of a service





D. A complaint about a support teamAnswer: (SHOW ANSWER)

NEW QUESTION: 29Which describes normal changes?A. Changes that must be implemented as soon as possibleB. Changes that need to be scheduled and assessed following a processC. Changes that are typically initiated as service requestsD. Changes that are low-risk and pre-authorizedAnswer: B (LEAVE A REPLY)

NEW QUESTION: 30Which term relates to service levels aligned with the needs of service consumers?A. CostB.WarrantyC. Service managementD. UtilityAnswer: B (LEAVE A REPLY)

NEW QUESTION: 31Which activity is part of the 'continual improvement practice?A. Identifying the cause unplanned interruptions to service.B. Improving relationships with and between stakeholders.C. handing compliments and complaints from user to identify improvements.D. Prioritizing and creating business cases for improvement initiatives.Answer: D (LEAVE A REPLY)



NEW QUESTION: 32Which two statements about the guiding principles are CORRECT?1. The guiding principles support continual improvement2. Each guiding principle applies to a selection of the available stakeholder groups3. Organizations should decide which one of the guiding principles is relevant to them







4. Organizations should consider how the guiding principles interact with each otherA. 2 and 3B. 1 and 2C. 3 and 4D. 1 and 4Answer: D (LEAVE A REPLY)

NEW QUESTION: 33Which service transition process provides guidance about converting data intoinformation?A. Service asset and configuration managementB. Change evaluationD18912E1457D5D1DDCBD40AB3BF70D5DC. Knowledge managementD. Service validation and testingAnswer: (SHOW ANSWER)

NEW QUESTION: 34Which is NOT a structure of service desk that is described in the ITIL service operationguidance?A. CentralizedB. LocalC. VirtualD. OutsourcedAnswer: D (LEAVE A REPLY)

NEW QUESTION: 35Which statement about the 'incident management' practice is CORRECT?A. It identifies the cause of major incidents.B. It maintains detailed procedures for diagnosing incidents.C. It resolves the highest impact incidents first.D. It authorizes changes to resolve incidents.Answer: C (LEAVE A REPLY)

NEW QUESTION: 36Why should incidents be prioritized?A. To identify which support team the incident should be escalated toB. To ensure that incidents with the highest business impact are resolved firstC. To encourage a high level of collaboration within and between teamsD. To help automated matching of incidents to problems or known errorsAnswer: B (LEAVE A REPLY)






NEW QUESTION: 37Which guiding principle helps to ensure that each improvement effort has more focus andis easier to maintain?A. Think and work holisticallyB. Progress iteratively with feedbackC. Collaborate and promote visibilityD. Start where you areAnswer: (SHOW ANSWER)

NEW QUESTION: 38Which is a key requirement for a successful service level agreement?A. It should be written in legal languageB. It should be based on the service provider's view of the serviceC. It should relate to simple operational metricsD. It should be simply written and easy to understandAnswer: D (LEAVE A REPLY)

NEW QUESTION: 39Which is included in the purpose of the 'deliver and support' value chain activity?A. Providing services to agreed specificationsB. Meeting stakeholder expectations for time to marketC. Understanding stakeholder needsD. Understanding the organization's service visionAnswer: B (LEAVE A REPLY)

NEW QUESTION: 40Identify the missing words in the following sentence.The purpose of the [?] is to ensure that the organization continually co-creates value withall stakeholders in line with the organization's objectives.A. 'focus on value' guiding principleB. service value systemC. four dimensions of service managementD. 'service request management' practiceAnswer: B (LEAVE A REPLY)

NEW QUESTION: 41What is defined as any financially valuable component that can contribute to the delivery ofa service?A. Configuration itemB. Event





C. IT assetD. ProductAnswer: C (LEAVE A REPLY)

NEW QUESTION: 42Which of these should be logged and managed as a problem?A. Trend analysis shows a large number of similar incidentsB. A monitoring tool detects a change of state for a serviceC. 'Continual improvement' needs to prioritize an improvement opportunityD. A user requests delivery of a laptopAnswer: (SHOW ANSWER)

NEW QUESTION: 43Which is a key consideration for the guiding principle 'keep it simple and practical'?A. Start with a complex solution, then simplifyB. Try to create a solution for every exceptionC. Ignore the conflicting objectives of different stakeholdersD. Understand how each element contributes to value creationAnswer: D (LEAVE A REPLY)

NEW QUESTION: 44What should be done for every problem?A. It should be resolved so that it can be closedB. It should have a workaround to reduce the impactC. It should be diagnosed to identify possible solutionsD. It should be prioritized based on its potential impact and probabilityAnswer: D (LEAVE A REPLY)

NEW QUESTION: 45What are guiding principles?A. A set of interconnected activities that help an organization deliver a valuable serviceB. A set of specialized organizational capabilities for enabling value for customersC. A description of one or more services that help address the needs of a target consumergroupD. Recommendations that help an organization when adopting a service managementapproachAnswer: D (LEAVE A REPLY)

NEW QUESTION: 46Which gives a user access to a system?A. Service requirement






B. Service consumptionC. Service provisionD. Service agreementAnswer: (SHOW ANSWER)



NEW QUESTION: 47Which practice is the responsibility of everyone in the organization?A. Change controlB. Problem managementC. Continual improvementD. Service level managementAnswer: (SHOW ANSWER)

NEW QUESTION: 48Which statement about outcomes is CORRECT?A. The co-create value for service providers by reducing costs and risks.B. They provide products to service providers based on outputs.C. They allow service consumers to achieve a desired result.D. They are deliverables provided to service consumers.Answer: C (LEAVE A REPLY)

NEW QUESTION: 49What is NOT within the scope of service catalogue management?A. Interfaces between the service catalogue and service portfolioB. Interfaces between all services and supporting servicesC. Contribution to the definition of servicesD. Fulfilment of business service requestsAnswer: D (LEAVE A REPLY)

NEW QUESTION: 50Which statement about costs is CORRECT?A. Costs imposed on the consumer are costs of service warranty







B. Costs imposed on the consumer are costs of service utilityC. Costs removed from the consumer are part of the value propositionD. Costs removed from the consumer are part of service consumptionAnswer: (SHOW ANSWER)

NEW QUESTION: 51Which service level metrics are BEST for measuring user experience?A. Metrics linked to defined outcomesB. Metrics for the percentage of uptime of a serviceC. Operational metricsD. Single system-based metricsAnswer: (SHOW ANSWER)

NEW QUESTION: 52Which statement about outcomes is CORRECT?A. Outcomes help service consumers achieve outputsB. Helping service consumers achieve outcomes reduces service provider costsC. Outcomes are one or more services that fulfil the needs of a service consumerD. Service providers help service consumers achieve outcomesAnswer: D (LEAVE A REPLY)

NEW QUESTION: 53When should a workaround be created?A. After the resolution of a problemB.When a problem cannot be resolved quicklyC. As soon as possible, once the incident is loggedD.When a potential permanent solution has been identifiedAnswer: B (LEAVE A REPLY)

NEW QUESTION: 54Which is a purpose of release management?A. To make new and changed services available for useB. To move hardware and software to live environmentsC. To handle user-initiated service requestsD. To protect the organization's informationAnswer: A (LEAVE A REPLY)

NEW QUESTION: 55Which is an example of improving service utility using service management automation?A. Reducing the time to compile service dataB. Monitoring service availability






C. Faster resource allocationD. Pre-determined routing of a service requestAnswer: C (LEAVE A REPLY)

NEW QUESTION: 56How does categorization of incidents assist the 'incident management' practice?A. It ensures that incidents are resolved in timescales agreed with the customerB. It determines how the service provider is perceivedC. It helps direct the incident to the correct support areaD. It determines the priority assigned to the incidentAnswer: C (LEAVE A REPLY)

NEW QUESTION: 57What type of change is pre-authorized, low risk, relatively common, and follows aprocedure or work instruction?A. An internal changeB. An emergency changeC. A normal changeD. A standard changeAnswer: (SHOW ANSWER)

NEW QUESTION: 58Which phase of problem management includes analysing incidents to look for patterns andtrends?A. Problem controlB. Error controlC. Post-implementation reviewD. Problem identificationAnswer: (SHOW ANSWER)

NEW QUESTION: 59Which is the BEST example of an emergency change?A. The implementation of a security patch to a critical software applicationB. The implementation of a planned new release of a software applicationC. A low-risk computer upgrade implemented as a service requestD. A scheduled major hardware and software implementationAnswer: (SHOW ANSWER)

NEW QUESTION: 60What MAIN factors are considered to assess the priority of an incident?A. The complexity and cost






B. The cost and urgencyC. The urgency and impactD. The impact and complexityAnswer: C (LEAVE A REPLY)

NEW QUESTION: 61Which practice uses technologies such as intelligent telephony systems, a knowledge baseand monitoring tools?A. Problem managementB. Service deskC. Deployment managementD. Service configuration managementAnswer: B (LEAVE A REPLY)



NEW QUESTION: 62What is the MOST important reason for prioritizing incidents?A. To ensure that incidents with highest impact are resolved firstB. To ensure that user expectations are realisticC. To help information-sharing are learningD. To provide links to related changes and known errorsAnswer: A (LEAVE A REPLY)

NEW QUESTION: 63Which is provided by the 'engage' value chain activity?A. Ensuring that stakeholder expectations for quality are metB. Ensuring that services are operated to meet agreed specificationsC. Ensuring that stakeholder needs are understood by the organizationD. Ensuring that service components are available when neededAnswer: (SHOW ANSWER)

NEW QUESTION: 64An 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 isdoing a really good job, so this improves satisfaction.B. SLA targets change very frequently, so that each report includes new measures andtrends cannot be analyzed.C. A single SLA defines target service levels for multiple customer, so every customersees reports about other customers' experiences.D. The metrics in an SLA are focused on internal measures, so that reports showeverything is good, while the customer is not satisfied.Answer: (SHOW ANSWER)

NEW QUESTION: 65Which statement about a service value stream is CORRECT?A. It integrates practices for a specific scenarioB. It provides an operating model for service providersC. it uses inputs and outputs prescribed by ITILD. It is a service value chain activityAnswer: (SHOW ANSWER)

NEW QUESTION: 66A service offering may include, access to resources, and service actions, which is anexample of a service action?A. A mobile phone enables a user to work remotelyB. A service desk agent provides support to user.C. A license allows a user to install a software productD. A password allows a user connect to a Wifi networkAnswer: B (LEAVE A REPLY)

NEW QUESTION: 67When should a full risk assessment and authorization be carried out for a standardchange?A.When the procedure for the standard change is createdB. At least once a yearC. Each time the standard change is implementedD.When an emergency change is requestedAnswer: A (LEAVE A REPLY)

NEW QUESTION: 68How should an organization include third-party suppliers in the continual improvement ofservices?A. Ensure that all supplier problem management activities result in improvements





B. Require evidence that the supplier implements all improvements using projectmanagement practicesC. Ensure suppliers include details of their approach to service improvement in contractsD. Require evidence that the supplier uses agile development methodsAnswer: (SHOW ANSWER)

NEW QUESTION: 69Which statement about known errors and problems is CORRECT?A. Known errors cause vulnerabilities, problems cause incidentsB. Known error is the status assigned to a problem after it has been analysedC. Known errors are managed by technical staff, problems are managed by servicemanagement staffD. A known error is the cause of one or more problemsAnswer: B (LEAVE A REPLY)

NEW QUESTION: 70Which practice provides a single point of contact for users?A. Incident managementB. Service deskC. Service request managementD. Change controlAnswer: B (LEAVE A REPLY)

NEW QUESTION: 71Which statement about the 'change enablement' practice is CORRECT?A. Service requests are usually normal changes that can be implemented quickly withoutauthorizationB. Emergency changes are changes that must be implemented as soon as possible andtherefore authorization is expeditedC. Emergency changes are changes that must be fully tested and fully documented prior toimplementationD. Standard changes are changes that need to be scheduled, assessed and authorizedfollowing a standard processAnswer: B (LEAVE A REPLY)

NEW QUESTION: 72Which practice forms a link between the service provider and the users of services?A. Service deskB. Problem managementC. Change enablementD. Service level management





Answer: A (LEAVE A REPLY)

NEW QUESTION: 73Which value chain activity ensures the availability of service components?A. Deliver and supportB. EngageC. Obtain/buildD. ImproveAnswer: (SHOW ANSWER)

NEW QUESTION: 74Which guiding principle describes the importance of doing something, instead of spendinga long time analysing different options?A. Progress iteratively with feedbackB. Optimize and automateC. Start where you areD. Focus on valueAnswer: A (LEAVE A REPLY)

NEW QUESTION: 75Which statement about the 'continual improvement model' is CORRECT?A. Organizations should work through the steps of the model in the sequence in which theyare presentedB. The model is applicable to only certain parts of the service value systemC. The flow of the model helps organizations to link improvements to its goalsD. Organizations should use an additional model or method to link improvements tocustomer valueAnswer: C (LEAVE A REPLY)

NEW QUESTION: 76What is a service?A. A means of enabling value co-creation by facilitating outcomes that customers want toachieve, without the customer having to manage specific costs and risksB. Joint activities performed by a service provider and a service consumer to ensurecontinual value co- creation based on agreed and available service offeringsC. A possible event that could cause harm or loss, or make it more difficult to achieveobjectivesD. A tangible or intangible deliverable of an activityAnswer: A (LEAVE A REPLY)








NEW QUESTION: 77When should a change request be submitted to resolve a problem?A. As soon as the analysis of the frequency and impact of incidents justifies the changeB. As soon as a solution for the problem has been identifiedC. As soon as a workaround for the problem has been identifiedD. As soon as the analysis of cost, risks and benefits justifies the changeAnswer: D (LEAVE A REPLY)

NEW QUESTION: 78What must always be done before an activity is automated?A. Ensure that DevOps has been successfully implementedB. Check that the activity has already been optimizedC. Ensure the solution removes the need for human interventionD. Check that suitable new technology has been purchasedAnswer: B (LEAVE A REPLY)

NEW QUESTION: 79What is the PRIMARY use of a change schedule?A. To manage emergency changesB. To plan changes and help avoid conflictsC. To manage standard changesD. To support the 'incident management' practice and improvement planningAnswer: (SHOW ANSWER)

NEW QUESTION: 80Identify the missing word in the following sentence.The purpose of the 'supplier management' practice is to ensure that the organization'ssuppliers and their performances are [?] appropriately to support the seamless provision ofquality products and services.A. measuredB. managedC. rewardedD. defined






Answer: B (LEAVE A REPLY)

NEW QUESTION: 81Which guiding principle considers customer and user experience?A. Keep it simple and practicalB. Start where you areC. Collaborate and promote visibilityD. Focus on valueAnswer: D (LEAVE A REPLY)

NEW QUESTION: 82Which term describes the functionality offered by a service?A. RiskB. costC. UtilityD.WarrantyAnswer: C (LEAVE A REPLY)

NEW QUESTION: 83Which practice has a purpose that includes the handling of pre-defined, user-initiateddemands for service?A. Change enablementB. Service request managementC. Service configuration managementD. Deployment managementAnswer: B (LEAVE A REPLY)

NEW QUESTION: 84Which guiding principle recommends organizing work into smaller, manageable sectionsthat can be executed and completed in a timely manner?A. Progress iteratively with feedbackB. Collaborate and promote visibilityC. Start where you areD. Focus on valueAnswer: (SHOW ANSWER)

NEW QUESTION: 85What can be described as an operating model for the creation and management ofproducts and services?A. Guiding principlesB. Practices






C. GovernanceD. Service value chainAnswer: D (LEAVE A REPLY)

NEW QUESTION: 86Which is a key requirement for a successful service level agreement (SLA)?A. Using individual metrics that relate to the service catalogueB. Using an agreement between the service provider and service supplierC. Using bundled metrics to relate performance to outcomesD. Using single-system-based metrics that relate to outputsAnswer: C (LEAVE A REPLY)

NEW QUESTION: 87Identify the missing word in the following sentence.A service is a means of enabling value co-creation by facilitating outcomes that customerswant to achieve, without the customer having to manage specific [?] and risks.A. utilityB. warrantyC. costsD. informationAnswer: (SHOW ANSWER)

NEW QUESTION: 88What is the purpose of the 'problem management' practice?A. To minimize the negative impact of incidents by restoring normal service operation asquickly as possibleB. To reduce the likelihood and impact of incidents by identifying actual and potentialcauses of incidents, and managing workarounds and known errorsC. To align the organization's practices and services with changing business needsthrough the ongoing identification and improvement of servicesD. To protect the information needed by the organization to conduct its businessAnswer: (SHOW ANSWER)

NEW QUESTION: 89What term is used to describe whether a service will meet availability, capacity andsecurity requirements?A. UtilityB. ValueC. OutcomesD.WarrantyAnswer: D (LEAVE A REPLY)






NEW QUESTION: 90Which process works with incident management to ensure that security breaches aredetected and logged?A. Change managementB. Access managementC. Service level managementD. Continual service improvementAnswer: B (LEAVE A REPLY)

NEW QUESTION: 91What do customer perceptions and business outcomes help to define?A. Service metricsB. The value of a serviceC. The total cost of a serviceD. Key performance indicators (KPIs)Answer: B (LEAVE A REPLY)



NEW QUESTION: 92Which practice has a purpose that includes managing risks to confidentiality, integrity andavailability?A. Problem managementB. Service configuration managementC. Information security managementD. Change enablementAnswer: C (LEAVE A REPLY)

NEW QUESTION: 93Which statement about the 'continual improvement model' is CORRECT?A. The model is applicable to only certain parts of the service value systemB. Organizations should work through the steps of the model in the sequence in which theyare presented






C. The low of the model helps organizations to link improvements to its goalsD. Organizations should use an additional model or method to link improvements tocustomer valueAnswer: B (LEAVE A REPLY)

NEW QUESTION: 94Which is one of the MAIN concerns of the 'design and transition' value chain activity?A. Understanding the organization's visionB. Understanding stakeholder needsC. Meeting stakeholder expectationsD. Ensuring service components are availableAnswer: C (LEAVE A REPLY)The purpose of 'obtain/build' value chain activity is "to ensure that service components areavailable when and where they are needed, and meet agreed specifications." Servicecomponents for 'deliver and support' and service components for design and transition arekey outputs of 'obtain/build' value chain activity.

NEW QUESTION: 95Which practice has a purpose that includes restoring normal service operation as quicklyas possible?A. Incident managementB. Deployment managementC. Supplier managementD. Problem managementAnswer: (SHOW ANSWER)

NEW QUESTION: 96Which skill is required by the 'service level management' practice?A. Problem managementB. Supplier managementC. Technical expertiseD. Event monitoringAnswer: B (LEAVE A REPLY)

NEW QUESTION: 97Which practice improves customer and user satisfaction by reducing the negative impact ofservice interruptions?A. Service request managementB. Service level managementC. Incident managementD. Change management





Answer: (SHOW ANSWER)The purpose of incident management is to minimize the negative impact of incidents byrestoring normal service operation as quickly as possible. Incident management can havean enormous impact on customer and user satisfaction, and the perception of thosestakeholders of the service provider.https://www.bmc.com/blogs/itil-incident-management/

NEW QUESTION: 98Which statement about the use of measurement in the 'start where you are' guidingprinciple is CORRECT?A. It should always be used to support direct observationB. The act of measuring always positively impacts resultsC. Measured data is always more accurate than direct observationD. It should always be used instead of direct observationAnswer: A (LEAVE A REPLY)

NEW QUESTION: 99What is used to link activities within the service value chain?A. Service deskB. Service level agreementsC. Opportunity, demand and valueD. Inputs, outputs and triggersAnswer: C (LEAVE A REPLY)

NEW QUESTION: 100What is the MAIN benefit of 'problem management'?A. Managing workarounds and known errorsB. Reducing the number and impact of incidentsC. Restoring normal service as quickly as possibleD. Maximizing the number of successful changesAnswer: (SHOW ANSWER)

NEW QUESTION: 101Which are elements of the service value system?A. Service provision, service consumption, service relationship managementB. Governance, service value chain, practicesC. Customer value, stakeholder value, organizationD. Outcomes, utility, warrantyAnswer: B (LEAVE A REPLY)

NEW QUESTION: 102






What are the MOST important skills required by service desk staff?A. Problem resolution skillsB. Supplier management skillsC. Incident analysis skillsD. Technical skillsAnswer: (SHOW ANSWER)

NEW QUESTION: 103Identify the missing words in the following sentence.The 'incident management' practice should maintain [?] for logging and managingincidents.A. a formal processB. detailed proceduresC. a dedicated teamD. a value chain activityAnswer: B (LEAVE A REPLY)

NEW QUESTION: 104How should an organization prioritize incidents?A. Ask the user for their preferred resolution timeframe.B. Assess the availability of the appropriate support team.C. Use an agreed classification which is based on the business impact of the incident.D. Create an order of incidents based on the dates and times when they were logged.Answer: (SHOW ANSWER)

NEW QUESTION: 105What is the primary focus of business capacity management?A. Management, control and prediction of the performance, utilization and capacity ofindividual elements of IT technologyB. Management, control and prediction of the end-to-end performance and capacity of thelive, operational IT servicesC. Review of all capacity supplier agreements and underpinning contracts with suppliermanagementD. Future business requirements for IT services are quantified, designed, planned andimplemented in a timely fashionAnswer: (SHOW ANSWER)

NEW QUESTION: 106How should automation be implemented?A. By replacing human intervention wherever possibleB. By initially concentrating on the most complex tasks





C. By optimizing as much as possible firstD. By replacing the existing tools firstAnswer: A (LEAVE A REPLY)



NEW QUESTION: 107What is the effect of increased automation on the 'service desk1 practice?A. Increased ability to focus on fixing technology instead of supporting peopleB. Decrease in self-service incident logging and resolutionC. Greater ability to focus on customer experience when personal contact is neededD. Elimination of the need to escalate incidents to support teamsAnswer: C (LEAVE A REPLY)

NEW QUESTION: 108Which statement about change authorities is CORRECT?A. Change authorities are assigned for each type of change and change modelB. Change authorities are only required for authorizing normal changesC. Change authorities are assigned when each change is deployedD. Change authorities are only required for authorizing emergency changesAnswer: (SHOW ANSWER)

NEW QUESTION: 109Which is an activity of 'problem identification'?A. Establishing potential permanent solutionsB. Analyzing the cause of problemsC. Establishing problem workaroundsD. Analyzing information from software developersAnswer: D (LEAVE A REPLY)

NEW QUESTION: 110Which will help solve incidents more quickly?A. Target resolution timesB. Collaboration between teams







C. Detailed procedural steps for incident investigationD. Escalating all incidents to support teamsAnswer: B (LEAVE A REPLY)

NEW QUESTION: 111Which ITIL concept describes governance?A. The four dimensions of service managementB. The service value systemC. The service value chainD. The seven guiding principlesAnswer: B (LEAVE A REPLY)

NEW QUESTION: 112Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?A. Focus on valueB. Keep it simple and practicalC. Optimize and automateD. Progress iteratively with feedbackAnswer: A (LEAVE A REPLY)

NEW QUESTION: 113A customer is a person who defines the requirements for a service and takes responsibilityfor the [?] of service consumption.A. outcomesB. costsC. outputsD. risksAnswer: (SHOW ANSWER)

NEW QUESTION: 114Which value chain activity ensures that service components meet agreed specifications?A. Design and transitionB. Obtain/buildC. Deliver and supportD. PlanAnswer: (SHOW ANSWER)

NEW QUESTION: 115What actions does a service desk take for all issues, queries and requests that arereported to them?A. Acknowledge, classify, own






B. Schedule, assess, authorizeC. Diagnose, investigate, resolveD. Initiate, approve, fulfillAnswer: (SHOW ANSWER)

NEW QUESTION: 116How does information about problems and known errors contribute to 'incidentmanagement'?A. It removes the need for collaboration during incident resolutionB. It enables the reassessment of known errosC. It enables quick and efficient diagnosis of incidentsD. It removes the need for regular customer updatesAnswer: (SHOW ANSWER)

NEW QUESTION: 117Which does the ITIL service value system discourage?A. Coordinated authorities and responsibilitiesB. Organizational silosC. Interfaces among practicesD. Organizational agilityAnswer: B (LEAVE A REPLY)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 theorganization in a variety of scenarios, with open flow of communication across the manyinterfaces.

NEW QUESTION: 118Which step of the continual improvement model includes baseline assessments?A.What is the vision?B.Where are we now?C. Did we get there?D.Where do we want to be?Answer: (SHOW ANSWER)

NEW QUESTION: 119What is a problem?A. An unplanned reduction in the quality of a serviceB. Any change of state that has significance for the management of a configuration itemC. An addition or modification that could have an effect on servicesD. A cause or potential cause of one or more incidents





Answer: (SHOW ANSWER)

NEW QUESTION: 120Which is the CORRECT approach for managing a large improvement initiative as smalleriterations?A. Each iteration should be continually re-evaluated based on feedbackB. Feedback should only be taken into account when one iteration fails to meet itsobjectiveC. Each iteration should be designed before starting the initiative and implemented withoutfeedbackD. Feedback should be reduced for large improvements as it is unlikely that circumstanceswill changeAnswer: (SHOW ANSWER)

NEW QUESTION: 121What is the expected outcome from using a service value chain?A. Customer engagementB. Service value streamsC. Value realizationD. The application of practicesAnswer: C (LEAVE A REPLY)



NEW QUESTION: 122What should be considered as part of the 'partners and suppliers' dimension?A. The activities, workflows, controls and procedures needed to achieve the agreedobjectivesB. The information created, managed and used in the course of service provision andconsumptionC. The level of integration and formality involved in the relationships between organizationsD. The required skills and competencies of teams and individual members of theorganizationAnswer: C (LEAVE A REPLY)







NEW QUESTION: 123Which dimension considers how knowledge assets should be protected?A. Organizations and peopleB. Value streams and processesC. Partners and suppliersD. Information and technologyAnswer: (SHOW ANSWER)

NEW QUESTION: 124Identify the missing word in the following sentence.A [?] is the addition, modification, or removal of anything that could have a direct or indirecteffect on servicesA. problemB. configuration itemC. riskD. changeAnswer: D (LEAVE A REPLY)

NEW QUESTION: 125What is a set of specialized organizational capabilities for enabling value for customers inthe form of services?A. Service consumptionB. Service managementC. Service provisionD. Service offeringAnswer: B (LEAVE A REPLY)

NEW QUESTION: 126What happens if a workaround becomes the permanent way of dealing with a problem thatcannot be resolved cost-effectively?A. The problem record is deletedB. A change request is submitted to change controlC. The problem remains in the known error statusD. Problem management restores the service as soon as possibleAnswer: (SHOW ANSWER)

NEW QUESTION: 127What helps diagnose and resolve a simple incident?A. Rapid escalationB. Problem prioritization





C. Formation of a temporary teamD. The use of scriptsAnswer: D (LEAVE A REPLY)

NEW QUESTION: 128Which describes a CORRECT approach to change authorization?A. formal changes are typically implemented as service requests and authorized by theservice deskB. Emergency changes should be authorized by as many people as possible to reduce riskC. Changes included in the change schedule are pre-authorized and do not needadditional authorizationD. formal changes should be assessed and authorized before they are deployedAnswer: D (LEAVE A REPLY)

NEW QUESTION: 129Which should be handled by 'service request management'?A. A request to resolve an error in a serviceB. A request to provide a laptopC. A request to change a target in a service level agreementD. A request to implement a security patchAnswer: B (LEAVE A REPLY)

NEW QUESTION: 130Which practice may involve the initiation of disaster recovery?A. Incident managementB. Service request managementC. IT asset managementD. Service level managementAnswer: A (LEAVE A REPLY)

NEW QUESTION: 131Which practice updates information relating to symptoms and business impact?A. Incident managementB. Service request managementC. Change controlD. Service level managementAnswer: A (LEAVE A REPLY)






ITIL.ITIL-4-Foundation.v2021-07-29 - freecram.com

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