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ITIL 4 Foundation Exam is a multiple-choice exam consisting of 40 questions, and candidates have 60 minutes to complete the exam. The passing score for the exam is 65%, which means that candidates must correctly answer at least 26 out of the 40 questions to pass the exam. ITIL-4-Foundation exam is available in multiple languages and can be taken online or in person at an accredited testing center.
NEW QUESTION # 50
In which step of the 'continual improvement model' is an improvement plan implemented?
- A. Take action
- B. Did we get there?
- C. How do we get there?
- D. What is the vision?
Answer: A
NEW QUESTION # 51
What is the CORRECT order for the three phases of problem management?
- A. Problem identification error control problem control
- B. Error control, problem control, problem identification
- C. Problem control, error control problem identification
- D. Problem identification problem control error control
Answer: D
Explanation:
The problem management practice follows a three-phase approach to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors1. The three phases are:
* Problem identification: the process of finding problems that are the cause or potential cause of one or more incidents2.
* Problem control: the process of analysing the root cause and impact of a problem and developing a workaround or a permanent solution2.
* Error control: the process of managing known errors throughout their lifecycle, from recording to removal2. References: ITIL Foundation - ITIL 4 Edition, page 15; ITIL 4 - A Pocket Guide, page
35; ITIL 4 Practice Guide: Problem Management, page 9.
NEW QUESTION # 52
How are target resolution times used in the 'incident management' practice?
- A. They are initiated, approved, and managed to ensure that predictable responses are achieved
- B. They are established, reviewed, and reported to ensure that customers are happy with the service
- C. They are agreed, documented, and communicated to help set user expectations
- D. They are scheduled, assessed and authorized to reduce the risk of service failures
Answer: C
NEW QUESTION # 53
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
- A. Value streams and processes
- B. Information and technology
- C. Partners and suppliers
- D. Organizations and people
Answer: A
Explanation:
Explanation
Value Streams & Processes
The value streams and processes dimension is concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services. This dimension defines the activities, workflows, controls and procedures needed to achieve agreed objectives. What matters in service management is that an organization establishes an operating model that that effectively organizes the key activities needed to manage products and services.
Value streams
A value stream is defined as a series of steps an organization undertakes to create and deliver products and services to consumers.
Structuring the organization's service and product portfolios around value streams allows it to have a clear picture of what it delivers and how, and to make continual improvements to its services. By mapping its value streams, an organization can identify what is critical, what introduces waste and what can be improved upon.
Processes
A process is defined as a set of interrelated or interacting activities that transform inputs into outputs.
Processes define the sequence of actions and their dependencies, as well as describe what is done to accomplish an objective. Processes are underpinned by policies and can be broken down further through procedures which outline what is done, when, and by whom.
https://www.bmc.com/blogs/itil-four-dimensions-service-management/
NEW QUESTION # 54
What is the purpose of the 'information security management' practice?
- A. To plan and manage the full lifecycle of all IT assets
- B. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
- C. To observe services and service components
- D. To protect the information needed by the organization to conduct its business
Answer: D
NEW QUESTION # 55
Which is a purpose of the 'service level management' practice?
- A. To set clear business-based targets for service levels
- B. To support the agreed quality of a service handling all agreed, user-initiated service requests
- C. To establish and nurture the links between the organization and its stakeholders
- D. To ensure that the organization's suppliers and their performance are managed appropriately
Answer: A
NEW QUESTION # 56
What is defined as an unplanned interruption or reduction in the quality of a service?
- A. An incident
- B. A problem
- C. A change
- D. An event
Answer: A
NEW QUESTION # 57
Which statement about a 'continual improvement register (CIR)' is TRUE?
- A. Used to select the right method, model or technique for identifying improvements
- B. Used to help plan changes, assist in communication, avoid conflicts, and assign resources
- C. Used to track and manage improvement ideas from identification through to final action
- D. Used to provide a formal description of one or more services, designed to address the needs of a target consumer group
Answer: C
NEW QUESTION # 58
Which statement about the 'four Ps' of service design is CORRECT?
- A. Processes refers to skill and training
- B. Partners refers to suppliers and vendors
- C. Products refers to producers and metrics
- D. People refers to technology and tools
Answer: B
NEW QUESTION # 59
What is the definition of service management?
- A. A formal description of one or more services designed to address the needs of a target consumer group
- B. A set of specialized organizational capabilities for enabling value for customers in the form of services
- C. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
- D. A result for a stakeholder enabled by one or more outputs
Answer: B
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. References: ITIL Foundation - ITIL 4 Edition, page 2; ITIL 4 - A Pocket Guide, page 11.
NEW QUESTION # 60
Which is an objective of the design coordination process?
- A. To gather and document new service level requirements from the customer
- B. To produce service design packages and ensure they are handed over to service transition
- C. To assess and evaluate all changes and their impact on service designs
- D. To document the initial structure and relationship between services and customers
Answer: B
Explanation:
Explanation
D18912E1457D5D1DDCBD40AB3BF70D5D
NEW QUESTION # 61
Which statement about known errors and problems is CORRECT?
- A. A known error is the cause of one or more problems
- B. Known errors cause vulnerabilities, problems cause incidents
- C. Known error is the status assigned to a problem after it has been analysed
- D. Known errors are managed by technical staff, problems are managed by service management staff
Answer: C
NEW QUESTION # 62
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. value
- B. costs
- C. users
- D. performances
Answer: D
NEW QUESTION # 63
What is defined as "any component that needs to be managed in order to deliver an IT service"?
- A. A configuration item
- B. A change
- C. An event
- D. An IT asset
Answer: A
Explanation:
CIs are simply any component that needs to be managed in order to deliver an IT service. A server, a virtual server, or even the configuration of an application could be considered a CI, for example
https://www.bmc.com/blogs/itil-asset-configuration-management/#:~:text=among%20your%20CIs-,Configuration%20items%20(CIs),considered%20a%20CI%2C%20for%20example.
NEW QUESTION # 64
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
- A. Plan
- B. Improve
- C. Deliver and support
- D. Design and transition
Answer: A
NEW QUESTION # 65
What are the types of asset management?
- A. IT asset management and software asset management
- B. IT asset management and technical management
- C. Operational management and IT asset management
- D. Operational and technical management
Answer: A
NEW QUESTION # 66
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. value
- B. costs
- C. users
- D. performances
Answer: D
NEW QUESTION # 67
Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.
- A. Service provider
- B. Customer
- C. Supplier
- D. Service consumer
Answer: A
NEW QUESTION # 68
Which practice has a strong influence on the user experience and perception of the service provider?
- A. Service desk
- B. Change enablement
- C. Supplier management
- D. Service level management
Answer: D
NEW QUESTION # 69
Which is an important principle of communication in service operation?
- A. Meetings are always the best method of communication
- B. It has an intended purpose or a resultant actionD18912E1457D5D1DDCBD40AB3BF70D5D
- C. It is stored in the configuration management system
- D. Information should always be communicated
Answer: B
NEW QUESTION # 70
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