2024 The Most Effective ITIL-4-Foundation with 535 Questions Answers
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ITIL 4 Foundation certification is essential for individuals who want to build a career in IT service management. It is a globally recognized certification that demonstrates the candidate's knowledge and skills in IT service management frameworks and best practices. ITIL 4 Foundation Exam certification helps professionals to gain a competitive edge in the job market and increase their career opportunities. The ITIL 4 Foundation certification is also a prerequisite for higher-level ITIL certifications such as ITIL 4 Managing Professional and ITIL 4 Strategic Leader.
ITIL 4 Foundation Certification Exam is an essential certification for IT professionals who want to demonstrate their knowledge and skills in managing IT services based on the ITIL 4 framework. ITIL 4 Foundation Exam certification validates the ability of professionals to contribute to the effective management of IT services in their organization. Additionally, ITIL 4 Foundation Certification opens up new career opportunities for professionals and helps organizations improve their IT service delivery.
NEW QUESTION # 308
Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests
- A. 3 and 4
- B. 2 and 3
- C. 1 and 2
- D. 1 and 4
Answer: C
NEW QUESTION # 309
Which statement about the automation of service requests is CORRECT?
- A. Service requests and their fulfillment should be automated as much as possible
- B. Service requests and their fulfillment should be carried out by service desk staff without automation
- C. Service requests that cannot be automated should be handled as problems
- D. Service requests that cannot be automated should be handled as incidents
Answer: A
NEW QUESTION # 310
Which statement about outcomes is CORRECT?
- A. Outcomes are one or more services that fulfil the needs of a service consumer
- B. Service providers help service consumers achieve outcomes
- C. Outcomes help service consumers achieve outputs
- D. Helping service consumers achieve outcomes reduces service provider costs
Answer: B
NEW QUESTION # 311
Which of the following statements about 'outcomes' is TRUE?
- A. The level of expenses regarding a technology for a service is defined by an outcome
- B. The delivery of products to a stakeholder is enabled by outcomes
- C. An outcome depends on at least one output to deliver a result
- D. Outcomes provide assurance to stakeholders regarding the performance of a service
Answer: C
Explanation:
An outcome is a result for a stakeholder enabled by one or more outputs1. Outputs are tangible or intangible deliverables of an activity1. For example, a service provider may produce a report (output) that helps a customer make a decision (outcome)2. Reference: ITIL Foundation - ITIL 4 Edition, page 3; ITIL 4 - A Pocket Guide, page 13.
NEW QUESTION # 312
Which does the ITIL service value system discourage?
- A. Coordinated authorities and responsibilities
- B. Organizational silos
- C. Interfaces among practices
- D. Organizational agility
Answer: B
Explanation:
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 the organization in a variety of scenarios, with open flow of communication across the many interfaces.
Reference: https://www.bmc.com/blogs/itil-service-value-system/
NEW QUESTION # 313
What considerations influence the supplier strategy of an organization?
- A. Contracts and agreements
- B. Corporate culture of the organization
- C. Level of formality
- D. Type of cooperation with suppliers
Answer: B
NEW QUESTION # 314
Which is included in the purpose of the 'deliver and support' value chain activity?
- A. Understanding the organization's service vision
- B. Providing services to agreed specifications
- C. Meeting stakeholder expectations for time to market
- D. Understanding stakeholder needs
Answer: C
NEW QUESTION # 315
Which practices is MOST associate with the use of empathy to understand users?
- A. Service desk
- B. Service level management
- C. Change enablement
- D. Continual improvement
Answer: A
NEW QUESTION # 316
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
- A. Change
- B. Problem
- C. Event
- D. Known error
Answer: B
Explanation:
ITIL defines a problem as a cause, or potential cause, of one or more incidents. A known error is a problem that has been analyzed but not resolved.
https://www.bmc.com/blogs/itil-problem-management/
NEW QUESTION # 317
Which practice identifies metrics that reflect the customer's experience of a service?
- A. Problem management
- B. Service level management
- C. Service desk
- D. Continual improvement
Answer: B
NEW QUESTION # 318
Which practice has the purpose of ensuring that the organization's suppliers and their performance and
managed appropriately to support the provision of seamless, quality products and services?
- A. Supplier management
- B. Service management
- C. Release management
- D. Relationship management
Answer: A
NEW QUESTION # 319
Which stakeholders co-create value in a service relationship?
- A. Investor and supplier
- B. Consumer and provider
- C. Provider and supplier
- D. Investor and consumer
Answer: B
NEW QUESTION # 320
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
- A. The release management' practice
- B. Service consumption
- C. The service value system
- D. Service relationship management
Answer: C
Explanation:
Organizations maximize co-creation of value with their customers by facilitating the outcomes they want to achieve. The four dimensions of service management have shown that a holistic approach is the best way for an organization to:
Achieve its goals in delivering quality and cost effective services
Meet the needs of its customers
Satisfy the requirements of its stakeholders
https://www.bmc.com/blogs/itil-service-value-system/
NEW QUESTION # 321
Which function is responsible for the management of a data centre?
- A. Technical management
- B. Application management
- C. Service desk
- D. Facilities management
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Answer: D
NEW QUESTION # 322
Which statement about a 'continual improvement register' is CORRECT?
- A. There should only be one for the whole organization
- B. It should be used to capture user demand
- C. It should be managed at the senior level of the organization
- D. It should be re-prioritized as ideas are documented
Answer: D
NEW QUESTION # 323
What is required by all service desk staff?
- A. Root cause analysis skills
- B. Demonstration of emotional intelligence
- C. Knowledge of telephony technology
- D. Excellent technical knowledge
Answer: B
NEW QUESTION # 324
Which is described by the 'organizations and people' dimension of service management?
- A. Contracts and agreements
- B. Inputs and outputs
- C. Communication and collaboration
- D. Workflows and controls
Answer: C
Explanation:
Explanation
The organizations and people dimension sets out the people aspects of service management to be considered when designing, operating and changing service offerings. People include employees, managers, executives, customers, supplier employees, or anybody else who is involved in the creation or consumption of services.
https://assyst.ifs.com/blog/itil4-organizations-and-people#:~:text=The%20organizations%20and%20people%20d
NEW QUESTION # 325
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
- A. Service level management
- B. Service desk
- C. Change enablement
- D. Continual improvement
Answer: A
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.
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes
NEW QUESTION # 326
What type of change is MOST likely to be managed as a service request?
- A. An organizational change
- B. A normal change
- C. A standard change
- D. An emergency change
Answer: B
NEW QUESTION # 327
Which is an activity in the 'Problem control' phase of problem management?
- A. Documenting the steps in workaround
- B. Implementing a technical fix to resolve an issue
- C. Reviewing incident records to identity trends
- D. Re-assessing a known error to manage the ongoing impact.
Answer: A
Explanation:
Problem Control. Problem control activities include problem analysis and documenting workarounds and known errors.
Just like incidents, problems will be prioritized based on the risk they pose in terms of probability and impact to services. Focus should be given to problems that have highest risk to services and service management.
https://www.bmc.com/blogs/itil-problem-management/#:~:text=2.,probability%20and%20impact%20to%20services.
NEW QUESTION # 328
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