[UPDATED Dec-2023] Best Value Available Preparation Guide for ITIL-4-Foundation Exam
1 Full ITIL-4-Foundation Practice Test and 535 Unique Questions, Get it Now!
NEW QUESTION # 192
Which practice has a purpose that includes ensuring that risks have been properly assessed?
- A. Service configuration management
- B. Service level management
- C. Change control
- D. Problem management
Answer: C
NEW QUESTION # 193
What is the purpose of the 'deployment management' practice?
- A. To move new or changed components to live environments
- B. To set clear business-based targets for service performance
- C. To make new or changed services available for use
- D. To ensure services achieve agreed and expected performance
Answer: A
NEW QUESTION # 194
What is a problem that has been analysed but has not been resolved?
- A. Workaround
- B. Event
- C. Known error
- D. Incident
Answer: C
NEW QUESTION # 195
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?
- A. Service level management
- B. Service request management
- C. Incident management
- D. Change enablement
Answer: B
NEW QUESTION # 196
For which purpose would the continual improvement practice use a SWOT analysis?
- A. Defining the future desired state
- B. Ensuring everyone actively participates
- C. Understanding the current state
- D. Tracking and managing ideas
Answer: C
Explanation:
A SWOT (also known as SLOT) analysis is a powerful strategic planning tool used to evaluate the Strengths, Weaknesses/Limitations, Opportunities and Threats to a project or business
http://steppingstonesforbusiness.co.uk/wp-content/uploads/2012/07/FS116-SWOT-Analysis-for-Continuous-Improvement.pdf
NEW QUESTION # 197
For which purpose would the continual improvement practice use a SWOT analysis?
- A. Defining the future desired state
- B. Ensuring everyone actively participates
- C. Understanding the current state
- D. Tracking and managing ideas
Answer: C
Explanation:
The second step is to conduct an objective current-state assessment of existing services and service management practices. This should include consideration of the users' perception of the value being received, along with a review of people's competencies and skills, the processes and procedures involved, the capabilities of the available technological solutions and the prevailing organizational culture. The success of an improvement initiative depends on a clear and accurate understanding of the starting point and the required impact of the initiative.
For example, an organization can measure the current net promoter score (NPS) from a customer satisfaction survey, conduct a benchmark survey against its competitors or review findings of operational statistics or audit reports to understand its current state. If this step is skipped, the current state will not be understood and there will not be an objective baseline measurement against which improvement can be measured.
https://www.bmc.com/blogs/itil-continual-improvement/
NEW QUESTION # 198
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
- A. Service consumption
- B. The release management' practice
- C. The service value system
- D. Service relationship management
Answer: C
Explanation:
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 # 199
Which practice identifies metrics that reflect a customer experience of a service?
- A. Service desk
- B. Continual improvement
- C. Service level management
- D. Problem management
Answer: C
NEW QUESTION # 200
Which of these should be logged and managed as a problem?
- A. A user requests delivery of a laptop
- B. Trend analysis shows a large number of similar incidents
- C. A monitoring tool detects a change of state for a service
- D. 'Continual improvement' needs to prioritize an improvement opportunity
Answer: B
NEW QUESTION # 201
What is an output?
- A. A change of state that has significance for the management of a configuration item
- B. A result for a stakeholder
- C. Something created by carrying out an activity
- D. A possible event that could cause harm or loss
Answer: C
NEW QUESTION # 202
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
- A. Service configuration management
- B. Relationship management
- C. Service level management
- D. Continual improvement
Answer: D
NEW QUESTION # 203
What is a service?
- A. A tangible or intangible deliverable of an activity
- B. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
- C. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
- D. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings
Answer: C
NEW QUESTION # 204
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 performances are [?] appropriately to support the seamless provision of quality products and services.
- A. managed
- B. measured
- C. defined
- D. rewarded
Answer: A
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-management-practices/
NEW QUESTION # 205
Which practice establishes a channel between the service provider and its users?
- A. Supplier management
- B. Relationship management
- C. Service desk
- D. Change enablement
Answer: C
Explanation:
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes
NEW QUESTION # 206
Which service request management decisions require that policies are established'?
- A. Deciding how to handle service requests where the steps are unknown
- B. Deciding when workarounds should be used
- C. Deciding which service requests require approval
- D. Deciding how degradations of service are resolved
Answer: A
NEW QUESTION # 207
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
- A. Organizations and people
- B. Information and technology
- C. Partners and suppliers
- D. Value streams and processes
Answer: B
Explanation:
Explanation
This includes the information and technology needed to deliver services (servers, storage, networks, databases, etc.) as well as the information and technology needed to manage those services (ITSM tools, knowledge bases, configuration information, etc.).
https://www.sysaid.com/blog/entry/everything-you-officially-need-to-know-about-itil-4
NEW QUESTION # 208
Which of the following can be used to access service desks?
- A. Text and social media messaging
- B. All of the above
- C. Email
- D. Phone calls
Answer: B
NEW QUESTION # 209
Which of the four dimensions focuses or managing data in compliance with industry regulations?
- A. Organizations and people
- B. Information and technology
- C. Partners and suppliers
- D. Value streams and processes
Answer: B
Explanation:
Explanation
ITIL has defined four dimensions that collectively are critical to the effective and efficient delivery of value to customers and other stakeholders in the form of products and services. These dimensions are:
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
https://www.bmc.com/blogs/itil-four-dimensions-service-management/
NEW QUESTION # 210
In which case would a problem be logged?
- A. Alter a workaround is identified and documented
- B. When the cause is identified but not resolved
- C. After analysis of error information from a supplier
- D. When a user reports an unplanned service interruption
Answer: B
NEW QUESTION # 211
Which statement about the steps to fulfill a service request is CORRECT?
- A. They should be well-known and proven
- B. They should include incident handling
- C. They should be brief and simple
- D. They should be complex and detailed
Answer: A
NEW QUESTION # 212
What includes governance as a component?
- A. The guiding principles
- B. The service value system
- C. The service value chain
- D. Practices
Answer: B
NEW QUESTION # 213
In which TWO situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant
- A. 1 and 2
- B. 2 and 3
- C. 3 and 4
- D. 1 and 4
Answer: A
NEW QUESTION # 214
Which describes a standard change?
- A. A change that must be implemented as soon as possible
- B. A change that needs to be scheduled, assessed and authorized following a defined process
- C. A change that is typically implemented as a service request
- D. A high-risk change that needs very thorough assessment
Answer: C
NEW QUESTION # 215
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