Jun 11, 2024 Newest ITIL-4-Foundation Exam Dumps – Achieve Success in Actual ITIL-4-Foundation Exam
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ITIL 4 Foundation exam is a multiple-choice exam that consists of 40 questions. ITIL-4-Foundation exam duration is 60 minutes, and the passing score is 65%. ITIL-4-Foundation exam can be taken online, or at an authorized testing center. The ITIL 4 Foundation certification has no expiration date, and it is recommended that individuals keep their knowledge up to date with the latest ITIL 4 practices and principles. Overall, the ITIL 4 Foundation certification is an excellent starting point for individuals looking to build a career in IT service management, and it provides a solid foundation for higher-level ITIL 4 certifications.
NEW QUESTION # 116
Which of the following is an example of incident?
- A. A user wants to reset the password of a server
- B. A backup server is being rebooted while services are running on the primary server
- C. A user has requested access to a shared repository
- D. An application is not available during the business hours
Answer: D
NEW QUESTION # 117
Which statement about known errors and problems is CORRECT?
- A. Known errors cause vulnerabilities, problems cause incidents
- B. Known error is the status assigned to a problem after it has been analysed
- C. A known error is the cause of one or more problems
- D. Known errors are managed by technical staff, problems are managed by service management staff
Answer: B
NEW QUESTION # 118
What is an IT asset?
- A. Any component that needs to be managed in order to deliver a service
- B. The removal of anything that could have a direct or indirect effect on services
- C. A request from a user that initiates a service action
- D. Any financially valuable component that can contribute to delivery of an IT product or service
Answer: D
NEW QUESTION # 119
What is 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?
- A. A service
- B. An IT asset
- C. Service management
- D. Continual improvement
Answer: A
NEW QUESTION # 120
Which service level metrics are BEST for measuring user experience?
- A. Metrics linked to defined outcomes
- B. Operational metrics
- C. Metrics for the percentage of uptime of a service
- D. Single system-based metrics
Answer: A
NEW QUESTION # 121
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
- A. value
- B. provision
- C. consumption
- D. management
Answer: C
Explanation:
Explanation
Sponsor: A person who authorizes budget for service consumption; e.g., the Finance Manager
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Sponsor%3A%20A%20person%20
NEW QUESTION # 122
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
- A. Value streams and processes
- B. Partners and suppliers
- C. Information and technology
- D. Organizations and people
Answer: B
NEW QUESTION # 123
Why should some service requests be fulfilled with no additional approvals?
- A. To set user expectations for fulfillment times
- B. To ensure that information security requirements are met
- C. To streamline the fulfillment workflow
- D. To ensure that spending is properly accounted for
Answer: C
NEW QUESTION # 124
Which is a purpose of the 'service desk' practice?
- A. To capture demand for incident resolution and service requests
- B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
- C. To maximize the number of successful IT changes by ensuring risks are properly assessed
- D. To set clear business-based targets for service performance
Answer: A
NEW QUESTION # 125
What is the purpose of the 'information security management1 practice?
- A. To protect the information needed by the organization to conduct its business
- 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 plan and manage the full lifecycle of all IT assets
Answer: A
NEW QUESTION # 126
Which organization delivers output or outcomes of a service?
- A. A service provider delivers outcomes of the service
- B. A service provider delivers outputs of the service
- C. A service consumer delivers outcomes of the service
- D. A service consumer delivers outputs of the service
Answer: B
Explanation:
An output is a tangible or intangible deliverable of an activity, while an outcome is a result for a stakeholder enabled by one or more outputs1. A service provider produces outputs that allow customers to achieve outcomes2. A service consumer utilizes the outputs and benefits from the outcomes2.
NEW QUESTION # 127
Which is an objective of the design coordination process?
- A. To gather and document new service level requirements from the customer
- B. To document the initial structure and relationship between services and customers
- C. To assess and evaluate all changes and their impact on service designs
- D. To produce service design packages and ensure they are handed over to service transition
Answer: D
Explanation:
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NEW QUESTION # 128
A good way to apply the ITIL guiding principle 'focus on value' is to:
- A. Do less tasks but in a better way with higher quality
- B. Understand the whole, but do something
- C. Be aware of system complexity
- D. Understand why services are used by service consumers
Answer: D
Explanation:
The ITIL guiding principle 'focus on value' states that everything an organization does should link back, directly or indirectly, to value for itself, its customers, and other stakeholders1. A good way to apply this principle is to understand why services are used by service consumers, what outcomes they enable, and how they contribute to value creation2. This helps to align the service provider's activities and resources with the needs and preferences of the service consumers3. Reference: ITIL Foundation - ITIL 4 Edition, page 6; ITIL 4 - A Pocket Guide, page 24; ITIL 4 Practice Guide: Focus on Value, page 9.
NEW QUESTION # 129
Which activity is NOT recommended by the 'start where you are' guiding principle?
- A. Applying risk management when considering to introduce new processes
- B. Involving people who are not familiar with a service when observing and assessing its activities
- C. Using source data to avoid any unintentional data distortion found in reports
- D. Discarding existing processes before assessing their usefulness
Answer: D
Explanation:
The 'start where you are' guiding principle advises organizations to observe and understand the current state of affairs before initiating any improvement or change1. This principle also recommends using source data, involving people who know the service, and applying risk management when considering new processes2. However, this principle does not suggest discarding existing processes before assessing their usefulness, as this would be wasteful and potentially harmful3. Reference: ITIL Foundation - ITIL 4 Edition, page 7; ITIL 4 - A Pocket Guide, page 26; ITIL 4 Practice Guide: Start Where You Are, page 9.
NEW QUESTION # 130
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
- A. Service request management
- B. Service level management
- C. Service desk
- D. Supplier Management
Answer: A
Explanation:
In order to be aligned to customer outcomes and expectations, SLM requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers:
Engagement is needed to understand and confirm the actual ongoing needs and requirements of customers, not simply what is interpreted by the service provider or has been agreed several years before. ITIL4 refers to value as being co-created, since it needs the input and validation of customers.
Listening is important as a relationship-building and trust-building activity, to show customers that they are valued and understood. This helps to move the provider away from always being in 'solution mode' and to build new, more constructive partnerships. Each customer is unique, and the service provider must not have a one-size-fits-all approach.
The activities of engaging and listening provide a great opportunity to build improved relationships and to focus on what really needs to be delivered. They also give service delivery staff an experience-based understanding of the day-to-day work that is done with their technology, enabling them to deliver a more business-focused service. When the customer is engaged and listened to, they feel valued and their perception of the service and service management activities improves.
https://www.bmc.com/blogs/itil-service-level-management/
NEW QUESTION # 131
What is NOT within the scope of service catalogue management?
- A. Contribution to the definition of services
- B. Fulfilment of business service requests
- C. Interfaces between all services and supporting services
- D. Interfaces between the service catalogue and service portfolio
Answer: B
NEW QUESTION # 132
Which should be handled by 'service request management'?
- A. A request to change a target in a service level agreement
- B. A request to resolve an error in a service
- C. A request to implement a security patch
- D. A request to provide a laptop
Answer: D
NEW QUESTION # 133
Which guiding principle focuses on reducing costs and human errors?
- A. Collaborate and promote visibility
- B. Think and work holistically
- C. Optimize and automate
- D. Focus and value
Answer: C
NEW QUESTION # 134
Which describes a standard change?
- A. A change that needs to be scheduled, assessed and authorized following a defined process
- B. A change that must be implemented as soon as possible
- 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 # 135
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