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ITIL 4 Foundation Certification Exam is suitable for IT professionals who want to advance their careers in IT service management. It is also ideal for those who want to understand the ITIL 4 framework and how it can be applied in their organizations. Additionally, the certification exam is suitable for IT consultants, business managers, and students who want to enhance their knowledge of IT service management.
NEW QUESTION # 98
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
- A. Service offering
- B. Service provision
- C. Service consumption
- D. Service management
Answer: D
NEW QUESTION # 99
Which term relates to service levels aligned with the needs of service consumers?
- A. Cost
- B. Service management
- C. Utility
- D. Warranty
Answer: D
NEW QUESTION # 100
Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?
- A. Start where you are
- B. Focus on value
- C. Progress iteratively with feedback
- D. Keep is simple and practical
Answer: A
NEW QUESTION # 101
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
- A. Service request management
- B. Change enablement
- C. Service Request management
- D. Incident management
Answer: D
Explanation:
Incident management is typically closely aligned with the service desk, which is the single point of contact for all users communicating with IT. When a service is disrupted or fails to deliver the promised performance during normal service hours, it is essential to restore the service to normal operation as quickly as possible.
https://www.bmc.com/blogs/itil-v3-incident-management/
NEW QUESTION # 102
When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?
- A. Organizations and people
- B. Partners and suppliers
- C. Value streams and processes
- D. Information and technology
Answer: B
Explanation:
Partners and suppliers are one of the four dimensions of service management that influence the effectiveness and efficiency of service delivery1. This dimension covers the relationships that an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and improvement of services2. This dimension also includes the contracts, agreements, and policies that govern these relationships3. Reference: ITIL Foundation - ITIL 4 Edition, page 8; ITIL 4 - A Pocket Guide, page 19; ITIL 4 Practice Guide: Partner and Supplier Management, page 7.
NEW QUESTION # 103
Which statement about outcomes is CORRECT9
- A. An outcome defines the amount of money spent on technology for a service
- B. An outcome depends on at least one output to deliver a result
- C. Outcomes provide assurance to stakeholders on how a service performs
- D. Outcomes enable products to be delivered to a stakeholder
Answer: B
NEW QUESTION # 104
What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?
- A. The production of a detailed CSI plan
- B. An initial baseline assessment
- C. Verifying that improvement targets have been achieved
- D. Understanding priorities for improvement
Answer: C
Explanation:
Explanation
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NEW QUESTION # 105
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.
- A. outcomes
- B. outputs
- C. warranty
- D. utility
Answer: A
NEW QUESTION # 106
Which is a purpose of the 'relationship management' practice?
- A. To protect the information needed by the organization to conduct its business
- B. To be the entry point and single point of contact for the service provider with all of its users
- C. To systematically observe services and service components
- D. To identify, analyze, monitor, and continually improve links with stakeholders
Answer: D
NEW QUESTION # 107
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
- A. Customers
- B. Relationship managers
- C. Developers
- D. Suppliers
Answer: A
Explanation:
Explanation
The first important step is identifying and managing all the stakeholder groups that an organization deals with.
The first and most obvious stakeholder group is the customers, as in service management the organization's main goal is to facilitate customer outcomes. Other examples of stakeholder collaboration include:
Developers working with other internal teams
Suppliers collaborating with the organization
Relationship managers collaborating with service consumers
Customers collaborating with each other
Internal and external suppliers collaborating with each other
The contribution to improvement of each stakeholder group at each level should be understood, as should the most effective methods to engage with them. Depending on the service and the relationship between the service provider and the service consumer, the expectations about the level and type of collaboration can vary significantly. It is important to involve stakeholders, and address their needs at all levels. Determining the type, method, and frequency of such messaging is one of the central activities related to communication.
https://www.bmc.com/blogs/itil-guiding-principles/
NEW QUESTION # 108
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
- A. Service request management
- B. Change enablement
- C. Incident management
- D. Service level management
Answer: D
Explanation:
Explanation
https://www.bmc.com/blogs/itil-service-level-management/
NEW QUESTION # 109
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
- A. Service request management
- B. Change management
The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders of the service provider.
https://www.bmc.com/blogs/itil-incident-management/ - C. Incident management
- D. Service level management
Answer: C
NEW QUESTION # 110
Which is a purpose of the 'service desk' practice?
- A. To set clear business-based targets for service performance
- B. To maximize the number of successful IT changes by ensuring risks are properly assessed
- C. To capture demand for incident resolution and service requests
- D. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
Answer: C
NEW QUESTION # 111
When should a workaround be created?
- A. As soon as possible, once the incident is logged
- B. When a potential permanent solution has been identified
- C. After the resolution of a problem
- D. When a problem cannot be resolved quickly
Answer: D
Explanation:
Reference: https://www.globalknowledge.com/us-en/resources/resource-library/articles/incidents-and- problems-workarounds/
NEW QUESTION # 112
What is a user?
- A. The role that directs and controls an organization
- B. The role that uses services
- C. The role that defines the requirements for a service
- D. The role that authorizes budget for service consumption
Answer: B
Explanation:
A user is a person who uses services on a day-to-day basis. Users are distinct from customers, as some customers do not use the service directly1. Users are one of the key stakeholders in service management2. Reference: ITIL Foundation - ITIL 4 Edition, page 5; ITIL\ 4 - A Pocket Guide, page 18.
NEW QUESTION # 113
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ITIL 4 Foundation exam is a certification that is designed for IT professionals who want to learn more about how ITIL can help them improve their IT service management practices. ITIL stands for Information Technology Infrastructure Library and is a set of best practices for managing IT services.
ITIL 4 Foundation Exam is suitable for individuals who require a basic understanding of the ITIL framework and how it can be used to improve IT service management. This includes IT professionals, business managers, and anyone involved in delivering or managing IT services.
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