[Oct 13, 2023] ITIL-4-Foundation certification guide Q&A from Training Expert Prep4sures
ITIL-4-Foundation Certification Overview Latest ITIL-4-Foundation PDF Dumps
NEW QUESTION # 112
Which is a purpose of the 'service desk' practice?
- A. To support the agreed quality of a service by handling all pre-defined, user-initiated service requests
- B. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
- C. To be the entry point and single point of contact for the service provider with all of its users
- D. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
Answer: C
NEW QUESTION # 113
For which purpose would the continual improvement practice use a SWOT analysis?
- A. Understanding the current state
- B. Ensuring everyone actively participates
- C. Defining the future desired state
- D. Tracking and managing ideas
Answer: A
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 # 114
For which purpose would the continual improvement practice use a SWOT analysis?
- A. Understanding the current state
- B. Ensuring everyone actively participates
- C. Defining the future desired state
- D. Tracking and managing ideas
Answer: A
Explanation:
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-Imp
NEW QUESTION # 115
Which is part of the value proposition of a service?
- A. Costs imposed on the consumer by the service
- B. Risks imposed on the consumer by the service
- C. Costs removed from the consumer by the service
- D. Outputs of the service received by the consumer
Answer: C
Explanation:
Costs are the amount of money spent on a specific activity or resource. From the service consumer's perspective, there are two types of cost involved in service relationships:
Costs removed from the consumer by the service (a part of the value proposition). For example, for a car sharing service, the customer does not pay for the actual cost of purchasing the car.
https://www.bmc.com/blogs/itil-key-concepts-service-management/
NEW QUESTION # 116
Which of the following is included in the purpose of the 'continual improvement' printer?
- A. The restoration of normal service operation as quickly as possible
- B. The establishment of Inks between the organization and its stakeholders at strategic and tactical levels
- C. The alignment of the organization's practices and services with changing business needs
- D. The reduction of the likelihood and impact of incidents
Answer: C
NEW QUESTION # 117
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
- A. revised processes
- B. additional measurements
- C. new methods
- D. existing information
Answer: D
NEW QUESTION # 118
Which is NOT a component of the service value system?
- A. The guiding principles
- B. The four dimensions of service management
- C. Practices
- D. Governance
Answer: B
NEW QUESTION # 119
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
- A. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
- B. Each iteration should be designed before starting the initiative and implemented without feedback
- C. Each iteration should be continually re-evaluated based on feedback
- D. Feedback should only be taken into account when one iteration fails to meet its objective
Answer: C
NEW QUESTION # 120
Which statement about the known error database (KEDB) is CORRECT?
- A. It is maintained by incident management and contains solutions to be implemented by problem management
- B. It is maintained by the service desk and updated with the details of each new incident
- C. It is maintained by problem management and is used by the service desk to help resolve incidents
- D. It is a part of the configuration management database (CMDB) and contains workarounds
Answer: C
NEW QUESTION # 121
Which statement about a service value stream is CORRECT?
- A. It provides an operating model for service providers
- B. It is a service value chain activity
- C. it uses inputs and outputs prescribed by ITIL
- D. It integrates practices for a specific scenario
Answer: D
NEW QUESTION # 122
Which does the ITIL service value system discourage?
- A. Organizational silos
- B. Coordinated authorities and responsibilities
- C. Interfaces among practices
- D. Organizational agility
Answer: A
Explanation:
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 # 123
Which of the following is the MOST important for effective incident management?
- A. Balanced scorecard review
- B. A variety of access channels
- C. Collaboration tools and techniques
- D. Automated pipelines
Answer: C
Explanation:
Explanation
Effective incident management often requires a high level of collaboration within and between teams as this can facilitate information-sharing and learning, as well as helping to solve the incident more efficiently and effectively. There may also be a need for good collaboration tools so that people working on an incident can work together effectively. One technique that takes advantage of collaboration is termed swarming. This brings many different stakeholders together to work on the issue. Management of incidents may require frequent interaction with third party suppliers, and routine management of this aspect of supplier contracts is often part of the incident management practice.
https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION # 124
Why should a service level agreement include bundles of metrics?
- A. To help focus on business outcomes, rather than operational result.
- B. To reduce the number of metrics that need to be measured and reported
- C. To ensure that the service levels have been agreed with customers
- D. To ensure that all services are included in the service reports
Answer: A
Explanation:
Explanation
Individual metrics without a specified service context are unhelpful. They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20(SLA
NEW QUESTION # 125
How can a service consumer contnbute to the reduction of nsk?
- A. By ensuring that the service provider's resources are correctly configured
- B. By fully understanding then own requirements for the service
- C. By managing the detailed level of risk on behalf of the service provider
- D. By providing the service in accordance with requirements
Answer: B
NEW QUESTION # 126
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.
- A. relationships with suppliers
- B. authorization of changes
- C. configuration of services
- D. skills of people
Answer: C
NEW QUESTION # 127
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 ensure that the organization's suppliers and their performance are managed appropriately
- D. To establish and nurture the links between the organization and its stakeholders
Answer: A
NEW QUESTION # 128
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?
- A. Service value chain
- B. Practices
- C. Continual improvement
- D. Guiding principles
Answer: C
NEW QUESTION # 129
Which activity is NOT recommended by the start where you are' guiding principle?
- A. Involving people who are not familiar with a service when observing and assessing its activities
- B. Using source data to avoid any unintentional data distortion found in reports
- C. Discarding existing processes before assessing their usefulness
- D. Applying risk management when considering to introduce new processes
Answer: C
Explanation:
Don't start from scratch and build something new without considering what you already have. It's almost always better to improve what you currently have than to throw it all away and start again, although you must also be able to recognise when a complete replacement is, in fact, needed.
Not only is this approach less wasteful than starting from scratch - because it preserves value that you already have - but it also helps you to keep your people on board. They're much more likely to support the changes you need if their previous contributions have been appropriately valued.
Don't rely on metrics and reports to tell you what the current situation is. When you carry out an assessment you should observe what is happening for yourself, and just use the metrics to support your observations.
https://www.sysaid.com/blog/itil/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions
NEW QUESTION # 130
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
- A. IT asset management
- B. Service level management
- C. Monitoring and event management
- D. Incident management
Answer: B
NEW QUESTION # 131
Which role approves the cost of services?
- A. User
- B. Customer
- C. Sponsor
- D. Change authority
Answer: C
NEW QUESTION # 132
What is the purpose of the 'deployment management' practice?
- A. To plan and manage the full lifecycle of all IT assets.
- B. To protect the information needed by the organization to conduct its business
- C. To make new and changed services and features available for use
- D. To move new or changed components to live environments
Answer: D
NEW QUESTION # 133
Which Practice includes management of workarounds and known errors?
- A. Service configuration management
- B. Problem management
- C. Monitoring and event management
- D. Incident management
Answer: B
Explanation:
What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are managed:
Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.
NEW QUESTION # 134
Which practice has a purpose that includes managing authentication and non-repudation?
- A. Change enablement
- B. IT Asset Management
- C. Information security management
- D. Service Configuration management
Answer: C
Explanation:
Explanation
Nonrepudiation provides an assurance that the sender of data is provided with proof of delivery and the recipient is provided with proof of the sender's identity, so neither can later deny having processed the data.
Further, this concept can apply to any activity, not just the sending and receiving of data; in a more general sense, it is a mechanism to prove that an activity was performed and by whom. Nonrepudiation is typically comprised of authentication, auditing/logging, and cryptography services.
https://www.sciencedirect.com/topics/computer-science/nonrepudiation
NEW QUESTION # 135
Which is one of the five aspects of service design?
- A. Management information systems and tools
- B. Corporate governance and policy
- C. Management policy for business case creation
- D. Risk analysis and management approach
Answer: A
NEW QUESTION # 136
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