Accurate Hot Selling ITIL-4-Foundation Exam Dumps 2023 Newly Released
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ITIL 4 Foundation exam is a valuable certification for any IT professional who wants to improve their knowledge of IT service management and demonstrate their understanding of the key concepts and principles of ITIL. With this certification, candidates can enhance their career prospects and become more valuable to their organization.
NEW QUESTION # 162
Which is the BEST type of resource for investigating complex incidents?
- A. Disaster recovery plans
- B. Knowledgeable support staff
- C. Detailed work instructions
- D. Self-help systems
Answer: B
NEW QUESTION # 163
Which guiding principle discourages 'silo activity'?
- A. Start where you are
- B. Collaborate and promote visibility
- C. Keep it simple and practical
- D. Focus on value
Answer: B
NEW QUESTION # 164
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
- A. provision
- B. value
- C. management
- D. consumption
Answer: D
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%20who%20authorizes,%3B%20e.g.%2C%20the%20Finance%20Manager.
NEW QUESTION # 165
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. Incident management
- C. Change enablement
- D. Service Request management
Answer: B
Explanation:
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 # 166
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
- A. Relationship management
- B. Service level management
- C. Service configuration management
- D. Continual improvement
Answer: D
NEW QUESTION # 167
What is a problem that has been analysed but has not been resolved?
- A. Workaround
- B. Incident
- C. Event
- D. Known error
Answer: D
NEW QUESTION # 168
Which practice's purpose includes creating closer more collaborative relationships?
- A. Service configuration management
- B. Supplier management
- C. Release management
- D. Information security management
Answer: B
NEW QUESTION # 169
Which is a description of service provision?
- A. Activities that an organization performs to deliver services
- B. Cooperation between two organizations to ensure that a service delivers value
- C. A formal description of one or more services, designed to address the needs of a service consumer
- D. A way to help create value by facilitating outcomes that service consumers need
Answer: A
Explanation:
The ITIL SVS describes how all the components and activities of the organization work together as a system to enable value creation.
The SVS is made up of specific inputs, elements, and outputs relevant to service management. The key inputs to the SVS are opportunity and demand. The output of the SVS is value delivered by products and services.
Opportunity refers to options or possibilities to add value for stakeholders or otherwise improve the organization.
Demand refers to need or desire for products and services among internal and external consumers.
https://www.bmc.com/blogs/itil-service-value-system/
NEW QUESTION # 170
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
- A. Service level management
- B. Service request management
- C. Incident management
- D. 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/
Answer: C
NEW QUESTION # 171
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.
- A. Change authority
- B. Problem analyst
- C. Service desk agent
- D. Service level manager
Answer: C
NEW QUESTION # 172
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
- A. Service level management
- B. Incident management
- C. Problem management
- D. Service request management
Answer: D
Explanation:
Explanation
A service request is defined as a request from a user or a user's authorized representative that initiates a service action which has been agreed as a normal part of service delivery.
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:
Service requests and their fulfilment should be standardized and automated to the greatest degree possible.
Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.
The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.
Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take advantage of automation.
https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION # 173
Which statement about outcomes is CORRECT?
- A. Outcomes help service consumers achieve outputs
- B. Outcomes are one or more services that fulfil the needs of a service consumer
- C. Helping service consumers achieve outcomes reduces service provider costs
- D. Service providers help service consumers achieve outcomes
Answer: D
NEW QUESTION # 174
Why should a service level agreement include bundles of metrics?
- A. To help focus on business outcomes, rather than operational result.
- B. To ensure that all services are included in the service reports
- C. To reduce the number of metrics that need to be measured and reported
- D. To ensure that the service levels have been agreed with customers
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 # 175
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 [?]
are managed appropriately to support the seamless provision of quality products and services.
- A. users
- B. performances
- C. value
- D. costs
Answer: B
NEW QUESTION # 176
How should automation be implemented?
- A. By replacing human intervention wherever possible
- B. By optimizing as much as possible first
- C. By replacing the existing tools first
- D. By initially concentrating on the most complex tasks
Answer: A
NEW QUESTION # 177
Which statement about problems is CORRECT?
- A. Problem prioritization involves risk assessment.
- B. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
- C. Problems are not related to incidents.
- D. Problems must be resolved quickly in order to restore normal business activity.
Answer: A
Explanation:
Reference: https://www.bmc.com/blogs/itil-problem-management/
NEW QUESTION # 178
What type of change is MOST likely to be managed by the 'service request management' practice?
- A. An emergency change
- B. A normal change
- C. A standard change
- D. An application change
Answer: C
NEW QUESTION # 179
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
- A. Operational metrics
- B. Customer engagement
- C. Business metrics
- D. Customer feedback
Answer: B
NEW QUESTION # 180
What is the purpose of the 'incident management' 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 support the agreed service quality by effective handling of all agreed user-initiated service requests
- D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Answer: D
NEW QUESTION # 181
What is the starting point for optimization?
- A. Determining where the most positive impact would be
- B. Securing stakeholder engagement
- C. Understanding the vision and objectives of the organization
- D. Standardizing practices and services
Answer: C
NEW QUESTION # 182
Which is part of the 'focus on value' guiding principle?
- A. Understanding what services help the service consumer
- B. Assessing services to identify parts that can be reused
- C. Reducing the number of steps in the customer experience
- D. Identifying activities that can be achieved in smaller iterations
Answer: A
NEW QUESTION # 183
Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?
- A. Defining the improvement plan
- B. Understanding the business mission
- C. Performing baseline assessments
- D. Executing improvement actions
Answer: C
NEW QUESTION # 184
What is the CORRECT definition of service management?
- A. A set of specialized assets for transitioning services into the live operational environment
- B. A set of specialized organizational capabilities for delivering value to customers in the form of services
- C. The capability of supplier to deliver services to providers in exchange for money
- D. The capability of service providers to minimize their costs without reducing the value of the services
Answer: B
NEW QUESTION # 185
Which term is used to describe removing something that could have an effect on a service?
- A. A problem
- B. An IT asset
- C. A change
- D. An incident
Answer: C
Explanation:
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services
https://www.bmc.com/blogs/itil-change-enablement/#:~:text=A%20change%20is%20defined%20as,or%20indirect%20effect%20on%20services.
NEW QUESTION # 186
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