Real ITIL-4-Foundation Exam Questions are the Best Preparation Material
Practice on 2023 LATEST ITIL-4-Foundation Exam Updated 505 Questions
ITIL 4 Foundation Certification Exam covers a broad range of topics, which includes the service value system, service management practices, key concepts of service management, and the four dimensions of service management. It also covers the different types of IT services, such as technical management, service desk management, incident management, and problem management. ITIL-4-Foundation exam is designed to enhance the skills and knowledge of professionals who work in IT service management and help them to deliver high-quality IT services to their organizations.
NEW QUESTION # 140
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
- A. Service desk
- B. Problem management
- C. Service configuration management
- D. Deployment management
Answer: A
NEW QUESTION # 141
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
- A. Supporting services view
- B. Retail customer view
- C. Service-based SLA view
- D. Wholesale customer view
Answer: A
NEW QUESTION # 142
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. measured
- B. defined
- C. rewarded
- D. managed
Answer: D
Explanation:
Reference: https://www.bmc.com/blogs/itil-management-practices/
NEW QUESTION # 143
What is a recommendation of the 'focus on value' guiding principle?
- A. Focus on value for the service provider first
- B. Focus on value at every step of the improvement
- C. Make 'focus on value' a responsibility of the management
- D. Focus on the value of new and significant projects first
Answer: B
NEW QUESTION # 144
Which describes a set of defined steps for implementing improvements?
- A. The 'continual improvement register'
- B. The 'improve' value chain activity
- C. The 'continual improvement model'
- D. The 'engage' value chain activity
Answer: C
NEW QUESTION # 145
Which statement about IT service management is CORRECT?
- A. It is performed by the service desk using a mix of people, process and technology
- B. It is performed by IT service providers using a mix of suppliers and their products
- C. It is performed by IT service providers using a mix of people, process and technology
- D. It is performed by customers using a mix of IT systems, services and processes
Answer: C
NEW QUESTION # 146
What is a service?
- A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
- B. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings
- C. A tangible or intangible deliverable of an activity
- D. 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
Answer: D
Explanation:
Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/
NEW QUESTION # 147
Which statement about outcomes is CORRECT?
- A. Helping service consumers achieve outcomes reduces service provider costs
- B. Outcomes help service consumers achieve outputs
- C. Service providers help service consumers achieve outcomes
- D. Outcomes are one or more services that fulfil the needs of a service consumer
Answer: C
NEW QUESTION # 148
What helps diagnose and resolve a simple incident?
- A. Problem prioritization
- B. The use of scripts
- C. Rapid escalation
- D. Formation of a temporary team
Answer: B
NEW QUESTION # 149
Which action is performed by a service provider?
- A. Receiving of the agreed goods
- B. Authorizing budget for service consumption
- C. Requesting required service actions
- D. Ensuring access to agreed resources
Answer: D
NEW QUESTION # 150
What can a change schedule be used for?
- A. Speeding up the planning and authorization of emergency changes
- B. Tracking and managing improvement ideas from identification through to final action
- C. Providing a way to initiate normal changes
- D. Providing information about deployed changes to help manage incidents and problems.
Answer: D
Explanation:
The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources. It can also be used after changes have been deployed to provide information needed for incident management, problem management, and improvement planning
https://www.bmc.com/blogs/itil-change-enablement/#:~:text=The%20change%20schedule%20is%20used,problem%20management%2C%20and%20improvement%20planning.
NEW QUESTION # 151
Which statement about the 'continual improvement model' is CORRECT?
- A. Organizations should work through the steps of the model in the sequence in which they are presented
- B. The model is applicable to only certain parts of the service value system
- C. The low of the model helps organizations to link improvements to its goals
- D. Organizations should use an additional model or method to link improvements to customer value
Answer: A
NEW QUESTION # 152
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
- A. Incident management
- B. Supplier management
- C. Problem management
- D. Deployment management
Answer: A
NEW QUESTION # 153
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
- A. Developers
- B. Suppliers
- C. Relationship managers
- D. Customers
Answer: D
NEW QUESTION # 154
Which dimension considers the application of artificial intelligence to service management?
- A. Organizations and people
- B. Value streams and processes
- C. Partners and suppliers
- D. Information and technology
Answer: D
NEW QUESTION # 155
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. utility
- B. warranty
- C. outcomes
- D. outputs
Answer: C
NEW QUESTION # 156
Which is a use of the change schedule?
- A. Automating the change process
- B. Creating change models
- C. Deciding the approval authority for changes
- D. Assigning resources to changes
Answer: D
Explanation:
Reference: https://www.bmc.com/blogs/itil-change-enablement/
NEW QUESTION # 157
Which statement about the 'incident management' practice is CORRECT?
- A. It identifies the cause of major incidents.
- B. It authorizes changes to resolve incidents.
- C. It maintains detailed procedures for diagnosing incidents.
- D. It resolves the highest impact incidents first.
Answer: D
Explanation:
Reference: https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION # 158
How is a continual improvement register used?
- A. To record requests for provision of a resource or service
- B. To provide a structured approach to implementing improvements
- C. To authorize changes to implement improvement initiatives
- D. To organize past, present, and future improvement ideas
Answer: B
Explanation:
Explanation
The ITIL continual improvement model, which provides organizations with a structured approach to implementing improvements
https://www.bmc.com/blogs/itil-continual-improvement/
NEW QUESTION # 159
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
- A. Understanding the current state and identifying what can be reused
- B. Understanding the customer's perception of value
- C. Standardization of practices and services
- D. The ability to discover and respond to failure earlier
Answer: D
NEW QUESTION # 160
What is the difference between the 'incident management' and 'service desk' practices?
- A. Incident management restores service operation, service desk provides communication with users
- B. incident management resolves complex issues, service desk resolve simpler issues.
- C. incident management manages interruptions to service desk monitors achieved service quality
- D. incident management resolves issues, service desk investigates the underlying causes of issues
Answer: A
Explanation:
Explanation
A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as "how do I do X?").
https://www.atlassian.com/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm#:~:text=A%20h
NEW QUESTION # 161
Which is the definition of an IT asset?
- A. Any request from a user that is a normal part of service delivery
- B. Any component that needs to be managed to deliver a service
- C. Any change of state that has significance for the management of a service
- D. Any financially valuable component that contributes to a service
Answer: D
Explanation:
IT asset is any financially valuable component that can contribute to the delivery of an IT product or service. The scope of IT asset management typically includes all software, hardware, networking, cloud services, and client devices
https://wiki.process-symphony.com.au/framework/lifecycle/process/it-asset-management-itil-4/#:~:text=IT%20asset%20is%20any%20financially,cloud%20services%2C%20and%20client%20devices.
NEW QUESTION # 162
When planning 'continual improvement', which approach for assessing the current state of a service is
CORRECT?
- A. An organization should always use a single technique to ensure metrics are consistent
- B. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
- C. An organization should always develop competencies in methodologies and techniques that will meet
their
needs - D. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
Answer: C
NEW QUESTION # 163
Which is a key requirement for successful service level agreements (SLAs)?
- A. They should be based on system-based metrics which are useful to the service provider
- B. They should avoid ambiguous targets such as those relating to user experience
- C. They should be written using language and terms v/hich all parties will understand
- D. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
Answer: C
NEW QUESTION # 164
Which is described by the 'organizations and people' dimension of service management?
- A. Inputs and outputs
- B. Communication and collaboration
- C. Workflows and controls
- D. Contracts and agreement
Answer: B
Explanation:
The organizations and people dimension sets out the people aspects of service management to be considered when designing, operating and changing service offerings. People include employees, managers, executives, customers, supplier employees, or anybody else who is involved in the creation or consumption of services.
https://assyst.ifs.com/blog/what-are-the-four-dimensions-of-itil-4
NEW QUESTION # 165
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To prepare for the ITIL 4 Foundation Exam, candidates can attend training courses offered by accredited training providers or study independently using the ITIL 4 Foundation publication. ITIL-4-Foundation exam is a multiple-choice exam consisting of 40 questions and has a pass mark of 65%. ITIL-4-Foundation exam can be taken in a proctored or online format.
ITIL-4-Foundation (ITIL 4 Foundation) Certification Exam is a valuable certification for anyone looking to enhance their career prospects in the IT industry. It provides a fundamental understanding of the key concepts and elements of ITIL 4 and demonstrates a candidate’s ability to apply this knowledge in a practical setting. Obtaining the certification can open up job opportunities in IT service management, IT operations, and IT governance.
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