ITIL-4-Foundation PDF Dumps | Dec 11, 2021 Recently Updated Questions
ITIL-4-Foundation Exam Questions – Valid ITIL-4-Foundation Dumps Pdf
ITIL ITIL-4-Foundation Exam Syllabus Topics:
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NEW QUESTION 61
Which is the BEST example of an emergency change?
- A. The implementation of a planned new release of a software application
- B. A scheduled major hardware and software implementation
- C. A low-risk computer upgrade implemented as a service request
- D. The implementation of a security patch to a critical software application
Answer: D
NEW QUESTION 62
When should a full risk assessment and authorization be carried out for a standard change?
- A. When the procedure for the standard change is created
- B. When an emergency change is requested
- C. At least once a year
- D. Each time the standard change is implemented
Answer: A
NEW QUESTION 63
When should a workaround be created?
- A. After the resolution of a problem
- B. As soon as possible, once the incident is logged
- C. When a problem cannot be resolved quickly
- D. When a potential permanent solution has been identified
Answer: C
Explanation:
Explanation/Reference: https://www.globalknowledge.com/us-en/resources/resource-library/articles/incidents-and- problems-workarounds/
NEW QUESTION 64
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
- A. Keep it simple and practical
- B. Focus on value
- C. Think and work holistically
- D. Progress iteratively with feedback
Answer: A
NEW QUESTION 65
What includes governance as a component?
- A. The guiding principles
- B. The service value system
- C. Practices
- D. The service value chain
Answer: B
NEW QUESTION 66
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
- A. Relationship management
- B. Service desk
- C. Service level management
- D. Monitoring and event management
Answer: B
NEW QUESTION 67
Which is a purpose of the 'relationship management' practice?
- A. To systematically observe services and service components
- B. To be the entry point and single point of contact for the service provider with all of its users
- C. To protect the information needed by the organization to conduct its business
- D. To identify, analyze, monitor, and continually improve links with stakeholders
Answer: D
Explanation:
Reference:
https://wiki.process-symphony.com.au/framework/lifecycle/process/relationship-management-itil-4/
NEW QUESTION 68
What is an event?
- A. The addition, modification, or removal of anything that could have a direct or indirect effect on services
- B. Any change of state that has significance for the management of a service or other configuration item
- C. An unplanned interruption to a service or reduction in the quality of a service
- D. Cause of one or more incidents
Answer: B
NEW QUESTION 69
In which case would a problem be logged?
- A. Alter a workaround is identified and documented
- B. After analysis of error information from a supplier
- C. When a user reports an unplanned service interruption
- D. When the cause is identified but not resolved
Answer: D
NEW QUESTION 70
What is a definition of a problem?
- A. Any change of state that has significance for the management of a configuration item (CI)
- B. An incident for which a full resolution is not yet available
- C. A cause, or potential cause, of one or more incidents
- D. An unplanned interruption to a service, or reduction in the quality of a service
Answer: C
Explanation:
Reference: https://www.bmc.com/blogs/itil-problem-management/
NEW QUESTION 71
A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?
- A. Known error
- B. Problem
- C. Event
- D. Incident
Answer: B
NEW QUESTION 72
What is defined as a change of state that has significate for the management of an IT service?
- A. Event
- B. Known error
- C. Problem
- D. Incident
Answer: A
NEW QUESTION 73
Which practice is responsible for moving new or changed components to live or other environments?
- A. Release management
- B. Deployment management
- C. Supplier management
- D. Change enablement
Answer: B
Explanation:
Reference: https://www.sysaid.com/blog/entry/itil-4-practices-whats-new-and-changed
NEW QUESTION 74
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
- A. Engaging every stakeholder group in the same way, with the same communication.
- B. Increasing collaboration and visibility for the improvement.
- C. Involving customers after all planning has been completed.
- D. Restricting information about the improvement to essential stakeholders only.
Answer: C
Explanation:
Reference: https://www.sysaid.com/blog/entry/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you- make-decisions
NEW QUESTION 75
Which is the correct combination of items that makes up an IT service?
- A. Information technology, people and processes
- B. Information technology, networks and people
- C. People, processes and customers
- D. Customers, providers and documents
Answer: A
NEW QUESTION 76
In service relationships, what is a benefit of identifying consumer roles?
- A. It enables effective stakeholder management
- B. It removes constraints from the customer
- C. It provides shared service expectations
- D. It enables a common definition of value
Answer: A
NEW QUESTION 77
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
- A. Specialist teams
- B. Third party support
- C. Immediate escalation
- D. A separate process
Answer: D
NEW QUESTION 78
Which statement about outcomes is CORRECT?
- A. Outcomes use activities to produce tangible or intangible deliverables.
- B. Outcomes rely on outputs to deliver results for a stakeholder.
- C. Outcomes gives service consumers assurance of products or services
- D. Outcomes help a service consumers to assess the cost of a specific activity
Answer: B
NEW QUESTION 79
How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions
- A. 1 and 2
- B. 3 and 4
- C. 2 and 3
- D. 1 and 4
Answer: D
NEW QUESTION 80
What is the CORRECT definition of service management?
- A. A set of specialized organizational capabilities for delivering value to customers in the form of services
- B. A set of specialized assets for transitioning services into the live operational environment
- 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: A
NEW QUESTION 81
Which statement about problems is CORRECT?
- A. Problem prioritization involves risk assessment.
- B. Problems must be resolved quickly in order to restore normal business activity.
- C. Problems are not related to incidents.
- D. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
Answer: B
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-problem-management/
NEW QUESTION 82
How does a service consumer contribute to the reduction of disk?
- A. By managing staff availability
- B. By managing server hardware
- C. By paying for the service
- D. By communicating constraints
Answer: D
NEW QUESTION 83
Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.
- A. Service provider
- B. Customer
- C. Supplier
- D. Service consumer
Answer: A
NEW QUESTION 84
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
- A. A standard change
- B. A normal change
- C. A change model
- D. An emergency change
Answer: A
NEW QUESTION 85
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