ITIL.ITIL-4-Foundation.v2020-05-08.

q35

Exam Code: ITIL-4-Foundation

Exam Name: ITIL 4 Foundation Exam
Certification Provider: ITIL
Free Question Number: 35
Version: v2020-05-08
# of views: 1938
# of Questions views: 41479
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NEW QUESTION: 1
Which is the purpose of the 'monitoring and event management' practice?
A. To minimize the negative impact of incidents by restoring normal service operation as
quickly as possible
B. To systematically observe services and service components, and record and report
selected changes of state
C. To protect the information needed by the organization to conduct its business
D. To ensure that accurate and reliable information about the configuration of services is
available when and where it is needed
Answer: (SHOW ANSWER)

NEW QUESTION: 2
Which describes a standard change?
A. change that must be implemented as soon as possible
B. change that is typically implemented as a service request
C. change that needs to be scheduled, assessed and authorized following a defined
process
D. high-risk change that needs very thorough assessment
Answer: B (LEAVE A REPLY)

NEW QUESTION: 3
What is typically needed to assign complex incidents to support groups?
A. A change schedule
B. The incident category
C. The incident priority
D. A self-help tool
Answer: B (LEAVE A REPLY)
NEW QUESTION: 4
Which statement about service desks is CORRECT?
A. The service desk should escalate all technical issues to support and development
teams
B. The service desk should work in close collaboration with support and development
teams
C. The service desk should remain isolated from technical support teams
D. The service desk should rely on self-service portals instead of escalation to support
teams
Answer: B (LEAVE A REPLY)

NEW QUESTION: 5
Which dimension includes activities and workflows?
A. Information and technology
B. Partners and suppliers
C. Value streams and processes
D. Organizations and people
Answer: C (LEAVE A REPLY)

NEW QUESTION: 6
Which is included in the purpose of the 'design and transition' value chain activity?
A. Supporting services according to specifications
B. Providing transparency and good stakeholder relationships
C. Ensuring that service components are available when needed
D. Continually meeting stakeholder expectations for costs
Answer: (SHOW ANSWER)

NEW QUESTION: 7
Which practice updates information relating to symptoms and business impact?
A. Service request management
B. Change control
C. Service level management
D. Incident management
Answer: D (LEAVE A REPLY)

NEW QUESTION: 8
Which is part of service provision?
A. The management of resources configured to deliver the service
B. The management of resources needed to consume the service
C. The joint activities performed to ensure continual value co-creation
D. The grouping of one or more services based on one or more products
Answer: A (LEAVE A REPLY)

NEW QUESTION: 9
Which describes normal changes?
A. Changes that are typically initiated as service requests
B. Changes that need to be scheduled and assessed following a process
C. Changes that are low-risk and pre-authorized
D. Changes that must be implemented as soon as possible
Answer: B (LEAVE A REPLY)

NEW QUESTION: 10
Which practice owns and manages issues, queries and requests from users?
A. Change control
B. Incident management
C. Problem management
D. Service desk
Answer: D (LEAVE A REPLY)

NEW QUESTION: 11
Which value chain activity ensures the availability of service components?
A. Engage
B. Improve
C. Obtain/build
D. Deliver and support
Answer: C (LEAVE A REPLY)

NEW QUESTION: 12
Which describes a set of defined steps for implementing improvements?
A. The 'continual improvement model'
B. The 'continual improvement register'
C. The 'improve' value chain activity
D. The 'engage' value chain activity
Answer: (SHOW ANSWER)

NEW QUESTION: 13
What should all 'continual improvement' decisions be based on?
A. Accurate and carefully analysed data
B. A recent maturity assessment
C. An up-to-date balanced scorecard
D. Details of how services are measured
Answer: A (LEAVE A REPLY)

NEW QUESTION: 14
Which skill is an essential part of the 'service level management' practice?
A. Listening
B. Technical knowledge
C. Diagnosis
D. Problem analysis
Answer: A (LEAVE A REPLY)

NEW QUESTION: 15
What is 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?
A. An IT asset
B. Service management
C. Continual improvement
D. A service
Answer: D (LEAVE A REPLY)

NEW QUESTION: 16
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where
you are1 guiding principle.
A. process
B. tools
C. measurement
D. plans
Answer: C (LEAVE A REPLY)

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NEW QUESTION: 17
Which is NOT a component of the service value system?
A. The guiding principles
B. The four dimensions of service management
C. Governance
D. Practices
Answer: B (LEAVE A REPLY)

NEW QUESTION: 18
How does categorization of incidents assist the 'incident management' practice?
A. It ensures that incidents are resolved in timescales agreed with the customer
B. It determines how the service provider is perceived
C. It helps direct the incident to the correct support area
D. It determines the priority assigned to the incident
Answer: C (LEAVE A REPLY)

NEW QUESTION: 19
Which describes outcomes?
A. Functionality offered by a product or service
B. Configuration of an organization's resources
C. Tangible or intangible deliverables
D. Results desired by a stakeholder
Answer: (SHOW ANSWER)

NEW QUESTION: 20
Which statement about the steps to fulfill a service request is CORRECT?
A. They should be well-known and proven
B. They should be complex and detailed
C. They should be brief and simple
D. They should include incident handling
Answer: A (LEAVE A REPLY)

NEW QUESTION: 21
What is an output?
A. A possible event that could cause harm or loss
B. A result for a stakeholder
C. Something created by carrying out an activity
D. A change of state that has significance for the management of a configuration item
Answer: (SHOW ANSWER)

NEW QUESTION: 22
Which is a key requirement for a successful service level agreement?
A. It should be written in legal language
B. It should relate to simple operational metrics
C. It should be simply written and easy to understand
D. It should be based on the service provider's view of the service
Answer: C (LEAVE A REPLY)

NEW QUESTION: 23
What defines the requirements for a service and takes responsibility for the outcomes of
service consumption?
A. A customer
B. A user
C. An IT asset
D. A configuration item (CI)
Answer: A (LEAVE A REPLY)

NEW QUESTION: 24
Which activity captures the demand for incident resolution and service requests?
A. Service catalogue management
B. Service desk
C. Problem management
D. Change control
Answer: (SHOW ANSWER)

NEW QUESTION: 25
Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests
A. 1 and 2
B. 3 and 4
C. 1 and 4
D. 2 and 3
Answer: A (LEAVE A REPLY)

NEW QUESTION: 26
What is the starting point for optimization?
A. Understanding the vision and objectives of the organization
B. Determining where the most positive impact would be
C. Standardizing practices and services
D. Securing stakeholder engagement
Answer: A (LEAVE A REPLY)
NEW QUESTION: 27
Which guiding principle recommends using the minimum number of steps necessary to
achieve an objective?
A. Focus on value
B. Progress iteratively with feedback
C. Keep it simple and practical
D. Think and work holistically
Answer: C (LEAVE A REPLY)

NEW QUESTION: 28
Which practice provides a single point of contact for users?
A. Service desk
B. Change control
C. Incident management
D. Service request management
Answer: A (LEAVE A REPLY)

NEW QUESTION: 29
What type of change is MOST likely to be managed by the 'service request management'
practice?
A. An application change
B. A normal change
C. An emergency change
D. A standard change
Answer: D (LEAVE A REPLY)

NEW QUESTION: 30
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. costs
B. performances
C. value
D. users
Answer: (SHOW ANSWER)

NEW QUESTION: 31
Which statement about outcomes is CORRECT?
A. An outcome can be enabled by more than one output
B. Outcomes are how the service performs
C. An output can be enabled by one or more outcomes
D. An outcome is a tangible or intangible activity
Answer: A (LEAVE A REPLY)

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NEW QUESTION: 32
Which practice requires that staff demonstrate excellent customer service skills, such as
empathy and emotional intelligence?
A. Problem management
B. Service desk
C. Supplier management
D. Release management
Answer: B (LEAVE A REPLY)

NEW QUESTION: 33
Which stakeholders co-create value in a service relationship?
A. Provider and supplier
B. Investor and supplier
C. Consumer and provider
D. Investor and consumer
Answer: C (LEAVE A REPLY)

NEW QUESTION: 34
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers
want to achieve, without the customer having to manage specific [?] and risks.
A. costs
B. warranty
C. information
D. utility
Answer: A (LEAVE A REPLY)

NEW QUESTION: 35
What is an event?
A. Cause of one or more incidents
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. The addition, modification, or removal of anything that could have a direct or indirect
effect on services
Answer: B (LEAVE A REPLY)

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