ITIL.ITIL-4-Foundation.v2020-06-10.

q78

Exam Code: ITIL-4-Foundation

Exam Name: ITIL 4 Foundation Exam
Certification Provider: ITIL
Free Question Number: 78
Version: v2020-06-10
# of views: 2958
# of Questions views: 97576
https://www.freecram.com/torrent/ITIL.ITIL-4-Foundation.v2020-06-10.q78.html

NEW QUESTION: 1
What does the 'service request management' practice depend on for maximum efficiency?
A. Self-service tools
B. Processes and procedures
C. Incident management
D. Compliments and complaints
Answer: B (LEAVE A REPLY)

NEW QUESTION: 2
What do customer perceptions and business outcomes help to define?
A. Service metrics
B. Key performance indicators (KPIs)
C. The value of a service
D. The total cost of a service
Answer: C (LEAVE A REPLY)

NEW QUESTION: 3
Which guiding principle helps to ensure that each improvement effort has more focus and
is easier to maintain?
A. Start where you are
B. Collaborate and promote visibility
C. Think and work holistically
D. Progress iteratively with feedback
Answer: D (LEAVE A REPLY)

NEW QUESTION: 4
How does information about problems and known errors contribute to 'incident
management'?
A. It enables the reassessment of known erros
B. It removes the need for regular customer updates
C. It enables quick and efficient diagnosis of incidents
D. It removes the need for collaboration during incident resolution
Answer: C (LEAVE A REPLY)

NEW QUESTION: 5
Which statement about change authorization is CORRECT?
A. The authorization of normal changes should be expedited to ensure they can be
implemented quickly
B. Centralizing change authorization to a single person is the most effective means of
authorization
C. Standard changes are high risk and should be authorized by the highest level of change
authority
D. A change authority should be assigned to each type of change and change model
Answer: D (LEAVE A REPLY)

NEW QUESTION: 6
Which is a key requirement for a successful service level agreement?
A. It should relate to simple operational metrics
B. It should be based on the service provider's view of the service
C. It should be written in legal language
D. It should be simply written and easy to understand
Answer: D (LEAVE A REPLY)

NEW QUESTION: 7
What are the three phases of 'problem management'?
A. Problem identification, problem control, error control
B. Problem analysis, error identification, incident resolution
C. Incident management, problem management, change control
D. Problem logging, problem classification, problem resolution
Answer: A (LEAVE A REPLY)

NEW QUESTION: 8
Which statement about the known error database (KEDB) is CORRECT?
A. It is a part of the configuration management database (CMDB) and contains
workarounds
B. It is maintained by incident management and contains solutions to be implemented by
problem management
C. It is maintained by problem management and is used by the service desk to help
resolve incidents
D. It is maintained by the service desk and updated with the details of each new incident
Answer: C (LEAVE A REPLY)

NEW QUESTION: 9
Which practice identifies metrics that reflect a customer experience of a service?
A. Service level management
B. Continual improvement
C. Service desk
D. Problem management
Answer: A (LEAVE A REPLY)

NEW QUESTION: 10
How should automation be implemented?
A. By optimizing as much as possible first
B. By replacing the existing tools first
C. By initially concentrating on the most complex tasks
D. By replacing human intervention wherever possible
Answer: D (LEAVE A REPLY)

NEW QUESTION: 11
What is an output?
A. A change of state that has significance for the management of a configuration item
B. A result for a stakeholder
C. Something created by carrying out an activity
D. A possible event that could cause harm or loss
Answer: C (LEAVE A REPLY)

NEW QUESTION: 12
Which practice would help a user gain access to an application that they need to use?
A. Service level management
B. Service request management
C. Change enablement
D. Service configuration management
Answer: C (LEAVE A REPLY)

NEW QUESTION: 13
Which guiding principle considers the importance of customer loyalty?
A. Optimize and automate
B. Focus on value
C. Start where you are
D. Progress iteratively with feedback
Answer: B (LEAVE A REPLY)

NEW QUESTION: 14
Which statement about the 'change enablement' practice is CORRECT?
A. Assessment and authorization of normal changes should be expedited to ensure they
can be implemented quickly
B. There should be a separate change authority for standard changes which includes
senior managers who understand the risks involved
C. Normal changes are triggered by the creation of a change request which can be created
manually or automated
D. Standard changes are those that need to be scheduled, assessed and authorized
following a standard process
Answer: C (LEAVE A REPLY)

NEW QUESTION: 15
Which practice makes new services available for use?
A. Deployment management
B. IT asset management
C. Release management
D. Change enablement
Answer: C (LEAVE A REPLY)

NEW QUESTION: 16
Which dimension of service management considers governance, management, and
communication?
A. Value streams and processes
B. Organizations and people
C. Partners and suppliers
D. Information and technology
Answer: B (LEAVE A REPLY)

Valid ITIL-4-Foundation Dumps shared by Fast2test.com for Helping Passing ITIL-4-

Foundation Exam! Fast2test.com now offer the newest ITIL-4-Foundation exam
dumps, the Fast2test.com ITIL-4-Foundation exam questions have been updated
and answers have been corrected get the newest Fast2test.com ITIL-4-Foundation
 dumps with Test Engine here: https://www.fast2test.com/ITIL-4-Foundation-premium-
file.html (430 Q&As Dumps, 30%OFF Special Discount: freecram)

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

NEW QUESTION: 18
Which is a key consideration for the guiding principle 'keep it simple and practical'?
A. Try to create a solution for every exception
B. Ignore the conflicting objectives of different stakeholders
C. Understand how each element contributes to value creation
D. Start with a complex solution, then simplify
Answer: C (LEAVE A REPLY)

NEW QUESTION: 19
What are the ITIL guiding principles used for?
A. To ensure that an organization's performance continually meets stakeholders'
expectations
B. To direct and control an organization
C. To help an organization make good decisions
D. To identify activities that an organization must perform in order to deliver a valuable
service
Answer: (SHOW ANSWER)

NEW QUESTION: 20
What is the CORRECT definition of service management?
A. The capability of supplier to deliver services to providers in exchange for money
B. A set of specialized organizational capabilities for delivering value to customers in the
form of services
C. A set of specialized assets for transitioning services into the live operational
environment
D. The capability of service providers to minimize their costs without reducing the value of
the services
Answer: B (LEAVE A REPLY)

NEW QUESTION: 21
Which is a purpose of the 'service level management' practice?
A. To set clear business-based targets for service levels
B. To establish and nurture the links between the organization and its stakeholders
C. To ensure that the organization's suppliers and their performance are managed
appropriately
D. To support the agreed quality of a service handling all agreed, user-initiated service
requests
Answer: A (LEAVE A REPLY)

NEW QUESTION: 22
Which dimension includes a workflow management system?
A. Information and technology
B. Organizations and people
C. Partners and suppliers
D. Value streams and processes
Answer: D (LEAVE A REPLY)

NEW QUESTION: 23
What is the purpose of problem management?
A. Reduces the likelihood and impact of incidents
B. Determines how the service provider is perceived
C. Helps direct the incident to the correct support area
D. Ensures services are restored as soon as possible
Answer: A (LEAVE A REPLY)

NEW QUESTION: 24
What can be used to help determine the impact level of a problem?
A. Standard operating procedures (SOP)
B. Statement of requirements (SOR)
C. Configuration management system (CMS)
D. Definitive media library (DML)
Answer: (SHOW ANSWER)

NEW QUESTION: 25
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. performances
B. users
C. value
D. costs
Answer: A (LEAVE A REPLY)

NEW QUESTION: 26
Which practice owns and manages issues, queries and requests from users?
A. Incident management
B. Service desk
C. Problem management
D. Change control
Answer: B (LEAVE A REPLY)

NEW QUESTION: 27
What is an event?
A. The addition, modification, or removal of anything that could have a direct or indirect
effect on services
B. Cause of one or more incidents
C. Any change of state that has significance for the management of a service or other
configuration item
D. An unplanned interruption to a service or reduction in the quality of a service
Answer: C (LEAVE A REPLY)

NEW QUESTION: 28
Which is the correct combination of items that makes up an IT service?
A. Information technology, people and processes
B. People, processes and customers
C. Information technology, networks and people
D. Customers, providers and documents
Answer: A (LEAVE A REPLY)

NEW QUESTION: 29
Which statement about emergency changes is CORRECT?
A. The testing of emergency can be eliminated in order to implement the change quickly
B. The assessment and authorization of emergency changes is expedited to ensure they
can be implemented quickly
C. Emergency changes should be authorized and implemented as service requests
D. Emergency changes must be fully documented before authorization and implementation
Answer: (SHOW ANSWER)

NEW QUESTION: 30
What is the purpose of service level management?
A. To establish and nurture the links between the organization and its stakeholders at
strategic and tactical levels.
B. To ensure that all current and planned IT services are delivered to agreed achievable
targets.
C. To track and manage improvement ideas from identification to final action, organizations
use a database or structured document called a continual improvement register (CIR).
D. To obtain/build activity that ensures the service components are available when and
where they are needed and meet agreed specifications.
Answer: B (LEAVE A REPLY)

NEW QUESTION: 31
Which process works with incident management to ensure that security breaches are
detected and logged?
A. Service level management
B. Change management
C. Access management
D. Continual service improvement
Answer: (SHOW ANSWER)

Valid ITIL-4-Foundation Dumps shared by Fast2test.com for Helping Passing ITIL-4-

Foundation Exam! Fast2test.com now offer the newest ITIL-4-Foundation exam
dumps, the Fast2test.com ITIL-4-Foundation exam questions have been updated
and answers have been corrected get the newest Fast2test.com ITIL-4-Foundation
dumps with Test Engine here: https://www.fast2test.com/ITIL-4-Foundation-premium-
file.html (430 Q&As Dumps, 30%OFF Special Discount: freecram)

NEW QUESTION: 32
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. warranty
B. information
C. utility
D. costs
Answer: D (LEAVE A REPLY)

NEW QUESTION: 33
Which term is used to describe the prediction and control of income and expenditure within
an organization?
A. Budgeting
B. Governance
C. Charging
D. Accounting
Answer: A (LEAVE A REPLY)

NEW QUESTION: 34
Which activity is part of the 'continual improvement' practice?
A. Identifying and logging opportunities
B. Populating and maintaining the asset register
C. Providing a clear path for users to report issues, queries, and requests
D. Delivering tactical and operational engagement with customers
Answer: A (LEAVE A REPLY)

NEW QUESTION: 35
What is warranty?
A. The amount of money spent on a specific activity or resource
B. The functionality offered by a product or service to meet a particular need
C. Assurance that a product or service will meet agreed requirements
D. The perceived benefits, usefulness and importance of something
Answer: C (LEAVE A REPLY)

NEW QUESTION: 36
Which is the purpose of the 'monitoring and event management' practice?
A. To ensure that accurate and reliable information about the configuration of services is
available when and where it is needed
B. To minimize the negative impact of incidents by restoring normal service operation as
quickly as possible
C. To systematically observe services and service components, and record and report
selected changes of state
D. To protect the information needed by the organization to conduct its business
Answer: C (LEAVE A REPLY)

NEW QUESTION: 37
Which gives a user access to a system?
A. Service provision
B. Service requirement
C. Service consumption
D. Service agreement
Answer: A (LEAVE A REPLY)
NEW QUESTION: 38
What is NOT within the scope of service catalogue management?
A. Interfaces between the service catalogue and service portfolio
B. Fulfilment of business service requests
C. Contribution to the definition of services
D. Interfaces between all services and supporting services
Answer: B (LEAVE A REPLY)

NEW QUESTION: 39
When should the effectiveness of a problem workaround be assessed?
A. Whenever the workaround becomes a known error
B. Whenever the problem is resolved
C. Whenever the workaround is used
D. Whenever the problem is prioritized
Answer: C (LEAVE A REPLY)

NEW QUESTION: 40
What are the types of asset management?
A. IT asset management and technical management
B. IT asset management and software asset management
C. Operational management and IT asset management
D. Operational and technical management
Answer: B (LEAVE A REPLY)

NEW QUESTION: 41
What are 'engage', 'plan' and 'improve' examples of?
A. Service level management
B. Service value chain inputs
C. Service value chain activities
D. Change control
Answer: C (LEAVE A REPLY)

NEW QUESTION: 42
Which guiding principle recommends standardizing and streamlining manual tasks?
A. Think and work holistically
B. Focus on value
C. Optimize and automate
D. Collaborate and promote visibility
Answer: (SHOW ANSWER)

NEW QUESTION: 43
Which statement about the 'four Ps' of service design is CORRECT?
A. People refers to technology and tools
B. Processes refers to skill and training
C. Partners refers to suppliers and vendors
D. Products refers to producers and metrics
Answer: (SHOW ANSWER)

NEW QUESTION: 44
When should a change request be submitted to resolve a problem?
A. As soon as the analysis of the frequency and impact of incidents justifies the change
B. As soon as a solution for the problem has been identified
C. As soon as a workaround for the problem has been identified
D. As soon as the analysis of cost, risks and benefits justifies the change
Answer: (SHOW ANSWER)

NEW QUESTION: 45
Which is an example of improving service utility using service management automation?
A. Pre-determined routing of a service request
B. Reducing the time to compile service data
C. Monitoring service availability
D. Faster resource allocation
Answer: (SHOW ANSWER)

NEW QUESTION: 46
Where should all master copies of controlled software and documentation be stored?
A. In the definitive production library
B. In the definitive media library
C. In the definitive capacity library
D. In the definitive security library
Answer: (SHOW ANSWER)

Valid ITIL-4-Foundation Dumps shared by Fast2test.com for Helping Passing ITIL-4-

Foundation Exam! Fast2test.com now offer the newest ITIL-4-Foundation exam
dumps, the Fast2test.com ITIL-4-Foundation exam questions have been updated
and answers have been corrected get the newest Fast2test.com ITIL-4-Foundation
dumps with Test Engine here: https://www.fast2test.com/ITIL-4-Foundation-premium-
file.html (430 Q&As Dumps, 30%OFF Special Discount: freecram)

NEW QUESTION: 47
How does a service consumer contribute to the reduction of disk?
A. By managing staff availability
B. By paying for the service
C. By managing server hardware
D. By communicating constraints
Answer: D (LEAVE A REPLY)

NEW QUESTION: 48
Which process is used to compare the value that new services offer with the value of the
services they have replaced?
A. Service portfolio management
B. Service catalogue management
C. Capacity management
D. Availability management
Answer: A (LEAVE A REPLY)

NEW QUESTION: 49
What should a release policy include?
A. The roles and responsibilities for incident and problem resolution
B. The naming convention and expected frequency of each type of release
C. The process owner and process manager for each type of release
D. The naming convention for all configuration items (CI) recorded in the configuration
management system (CMS)
Answer: B (LEAVE A REPLY)

NEW QUESTION: 50
Which statement about costs is CORRECT?
A. Costs removed from the consumer are part of the value proposition
B. Costs removed from the consumer are part of service consumption
C. Costs imposed on the consumer are costs of service utility
D. Costs imposed on the consumer are costs of service warranty
Answer: A (LEAVE A REPLY)

NEW QUESTION: 51
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with
all stakeholders in line with the organization's objectives.
A. service value system
B. four dimensions of service management
C. 'focus on value' guiding principle
D. 'service request management' practice
Answer: (SHOW ANSWER)

NEW QUESTION: 52
What is the primary focus of business capacity management?
A. Review of all capacity supplier agreements and underpinning contracts with supplier
management
B. Future business requirements for IT services are quantified, designed, planned and
implemented in a timely fashion
C. Management, control and prediction of the performance, utilization and capacity of
individual elements of IT technology
D. Management, control and prediction of the end-to-end performance and capacity of the
live, operational IT services
Answer: B (LEAVE A REPLY)

NEW QUESTION: 53
Which practice requires that staff demonstrate excellent customer service skills, such as
empathy and emotional intelligence?
A. Release management
B. Problem management
C. Service desk
D. Supplier management
Answer: C (LEAVE A REPLY)

NEW QUESTION: 54
Which practice provides a single point of contact for users?
A. Service desk
B. Incident management
C. Change control
D. Service request management
Answer: A (LEAVE A REPLY)

NEW QUESTION: 55
What is the purpose of the 'deployment management' practice?
A. To move new or changed components to live environments
B. To ensure services achieve agreed and expected performance
C. To set clear business-based targets for service performance
D. To make new or changed services available for use
Answer: A (LEAVE A REPLY)

NEW QUESTION: 56
Which is a supplier category?
A. Commodity
B. Resource
C. Customer
D. Technical
Answer: B (LEAVE A REPLY)

NEW QUESTION: 57
Which describes outcomes?
A. Tangible or intangible deliverables
B. Configuration of an organization's resources
C. Results desired by a stakeholder
D. Functionality offered by a product or service
Answer: C (LEAVE A REPLY)

NEW QUESTION: 58
What should be done first when applying the 'focus on value' guiding principle?
A. Identify all suppliers and partners involved in the service
B. Identify the outcomes that the service facilitates
C. Determine the cost of providing the service
D. Determine who the service consumer is in each situation
Answer: D (LEAVE A REPLY)

NEW QUESTION: 59
What is the PRIMARY use of a change schedule?
A. To plan changes and help avoid conflicts
B. To support the 'incident management' practice and improvement planning
C. To manage emergency changes
D. To manage standard changes
Answer: (SHOW ANSWER)

NEW QUESTION: 60
What type of change is MOST likely to be managed by the 'service request management'
practice?
A. A standard change
B. A normal change
C. An application change
D. An emergency change
Answer: (SHOW ANSWER)

NEW QUESTION: 61
When should a full risk assessment and authorization be carried out for a standard
change?
A. Each time the standard change is implemented
B. At least once a year
C. When an emergency change is requested
D. When the procedure for the standard change is created
Answer: D (LEAVE A REPLY)

Valid ITIL-4-Foundation Dumps shared by Fast2test.com for Helping Passing ITIL-4-

Foundation Exam! Fast2test.com now offer the newest ITIL-4-Foundation exam
dumps, the Fast2test.com ITIL-4-Foundation exam questions have been updated
and answers have been corrected get the newest Fast2test.com ITIL-4-Foundation
dumps with Test Engine here: https://www.fast2test.com/ITIL-4-Foundation-premium-
file.html (430 Q&As Dumps, 30%OFF Special Discount: freecram)

NEW QUESTION: 62
What takes place in the "Did we get there?" step of the continual service improvement
(CSI) approach?
A. Verifying that improvement targets have been achieved
B. The production of a detailed CSI plan
C. An initial baseline assessment
D. Understanding priorities for improvement
Answer: (SHOW ANSWER)

NEW QUESTION: 63
When planning 'continual improvement', which approach for assessing the current state of
a service is CORRECT?
A. An organization should always use an approach that combines Lean, Agile and DevOps
methodologies
B. An organization should always use a strength, weakness, opportunity and threat
(SWOT) analysis
C. An organization should always develop competencies in methodologies and techniques
that will meet their needs
D. An organization should always use a single technique to ensure metrics are consistent
Answer: C (LEAVE A REPLY)

NEW QUESTION: 64
Which practice has a purpose that includes helping the organization to maximize value,
control costs and manage risks?
A. Service desk
B. Relationship management
C. Release management
D. IT asset management
Answer: D (LEAVE A REPLY)

NEW QUESTION: 65
Which problem management activity ensures that a problem can be easily tracked and
management information can be obtained?
A. Detection
B. Prioritization
C. Escalation
D. Categorization
Answer: D (LEAVE A REPLY)

NEW QUESTION: 66
Which describes normal changes?
A. Changes that need to be scheduled and assessed following a process
B. Changes that must be implemented as soon as possible
C. Changes that are low-risk and pre-authorized
D. Changes that are typically initiated as service requests
Answer: A (LEAVE A REPLY)

NEW QUESTION: 67
Which practice updates information relating to symptoms and business impact?
A. Service level management
B. Service request management
C. Incident management
D. Change control
Answer: (SHOW ANSWER)

NEW QUESTION: 68
Which term describes the functionality offered by a service?
A. Risk
B. Utility
C. Warranty
D. cost
Answer: (SHOW ANSWER)

NEW QUESTION: 69
What should all 'continual improvement' decisions be based on?
A. An up-to-date balanced scorecard
B. Details of how services are measured
C. Accurate and carefully analysed data
D. A recent maturity assessment
Answer: C (LEAVE A REPLY)

NEW QUESTION: 70
Which function is responsible for the management of a data centre?
A. Service desk
B. Technical management
C. Application management
D. Facilities management
Answer: D (LEAVE A REPLY)

NEW QUESTION: 71
Which statement about the steps to fulfill a service request is CORRECT?
A. They should be complex and detailed
B. They should be brief and simple
C. They should include incident handling
D. They should be well-known and proven
Answer: D (LEAVE A REPLY)

NEW QUESTION: 72
Which are elements of the service value system?
A. Governance, service value chain, practices
B. Service provision, service consumption, service relationship management
C. Outcomes, utility, warranty
D. Customer value, stakeholder value, organization
Answer: A (LEAVE A REPLY)

NEW QUESTION: 73
A major incident has been closed, but there is a risk that it might happen again. How
should this be logged and managed?
A. As an event
B. As a change request
C. As a service request
D. As a problem
Answer: D (LEAVE A REPLY)

NEW QUESTION: 74
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
A. 1 and 2
B. 1 and 4
C. 2 and 3
D. 3 and 4
Answer: (SHOW ANSWER)

NEW QUESTION: 75
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. tools
B. measurement
C. plans
D. process
Answer: (SHOW ANSWER)

NEW QUESTION: 76
Which of these should be logged and managed as a problem?
A. 'Continual improvement' needs to prioritize an improvement opportunity
B. A monitoring tool detects a change of state for a service
C. A user requests delivery of a laptop
D. Trend analysis shows a large number of similar incidents
Answer: (SHOW ANSWER)

Valid ITIL-4-Foundation Dumps shared by Fast2test.com for Helping Passing ITIL-4-

Foundation Exam! Fast2test.com now offer the newest ITIL-4-Foundation exam
dumps, the Fast2test.com ITIL-4-Foundation exam questions have been updated
and answers have been corrected get the newest Fast2test.com ITIL-4-Foundation
dumps with Test Engine here: https://www.fast2test.com/ITIL-4-Foundation-premium-
file.html (430 Q&As Dumps, 30%OFF Special Discount: freecram)

NEW QUESTION: 77
Which guiding principle recommends eliminating activities that do not contribute to the
creation of value?
A. Keep it simple and practical
B. Collaborate and promote visibility
C. Start where you are
D. Optimize and automate
Answer: (SHOW ANSWER)

NEW QUESTION: 78
Which statement about IT service management is CORRECT?
A. It is performed by IT service providers 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 customers using a mix of IT systems, services and processes
D. It is performed by the service desk using a mix of people, process and technology
Answer: A (LEAVE A REPLY)

Valid ITIL-4-Foundation Dumps shared by Fast2test.com for Helping Passing ITIL-4-

Foundation Exam! Fast2test.com now offer the newest ITIL-4-Foundation exam
dumps, the Fast2test.com ITIL-4-Foundation exam questions have been updated
and answers have been corrected get the newest Fast2test.com ITIL-4-Foundation
dumps with Test Engine here: https://www.fast2test.com/ITIL-4-Foundation-premium-
file.html (430 Q&As Dumps, 30%OFF Special Discount: freecram)