ITIL-4-Foundation Exam Dumps Pass with Updated Jan-2022 Tests Dumps
ITIL-4-Foundation exam questions for practice in 2022 Updated 430 Questions
ITIL ITIL-4-Foundation Exam Syllabus Topics:
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NEW QUESTION 76
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
- A. Problem management
- B. Continual improvement
- C. Change control
- D. Service desk
Answer: A
NEW QUESTION 77
Which is an activity of 'problem identification'?
- A. Establishing potential permanent solutions
- B. Analyzing information from software developers
- C. Establishing problem workarounds
- D. Analyzing the cause of problems
Answer: B
NEW QUESTION 78
What is the definition of a known error?
- A. Any change of state that has significance for the management of a service or other configuration item (CI)
- B. A problem that has been analyzed and has not been resolved
- 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: B
NEW QUESTION 79
In which case would a problem be logged?
- A. When the cause is identified but not resolved
- B. When a user reports an unplanned service interruption
- C. Alter a workaround is identified and documented
- D. After analysis of error information from a supplier
Answer: A
NEW QUESTION 80
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
- A. Service desk
- B. Continual improvement
- C. Problem management
- D. Incident management
Answer: A
NEW QUESTION 81
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
- A. Keep is simple and practical
- B. Progress iteratively with feedback
- C. Start where you are
- D. Focus on value
Answer: C
NEW QUESTION 82
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
- A. Value streams and processes
- B. Partners and suppliers
- C. Information and technology
- D. Organizations and people
Answer: B
NEW QUESTION 83
Which practice identifies metrics that reflect the customer's experience of a service?
- A. Service level management
- B. Continual improvement
- C. Problem management
- D. Service desk
Answer: A
NEW QUESTION 84
Which value chain activity ensures the availability of service components?
- A. Obtain/build
- B. Deliver and support
- C. Improve
- D. Engage
Answer: A
NEW QUESTION 85
Which describes normal changes?
- A. Changes that must be implemented as soon as possible
- B. Changes that are typically initiated as service requests
- C. Changes that need to be scheduled and assessed following a process
- D. Changes that are low-risk and pre-authorized
Answer: C
NEW QUESTION 86
Which describes a set of defined steps for implementing improvements?
- A. The 'improve' value chain activity
- B. The 'continual improvement register'
- C. The 'engage' value chain activity
- D. The 'continual improvement model'
Answer: D
NEW QUESTION 87
Which is part of service provision?
- A. The grouping of one or more services based on one or more products
- B. The management of resources needed to consume the service
- C. The joint activities performed to ensure continual value co-creation
- D. The management of resources configured to deliver the service
Answer: D
NEW QUESTION 88
An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?
- A. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
- B. Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
- C. A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.
- D. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
Answer: A
NEW QUESTION 89
Which practice includes management of workarounds and known errors?
- A. Problem management
- B. Monitoring and event management
- C. Incident management
- D. Service configuration management
Answer: A
NEW QUESTION 90
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. An initial baseline assessment
- C. Understanding priorities for improvement
- D. The production of a detailed CSI plan
Answer: A
NEW QUESTION 91
Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule
- A. 3 and 4
- B. 2 and 4
- C. 1 and 3
- D. 1 and 2
Answer: D
NEW QUESTION 92
Which BEST describes the purpose of the 'improve' value chain activity?
- A. To make new and improved services and features available for use
- B. To ensure a shared understanding of the vision and improvement direction for all products and services
- C. To organize a major improvement initiative into several smaller initiatives
- D. To continually improve all products and services across all value chain activities
Answer: D
Explanation:
"The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management."
https://www.symphonysummit.com/products/defining-industry-terms-itsm-itil-itil4/#:~:text=Improve%20%E2%80%93%E2%80%9CThe%20purpose%20of%20the,four%20dimensions%20of%20service%20management.%E2%80%9D
NEW QUESTION 93
What is an incident?
- A. A service interruption resolved by the use of self-help tools
- B. A possible future event that could cause harm
- C. The planned removal of an item that might affect a service
- D. A result enabled by one or more outputs
Answer: B
NEW QUESTION 94
Which statement about the 'continual improvement' practice is CORRECT?
- A. Training should be provided to those involved in continual improvement.
- B. It is the role of senior management to authorize improvement initiatives.
- C. A single continual improvement register should be maintained by senior management.
- D. Continual improvement participation should be limited to a small dedicated team.
Answer: A
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-continual-improvement/
NEW QUESTION 95
What MAIN factors are considered to assess the priority of an incident?
- A. The impact and complexity
- B. The urgency and impact
- C. The cost and urgency
- D. The complexity and cost
Answer: B
NEW QUESTION 96
Which is a risk that might be removed from a service consumer by an IT service?
- A. Failure of server hardware
- B. Service provider ceasing to trade
- C. Cost of purchasing servers
- D. Security breach
Answer: D
NEW QUESTION 97
What is a cause, or potential cause, of one or more incidents?
- A. A configuration item
- B. A workaround
- C. An incident
- D. A problem
Answer: D
NEW QUESTION 98
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
- A. Partners and suppliers
- B. Value streams and processes
This includes the information and technology needed to deliver services (servers, storage, networks, databases, etc.) as well as the information and technology needed to manage those services (ITSM tools, knowledge bases, configuration information, etc.).
https://www.sysaid.com/blog/entry/everything-you-officially-need-to-know-about-itil-4 - C. Organizations and people
- D. Information and technology
Answer: D
NEW QUESTION 99
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
- A. Partners and suppliers
- B. Information and technology
- C. Organizations and people
- D. Value streams and processes
Answer: D
Explanation:
Explanation
Value streams and processes focus mainly on those areas which ensure integration and coordination of various actions and parts which contribute towards better value creation for the organization. This dimension is more concerned about the way the organization has organized the activities or processes and how it enables and ensures the value creation across all stakeholders.
https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management
NEW QUESTION 100
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