Latest [Jan 07, 2024] Realistic Verified ITIL-4-Foundation Dumps
Pass ITIL ITIL-4-Foundation Exam Updated 505 Questions
NEW QUESTION # 173
Which statement about the 'continual improvement model' is CORRECT?
- A. The flow of the model helps organizations to link improvements to its goals
- B. Organizations should use an additional model or method to link improvements to customer value
- C. The model is applicable to only certain parts of the service value system
- D. Organizations should work through the steps of the model in the sequence in which they are presented
Answer: A
NEW QUESTION # 174
Which should be handled by 'service request management'?
- A. A request to resolve an error in a service
- B. A request to provide a laptop
- C. A request to implement a security patch
- D. A request to change a target in a service level agreement
Answer: B
NEW QUESTION # 175
Which guiding principle considers the importance of customer loyalty?
- A. Optimize and automate
- B. Start where you are
- C. Focus on value
- D. Progress iteratively with feedback
Answer: C
NEW QUESTION # 176
In which step of the 'continual improvement model' is an improvement plan implemented?
- A. Did we get there?
- B. How do we get there?
- C. What is the vision?
- D. Take action
Answer: D
NEW QUESTION # 177
Which statement about the automation of service requests is CORRECT?
- A. Service requests that cannot be automated should be handled as problems
- B. Service requests and their fulfillment should be automated as much as possible
- C. Service requests that cannot be automated should be handled as incidents
- D. Service requests and their fulfillment should be carried out by service desk staff without automation
Answer: B
NEW QUESTION # 178
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect
effect on [?].
- A. elements
- B. assets
- C. services
- D. values
Answer: C
NEW QUESTION # 179
Which practice recommends the use of event-based surveys to gather feedback from customers?
- A. Problem management
- B. Change enablement
- C. Service level management
- D. Service request management
Answer: C
NEW QUESTION # 180
Which practice makes use of methods from Lean. Agile and DevOps?
- A. Problem management
- B. Continual improvement
- C. Incident management
- D. Service desk
Answer: B
NEW QUESTION # 181
Which skill is an essential part of the 'service level management' practice?
- A. Diagnosis
- B. Listening
- C. Problem analysis
- D. Technical knowledge
Answer: B
NEW QUESTION # 182
In which situation will incident management USUALLY use a separate process?
- A. Where the cause must be diagnosed
- B. For information security incidents
- C. For low impact incidents
- D. Where no target resolution time exists
Answer: B
NEW QUESTION # 183
For which purpose would the continual improvement practice use a SWOT analysis?
- A. Ensuring everyone actively participates
- B. Understanding the current state
- C. Defining the future desired state
- D. Tracking and managing ideas
Answer: B
Explanation:
Explanation
The second step is to conduct an objective current-state assessment of existing services and service management practices. This should include consideration of the users' perception of the value being received, along with a review of people's competencies and skills, the processes and procedures involved, the capabilities of the available technological solutions and the prevailing organizational culture. The success of an improvement initiative depends on a clear and accurate understanding of the starting point and the required impact of the initiative.
For example, an organization can measure the current net promoter score (NPS) from a customer satisfaction survey, conduct a benchmark survey against its competitors or review findings of operational statistics or audit reports to understand its current state. If this step is skipped, the current state will not be understood and there will not be an objective baseline measurement against which improvement can be measured.
https://www.bmc.com/blogs/itil-continual-improvement/
NEW QUESTION # 184
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
- A. Monitoring and event management
- B. Change control
- C. Incident management
- D. Information security management
Answer: A
NEW QUESTION # 185
Which practice provides a communications point for users to report operational issues, queries and requests?
- A. Service desk
- B. Incident management
- C. Relationship management
- D. Continual improvement
Answer: A
Explanation:
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
https://www.bmc.com/blogs/itil-service-desk/
NEW QUESTION # 186
How does information about problems and known errors contribute to 'incident management'?
- A. It enables quick and efficient diagnosis of incidents
- B. It removes the need for regular customer updates
- C. It enables the reassessment of known erros
- D. It removes the need for collaboration during incident resolution
Answer: A
NEW QUESTION # 187
Which is a purpose of the 'service level management' practice?
- A. To support the agreed quality of a service handling all agreed, user-initiated service requests
- B. To ensure that the organization's suppliers and their performance are managed appropriately
- C. To set clear business-based targets for service levels
- D. To establish and nurture the links between the organization and its stakeholders
Answer: C
NEW QUESTION # 188
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
- A. Change enablement
- B. Service request management
- C. Incident management
- D. Service Request management
Answer: C
Explanation:
Explanation
Incident management is typically closely aligned with the service desk, which is the single point of contact for all users communicating with IT. When a service is disrupted or fails to deliver the promised performance during normal service hours, it is essential to restore the service to normal operation as quickly as possible.
https://www.bmc.com/blogs/itil-v3-incident-management/
NEW QUESTION # 189
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
- A. Change enablement
- B. Service level management
- C. Service desk
- D. Continual improvement
Answer: B
Explanation:
Explanation
The service level management practice defines, documents and manages the service levels of all the services and products. Service level management should provide the end to end visibility of all the organizational services. Service level management has to establish and provide the service views with service level target ensure meeting defined service levels by collecting, analyzing, storing and reporting all the defined target metrics of the services regularly (periodically) perform the service reviews and ensure the services meet the organization's needs continuously identify, capture, review & report the issues related to services, its performance against the defined service targets.
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes
NEW QUESTION # 190
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