ITIL ITIL-4-Foundation Pdf 2021
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NEW QUESTION 1
How should an organization include third-party suppliers in the continual improvement of services?
- A. Ensure suppliers include details of their approach to service improvement in contracts
- B. Require evidence that the supplier uses agile development methods
- C. Require evidence that the supplier implements all improvements using project management practices
- D. Ensure that all supplier problem management activities result in improvements
Answer: A
NEW QUESTION 2
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. assets
- B. values
- C. elements
- D. services
Answer: D
NEW QUESTION 3
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
- A. The problem record is deleted
- B. The problem remains in the known error status
- C. A change request is submitted to change control
- D. Problem management restores the service as soon as possible
Answer: B
NEW QUESTION 4
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
- A. outputs
- B. outcomes
- C. costs
- D. risks
Answer: B
NEW QUESTION 5
What does the 'service request management' practice depend on for maximum efficiency?
- A. Self-service tools
- B. Compliments and complaints
- C. Processes and procedures
- D. Incident management
Answer: C
NEW QUESTION 6
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. 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 7
Which practice is the responsibility of everyone in the organization?
- A. Change control
- B. Problem management
- C. Service level management
- D. Continual improvement
Answer: D
NEW QUESTION 8
Which practice coordinates the classification, ownership and communication of service requests and incidents?
- A. Supplier management
- B. Service desk
- C. Problem management
- D. Relationship management
Answer: B
NEW QUESTION 9
Which practice updates information relating to symptoms and business impact?
- A. Service level management
- B. Change control
- C. Service request management
- D. Incident management
Answer: D
NEW QUESTION 10
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
- A. Service operation
- B. Service transition
- C. Continual service improvement D18912E1457D5D1DDCBD40AB3BF70D5D
- D. Service strategy
Answer: C
NEW QUESTION 11
Which service management dimension is focused on activities and how these are coordinated?
- A. Partners and suppliers
- B. Information and technology
- C. Value streams and processes
- D. Organizations and people
Answer: C
NEW QUESTION 12
Which is NOT a key focus of the 'information and technology' dimension?
- A. Workflow management and inventory systems
- B. Communication systems and knowledge bases
- C. Roles and responsibilities
- D. Security and compliance
Answer: C
NEW QUESTION 13
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. 3 and 4
- D. 2 and 3
Answer: B
NEW QUESTION 14
What should be done for every problem?
- A. It should have a workaround to reduce the impact
- B. It should be prioritized based on its potential impact and probability
- C. It should be resolved so that it can be closed
- D. It should be diagnosed to identify possible solutions
Answer: B
NEW QUESTION 15
Which practice provides visibility of the organization's services by capturing and reporting on service performance?
- A. Service desk
- B. Service level management
- C. Service request management
- D. Service configuration management
Answer: B
NEW QUESTION 16
When should a change request be submitted to resolve a problem?
- A. As soon as a solution for the problem has been identified
- B. As soon as a workaround for the problem has been identified
- C. As soon as the analysis of the frequency and impact of incidents justifies the change
- D. As soon as the analysis of cost, risks and benefits justifies the change
Answer: D
NEW QUESTION 17
Which is a supplier category?
- A. Technical
- B. Commodity
- C. Customer
- D. Resource
Answer: D
NEW QUESTION 18
When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?
- A. An organization should always use a single technique to ensure metrics are consistent
- 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 an approach that combines Lean, Agile and DevOps methodologies
Answer: C
NEW QUESTION 19
Which term describes the functionality offered by a service?
- A. cost
- B. Utility
- C. Warranty
- D. Risk
Answer: B
NEW QUESTION 20
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. Service management
- B. Continual improvement
- C. A service
- D. An IT asset
Answer: C
NEW QUESTION 21
Which statement BEST describes the value of service strategy to the business?
- A. It allows higher volumes of successful change
- B. It reduces unplanned costs through optimized handling of service outages
- C. It reduces the duration and frequency of service outages
- D. It enables the service provider to understand what levels of service will make their customers successful
Answer: D
NEW QUESTION 22
Which statement about change management is CORRECT?
- A. It optimizes overall business risk
- B. It optimizes financial exposure
- C. It ensures that all changes are authorized by the change advisory board (CAB)
- D. It ensures that service requests follow the normal change management process
Answer: C
NEW QUESTION 23
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
- A. Relationship management
- B. IT asset management
- C. Release management
- D. Service desk
Answer: B
NEW QUESTION 24
Who is responsible for defining metrics for change management?
- A. The change management process owner
- B. The change advisory board (CAB)
- C. The service owner
- D. The continual service improvement manager
Answer: A
NEW QUESTION 25
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