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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