[Feb 23, 2024] ITIL-4-Foundation Ultimate Study Guide - VCE4Dumps

Ultimate Guide to Prepare ITIL-4-Foundation Certification Exam for ITIL 4 in 2024

NEW QUESTION # 301
Which statement about the 'change enablement' practice is CORRECT?

• A. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
• B. Emergency changes are changes that must be fully tested and fully documented prior to implementation
• C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
• D. Service requests are usually normal changes that can be implemented quickly without authorization

Answer: A

NEW QUESTION # 302
Which does the ITIL service value system discourage?

• A. Organizational silos
• B. Interfaces among practices
• C. Coordinated authorities and responsibilities
• D. Organizational agility

Answer: A

Explanation:
Explanation
Architecture of the ITIL SVS specifically enables flexibility and discourages siloed working. This is because the service value chain and practices do not form a fixed, rigid structure, but rather they can be combined in multiple value streams to address the needs of the organization in a variety of scenarios, with open flow of communication across the many interfaces.
Reference: https://www.bmc.com/blogs/itil-service-value-system/

NEW QUESTION # 303
Which of the four dimensions focuses or managing data in compliance with industry regulations?

• A. Value streams and processes
• B. Organizations and people
• C. Information and technology
• D. Partners and suppliers

Answer: C

Explanation:
ITIL has defined four dimensions that collectively are critical to the effective and efficient delivery of value to customers and other stakeholders in the form of products and services. These dimensions are:
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
https://www.bmc.com/blogs/itil-four-dimensions-service-management/

NEW QUESTION # 304
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. Organizations and people
• C. Information and technology
• D. Partners and suppliers

Answer: D

NEW QUESTION # 305
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

• A. Incident management
• B. Monitoring and event management
• C. IT asset management
• D. Service level management

Answer: D

NEW QUESTION # 306
Which practice recommends using tools for collaboration and the automated matching of symptoms?

• A. Incident management
• B. Service request management
• C. Problem management
• D. Service level management

Answer: A

NEW QUESTION # 307
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

• A. An emergency change
• B. A standard change
• C. A change model
• D. A normal change

Answer: B

NEW QUESTION # 308
Which practice identifies metrics that reflect a customer experience of a service?

• A. Service desk
• B. Continual improvement
• C. Problem management
• D. Service level management

Answer: D

NEW QUESTION # 309
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?

• A. Service desk agent
• B. Service level manager
• C. Problem analyst
• D. Change authority

Answer: B

Explanation:
Explanation
The purpose of the SLM practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets. SLM involves service level activities, including:
Defining service levels
Documenting
Actively managing them
https://www.bmc.com/blogs/itil-service-level-management/

NEW QUESTION # 310
What is an event?

• A. An unplanned interruption to a service or reduction in the quality of a service
• B. The addition, modification, or removal of anything that could have a direct or indirect effect on services
• C. Any change of state that has significance for the management of a service or other configuration item
• D. Cause of one or more incidents

Answer: C

NEW QUESTION # 311
Which two practices use workarounds?

• A. Change enablement and continual improvement
• B. Incident management and continual improvement
• C. Problem management and incident management
• D. Change enablement and problem management

Answer: C

NEW QUESTION # 312
What should be used to set user expectations for request fulfillment times?

• A. The consumer demand for the service
• B. The time that the customer indicates for service delivery
• C. The service levels of the supplier
• D. The time needed to realistically deliver the service

Answer: D

NEW QUESTION # 313
Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of p\. and the CIs that support them, is available when and where it is needed

• A. outcomes
• B. services
• C. organizations
• D. relationships

Answer: B

NEW QUESTION # 314
Which statement about the input and output of the value chain activities is CORRECT?

• A. Each value chain activity receives inputs and provides outputs
• B. The organization's governance will determine the inputs and outputs of each value chain activity
• C. Input and output are fixed for each value chain activity
• D. Some value chain activities only have input, whereas others only have outputs

Answer: A

Explanation:
Explanation
Each activity contributes to the value chain by transforming specific inputs into outputs. The inputs could be demand from outside the value chain, or outputs of other activities, while the transformation is facilitated by ITIL practices, undertaken using internal or third-party resources, processes, skills, and competencies.
https://www.bmc.com/blogs/itil-service-value-chain/

NEW QUESTION # 315
Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?

• A. Change enablement
• B. Information security management
• C. Problem management
• D. Service configuration management

Answer: B

NEW QUESTION # 316
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:

• A. Adopt a practice which is easy to follow
• B. Understand that fast does not mean incomplete
• C. Re-use nothing from the current state
• D. Communicate so that the audience will hear

Answer: A

Explanation:
The ITIL guiding principle 'keep it simple and practical' advises organizations to use the minimum number of steps and resources needed to accomplish an objective1. A good way to apply this principle is to adopt a practice which is easy to follow, understand, and communicate2. This helps to avoid unnecessary complexity, bureaucracy, and duplication3. Reference: ITIL Foundation - ITIL 4 Edition, page 7; ITIL 4 - A Pocket Guide, page 25; ITIL 4 Practice Guide: Keep It Simple and Practical, page 9.

NEW QUESTION # 317
Which activity is part of the 'continual improvement' practice?

• A. Identifying and logging opportunities
• B. Delivering tactical and operational engagement with customers
• C. Providing a clear path for users to report issues, queries, and requests
• D. Populating and maintaining the asset register

Answer: A

NEW QUESTION # 318
Which is the CORRECT explanation of the 'R' role in a RACI matrix?

• A. This role has ownership of the end result
• B. This role ensures that activities are executed correctly
• C. This role is involved in providing knowledge and input
• D. This role ensures the flow of information to stakeholders

Answer: A

NEW QUESTION # 319
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. An IT asset
• B. A service
• C. Continual improvement
• D. Service management

Answer: B

NEW QUESTION # 320
How is a continual improvement register used?

• A. To organize past, present, and future improvement ideas
• B. To record requests for provision of a resource or service
• C. To authorize changes to implement improvement initiatives
• D. To provide a structured approach to implementing improvements

Answer: D

Explanation:
Explanation
The ITIL continual improvement model, which provides organizations with a structured approach to implementing improvements
https://www.bmc.com/blogs/itil-continual-improvement/

NEW QUESTION # 321
What can be used to help determine the impact level of a problem?

• A. Statement of requirements (SOR)
• B. Standard operating procedures (SOP)
• C. Configuration management system (CMS)
• D. Definitive media library (DML)

Answer: C

NEW QUESTION # 322
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 performances are [?] appropriately to support the seamless provision of quality products and services.

• A. rewarded
• B. defined
• C. managed
• D. measured

Answer: C

NEW QUESTION # 323
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