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ITIL-4-Foundation (ITIL 4 Foundation) Certification Exam is a valuable certification for anyone looking to enhance their career prospects in the IT industry. It provides a fundamental understanding of the key concepts and elements of ITIL 4 and demonstrates a candidate’s ability to apply this knowledge in a practical setting. Obtaining the certification can open up job opportunities in IT service management, IT operations, and IT governance.
ITIL 4 Foundation Certification Exam is an online exam that can be taken from anywhere in the world. ITIL-4-Foundation exam consists of 40 multiple-choice questions, and the passing score is 65%. ITIL-4-Foundation exam duration is 60 minutes, and candidates are required to complete it within the given time frame. ITIL 4 Foundation Exam certification is valid for life, and individuals who pass the exam can use the ITIL 4 Foundation certification on their resumes and business cards, which can enhance their career prospects.
NEW QUESTION # 320
What is defined as any component that needs to be managed in order to deliver an IT service?
- A. A service request
- B. An IT asset
- C. An incident
- D. A configuration item (CI)
Answer: D
NEW QUESTION # 321
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
- A. Information and technology
- B. Value streams and processes
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 - C. Organizations and people
- D. Partners and suppliers
Answer: B
NEW QUESTION # 322
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
- A. Information security management
- B. Incident management
- C. Monitoring and event management
- D. Change control
Answer: C
NEW QUESTION # 323
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 develop competencies in methodologies and techniques that will meet their needs
- C. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
- D. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
Answer: B
NEW QUESTION # 324
Why should a service level agreement include bundles of metrics?
- A. To ensure that all services are included in the service reports
- B. To reduce the number of metrics that need to be measured and reported
- C. To help focus on business outcomes, rather than operational result.
- D. To ensure that the service levels have been agreed with customers
Answer: C
Explanation:
Explanation
Individual metrics without a specified service context are unhelpful. They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20(SLA
NEW QUESTION # 325
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
- A. Understanding stakeholder needs
- B. Meeting stakeholder expectations
- C. Understanding the organization's vision
- D. Ensuring service components are available
Answer: D
Explanation:
The purpose of 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.
NEW QUESTION # 326
Which step of the continual improvement model includes baseline assessments?
- A. Did we get there?
- B. Where are we now?
- C. Where do we want to be?
- D. What is the vision?
Answer: C
NEW QUESTION # 327
Identity the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].
- A. known errors
- B. events
- C. IT assets
- D. charges
Answer: A
NEW QUESTION # 328
Which phase of problem management includes analysing incidents to look for patterns and trends?
- A. Problem control
- B. Post-implementation review
- C. Problem identification
- D. Error control
Answer: C
NEW QUESTION # 329
Which statement about the automation of service requests is CORRECT?
- A. Service requests that cannot be automated should be handled as incidents
- B. Service requests and their fulfillment should be carried out by service desk staff without automation
- C. Service requests and their fulfillment should be automated as much as possible
- D. Service requests that cannot be automated should be handled as problems
Answer: C
NEW QUESTION # 330
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without
the customer having to manage specific [?] and risks.
- A. utility
- B. costs
- C. information
- D. warranty
Answer: B
NEW QUESTION # 331
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
- A. A normal change
- B. A standard change
- C. An emergency change
- D. A change model
Answer: B
Explanation:
Explanation/Reference:
NEW QUESTION # 332
What can a change schedule be used for?
- A. Speeding up the planning and authorization of emergency changes
- B. Providing a way to initiate normal changes
- C. Providing information about deployed changes to help manage incidents and problems.
- D. Tracking and managing improvement ideas from identification through to final action
Answer: C
Explanation:
Explanation
The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources. It can also be used after changes have been deployed to provide information needed for incident management, problem management, and improvement planning
https://www.bmc.com/blogs/itil-change-enablement/#:~:text=The%20change%20schedule%20is%20used,proble
NEW QUESTION # 333
What can be described as an operating model for the creating and management of products and services?
- A. Practices
- B. Guiding principles
- C. Governance
- D. Service value chain
Answer: D
Explanation:
Reference:
https://www.thinkhdi.com/library/supportworld/2019/evolution-itil-new-operating-model-itil-4.aspx
NEW QUESTION # 334
What is required by all service desk staff?
- A. Root cause analysis skills
- B. Demonstration of emotional intelligence
- C. Knowledge of telephony technology
- D. Excellent technical knowledge
Answer: B
NEW QUESTION # 335
Which statement about the 'change enablement' practice is CORRECT?
- A. Service requests are usually normal changes that can be implemented quickly without authorization
- B. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
- C. Emergency changes are changes that must be fully tested and fully documented prior to implementation
- D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
Answer: D
NEW QUESTION # 336
Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce me likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [p] and known errors.
- A. configuration items
- B. changes
- C. workarounds
- D. events
Answer: C
Explanation:
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors1. Workarounds are temporary solutions that reduce or eliminate the impact of an incident or problem for which a full resolution is not yet available2. Known errors are problems that have a documented root cause and a workaround3. Reference: ITIL Foundation - ITIL 4 Edition, page 15; ITIL 4 - A Pocket Guide, page 35; ITIL 4 Practice Guide: Problem Management, page 7.
NEW QUESTION # 337
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
- A. Relationship management
- B. Release management
- C. Monitoring and event management
- D. Change control
Answer: D
NEW QUESTION # 338
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
- A. Progress iteratively with feedback
- B. Collaborate and promote visibility
- C. Focus on value
- D. Optimize and automate
Answer: A
NEW QUESTION # 339
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
- A. Engaging every stakeholder group in the same way, with the same communication.
- B. Involving customers after all planning has been completed.
- C. Restricting information about the improvement to essential stakeholders only.
- D. Increasing collaboration and visibility for the improvement.
Answer: B
Explanation:
Reference: https://www.sysaid.com/blog/entry/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you- make-decisions
NEW QUESTION # 340
Which is a key element of the 'think and work holistically' guiding principle?
- A. Using technology for standard tasks to give people time for complex activities
- B. Eliminating metrics which do not contribute to achieving an objective
- C. Understanding the methods applicable to complex systems
- D. Assessing which procedures can be re-used when improving a service
Answer: C
Explanation:
No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.
Taking a holistic approach to service management includes establishing an understanding of how all the parts of an organization work together in an integrated way (remember the four dimensions of service management?), including having an end-to-end visibility of how demand is captured and translated into outcomes. In a complex system, the alteration of one element can impact others and, where possible, these impacts need to be identified, analysed and planned for.
To apply this principle successfully, consider this advice:
Recognize the complexity of the systems
Collaboration is key to thinking and working holistically
Where possible, look for patterns in the needs of and interactions between system elements Automation can facilitate working holistically
https://www.bmc.com/blogs/itil-guiding-principles/
NEW QUESTION # 341
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- A. Detection
- B. Categorization
- C. Escalation
- D. Prioritization
Answer: B
Explanation:
Explanation
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NEW QUESTION # 342
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