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ITIL ITIL-4-Foundation Exam Syllabus Topics:
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NEW QUESTION 230
Which is a purpose of the 'service desk' practice?
- A. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
- B. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
- C. To support the agreed quality of a service by handling all pre-defined, user-initiated service requests
- D. To be the entry point and single point of contact for the service provider with all of its users
Answer: D
NEW QUESTION 231
Which statement about the 'continual improvement model' is CORRECT?
- A. Organizations should work through the steps of the model in the sequence in which they are presented
- B. The model is applicable to only certain parts of the service value system
- C. Organizations should use an additional model or method to link improvements to customer value
- D. The flow of the model helps organizations to link improvements to its goals
Answer: D
NEW QUESTION 232
What is defined as a change of state that has significance for the management of an IT service?
- A. Incident
- B. Known error
- C. Problem
- D. Event
Answer: D
NEW QUESTION 233
Which is the addition, modification or removal of anything that could have an effect on services?
- A. A change
- B. An event
- C. An incident
- D. A problem
Answer: A
NEW QUESTION 234
What are 'engage', 'plan' and 'improve' examples of?
- A. Service value chain activities
- B. Service value chain inputs
- C. Change control
- D. Service level management
Answer: A
NEW QUESTION 235
Which statement about a 'continual improvement register' is CORRECT?
- A. It should be used to capture user demand
- B. There should only be one for the whole organization
- C. It should be managed at the senior level of the organization
- D. It should be re-prioritized as ideas are documented
Answer: D
NEW QUESTION 236
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding
principle.
- A. process
- B. plans
- C. tools
- D. measurement
Answer: D
NEW QUESTION 237
Why should service desk staff detect recurring issues?
- A. To ensure effective handling of service requests
- B. To help identify problems
- C. To escalate incidents to the correct support team
- D. To engage the correct change authority
Answer: B
NEW QUESTION 238
Which practice establishes a channel between the service provider and its users?
- A. Service desk
- B. Change enablement
- C. Supplier management
- D. Relationship management
Answer: A
NEW QUESTION 239
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
- A. Service level management
- B. IT asset management
- C. Monitoring and event management
- D. Incident management
Answer: A
Explanation:
Reference: https://advisera.com/20000academy/blog/2019/06/17/sfia-and-itil-a-winning-combination-for-it- businesses/
NEW QUESTION 240
Which is one of the five aspects of service design?
- A. Corporate governance and policy
- B. Management information systems and tools
- C. Management policy for business case creation
- D. Risk analysis and management approach
Answer: B
NEW QUESTION 241
Which describes the 'plan' value chain activity?
- A. It ensures a shared understanding of the current status and vision for all products and services across the organization
- B. It ensures that service components are available when and where they are needed, and meet agreed specifications
- C. It ensures continual improvement of products, services, and practices across all value chain activities
- D. It ensures that services are delivered and supported according to agreed specifications and stakeholders expectations
Answer: A
NEW QUESTION 242
Which service level metrics are BEST for measuring user experience?
- A. Metrics linked to defined outcomes
- B. Single system-based metrics
- C. Operational metrics
- D. Metrics for the percentage of uptime of a service
Answer: A
NEW QUESTION 243
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 244
Which competencies are required by the 'service level management' practice?
- A. Business analysis and commercial management
- B. Incident analysis and prioritization
- C. Problem investigation and resolution
- D. Balanced scorecard reviews and maturity assessment
Answer: A
NEW QUESTION 245
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.
- A. store
- B. audit
- C. protect
- D. provide
Answer: C
NEW QUESTION 246
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
- A. Release management
- B. Monitoring and event management
- C. Relationship management
- D. Change control
Answer: D
NEW QUESTION 247
How should the workflow for a new service request be designed?
- A. Use different workflows for each type of service request
- B. Avoid workflows for simple service requests
- C. Leverage existing workflows whenever possible
- D. Use a single workflow for all types of service request
Answer: C
NEW QUESTION 248
Where are the details of the required performance outcomes of a service denned?
- A. Service components
- B. Service offerings
- C. Service level agreements
- D. Service requests
Answer: C
NEW QUESTION 249
What is a change schedule used for?
- A. To help assign a change authority
- B. To help plan emergency changes
- C. To help manage normal changes
- D. To help authorize standard changes
Answer: C
NEW QUESTION 250
Which dimension of service management considers the workflows and controls needed to deliver services?
- A. Value streams and processes
- B. Partners and suppliers
- C. Organization and people
- D. Information and technology
Answer: D
Explanation:
Explanation/Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management
NEW QUESTION 251
Which statement about the known error database (KEDB) is CORRECT?
- A. It is maintained by problem management and is used by the service desk to help resolve incidents
- B. It is maintained by the service desk and updated with the details of each new incident
- C. It is a part of the configuration management database (CMDB) and contains workarounds
- D. It is maintained by incident management and contains solutions to be implemented by problem management
Answer: A
NEW QUESTION 252
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