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ITIL-4-Foundation Exam Dumps - ITIL 4 Foundation Exam

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Question # 121

Which is the BEST example of an emergency change?

A.

The implementation of a planned new release of a software application

B.

A low-risk computer upgrade implemented as a service request

C.

The implementation of a security patch to a critical software application

D.

A scheduled major hardware and software implementation

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Question # 122

What is important for a ‘continual improvement register’ (CIR)?

A.

Improvement ideas are documented, assessed and prioritized

B.

Improvement ideas from many sources are kept in a single CIR

C.

Improvement ideas that are not being actioned immediately are removed from the CIR

D.

Improvement ideas are tested, funded and agreed

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Question # 123

Which component is focused on the activities needed by an organization to help it co-create value?

A.

Service value chain

B.

Continual improvement

C.

Guiding principle

D.

Practices

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Question # 124

Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?

A.

It should always be used to support direct observation

B.

It should always be used instead of direct observation

C.

Measured data is always more accurate than direct observation

D.

The act of measuring always positively impacts results

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Question # 125

Which of the following statements is included in the 'improve' value chain activity's purpose'?

A.

Ensure the continual improvement of practices across all value chain activities

B.

Ensure services continually meet expectations for quality costs, and time to market

C.

Ensure a shared understanding of the improvement direction for services across the organization

D.

Ensure continual engagement and good relationships with all stakeholders

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Question # 126

Why should a service level agreement include bundles of metrics?

A.

To ensure that the service levels have been agreed with customers

B.

To reduce the number of metrics that need to be measured and reported

C.

To ensure that all services are included in the service reports

D.

To help focus on business outcomes, rather than operational result.

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Question # 127

Which statement about outcomes is CORRECT?

A.

Outcomes enable products to be delivered to a stakeholder

B.

An outcome defines the amount of money spent on technology for a service

C.

An outcome depends on at least one output to deliver a result

D.

Outcomes provide assurance to stakeholders on how a service performs

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Question # 128

What is the difference between the 'incident management' and 'service desk' practices?

A.

Incident management restores service operation, service desk provides communication with users

B.

incident management manages interruptions to service desk monitors achieved service quality

C.

incident management resolves issues, service desk investigates the underlying causes of issues

D.

incident management resolves complex issues, service desk resolve simpler issues.

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