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

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Question # 9

How should the workflow for a new service request be designed?

A.

Use a single workflow for all types of service request

B.

Leverage existing workflows whenever possible

C.

Use different workflows for each type of service request

D.

Avoid workflows for simple service requests

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Question # 10

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

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Question # 11

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

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Question # 12

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

A.

Relationship management

B.

Continual improvement

C.

Service configuration management

D.

Service level management

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Question # 13

What is the purpose of the 'information security management1 practice?

A.

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

B.

To observe services and service components

C.

To protect the information needed by the organization to conduct its business

D.

To plan and manage the full lifecycle of all IT assets

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Question # 14

Which is a key requirement for a successful service level agreement?

A.

It should be written in legal language

B.

It should be simply written and easy to understand

C.

It should be based on the service provider’s view of the service

D.

It should relate to simple operational metrics

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Question # 15

What type of change is MOST likely to be managed by the 'service request management' practice?

A.

An emergency change

B.

A normal change

C.

An application change

D.

A standard change

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Question # 16

What are the MOST important skills required by service desk staff?

A.

Incident analysis skills

B.

Technical skills

C.

Problem resolution skills

D.

Supplier management skills

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