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ITIL Exam Dumps - ITIL Foundation (V4)

Question # 4

Which statement about change authorization is CORRECT?

A.

A change authority should be assigned to each type of change and change model

B.

Centralizing change authorization to a single person is the most effective means of authorization

C.

The authorization of normal changes should be expedited to ensure they can be implemented quickly

D.

Standard changes are high risk and should be authorized by the highest level of change authority

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Question # 5

Which guiding principle focuses on reducing costs and human errors?

A.

Focus and value

B.

Collaborate and promote visibility

C.

Optimize and automate

D.

Think and work holistically

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Question # 6

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 # 7

Which practice has a purpose that includes ensuring that risks have been properly assessed?

A.

Service configuration management

B.

Problem management

C.

Service level management

D.

Change control

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Question # 8

What is a recommendation of the ‘focus on value’ guiding principle?

A.

Make ‘focus on value’ a responsibility of the management

B.

Focus on the value of new and significant projects first

C.

Focus on value for the service provider first

D.

Focus on value at every step of the improvement

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Question # 9

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

A.

A customer

B.

A user

C.

A configuration item (CI)

D.

An IT asset

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Question # 10

What can a change schedule be used for?

A.

Speeding up the planning and authorization of emergency changes

B.

Providing information about deployed changes to help manage incidents and problems.

C.

Tracking and managing improvement ideas from identification through to final action

D.

Providing a way to initiate normal changes

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Question # 11

Which practice has a purpose that includes managing authentication and non-repudation?

A.

Information security management

B.

IT Asset Management

C.

Change enablement

D.

Service Configuration management

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Question # 12

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.

Some value chain activities only have input, whereas others only have outputs

D.

Input and output are fixed for each value chain activity

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Question # 13

Which statement about emergency changes is CORRECT?

A.

Emergency changes are low risk and well understood

B.

Authorization of emergency changes may be deferred until after implementation

C.

It is necessary to complete all documentation before an emergency charge is implemented

D.

Emergency changes are not usually recorded in the change schedule

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Question # 14

For which purpose would the continual improvement practice use a SWOT analysis?

A.

Understanding the current state

B.

Defining the future desired state

C.

Tracking and managing ideas

D.

Ensuring everyone actively participates

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Question # 15

Which of the following is an example of workaround?

A.

A defective network switch is replaced with a new one

B.

An email server is restored after an incident is reported

C.

Server memory is increased when the server is unresponsive

D.

A server is restarted to resolve an incident

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Question # 16

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

A.

Service offering

B.

Service provision

C.

Service relationship management

D.

Service consumption

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Question # 17

Which describes outcomes?

A.

Tangible or intangible deliverables

B.

Results desired by a stakeholder

C.

Configuration of an organization's resources

D.

Functionality offered by a product or service

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Question # 18

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 # 19

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.

plans

B.

measurement

C.

process

D.

tools

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Question # 20

What is the customer of a service responsible for?

A.

Authorizing the budget for the service

B.

Provisioning the service

C.

Defining the requirements for the service

D.

Using the service

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Question # 21

For which purpose would the continual improvement practice use a SWOT analysis?

A.

Understanding the current state

B.

Defining the future desired state

C.

Tracking and managing ideas

D.

Ensuring everyone actively participates

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Question # 22

Which is a description of service provision?

A.

A formal description of one or more services, designed to address the needs of a service consumer

B.

Activities that an organization performs to deliver services

C.

A way to help create value by facilitating outcomes that service consumers need

D.

Cooperation between two organizations to ensure that a service delivers value

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Question # 23

Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?

1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.

2. Complex systems should be designed with an understanding of how the components' parts are related.

3. Organizations should consider whether technology could improve the eficiency o' manual processes.

4 It is important to understand the organization's objectives when assessing the impact of potential improvements.

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

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Question # 24

Which is the FIRST thing to consider when focusing on value?

A.

Identifying the service customer who will receive value

B.

Defining customer experience and user experience

C.

Understanding what is valuable to the service consumer

D.

Ensuring value is co-created by improvement initiatives.

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Question # 25

Which is included in the purpose of the ‘deliver and support’ value chain activity?

A.

Meeting stakeholder expectations for time to market

B.

Understanding the organization’s service vision

C.

Understanding stakeholder needs

D.

Providing services to agreed specifications

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Question # 26

Which process works with incident management to ensure that security breaches are detected and logged?

A.

Change management

B.

Service level management

C.

Access management

D.

Continual service improvement

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Question # 27

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

A.

Focus on value

B.

Start where you are

C.

Collaborate and promote visibility

D.

Progress iteratively with feedback

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Question # 28

Which service transition process provides guidance about converting data into information?

A.

Change evaluation

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B.

Knowledge management

C.

Service validation and testing

D.

Service asset and configuration management

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Question # 29

Which practice owns and manages issues, queries and requests from users?

A.

Service desk

B.

Problem management

C.

Incident management

D.

Change control

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Question # 30

Which is NOT a component of the service value system?

A.

The guiding principles

B.

Governance

C.

Practices

D.

The four dimensions of service management

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Question # 31

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

A.

Each iteration should be designed before starting the initiative and implemented without feedback

B.

Feedback should only be taken into account when one iteration fails to meet its objective

C.

Feedback should be reduced for large improvements as it is unlikely that circumstances will change

D.

Each iteration should be continually re-evaluated based on feedback

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Question # 32

What does ‘change enablement’ PRIMARILY focus on?

A.

Changes to service levels

B.

Changes to products and services

C.

Changes to organizational structure

D.

Changes to skills and competencies

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Question # 33

Which is the correct combination of items that makes up an IT service?

A.

Customers, providers and documents

B.

Information technology, people and processes

C.

Information technology, networks and people

D.

People, processes and customers

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Question # 34

Which is an input to the service value system?

A.

The system of directing and controlling an organization

B.

A model to help meet stakeholders expectations

C.

Recommendations to help an organization in all aspects of its work

D.

A need from consumers for new or changes services

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Question # 35

Which of the following is the MOST important for effective incident management?

A.

A variety of access channels

B.

Balanced scorecard review

C.

Automated pipelines

D.

Collaboration tools and techniques

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Question # 36

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

A.

Service level manager

B.

Service desk agent

C.

Change authority

D.

Problem analyst

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Question # 37

What type of change is often used for resolving incidents or implementing security patches?

A.

Standard change

B.

Normal change

C.

Emergency change

D.

Change model

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Question # 38

Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

A.

Service request management

B.

Service desk

C.

Problem management

D.

Continual management

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Question # 39

Which is a service request?

A.

Requesting a workaround for an issue

B.

Requesting information about how to create a document

C.

Requesting an enhancement to an application

D.

Requesting investigation of a degraded service

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Question # 40

Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

A.

Relationship management

B.

Change control

C.

Release management

D.

Monitoring and event management

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Question # 41

Which practices are typically involved in the implementation of a problem resolution?

1. Continual improvement

2. Service request management

3. Service level management

4. Change control

A.

1 and 2

B.

1 and 4

C.

3 and 4

D.

2 and 3

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Question # 42

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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Question # 43

Which statement about service desks is CORRECT?

A.

The service desk should work in close collaboration with support and development teams

B.

The service desk should rely on self-service portals instead of escalation to support teams

C.

The service desk should remain isolated from technical support teams

D.

The service desk should escalate all technical issues to support and development teams

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Question # 44

Which statement about emergency changes is CORRECT?

A.

The testing of emergency can be eliminated in order to implement the change quickly

B.

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

C.

Emergency changes should be authorized and implemented as service requests

D.

Emergency changes must be fully documented before authorization and implementation

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Question # 45

What is the expected outcome from using a service value chain?

A.

Service value streams

B.

Value realization

C.

Customer engagement

D.

The application of practices

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Question # 46

Which practice updates information relating to symptoms and business impact?

A.

Service level management

B.

Change control

C.

Service request management

D.

Incident management

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Question # 47

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

A.

Progress iteratively with feedback

B.

Think and work holistically

C.

Keep it simple and practical

D.

Focus on value

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Question # 48

What is warranty?

A.

Assurance that a product or service will meet agreed requirements

B.

The amount of money spent on a specific activity or resource

C.

The functionality offered by a product or service to meet a particular need

D.

The perceived benefits, usefulness and importance of something

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Question # 49

What helps diagnose and resolve a simple incident?

A.

Rapid escalation

B.

Formation of a temporary team

C.

The use of scripts

D.

Problem prioritization

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Question # 50

Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

A.

Service request management

B.

Service configuration management

C.

Deployment management

D.

Change enablement

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Question # 51

Which are elements of the service value system?

A.

Service provision, service consumption, service relationship management

B.

Governance, service value chain, practices

C.

Outcomes, utility, warranty

D.

Customer value, stakeholder value, organization

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Question # 52

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 low of the model helps organizations to link improvements to its goals

C.

The model is applicable to only certain parts of the service value system

D.

Organizations should use an additional model or method to link improvements to customer value

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Question # 53

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.

measured

B.

rewarded

C.

managed

D.

defined

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Question # 54

In service relationships, what is a benefit of identifying consumer roles?

A.

It enables effective stakeholder management

B.

It provides shared service expectations

C.

It removes constraints from the customer

D.

It enables a common definition of value

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Question # 55

Which TWO of the following are considerations of change enablement?

1. Managing the people aspects of change

2. Ensuring that organizational transformations are successful

3. Maximizing the number of successful service changes

4. Ensuring that changes are properly assessed

A.

1 and2

B.

2 and 3

C.

3 and 4

D.

1 and 4

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Question # 56

What is MOST LIKELY to be handled as a service request?

A.

An emergency change to apply a security patch

B.

The implementation of a workaround

C.

Providing a virtual server for a development team

D.

Managing an interruption to a service

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Question # 57

Which value chain activity is concerned with the availability of service components?

A.

Design and transition

B.

Deliver and support

C.

Plan

D.

Obtain/build

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Question # 58

Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

A.

Incident management

B.

Service level management

C.

Problem management

D.

Service request management

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Question # 59

When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?

A.

Business objectives

B.

Improvement plans

C.

Assessment results

D.

Measureable Targets

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Question # 60

Which action is performed by a service provider?

A.

Requesting required service actions

B.

Authorizing budget for service consumption

C.

Ensuring access to agreed resources

D.

Receiving of the agreed goods

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Question # 61

A service offering may include, access to resources, and service actions, which is an example of a service action?

A.

A mobile phone enables a user to work remotely

B.

A password allows a user connect to a Wifi network

C.

A license allows a user to install a software product

D.

A service desk agent provides support to user.

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Question # 62

Which ‘service level management’ activity helps staff to deliver a more business-focused service?

A.

Creating targets based on the percentage of uptime of a service

B.

Understanding the ongoing requirements of customers

C.

Using complex technical terminology in service level agreements (SLAs)

D.

Measuring low-level operational activities

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Question # 63

Which statement about service offerings is CORRECT?

A.

The same product can be used as a basis for more than one service offering

B.

Service offerings include the transfer of goods from the consumer to the prowler

C.

Service offerings describe how providers and consumers cooperate to co-create value

D.

Each service should be described to consumers as a single service offering

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Question # 64

Identify the missing word in the following sentence.

A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services

A.

problem

B.

risk

C.

change

D.

configuration item

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Question # 65

Which practice recommends the use of event-based surveys to gather feedback from customers?

A.

Service level management

B.

Change enablement

C.

Service request management

D.

Problem management

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Question # 66

Which statement about value streams is CORRECT?

A.

Each value stream must include all six value chain activities

B.

Each value stream must be designed for a specific scenario

C.

Each value stream must include all 34 ITIL practices

D.

Each value stream must include suppliers or partners

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Question # 67

A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?

A.

Problem

B.

Incident

C.

Event

D.

Known error

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Question # 68

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 flow of the model helps organizations to link improvements to its goals

C.

The model is applicable to only certain parts of the service value system

D.

Organizations should use an additional model or method to link improvements to customer value

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Question # 69

What is the purpose of the ‘deployment management’ practice?

A.

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

B.

To make new and changed services and features available for use

C.

To move new or changed components to live environments

D.

To plan and manage the full lifecycle of all IT assets.

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Question # 70

Which is part of the definition of a customer?

A.

The role that defines the requirements for a service

B.

A means of enabling value co-creation

C.

The role that authorizes budget for service consumption

D.

A set of specialized organizational capabilities for enabling value

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Question # 71

Which step of the continual improvement model includes baseline assessments?

A.

Did we get there?

B.

Where are we now?

C.

What is the vision?

D.

Where do we want to be?

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Question # 72

What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.

A.

Service level manager

B.

Service desk agent

C.

Change authority

D.

Problem analyst

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Question # 73

Which two are considered part of the ‘organizations and people’ dimension of service management?

1.Systems of authority

2.Culture

3.Relationships between organizations

4.Workflows

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

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Question # 74

Which is a purpose of release management?

A.

To protect the organization’s information

B.

To handle user-initiated service requests

C.

To make new and changed services available for use

D.

To move hardware and software to live environments

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Question # 75

Which guiding principle considers the importance of customer loyalty?

A.

Progress iteratively with feedback

B.

Focus on value

C.

Optimize and automate

D.

Start where you are

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