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ITIL ITIL-4-Foundation Exam Syllabus Topics:
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NEW QUESTION 15
Which BEST describes the purpose of the 'improve' value chain activity?
- A. To ensure a shared understanding of the vision and improvement direction for all products and services
- B. To continually improve all products and services across all value chain activities
"The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management."
https://www.symphonysummit.com/products/defining-industry-terms-itsm-itil-itil4/#:~:text=Improve%20%E2%80%93%E2%80%9CThe%20purpose%20of%20the,four%20dimensions%20of%20service%20management.%E2%80%9D - C. To make new and improved services and features available for use
- D. To organize a major improvement initiative into several smaller initiatives
Answer: B
NEW QUESTION 16
Why should service desk staff detect recurring issues?
- A. To ensure effective handling of service requests
- B. To escalate incidents to the correct support team
- C. To help identify problems
- D. To engage the correct change authority
Answer: C
NEW QUESTION 17
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
- A. Information security management
- B. Service configuration management
- C. Change enablement
- D. Problem management
Answer: A
NEW QUESTION 18
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
- A. Service management
- B. Service provision
- C. Service offering
- D. Service consumption
Answer: A
NEW QUESTION 19
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
- A. Service provision
- B. Service offering
- C. Service consumption
- D. Service relationship management
Answer: D
NEW QUESTION 20
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
- A. Deployment management
- B. Service request management
- C. Service configuration management
- D. Change enablement
Answer: B
NEW QUESTION 21
Which service transition process provides guidance about converting data into information?
- A. Knowledge management
- B. Change evaluation
D18912E1457D5D1DDCBD40AB3BF70D5D - C. Service validation and testing
- D. Service asset and configuration management
Answer: A
NEW QUESTION 22
Which statement about the 'four Ps' of service design is CORRECT?
- A. Processes refers to skill and training
- B. People refers to technology and tools
- C. Products refers to producers and metrics
- D. Partners refers to suppliers and vendors
Answer: D
NEW QUESTION 23
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
- A. Optimize and automate
- B. Think and work holistically
- C. Collaborate and promote
- D. Focus on value
Answer: B
NEW QUESTION 24
Which statement about outcomes is CORRECT?
- A. They provide products to service providers based on outputs.
- B. They allow service consumers to achieve a desired result.
- C. They are deliverables provided to service consumers.
- D. The co-create value for service providers by reducing costs and risks.
Answer: B
Explanation:
Reference: https://www.axelos.com/news/blogs/february-2015/difference-between-outputs-and-outcomes-in- itsm
NEW QUESTION 25
Which practice makes use of methods from Lean. Agile and DevOps?
- A. Incident management
- B. Continual improvement
- C. Service desk
- D. Problem management
Answer: B
NEW QUESTION 26
What is an IT asset?
- A. The removal of anything that could have a direct or indirect effect on services
- B. Any financially valuable component that can contribute to delivery of an IT product or service
- C. Any component that needs to be managed in order to deliver a service
- D. A request from a user that initiates a service action
Answer: B
NEW QUESTION 27
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].
- A. values
- B. elements
- C. assets
- D. services
Answer: D
NEW QUESTION 28
Which statement about change authorities is CORRECT?
- A. Change authorities are assigned when each change is deployed
- B. Change authorities are only required for authorizing emergency changes
- C. Change authorities are assigned for each type of change and change model
- D. Change authorities are only required for authorizing normal changes
Answer: C
NEW QUESTION 29
What is a change schedule used for?
- A. To help plan emergency changes
- B. To help manage normal changes
- C. To help authorize standard changes
- D. To help assign a change authority
Answer: B
NEW QUESTION 30
Which value chain activity ensures that ongoing service activity meets user expectations?
- A. Obtain/build
- B. Engage
- C. Plan
- D. Deliver and support
Answer: D
NEW QUESTION 31
Which activity is part of the 'continual improvement' practice?
- A. Providing a clear path for users to report issues, queries, and requests
- B. Identifying and logging opportunities
- C. Delivering tactical and operational engagement with customers
- D. Populating and maintaining the asset register
Answer: B
NEW QUESTION 32
Which of the following is included in the purpose of the 'continual improvement' practice?
- A. The alignment of the organization's practices and services with changing business needs
- B. The restoration of normal service operation as quickly as possible
- C. The establishment of links between the organization and its stakeholders at strategic and tactical levels
- D. The reduction of the likelihood and impact of incidents
Answer: A
Explanation:
Continual improvement encompasses all elements of the ITIL SVS. It involves aligning an organization's practices and services with changing business needs, through the ongoing assessment and improvement of each element involved in the management of products and services. Continual improvement applies to the SVS in its entirety, as well as to all of the organization's products, services, service components, and relationships, and is the responsibility of every individual involved in service management.
https://www.bmc.com/blogs/itil-continual-improvement/
NEW QUESTION 33
When should a workaround be created?
- A. When a problem cannot be resolved quickly
- B. After the resolution of a problem
- C. When a potential permanent solution has been identified
- D. As soon as possible, once the incident is logged
Answer: A
Explanation:
Reference: https://www.globalknowledge.com/us-en/resources/resource-library/articles/incidents-and- problems-workarounds/
NEW QUESTION 34
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
- A. Service level management
- B. Change enablement
- C. Problem management
- D. Service request management
Answer: A
NEW QUESTION 35
Which activity is part of the 'continual improvement' practice?
- A. Authorizing changes to implement improvements
- B. Identifying the cause of incidents and recommending related improvements
- C. Making business cases for improvement action
- D. Logging and managing incidents that result in improvement opportunities
Answer: B
NEW QUESTION 36
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