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ITIL-4-Foundation Exam Free Practice Test with100% Accurate Answers
NEW QUESTION 230
Which are elements of the service value system?
- A. Outcomes, utility, warranty
- B. Governance, service value chain, practices
- C. Customer value, stakeholder value, organization
- D. Service provision, service consumption, service relationship management
Answer: B
NEW QUESTION 231
What should be done first when applying the 'focus on value' guiding principle?
- A. Identify all suppliers and partners involved in the service
- B. Determine who the service consumer is in each situation
- C. Determine the cost of providing the service
- D. Identify the outcomes that the service facilitates
Answer: B
NEW QUESTION 232
For which purpose would the continual improvement practice use a SWOT analysis?
- A. Tracking and managing ideas
- B. Defining the future desired state
- C. Ensuring everyone actively participates
- D. Understanding the current state
Answer: D
Explanation:
A SWOT (also known as SLOT) analysis is a powerful strategic planning tool used to evaluate the Strengths, Weaknesses/Limitations, Opportunities and Threats to a project or business
http://steppingstonesforbusiness.co.uk/wp-content/uploads/2012/07/FS116-SWOT-Analysis-for-Continuous-Improvement.pdf
NEW QUESTION 233
Which function is responsible for the management of a data centre?
- A. Facilities management
D18912E1457D5D1DDCBD40AB3BF70D5D - B. Application management
- C. Technical management
- D. Service desk
Answer: A
NEW QUESTION 234
What is used as a tool to help define and measure performance?
- A. A continual improvement register
- B. A service level agreement
- C. A change schedule
- D. An incident record
Answer: C
NEW QUESTION 235
Which of the following is the MOST important 'or effective incident management?
- A. A variety of access channels
- B. Balanced scorecard review
- C. Automated pipelines
- D. Collaboration tools and techniques
Answer: D
NEW QUESTION 236
Which is CORRECT about change authorization?
- A. A change authority is assigned each time a standard change is requested
- B. Assignment of the change authority is based on the charge type and model
- C. Emergency changes are authorized by the technician making the change
- D. The chance authority will ensure changes are authorized after they are deployed
Answer: B
NEW QUESTION 237
Which is included in the purpose of the 'improve' value chain activity?
- A. Ensuring the continual improvement of practices across all value chain activities
- B. Ensuring a shared understanding of the improvement direction for services across the organization
- C. Ensuring continual engagement and good relationships with all stakeholders
- D. Ensuring that services continually meet expectations for quality, costs, and lime to market
Answer: A
Explanation:
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://wiki.process-symphony.com.au/framework/lifecycle/service-value-systemitil-4/#:~:text=The%20purpose%20of%20the%20improve,four%20dimensions%20of%20service%20management.
NEW QUESTION 238
What should remain uonslani within an organization, even when the organization's objectives change?
- A. Outputs
- B. Outcomes
- C. Service offerings
- D. Guiding principles
Answer: D
NEW QUESTION 239
What is MOST LIKELY to be handled as a service request?
- A. Providing a virtual server for a development team
- B. Managing an interruption to a service
- C. An emergency change to apply a security patch
- D. The implementation of a workaround
Answer: B
NEW QUESTION 240
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
- A. Relationship managers
- B. Customers
- C. Suppliers
- D. Developers
Answer: B
NEW QUESTION 241
Which statement about the 'incident management' practice is CORRECT?
- A. It maintains detailed procedures for diagnosing incidents.
- B. It identifies the cause of major incidents.
- C. It authorizes changes to resolve incidents.
- D. It resolves the highest impact incidents first.
Answer: D
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION 242
Which service transition process provides guidance about converting data into information?
- A. Knowledge management
- B. Change evaluation
D18912E1457D5D1DDCBD40AB3BF70D5D - C. Service asset and configuration management
- D. Service validation and testing
Answer: A
NEW QUESTION 243
Which can act as an operating model for an organization?
- A. The service value chain
- B. The ITIL guiding principles
- C. Continual improvement
- D. The four dimensions of service management
Answer: A
NEW QUESTION 244
What is the purpose of the 'problem management' practice?
- A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
- B. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
- C. To protect the information needed by the organization to conduct its business
- D. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
Answer: D
NEW QUESTION 245
Which value chain activity communicates the current status of all four dimensions of service management?
- A. Obtain/build
- B. Engage
- C. Plan
- D. Improve
Answer: C
NEW QUESTION 246
Which statement about the steps to fulfill a service request is CORRECT?
- A. They should include incident handling
- B. They should be brief and simple
- C. They should be complex and detailed
- D. They should be well-known and proven
Answer: D
NEW QUESTION 247
Which is a supplier category?
- A. Customer
- B. Resource
- C. Commodity
- D. Technical
Answer: B
NEW QUESTION 248
Which dimension of service management considers how activities are coordinated?
- A. Value streams and processes
- B. Information and technology
- C. Partners and suppliers
- D. Organizations and people
Answer: A
NEW QUESTION 249
Which statement about outcomes is CORRECT9
- A. Outcomes provide assurance to stakeholders on how a service performs
- B. Outcomes enable products to be delivered to a stakeholder
- C. An outcome defines the amount of money spent on technology for a service
- D. An outcome depends on at least one output to deliver a result
Answer: D
NEW QUESTION 250
Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.
- A. Customer
- B. Service consumer
- C. Service provider
- D. Supplier
Answer: C
NEW QUESTION 251
What is the expected outcome from using a service value chain?
- A. Customer engagement
- B. Value realization
- C. Service value streams
- D. The application of practices
Answer: B
NEW QUESTION 252
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