2024 ITIL-4-Foundation exam torrent ITIL-4-Foundation Study Guide
Easily pass ITIL-4-Foundation Exam with our Dumps & PDF Test Engine
ITIL 4 Foundation exam is offered by Axelos, the official accreditation body for ITIL. ITIL-4-Foundation exam can be taken online or at an authorized testing center. Candidates who pass the exam receive the ITIL 4 Foundation certification, which is valid for life. ITIL 4 Foundation Exam certification also provides a pathway for further ITIL 4 certifications.
ITIL 4 Foundation Exam covers the key concepts and terminology of ITIL 4, including the service value system, service value chain, guiding principles, and four dimensions of service management. ITIL-4-Foundation exam also provides an understanding of the ITIL 4 service management framework and how it can be used to improve IT service delivery.
NEW QUESTION # 19
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and
managed?
- A. As a change request
- B. As a service request
- C. As an event
- D. As a problem
Answer: D
NEW QUESTION # 20
What is the PRIMARY use of a change schedule?
- A. To support the 'incident management' practice and improvement planning
- B. To manage emergency changes
- C. To plan changes and help avoid conflicts
- D. To manage standard changes
Answer: C
NEW QUESTION # 21
What role would be MOST suitable for someone with tots of experience working in IT and business roles?
They also have experience of managing relationships with various stakeholders, including suppliers and business managers.
- A. Problem analyst
- B. Service level manager
- C. Change authority
- D. Service desk agent
Answer: B
NEW QUESTION # 22
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. Identify the outcomes that the service facilitates
- D. Determine the cost of providing the service
Answer: B
NEW QUESTION # 23
Which value chain activity communicates the current status of all four dimensions of service management?
- A. Plan
- B. Engage
- C. Improve
- D. Obtain/build
Answer: A
NEW QUESTION # 24
Which Practice includes management of workarounds and known errors?
- A. Service configuration management
- B. Monitoring and event management
- C. Incident management
What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are managed:
Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents. - D. Problem management
Answer: D
NEW QUESTION # 25
What should remain constant within an organization, even when the organization's objectives change?
- A. Guiding principles
- B. Service offerings
- C. Outcomes
- D. Outputs
Answer: A
Explanation:
Explanation
https://www.bmc.com/blogs/itil-guiding-principles/
NEW QUESTION # 26
Which is the BEST type of resource for investigating complex incidents?
- A. Self-help systems
- B. Detailed work instructions
- C. Knowledgeable support staff
- D. Disaster recovery plans
Answer: C
Explanation:
More complex incidents will usually be escalated to a support team for resolution, or even suppliers and partners who offer support for products and services they provide.
NEW QUESTION # 27
Which is a key element of the 'think and work holistically' guiding principle?
- A. Understanding the methods applicable to complex systems
- B. Assessing which procedures can be re-used when improving a service
- C. Eliminating metrics which do not contribute to achieving an objective
- D. Using technology for standard tasks to give people time for complex activities
Answer: A
Explanation:
Explanation
No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.
Taking a holistic approach to service management includes establishing an understanding of how all the parts of an organization work together in an integrated way (remember the four dimensions of service management?), including having an end-to-end visibility of how demand is captured and translated into outcomes. In a complex system, the alteration of one element can impact others and, where possible, these impacts need to be identified, analysed and planned for.
To apply this principle successfully, consider this advice:
Recognize the complexity of the systems
Collaboration is key to thinking and working holistically
Where possible, look for patterns in the needs of and interactions between system elements Automation can facilitate working holistically
https://www.bmc.com/blogs/itil-guiding-principles/
NEW QUESTION # 28
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
- A. Service request management
- B. Continual management
- C. Service desk
- D. Problem management
Answer: C
Explanation:
"Service desk staff require training and competency across a number of broad technical and business areas. In particular, they need to demonstrate excellent customer service skills such as empathy, incident analysis and prioritization, effective communication, and emotional intelligence.
https://www.servicedeskinstitute.com/the-case-for-itil4-foundation-service-desk-analyst-training/#:~:text=%E2%80%9CService%20desk%20staff%20require%20training,effective%20communication%2C%20and%20emotional%20intelligence.
NEW QUESTION # 29
What is the primary focus of business capacity management?
- A. Management, control and prediction of the performance, utilization and capacity of individual elements of
IT technology - B. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT
services - C. Future business requirements for IT services are quantified, designed, planned and implemented in a
timely fashion - D. Review of all capacity supplier agreements and underpinning contracts with supplier management
Answer: C
NEW QUESTION # 30
What are the KEY stakeholder groups mat service providers should cooperate with?
- A. Customers
- B. Suppliers
- C. Relationship managers
- D. Developers
Answer: A
Explanation:
Customers are one of the key stakeholder groups that service providers should cooperate with. Customers are the persons who define the requirements for a service and take responsibility for the outcomes of service consumption1. Customers can be internal or external to the service provider's organization2. Customers are essential for value co-creation, as they provide feedback, resources, and demand for services3. References: ITIL Foundation - ITIL 4 Edition, page 5; ITIL 4 - A Pocket Guide, page 18; [ITIL
4 Practice Guide: Customer Relationship Management], page 7.
NEW QUESTION # 31
Which statement BEST describes the value of service strategy to the business?
- A. It allows higher volumes of successful change
- B. It reduces unplanned costs through optimized handling of service outages
- C. It reduces the duration and frequency of service outages
- D. It enables the service provider to understand what levels of service will make their customers successful
Answer: D
NEW QUESTION # 32
What is a problem?
- A. Any change of state that has significance for the management of a configuration item
- B. A cause or potential cause of one or more incidents
- C. An addition or modification that could have an effect on services
- D. An unplanned reduction in the quality of a service
Answer: B
NEW QUESTION # 33
Which guiding principle focuses on reducing costs and human errors?
- A. Optimize and automate
- B. Think and work holistically
- C. Collaborate and promote visibility
- D. Focus and value
Answer: A
NEW QUESTION # 34
Which statement about outcomes is CORRECT?
- A. The co-create value for service providers by reducing costs and risks.
- B. They are deliverables provided to service consumers.
- C. They provide products to service providers based on outputs.
- D. They allow service consumers to achieve a desired result.
Answer: D
Explanation:
Explanation/Reference: https://www.axelos.com/news/blogs/february-2015/difference-between-outputs-and-outcomes-in- itsm
NEW QUESTION # 35
Which action is performed by a service provider?
- A. Receiving of the agreed goods
- B. Ensuring access to agreed resources
- C. Authorizing budget for service consumption
- D. Requesting required service actions
Answer: B
NEW QUESTION # 36
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
- A. Continual improvement
- B. Monitoring and event management
- C. Information security management
- D. Service level management
Answer: C
Explanation:
Explanation
To protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication and non-repudiation.
https://www.bmc.com/blogs/itil-management-practices/
NEW QUESTION # 37
What should be done for every problem?
- A. It should be diagnosed to identify possible solutions
- B. It should be resolved so that it can be closed
- C. It should be prioritized based on its potential impact and probability
- D. It should have a workaround to reduce the impact
Answer: C
NEW QUESTION # 38
What is a configuration item?
- A. A problem that has been analyzed but has not been resolved
- B. Any change of state that has significance for the management of a service
- C. Any component that needs to be managed in order to deliver an IT service
- D. Any financially valuable component that can contribute to delivery of an IT product or service
Answer: C
NEW QUESTION # 39
What term is used to describe the functionality of a service?
- A. Utility
- B. Warranty
- C. Outcome
- D. Output
Answer: D
NEW QUESTION # 40
Which BEST describe the focus of the 'think and work holistically' principle?
- A. Breaking down large initiative into smaller pieces of work
- B. Eliminating unnecessary steps to deliver valuable outcomes
- C. Considering the existing organizational assets before building something new
- D. Integrating an organization's activities to deliver value
Answer: D
Explanation:
Explanation
Think and work holistically
No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.
https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=5.,rather%20than%20as%20separate%20parts.
NEW QUESTION # 41
......
ITIL 4 Foundation certification exam is an essential certification for IT professionals who want to learn about the latest version of the ITIL framework and its practical application in IT service management. It is a globally recognized certification that can improve job prospects and demonstrate a commitment to continuous learning and professional development. With its vendor-neutral approach and comprehensive coverage of essential ITIL concepts, the ITIL 4 Foundation certification is an excellent starting point for anyone interested in IT service management.
ITIL-4-Foundation PDF Pass Leader, ITIL-4-Foundation Latest Real Test: https://actualtests.torrentexam.com/ITIL-4-Foundation-exam-latest-torrent.html
