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ITIL ITIL-4-Foundation Exam Syllabus Topics:
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NEW QUESTION 168
What is a definition of a service improvement plan (SIP)?
- A. An input from financial management for IT services to service level management, detailing the budget plan
- B. A formal plan to implement improvements to a customer's business processes
- C. An input from availability management to service level management, detailing the service design plan
- D. A formal plan to implement improvements to a service or process
Answer: D
NEW QUESTION 169
What do customer perceptions and business outcomes help to define?
- A. The total cost of a service
- B. The value of a service
- C. Key performance indicators (KPIs)
- D. Service metrics
Answer: B
NEW QUESTION 170
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. services
- B. assets
- C. elements
- D. values
Answer: A
NEW QUESTION 171
What is typically needed to assign complex incidents to support groups?
- A. The incident priority
- B. A change schedule
- C. The incident category
- D. A self-help tool
Answer: C
NEW QUESTION 172
Which statement about output is correct?
- A. They consist of several outcomes.
- B. They describes how the service performs.
- C. They contribute to the achievement of outcomes
- D. They capture customer demand for services
Answer: C
NEW QUESTION 173
Which practice has a purpose that includes ensuring that risks have been properly assessed?
- A. Problem management
- B. Service level management
- C. Service configuration management
- D. Change control
Answer: D
NEW QUESTION 174
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. Known error
- B. Problem
- C. Event
- D. Incident
Answer: B
NEW QUESTION 175
Which statement about the steps to fulfill a service request is CORRECT?
- A. They should include incident handling
- B. They should be complex and detailed
- C. They should be brief and simple
- D. They should be well-known and proven
Answer: D
NEW QUESTION 176
Which statement about outcome is CORRECT?
- A. Outcomes give service consumers assurance of products or services
- B. Outcomes use activities to produce tangible or intangible deliverables
- C. Outcomes rely on outputs to deliver results for a stakeholder
- D. Outcomes help a service consumer to assess the cost of a specific activity
Answer: C
NEW QUESTION 177
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.
- A. four dimensions of service management
- B. 'service request management' practice
- C. 'focus on value' guiding principle
- D. service value system
Answer: D
NEW QUESTION 178
Identify the missing words in the following sentence.
The 'incident management' practice should maintain [?] for logging and managing incidents.
- A. a value chain activity
- B. a dedicated team
- C. detailed procedures
- D. a formal process
Answer: C
NEW QUESTION 179
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
- A. Understanding the customer's perception of value
- B. Standardization of practices and services
- C. Understanding the current state and identifying what can be reused
- D. The ability to discover and respond to failure earlier
Answer: D
NEW QUESTION 180
What is defined as a change of state that has significance for the management of an IT service?
- A. Event
- B. Known error
- C. Problem
- D. Incident
Answer: A
NEW QUESTION 181
Which statement about the 'four Ps' of service design is CORRECT?
- A. People refers to technology and tools
- B. Products refers to producers and metrics
D18912E1457D5D1DDCBD40AB3BF70D5D - C. Processes refers to skill and training
- D. Partners refers to suppliers and vendors
Answer: D
NEW QUESTION 182
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 protect the information needed by the organization to conduct its business
- C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
- D. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
Answer: C
NEW QUESTION 183
What is an IT asset?
- A. Any financially valuable component that can contribute to delivery of an IT product or service
- B. A request from a user mat initiates a service action
- C. Any component that needs to be managed in order to deliver a service
- D. The removal of anything that could have a direct or indirect effect on services
Answer: A
NEW QUESTION 184
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. managed
- B. defined
- C. rewarded
- D. measured
Answer: A
Explanation:
Reference: https://www.bmc.com/blogs/itil-management-practices/
NEW QUESTION 185
When planning 'continual improvement', which approach for assessing the current state of a service is
CORRECT?
- A. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
- B. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
- C. An organization should always use a single technique to ensure metrics are consistent
- D. An organization should always develop competencies in methodologies and techniques that will meet
their
needs
Answer: D
NEW QUESTION 186
Which describes a CORRECT approach to change authorization?
- A. formal changes should be assessed and authorized before they are deployed
- B. formal changes are typically implemented as service requests and authorized by the service desk
- C. Changes included in the change schedule are pre-authorized and do not need additional authorization
- D. Emergency changes should be authorized by as many people as possible to reduce risk
Answer: A
NEW QUESTION 187
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