ITIL ITIL-4-Foundation Exam Prep Guide: Prep guide for the ITIL-4-Foundation Exam
2022 New Preparation Guide of ITIL ITIL-4-Foundation Exam
NEW QUESTION 87
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?
- A. Service level management
- B. Change enablement
- C. Service request management
- D. Incident management
Answer: C
NEW QUESTION 88
Which activity is part of the 'continual improvement' practice?
- A. Identifying the cause of incidents and recommending related improvements
- B. Making business cases for improvement action
- C. Authorizing changes to implement improvements
- D. Logging and managing incidents that result in improvement opportunities
Answer: A
NEW QUESTION 89
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
- A. Service level management
- B. Monitoring and event management
- C. Incident management
- D. IT asset management
Answer: A
Explanation:
Explanation/Reference: https://advisera.com/20000academy/blog/2019/06/17/sfia-and-itil-a-winning-combination-for-it- businesses/
NEW QUESTION 90
Which statement about outcomes is CORRECT?
- A. An outcome can be enabled by more than one output
- B. An outcome is a tangible or intangible activity
- C. An output can be enabled by one or more outcomes
- D. Outcomes are how the service performs
Answer: A
NEW QUESTION 91
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
- A. Problem management
- B. Service desk
- C. Service request management
- D. Continual management
Answer: B
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 92
What is the starting point for optimization?
- A. Securing stakeholder engagement
- B. Determining where the most positive impact would be
- C. Standardizing practices and services
- D. Understanding the vision and objectives of the organization
Answer: D
NEW QUESTION 93
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.
- A. assets
- B. customers
- C. CIs
- D. suppliers
Answer: C
NEW QUESTION 94
Which guiding principle recommends standardizing and streamlining manual tasks?
- A. Optimize and automate
- B. Collaborate and promote visibility
- C. Focus on value
- D. Think and work holistically
Answer: A
NEW QUESTION 95
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
- A. Meeting stakeholder expectations
- B. Understanding stakeholder needs
- C. Ensuring service components are available
- D. Understanding the organization's vision
Answer: A
Explanation:
The purpose of 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.
NEW QUESTION 96
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
- A. Supplier management
- B. Change enablement
- C. Service desk
- D. Relationship management
Answer: D
NEW QUESTION 97
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 service or process
- C. An input from availability management to service level management, detailing the service design plan
- D. A formal plan to implement improvements to a customer's business processes
Answer: B
NEW QUESTION 98
What can be described as an operating model for the creating and management of products and services?
- A. Service value chain
- B. Guiding principles
- C. Practices
- D. Governance
Answer: A
NEW QUESTION 99
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. Supplier
- D. Service provider
Answer: D
NEW QUESTION 100
What should be used to set user expectations for request fulfillment times?
- A. The consumer demand for the service
- B. The time that the customer indicates for service delivery
- C. The time needed to realistically deliver the service
- D. The service levels of the supplier
Answer: C
NEW QUESTION 101
When planning 'continual improvement', which approach for assessing the current state of a service is
CORRECT?
- A. An organization should always use a single technique to ensure metrics are consistent
- B. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
- C. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
- D. An organization should always develop competencies in methodologies and techniques that will meet their
needs
Answer: D
NEW QUESTION 102
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 that initiates a service action
- C. The removal of anything that could have a direct or indirect effect on services
- D. Any component that needs to be managed in order to deliver a service
Answer: A
NEW QUESTION 103
Identity the missing word(s) in the blowing sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].
- A. charges
- B. known errors
- C. events
- D. IT assets
Answer: B
NEW QUESTION 104
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