ITIL.ITIL-4-Foundation.v2021-06-19 - freecram.com

ITIL.ITIL-4-Foundation.v2021-06-19.q129

Exam Code: ITIL-4-Foundation

Exam Name: ITIL 4 Foundation Exam

Certification Provider: ITIL

Free Question Number: 129

Version: v2021-06-19

# of views: 118

# of Questions views: 1294

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NEW QUESTION: 1Which will NOT be handled as a service request?A. The degradation of a serviceB. The replacement of a toner cartridgeC. A complaint about a support teamD. The provision of a laptopAnswer: A (LEAVE A REPLY)

NEW QUESTION: 2Which practice has a purpose that includes the handling of pre-defined, user-initiateddemands for service?A. Change enablementB. Deployment managementC. Service request managementD. Service configuration managementAnswer: (SHOW ANSWER)

NEW QUESTION: 3Which is a purpose of the 'service desk' practice?A. To support the agreed quality of a service by handling all pre-defined, user-initiatedservice requestsB. To be the entry point and single point of contact for the service provider with all of itsusersC. To establish and nurture the links between the organization and its stakeholders atstrategic and tactical levelsD. To minimize the negative impact of incidents by restoring normal service operation asquickly as possible

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Answer: B (LEAVE A REPLY)

NEW QUESTION: 4Which dimension considers data security and privacy?A. Information and technologyB. Value streams and processesC. Partners and suppliersD. Organizations and peopleAnswer: A (LEAVE A REPLY)

NEW QUESTION: 5Which guiding principle considers customer and user experience?A. Start where you areB. Keep it simple and practicalC. Collaborate and promote visibilityD. Focus on valueAnswer: D (LEAVE A REPLY)

NEW QUESTION: 6Which practice is responsible for moving new or changed components to live or otherenvironments?A. Release managementB. Deployment managementC. Change enablementD. Supplier managementAnswer: B (LEAVE A REPLY)Reference: https://www.sysaid.com/blog/entry/itil-4-practices-whats-new-and-changed

NEW QUESTION: 7Which statement BEST describes the value of service strategy to the business?A. It reduces the duration and frequency of service outagesB. It allows higher volumes of successful changeC. It reduces unplanned costs through optimized handling of service outagesD. It enables the service provider to understand what levels of service will make theircustomers successfulAnswer: D (LEAVE A REPLY)

NEW QUESTION: 8Which practice has a purpose that includes managing risks to confidentiality, integrity andavailability?A. Information security management






B. Change enablementC. Problem managementD. Service configuration managementAnswer: A (LEAVE A REPLY)

NEW QUESTION: 9Which stakeholders co-create value in a service relationship?A. Investor and supplierB. Consumer and providerC. Provider and supplierD. Investor and consumerAnswer: B (LEAVE A REPLY)

NEW QUESTION: 10Which is a use of the change schedule?A. Assigning resources to changesB. Deciding the approval authority for changesC. Automating the change processD. Creating change modelsAnswer: A (LEAVE A REPLY)Reference: https://www.bmc.com/blogs/itil-change-enablement/

NEW QUESTION: 11Which problem management activity ensures that a problem can be easily tracked andmanagement information can be obtained?A. CategorizationB. DetectionC. PrioritizationD. EscalationAnswer: A (LEAVE A REPLY)ExplanationD18912E1457D5D1DDCBD40AB3BF70D5D

NEW QUESTION: 12What is the reason for using a balanced bundle of service metrics?A. It reports each service element separatelyB. It provides an outcome-based view of servicesC. It facilitates the automatic collection of metricsD. It reduces the number of metrics that need to be collectedAnswer: B (LEAVE A REPLY)






NEW QUESTION: 13Which practice has a purpose that includes aligning the organization's practices andservices with changing business needs?A. Service level managementB. Relationship managementC. Continual improvementD. Service configuration managementAnswer: C (LEAVE A REPLY)

NEW QUESTION: 14Which statement about the automation of service requests is CORRECT?A. Service requests that cannot be automated should be handled as incidentsB. Service requests and their fulfillment should be automated as much as possibleC. Service requests that cannot be automated should be handled as problemsD. Service requests and their fulfillment should be carried out by service desk staff withoutautomationAnswer: B (LEAVE A REPLY)

NEW QUESTION: 15Which statement about standard changes is CORRECT?A. The change does not require additional authorizationB. The appropriate change authority should be assigned to each type of changeC. The change can be implemented with less testing if necessaryD. A full assessment should be completed each time the change is implementedAnswer: (SHOW ANSWER)

NEW QUESTION: 16Which are phases of the release and deployment process?1. Release build and test2. Review and close3. Categorize and record4. Change authorization and scheduleA. 3 and 4B. 1 and 3C. 2 and 4D. 1 and 2Answer: (SHOW ANSWER)





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NEW QUESTION: 17Which is included in the purpose of the 'service level management' practice?A. To maximize the number of successful service and product changesB. To ensure accurate information about the configuration of services is availableC. To set clear business-based targets for service levelsD. To ensure that suppliers and their performance are managed appropriatelyAnswer: C (LEAVE A REPLY)

NEW QUESTION: 18Which costs are included in the value proposition of a service?A. Tangible or intangible results for the service consumer because they are using theserviceB. Money that the service consumer no longer needs to spend because they are using theserviceC. The benefits, usefulness. and importance of the service that are perceived by theservice consumerD. Additional expense that the service consumer has because they are using the serviceAnswer: C (LEAVE A REPLY)

NEW QUESTION: 19Which of the following is an example of workaround?A. An email server is restored after an incident is reportedB. A defective network switch is replaced with a new oneC. Server memory is increased when the server is unresponsiveD. A server is restarted to resolve an incidentAnswer: D (LEAVE A REPLY)

NEW QUESTION: 20Which is a supplier category?A. CommodityB. CustomerC. TechnicalD. Resource

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Answer: D (LEAVE A REPLY)

NEW QUESTION: 21What should be done to determine the appropriate metrics for measuring a new service?A. Using operational data to provide detailed service reportsB. Asking customers to provide numerical targets that meet their needsC. Asking customers open questions to establish their requirementsD. Measuring the performance over the first six months, and basing a solution on theresultsAnswer: A (LEAVE A REPLY)

NEW QUESTION: 22What is the starting point for optimization?A. Securing stakeholder engagementB. Understanding the vision and objectives of the organizationC. Determining where the most positive impact would beD. Standardizing practices and servicesAnswer: B (LEAVE A REPLY)

NEW QUESTION: 23Which practice has a purpose that includes maximizing success by ensuring that riskshave been properly assessed?A. Relationship managementB. Change controlC. Release managementD. Monitoring and event managementAnswer: B (LEAVE A REPLY)Reference: https://www.symphonysummit.com/products/what-is-it-service-management-itsm/

NEW QUESTION: 24Which practices are typically involved in the implementation of a problem resolution?1. Continual improvement2. Service request management3. Service level management4. Change controlA. 3 and 4B. 1 and 4C. 1 and 2D. 2 and 3Answer: B (LEAVE A REPLY)






NEW QUESTION: 25Which practice establishes a channel between the service provider and its users?A. Relationship managementB. Change enablementC. Supplier managementD. Service deskAnswer: D (LEAVE A REPLY)Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes

NEW QUESTION: 26What is defined as a change of state that has significate for the management of an ITservice?A. EventB. IncidentC. Known errorD. ProblemAnswer: (SHOW ANSWER)

NEW QUESTION: 27What are 'engage', 'plan' and 'improve' examples of?A. Change controlB. Service value chain activitiesC. Service level managementD. Service value chain inputsAnswer: B (LEAVE A REPLY)

NEW QUESTION: 28What is the purpose of the 'deployment management' practice?A. To make new or changed services available for useB. To set clear business-based targets for service performanceC. To ensure services achieve agreed and expected performanceD. To move new or changed components to live environmentsAnswer: D (LEAVE A REPLY)

NEW QUESTION: 29Which practice has a strong influence on the user experience and perception of the serviceprovider?A. Supplier managementB. Service level management





C. Change enablementD. Service deskAnswer: D (LEAVE A REPLY)

NEW QUESTION: 30Which statement about the steps to fulfill a service request is CORRECT?A. They should include incident handlingB. They should be brief and simpleC. They should be well-known and provenD. They should be complex and detailedAnswer: C (LEAVE A REPLY)

NEW QUESTION: 31What is defined as an unplanned interruption or reduction in the quality of a service?A. An incidentB. A problemC. An eventD. A changeAnswer: A (LEAVE A REPLY)



NEW QUESTION: 32Which is a key consideration for the guiding principle 'keep it simple and practical'?A. Start with a complex solution, then simplifyB. Ignore the conflicting objectives of different stakeholdersC. Understand how each element contributes to value creationD. Try to create a solution for every exceptionAnswer: (SHOW ANSWER)

NEW QUESTION: 33Which MOST helps an organization adapt ITIL concepts so that they apply to theorganization's specific circumstances?A. Guiding principles







B. Service value chainC. Continual improvementD. PracticesAnswer: (SHOW ANSWER)

NEW QUESTION: 34What is important for a 'continual improvement register' (CIR)?A. Improvement ideas are documented, assessed and prioritizedB. Improvement ideas from many sources are kept in a single CIRC. Improvement ideas that are not being actioned immediately are removed from the CIRD. Improvement ideas are tested, funded and agreedAnswer: A (LEAVE A REPLY)

NEW QUESTION: 35Which is an external input to the service value chain?A. An overall planB. Feedback loopsC. Customer requirementsD. The 'improve' value chain activityAnswer: C (LEAVE A REPLY)

NEW QUESTION: 36Which describes normal changes?A. Changes that need to be scheduled and assessed following a processB. Changes that must be implemented as soon as possibleC. Changes that are typically initiated as service requestsD. Changes that are low-risk and pre-authorizedAnswer: A (LEAVE A REPLY)

NEW QUESTION: 37Which is a key requirement for a successful service level agreement?A. It should relate to simple operational metricsB. It should be written in legal languageC. It should be simply written and easy to understandD. It should be based on the service provider's view of the serviceAnswer: C (LEAVE A REPLY)

NEW QUESTION: 38An SLA is a service level agreement.Which describes the 'watermelon SLA' effect?






A. A single SLA defines target service levels for multiple customer, so every customersees reports about other customers' experiences.B. The metrics in an SLA are focused on internal measures, so that reports showeverything is good, while the customer is not satisfied.C. SLA targets change very frequently, so that each report includes new measures andtrends cannot be analyzed.D. Introducing SLAs for a service enables customer to see that the service provider isdoing a really good job, so this improves satisfaction.Answer: B (LEAVE A REPLY)Reference: https://www.bmc.com/blogs/itil-service-level-management/

NEW QUESTION: 39What aspect of 'service level management' asks service consumers what their workinvolves and how technology helps them?A. Business metricsB. Customer feedbackC. Operational metricsD. Customer engagementAnswer: (SHOW ANSWER)

NEW QUESTION: 40Identify the missing word in the following sentence.A change is defined as the addition, modification, or removal of anything that could have adirect or indirect effect on [?].A. servicesB. assetsC. valuesD. elementsAnswer: (SHOW ANSWER)

NEW QUESTION: 41What is the purpose of problem management?A. Ensures services are restored as soon as possibleB. Helps direct the incident to the correct support areaC. Reduces the likelihood and impact of incidentsD. Determines how the service provider is perceivedAnswer: C (LEAVE A REPLY)

NEW QUESTION: 42What is the definition of a known error?A. A cause, or potential cause, of one or more incidents





B. A problem that has been analyzed and has not been resolvedC. Any change of state that has significance for the management of a service or otherconfiguration item (CI)D. An unplanned interruption to a service, or reduction in the quality of a serviceAnswer: B (LEAVE A REPLY)

NEW QUESTION: 43Which are elements of the service value system?A. Governance, service value chain, practicesB. Customer value, stakeholder value, organizationC. Outcomes, utility, warrantyD. Service provision, service consumption, service relationship managementAnswer: A (LEAVE A REPLY)

NEW QUESTION: 44Which Practice includes management of workarounds and known errors?A. Monitoring and event managementB. Service configuration managementC. Problem managementD. Incident managementAnswer: (SHOW ANSWER)ExplanationWhat is problem management?The purpose of problem management is to reduce the likelihood and impact of incidents byidentifying actual and potential causes of incidents, and managing workarounds and knownerrors.Problems are related to incidents, but it is important to differentiate them in the way theyare managed:* Incidents have an impact on users or business processes, and must be resolved so thatnormal business activity can take place.* Problems are the causes of incidents therefore they require investigation and analysis toidentify the causes, develop workarounds, and recommend longer-term resolution. Thisreduces the number and impact of future incidents.

NEW QUESTION: 45In which step of the 'continual improvement model' is an improvement plan implemented?A. Take actionB. How do we get there?C.What is the vision?D. Did we get there?Answer: (SHOW ANSWER)





NEW QUESTION: 46Which guiding principle considers the importance of customer loyalty?A. Start where you areB. Progress iteratively with feedbackC. Focus on valueD. Optimize and automateAnswer: C (LEAVE A REPLY)



NEW QUESTION: 47Which guiding principle discourages 'silo activity'?A. Start where you areB. Focus on valueC. Collaborate and promote visibilityD. Keep it simple and practicalAnswer: C (LEAVE A REPLY)

NEW QUESTION: 48Which statement about the 'continual improvement model' is CORRECT?A. The model is applicable to only certain parts of the service value systemB. Organizations should use an additional model or method to link improvements tocustomer valueC. The low of the model helps organizations to link improvements to its goalsD. Organizations should work through the steps of the model in the sequence in which theyare presentedAnswer: D (LEAVE A REPLY)

NEW QUESTION: 49When should a full risk assessment and authorization be carried out for a standardchange?A. Each time the standard change is implementedB.When an emergency change is requested






C.When the procedure for the standard change is createdD. At least once a yearAnswer: C (LEAVE A REPLY)

NEW QUESTION: 50What is the purpose of service level management?A. To establish and nurture the links between the organization and its stakeholders atstrategic and tactical levels.B. To track and manage improvement ideas from identification to final action, organizationsuse a database or structured document called a continual improvement register (CIR).C. To obtain/build activity that ensures the service components are available when andwhere they are needed and meet agreed specifications.D. To ensure that all current and planned IT services are delivered to agreed achievabletargets.Answer: (SHOW ANSWER)

NEW QUESTION: 51What type of change is MOST likely to be managed by the 'service request management'practice?A. An emergency changeB. An application changeC. A standard changeD. A normal changeAnswer: C (LEAVE A REPLY)

NEW QUESTION: 52What happens if a workaround becomes the permanent way of dealing with a problem thatcannot be resolved cost-effectively?A. Problem management restores the service as soon as possibleB. A change request is submitted to change controlC. The problem remains in the known error statusD. The problem record is deletedAnswer: C (LEAVE A REPLY)

NEW QUESTION: 53Which is a purpose of the 'service desk' practice?A. To capture demand for incident resolution and service requestsB. To reduce the likelihood and impact of incidents by identifying actual and potentialcauses of incidentsC. To set clear business-based targets for service performance





D. To maximize the number of successful IT changes by ensuring risks are properlyassessedAnswer: (SHOW ANSWER)

NEW QUESTION: 54What should be considered as part of the 'partners and suppliers' dimension?A. The required skills and competencies of teams and individual members of theorganizationB. The information created, managed and used in the course of service provision andconsumptionC. The activities, workflows, controls and procedures needed to achieve the agreedobjectivesD. The level of integration and formality involved in the relationships between organizationsAnswer: D (LEAVE A REPLY)

NEW QUESTION: 55Identify the missing word in the following sentence.The purpose of the 'information security management' practice is to [?] the organization'sinformation.A. provideB. protectC. auditD. storeAnswer: B (LEAVE A REPLY)

NEW QUESTION: 56Which ITIL concept describes governance?A. The service value systemB. The seven guiding principlesC. The four dimensions of service managementD. The service value chainAnswer: A (LEAVE A REPLY)

NEW QUESTION: 57When should a change request be submitted to resolve a problem?A. As soon as the analysis of the frequency and impact of incidents justifies the changeB. As soon as the analysis of cost, risks and benefits justifies the changeC. As soon as a solution for the problem has been identifiedD. As soon as a workaround for the problem has been identifiedAnswer: (SHOW ANSWER)






NEW QUESTION: 58Which is a purpose of release management?A. To handle user-initiated service requestsB. To move hardware and software to live environmentsC. To make new and changed services available for useD. To protect the organization's informationAnswer: C (LEAVE A REPLY)

NEW QUESTION: 59Which type of change is MOST LIKELY to be initiated as part of the 'service requestmanagement' practice?A. An emergency changeB. A change modelC. A normal changeD. A standard changeAnswer: D (LEAVE A REPLY)

NEW QUESTION: 60Which practice includes the use of approaches such as Lean, Agile and DevOps with theaim of facilitating a greater amount of change at a quicker rate?A. Service deskB. Continual improvementC. Service level managementD. Monitoring and event managementAnswer: C (LEAVE A REPLY)

NEW QUESTION: 61Which is a risk that might be removed from a service consumer by an IT service?A. Service provider ceasing to tradeB. Security breachC. Failure of server hardwareD. Cost of purchasing serversAnswer: (SHOW ANSWER)Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/

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NEW QUESTION: 62Where should all master copies of controlled software and documentation be stored?A. In the definitive security libraryB. In the definitive media libraryC. In the definitive production libraryD. In the definitive capacity libraryAnswer: B (LEAVE A REPLY)

NEW QUESTION: 63Which dimension is MOST concerned with skills, competencies, roles and responsibilities?A. Organizations and peopleB. Information and technologyC. Partners and suppliersD. Value streams and processesAnswer: (SHOW ANSWER)ExplanationValue streams and processes focus mainly on those areas which ensure integration andcoordination of various actions and parts which contribute towards better value creation forthe organization. This dimension is more concerned about the way the organization hasorganized the activities or processes and how it enables and ensures the value creationacross all stakeholders.https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management

NEW QUESTION: 64When planning 'continual improvement', which approach for assessing the current state ofa service is CORRECT?A. An organization should always develop competencies in methodologies and techniquesthat will meet their needsB. An organization should always use a strength, weakness, opportunity and threat(SWOT) analysisC. An organization should always use a single technique to ensure metrics are consistentD. An organization should always use an approach that combines Lean, Agile and DevOpsmethodologiesAnswer: A (LEAVE A REPLY)

NEW QUESTION: 65






Which guiding principle recommends organizing work into smaller, manageable sectionsthat can be executed and completed in a timely manner?A. Progress iteratively with feedbackB. Start where you areC. Collaborate and promote visibilityD. Focus on valueAnswer: A (LEAVE A REPLY)

NEW QUESTION: 66Which is a purpose of the 'service level management' practice?A. To ensure that the organization's suppliers and their performance are managedappropriatelyB. To establish and nurture the links between the organization and its stakeholdersC. To support the agreed quality of a service handling all agreed, user-initiated servicerequestsD. To set clear business-based targets for service levelsAnswer: D (LEAVE A REPLY)

NEW QUESTION: 67Which is considered by the 'partners and suppliers' dimension?A. Using formal roles and responsibilitiesB. Defining controls and proceduresC. Using artificial intelligenceD.Working with an integrator to manage relationshipsAnswer: D (LEAVE A REPLY)

NEW QUESTION: 68What is a set of specialized organizational capabilities for enabling value for customers inthe form of services?A. Service provisionB. Service consumptionC. Service offeringD. Service managementAnswer: D (LEAVE A REPLY)

NEW QUESTION: 69Which are the elements of process control?A. Inputs, outputs and triggersB. Process owner, policy and objectivesC.Work instructions, procedures and rolesD. Resources, capabilities and metrics





Answer: (SHOW ANSWER)

NEW QUESTION: 70Which statement about the 'optimize and automate' guiding principle is CORRECT?A. Automation is best applied to non-standard tasksB. Technology eliminates the need for human interventionC. Automation frees human resources for more complex activitiesD. Activities should be automated before they are optimizedAnswer: B (LEAVE A REPLY)

NEW QUESTION: 71Which statement about the 'incident management' practice is CORRECT?A. It identifies the cause of major incidents.B. It authorizes changes to resolve incidents.C. It maintains detailed procedures for diagnosing incidents.D. It resolves the highest impact incidents first.Answer: D (LEAVE A REPLY)Reference: https://www.bmc.com/blogs/itil-incident-management/

NEW QUESTION: 72Which dimension of service management considers governance, management, andcommunication?A. Value streams and processesB. Partners and suppliersC. Information and technologyD. Organizations and peopleAnswer: D (LEAVE A REPLY)

NEW QUESTION: 73Which is an example of a business related measurement?A. The average resolution time for incidentsB. The number of passengers checked inC. The number of problems resolvedD. The average time to response to change requestsAnswer: B (LEAVE A REPLY)

NEW QUESTION: 74Which statement about outcomes is CORRECT?A. Helping service consumers achieve outcomes reduces service provider costsB. Outcomes are one or more services that fulfil the needs of a service consumerC. Service providers help service consumers achieve outcomes






D. Outcomes help service consumers achieve outputsAnswer: (SHOW ANSWER)

NEW QUESTION: 75Which value chain activity communicates the current status of all four dimensions ofservice management?A. PlanB. ImproveC. Obtain/buildD. EngageAnswer: A (LEAVE A REPLY)

NEW QUESTION: 76Which includes governance, management practices, and continual improvement?A. The service value systemB. The 'value stream and processes' dimensionC. The 'focus on value' guiding principleD. The 'deliver and support' value chain activityAnswer: A (LEAVE A REPLY)



NEW QUESTION: 77Which practice provides a single point of contact for users?A. Service request managementB. Change controlC. Service deskD. Incident managementAnswer: (SHOW ANSWER)

NEW QUESTION: 78What includes governance as a component?A. The guiding principlesB. Practices







C. The service value chainD. The service value systemAnswer: D (LEAVE A REPLY)

NEW QUESTION: 79Which guiding principle says that services and processes should NOT provide a solutionfor every exception?A. Think and work holisticallyB. Optimize and automateC. Collaborate and promote visibilityD. Keep it simple and practicalAnswer: D (LEAVE A REPLY)

NEW QUESTION: 80Which is an important principle of communication in service operation?A. It has an intended purpose or a resultant actionD18912E1457D5D1DDCBD40AB3BF70D5DB. Information should always be communicatedC. Meetings are always the best method of communicationD. It is stored in the configuration management systemAnswer: A (LEAVE A REPLY)

NEW QUESTION: 81Which statement about service requests is CORRECT?A. Service requests require workflows that should use manual procedures and avoidautomationB. Complex service requests should be dealt with as normal changesC. Service requests are usually formalized using standard procedures for initiation,approval and fulfilmentD. Service requests that require simple workflows should be dealt with as incidentsAnswer: C (LEAVE A REPLY)

NEW QUESTION: 82Which practice is the responsibility of everyone in the organization?A. Change controlB. Service level managementC. Problem managementD. Continual improvementAnswer: (SHOW ANSWER)

NEW QUESTION: 83






Which is NOT a key focus of the 'information and technology' dimension?A. Communication systems and knowledge basesB. Roles and responsibilitiesC.Workflow management and inventory systemsD. Security and complianceAnswer: (SHOW ANSWER)

NEW QUESTION: 84Which guiding principle recommends eliminating activities that do not contribute to thecreation of value?A. Start where you areB. Optimize and automateC. Keep it simple and practicalD. Collaborate and promote visibilityAnswer: (SHOW ANSWER)

NEW QUESTION: 85Which practice improves customer and user satisfaction by reducing the negative impact ofservice interruptions?A. Service request managementB. Service level managementC. Incident managementD. Change managementAnswer: C (LEAVE A REPLY)ExplanationThe purpose of incident management is to minimize the negative impact of incidents byrestoring normal service operation as quickly as possible. Incident management can havean enormous impact on customer and user satisfaction, and the perception of thosestakeholders of the service provider.https://www.bmc.com/blogs/itil-incident-management/

NEW QUESTION: 86Which practice would help a user gain access to an application that they need to use?A. Service request managementB. Service configuration managementC. Change enablementD. Service level managementAnswer: (SHOW ANSWER)

NEW QUESTION: 87





What can be described as an operating model for the creating and management ofproducts and services?A. GovernanceB. Service value chainC. Guiding principlesD. PracticesAnswer: B (LEAVE A REPLY)Reference:https://www.thinkhdi.com/library/supportworld/2019/evolution-itil-new-operating-model-itil-4.aspx

NEW QUESTION: 88What is defined as a cause, or potential cause, of one or more incidents?A. Known errorB. ChangeC. EventD. ProblemAnswer: (SHOW ANSWER)

NEW QUESTION: 89What three elements make up the Service Portfolio?A. Customer portfolio, service catalogue and retired servicesB. Customer portfolio, configuration management system and service catalogueC. Service pipeline, service catalogue and retired servicesD. Service pipeline, configuration management system and service catalogueAnswer: (SHOW ANSWER)ExplanationD18912E1457D5D1DDCBD40AB3BF70D5D

NEW QUESTION: 90Which gives a user access to a system?A. Service requirementB. Service consumptionC. Service provisionD. Service agreementAnswer: (SHOW ANSWER)

NEW QUESTION: 91What is an event?A. Any change of state that has significance for the management of a service or otherconfiguration item





B. An unplanned interruption to a service or reduction in the quality of a serviceC. The addition, modification, or removal of anything that could have a direct or indirecteffect on servicesD. Cause of one or more incidentsAnswer: A (LEAVE A REPLY)



NEW QUESTION: 92Which is part of the definition of a customer?A. A means of enabling value co-creationB. The role that defines the requirements for a serviceC. A set of specialized organizational capabilities for enabling valueD. The role that authorizes budget for service consumptionAnswer: B (LEAVE A REPLY)

NEW QUESTION: 93Which of the four dimensions include, the knowledge bases needed to deliver and manageservices?A. Organizations and peopleB. Information and technologyC. Partners and suppliersD. Value streams and processesAnswer: B (LEAVE A REPLY)ExplanationThis includes the information and technology needed to deliver services (servers, storage,networks, databases, etc.) as well as the information and technology needed to managethose services (ITSM tools, knowledge bases, configuration information, etc.).https://www.sysaid.com/blog/entry/everything-you-officially-need-to-know-about-itil-4

NEW QUESTION: 94Which guiding principle recommends using the minimum number of steps necessary toachieve an objective?A. Think and work holistically






B. Keep it simple and practicalC. Focus on valueD. Progress iteratively with feedbackAnswer: B (LEAVE A REPLY)

NEW QUESTION: 95Which is a low risk change that has been pre-approved so that no additional authorizationis needed?A. A standard changeB. A normal changeC. An emergency changeD. A change modelAnswer: A (LEAVE A REPLY)

NEW QUESTION: 96Identify the missing word in the following sentence.The purpose of the 'supplier management' practice is to ensure that the organization'ssuppliers and their performances are [?] appropriately to support the seamless provision ofquality products and services.A. measuredB. rewardedC. managedD. definedAnswer: C (LEAVE A REPLY)Reference: https://www.bmc.com/blogs/itil-management-practices/

NEW QUESTION: 97Which activity captures the demand for incident resolution and service requests?A. Change controlB. Problem managementC. Service deskD. Service catalogue managementAnswer: C (LEAVE A REPLY)

NEW QUESTION: 98Identify the missing word in the following sentence.A user is [?] that uses services.A. a supplierB. a roleC. a teamD. an organization





Answer: B (LEAVE A REPLY)

NEW QUESTION: 99What are the MOST important skills required by service desk staff?A. Technical skillsB. Incident analysis skillsC. Supplier management skillsD. Problem resolution skillsAnswer: (SHOW ANSWER)

NEW QUESTION: 100Which is NOT a component of the service value system?A. Opportunity and demandB. Continual improvementC. The service value chainD. GovernanceAnswer: (SHOW ANSWER)

NEW QUESTION: 101Which value chain activity ensures that service components meet agreed specifications?A. Design and transitionB. Obtain/buildC. PlanD. Deliver and supportAnswer: B (LEAVE A REPLY)

NEW QUESTION: 102Which ITIL guiding principle recommends using existing services, processes and toolswhen improving services?A. Progress iteratively with feedbackB. Start where you areC. Keep is simple and practicalD. Focus on valueAnswer: B (LEAVE A REPLY)

NEW QUESTION: 103Which ITIL practice has the purpose to establish and nurture the links between theorganization and its stakeholders at strategic and tactical levels?A. Supplier managementB. Service deskC. Change enablement






D. Relationship managementAnswer: (SHOW ANSWER)

NEW QUESTION: 104What is a definition of a problem?A. An unplanned interruption to a service, or reduction in the quality of a serviceB. A cause, or potential cause, of one or more incidentsC. An incident for which a full resolution is not yet availableD. Any change of state that has significance for the management of a configuration item(CI)Answer: (SHOW ANSWER)Reference: https://www.bmc.com/blogs/itil-problem-management/

NEW QUESTION: 105Which ITIL practice recommends performing service reviews to ensure that servicescontinue to meet the needs of the organization?A. Service level managementB. Service request managementC. Service configuration managementD. Service deskAnswer: A (LEAVE A REPLY)

NEW QUESTION: 106An organization asks a stakeholder to review a planned change. Which guiding principledoes this demonstrate?A. Keep it simple and practicalB. Start where you areC. Focus on valueD. Collaborate and promote visibilityAnswer: D (LEAVE A REPLY)



NEW QUESTION: 107







Which dimension includes the knowledge needed for the management of services?A. Organizations and peopleB. Value streams and processesC. Partners and suppliersD. Information and technologyAnswer: (SHOW ANSWER)

NEW QUESTION: 108What is a means of enabling value co-creation by facilitating outcomes that customerswant to achieve, without the customer having to manage specific costs and risks?A. A serviceB. Continual improvementC. An IT assetD. Service managementAnswer: A (LEAVE A REPLY)

NEW QUESTION: 109Identify 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 ofits users.A. Service consumerB. Service providerC. CustomerD. SupplierAnswer: B (LEAVE A REPLY)

NEW QUESTION: 110What is a cause, or potential cause, of one or more incidents?A. A configuration itemB. An incidentC. A workaroundD. A problemAnswer: (SHOW ANSWER)

NEW QUESTION: 111Which of the following can be used to access service desks?A. Phone callsB. All of the aboveC. EmailD. Text and social media messagingAnswer: B (LEAVE A REPLY)






NEW QUESTION: 112What can a service remove from the consumer and impose on the consumer?A. AssetB. OutcomeC. CostD. UtilityAnswer: C (LEAVE A REPLY)

NEW QUESTION: 113Which describes a set of defined steps for implementing improvements?A. The 'engage' value chain activityB. The 'improve' value chain activityC. The 'continual improvement register'D. The 'continual improvement model'Answer: D (LEAVE A REPLY)

NEW QUESTION: 114How does a service consumer contribute to the reduction of disk?A. By communicating constraintsB. By managing staff availabilityC. By paying for the serviceD. By managing server hardwareAnswer: A (LEAVE A REPLY)

NEW QUESTION: 115Which phase of problem management includes analysing incidents to look for patterns andtrends?A. Error controlB. Problem controlC. Problem identificationD. Post-implementation reviewAnswer: C (LEAVE A REPLY)

NEW QUESTION: 116Which practice provides support for managing feedback, compliments and complaints fromusers?A. Service request managementB. Problem managementC. Incident managementD. Change control





Answer: A (LEAVE A REPLY)

NEW QUESTION: 117Which guiding principle recommends standardizing and streamlining manual tasks?A. Collaborate and promote visibilityB. Optimize and automateC. Focus on valueD. Think and work holisticallyAnswer: B (LEAVE A REPLY)

NEW QUESTION: 118What helps diagnose and resolve a simple incident?A. The use of scriptsB. Formation of a temporary teamC. Problem prioritizationD. Rapid escalationAnswer: A (LEAVE A REPLY)

NEW QUESTION: 119How should automation be implemented?A. By replacing human intervention wherever possibleB. By optimizing as much as possible firstC. By initially concentrating on the most complex tasksD. By replacing the existing tools firstAnswer: (SHOW ANSWER)

NEW QUESTION: 120What are the MOST important skills required by service desk staff?A. Supplier management skillsB. Problem resolution skillsC. Technical skillsD. Incident analysis skillsAnswer: D (LEAVE A REPLY)

NEW QUESTION: 121Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?A. Optimize and automateB. Keep it simple and practicalC. Progress iteratively with feedbackD. Focus on valueAnswer: D (LEAVE A REPLY)









NEW QUESTION: 122Which statement about metrics is CORRECT?A. Process metrics can be used to measure the utilization of a supplier's networkB. Process metrics can be used to measure end-to-end service performanceC. Technology metrics can be used to measure component performance and availabilityD. Technology metrics can be used to determine the overall health of a processAnswer: C (LEAVE A REPLY)

NEW QUESTION: 123Which dimension includes activities and workflows?A. Information and technologyB. Value streams and processesC. Partners and suppliersD. Organizations and peopleAnswer: B (LEAVE A REPLY)

NEW QUESTION: 124Which is one of the MAIN concerns of the 'design and transition' value chain activity?A. Understanding the organization's visionB. Understanding stakeholder needsC. Meeting stakeholder expectationsD. Ensuring service components are availableAnswer: C (LEAVE A REPLY)ExplanationThe purpose of 'obtain/build' value chain activity is "to ensure that service components areavailable when and where they are needed, and meet agreed specifications." Servicecomponents for 'deliver and support' and service components for design and transition arekey outputs of 'obtain/build' value chain activity.

NEW QUESTION: 125What is used to link activities within the service value chain?






A. Service deskB. Opportunity, demand and valueC. Inputs, outputs and triggersD. Service level agreementsAnswer: B (LEAVE A REPLY)

NEW QUESTION: 126Which statement about the 'continual improvement model' is CORRECT?A. The flow of the model helps organizations to link improvements to its goalsB. The model is applicable to only certain parts of the service value systemC. Organizations should use an additional model or method to link improvements tocustomer valueD. Organizations should work through the steps of the model in the sequence in which theyare presentedAnswer: D (LEAVE A REPLY)

NEW QUESTION: 127Which statement about known errors and problems is CORRECT?A. Known errors cause vulnerabilities, problems cause incidentsB. Known errors are managed by technical staff, problems are managed by servicemanagement staffC. A known error is the cause of one or more problemsD. Known error is the status assigned to a problem after it has been analysedAnswer: D (LEAVE A REPLY)

NEW QUESTION: 128Which helps to streamline the fulfilment of service requests?A. Understanding which service requests can be accomplished with limited approvalsB. Creating new workflows for every service requestC. Separating requests relating to service failures from the degradation of servicesD. Eliminating service requests which have complex workflowsAnswer: A (LEAVE A REPLY)Reference: https://www.bmc.com/blogs/itil-service-request-management/

NEW QUESTION: 129Which is part of the 'focus on value' guiding principle?A. Assessing services to identify parts that can be reusedB. Identifying activities that can be achieved in smaller iterationsC. Reducing the number of steps in the customer experienceD. Understanding what services help the service consumerAnswer: D (LEAVE A REPLY)










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