[2023] Use Valid ITIL-4-Foundation Exam - Actual Exam Question & Answer
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ITIL 4 Foundation certification exam is globally recognized and is highly valued by employers. It demonstrates the candidate's knowledge and understanding of the ITIL framework and their ability to apply it in real-world scenarios. ITIL 4 Foundation Exam certification is an excellent way for IT professionals to improve their career prospects and demonstrate their commitment to ongoing professional development.
NEW QUESTION # 70
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
- A. IT asset management
- B. Deployment management
- C. Monitoring and event management
- D. Continual management
Answer: A
Explanation:
An asset is defined as anything that is useful or valuable within a product or service. This value is generally determined financially: how much an asset costs versus how much it saves.
https://www.bmc.com/blogs/it-asset-management/
NEW QUESTION # 71
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.
- A. provide
- B. protect
- C. store
- D. audit
Answer: B
NEW QUESTION # 72
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
- A. Incident management
- B. Information security management
- C. Change control
- D. Monitoring and event management
Answer: B
NEW QUESTION # 73
Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule
- A. 1 and 3
- B. 2 and 4
- C. 3 and 4
- D. 1 and 2
Answer: D
NEW QUESTION # 74
Which statement about outcomes is CORRECT9
- A. An outcome depends on at least one output to deliver a result
- B. Outcomes enable products to be delivered to a stakeholder
- C. Outcomes provide assurance to stakeholders on how a service performs
- D. An outcome defines the amount of money spent on technology for a service
Answer: A
NEW QUESTION # 75
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
- A. Service level management
- B. Service desk
- C. Change enablement
- D. Monitoring and event management
Answer: A
Explanation:
To set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
https://www.bmc.com/blogs/itil-management-practices/
NEW QUESTION # 76
Which helps to streamline the fulfilment of service requests?
- A. Eliminating service requests which have complex workflows
- B. Separating requests relating to service failures from the degradation of services
- C. Creating new workflows for every service request
- D. Understanding which service requests can be accomplished with limited approvals
Answer: D
Explanation:
Reference: https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION # 77
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
- A. Service transition
- B. Continual service improvement
- C. Service operation
- D. Service strategy
Answer: B
NEW QUESTION # 78
Which practice provides a communications point for users to report operational issues, queries and requests?
- A. Incident management
- B. Continual improvement
- C. Service desk
- D. Relationship management
Answer: C
Explanation:
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
https://www.bmc.com/blogs/itil-service-desk/
NEW QUESTION # 79
When should a full risk assessment and authorization be carried out for a standard change?
- A. When the procedure for the standard change is created
- B. At least once a year
- C. Each time the standard change is implemented
- D. When an emergency change is requested
Answer: A
NEW QUESTION # 80
A service offering may include goods, access to resources, and service actions. Which is an example of a service action?
- A. A license allows a user to install a software product
- B. A mobile phone enables a user to work remotely
- C. A service desk agent provides support to a user
- D. A password allows a user connect to a WiFi network.
Answer: C
NEW QUESTION # 81
Which of the following is the MOST important for effective incident management?
- A. Balanced scorecard review
- B. Automated pipelines
- C. A variety of access channels
- D. Collaboration tools and techniques
Answer: D
Explanation:
Effective incident management often requires a high level of collaboration within and between teams as this can facilitate information-sharing and learning, as well as helping to solve the incident more efficiently and effectively. There may also be a need for good collaboration tools so that people working on an incident can work together effectively. One technique that takes advantage of collaboration is termed swarming. This brings many different stakeholders together to work on the issue. Management of incidents may require frequent interaction with third party suppliers, and routine management of this aspect of supplier contracts is often part of the incident management practice.
https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION # 82
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
- A. Suppliers
- B. Developers
- C. Customers
- D. Relationship managers
Answer: C
Explanation:
The first important step is identifying and managing all the stakeholder groups that an organization deals with. The first and most obvious stakeholder group is the customers, as in service management the organization's main goal is to facilitate customer outcomes. Other examples of stakeholder collaboration include:
Developers working with other internal teams
Suppliers collaborating with the organization
Relationship managers collaborating with service consumers
Customers collaborating with each other
Internal and external suppliers collaborating with each other
The contribution to improvement of each stakeholder group at each level should be understood, as should the most effective methods to engage with them. Depending on the service and the relationship between the service provider and the service consumer, the expectations about the level and type of collaboration can vary significantly. It is important to involve stakeholders, and address their needs at all levels. Determining the type, method, and frequency of such messaging is one of the central activities related to communication.
https://www.bmc.com/blogs/itil-guiding-principles/
NEW QUESTION # 83
What is the purpose of service level management?
- A. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
- B. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).
- C. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.
- D. To ensure that all current and planned IT services are delivered to agreed achievable targets.
Answer: D
NEW QUESTION # 84
Which term is used to describe removing something that could have an effect on a service?
- A. A change
- B. A problem
- C. An IT asset
- D. An incident
Answer: A
Explanation:
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services
https://www.bmc.com/blogs/itil-change-enablement/#:~:text=A%20change%20is%20defined%20as,or%20indirect%20effect%20on%20services.
NEW QUESTION # 85
Which is NOT a key focus of the 'information and technology' dimension?
- A. Workflow management and inventory systems
- B. Security and compliance
- C. Communication systems and knowledge bases
- D. Roles and responsibilities
Answer: D
NEW QUESTION # 86
Which dimension of service management considers how activities are coordinated?
- A. Information and technology
- B. Value streams and processes
- C. Partners and suppliers
- D. Organizations and people
Answer: B
NEW QUESTION # 87
Which guiding principle recommends coordinating all dimensions of service management?
- A. Progress iteratively with feedback
- B. Think and work holistically
- C. Keep it simple and practical
- D. Start where you are
Answer: B
NEW QUESTION # 88
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
- A. Service relationship management
- B. The release management' practice
- C. The service value system
- D. Service consumption
Answer: C
Explanation:
Organizations maximize co-creation of value with their customers by facilitating the outcomes they want to achieve. The four dimensions of service management have shown that a holistic approach is the best way for an organization to:
Achieve its goals in delivering quality and cost effective services
Meet the needs of its customers
Satisfy the requirements of its stakeholders
https://www.bmc.com/blogs/itil-service-value-system/
NEW QUESTION # 89
Which is a key element of the 'think and work holistically' guiding principle?
- A. Eliminating metrics which do not contribute to achieving an objective
- B. Using technology for standard tasks to give people time for complex activities
- C. Assessing which procedures can be re-used when improving a service
- D. Understanding the methods applicable to complex systems
Answer: D
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 # 90
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
- A. value
- B. provision
- C. management
- D. consumption
Answer: D
NEW QUESTION # 91
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