[Q73-Q92] ITIL-4-Foundation 100% Guarantee Download ITIL-4-Foundation Exam PDF Q&A [Dec 20, 2023]

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ITIL-4-Foundation 100% Guarantee Download ITIL-4-Foundation Exam PDF Q&A [Dec 20, 2023]

Get ITIL-4-Foundation Actual Free Exam Q&As to Prepare for Your ITIL Certification

ITIL 4 Foundation certification exam is designed to equip participants with the knowledge and skills to manage IT services effectively, thereby improving the overall performance of their organization. ITIL 4 Foundation Exam certification is also beneficial for professionals who want to enhance their career prospects in the ITSM field. The ITIL 4 Foundation certification is a prerequisite for higher-level ITIL 4 certifications, such as the ITIL 4 Managing Professional and ITIL 4 Strategic Leader certifications.

NO.73 What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

Service offering

Service provision

Service management

Service consumption

NO.74 Which are elements of the service value system?

Governance, service value chain, practices

Outcomes, utility, warranty

Service provision, service consumption, service relationship management

Customer value, stakeholder value, organization

NO.75 Which is part of the value proposition of a service?

Costs removed from the consumer by the service

Costs imposed on the consumer by the service

Outputs of the service received by the consumer

Risks imposed on the consumer by the service

NO.76 Where should all master copies of controlled software and documentation be stored?

In the definitive capacity library

In the definitive media library

In the definitive security library

In the definitive production library

NO.77 How is a continual improvement register used?

To record requests for provision of a resource or service

To provide a structured approach to implementing improvements

To organize past, present, and future improvement ideas

To authorize changes to implement improvement initiatives

The ITIL continual improvement model, which provides organizations with a structured approach to implementing improvements
https://www.bmc.com/blogs/itil-continual-improvement/

NO.78 What should remain uonslani within an organization, even when the organization’s objectives change?

Outputs

Guiding principles

Service offerings

Outcomes

NO.79 Which practice provides users with a way to get various requests arranged, explained and coordinated?

Service level management

Relationship management

Continual improvement

Service desk

Over time, the focus of service desks has broadened from simply logging and resolving technical issues, to proving more comprehensive support for people and the business. They are increasingly being used to get various matters arranged, explained, and coordinated. The service desk has a major influence on user experience and how the service provider is perceived by the users. By understanding and acting on the business context of transactional activity (i.e. logging tickets), the service desk is better placed to add value to the organization.
Reference: https://www.bmc.com/blogs/itil-service-desk/

NO.80 Which of the following is the MOST important for effective incident management?

A variety of access channels

Balanced scorecard review

Automated pipelines

Collaboration tools and techniques

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/

NO.81 Which processes are responsible for the regular review of underpinning contracts?

Supplier management and service level management

Supplier management and change management

Availability management and service level management

Supplier management and availability management

NO.82 Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

Change control

IT asset management

Service desk

Service request management

NO.83 Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?

Information security management

Change enablement

Problem management

Service configuration management

NO.84 Which two statements about the guiding principles are CORRECT?
1.The guiding principles support continual improvement
2.Each guiding principle applies to a selection of the available stakeholder groups
3.Organizations should decide which one of the guiding principles is relevant to them
4.Organizations should consider how the guiding principles interact with each other

1 and 2

2 and 3

3 and 4

1 and 4

NO.85 Which practice ensures that a variety of access channels are available for users to report issues?

Service desk

Service level management

Incident management

Change enablement

Service desks provide a variety of channels for access including:
Phone calls, which can include specialized technology, such as interactive voice response (IVR), conference calls, voice recognition, and others.
Service portals and mobile applications, supported by service and request catalogues, and knowledge bases.
Chat, through live chat and chatbots.
Email for logging and updating, and for follow-up surveys and confirmations.
Walk-in service desk (which are becoming more prevalent in some sectors, such as higher education, where there are high peaks of activity that demand physical presence)., Text and social media messaging, which are useful for notifications in case of major incidents and for contacting specific stakeholder groups, but can also be used to allow users to request support.
Public and corporate social media and discussion forums for contacting the service provider and for peer-to-peer support.
https://www.bmc.com/blogs/itil-service-desk/

NO.86 An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

Collaborate and promote visibility

Start where you are

Focus on value

Keep it simple and practical

NO.87 What is the purpose of the ‘deployment management’ practice?

To protect the information needed by the organization to conduct its business

To make new and changed services and features available for use

To move new or changed components to live environments

To plan and manage the full lifecycle of all IT assets.

NO.88 A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

Incident management

Service Request management

Change enablement

Service request management

Incident management is typically closely aligned with the service desk, which is the single point of contact for all users communicating with IT. When a service is disrupted or fails to deliver the promised performance during normal service hours, it is essential to restore the service to normal operation as quickly as possible.
https://www.bmc.com/blogs/itil-v3-incident-management/

NO.89 Identify the missing words in the following sentence.
The ‘incident management’ practice should maintain [?] for logging and managing incidents.

a dedicated team

a formal process

detailed procedures

a value chain activity

NO.90 Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?

Change

Event

Known error

Problem

ITIL defines a problem as a cause, or potential cause, of one or more incidents. A known error is a problem that has been analyzed but not resolved.
https://www.bmc.com/blogs/itil-problem-management/

NO.91 Which is the CORRECT of the ‘R’ role in a RACI matrix?

This role ensures that activities are executed correctly

This role has ownership of the end result

This role is involved in providing knowledge and input

This role ensures the flow of information to stakeholders

NO.92 Which value chain activity ensures that ongoing service activity meets user expectations?

Plan

Engage

Obtain/build

Deliver and support

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