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ITIL 4 Foundation exam is ideal for IT professionals who are looking to improve their knowledge of ITIL and want to demonstrate their understanding of the key concepts and principles. ITIL 4 Foundation Exam certification is also suitable for IT managers and executives who are responsible for IT service management and want to ensure that their organization is following best practices.
NEW QUESTION # 58
Which BEST describes the purpose of the 'improve' value chain activity?
- A. To organize a major improvement initiative into several smaller initiatives
- B. To make new and improved services and features available for use
- C. To continually improve all products and services across all value chain activities
- D. To ensure a shared understanding of the vision and improvement direction for all products and services
Answer: C
Explanation:
Explanation
"The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management."
https://www.symphonysummit.com/products/defining-industry-terms-itsm-itil-itil4/#:~:text=Improve%20%E2%
NEW QUESTION # 59
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
- A. Suppliers
- B. Developers
- C. Relationship managers
- D. Customers
Answer: D
NEW QUESTION # 60
What is defined as an unplanned interruption or reduction in the quality of a service?
- A. An event
- B. A problem
- C. An incident
- D. A change
Answer: C
NEW QUESTION # 61
Which of the following is the MOST important for effective incident management?
- A. A variety of access channels
- B. Collaboration tools and techniques
- C. Automated pipelines
- D. Balanced scorecard review
Answer: B
Explanation:
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 # 62
Which guiding principle helps to ensure that better information is available for decision making?
- A. Collaborate and promote visibility
- B. Optimize and automate
- C. Keep it simple and practical
- D. Think and work holistically
Answer: A
NEW QUESTION # 63
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
- A. A change request is submitted to change control
- B. Problem management restores the service as soon as possible
- C. The problem remains in the known error status
- D. The problem record is deleted
Answer: C
NEW QUESTION # 64
Which is included in the purpose of the 'design and transition' value chain activity?
- A. Ensuring that service components are available when needed
- B. Supporting services according to specifications
- C. Providing transparency and good stakeholder relationships
- D. Continually meeting stakeholder expectations for costs
Answer: D
NEW QUESTION # 65
Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?
- A. Keep is simple and practical
- B. Start where you are
- C. Focus on value
- D. Progress iteratively with feedback
Answer: B
NEW QUESTION # 66
How should automation be implemented?
- A. By optimizing as much as possible first
- B. By replacing the existing tools first
- C. By replacing human intervention wherever possible
- D. By initially concentrating on the most complex tasks
Answer: C
NEW QUESTION # 67
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 provider
- C. Service consumer
- D. Supplier
Answer: B
NEW QUESTION # 68
Which statement about the 'incident management' practice is CORRECT?
- A. It resolves the highest impact incidents first.
- B. It maintains detailed procedures for diagnosing incidents.
- C. It authorizes changes to resolve incidents.
- D. It identifies the cause of major incidents.
Answer: A
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION # 69
What is a definition of a problem?
- A. Any change of state that has significance for the management of a configuration item (CI)
- B. A cause, or potential cause, of one or more incidents
- C. An incident for which a full resolution is not yet available
- D. An unplanned interruption to a service, or reduction in the quality of a service
Answer: B
NEW QUESTION # 70
Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the eficiency o' manual processes.
4 It is important to understand the organization's objectives when assessing the impact of potential improvements.
- A. 3 and 4
- B. 1 and 4
- C. 1 and 2
- D. 2 and 3
Answer: A
Explanation:
Explanation
You need to use all of your resources as effectively and efficiently as you can. This means that you should automate wherever you can, and use people only for tasks that can't be automated. It also means that you need to think carefully about what you can automate and about the circumstances where only a person will do; and about simplifying those processes you do decide to automate to eliminate wasteful or inefficient steps.
You should always optimize the work BEFORE you automate it, as automating something that is inefficient or ineffective may just result in you doing the wrong thing faster!
https://www.sysaid.com/blog/itil/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions
NEW QUESTION # 71
Which statement about the 'four Ps' of service design is CORRECT?
- A. Products refers to producers and metrics
- B. Processes refers to skill and training
- C. People refers to technology and tools
- D. Partners refers to suppliers and vendors
Answer: D
Explanation:
Explanation
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NEW QUESTION # 72
Which TWO are important aspects of the 'service request management' practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals
- A. 3 and 4
- B. 1 and 4
- C. 1 and 2
- D. 2 and 3
Answer: B
Explanation:
Reference: https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION # 73
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