2024 Latest ITIL ITIL-4-Foundation Real Exam Dumps PDF
ITIL-4-Foundation Exam Dumps, ITIL-4-Foundation Practice Test Questions
ITIL 4 Foundation Certification Exam is the entry-level certification in the ITIL 4 certification scheme. ITIL 4 is the latest version of the Information Technology Infrastructure Library (ITIL), a globally recognized framework for IT service management. ITIL 4 Foundation Exam certification is designed for IT professionals who want to learn about ITIL 4 and its best practices for managing IT services.
NEW QUESTION # 179
Which organization delivers output or outcomes of a service?
- A. A service provider delivers outputs of the service
- B. A service consumer delivers outputs of the service
- C. A service consumer delivers outcomes of the service
- D. A service provider delivers outcomes of the service
Answer: A
Explanation:
Explanation
An output is a tangible or intangible deliverable of an activity, while an outcome is a result for a stakeholder enabled by one or more outputs1. A service provider produces outputs that allow customers to achieve outcomes2. A service consumer utilizes the outputs and benefits from the outcomes2.
NEW QUESTION # 180
What is a service?
- A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
- B. A tangible or intangible deliverable of an activity
- C. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
- D. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings
Answer: C
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/
NEW QUESTION # 181
Which statement about the 'continual improvement' practice is CORRECT?
- A. Training should be provided to those involved in continual improvement.
- B. It is the role of senior management to authorize improvement initiatives.
- C. A single continual improvement register should be maintained by senior management.
- D. Continual improvement participation should be limited to a small dedicated team.
Answer: B
NEW QUESTION # 182
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
- A. Minimum viable product
- B. Direct observation
- C. Analysis Paralysis
- D. Feedback loop
Answer: B
NEW QUESTION # 183
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
- A. Partners and suppliers
- B. Information and technology
- C. Value streams and processes
- D. Organizations and people
Answer: C
Explanation:
Explanation
Value Streams & Processes
The value streams and processes dimension is concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services. This dimension defines the activities, workflows, controls and procedures needed to achieve agreed objectives. What matters in service management is that an organization establishes an operating model that that effectively organizes the key activities needed to manage products and services.
Value streams
A value stream is defined as a series of steps an organization undertakes to create and deliver products and services to consumers.
Structuring the organization's service and product portfolios around value streams allows it to have a clear picture of what it delivers and how, and to make continual improvements to its services. By mapping its value streams, an organization can identify what is critical, what introduces waste and what can be improved upon.
Processes
A process is defined as a set of interrelated or interacting activities that transform inputs into outputs.
Processes define the sequence of actions and their dependencies, as well as describe what is done to accomplish an objective. Processes are underpinned by policies and can be broken down further through procedures which outline what is done, when, and by whom.
https://www.bmc.com/blogs/itil-four-dimensions-service-management/
NEW QUESTION # 184
What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?
- A. An initial baseline assessment
- B. Verifying that improvement targets have been achieved
- C. The production of a detailed CSI plan
- D. Understanding priorities for improvement
Answer: B
Explanation:
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NEW QUESTION # 185
Which practice has the purpose of ensuring that the organization's suppliers and their performance and
managed appropriately to support the provision of seamless, quality products and services?
- A. Supplier management
- B. Release management
- C. Service management
- D. Relationship management
Answer: A
NEW QUESTION # 186
What is MOST LIKELY to be handled as a service request?
- A. Providing a virtual server for a development team
- B. The implementation of a workaround
- C. Managing an interruption to a service
- D. An emergency change to apply a security patch
Answer: C
NEW QUESTION # 187
Which statement about outcomes is CORRECT?
- A. An outcome defines the amount of money spent on technology for a service
- B. Outcomes provide assurance to stakeholders on how a service performs
- C. An outcome depends on at least one output to deliver a result
- D. Outcomes enable products to be delivered to a stakeholder
Answer: C
Explanation:
Explanation
It is important to understand the difference in these terms not just for clarity, but because outputs are much easier to measure than outcomes.
Outputs are nearly always quantitative, with data available to show whether these have been delivered.
Outputs are easy to report on and to validate. There is no grey area.
Outcomes are more challenging to verify because they are both qualitative and quantitative. Whether your outcomes have been achieved will rely, to a great extent, on the perception of the people who receive the service. Perceptions are not easy to measure or report on, but it is essential you find a way to do so.
https://www.bmc.com/blogs/outcomes-vs-outputs/
NEW QUESTION # 188
Which of these should be logged and managed as a problem?
- A. Trend analysis shows a large number of similar incidents
- B. 'Continual improvement' needs to prioritize an improvement opportunity
- C. A user requests delivery of a laptop
- D. A monitoring tool detects a change of state for a service
Answer: A
NEW QUESTION # 189
Which two are considered part of the 'organizations and people' dimension of service management?
1.Systems of authority
2.Culture
3.Relationships between organizations
4.Workflows
- A. 2 and 3
- B. 1 and 2
- C. 3 and 4
- D. 1 and 4
Answer: B
NEW QUESTION # 190
Which statement about the 'four Ps' of service design is CORRECT?
- A. Products refers to producers and metrics
- B. People refers to technology and tools
- C. Processes refers to skill and training
- D. Partners refers to suppliers and vendors
Answer: D
NEW QUESTION # 191
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
- A. Collaborate and promote visibility
- B. Progress iteratively with feedback
- C. Optimize and automate
- D. Focus on value
Answer: B
NEW QUESTION # 192
Which of the following is the MOST important for effective incident management?
- A. Automated pipelines
- B. A variety of access channels
- C. Collaboration tools and techniques
- D. Balanced scorecard review
Answer: C
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 # 193
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
- A. Change control
- B. IT asset management
- C. Service request management
- D. Service desk
Answer: C
NEW QUESTION # 194
Which statement about outcomes is CORRECT?
- A. The co-create value for service providers by reducing costs and risks.
- B. They provide products to service providers based on outputs.
- C. They are deliverables provided to service consumers.
- D. They allow service consumers to achieve a desired result.
Answer: D
Explanation:
Reference: https://www.axelos.com/news/blogs/february-2015/difference-between-outputs-and-outcomes-in- itsm
NEW QUESTION # 195
Which statement about managing incidents is CORRECT?
- A. Low impact incidents should be resolved efficiently, making logging unnecessary
- B. The 'incident management' practice should use a single process regardless of the impact of the incident
- C. Incidents with the lowest impact should be resolved first
- D. Low impact incidents should be resolved efficiently so the resource required is reduced
Answer: D
NEW QUESTION # 196
Which statement about 'continual improvement' is CORRECT?
- A. All improvement ideas should be logged in a single 'continual improvement register'
- B. A single team should carry out 'continual improvement' across the organization
- C. 'Continual improvement' should have minimal interaction with other practices
- D. Everyone in the organization is responsible for some aspects of 'continual improvement'
Answer: D
NEW QUESTION # 197
Which Practice includes management of workarounds and known errors?
- A. Problem management
- B. Service configuration management
- C. Incident management
- D. Monitoring and event management
Answer: A
Explanation:
What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are managed:
Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.
NEW QUESTION # 198
Which practice provides a single point of contact for users?
- A. Change control
- B. Service request management
- C. Incident management
- D. Service desk
Answer: D
NEW QUESTION # 199
What is a problem that has been analysed but has not been resolved?
- A. Workaround
- B. Incident
- C. Event
- D. Known error
Answer: D
NEW QUESTION # 200
Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
- A. measured
- B. managed
- C. rewarded
- D. defined
Answer: B
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-management-practices/
NEW QUESTION # 201
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ITIL 4 Foundation Exam is a globally recognized certification that demonstrates an individual's knowledge of the latest version of ITIL (Information Technology Infrastructure Library). ITIL is a framework that provides guidelines for IT service management, ensuring that IT services are aligned with business needs. The ITIL 4 Foundation certification is the entry-level qualification in the ITIL 4 certification scheme.
ITIL 4 Foundation Exam is a certification exam that validates an individual's knowledge of IT Service Management, following the latest ITIL 4 framework. ITIL 4 is the latest version of the IT Infrastructure Library (ITIL), which is a set of best practices for managing IT services. The ITIL 4 Foundation Exam is designed to test a candidate's understanding of the key concepts, principles, and terminology of ITIL 4, as well as their ability to apply them in a real-world context.
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