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ITIL-4-Foundation Braindumps Real Exam Updated on Nov 23, 2024 with 538 Questions
NEW QUESTION # 190
Which is the CORRECT explanation of the 'R' role in a RACI matrix?
- A. This role has ownership of the end result
- B. This role ensures that activities are executed correctly
- C. This role is involved in providing knowledge and input
- D. This role ensures the flow of information to stakeholders
Answer: A
NEW QUESTION # 191
What is the difference between the 'incident management" and 'service desk' practices'?
- A. Incident What is the difference between the 'incident management" and 'service
- B. Incident management resolves complex issues, service desk reserves simpler issues
- C. Incident management manages interruptions to services, service desk monitors achieved service quality
- D. Incident management restores service operation; service desk provides communication with users
Answer: D
Explanation:
The incident management practice aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible1. This practice involves logging, categorizing, prioritizing, investigating, resolving, and closing incidents2. The service desk practice provides a single point of contact for users and customers to report issues, make requests, or seek guidance1. This practice involves providing communication with users, capturing feedback, managing user satisfaction, and facilitating continual improvement3. References: ITIL Foundation - ITIL 4 Edition, page 14; ITIL 4 - A Pocket Guide, page
32; ITIL 4 Practice Guide: Incident Management, page 7.
NEW QUESTION # 192
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
- A. Service request management
- B. Change management
- C. Incident management
- D. Service level management
Answer: C
Explanation:
Explanation
The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders of the service provider.
https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION # 193
What is defined as "any component that needs to be managed in order to deliver an IT service"?
- A. A change
- B. A configuration item
- C. An event
- D. An IT asset
Answer: B
Explanation:
CIs are simply any component that needs to be managed in order to deliver an IT service. A server, a virtual server, or even the configuration of an application could be considered a CI, for example
https://www.bmc.com/blogs/itil-asset-configuration-management/#:~:text=among%20your%20CIs-,Configuration%20items%20(CIs),considered%20a%20CI%2C%20for%20example.
NEW QUESTION # 194
Which Practice includes management of workarounds and known errors?
- A. Problem management
- B. Incident management
- C. Service configuration 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 # 195
Which statement about the 'four Ps' of service design is CORRECT?
- A. People refers to technology and tools
- B. Partners refers to suppliers and vendors
- C. Processes refers to skill and training
- D. Products refers to producers and metrics
Answer: B
Explanation:
Explanation
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NEW QUESTION # 196
Which is the FIRST action when optimizing a service?
- A. Understand the organizational context
- B. Agree the future state
- C. Assess the current state
- D. Implement the improvement
Answer: A
Explanation:
Explanation
There are many ways in which practices and services can be optimized. Regardless of the specific techniques, the path to optimization follows these high-level steps:
Understand and agree the context in which the proposed optimization exists Assess the current state of the proposed optimization Agree what the future state and priorities of the organization should be, focusing on simplification and value Ensure the optimization has the appropriate level of stakeholder engagement and commitment Execute the improvements in an iterative way Continually monitor the impact of optimization
https://www.bmc.com/blogs/itil-guiding-principles/
NEW QUESTION # 197
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
- A. Information security management
- B. Monitoring and event management
- C. Continual improvement
- D. Service level management
Answer: A
NEW QUESTION # 198
Which facilitates outcomes that customers want to achieve?
- A. Warranty
- B. IT asset
- C. Service
- D. Organization
Answer: C
NEW QUESTION # 199
In which TWO situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant
- A. 1 and 4
- B. 1 and 2
- C. 3 and 4
- D. 2 and 3
Answer: B
NEW QUESTION # 200
Which step of the 'continual improvement model' defines measurable targets?
- A. Where do we want to be?
- B. how we get there?
- C. What is the vision?
- D. Where are we now?
Answer: A
Explanation:
Explanation
This is one of the most important questions for continual improvement. This question helps to define measurable targets for the IT service provider that will help to reach the vision of the company in the long-term. At this stage, we look at the identified key performance indicators from the previous step and determine what values we want to target for each of these indicators. This decision must be made with the business's vision in mind, but also with a sense of what is practically possible.
https://blog.masterofproject.com/continual-improvement-model/
NEW QUESTION # 201
Which guiding principle recommends coordinating all dimensions of service management?
- A. Think and work holistically
- B. Start where you are
- C. Progress iteratively with feedback
- D. Keep it simple and practical
Answer: A
NEW QUESTION # 202
Which is described by the 'organizations and people' dimension of service management?
- A. Communication and collaboration
- B. Contracts and agreements
- C. Workflows and controls
- D. Inputs and outputs
Answer: A
NEW QUESTION # 203
Which is included in the purpose of the 'service level management' practice?
- A. To set clear business-based targets for service levels
- B. To ensure that suppliers and their performance are managed appropriately
- C. To ensure accurate information about the configuration of services is available
- D. To maximize the number of successful service and product changes
Answer: A
NEW QUESTION # 204
Which practice establishes a channel between the service provider and its users?
- A. Change enablement
- B. Service desk
- C. Supplier management
- D. Relationship management
Answer: B
NEW QUESTION # 205
Which practice provides a communications point for users to report operational issues, queries and requests?
- A. Incident management
- B. Relationship management
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/ - C. Continual improvement
- D. Service desk
Answer: D
NEW QUESTION # 206
Which of the following statements about 'outcomes' is TRUE?
- A. Outcomes provide assurance to stakeholders regarding the performance of a service
- B. The level of expenses regarding a technology for a service is defined by an outcome
- C. The delivery of products to a stakeholder is enabled by outcomes
- D. An outcome depends on at least one output to deliver a result
Answer: D
Explanation:
An outcome is a result for a stakeholder enabled by one or more outputs1. Outputs are tangible or intangible deliverables of an activity1. For example, a service provider may produce a report (output) that helps a customer make a decision (outcome)2. Reference: ITIL Foundation - ITIL 4 Edition, page 3; ITIL 4 - A Pocket Guide, page 13.
NEW QUESTION # 207
Which practice has a purpose that includes managing authentication and non-repudation?
- A. Information security management
- B. Change enablement
- C. IT Asset Management
- D. Service Configuration management
Answer: A
Explanation:
Nonrepudiation provides an assurance that the sender of data is provided with proof of delivery and the recipient is provided with proof of the sender's identity, so neither can later deny having processed the data.
Further, this concept can apply to any activity, not just the sending and receiving of data; in a more general sense, it is a mechanism to prove that an activity was performed and by whom. Nonrepudiation is typically comprised of authentication, auditing/logging, and cryptography services.
https://www.sciencedirect.com/topics/computer-science/nonrepudiation
NEW QUESTION # 208
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ITIL 4 Foundation Certification Exam is a globally recognized certification exam for IT professionals who want to validate their knowledge and skills in managing IT services. ITIL 4 Foundation Exam certification is designed to equip professionals with the latest IT service management framework, which is ITIL 4. It is an essential certification for IT professionals who want to advance their careers and improve their organization's IT service delivery.
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