(PDF) ITIL 4 ITIL-4-Foundation Exam and Certification Test Engine
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NEW QUESTION # 218
Which is the definition of an IT asset?
- A. Any component that needs to be managed to deliver a service
- B. Any financially valuable component that contributes to a service
- C. Any request from a user that is a normal part of service delivery
- D. Any change of state that has significance for the management of a service
Answer: B
Explanation:
IT asset is any financially valuable component that can contribute to the delivery of an IT product or service.
The scope of IT asset management typically includes all software, hardware, networking, cloud services, and client devices
https://wiki.process-symphony.com.au/framework/lifecycle/process/it-asset-management-itil-4/#:~:text=IT%
20asset%20is%20any%20financially,cloud%20services%2C%20and%20client%20devices.
NEW QUESTION # 219
Which costs are included in the value proposition of a service?
- A. Tangible or intangible results for the service consumer because they are using the service
- B. Money that the service consumer no longer needs to spend because they are using the service
- C. The benefits, usefulness. and importance of the service that are perceived by the service consumer
- D. Additional expense that the service consumer has because they are using the service
Answer: C
NEW QUESTION # 220
What is a definition of a problem?
- A. Any change of state that has significance for the management of a configuration item (CI)
- B. An unplanned interruption to a service, or reduction in the quality of a service
- C. An incident for which a full resolution is not yet available
- D. A cause, or potential cause, of one or more incidents
Answer: D
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-problem-management/
NEW QUESTION # 221
Which helps to streamline the fulfilment of service requests?
- A. Creating new workflows for every service request
- B. Understanding which service requests can be accomplished with limited approvals
- C. Eliminating service requests which have complex workflows
- D. Separating requests relating to service failures from the degradation of services
Answer: B
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION # 222
Which is a risk that might be removed from a service consumer by an IT service?
- A. Service provider ceasing to trade
- B. Failure of server hardware
- C. Security breach
- D. Cost of purchasing servers
Answer: C
Explanation:
Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/
NEW QUESTION # 223
Which step of the 'continual improvement model' defines measurable targets?
- A. how we get there?
- B. Where do we want to be?
- C. What is the vision?
- D. Where are we now?
Answer: B
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 # 224
Which statement about the 'continual improvement model' is CORRECT?
- A. The flow of the model helps organizations to link improvements to its goals
- B. Organizations should work through the steps of the model in the sequence in which they are presented
- C. The model is applicable to only certain parts of the service value system
- D. Organizations should use an additional model or method to link improvements to customer value
Answer: A
NEW QUESTION # 225
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
- A. Supporting services view
- B. Retail customer view
- C. Service-based SLA view
- D. Wholesale customer view
Answer: A
NEW QUESTION # 226
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
- A. Collaborate and promote visibility
- B. Think and work holistically
- C. Keep it simple and practical
- D. Focus on value
Answer: A
NEW QUESTION # 227
Which term is used to describe the prediction and control of income and expenditure within an organization?
- A. Governance
- B. Charging
- C. Budgeting
- D. Accounting
Answer: C
NEW QUESTION # 228
What can help to reduce resistance to a planned improvement when applying the guiding principle
'collaborate and promote visibility'?
- A. Increasing collaboration and visibility for the improvement.
- B. Restricting information about the improvement to essential stakeholders only.
- C. Engaging every stakeholder group in the same way, with the same communication.
- D. Involving customers after all planning has been completed.
Answer: D
Explanation:
Reference: https://www.sysaid.com/blog/entry/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you- make-decisions
NEW QUESTION # 229
Who is responsible for defining metrics for change management?
- A. The change advisory board (CAB)
- B. The continual service improvement manager
- C. The service owner
- D. The change management process owner
Answer: D
NEW QUESTION # 230
Which is the correct combination of items that makes up an IT service?
- A. Information technology, networks and people
- B. People, processes and customers
- C. Information technology, people and processes
- D. Customers, providers and documents
Answer: C
NEW QUESTION # 231
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
- A. Change enablement
- B. Service level management
- C. Service request management
- D. Incident management
Answer: B
Explanation:
Explanation
https://www.bmc.com/blogs/itil-service-level-management/
NEW QUESTION # 232
Which is an activity of 'problem identification'?
- A. Analyzing information from software developers
- B. Establishing problem workarounds
- C. Analyzing the cause of problems
- D. Establishing potential permanent solutions
Answer: A
NEW QUESTION # 233
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
- A. Supplier Management
- B. Service level management
- C. Service desk
- D. Service request management
Answer: D
Explanation:
Explanation
In order to be aligned to customer outcomes and expectations, SLM requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers:
Engagement is needed to understand and confirm the actual ongoing needs and requirements of customers, not simply what is interpreted by the service provider or has been agreed several years before. ITIL4 refers to value as being co-created, since it needs the input and validation of customers.
Listening is important as a relationship-building and trust-building activity, to show customers that they are valued and understood. This helps to move the provider away from always being in 'solution mode' and to build new, more constructive partnerships. Each customer is unique, and the service provider must not have a one-size-fits-all approach.
The activities of engaging and listening provide a great opportunity to build improved relationships and to focus on what really needs to be delivered. They also give service delivery staff an experience-based understanding of the day-to-day work that is done with their technology, enabling them to deliver a more business-focused service. When the customer is engaged and listened to, they feel valued and their perception of the service and service management activities improves.
https://www.bmc.com/blogs/itil-service-level-management/
NEW QUESTION # 234
Which is a way of applying the guiding principle 'focus on value'?
- A. Comprehending the whole, but doing something
- B. Recognizing the complexity of systems
- C. Understanding how service consumers use services
- D. Doing fewer things, but doing them better
Answer: C
NEW QUESTION # 235
Which activity is NOT recommended by the 'start where you are' guiding principle?
- A. Applying risk management when considering to introduce new processes
- B. Discarding existing processes before assessing their usefulness
- C. Using source data to avoid any unintentional data distortion found in reports
- D. Involving people who are not familiar with a service when observing and assessing its activities
Answer: B
Explanation:
The 'start where you are' guiding principle advises organizations to observe and understand the current state of affairs before initiating any improvement or change1. This principle also recommends using source data, involving people who know the service, and applying risk management when considering new processes2. However, this principle does not suggest discarding existing processes before assessing their usefulness, as this would be wasteful and potentially harmful3. Reference: ITIL Foundation - ITIL 4 Edition, page 7; ITIL 4 - A Pocket Guide, page 26; ITIL 4 Practice Guide: Start Where You Are, page 9.
NEW QUESTION # 236
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To maintain the ITIL 4 Foundation Certification, individuals must participate in continuing education and pass a recertification exam every three years. This ensures that individuals stay up-to-date with the latest developments and best practices in ITSM.
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