ITIL-4-Foundation Latest Study Questions & ITIL-4-Foundation Latest Test Sample

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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Understand the key ITIL practices	30-35%	- Supplier management practices - Service desk practice - Service configuration management practices - Continual improvement practices - Incident management and request fulfillment practices - Relationship management practices - Service level management practices
Topic 2: Understand the purpose and effects of the service value system	15-20%	- The service value chain - Overview of the service value system - The ITIL practices in the service value chain - Opportunity and demand
Topic 3: Understand how the ITIL framework guides the organization	15-20%	- The ITIL principles in detail - Other frameworks and methods - Nature and use of the ITIL guiding principles
Topic 4: Understand the key concepts of service management	15-20%	- Key concepts of creating value with services - Key concepts of the service relationship - Organize and deliver value with services
Topic 5: Understand the four dimensions of service management	15-20%	- Partners and suppliers - Value streams and processes - Overview of the four dimensions - Organizations and people - Information and technology

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ITIL 4 Foundation Exam Sample Questions (Q74-Q79):

NEW QUESTION # 74
Which of the four dimensions contributes MOST to defining activities needed to deliver services?

A. Information and technology
B. Partners and suppliers
C. Value streams and processes
D. Organizations and people

Answer: C

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 # 75
Which dimension includes the knowledge needed for the management of services?

A. Information and technology
B. Partners and suppliers
C. Value streams and processes
D. Organizations and people

Answer: D

NEW QUESTION # 76
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect
effect on [?].

A. assets
B. elements
C. services
D. values

Answer: C

NEW QUESTION # 77
An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?

A. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
B. A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.
C. Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
D. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

Answer: A

Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-service-level-management/

NEW QUESTION # 78
Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity

A. 1 and 2
B. 3 and 4
C. 2 and 3
D. 1 and 4

Answer: D

NEW QUESTION # 79
......

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