ITIL-4-Foundation Practice Questions, Valid ITIL-4-Foundation Exam Cram

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ITIL ITIL-4-Foundation Exam Syllabus Topics:

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

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ITIL 4 Foundation Exam Sample Questions (Q80-Q85):

NEW QUESTION # 80
Which helps to manage an incident when it is unclear which support team should be working on the incident?

A. Disaster recovery plans
B. Swarming
C. Self-help
D. Target resolution times

Answer: B

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

NEW QUESTION # 81
Which is included in the purpose of the 'improve' value chain activity?

A. Ensuring the continual improvement of practices across all value chain activities
B. Ensuring continual engagement and good relationships with all stakeholders
C. Ensuring that services continually meet expectations for quality, costs, and lime to market
D. Ensuring a shared understanding of the improvement direction for services across the organization

Answer: A

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://wiki.process-symphony.com.au/framework/lifecycle/service-value-systemitil-4/#:~:text=The%20purpose

NEW QUESTION # 82
What type of change is often used for resolving incidents or implementing security patches?

A. Standard change
B. Change model
C. Emergency change
D. Normal change

Answer: C

Explanation:
A change that must be implemented as soon as possible without strictly following the standard process e.g. to resolve an incident or implement a security patch.
The process for assessment and authorization is expedited to ensure quick implementation, so scheduling and documentation is not a priority.
The change authority may be separate from what is standard or normal practice, typically smaller in number but with greater capacity to expedite approval.
https://www.bmc.com/blogs/itil-change-enablement/

NEW QUESTION # 83
Which is a purpose of release management?

A. To make new and changed services available for use
B. To protect the organization's information
C. To move hardware and software to live environments
D. To handle user-initiated service requests

Answer: A

NEW QUESTION # 84
Which statement about the service value chain is CORRECT?

A. The service value chain uses value streams to describe a combination of consumers and providers
B. Each value chain activity uses different combinations of practices to convert inputs into outputs
C. Each value chain activity identifies a requirement for resources from an external supplier
D. The service value chain converts value into demand

Answer: B

NEW QUESTION # 85
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