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ITIL 4 Foundation Exam Sample Questions (Q51-Q56):

NEW QUESTION # 51
What term is used to describe the functionality of a service?

A. Output
B. Utility
C. Warranty
D. Outcome

Answer: B

Explanation:
Explanation
Utility is defined as "the functionality offered by a product or service to meet a particular need"2. Utility can be summarized as "what the service does" and can be used to determine whether a service is able to meet its intended outcomes1.

NEW QUESTION # 52
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

A. Optimize and automate
B. Think and work holistically
C. Focus on value
D. Start where you are

Answer: A

Explanation:
Explanation/Reference: https://www.sysaid.com/blog/entry/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you- make-decisions

NEW QUESTION # 53
Which practice needs the right culture to be embedded across the entire organization?

A. Change enablement
B. Service level management
C. Continual improvement
D. Service request management

Answer: C

Explanation:
The purpose of the continual improvement practice is to align the organization's practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services1. This practice needs the right culture to be embedded across the entire organization, as it requires a shared vision, commitment, empowerment, collaboration, learning, and measurement2. References: ITIL Foundation - ITIL
4 Edition, page 15; ITIL 4 - A Pocket Guide, page 34; ITIL 4 Practice Guide: Continual Improvement, page 7.

NEW QUESTION # 54
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

A. Each iteration should be designed before starting the initiative and implemented without feedback
B. Each iteration should be continually re-evaluated based on feedback
C. Feedback should only be taken into account when one iteration fails to meet its objective
D. Feedback should be reduced for large improvements as it is unlikely that circumstances will change

Answer: B

NEW QUESTION # 55
Which practice is most likely to benefit from the use of chatbots?

A. Change enablement
B. Service desk
C. Continual improvement
D. Service level management

Answer: B

NEW QUESTION # 56
......

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