ITIL-4-Foundation Exam Questions And Answers & Braindumps ITIL-4-Foundation Pdf

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| Section | Weight | Objectives |
|---|
| ITIL Guiding Principles | 20% | - Optimize and automate - Progress iteratively with feedback - Start where you are - Think and work holistically - Keep it simple and practical - Collaborate and promote visibility - Focus on value
|
| ITIL Practices | 30% | - General management practices
- 1. Information security management
- 2. Continual improvement
- 3. Supplier management
- 4. Service level management
- 5. Relationship management
- Service management practices
- 1. Service request management
- 2. Incident management
- 3. Service desk
- 4. Service configuration management
- 5. Problem management
- 6. Change enablement
- 7. Deployment management
|
| ITIL Service Value System | 20% | - Overview and purpose - Continual improvement - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Governance
|
| Four Dimensions of Service Management | 15% | - Information and technology - Organizations and people - Partners and suppliers - Value streams and processes
|
| Service Management Concepts | 15% | - Products and services - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders
|
>> ITIL-4-Foundation Exam Questions And Answers <<
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ITIL 4 Foundation Exam Sample Questions (Q60-Q65):
NEW QUESTION # 60
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
- A. Service operation
- B. Service transition
- C. Service strategy
- D. Continual service improvement
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Answer: D
NEW QUESTION # 61
Which of the following is included in the purpose of the 'continual improvement' printer?
- A. The reduction of the likelihood and impact of incidents
- B. The alignment of the organization's practices and services with changing business needs
- C. The establishment of Inks between the organization and its stakeholders at strategic and tactical levels
- D. The restoration of normal service operation as quickly as possible
Answer: B
NEW QUESTION # 62
What is the CORRECT order for the three phases of problem management?
- A. Problem control, error control problem identification
- B. Error control, problem control, problem identification
- C. Problem identification error control problem control
- D. Problem identification problem control error control
Answer: D
Explanation:
The problem management practice follows a three-phase approach to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors1. The three phases are:
* Problem identification: the process of finding problems that are the cause or potential cause of one or more incidents2.
* Problem control: the process of analysing the root cause and impact of a problem and developing a workaround or a permanent solution2.
* Error control: the process of managing known errors throughout their lifecycle, from recording to removal2. References: ITIL Foundation - ITIL 4 Edition, page 15; ITIL 4 - A Pocket Guide, page
35; ITIL 4 Practice Guide: Problem Management, page 9.
NEW QUESTION # 63
Which is a purpose of the 'relationship management' practice?
- A. To identify, analyze, monitor, and continually improve links with stakeholders
- B. To be the entry point and single point of contact for the service provider with all of its users
- C. To protect the information needed by the organization to conduct its business
- D. To systematically observe services and service components
Answer: A
Explanation:
Reference:
https://wiki.process-symphony.com.au/framework/lifecycle/process/relationship-management-itil-4/
NEW QUESTION # 64
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
- A. Plan
- B. Improve
- C. Design and transition
- D. Deliver and support
Answer: A
NEW QUESTION # 65
......
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