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| Section | Weight | Objectives |
|---|
| Four Dimensions of Service Management | 20% | - Partners and Suppliers - Information and Technology - Organizations and People - Value Streams and Processes
|
| ITIL Guiding Principles | 25% | - Focus on Value - Optimize and Automate - Start Where You Are - Collaborate and Promote Visibility - Keep It Simple and Practical - Think and Work Holistically - Progress Iteratively with Feedback
|
| ITIL Practices Overview | 15% | - Service Level Management - Change Enablement - Service Desk - Incident Management - Problem Management
|
| ITIL Service Value System (SVS) | 15% | - Service Value Chain - Practices Overview - Governance
|
| Service Management Key Concepts | 25% | - Value and Value Co-creation - Service Relationships and Stakeholders
|
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ITIL 4 Foundation Exam Sample Questions (Q97-Q102):
NEW QUESTION # 97
Which practice establishes a channel between the service provider and its users?
- A. Service desk
- B. Relationship management
- C. Supplier management
- D. Change enablement
Answer: A
Explanation:
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes
NEW QUESTION # 98
An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?
- A. Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
- B. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
- C. A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.
- D. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
Answer: D
Explanation:
Reference: https://www.bmc.com/blogs/itil-service-level-management/
NEW QUESTION # 99
Which is an activity in the 'Problem control' phase of problem management?
- A. Re-assessing a known error to manage the ongoing impact.
- B. Documenting the steps in workaround
- C. Implementing a technical fix to resolve an issue
- D. Reviewing incident records to identity trends
Answer: B
Explanation:
Problem Control. Problem control activities include problem analysis and documenting workarounds and known errors.
Just like incidents, problems will be prioritized based on the risk they pose in terms of probability and impact to services. Focus should be given to problems that have highest risk to services and service management.
https://www.bmc.com/blogs/itil-problem-management/#:~:text=2.,probability%20and%20impact%20to%
20services.
NEW QUESTION # 100
Which statement about the 'change enablement' practice is CORRECT?
- A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process
- B. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly
- C. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved
- D. Normal changes are triggered by the creation of a change request which can be created manually or automated
Answer: D
NEW QUESTION # 101
Which describes a CORRECT approach to change authorization?
- A. formal changes are typically implemented as service requests and authorized by the service desk
- B. Emergency changes should be authorized by as many people as possible to reduce risk
- C. Changes included in the change schedule are pre-authorized and do not need additional authorization
- D. formal changes should be assessed and authorized before they are deployed
Answer: D
NEW QUESTION # 102
......
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