Reliable ITIL-4-Foundation Exam Question - ITIL-4-Foundation Authorized Exam Dumps

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ITIL ITIL-4-Foundation Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Four Dimensions of Service Management	15%	- Information and technology - Organizations and people - Value streams and processes - Partners and suppliers
Topic 2: ITIL Service Value System	20%	- Governance - Overview and purpose - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Continual improvement
Topic 3: ITIL Guiding Principles	20%	- Start where you are - Optimize and automate - Think and work holistically - Collaborate and promote visibility - Progress iteratively with feedback - Focus on value - Keep it simple and practical
Topic 4: Service Management Concepts	15%	- Service relationships: service providers, consumers, stakeholders - Value, outcomes, costs and risks - Products and services
Topic 5: ITIL Practices	30%	- Service management practices 1. Problem management 2. Service desk 3. Service configuration management 4. Deployment management 5. Incident management 6. Change enablement 7. Service request management - General management practices 1. Relationship management 2. Supplier management 3. Information security management 4. Service level management 5. Continual improvement

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ITIL 4 Foundation Exam Sample Questions (Q10-Q15):

NEW QUESTION # 10
Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule

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

Answer: C

NEW QUESTION # 11
Which statement about the 'continual improvement' practice is CORRECT?

A. A single continual improvement register should be maintained by senior management.
B. It is the role of senior management to authorize improvement initiatives.
C. Training should be provided to those involved in continual improvement.
D. Continual improvement participation should be limited to a small dedicated team.

Answer: B

Explanation:
Reference: https://www.bmc.com/blogs/itil-continual-improvement/

NEW QUESTION # 12
Which value chain activity ensures that service components meet agreed specifications?

A. Design and transition
B. Obtain/build
C. Plan
D. Deliver and support

Answer: B

NEW QUESTION # 13
Which is a key requirement for successful service level agreements (SLAs)?

A. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
B. They should avoid ambiguous targets such as those relating to user experience
C. They should be written using language and terms which all parties will understand
D. They should be based on system-based metrics which are useful to the service provider

Answer: C

Explanation:
An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLAs are used to measure the performance of services from the customer's point of view, and it is important that they are agreed in the wider business context.
Some of the key requirements for successful SLAs include:
* They must be related to a defined 'service' in the service catalogue. Individual metrics without a specified service context are unhelpful.
* They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
* They should reflect an 'agreement': an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
* They must be simply written and easy to understand and use for all parties.
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20 (SLAs)&text=Some%20of%20the%20key%20requirements,and%20not%20simply%20operational%
20metrics.

NEW QUESTION # 14
What is the effect of increased automation on the 'service desk1 practice?

A. Elimination of the need to escalate incidents to support teams
B. Decrease in self-service incident logging and resolution
C. Increased ability to focus on fixing technology instead of supporting people
D. Greater ability to focus on customer experience when personal contact is needed

Answer: D

NEW QUESTION # 15
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