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ITIL (Information Technology Infrastructure Library) is a framework of best practices for IT service management. ITIL 4 Foundation is the entry-level certification for ITIL 4, the latest version of the ITIL framework. ITIL 4 Foundation Exam certification validates a candidate's understanding of the ITIL 4 framework and its key concepts.
NEW QUESTION # 292
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
- A. Ideation, Design, Develop, Deploy, Test, Operate, Retire
- B. None of the above
- C. Retire, Test, Operate, Deploy, Ideation, Develop, Design
- D. Ideation, Test, Develop, Deploy, Design, Operate, Retire
Answer: A
NEW QUESTION # 293
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
- A. Start where you are
- B. Collaborate and promote visibility
- C. Progress iteratively with feedback
- D. Think and work holistically
Answer: C
NEW QUESTION # 294
When planning 'continual improvement', which approach for assessing the current state of a service is
CORRECT?
- A. An organization should always develop competencies in methodologies and techniques that will meet their
needs - B. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
- C. An organization should always use a single technique to ensure metrics are consistent
- D. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
Answer: A
NEW QUESTION # 295
Which statement about the known error database (KEDB) is CORRECT?
- A. It is a part of the configuration management database (CMDB) and contains workarounds
- B. It is maintained by incident management and contains solutions to be implemented by problem
- C. It is maintained by problem management and is used by the service desk to help resolve incidents
- D. It is maintained by the service desk and updated with the details of each new incident
Answer: C
Explanation:
management
NEW QUESTION # 296
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
- A. Keep it simple and practical
- B. Progress iteratively with feedback
- C. Collaborate and promote visibility
- D. Think and work holistically
Answer: A
NEW QUESTION # 297
What should be considered as part of the 'partners and suppliers' dimension?
- A. The required skills and competencies of teams and individual members of the organization
- B. The activities, workflows, controls and procedures needed to achieve the agreed objectives
- C. The level of integration and formality involved in the relationships between organizations
- D. The information created, managed and used in the course of service provision and consumption
Answer: C
NEW QUESTION # 298
Which activity is NOT recommended by the start where you are' guiding principle?
- A. Using source data to avoid any unintentional data distortion found in reports
- B. Applying risk management when considering to introduce new processes
- C. Involving people who are not familiar with a service when observing and assessing its activities
- D. Discarding existing processes before assessing their usefulness
Answer: D
Explanation:
Explanation
Don't start from scratch and build something new without considering what you already have. It's almost always better to improve what you currently have than to throw it all away and start again, although you must also be able to recognise when a complete replacement is, in fact, needed.
Not only is this approach less wasteful than starting from scratch - because it preserves value that you already have - but it also helps you to keep your people on board. They're much more likely to support the changes you need if their previous contributions have been appropriately valued.
Don't rely on metrics and reports to tell you what the current situation is. When you carry out an assessment you should observe what is happening for yourself, and just use the metrics to support your observations.
https://www.sysaid.com/blog/itil/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions
NEW QUESTION # 299
An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?
- A. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
- B. Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
- C. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
- D. A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.
Answer: C
NEW QUESTION # 300
Which competencies are required by the 'service level management' practice?
- A. Business analysis and commercial management
- B. Incident analysis and prioritization
- C. Problem investigation and resolution
- D. Balanced scorecard reviews and maturity assessment
Answer: A
NEW QUESTION # 301
Which statement about the 'continual improvement' practice is CORRECT?
- A. Training should be provided to those involved in continual improvement.
- B. Continual improvement participation should be limited to a small dedicated team.
- C. It is the role of senior management to authorize improvement initiatives.
- D. A single continual improvement register should be maintained by senior management.
Answer: C
NEW QUESTION # 302
Which is an input to the service value system?
- A. The system of directing and controlling an organization
- B. A model to help meet stakeholders expectations
- C. A need from consumers for new or changes services
- D. Recommendations to help an organization in all aspects of its work
Answer: C
Explanation:
Explanation
A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization
https://www.bmc.com/blogs/itil-service-value-system/#:~:text=The%20key%20inputs%20to%20the,or%20other
NEW QUESTION # 303
Which statement about change authorization is CORRECT?
- A. The authorization of normal changes should be expedited to ensure they can be implemented quickly
- B. Centralizing change authorization to a single person is the most effective means of authorization
- C. A change authority should be assigned to each type of change and change model
- D. Standard changes are high risk and should be authorized by the highest level of change authority
Answer: C
NEW QUESTION # 304
What is MOST LIKELY to be handled as a service request?
- A. The implementation of a workaround
- B. An emergency change to apply a security patch
- C. Providing a virtual server for a development team
- D. Managing an interruption to a service
Answer: C
Explanation:
Explanation
A service request is a formal request from a user for something to be provided. Service requests are typically less complex and are either approved or denied based on the budget, need, or urgency.
An emergency change to apply a security patch (A) is not a service request because it is an urgent change that needs to be made to address a security vulnerability. The implementation of a workaround (B) is not a service request because it is a temporary solution to a problem. Managing an interruption to a service (D) is not a service request because it is an incident that needs to be resolved.
Providing a virtual server for a development team (C) is a service request because it is a request for a new service that can be fulfilled by the IT department.
NEW QUESTION # 305
How should an organization include third-party suppliers in the continual improvement of services?
- A. Ensure suppliers include details of their approach to service improvement in contracts
- B. Require evidence that the supplier uses agile development methods
- C. Require evidence that the supplier implements all improvements using project management practices
- D. Ensure that all supplier problem management activities result in improvements
Answer: A
NEW QUESTION # 306
What term is used to describe the functionality of a service?
- A. Outcome
- B. Output
- C. Utility
- D. Warranty
Answer: B
NEW QUESTION # 307
......
ITIL 4 Foundation certification exam is an essential certification for IT professionals who want to learn about the latest version of the ITIL framework and its practical application in IT service management. It is a globally recognized certification that can improve job prospects and demonstrate a commitment to continuous learning and professional development. With its vendor-neutral approach and comprehensive coverage of essential ITIL concepts, the ITIL 4 Foundation certification is an excellent starting point for anyone interested in IT service management.
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