Prepare ITIL-4-Foundation Question Answers Free Update With 100% Exam Passing Guarantee [2021]
Dumps Real ITIL ITIL-4-Foundation Exam Questions [Updated 2021]
NEW QUESTION 187
Which Practice includes management of workarounds and known errors?
- A. Incident management
- B. Monitoring and event management
- C. Service configuration management
- D. Problem management
Answer: D
Explanation:
What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are managed:
Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.
NEW QUESTION 188
What is a problem that has been analysed but has not been resolved?
- A. Incident
- B. Event
- C. Known error
- D. Workaround
Answer: C
NEW QUESTION 189
What should be done first when applying the 'focus on value' guiding principle?
- A. Identify the outcomes that the service facilitates
- B. Identify all suppliers and partners involved in the service
- C. Determine the cost of providing the service
- D. Determine who the service consumer is in each situation
Answer: D
NEW QUESTION 190
Which function is responsible for the management of a data centre?
- A. Service desk
- B. Application management
- C. Technical management
- D. Facilities management
Answer: D
Explanation:
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NEW QUESTION 191
Which term relates to service levels aligned with the needs of service consumers?
- A. Service management
- B. Warranty
- C. Cost
- D. Utility
Answer: B
NEW QUESTION 192
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
- A. 1 and 2
- B. 1 and 4
- C. 2 and 3
- D. 3 and 4
Answer: B
NEW QUESTION 193
What term is used to describe whether a service will meet availability, capacity and security requirements?
- A. Warranty
- B. Outcomes
- C. Utility
- D. Value
Answer: A
NEW QUESTION 194
Which two are considered part of the 'organizations and people' dimension of service management?
1.Systems of authority
2.Culture
3.Relationships between organizations
4.Workflows
- A. 1 and 4
- B. 1 and 2
- C. 2 and 3
- D. 3 and 4
Answer: B
NEW QUESTION 195
What is an IT asset?
- A. The removal of anything that could have a direct or indirect effect on services
- B. Any financially valuable component that can contribute to delivery of an IT product or service
- C. A request from a user mat initiates a service action
- D. Any component that needs to be managed in order to deliver a service
Answer: B
NEW QUESTION 196
What is the CORRECT definition of service management?
- A. A set of specialized assets for transitioning services into the live operational environment
- B. The capability of supplier to deliver services to providers in exchange for money
- C. The capability of service providers to minimize their costs without reducing the value of the services
- D. A set of specialized organizational capabilities for delivering value to customers in the form of services
Answer: D
NEW QUESTION 197
Which gives a user access to a system?
- A. Service agreement
- B. Service provision
- C. Service requirement
- D. Service consumption
Answer: B
NEW QUESTION 198
Which is intended to help an organization adopt and adapt ITIL guidance?
- A. Practices
- B. The four dimensions of service
- C. The guiding principles
- D. The service value chain
Answer: C
NEW QUESTION 199
Which statement about emergency changes is CORRECT?
- A. Emergency changes must be fully documented before authorization and implementation
- B. Emergency changes should be authorized and implemented as service requests
- C. The testing of emergency can be eliminated in order to implement the change quickly
- D. The assessment and authorization of emergency changes is expedited to ensure they can be implemented
quickly
Answer: D
NEW QUESTION 200
Which statement about the 'continual improvement' practice is CORRECT?
- A. Training should be provided to those involved in continual improvement.
- B. It is the role of senior management to authorize improvement initiatives.
- C. Continual improvement participation should be limited to a small dedicated team.
- D. A single continual improvement register should be maintained by senior management.
Answer: B
NEW QUESTION 201
Which role approves the cost of services?
- A. Customer
- B. Change authority
- C. User
- D. Sponsor
Answer: D
NEW QUESTION 202
Which practice identifies metrics that reflect a customer experience of a service?
- A. Service desk
- B. Service level management
- C. Problem management
- D. Continual improvement
Answer: B
NEW QUESTION 203
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
- A. Service desk
- B. Relationship management
- C. Release management
- D. IT asset management
Answer: D
NEW QUESTION 204
Why should a service level manager carry out regular service reviews?
- A. To capture information about service issues and performance against agreed goals
- B. To ensure that agreements are written simply and are easy to understand
- C. To ensure continual improvement of services, so that they meet the evolving needs of service consumers
- D. To collect information about service consumer goals and objectives
Answer: A
NEW QUESTION 205
Which will NOT be handled as a service request?
- A. A complaint about a support team
- B. The degradation of a service
- C. The replacement of a toner cartridge
- D. The provision of a laptop
Answer: B
NEW QUESTION 206
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
- A. Service strategy
- B. Service operation
- C. Service transition
- D. Continual service improvement
Answer: D
NEW QUESTION 207
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
- A. Monitoring and event management
- B. Relationship management
- C. Change control
- D. Release management
Answer: C
NEW QUESTION 208
What is defined as a cause, or potential cause, of one or more incidents?
- A. Known error
- B. Event
- C. Change
- D. Problem
Answer: D
NEW QUESTION 209
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