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ITIL ITIL-4-Foundation Exam Syllabus Topics:
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NEW QUESTION 236
What is the purpose of the 'information security management' practice?
- A. To protect the information needed by the organization to conduct its business
- B. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
- C. To observe services and service components
- D. To plan and manage the full lifecycle of all IT assets
Answer: A
NEW QUESTION 237
Which practice provides a communications point for users to report operational issues, queries and requests?
- A. Incident management
- B. Service desk
- C. Relationship management
- D. Continual improvement
Answer: B
Explanation:
Explanation
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
https://www.bmc.com/blogs/itil-service-desk/
NEW QUESTION 238
Which is an objective of the design coordination process?
- A. To gather and document new service level requirements from the customer
- B. To assess and evaluate all changes and their impact on service designs
- C. To document the initial structure and relationship between services and customers
- D. To produce service design packages and ensure they are handed over to service transition
Answer: D
Explanation:
Explanation
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NEW QUESTION 239
In service relationships, what is a benefit of identifying consumer roles?
- A. It provides shared service expectations
- B. It removes constraints from the customer
- C. It enables effective stakeholder management
- D. It enables a common definition of value
Answer: C
NEW QUESTION 240
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
- A. Partners and suppliers
- B. Organizations and people
- C. Information and technology
- D. Value streams and processes
Answer: A
NEW QUESTION 241
What considerations influence the supplier strategy of an organization?
- A. Type of cooperation with suppliers
- B. Contracts and agreements
- C. Level of formality
- D. Corporate culture of the organization
Answer: D
NEW QUESTION 242
What can be described as an operating model for the creating and management of products and services?
- A. Practices
- B. Guiding principles
- C. Service value chain
- D. Governance
Answer: C
Explanation:
Explanation/Reference: https://www.thinkhdi.com/library/supportworld/2019/evolution-itil-new-operating-model-itil-4.aspx
NEW QUESTION 243
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
- A. Service desk
- B. Service configuration management
- C. Service request management
- D. Service level management
Answer: D
NEW QUESTION 244
Which is a purpose of the 'relationship management' practice?
- A. To systematically observe services and service components
- 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 identify, analyze, monitor, and continually improve links with stakeholders
Answer: D
NEW QUESTION 245
What is the purpose of service level management?
- A. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).
- B. To ensure that all current and planned IT services are delivered to agreed achievable targets.
- C. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.
- D. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
Answer: B
NEW QUESTION 246
What helps diagnose and resolve a simple incident?
- A. Formation of a temporary team
- B. Problem prioritization
- C. The use of scripts
- D. Rapid escalation
Answer: C
NEW QUESTION 247
Which is described by the 'organizations and people' dimension of service management?
- A. Contracts and agreements
- B. Workflows and controls
- C. Inputs and outputs
- D. Communication and collaboration
Answer: D
NEW QUESTION 248
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
- A. Change management
- B. Service level management
- C. Service request management
- D. Incident management
Answer: D
Explanation:
The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders of the service provider.
https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION 249
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
- A. Continual improvement
- B. Service level management
- C. Service configuration management
- D. Relationship management
Answer: A
NEW QUESTION 250
Where should all master copies of controlled software and documentation be stored?
- A. In the definitive production library
- B. In the definitive capacity library
- C. In the definitive media library
- D. In the definitive security library
Answer: C
NEW QUESTION 251
What is defined as an unplanned interruption or reduction in the quality of a service?
- A. A problem
- B. An event
- C. An incident
- D. A change
Answer: C
NEW QUESTION 252
Which directly assists with the diagnosis and resolution of simple incidents?
- A. Scripts for collecting user information
- B. Creation of a temporary team
- C. Fulfillment of service requests
- D. Use of shift working patterns
Answer: A
NEW QUESTION 253
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.
- A. protect
- B. store
- C. audit
- D. provide
Answer: A
NEW QUESTION 254
What is typically needed to assign complex incidents to support groups?
- A. The incident priority
- B. The incident category
- C. A self-help tool
- D. A change schedule
Answer: B
NEW QUESTION 255
Which is the CORRECT explanation of the 'R' role in a RACI matrix?
- A. This role ensures that activities are executed correctly
- B. This role has ownership of the end result
- C. This role ensures the flow of information to stakeholders
- D. This role is involved in providing knowledge and input
Answer: B
NEW QUESTION 256
Which is the purpose of the 'monitoring and event management' practice?
- A. To systematically observe services and service components, and record and report selected changes of state
- B. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
- C. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
- D. To protect the information needed by the organization to conduct its business
Answer: A
NEW QUESTION 257
Which is a use of the change schedule?
- A. Creating change models
- B. Deciding the approval authority for changes
- C. Automating the change process
- D. Assigning resources to changes
Answer: D
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-change-enablement/
NEW QUESTION 258
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
- A. Partners and suppliers
- B. Organizations and people
- C. Information and technology
- D. Value streams and processes
Answer: D
Explanation:
Explanation
Value streams and processes focus mainly on those areas which ensure integration and coordination of various actions and parts which contribute towards better value creation for the organization. This dimension is more concerned about the way the organization has organized the activities or processes and how it enables and ensures the value creation across all stakeholders.
https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management
NEW QUESTION 259
Which two statements about an organization's culture are CORRECT?
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
- A. 1 and 2
- B. 1 and 4
- C. 2 and 3
- D. 3 and 4
Answer: B
NEW QUESTION 260
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