Free 365 Days Exam Updates ITIL-4-Foundation dumps with test Engine Practice [Q201-Q221]

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Free 365 Days Exam Updates ITIL-4-Foundation dumps with test Engine Practice

Updated Verified ITIL-4-Foundation dumps Q&As – 100% Pass Guaranteed

Q201. What actions does a service desk take for all issues, queries and requests that are reported to them?

Schedule, assess, authorize

Diagnose, investigate, resolve

Initiate, approve, fulfill

Acknowledge, classify, own

Q202. Which practice involves the management of vulnerabilities that were not identified before the service went live?

Service request management

Problem management

Change control

Service level management

Q203. Which activity is part of the ‘continual improvement’ practice?

Handling compliments and complaints from users to identify improvements

Improving relationships with and between stakeholders

Prioritizing and creating business cases for improvement initiatives

Identifying the cause of unplanned interruptions to service

Q204. Which of the four dimensions include, the knowledge bases needed to deliver and manage services?

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes
This includes the information and technology needed to deliver services (servers, storage, networks, databases, etc.) as well as the information and technology needed to manage those services (ITSM tools, knowledge bases, configuration information, etc.).
https://www.sysaid.com/blog/entry/everything-you-officially-need-to-know-about-itil-4

Q205. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

outputs

outcomes

costs

risks

Q206. What describes how components and activities work together to facilitate value creation?

The ITIL service value system

The ITIL guiding principles

The four dimensions of service management

A service relationship

Q207. Which statement about service desks is CORRECT?

The service desk should work in close collaboration with support and development teams

The service desk should rely on self-service portals instead of escalation to support teams

The service desk should remain isolated from technical support teams

The service desk should escalate all technical issues to support and development teams

Q208. Which practice is most likely to benefit from the use of chatbots?

Service level management

Change enablement

Continual improvement

Service desk

Q209. What type of change is often used for resolving incidents or implementing security patches?

Standard change

Normal change

Emergency change

Change model

A change that must be implemented as soon as possible without strictly following the standard process e.g. to resolve an incident or implement a security patch.
The process for assessment and authorization is expedited to ensure quick implementation, so scheduling and documentation is not a priority.
The change authority may be separate from what is standard or normal practice, typically smaller in number but with greater capacity to expedite approval.
https://www.bmc.com/blogs/itil-change-enablement/

Q210. Which practice makes use of methods from Lean. Agile and DevOps?

Service desk

Continual improvement

Problem management

Incident management

Q211. Which value chain activity ensures that ongoing service activity meets user expectations?

Plan

Engage

Obtain/build

Deliver and support

Q212. Which statement about change management is CORRECT?

It optimizes overall business risk

It optimizes financial exposure

It ensures that all changes are authorized by the change advisory board (CAB)

It ensures that service requests follow the normal change management process

Q213. Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

assets

values

elements

services

Q214. Which statement about outcomes is CORRECT?

They are deliverables provided to service consumers.

They allow service consumers to achieve a desired result.

They provide products to service providers based on outputs.

The co-create value for service providers by reducing costs and risks.

Reference: https://www.axelos.com/news/blogs/february-2015/difference-between-outputs-and-outcomes-in- itsm

Q215. How can a service consumer contnbute to the reduction of nsk?

By providing the service in accordance with requirements

By ensuring that the service provider’s resources are correctly configured

By fully understanding then own requirements for the service

By managing the detailed level of risk on behalf of the service provider

Q216. Which is an example of a service request?

A request for normal operation to be restored

A request to implement a security patch

A request for access to a file

A request to investigate the cause of an incident

Explanation
https://www.bmc.com/blogs/itil-service-request-management/

Q217. Identity the missing word(s) in the blowing sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o’ incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].

events

charges

IT assets

known errors

Q218. Which statement about the ‘optimize and automate’ guiding principle is CORRECT?

Activities should be automated before they are optimized

Automation is best applied to non-standard tasks

Technology eliminates the need for human intervention

Automation frees human resources for more complex activities

Q219. Which practice performs reviews to ensure that services continue to meet the needs of the customers?

Monitoring and event management

Service level management

Change enablement

Service desk

To set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
https://www.bmc.com/blogs/itil-management-practices/

Q220. How does information about problems and known errors contribute to ‘incident management’?

It enables the reassessment of known erros

It enables quick and efficient diagnosis of incidents

It removes the need for collaboration during incident resolution

It removes the need for regular customer updates

Q221. Which is a purpose of the ‘engage’ value chain activity?

Meeting expectations for quality, costs and time-to-market

Ensuring the continual improvement of services

Ensuring that the organization’s vision is understood

Providing transparency and good relationships

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