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NEW QUESTION 1
Which service transition process provides guidance about converting data into information?
- A. Change evaluation D18912E1457D5D1DDCBD40AB3BF70D5D
- B. Knowledge management
- C. Service validation and testing
- D. Service asset and configuration management
Answer: B
NEW QUESTION 2
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 3
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
- A. Change control
- B. Continual improvement
- C. Problem management
- D. Service desk
Answer: C
NEW QUESTION 4
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
- A. outputs
- B. outcomes
- C. costs
- D. risks
Answer: B
NEW QUESTION 5
Which is one of the five aspects of service design?
- A. Management information systems and tools
- B. Risk analysis and management approach
- C. Management policy for business case creation
- D. Corporate governance and policy
Answer: A
NEW QUESTION 6
Where should all master copies of controlled software and documentation be stored?
- A. In the definitive capacity library
- B. In the definitive media library
- C. In the definitive security library
- D. In the definitive production library
Answer: B
NEW QUESTION 7
Which is an example of improving service utility using service management automation?
- A. Pre-determined routing of a service request
- B. Reducing the time to compile service data
- C. Monitoring service availability
- D. Faster resource allocation
Answer: D
NEW QUESTION 8
Which dimension considers how knowledge assets should be protected?
- A. Organizations and people
- B. Partners and suppliers
- C. Information and technology
- D. Value streams and processes
Answer: C
NEW QUESTION 9
Which is a key consideration for the guiding principle 'keep it simple and practical'?
- A. Try to create a solution for every exception
- B. Start with a complex solution, then simplify
- C. Understand how each element contributes to value creation
- D. Ignore the conflicting objectives of different stakeholders
Answer: C
NEW QUESTION 10
What is the purpose of the 'information security management1 practice?
- A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
- B. To observe services and service components
- C. To protect the information needed by the organization to conduct its business
- D. To plan and manage the full lifecycle of all IT assets
Answer: C
NEW QUESTION 11
How do all value chain activities transform inputs to outputs?
- A. By using a combination of practices
- B. By using a single functional team
- C. By determining service demand
- D. By implementing process automation
Answer: A
NEW QUESTION 12
Which statement about outcomes is CORRECT?
- A. Outcomes help service consumers achieve outputs
- B. Outcomes are one or more services that fulfil the needs of a service consumer
- C. Service providers help service consumers achieve outcomes
- D. Helping service consumers achieve outcomes reduces service provider costs
Answer: C
NEW QUESTION 13
What does the 'service request management' practice depend on for maximum efficiency?
- A. Self-service tools
- B. Compliments and complaints
- C. Processes and procedures
- D. Incident management
Answer: C
NEW QUESTION 14
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
- A. As an event
- B. As a problem
- C. As a service request
- D. As a change request
Answer: B
NEW QUESTION 15
How should automation be implemented?
- A. By initially concentrating on the most complex tasks
- B. By optimizing as much as possible first
- C. By replacing human intervention wherever possible
- D. By replacing the existing tools first
Answer: C
NEW QUESTION 16
What is a problem?
- A. An addition or modification that could have an effect on services
- B. Any change of state that has significance for the management of a configuration item
- C. A cause or potential cause of one or more incidents
- D. An unplanned reduction in the quality of a service
Answer: C
NEW QUESTION 17
What should a release policy include?
- A. The process owner and process manager for each type of release
- B. The roles and responsibilities for incident and problem resolution
- C. The naming convention and expected frequency of each type of release
- D. The naming convention for all configuration items (CI) recorded in the configuration management system(CMS)
Answer: C
NEW QUESTION 18
Which statement about outcomes is CORRECT?
- A. An outcome can be enabled by more than one output
- B. Outcomes are how the service performs
- C. An output can be enabled by one or more outcomes
- D. An outcome is a tangible or intangible activity
Answer: A
NEW QUESTION 19
What is typically needed to assign complex incidents to support groups?
- A. The incident priority
- B. The incident category
- C. A change schedule
- D. A self-help tool
Answer: B
NEW QUESTION 20
What is the expected outcome from using a service value chain?
- A. Service value streams
- B. Value realization
- C. Customer engagement
- D. The application of practices
Answer: B
NEW QUESTION 21
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