[Q38-Q55] Get Prepared for Your ITIL-4-Foundation Exam With Actual ITIL Study Guide!

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Get Prepared for Your ITIL-4-Foundation Exam With Actual ITIL Study Guide!

Pass Your Next ITIL-4-Foundation Certification Exam Easily & Hassle Free

ITIL 4 Foundation certification is essential for individuals who want to build a career in IT service management. It is a globally recognized certification that demonstrates the candidate’s knowledge and skills in IT service management frameworks and best practices. ITIL 4 Foundation Exam certification helps professionals to gain a competitive edge in the job market and increase their career opportunities. The ITIL 4 Foundation certification is also a prerequisite for higher-level ITIL certifications such as ITIL 4 Managing Professional and ITIL 4 Strategic Leader.

NEW QUESTION 38
Which statement about the automation of service requests is CORRECT?

Service requests that cannot be automated should be handled as incidents

Service requests and their fulfillment should be automated as much as possible

Service requests that cannot be automated should be handled as problems

Service requests and their fulfillment should be carried out by service desk staff without automation

NEW QUESTION 39
Which is an activity in the ‘Problem control’ phase of problem management?

Re-assessing a known error to manage the ongoing impact.

Reviewing incident records to identity trends

Implementing a technical fix to resolve an issue

Documenting the steps in workaround

Problem Control. Problem control activities include problem analysis and documenting workarounds and known errors.
Just like incidents, problems will be prioritized based on the risk they pose in terms of probability and impact to services. Focus should be given to problems that have highest risk to services and service management.
https://www.bmc.com/blogs/itil-problem-management/#:~:text=2.,probability%20and%20impact%20to%20services.

NEW QUESTION 40
Which is the FIRST thing to consider when focusing on value?

Identifying the service customer who will receive value

Defining customer experience and user experience

Understanding what is valuable to the service consumer

Ensuring value is co-created by improvement initiatives.

Explanation
When focusing on value, the first step is to know who are the customers and key stakeholders being served.
Next, it is important to have an understanding of what consitutes value from the consumer’s perspective.
https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=When%20focusing%20on%20value%2C%20the,va

NEW QUESTION 41
What is the difference between the ‘incident management’ and ‘service desk’ practices?

Incident management restores service operation, service desk provides communication with users

incident management manages interruptions to service desk monitors achieved service quality

incident management resolves issues, service desk investigates the underlying causes of issues

incident management resolves complex issues, service desk resolve simpler issues.

Explanation
A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as “how do I do X?”).
https://www.atlassian.com/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm#:~:text=A%20h

NEW QUESTION 42
Which guiding principle says that services and processes should NOT provide a solution for every exception?

Keep it simple and practical

Think and work holistically

Optimize and automate

Collaborate and promote visibility

NEW QUESTION 43
What aspect of ‘service level management’ asks service consumers what their work involves and how technology helps them?

Customer engagement

Operational metrics

Business metrics

Customer feedback

NEW QUESTION 44
Which is included in the purpose of the ‘improve’ value chain activity?

Ensuring the continual improvement of practices across all value chain activities

Ensuring that services continually meet expectations for quality, costs, and lime to market

Ensuring a shared understanding of the improvement direction for services across the organization

Ensuring continual engagement and good relationships with all stakeholders

The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
https://wiki.process-symphony.com.au/framework/lifecycle/service-value-systemitil-4/#:~:text=The%
20purpose%20of%20the%20improve,four%20dimensions%20of%20service%20management.

NEW QUESTION 45
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

Optimize and automate

Start where you are

Focus on value

Progress iteratively with feedback

NEW QUESTION 46
Which practice guarantees that users nave a range of access channels to choose from to report problems?

Service desk

Service level management

Incident management

Change enablement

The service desk practice provides a single point of contact for users and customers to report issues, make requests, or seek guidance1. This practice guarantees that users have a range of access channels to choose from to report problems, such as phone, email, web portal, chatbot, or self-service2. This helps to improve user satisfaction, reduce frustration, and increase efficiency3. Reference: ITIL Foundation – ITIL 4 Edition, page 14; ITIL 4 – A Pocket Guide, page 32; ITIL 4 Practice Guide: Service Desk, page 7.

NEW QUESTION 47
What is the purpose of the ‘information security management’ practice?

To protect the information needed by the organization to conduct its business

To observe services and service components

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

To plan and manage the full lifecycle of all IT assets

NEW QUESTION 48
What should be used to set user expectations for request fulfillment times?

The time that the customer indicates for service delivery

The consumer demand for the service

The time needed to realistically deliver the service

The service levels of the supplier

NEW QUESTION 49
What ensures that service providers and service consumers continue to create value together?

Service consumption

Service offerings

Service level management

Service relationship management

Service relationship management is the joint activities performed by a service provider and a service consumer to ensure continual value co-creation1. It involves establishing, maintaining, and optimizing the service relationship throughout the service lifecycle2. Service relationship management ensures that service providers and service consumers continue to create value together by aligning their objectives, expectations, and capabilities3. Reference: ITIL Foundation – ITIL 4 Edition, page 5; ITIL 4 – A Pocket Guide, page 16; ITIL 4 Practice Guide: Service Relationship Management, page 7.

NEW QUESTION 50
What are the ITIL guiding principles used for?

To help an organization make good decisions

To direct and control an organization

To identify activities that an organization must perform in order to deliver a valuable service

To ensure that an organization’s performance continually meets stakeholders’ expectations

NEW QUESTION 51
Which guiding principle says that services and processes should NOT provide a solution for every exception?

Keep it simple and practical

Think and work holistically

Optimize and automate

Collaborate and promote visibility

NEW QUESTION 52
What are guiding principles?

A set of interconnected activities that help an organization deliver a valuable service

A description of one or more services that help address the needs of a target consumer group

A set of specialized organizational capabilities for enabling value for customers

Recommendations that help an organization when adopting a service management approach

NEW QUESTION 53
Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?

Executing improvement actions

Performing baseline assessments

Defining the improvement plan

Understanding the business mission

NEW QUESTION 54
Which practice owns and manages issues, queries and requests from users?

Service desk

Problem management

Incident management

Change control

NEW QUESTION 55
Which are elements of the service value system?

Governance, service value chain, practices

Outcomes, utility, warranty

Service provision, service consumption, service relationship management

Customer value, stakeholder value, organization

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[Q38-Q55] Get Prepared for Your ITIL-4-Foundation Exam With Actual ITIL Study Guide!

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