View All ITIL-4-Foundation Actual Exam Questions, Answers and Explanations for Free [Q192-Q208]

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View All ITIL-4-Foundation Actual Exam Questions, Answers and Explanations for Free

ITIL-4-Foundation Exam Free Practice Test with100% Accurate Answers

NO.192 Which statement about the ‘four Ps’ of service design is CORRECT?

Processes refers to skill and training

Partners refers to suppliers and vendors

People refers to technology and tools

Products refers to producers and metrics
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NO.193 Which describes the ‘plan’ value chain activity?

It ensures a shared understanding of the current status and vision for all products and services across the organization

It ensures that services are delivered and supported according to agreed specifications and stakeholders expectations

It ensures that service components are available when and where they are needed, and meet agreed specifications

It ensures continual improvement of products, services, and practices across all value chain activities

NO.194 What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?

An initial baseline assessment

The production of a detailed CSI plan

Verifying that improvement targets have been achieved

Understanding priorities for improvement
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NO.195 Which skill is required by the ‘service level management’ practice?

Supplier management

Technical expertise

Event monitoring

Problem management

NO.196 Which of these activities is carried out as part of ‘problem management’?

Creating incident records

Diagnosing and resolving incidents

Escalating incidents to a support team for resolution

Trend analysis of incident records

NO.197 What is a configuration item?

Any financially valuable component that can contribute to delivery of an IT product or service

Any component that needs to be managed in order to deliver an IT service

Any change of state that has significance for the management of a service

A problem that has been analyzed but has not been resolved

Reference: https://www.bmc.com/blogs/itil-key-terms/

NO.198 Which statement about emergency changes is CORRECT?

The testing of emergency can be eliminated in order to implement the change quickly

The assessment and authorization of emergency changes is expedited to ensure they can be implemented
quickly

Emergency changes should be authorized and implemented as service requests

Emergency changes must be fully documented before authorization and implementation

NO.199 In which TWO situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant

1 and 2

1 and 4

2 and 3

3 and 4

NO.200 Which benefit is MOST aligned with the guiding principle ‘progress iteratively with feedback’?

Service providers are able to respond more quickly to customer needs

Bottlenecks in the service provider’s workflow are identified.

The complexities of the service provider’s IT systems are identified.

The service provider gains a better understanding of the customer experience.

NO.201 Which ITIL concept helps an organization to make good decisions?

Four dimensions of service management

Guiding principles

Service value chain

Practices

NO.202 What is MOST LIKELY to be handled as a service request?

An emergency change to apply a security patch

The implementation of a workaround

Providing a virtual server for a development team

Managing an interruption to a service

Explanation
A service request is a formal request from a user for something to be provided. Service requests are typically less complex and are either approved or denied based on the budget, need, or urgency.
An emergency change to apply a security patch (A) is not a service request because it is an urgent change that needs to be made to address a security vulnerability. The implementation of a workaround (B) is not a service request because it is a temporary solution to a problem. Managing an interruption to a service (D) is not a service request because it is an incident that needs to be resolved.
Providing a virtual server for a development team (C) is a service request because it is a request for a new service that can be fulfilled by the IT department.

NO.203 Which is a supplier category?

Technical

Commodity

Customer

Resource

NO.204 Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

Service relationship management

Service consumption

The service value system

The’release management’ practice

NO.205 Which is an objective of the design coordination process?

To produce service design packages and ensure they are handed over to service transition

To assess and evaluate all changes and their impact on service designs

To document the initial structure and relationship between services and customers

To gather and document new service level requirements from the customer

Explanation
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NO.206 Which statement about outcome is CORRECT?

Outcomes rely on outputs to deliver results for a stakeholder

Outcomes use activities to produce tangible or intangible deliverables

Outcomes give service consumers assurance of products or services

Outcomes help a service consumer to assess the cost of a specific activity

NO.207 Which is a key requirement for a successful service level agreement?

It should be written in legal language

It should be simply written and easy to understand

It should be based on the service provider’s view of the service

It should relate to simple operational metrics

NO.208 What can a change schedule be used for?

Speeding up the planning and authorization of emergency changes

Providing information about deployed changes to help manage incidents and problems.

Tracking and managing improvement ideas from identification through to final action

Providing a way to initiate normal changes

Explanation
The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources. It can also be used after changes have been deployed to provide information needed for incident management, problem management, and improvement planning
https://www.bmc.com/blogs/itil-change-enablement/#:~:text=The%20change%20schedule%20is%20used,proble

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