Pass Your ITIL-4-Foundation Dumps as PDF Updated on 2024 With 535 Questions
ITIL ITIL-4-Foundation Real Exam Questions and Answers FREE
ITIL 4 Foundation exam is a multiple-choice test that assesses the candidate's knowledge of ITIL 4 concepts and principles. ITIL-4-Foundation exam consists of 40 questions, and the candidate is required to score 65% or higher to pass the exam. The duration of the exam is 60 minutes, and it can be taken online or at an accredited testing center.
NEW QUESTION # 307
Which practice involves the management of vulnerabilities that were not identified before the service went live?
- A. Change control
- B. Problem management
- C. Service request management
- D. Service level management
Answer: B
NEW QUESTION # 308
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
- A. An emergency change
- B. A change model
- C. A normal change
- D. A standard change
Answer: D
NEW QUESTION # 309
What is the reason for using a balanced bundle of service metrics?
- A. It reports each service element separately
- B. It provides an outcome-based view of services
- C. It facilitates the automatic collection of metrics
- D. It reduces the number of metrics that need to be collected
Answer: B
NEW QUESTION # 310
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
- A. The problem remains in the known error status
- B. A change request is submitted to change control
- C. The problem record is deleted
- D. Problem management restores the service as soon as possible
Answer: A
NEW QUESTION # 311
When should the effectiveness of a problem workaround be assessed?
- A. Whenever the workaround becomes a known error
- B. Whenever the problem is resolved
- C. Whenever the problem is prioritized
- D. Whenever the workaround is used
Answer: D
NEW QUESTION # 312
What is warranty?
- A. The functionality offered by a product or service to meet a particular need
- B. The amount of money spent on a specific activity or resource
- C. Assurance that a product or service will meet agreed requirements
- D. The perceived benefits, usefulness and importance of something
Answer: C
NEW QUESTION # 313
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?
- A. Incident management
- B. Change enablement
- C. Continual improvement
- D. Service level management
Answer: A
NEW QUESTION # 314
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
- A. Problem management
- B. Service desk
- C. Release management
- D. Supplier management
Answer: B
NEW QUESTION # 315
What helps diagnose and resolve a simple incident?
- A. Rapid escalation
- B. Problem prioritization
- C. The use of scripts
- D. Formation of a temporary team
Answer: C
NEW QUESTION # 316
Which statement BEST describes the value of service strategy to the business?
- A. It allows higher volumes of successful change
- B. It enables the service provider to understand what levels of service will make their customers successful
- C. It reduces the duration and frequency of service outages
- D. It reduces unplanned costs through optimized handling of service outages
Answer: B
NEW QUESTION # 317
Which helps to streamline the fulfilment of service requests?
- A. Separating requests relating to service failures from the degradation of services
- B. Creating new workflows for every service request
- C. Eliminating service requests which have complex workflows
- D. Understanding which service requests can be accomplished with limited approvals
Answer: D
NEW QUESTION # 318
Which is an activity of the 'incident management" practice?
- A. Performing service reviews with customers
- B. Automating service requests to the greatest degree possible
- C. Providing good-quality updates when expected
- D. Assessing and prioritizing improvement opportunities
Answer: D
NEW QUESTION # 319
What is the difference between the 'incident management' and 'service desk' practices?
- A. incident management resolves complex issues, service desk resolve simpler issues.
- B. incident management manages interruptions to service desk monitors achieved service quality
- C. incident management resolves issues, service desk investigates the underlying causes of issues
- D. Incident management restores service operation, service desk provides communication with users
Answer: D
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%20help%20desk%20is%20considered,I%20do%20X%3F%E2%80%9D).
NEW QUESTION # 320
Which activity is NOT recommended by the start where you are' guiding principle?
- A. Applying risk management when considering to introduce new processes
- B. Using source data to avoid any unintentional data distortion found in reports
- C. Involving people who are not familiar with a service when observing and assessing its activities
- D. Discarding existing processes before assessing their usefulness
Answer: D
NEW QUESTION # 321
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
- A. Specialist teams
- B. Immediate escalation
- C. A separate process
- D. Third party support
Answer: C
NEW QUESTION # 322
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ITIL 4 Foundation Exam is a valuable certification for IT professionals looking to enhance their knowledge of IT service management. It provides a solid foundation for further ITIL certifications and career advancement in the IT service management field. With the increasing demand for ITIL-certified professionals, obtaining the ITIL 4 Foundation certification can open up new career opportunities and increase earning potential.
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