Good Way to Pass ITIL 4 Foundation ITILFND_V4 Exam

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ITIL 4 Foundation ITILFND_V4 exam is much hot among those ITIL candidates. Most of them search the good way to pass ITILFND_V4 exam by Google. Introduct a great way for you to pass ITILFND-V4 exam in a short time here.

1.Study ITILFND_V4 exam basic information on the official website.

The ITIL 4 Foundation certification is designed as an introduction to ITIL 4 and enables candidates to look at IT service management through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products and services. In real ITIL ITILFND_V4 exam, there are 40 questions, and you have 65 minutes to complete all the questions. You need to answer 26 questions correctly to pass the test.

2.Master ITILFND_V4 exam topics

ITILFND_V4 exam topics cover the following details.

Understand the key concepts of service management
Understand how the ITIL guiding principles can help an organization adopt and adapt service management
Understand the four dimensions of service management
Understand the purpose and components of the ITIL service value system
Understand the activities of the service value chain, and how they interconnect
Know the purpose and key terms of 15 ITIL practices
Understand 7 ITIL practices

3.Learn online ITILFND_V4 online dumps

We just updated our ITILFND_V4 exam dumps, which are good material for you to prepare for this ITIL V4 Foundation exam. Free online ITILFND-V4 updated dumps questions are available below.

Page 1 of 9

1. Which phase of problem management includes analysing incidents to look for patterns and trends?

Problem identification

Problem control

Error control

Post-implementation review

2. In which case would a problem be logged?

When the cause is identified but not resolved

After analysis of error information from a supplier

When a user reports an unplanned service interruption

Alter a workaround is identified and documented

3. Which costs are included in the value proposition of a service?

Additional expense that the service consumer has because they are using the service

Money that the service consumer no longer needs to spend because they are using the service

Tangible or intangible results for the service consumer because they are using the service

The benefits, usefulness. and importance of the service that are perceived by the service consumer

4. Which statement about managing incidents is CORRECT?

Low impact incidents should be resolved efficiently, making logging unnecessary

The 'incident management' practice should use a single process regardless of the impact of the incident

Low impact incidents should be resolved efficiently so the resource required is reduced

Incidents with the lowest impact should be resolved first

5. Which statement about the service value chain is CORRECT?

The service value chain converts value into demand

Each value chain activity uses different combinations of practices to convert inputs into outputs

Each value chain activity identifies a requirement for resources from an external supplier

The service value chain uses value streams to describe a combination of consumers and providers

6. 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

7. Which statement about ‘continual improvement’ is CORRECT?

All improvement ideas should be logged in a single ‘continual improvement register’

A single team should carry out ‘continual improvement’ across the organization

‘Continual improvement’ should have minimal interaction with other practices

Everyone in the organization is responsible for some aspects of ‘continual improvement’

8. Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?

Understanding the organization’s vision

Understanding stakeholder needs

Meeting stakeholder expectations

Ensuring service components are available

9. Which of the following is NOT recommended by the guiding principle 'start where you are?

Asking questions that appear to be stupid

Identifying what is available to be leveraged

Building something completely new

Collecting data directly from the source

10. Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

Focus on value

Start where you are

Think and work holisocally

Optimize and automate

11. What role would be MOST suitable for someone with tots of experience working in IT and business roles?

They also have experience of managing relationships with various stakeholders, including suppliers and business managers.

Service level manager

Service desk agent

Change authority

Problem analyst

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

Service level management

Change enablement

Continual improvement

Service desk

13. 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

14. What is a definition of a problem?

An unplanned interruption to a service, or reduction in the quality of a service

A cause, or potential cause, of one or more incidents

An incident for which a full resolution is not yet available

Any change of state that has significance for the management of a configuration item (CI)

15. Which statement about the ‘service request management’ practice is CORRECT?

Service requests are fulfilled using simple workflows

A new workflow is created for each type of request

Additional approval is sometimes needed for restoration of service

Financial authorization is sometimes required for service requests

16. Which skill is required by the ‘service level management’ practice?

Supplier management

Technical expertise

Event monitoring

Problem management

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

Plan

Engage

Obtain/build

Deliver and support

18. Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions m service quality?

Incident management

Change enablement

Service level management

Continual improvement

19. Which activity is part of the 'continual improvement' practice?

Identifying the cause of incidents and recommending related improvements

Authorizing changes to implement improvements

Logging and managing incidents that result in improvement opportunities

Making business cases for improvement action

20. Which practice recommends that organizations develop competencies »n techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?

Incident management

Continual improvement

Service request management

Change enablement

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21. Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?

Continual improvement

Service value chain

Practices

Guiding principles

22. What is defined as a change of state that has significance for the management of an IT service?

Event

Incident

Problem

Known error

23. 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

24. Organizations should consider how the guiding principles interact with each other

1 and 2

2 and 3

3 and 4

1 and 4

25. Identify the missing words in the following sentence.

The ‘incident management’ practice should maintain [?] for logging and managing incidents.

a dedicated team

a formal process

detailed procedures

a value chain activity

26. Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

Start where you are

Focus on value

Think and work holistically

Optimize and automate

27. What varies in size and complexity, and uses functions to achieve its objectives?

A risk

An organization

A practice

An outcome

28. What is the purpose of the ‘monitoring and event management’ practice?

To restore normal service operation as quickly as possible

To manage workarounds and known errors

To capture demand for incident resolution and service requests

To systematically observe services and service components

29. Which statement about value streams is CORRECT?

Each value stream must include all six value chain activities

Each value stream must be designed for a specific scenario

Each value stream must include all 34 ITIL practices

Each value stream must include suppliers or partners

30. 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

31. Which describes a CORRECT approach to change authorization?

Changes included in the change schedule are pre-authorized and do not need additional authorization

formal changes should be assessed and authorized before they are deployed

Emergency changes should be authorized by as many people as possible to reduce risk

formal changes are typically implemented as service requests and authorized by the service desk

32. Workflows

1 and 2

2 and 3

3 and 4

1 and 4

33. Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

Service request management

Service configuration management

Deployment management

Change enablement

34. Which describe a 'change authority'?

a model used to determine who will assess a change

A person who approves a change

A tool used to help plan changes

A way to manage the people aspects of change

35. Which is an activity of ‘problem identification’?

Analyzing information from software developers

Establishing problem workarounds

Analyzing the cause of problems

Establishing potential permanent solutions

36. Which statement about a service value stream is CORRECT?

it uses inputs and outputs prescribed by ITIL

It is a service value chain activity

It integrates practices for a specific scenario

It provides an operating model for service providers

37. A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on.

What is the correct name for this type of flaw?

Problem

Incident

Event

Known error

38. Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

Incident management

Service level management

Problem management

Service request management

39. Which is a recommendation for applying the guiding principle 'keep it simple and practical?

Communicate in a way the audience can hear

Sometimes nothing from the current state can be re used

If a practice is easier to follow it is more likely to be adopted

Fast does not mean incomplete

40. What is a cause, or potential cause, of one or more incidents?

A configuration item

A workaround

An incident

A problem

Page 3 of 9

41. When is the earliest that a workaround can be documented in ‘problem management’?

After the problem has been logged

After the problem has been prioritized

After the problem has been analyzed

After the problem has been resolved

42. Which is an activity of the 'incident management" practice?

Assessing and prioritizing improvement opportunities

Performing service reviews with customers

Providing good-quality updates when expected

Automating service requests to the greatest degree possible

43. Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

44. What term is used to describe whether a service will meet availability, capacity and security requirements?

Outcomes

Value

Utility

Warranty

45. A service offering may include, access to resources, and service actions, which is an example of a service action?

A mobile phone enables a user to work remotely

A password allows a user connect to a Wifi network

A license allows a user to install a software product

A service desk agent provides support to user.

46. 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

47. Which statement about value creating activities is CORRECT?

Each value stream should be designed with a specific combination of service value chain activities

Service value chain activities have pre-determined dependencies on ITIL practices

A value stream is an operating model for creating value through products and services

Organizations should ensure that each value stream is applicable to many scenarios

48. How should an organization prioritize incidents?

Ask the user for their preferred resolution timeframe.

Assess the availability of the appropriate support team.

Use an agreed classification which is based on the business impact of the incident.

Create an order of incidents based on the dates and times when they were logged.

49. When should a workaround be created?

As soon as possible, once the incident is logged

After the resolution of a problem

When a problem cannot be resolved quickly

When a potential permanent solution has been identified

50. What can be described as an operating model for the creation and management of products and services?

Governance

Service value chain

Guiding principles

Practices

51. In service relationships, what is a benefit of identifying consumer roles?

It enables effective stakeholder management

It provides shared service expectations

It removes constraints from the customer

It enables a common definition of value

52. Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

Deployment management

Release management

Change enablement

Service configuration management

53. Identify the missing word in the following sentence.

Sponsor is the role that authorizes budget for service [?)

value

consumption

management

provision

54. Which practice provides a communications point for users to report operational issues, queries and requests?

Incident management

Continual improvement

Service desk

Relationship management

55. Which is a recommendation of the guiding principle 'think and work holistically'?

Conduct a review of existing service management practices and decide what to keep and what to discard

Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

Review service management practices and remove any unnecessary complexity

Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

56. Which is NOT a component of the service value system?

The service value chain

Opportunity and demand

Continual improvement

Governance

57. Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

Service configuration management

Service desk

Problem management

Deployment management

58. Identify the missing word in the following sentences.

A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.

utility

warranty

outcomes

outputs

59. Which two practices interact the MOST with the service desk practice?

Incident management and service request management

Service request management and deployment management

Deployment management and change enablement

Change enablement and incident management

60. Why should a service level manager carry out regular service reviews?

To ensure that agreements are written simply and are easy to understand

To collect information about service consumer goals and objectives

To capture information about service issues and performance against agreed goals

To ensure continual improvement of services, so that they meet the evolving needs of service consumers

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61. Which is a risk that might be removed from a service consumer by an IT service?

Service provider ceasing to trade

Security breach

Failure of server hardware

Cost of purchasing servers

62. What can be used to determine if a service is 'fit for purpose'?

Availability

Warranty

Outcome

Utility

63. Which should be handled by ‘service request management’?

A request to implement a security patch

A request to provide a laptop

A request to resolve an error in a service

A request to change a target in a service level agreement

64. What is the MOST important reason for prioritizing incidents?

To ensure that user expectations are realistic

To ensure that incidents with highest impact are resolved first

To help information-sharing are learning

To provide links to related changes and known errors

65. Identity the missing word in the following sentence

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of p. and the CIs that support them, is available when and where it is needed

organizations

outcomes

relationships

services

66. What is the MAIN benefit of 'problem management'?

Restoring normal service as quickly as possible

Reducing the number and impact of incidents

Maximizing the number of successful changes

Managing workarounds and known errors

67. Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?

Incident management

Service request management

Monitoring and event management

Change enablement

68. Which statement about service offerings is CORRECT?

The same product can be used as a basis for more than one service offering

Service offerings include the transfer of goods from the consumer to the prowler

Service offerings describe how providers and consumers cooperate to co-create value

Each service should be described to consumers as a single service offering

69. Which is a use of a change schedule?

Speeding up the planning and authorization of emergency changes

Providing information about deployed changes to help manage incidents and problems

Providing a means of initiating and assessing normal changes

Tracking and managing improvement ideas from identification through to final action

70. Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

71. Which practice's purpose includes creating closer more collaborative relationships?

Supplier management

Information security management

Release management

Service configuration management

72. Which practice has a purpose that deludes maximizing the number of successful additions modifications, or removals of anything that could have an effect on a service?

Service request management

Incident management

Service desk

Change enablement

73. What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?

Restricting information about the improvement to essential stakeholders only.

Increasing collaboration and visibility for the improvement.

Involving customers after all planning has been completed.

Engaging every stakeholder group in the same way, with the same communication.

74. Opportunity

1 and 2

2 and 3

3 and 4

1 and 4

75. What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.

Service level manager

Service desk agent

Change authority

Problem analyst

76. Which describes a ‘change authority’?

A model used to determine who will assess a change

A person who approves a change

A tool used to help changes

A way to manage the people aspects of change

77. Which statement about change authorities is CORRECT?

Change authorities are only required for authorizing emergency changes

Change authorities are assigned when each change is deployed

Change authorities are only required for authorizing normal changes

Change authorities are assigned for each type of change and change model

78. What is a problem that has been analysed but has not been resolved?

Workaround

Incident

Known error

Event

79. Which statement about service requests is CORRECT?

Complex service requests should be dealt with as normal changes

Service requests that require simple workflows should be dealt with as incidents

Service requests require workflows that should use manual procedures and avoid automation

Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

80. 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

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81. Which step of the continual improvement model includes baseline assessments?

Did we get there?

Where are we now?

What is the vision?

Where do we want to be?

82. Ensuring that changes are properly assessed

1 and2

2 and 3

3 and 4

1 and 4

83. Which is part of the definition of a customer?

The role that defines the requirements for a service

A means of enabling value co-creation

The role that authorizes budget for service consumption

A set of specialized organizational capabilities for enabling value

84. Which is included in the purpose of the 'change enablement' practice?

Make new and changed services available for use

Ensure that risks have been property assessed

Record and report selected changes of state

Plan and manage the full lifecycle of all IT assets

85. What impact does automation have on a service desk?

Less low level work and a greater ability to focus on user experience

Increased phone contact and a reduced ability to focus on user experience

Ability to work from multiple locations, geographically dispersed

Ability to work from a single centralised location

86. Identify the missing word in the following sentence.

The purpose of the ‘supplier management’ practice is to ensure that the organization’s suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

measured

rewarded

managed

defined

87. 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

88. Which will help solve incidents more quickly?

Target resolution times

Escalating all incidents to support teams

Collaboration between teams

Detailed procedural steps for incident investigation

89. Which is a low risk change that has been pre-approved so that no additional authorization is needed?

A standard change

A change model

An emergency change

A normal change

90. Which practice is responsible for moving new or changed components to live or other environments?

Release management

Deployment management

Change enablement

Supplier management

91. Which is a result of applying the guiding principle ‘progress iteratively with feedback’?

The ability to discover and respond to failure earlier

Standardization of practices and services

Understanding the customer’s perception of value

Understanding the current state and identifying what can be reused

92. Which is provided by the ‘engage’ value chain activity?

Ensuring that stakeholder expectations for quality are met

Ensuring that stakeholder needs are understood by the organization

Ensuring that service components are available when needed

Ensuring that services are operated to meet agreed specifications

93. Which statement about problems is CORRECT?

Problems are not related to incidents.

Problems must be resolved quickly in order to restore normal business activity.

Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.

Problem prioritization involves risk assessment.

94. Which guiding principle discourages 'silo activity'?

Focus on value

Start where you are

Collaborate and promote visibility

Keep it simple and practical

95. Which practice has the purpose of ensuring that the organization’s suppliers and their performance and managed appropriately to support the provision of seamless, quality products and services?

Release management

Supplier management

Service management

Relationship management

96. Which statement about the 'continual improvement model' is CORRECT?

Organizations should work through the steps of the model in the sequence in which they are presented

The low of the model helps organizations to link improvements to its goals

The model is applicable to only certain parts of the service value system

Organizations should use an additional model or method to link improvements to customer value

97. Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

A normal change

An emergency change

A standard change

A change model

98. Which statement about standard changes is CORRECT?

A full assessment should be completed each time the change is implemented

The change can be implemented with less testing if necessary

The appropriate change authority should be assigned to each type of change

The change does not require additional authorization

99. Which statement about the ‘incident management’ practice is CORRECT?

It identifies the cause of major incidents.

It authorizes changes to resolve incidents.

It maintains detailed procedures for diagnosing incidents.

It resolves the highest impact incidents first.

100. Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

Focus on value

Start where you are

Think and work holistically

Keep it simple and practical

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101. Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

Focus on value

Progress iteratively with feedback

Collaborate and promote visibility

Optimize and automate

102. Which action is performed by a service provider?

Requesting required service actions

Authorizing budget for service consumption

Ensuring access to agreed resources

Receiving of the agreed goods

103. An organization asks a stakeholder to review a planned change.

Which guiding principle does this demonstrate?

Collaborate and promote visibility

Start where you are

Focus on value

Keep it simple and practical

104. Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

Service level management

Relationship management

Service desk

Monitoring and event management

105. Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Information security management

Change enablement

Problem management

Service configuration management

106. Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

Each iteration should be designed before starting the initiative and implemented without feedback

Feedback should only be taken into account when one iteration fails to meet its objective

Feedback should be reduced for large improvements as it is unlikely that circumstances will change

Each iteration should be continually re-evaluated based on feedback

107. 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

108. Which is part of service provision?

The management of resources configured to deliver the service

The management of resources needed to consume the service

The grouping of one or more services based on one or more products

The joint activities performed to ensure continual value co-creation

109. Which describes outcomes?

Tangible or intangible deliverables

Results desired by a stakeholder

Configuration of an organization's resources

Functionality offered by a product or service

110. What are ’engage’, ‘plan’ and ‘improve’ examples of?

Service value chain activities

Service level management

Service value chain inputs

Change control

111. When should the effectiveness of a problem workaround be assessed?

Whenever the workaround is used

Whenever the problem is resolved

Whenever the workaround becomes a known error

Whenever the problem is prioritized

112. Change control

1 and 2

1 and 4

3 and 4

2 and 3

113. Which competencies are required by the 'service level management' practice?

Problem investigation and resolution

Incident analysis and prioritization

Business analysis and commercial management

Balanced scorecard reviews and maturity assessment

114. Normal changes should be handled as service requests

3 and 4

2 and 3

1 and 4

1 and 2

115. Identify the missing word in the following sentence.

A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.

information

utility

warranty

costs

116. Design

Ideation, Design, Develop, Deploy, Test, Operate, Retire

Retire, Test, Operate, Deploy, Ideation, Develop, Design

None of the above

Ideation, Test, Develop, Deploy, Design, Operate, Retire

117. Which describes a set of defined steps for implementing improvements?

The ‘improve’ value chain activity

The ‘continual improvement register’

The ‘continual improvement model’

The ‘engage’ value chain activity

118. 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

119. When should a full risk assessment and authorization be carried out for a standard change?

Each time the standard change is implemented

When the procedure for the standard change is created

At least once a year

When an emergency change is requested

120. 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

Page 7 of 9

121. Which service level metrics are BEST for measuring user experience?

Single system-based metrics

Metrics for the percentage of uptime of a service

Operational metrics

Metrics linked to defined outcomes

122. Which of the following is an example of incident?

A backup server is being rebooted while services are running on the primary server

An application is not available during the business hours

A user has requested access to a shared repository

A user wants to reset the password of a server

123. Which activity captures the demand for incident resolution and service requests?

Change control

Problem management

Service desk

Service catalogue management

124. Which practice provides a single point of contact for users?

Incident management

Change control

Service desk

Service request management

125. Which activity is part of the 'continual improvement' practice?

Populating and maintaining the asset register

Providing a clear path for users to report issues, queries, and requests

Delivering tactical and operational engagement with customers

Identifying and logging opportunities

126. What are the three phases of 'problem management'?

Problem identification, problem control, error control

Problem analysis, error identification, incident resolution

Problem logging, problem classification, problem resolution

Incident management, problem management, change control

127. When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?

An organization should always use a single technique to ensure metrics are consistent

An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

An organization should always develop competencies in methodologies and techniques that will meet their needs

An organization should always use an approach that combines Lean, Agile and DevOps methodologies

128. Which of these should be logged and managed as a problem?

Trend analysis shows a large number of similar incidents

A user requests delivery of a laptop

A monitoring tool detects a change of state for a service

'Continual improvement' needs to prioritize an improvement opportunity

129. What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

A customer

A user

A configuration item (CI)

An IT asset

130. Which practice identifies metrics that reflect a customer experience of a service?

Continual improvement

Service level management

Service desk

Problem management

131. Which statement about the steps to fulfill a service request is CORRECT?

They should be complex and detailed

They should be well-known and proven

They should include incident handling

They should be brief and simple

132. How should an organization adopt continual improvement methods?

Use a new method for each improvement the organization handles

Select a few key methods for the types of improvement that the organization handles

Build the capability to use as many improvement methods as possible

Select a single method for all improvements that the organization handles

133. What type of change is MOST likely to be managed by the 'service request management' practice?

An emergency change

A normal change

An application change

A standard change

134. Which statement about outcomes is CORRECT?

Outcomes help service consumers achieve outputs

Outcomes are one or more services that fulfil the needs of a service consumer

Service providers help service consumers achieve outcomes

Helping service consumers achieve outcomes reduces service provider costs

135. What should be used to set user expectations for request fulfilment times?

The consumer demand for the service

The time that the customer indicates for service delivery

The service levels of the supplier

The time needed to realistically deliver the service

136. Which is a key consideration for the guiding principle 'keep it simple and practical'?

Try to create a solution for every exception

Start with a complex solution, then simplify

Understand how each element contributes to value creation

Ignore the conflicting objectives of different stakeholders

137. What is the starting point for optimization?

Standardizing practices and services

Determining where the most positive impact would be

Securing stakeholder engagement

Understanding the vision and objectives of the organization

138. What should be done to determine the appropriate metrics for measuring a new service?

Measuring the performance over the first six months, and basing a solution on the results

Asking customers to provide numerical targets that meet their needs

Using operational data to provide detailed service reports

Asking customers open questions to establish their requirements

139. Which statement about outcomes is CORRECT?

An outcome can be enabled by more than one output

Outcomes are how the service performs

An output can be enabled by one or more outcomes

An outcome is a tangible or intangible activity

140. What is defined as a cause, or potential cause, of one or more incidents?

Change

Event

Known error

Problem

Page 8 of 9

141. Which is NOT a component of the service value system?

The guiding principles

Governance

Practices

The four dimensions of service management

142. Which guiding principle recommends standardizing and streamlining manual tasks?

Optimize and automate

Collaborate and promote visibility

Focus on value

Think and work holistically

143. How should automation be implemented?

By initially concentrating on the most complex tasks

By optimizing as much as possible first

By replacing human intervention wherever possible

By replacing the existing tools first

144. Which practice updates information relating to symptoms and business impact?

Service level management

Change control

Service request management

Incident management

145. How does a service consumer contribute to the reduction of disk?

By paying for the service

By managing server hardware

By communicating constraints

By managing staff availability

146. What is the purpose of the 'information security management1 practice?

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

To observe services and service components

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

To plan and manage the full lifecycle of all IT assets

147. Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

Change control

IT asset management

Service desk

Service request management

148. 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

149. What is defined as any component that needs to be managed in order to deliver an IT service?

A service request

An IT asset

A configuration item (CI)

An incident

150. When should a change request be submitted to resolve a problem?

As soon as a solution for the problem has been identified

As soon as a workaround for the problem has been identified

As soon as the analysis of the frequency and impact of incidents justifies the change

As soon as the analysis of cost, risks and benefits justifies the change

151. Which stakeholders co-create value in a service relationship?

Investor and consumer

Investor and supplier

Consumer and provider

Provider and supplier

152. Identify the missing word in the following sentence.

A known error is a problem that has been [?] and has not been resolved.

closed

logged

analysed

escalated

153. 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

154. What are the MOST important skills required by service desk staff?

Incident analysis skills

Technical skills

Problem resolution skills

Supplier management skills

155. What is an output?

A possible event that could cause harm or loss

Something created by carrying out an activity

A result for a stakeholder

A change of state that has significance for the management of a configuration item

156. What is the purpose of the ‘deployment management’ practice?

To ensure services achieve agreed and expected performance

To make new or changed services available for use

To move new or changed components to live environments

To set clear business-based targets for service performance

157. Which dimension includes a workflow management system?

Value streams and processes

Partners and suppliers

Information and technology

Organizations and people

158. Which is a service request?

Requesting a workaround for an issue

Requesting information about how to create a document

Requesting an enhancement to an application

Requesting investigation of a degraded service

159. What is warranty?

Assurance that a product or service will meet agreed requirements

The amount of money spent on a specific activity or resource

The functionality offered by a product or service to meet a particular need

The perceived benefits, usefulness and importance of something

160. Which skill is an essential part of the 'service level management' practice?

Problem analysis

Technical knowledge

Listening

Diagnosis

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161. What is described by the service value system?

How to apply the systems approach of the guiding principle think and work holistically

Services based on one or more products, designed to address needs of a target consumer group

How all the components and activities of the organization work together as a system to enable value creation

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

162. 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

163. Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

Progress iteratively with feedback

Think and work holistically

Keep it simple and practical

Focus on value

164. Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

Release management

Service desk

Problem management

Supplier management

165. 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

166. Which is NOT a key focus of the 'information and technology' dimension?

Workflow management and inventory systems

Communication systems and knowledge bases

Roles and responsibilities

Security and compliance

167. Only in specific stakeholder relationships where the principle is relevant

1 and 2

1 and 4

2 and 3

3 and 4

168. Which dimension includes activities and workflows?

Value streams and processes

Partners and suppliers

Information and technology

Organizations and people

169. Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

Relationship management

Continual improvement

Service configuration management

Service level management

170. Which statement about a ‘continual improvement register’ is CORRECT?

It should be managed at the senior level of the organization

It should be used to capture user demand

There should only be one for the whole organization

It should be re-prioritized as ideas are documented

Good Way to Pass ITIL 4 Foundation ITILFND_V4 Exam