NEW QUESTION 1

-ITIL
(Exam Topic 4)
Exam Questions
Which activity is NOT
ITIL-4-Foundation
recommended by the start where you are' guiding principle?
ITILInvolving
A. 4 Foundation
people who are not familiar with a service when observing and assessing its activities
Passing
B. ApplyingCertification
risk management
Exams Made
whenEasy
considering to introduce new processes
visitUsing
C. - https://www.surepassexam.com
source data to avoid any unintentional data distortion found in reports
D. Discarding existing processes before assessing their usefulness
D
Explanation:
Don™t start from scratch and build something new without considering what you already have. It™s almost
throw it all away and start again, although you must also be able to recognise when a complete replacement
Not only is this approach less wasteful than starting from scratch Πbecause it preserves value that you alre
board. They™re much more likely to support the changes you need if their previous contributions have been
Don™t rely on metrics and reports to tell you what the current situation is. When you carry out an assessmen
you should observe what is happening for yourself, and just use the metrics to support your observations. htt
of-itil-4-practical-advice-to-help-you-make-decisions
NEW QUESTION 2
- (Exam Topic 4)
Which term is used to describe removing something that could have an effect on a service?
A. A change
B. An incident
C. An IT asset
D. A problem
A
Explanation:
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect e
https://www.bmc.com/blogs/itil-change-enablement/#:~:text=A%20change%20is%20defined%20as,or%20in
NEW QUESTION 3
- (Exam Topic 4)
Which is described by the ‚organizations and people™ dimension of service management?
A. Communication and collaboration
B. Workflows and controls
C. Inputs and outputs
D. Contracts and agreement
A
Explanation:
The organizations and people dimension sets out the people aspects of service management to be consider
offerings. People include employees, managers, executives, customers, supplier employees, or anybody els
services.
https://assyst.ifs.com/blog/what-are-the-four-dimensions-of-itil-4
NEW QUESTION 4
- (Exam Topic 4)
Which is the MOST LIKELY way of resolving major incidents?
A. Users establishing a resolution using serf-help
B. The service desk identifying the cause and a resolution
C. A temporary team working together to identity a resolution
D. A support team following detailed procedures for investigating the incident
C
Explanation:
The incident management practice aims to minimize the negative impact of incidents by restoring normal ser
incident is an incident that has a significant impact or urgency for the business and requires a high level of co
NEWofQUESTION
way resolving major
5 incidents is by forming a temporary team working together to identify a resolution, suc
-other
(Exam statements
Topic 4) are not true because:
Which
Users practice
establishing
conducts
a resolution
reviewsusing
to validate
self-help:
thatSelf-help
services isare
ancovering
option for
theusers
needsto of
resolve
the customer?
their own incidents
provider,
A. Monitoring
but itand
is not
event
suitable
management
for major incidents that require urgent and expert attention3.
B.
The
Service
service
level
desk management
identifying the cause and a resolution: The service desk is responsible for logging, categor
may
C. Change
not have
enablement
the skills or authority to identify the cause and a resolution for major incidents that involve mult
D.
A support
Service team
desk following detailed procedures for investigating the incident: A support team may follow detai
may not be able to resolve major incidents that require cross-functional collaboration or escalation3. Referen
B
Œ A Pocket Guide, page 32; ITIL® 4 Practice Guide: Incident Management, page 8.
Explanation:
Passing
The purpose
Certification
of the service
Examslevel
Made management
Easy practice is to set clear business-based targets for service perf
visit - https://www.surepassexam.com
properly assessed, monitored, and managed against these targets1. This practice conducts reviews to valida
customer and to identify areas for improvement2. References: ITIL Foundation - ITIL 4 Edition, page 16; ITIL
Service Level Management, page 7.
NEW QUESTION 6
- (Exam Topic 4)
What are the KEY stakeholder groups mat service providers should cooperate with?
A. Suppliers
B. Customers
C. Relationship managers
D. Developers
B
Explanation:
Customers are one of the key stakeholder groups that service providers should cooperate with. Customers a
service and take responsibility for the outcomes of service consumption1. Customers can be internal or exte
Customers are essential for value co-creation, as they provide feedback, resources, and demand for
services3. References: ITIL Foundation - ITIL 4 Edition, page 5; ITIL® 4 Œ A Pocket Guide, page 18; [ITI 4 P
page 7.
NEW QUESTION 7
- (Exam Topic 4)
What is MOST LIKELY to be handled as a service request?
A. An emergency change to apply a security patch
B. The implementation of a workaround
C. Providing a virtual server for a development team
D. Managing an interruption to a service
C
Explanation:
A service request is a formal request from a user for something to be provided. Service requests are typically
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 t
vulnerability. The implementation of a workaround (B) is not a service request because it is a temporary solu
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 s
NEW QUESTION 8
- (Exam Topic 4)
What is included in the purpose of the 'release management' practice?
A. Authorizing changes to proceed
B. Making new features available for use
C. Moving new software to live environments
D. Ensuring information about services is available
B
Explanation:
C purpose of the release management practice is to make new and changed services and features availab
The
Release: A version of a service or other configuration item, or a collection of configuration items, that is made
Explanation:
https://wiki.process-symphony.com.au/framework/lifecycle/process/release-management-itil-4/
The second step is to conduct an objective current-state assessment of existing services and service manag
NEW
the users™
QUESTION
perception
9 of the value being received, along with a review of people™s competencies and skills
- (Exam Topic
capabilities of the
4) available technological solutions and the prevailing organizational culture. The success of
When using
accurate understanding
the ‚continualof improvement
the starting point
model,
andwhich
the required
information
impact
should
of thebeinitiative.
produced by an organization to
A. Business
For example,objectives
an organization can measure the current net promoter score (NPS) from a customer satisfactio
B. Improvement
competitors or review
plans findings of operational statistics or audit reports to understand its current state. If this s
C. Assessment
and there will notresults
be an objective baseline measurement against which improvement can be measured.
D. Measureable Targets
https://www.bmc.com/blogs/itil-continual-improvement/
Passing
NEW QUESTION
Certification
10 Exams Made Easy
-visit
(Exam
- https://www.surepassexam.com
Topic 4)
Which service value chain activity relates with buying new products?
A. Engage
B. Obtain/build
C. Plan
D. Improve
B
Explanation:
Obtain/build is one of the six activities of the service value chain, which is a set of interconnected activities th
product or service to its consumers and to facilitate value realization1. Obtain/build activity relates with buyin
testing new or changed service components2. This activity ensures that service components are available w
specifications3. References: ITIL Foundation - ITIL 4 Edition, page 10; ITIL® 4 Œ A Pocket Guide, page 21;
NEW QUESTION 10
- (Exam Topic 4)
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
A. Service request management
B. Service desk
C. Problem management
D. Continual management
B
Explanation:
■Service desk
staff require training and competency across a number of broad technical and business areas. In
particular, they need to demonstrate excellent customer service skills such as empathy, incident analysis and
intelligence.
https://www.servicedeskinstitute.com/the-case-for-itil4-foundation-service-desk-analyst-training/#:~:text=%E2
NEW QUESTION 11
- (Exam Topic 4)
What is the definition of ■service management■?
A. A result for a stakeholder enabled by one or more outputs
B. A formal description of one or more services, designed to address the needs of a target consumer group
C. Join activities performed by a service provider and a service consumer to ensure continual value co-creat
D. A set of specialized organizational capabilities for enabling value for customers in the form of services.
D
Explanation:
Service management is a set of specialized organizational capabilities for enabling value for customers in the
things like capital, people, and equipment, and can also include intangible things like knowledge, manageme
intangible things, like knowledge, management, and skills.
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Service%20management%20is%
NEW QUESTION 14
-The(Exampurpose
Topicof4)the problem management practice is to reduce the likelihood and impact of incidents by iden
Identify theworkarounds
managing missing word(s)
and in
known
the following sentence.
The purpose
errors1. Workarounds
of the problem
are temporary
managementsolutions
practice
that is
reduce
to reduce
or eliminate
me likelihood
the impact
and impact
of an incident
of incidents
or problem
by idenf
managing
errors are problems
[p] and known
that have
errors.
a documented root cause and a workaround3. References: ITIL Foundation - I
A. events
35; ITIL® 4 Practice Guide: Problem Management, page 7.
B. changes
NEW QUESTION 19
-C.(Exam
configuration
Topic 4)items
D. workarounds
Which of the four dimensions focuses or managing data in compliance with industry regulations?
D Partners and suppliers
A.
Explanation:
B. Organizations and people
Passing
C. ValueCertification
streams andExams
processes
Made Easy
visitInformation
D. - https://www.surepassexam.com
and technology
D
Explanation:
ITIL® has defined four dimensions that collectively are critical to the effective and efficient delivery of value to
products and services. These dimensions are:
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
https://www.bmc.com/blogs/itil-four-dimensions-service-management/
NEW QUESTION 22
- (Exam Topic 4)
Which is a description of service provision?
A. A formal description of one or more services, designed to address the needs of a service consumer
B. Activities that an organization performs to deliver services
C. A way to help create value by facilitating outcomes that service consumers need
D. Cooperation between two organizations to ensure that a service delivers value
B
Explanation:
The ITIL SVS describes how all the components and activities of the organization work together as a system
The SVS is made up of specific inputs, elements, and outputs relevant to service management. The key inpu
of the SVS is value delivered by products and services.
Opportunity refers to options or possibilities to add value for stakeholders or otherwise improve the organiza
Demand refers to need or desire for products and services among internal and external consumers. https://w
NEW QUESTION 25
- (Exam Topic 4)
Which BEST describe the focus of the 'think and work holistically' principle?
A. Considering the existing organizational assets before building something new
B. Integrating an organization™s activities to deliver value
C. Eliminating unnecessary steps to deliver valuable outcomes
D. Breaking down large initiative into smaller pieces of work
B
Explanation:
Think and work holistically
No service, practice, process, department, or supplier stands alone. The outputs that the organization delive
suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.
https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=5.,rather%20than%20as%20separate%20parts.
NEW QUESTION 29
- (Exam Topic 4)
Which statement about the input and output of the value chain activities is CORRECT?
NEW
A. EachQUESTION
value chain33activity receives inputs and provides outputs
-B.(Exam
The organization™s
Topic 4) governance will determine the inputs and outputs of each value chain activity
C. Some
Which is the
value
definition
chain activities
of an IT only
asset?
have input, whereas others only have outputs
D. Any
A. Inputfinancially
and output valuable
are fixed
component
for each value
that contributes
chain activity
to a service
A Any request from a user that is a normal part of service delivery
B.
Explanation:
C. Any component that needs to be managed to deliver a service
Each
D. Anyactivity
change contributes
of state that
to the
hasvalue
significance
chain byfortransforming
the management
specific
of inputs
a service
into outputs. The inputs could be d
other activities, while the transformation is facilitated by ITIL practices, undertaken using internal or third-part
A
https://www.bmc.com/blogs/itil-service-value-chain/
Explanation:
Passing
IT asset is
Certification
any financially
Exams valuable
Made component
Easy that can contribute to the delivery of an IT product or service.
visitsoftware,
all - https://www.surepassexam.com
hardware, networking, cloud services, and client devices
https://wiki.process-symphony.com.au/framework/lifecycle/process/it-asset-management-itil-4/#:~:text=IT%2
NEW QUESTION 35
- (Exam Topic 4)
What is the difference between the 'incident management' and 'service desk' practices?
A. Incident management restores service operation, service desk provides communication with users
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 resolves complex issues, service desk resolve simpler issues.
A
Explanation:
A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a serv
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%
NEW QUESTION 38
- (Exam Topic 4)
Which describes an unresolved problem which has been already analysed?
A. A workaround
B. An incident
C. A known error
D. A risk
C
Explanation:
A known error is a problem that has been analysed but not resolved1. This means that the root cause of the
has not been implemented yet2. A known error can be recorded in a known error database (KEDB) and linke
ITIL Foundation - ITIL 4 Edition, page 15; ITIL® 4 Œ A Pocket Guide, page 35; ITIL® 4 Practice Guide: Prob
NEW QUESTION 43
- (Exam Topic 4)
Which practice ensures that a variety of access channels are available for users to report issues?
A. Service desk
B. Service level management
C. Incident management
D. Change enablement
A
Explanation:
Service desks provide a variety of channels for access including:
Phone calls, which can include specialized technology, such as interactive voice response (IVR), conference
Service portals and mobile applications, supported by service and request catalogues, and knowledge base
Chat, through live chat and chatbots.
Email for logging and updating, and for follow-up surveys and confirmations.
Walk-in service desk (which are becoming more prevalent in some sectors, such as higher education, where
A. Problem
physical presence).,
identification
B.
Text
Problem
and social
control
media messaging, which are useful for notifications in case of major incidents and for contac
used
C. Error
to allow
control
users to request support.
D.
Public
Problem
and corporate
analysis social media and discussion forums for contacting the service provider and for peer-to-
https://www.bmc.com/blogs/itil-service-desk/
C
NEW QUESTION 45
Explanation:
- (Exam
Error control
Topicalso
4) regularly re-assesses the status of known errors that have not been resolved, taking acc o
Which phase
availability, andof the
problem
cost of
management
permanent resolutions,
includes theand
regular
effectiveness
re-assessment
of workarounds
of the effectiveness of workaroun
Passing Certification Exams Made Easy
https://www.bmc.com/blogs/itil-problem-management/#:~:text=Error%20control%20also%20regularly%20re,
visit - https://www.surepassexam.com
NEW QUESTION 47
- (Exam Topic 4)
Which practice has a purpose that involves creating closer, more collaborative relationships?
A. Suppler management
B. Information security management
C. Release management
D. Service configuration management
A
Explanation:
The purpose of the supplier management practice is to ensure that the organization™s suppliers and their pe
seamless provision of quality products and services1. This practice involves creating closer, more collaborat
efficiency, effectiveness, and innovation2. References: ITIL Foundation - ITIL 4 Edition, page 16; ITIL® 4 Œ
NEW QUESTION 49
- (Exam Topic 4)
For which purpose would the continual improvement practice use a SWOT analysis?
A. Understanding the current state
B. Defining the future desired state
C. Tracking and managing ideas
D. Ensuring everyone actively participates
A
Explanation:
The second step is to conduct an objective current-state assessment of existing services and service manag
the users™ perception of the value being received, along with a review of people™s competencies and skills
capabilities of the available technological solutions and the prevailing organizational culture. The success of
accurate understanding of the starting point and the required impact of the initiative.
For example, an organization can measure the current net promoter score (NPS) from a customer satisfactio
competitors or review findings of operational statistics or audit reports to understand its current state. If this s
and there will not be an objective baseline measurement against which improvement can be measured.
https://www.bmc.com/blogs/itil-continual-improvement/
NEW QUESTION 54
- (Exam Topic 4)
Which is a key requirement for successful service level agreements (SLAs)?
A. They should be written using language and terms which all parties will understand
B. They should be based on system-based metrics which are useful to the service provider
C. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
D. They should avoid ambiguous targets such as those relating to user experience
A
Explanation:
An SLA is defined as a documented agreement between a service provider and a customer that identifies bo
SLAs are used to measure the performance of services from the customer™s point of view, and it is importa
Some of the key requirements for successful SLAs include:
They must be related to a defined ‚service™ in the service catalogue. Individual metrics without a specified
B.They
Theshould
establishment
relate to of
defined
links between
outcomes
theand
organization
not simplyand
operational
its stakeholders
metrics. at
This
strategic
can beand
achieved
tacticalwith
levels
balan
satisfaction
C. The alignmentand keyof the
business
organization's
outcomes.
practices and services with changing business needs
D.They
Theshould
reductionreflect
of the
an ‚agreement™:
likelihood and impact
an engagement
of incidents
and discussion between the service provider and the
stakeholders, including partners, sponsors, users, and customers.
C
Explanation:
They must be simply written and easy to understand and use for all parties. https://www.bmc.com/blogs/itil-s
management/#:~:text=Service%20Level%20Agreements%20(SL
Continual improvement encompasses all elements of the ITIL SVS. It involves aligning an organization™s pr
NEW QUESTION
through the ongoing 58assessment and improvement of each element involved in the management of products
- (Exam
SVS in its
Topic
entirety,
4) as well as to all of the organization™s products, services, service components, and relati
Which of in
involved theservice
following
management.
is included in the purpose of the 'continual improvement' practice?
A. The restoration of normal service operation as quickly as possible
https://www.bmc.com/blogs/itil-continual-improvement/
Passing
NEW QUESTION
Certification63 Exams Made Easy
-visit
(Exam
- https://www.surepassexam.com
Topic 4)
What is the difference between the 'incident management" and 'service desk™ practices'?
A. Incident management restores service operation; service desk provides communication with users
B. Incident management resolves complex issues, service desk reserves simpler issues
C. Incident What is the difference between the 'incident management" and 'service
D. Incident management manages interruptions to services, service desk monitors achieved service quality
A
Explanation:
The incident management practice aims to minimize the negative impact of incidents by restoring normal ser
involves logging, categorizing, prioritizing, investigating, resolving, and closing incidents2. The service desk p
customers to report issues, make requests, or seek guidance1. This practice involves providing communicat
satisfaction, and facilitating continual improvement3. References: ITIL Foundation - ITIL 4 Edition, page 14; I
Guide: Incident Management, page 7.
NEW QUESTION 66
- (Exam Topic 4)
Which practice guarantees that users nave a range of access channels to choose from to report problems?
A. Service desk
B. Service level management
C. Incident management
D. Change enablement
A
Explanation:
The service desk practice provides a single point of contact for users and customers to report issues, make r
that users have a range of access channels to choose from to report problems, such as phone, email, web p
user satisfaction, reduce frustration, and increase efficiency3. References: ITIL Foundation - ITIL 4 Edition, p
Practice Guide: Service Desk, page 7.
NEW QUESTION 71
- (Exam Topic 4)
What is used as a tool to help define and measure performance?
A. A continual improvement register
B. An incident record
C. A change schedule
D. A service level agreement
C
NEW QUESTION 74
- (Exam Topic 4)
What can a change schedule be used for?
A. Speeding up the planning and authorization of emergency changes
B. Providing information about deployed changes to help manage incidents and problems.
C. Tracking and managing improvement ideas from identification through to final action
Identity
D. Providing
the missing
a way toword
initiate
in the
normal
following
changes
sentence
B purpose of the service configuration management practice is to ensure that accurate and reliable inform
The
Explanation:
support them, is available when and where it is needed
Theorganizations
A. change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign reso
deployed
B. outcomes to provide information needed for incident management, problem management, and improvement
https://www.bmc.com/blogs/itil-change-enablement/#:~:text=The%20change%20schedule%20is%20used,pr
C. relationships
NEW
D. services
QUESTION 75
- (Exam Topic 4)
D
Passing Certification Exams Made Easy
Explanation:
visit -purpose
The https://www.surepassexam.com
of the service configuration management practice is to ensure that accurate and reliable inform
that support them, is available when and where it is needed. This includes information on how CIs are config
https://wiki.process-symphony.com.au/framework/lifecycle/process/service-configuration-management-itil-4/
NEW QUESTION 79
- (Exam Topic 4)
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIK
A. Incident management
B. Service Request management
C. Change enablement
D. Service request management
A
Explanation:
Incident management is typically closely aligned with the service desk, which is the single point of contact fo
disrupted or fails to deliver the promised performance during normal service hours, it is essential to restore th
https://www.bmc.com/blogs/itil-v3-incident-management/
NEW QUESTION 82
- (Exam Topic 4)
What is defined as "the role that uses services?
A. Service consumer
B. Customer
C. User
D. Sponsor
C
Explanation:
User: A person who uses services; e.g. the company employees. https://www.bmc.com/blogs/itil-key-concep
NEW QUESTION 85
- (Exam Topic 4)
Which is the FIRST thing to consider when focusing on value?
A. Identifying the service customer who will receive value
B. Defining customer experience and user experience
C. Understanding what is valuable to the service consumer
D. Ensuring value is co-created by improvement initiatives.
A
Explanation:
When focusing on value, the first step is to know who are the customers and key stakeholders being served.
consitutes value from the consumer™s perspective.
https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=When%20focusing%20on%20value%2C%20the,v
NEW QUESTION 89
- (Exam Topic 4)
What is the MOST LIKELY reason mat incident management would need a temporary team to work together
A. To escalate an incident to a supplier or partner
B. So users can resolve their own incidents with self-help
NEW
C. To QUESTION
resolve a complex
93 or major incident
-D.(Exam
So customers
Topic 3) and users are provided with timely updates
C
What is the purpose of the ‚monitoring and event management™ practice?
Explanation:
A. To restore normal service operation as quickly as possible
TheToincident
B. manage management
workaroundspractice
and known
aimserrors
to minimize the negative impact of incidents by restoring normal ser
major
C. To capture
incident demand
is an incident
for incident
that has
resolution
a significant
and service
impact or
requests
urgency for the business and requires a high lev
require
D. To systematically
a temporary team
observe
to work
services
together,
and service
such ascomponents
a major incident team or a swarming
team3. References: ITIL Foundation - ITIL 4 Edition, page 14; ITIL® 4 Œ A Pocket Guide, page 32; ITIL Prac
D
Passing
NEW QUESTION
Certification
98 Exams Made Easy
-visit
(Exam
- https://www.surepassexam.com
Topic 3)
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
risks.
A. utility
B. warranty
C. outcomes
D. outputs
C
NEW QUESTION 102
- (Exam Topic 3)
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
A. Service providers are able to respond more quickly to customer needs
B. Bottlenecks in the service provider's workflow are identified.
C. The complexities of the service provider's IT systems are identified.
D. The service provider gains a better understanding of the customer experience.
A
NEW QUESTION 103
- (Exam Topic 3)
In which case would a problem be logged?
A. When the cause is identified but not resolved
B. After analysis of error information from a supplier
C. When a user reports an unplanned service interruption
D. Alter a workaround is identified and documented
A
NEW QUESTION 105
- (Exam Topic 3)
Which guiding principle helps an organization to understand the impact of an altered element on other eleme
A. Focus on value
B. Start where you are
C. Think and work holistically
D. Keep it simple and practical
C
NEW QUESTION 109
- (Exam Topic 3)
Which practices is MOST associate with the use of empathy to understand users?
A. Service desk
B. Continual improvement
C. Service level management
D. Change enablement
A
NEW QUESTION 114
-D(Exam Topic 3)
Which BEST describes the purpose of the 'improve' value chain activity?
Explanation:
■The
A. To organize
purpose of a major
the improve
improvement
value chain
initiative
activity
intoisseveral
to ensure
smaller
continual
initiatives
improvement of products, services, a
B. Todimensions
four make new of andservice
improved
management.■
services and features available for use
C. To ensure a shared understanding of the vision and improvement direction for all products and services
https://www.symphonysummit.com/products/defining-industry-terms-itsm-itil-itil4/#:~:text=Improve%20%E2%
D. To QUESTION
NEW continually improve
118 all products and services across all value chain activities
-Passing
(Exam Topic
Certification
3) Exams Made Easy
visit - https://www.surepassexam.com
Which activity is part of the ‚continual improvement practice?
A. handing compliments and complaints from user to identify improvements.
B. Improving relationships with and between stakeholders.
C. Prioritizing and creating business cases for improvement initiatives.
D. Identifying the cause unplanned interruptions to service.
C
NEW QUESTION 121
- (Exam Topic 3)
Which statement about service relationship management is CORRECT?
A. It focuses on the service actions performed by users
B. It requires the service consumer to create resources for the service provider
C. It requires co-operation of both the service provider and service consumer
D. It focuses on the fulfilment of the agreed service actions
C
NEW QUESTION 122
- (Exam Topic 3)
Which statement about the ‚incident management™ practice is CORRECT?
A. It identifies the cause of major incidents.
B. It authorizes changes to resolve incidents.
C. It maintains detailed procedures for diagnosing incidents.
D. It resolves the highest impact incidents first.
D
Explanation:
Reference: https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION 125
- (Exam Topic 3)
How can a service consumer contnbute to the reduction of nsk?
A. By providing the service in accordance with requirements
B. By ensuring that the service provider's resources are correctly configured
C. By fully understanding then own requirements for the service
D. By managing the detailed level of risk on behalf of the service provider
C
NEW QUESTION 128
- (Exam Topic 3)
Where are the details of the required performance outcomes of a service denned?
A. Service level agreements
B. Service requests
C. Service components
D. Service offerings
A
NEW QUESTION 133
- (Exam Topic 3)
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
A. A normal change
NEW
B. An QUESTION
emergency change
137
-C.(Exam
A standard
Topic change
3)
D. A change
Which statement
modelabout the 'continual improvement model' is CORRECT?
C Organizations should work through the steps of the model in the sequence in which they are presented
A.
Passing
B. The low Certification
of the model
Exams
helpsMade
organizations
Easy to link improvements to its goals
visitThe
C. - https://www.surepassexam.com
model is applicable to only certain parts of the service value system
D. Organizations should use an additional model or method to link improvements to customer value
A
NEW QUESTION 139
- (Exam Topic 3)
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
A. Service request management
B. Change enablement
C. Problem management
D. Service level management
D
NEW QUESTION 144
- (Exam Topic 3)
Which is a use of a change schedule?
A. Speeding up the planning and authorization of emergency changes
B. Providing information about deployed changes to help manage incidents and problems
C. Providing a means of initiating and assessing normal changes
D. Tracking and managing improvement ideas from identification through to final action
B
NEW QUESTION 148
- (Exam Topic 3)
What is the definition of warranty?
A. A means of identifying events that could cause harm or loss
B. A means of determining whether a service is fit for purpose
C. A means of identifying a result for a stakeholder
D. A means of determining whether a service is fit for use
D
NEW QUESTION 149
- (Exam Topic 3)
Identify the missing word in the following sentence.
The purpose of the ‚supplier management™ practice is to ensure that the organization™s suppliers and thei
seamless provision of quality products and services.
A. measured
B. rewarded
C. managed
D. defined
C
Explanation:
Reference: https://www.bmc.com/blogs/itil-management-practices/
NEW QUESTION 150
- (Exam Topic 3)
Which is part of the definition of a customer?
A. The role that defines the requirements for a service
B. A means of enabling value co-creation
C. The role that authorizes budget for service consumption
D. A set of specialized organizational capabilities for enabling value
B. Review how an improvement initiative can be organized into smaller, manageable sections that can be co
A
NEW
C. Review
QUESTION
service 153
management practices and remove any unnecessary complexity
- (Exam
D. Use theTopic
four3)dimensions of service management to ensure coordination of all aspects of an improvement
Which is a recommendation of the guiding principle 'think and work holistically'?
D
A. Conduct
NEW QUESTION
a review
158of existing service management practices and decide what to keep and what to discard
-Passing
(Exam Topic
Certification
3) Exams Made Easy
visit - https://www.surepassexam.com
Which activity contributes to the ‚where are we now?™ step of the ‚continual improvement™ model?
A. Executing improvement actions
B. Performing baseline assessments
C. Defining the improvement plan
D. Understanding the business mission
B
NEW QUESTION 160
- (Exam Topic 3)
Which statement about problems is CORRECT?
A. Problems are not related to incidents.
B. Problems must be resolved quickly in order to restore normal business activity.
C. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
D. Problem prioritization involves risk assessment.
D
Explanation:
Reference: https://www.bmc.com/blogs/itil-problem-management/
NEW QUESTION 165
- (Exam Topic 3)
Which two statements about the guiding principles are CORRECT?
* 1.The guiding principles support continual improvement
* 2. Each guiding principle applies to a selection of the available stakeholder groups
* 3.Organizations should decide which one of the guiding principles is relevant to them
* 4.Organizations should consider how the guiding principles interact with each other
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
D
NEW QUESTION 166
- (Exam Topic 3)
What can be described as an operating model for the creation and management of products and services?
A. Governance
B. Service value chain
C. Guiding principles
D. Practices
B
NEW QUESTION 168
- (Exam Topic 3)
Which statement about output is correct?
A. They consist of several outcomes.
B. They capture customer demand for services
C. They contribute to the achievement of outcomes
D. They describes how the service performs.
C
NEW QUESTION 172
-D.(Exam
knownTopic
errors
3)
Identity the missing word(s) in the following sentence.
D
The purpose
NEW QUESTIONof the176
problem management practice is to reduce the likelihood and impact o' incidents by ident
-managing
(Exam Topicworkarounds
3) and [?].
A. events
Which of the following is NOT recommended by the guiding principle 'start where you are?
B. Asking
A. chargesquestions that appear to be stupid
C. Identifying
B. IT assets what is available to be leveraged
Passing
C. Building
Certification
somethingExams
completely
Madenew
Easy
visitCollecting
D. - https://www.surepassexam.com
data directly from the source
C
NEW QUESTION 180
- (Exam Topic 3)
Which practice is responsible for moving new or changed components to live or other environments?
A. Release management
B. Deployment management
C. Change enablement
D. Supplier management
B
Explanation:
Reference: https://www.sysaid.com/blog/entry/itil-4-practices-whats-new-and-changed
NEW QUESTION 184
- (Exam Topic 3)
Which statement about a service value stream is CORRECT?
A. it uses inputs and outputs prescribed by ITIL
B. It is a service value chain activity
C. It integrates practices for a specific scenario
D. It provides an operating model for service providers
C
NEW QUESTION 185
- (Exam Topic 3)
Which statement about the 'optimize and automate' guiding principle is CORRECT?
A. Activities should be automated before they are optimized
B. Automation is best applied to non-standard tasks
C. Technology eliminates the need for human intervention
D. Automation frees human resources for more complex activities
D
NEW QUESTION 188
- (Exam Topic 3)
Which service request management decisions require that policies are established'?
A. Deciding how degradations of service are resolved
B. Deciding how to handle service requests where the steps are unknown
C. Deciding which service requests require approval
D. Deciding when workarounds should be used
C
NEW QUESTION 192
- (Exam Topic 3)
What should be considered as part of the 'partners and suppliers' dimension?
A. The level of integration and formality involved in the relationships between organizations
B. The activities, workflows, controls and procedures needed to achieve the agreed objectives
C. The information created, managed and used in the course of service provision and consumption
D. The required skills and competencies of teams and individual members of the organization
Which practice's purpose includes creating closer more collaborative relationships?
A
NEW
A. Supplier
QUESTION
management
196
- (Exam
B. Information
Topic 3)
security management
Passing
C. ReleaseCertification
managementExams Made Easy
visitService
D. - https://www.surepassexam.com
configuration management
A
NEW QUESTION 201
- (Exam Topic 3)
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
A. Communicate in a way the audience can hear
B. Sometimes nothing from the current state can be re used
C. If a practice is easier to follow it is more likely to be adopted
D. Fast does not mean incomplete
C
NEW QUESTION 205
- (Exam Topic 3)
What can help to reduce resistance to a planned improvement when applying the guiding principle ‚collabora
A. Restricting information about the improvement to essential stakeholders only.
B. Increasing collaboration and visibility for the improvement.
C. Involving customers after all planning has been completed.
D. Engaging every stakeholder group in the same way, with the same communication.
C
Explanation:
Reference: https://www.sysaid.com/blog/entry/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you- m
NEW QUESTION 206
- (Exam Topic 3)
Which practice has a strong influence on the user experience and perception of the service provider?
A. Service desk
B. Change enablement
C. Service level management
D. Supplier management
C
NEW QUESTION 211
- (Exam Topic 3)
What is the MOST important reason for prioritizing incidents?
A. To ensure that user expectations are realistic
B. To ensure that incidents with highest impact are resolved first
C. To help information-sharing are learning
D. To provide links to related changes and known errors
B
NEW QUESTION 214
- (Exam Topic 3)
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable inform
available when and where it is needed.
A. relationships with suppliers
B. configuration of services
C. skills of people
D. authorization of changes
B
Explanation:
A. Each value
Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/service-configuration-
stream must include all six value chain activities manag
NEW
B. Each QUESTION
value stream
219must be designed for a specific scenario
- (Exam
C. Each Topic
value 3)
stream must include all 34 ITIL practices
Which
D. Each statement
value stream
aboutmust
value
include
streams
suppliers
is CORRECT?
or partners
Passing Certification Exams Made Easy
B
visit - https://www.surepassexam.com
NEW QUESTION 220
- (Exam Topic 3)
Which is an activity of the 'problem management' practice?
A. Restoration of normal service operation as quickly as possible
B. Prioritization of problems based on the risk that they pose
C. Authorization of changes to resolve the cause of problems.
D. Resolution of incidents in a time that meet customer expectations
B
NEW QUESTION 225
- (Exam Topic 3)
In which situation will incident management USUALLY use a separate process?
A. Where no target resolution time exists
B. For low impact incidents
C. Where the cause must be diagnosed
D. For information security incidents
D
NEW QUESTION 228
- (Exam Topic 3)
Which is an example o' a service request?
A. A request for normal operation to be restored
B. A request to implement a security patch
C. A request tor access to a file
D. A request to investigate the cause of an incident
C
NEW QUESTION 230
- (Exam Topic 3)
Which statement about outcome is CORRECT?
A. Outcomes rely on outputs to deliver results for a stakeholder
B. Outcomes use activities to produce tangible or intangible deliverables
C. Outcomes give service consumers assurance of products or services
D. Outcomes help a service consumer to assess the cost of a specific activity
A
NEW QUESTION 233
- (Exam Topic 3)
Which statement about change authorities is CORRECT?
A. Change authorities are only required for authorizing emergency changes
B. Change authorities are assigned when each change is deployed
C. Change authorities are only required for authorizing normal changes
D. Change authorities are assigned for each type of change and change model
D
NEW QUESTION 234
- (Exam Topic 3)
Which practice nurtures links with stakeholders at strategic and tactical levels'?
A. Supplier management
B. Relationship management
C. Continual improvement
Which
D. Service
statement
level management
about service offerings is CORRECT?
B The same product can be used as a basis for more than one service offering
A.
NEW
B. Service
QUESTION
offerings237
include the transfer of goods from the consumer to the prowler
- (Exam
C. ServiceTopic
offerings
3) describe how providers and consumers cooperate to co-create value
Passing
D. Each service
Certification
should
Exams
be described
Made Easyto consumers as a single service offering
visit - https://www.surepassexam.com
A
NEW QUESTION 239
- (Exam Topic 3)
Which ITIL concept helps an organization to make good decisions?
A. Four dimensions of service management
B. Guiding principles
C. Service value chain
D. Practices
B
NEW QUESTION 244
- (Exam Topic 3)
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to co
A. Incident management
B. Service level management
C. Service request management
D. Change enablement
C
NEW QUESTION 246
- (Exam Topic 3)
What impact does automation have on a service desk?
A. Less low level work and a greater ability to focus on user experience
B. Increased phone contact and a reduced ability to focus on user experience
C. Ability to work from multiple locations, geographically dispersed
D. Ability to work from a single centralised location
A
NEW QUESTION 250
- (Exam Topic 3)
Which two practices interact the MOST with the service desk practice?
A. Incident management and service request management
B. Service request management and deployment management
C. Deployment management and change enablement
D. Change enablement and incident management
A
NEW QUESTION 255
- (Exam Topic 3)
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
B
Explanation:
This includes the information and technology needed to deliver services (servers, storage, networks, databas
needed to manage those services (ITSM tools, knowledge bases, configuration information, etc.).
https://www.sysaid.com/blog/entry/everything-you-officially-need-to-know-about-itil-4
NEW QUESTION 259
-A(Exam Topic 3)
What QUESTION
NEW aspect of 'service
262 level management' asks service consumers what their work involves and how techno
-A.(Exam
CustomerTopicengagement
3)
B. Operational
What is a problem
metrics
that has been analysed but has not been resolved?
C. Workaround
A. Business metrics
D. Incident
B. Customer feedback
Passing
C. KnownCertification
error Exams Made Easy
visitEvent
D. - https://www.surepassexam.com
C
NEW QUESTION 267
- (Exam Topic 3)
Which value chain activity ensures a shared understanding of the current status and required direction for all
A. Plan
B. Improve
C. Design and transition
D. Deliver and support
A
NEW QUESTION 271
- (Exam Topic 3)
Which step of the continual improvement model includes baseline assessments?
A. Did we get there?
B. Where are we now?
C. What is the vision?
D. Where do we want to be?
D
NEW QUESTION 276
- (Exam Topic 3)
Which statement about the ‚service request management™ practice is CORRECT?
A. Service requests are fulfilled using simple workflows
B. A new workflow is created for each type of request
C. Additional approval is sometimes needed for restoration of service
D. Financial authorization is sometimes required for service requests
A
NEW QUESTION 279
- (Exam Topic 3)
Which activity is part of the 'continual improvement' practice?
A. Identifying the cause of incidents and recommending related improvements
B. Authorizing changes to implement improvements
C. Logging and managing incidents that result in improvement opportunities
D. Making business cases for improvement action
A
NEW QUESTION 280
- (Exam Topic 3)
When using the ITIL continual improvement model, which information should be produced by an organization
now?
A. Business objectives
B. Improvement plans
C. Assessment results
D. KPI reports
D
NEW QUESTION 285
-A.(Exam
Service Topic
level3)manager
What
B. Service
role would
desk agent
be MOST suitable for someone with tots of experience working in IT and business roles? Th
withChange
C. variousauthority
stakeholders, including suppliers and
business
D. Problem managers.
analyst
Passing Certification Exams Made Easy
A
visit - https://www.surepassexam.com
NEW QUESTION 288
- (Exam Topic 3)
Which practice is most likely to benefit from the use of chatbots?
A. Service level management
B. Change enablement
C. Continual improvement
D. Service desk
D
NEW QUESTION 292
- (Exam Topic 3)
Identify the missing words in the following sentence.
The ‚incident management™ practice should maintain [?] for logging and managing incidents.
A. a dedicated team
B. a formal process
C. detailed procedures
D. a value chain activity
C
NEW QUESTION 294
- (Exam Topic 3)
Which statement about the service value chain is CORRECT?
A. The service value chain converts value into demand
B. Each value chain activity uses different combinations of practices to convert inputs into outputs
C. Each value chain activity identifies a requirement for resources from an external supplier
D. The service value chain uses value streams to describe a combination of consumers and providers
B
NEW QUESTION 299
- (Exam Topic 3)
Which practice facilitates operational communication between the service provider organization and users in
A. Service level management
B. Relationship management
C. Service desk
D. Monitoring and event management
C
NEW QUESTION 302
- (Exam Topic 3)
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circu
A. Continual improvement
B. Service value chain
C. Practices
D. Guiding principles
A
NEW QUESTION 306
- (Exam Topic 3)
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
A. Service request management
B. Service configuration management
- (Exam
C. Deployment
Topic 3)management
D. Change
Which dimension
enablement
is MOST concerned with skills, competencies, roles and responsibilities?
A Organizations and people
A.
NEW
B. Information
QUESTION and307technology
Passing
C. Partners
Certification
and suppliers
Exams Made Easy
visitValue
D. - https://www.surepassexam.com
streams and processes
D
Explanation:
Value streams and processes focus mainly on those areas which ensure integration and coordination of vari
value creation for the organization. This dimension is more concerned about the way the organization has or
and ensures the value creation across all stakeholders.
https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management
NEW QUESTION 312
- (Exam Topic 3)
Which describes the 'plan' value chain activity?
A. It ensures a shared understanding of the current status and vision for all products and services across the
B. It ensures that services are delivered and supported according to agreed specifications and stakeholders
C. It ensures that service components are available when and where they are needed, and meet agreed spe
D. It ensures continual improvement of products, services, and practices across all value chain activities
A
NEW QUESTION 313
- (Exam Topic 3)
Which action is performed by a service provider?
A. Requesting required service actions
B. Authorizing budget for service consumption
C. Ensuring access to agreed resources
D. Receiving of the agreed goods
C
Explanation:
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/it-service-management-concepts
NEW QUESTION 314
- (Exam Topic 3)
Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.
A. Requirements
B. Resources
C. Suppliers
D. products
A
NEW QUESTION 319
- (Exam Topic 3)
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communic
A. Incident management
B. Service level management
C. Problem management
D. Service request management
D
NEW QUESTION 321
- (Exam Topic 3)
Which Guiding principle says that it is not usually necessary to build something new?
A. Focus on value
- (Exam
B. start where
Topic you
3) are
C. Progress
Which is provided
iteratively
by the
with‚engage™
feedbackvalue chain activity?
D. Ensuring
A. Think andthat work
stakeholder
holisticallyexpectations for quality are met
B Ensuring that stakeholder needs are understood by the organization
B.
NEW
C. Ensuring
QUESTIONthat service
325 components are available when needed
Passing
D. Ensuring
Certification
that services
Exams areMade
operated
Easyto meet agreed specifications
visit - https://www.surepassexam.com
B
NEW QUESTION 329
- (Exam Topic 3)
How should an organization prioritize incidents?
A. Ask the user for their preferred resolution timeframe.
B. Assess the availability of the appropriate support team.
C. Use an agreed classification which is based on the business impact of the incident.
D. Create an order of incidents based on the dates and times when they were logged.
C
NEW QUESTION 332
- (Exam Topic 3)
Which should be handled by ‚service request management™?
A. A request to implement a security patch
B. A request to provide a laptop
C. A request to resolve an error in a service
D. A request to change a target in a service level agreement
B
Explanation:
Reference: https://www.atlassian.com/itsm/service-request-management
NEW QUESTION 334
- (Exam Topic 3)
Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on service
A. problem
B. risk
C. change
D. configuration item
C
NEW QUESTION 335
- (Exam Topic 3)
Which statement about service requests is CORRECT?
A. Complex service requests should be dealt with as normal changes
B. Service requests that require simple workflows should be dealt with as incidents
C. Service requests require workflows that should use manual procedures and avoid automation
D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
D
NEW QUESTION 336
- (Exam Topic 3)
Which practice minimizes the impact on normal service operation by managing resources in response to unp
A. Incident management
B. Change enablement
C. Service level management
D. Continual improvement
A
NEW QUESTION 337
-A.(Exam
1 and2 Topic 3)
Which
B. 2 and TWO3 of the following are considerations of change enablement?
* 1.3Managing
C. and 4 the people aspects of change
* 2.1Ensuring
D. and 4 that organizational transformations are successful
* 3. Maximizing the number of successful service changes
A
* 4. Ensuring
NEW QUESTION that changes
340 are properly assessed
-Passing
(Exam Topic
Certification
3) Exams Made Easy
visit - https://www.surepassexam.com
Which practice ensures that any addition, modification, or removal of anything that could have an effect on s
A. Deployment management
B. Release management
C. Change enablement
D. Service configuration management
C
NEW QUESTION 343
- (Exam Topic 2)
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
A
NEW QUESTION 346
- (Exam Topic 2)
Which guiding principle recommends organizing work into smaller, manageable sections that can be execute
A. Focus on value
B. Start where you are
C. Collaborate and promote visibility
D. Progress iteratively with feedback
D
NEW QUESTION 348
- (Exam Topic 3)
Which statement about managing incidents is CORRECT?
A. Low impact incidents should be resolved efficiently, making logging unnecessary
B. The 'incident management' practice should use a single process regardless of the impact of the incident
C. Low impact incidents should be resolved efficiently so the resource required is reduced
D. Incidents with the lowest impact should be resolved first
C
NEW QUESTION 350
- (Exam Topic 3)
Which ‚service level management™ activity helps staff to deliver a more business-focused service?
A. Creating targets based on the percentage of uptime of a service
B. Understanding the ongoing requirements of customers
C. Using complex technical terminology in service level agreements (SLAs)
D. Measuring low-level operational activities
B
NEW QUESTION 351
- (Exam Topic 2)
Which statement about the ‚change enablement™ practice is CORRECT?
A. Service requests are usually normal changes that can be implemented quickly without authorization
B. Emergency changes are changes that must be fully tested and fully documented prior to implementation
C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard
A customer
D. Emergency is achanges
person who
are changes
defines the
thatrequirements
must be implemented
for a service
as soon
and takes
as possible
responsibility
and thereforeauthorizati
for the [?] of serv
D outputs
A.
NEW
B. outcomes
QUESTION 355
- (Exam
C. costs Topic 2)
Passing
D. risks Certification Exams Made Easy
visit - https://www.surepassexam.com
B
NEW QUESTION 360
- (Exam Topic 2)
What is a change schedule PRIMARILY used for?
A. To help plan, authorize and schedule emergency changes
B. To publish a list of service requests that users can select
C. To ensure that a single change authority reviews every change
D. To help plan changes, assist in communication and avoid conflicts
D
NEW QUESTION 361
- (Exam Topic 2)
Which ITIL concept describes governance?
A. The service value system
B. The service value chain
C. The seven guiding principles
D. The four dimensions of service management
A
NEW QUESTION 363
- (Exam Topic 2)
What includes governance as a component?
A. Practices
B. The service value chain
C. The service value system
D. The guiding principles
C
NEW QUESTION 367
- (Exam Topic 2)
Which statement about change authorization is CORRECT?
A. A change authority should be assigned to each type of change and change model
B. Centralizing change authorization to a single person is the most effective means of authorization
C. The authorization of normal changes should be expedited to ensure they can be implemented quickly
D. Standard changes are high risk and should be authorized by the highest level of change authority
A
NEW QUESTION 369
- (Exam Topic 2)
What does ‚change enablement™ PRIMARILY focus on?
A. Changes to service levels
B. Changes to products and services
C. Changes to organizational structure
D. Changes to skills and competencies
B
NEW QUESTION 371
- (Exam Topic 2)
What is the purpose of the ‚problem management™ practice?
A. To protect the information needed by the organization to conduct its business
B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, an
- (Exam
C. To align
Topic
the2)organization™s practices and services with changing business needs through the ongoing id
D. To minimize
Which is a key activity
the negative
carriedimpact
out in of
theincidents
‚did we get
by restoring
there?™ normal
step of service
the ‚continual
operation
improvement™
as quickly asmodel?
possible
B Define measurable targets
A.
NEW
B. Perform
QUESTION
baseline375
assessments
Passing
C. ExecuteCertification
improvement
Exams
actions
Made Easy
visitEvaluate
D. - https://www.surepassexam.com
measurements and metrics
D
NEW QUESTION 376
- (Exam Topic 2)
Which describes the utility of a service?
A. A service that is fit for use
B. A service that meets its service level targets
C. A service that increases constraints on the consumer
D. A service that supports the performance of the consumer
D
NEW QUESTION 377
- (Exam Topic 2)
Which approach is CORRECT when applying the guiding principle ‚keep it simple and practical™?
A. Only add controls and metrics when they are needed
B. Design controls and metrics first, then remove those not adding value
C. Design controls and metrics and add them individually until all are implemented
D. Only add controls and metrics that are required for compliance
B
NEW QUESTION 381
- (Exam Topic 2)
Which practice needs people who understand complex systems and have creative and analytical skills?
A. Change enablement
B. Service level management
C. Service request management
D. Problem management
D
NEW QUESTION 383
- (Exam Topic 2)
Which practice may involve the initiation of disaster recovery?
A. Incident management
B. Service request management
C. Service level management
D. IT asset management
A
NEW QUESTION 386
- (Exam Topic 2)
Which is a supplier category?
A. Technical
B. Commodity
C. Customer
D. Resource
D
NEW QUESTION 389
- (Exam Topic 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
NEW
B. Require
QUESTION
evidence393that the supplier uses agile development methods
-C.(Exam
Require Topic
evidence
2) that the supplier implements all improvements using project management practices
D. Ensure
Which practice
that all
recommends
supplier problem
using tools
management
for collaboration
activitiesand
result
theinautomated
improvements
matching of symptoms?
A Problem management
A.
Passing
B. Service Certification
level management
Exams Made Easy
visitIncident
C. - https://www.surepassexam.com
management
D. Service request management
C
NEW QUESTION 395
- (Exam Topic 2)
Which statement about change management is CORRECT?
A. It optimizes overall business risk
B. It optimizes financial exposure
C. It ensures that all changes are authorized by the change advisory board (CAB)
D. It ensures that service requests follow the normal change management process
C
NEW QUESTION 400
- (Exam Topic 2)
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
A. Service level management
B. Service desk
C. Continual improvement
D. Change enablement
A
Explanation:
The service level management practice defines, documents and manages the service levels of all the service
provide the end to end visibility of all the organizational services. Service level management has to establish
ensure meeting defined service levels by collecting, analyzing, storing and reporting all the defined target me
service reviews and ensure the services meet the organization™s needs continuously identify, capture, revie
performance against the defined service targets.
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes
NEW QUESTION 403
- (Exam Topic 2)
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
A. Incidents
B. Problems
C. Events
D. Requests
C
NEW QUESTION 408
- (Exam Topic 2)
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
C
NEW QUESTION 413
- (Exam Topic 2)
Which TWO are important aspects of the ‚service request management™ practice?
* 1. Standardization and automation
*Explanation:
2. Providing a variety of channels for access
* 3. Establishing
Reference: https://www.bmc.com/blogs/itil-service-request-management/
a shared view of targets
* 4. Policies
NEW QUESTIONfor approvals
418
-A.(Exam
1 and Topic
2 2)
B. 2 and
Which is 3
a purpose of the 'service level management' practice?
C. To
A. 3 and
establish
4 and nurture the links between the organization and its stakeholders
D. To
B. 1 and
ensure
4 that the organization™s suppliers and their performance are managed appropriately
D To set clear business-based targets for service levels
C.
Passing
D. To support
Certification
the agreed
Exams
quality
Madeof Easy
a service handling all agreed, user-initiated service requests
visit - https://www.surepassexam.com
C
NEW QUESTION 421
- (Exam Topic 2)
Which practice provides support for managing feedback, compliments and complaints from users?
A. Change control
B. Service request management
C. Problem management
D. Incident management
B
NEW QUESTION 423
- (Exam Topic 2)
Which dimension includes the knowledge needed for the management of services?
A. Organizations and people
B. Value streams and processes
C. Information and technology
D. Partners and suppliers
A
NEW QUESTION 425
- (Exam Topic 2)
Which is included in the purpose of the ‚deliver and support™ value chain activity?
A. Meeting stakeholder expectations for time to market
B. Understanding the organization™s service vision
C. Understanding stakeholder needs
D. Providing services to agreed specifications
A
NEW QUESTION 427
- (Exam Topic 2)
Which is an example of a business related measurement?
A. The number of passengers checked in
B. The average time to response to change requests
C. The average resolution time for incidents
D. The number of problems resolved
A
NEW QUESTION 428
- (Exam Topic 2)
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks
A. Focus on value
B. Collaborate and promote visibility
C. Think and work holistically
D. Keep it simple and practical
B
NEW QUESTION 431
-C.(Exam
UsingTopic
single-system-based
2) metrics that relate to outputs
Which
D. Usingis aankey
agreement
requirement
between
for a successful
the service service
providerlevel
and agreement
service supplier
(SLA)?
A. Using individual metrics that relate to the service catalogue
B
B. Using
NEW QUESTION
bundled metrics
433 to relate performance to outcomes
-Passing
(Exam Topic
Certification
2) Exams Made Easy
visit - https://www.surepassexam.com
Which term is used to describe the prediction and control of income and expenditure within an organization?
A. Charging
B. Governance
C. Budgeting
D. Accounting
C
NEW QUESTION 434
- (Exam Topic 2)
Which practice is the responsibility of everyone in the organization?
A. Change control
B. Problem management
C. Service level management
D. Continual improvement
D
NEW QUESTION 437
- (Exam Topic 2)
What is the purpose of service level management?
A. To obtain/build activity that ensures the service components are available when and where they are need
B. To ensure that all current and planned IT services are delivered to agreed achievable targets.
C. To establish and nurture the links between the organization and its stakeholders at strategic and tactical le
D. To track and manage improvement ideas from identification to final action, organizations use a database o
register (CIR).
B
NEW QUESTION 439
- (Exam Topic 2)
Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.
A. Service consumer
B. Service provider
C. Customer
D. Supplier
B
NEW QUESTION 442
- (Exam Topic 2)
Which statement about the ‚change enablement™ practice is CORRECT?
A. Standard changes are those that need to be scheduled, assessed and authorized following a standard pro
B. Normal changes are triggered by the creation of a change request which can be created manually or auto
C. Assessment and authorization of normal changes should be expedited to ensure they can be implemente
D. There should be a separate change authority for standard changes which includes senior managers who
B
NEW QUESTION 447
- (Exam Topic 2)
Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a
A. Service desk
B. Monitoring and event management
C. Service level management
What
D. Continual
is a change
improvement
schedule used for?
C To help plan emergency changes
A.
NEW
B. To QUESTION
help authorize450standard changes
- (Exam
C. To helpTopic
assign
2) a change authority
Passing
D. To helpCertification
manage normal
Examschanges
Made Easy
visit - https://www.surepassexam.com
D
NEW QUESTION 452
- (Exam Topic 2)
What is the definition of a known error?
A. An unplanned interruption to a service, or reduction in the quality of a service
B. A cause, or potential cause, of one or more incidents
C. A problem that has been analyzed and has not been resolved
D. Any change of state that has significance for the management of a service or other configuration item (CI)
C
NEW QUESTION 453
- (Exam Topic 2)
Which is the BEST example of an emergency change?
A. The implementation of a planned new release of a software application
B. A low-risk computer upgrade implemented as a service request
C. The implementation of a security patch to a critical software application
D. A scheduled major hardware and software implementation
C
NEW QUESTION 456
- (Exam Topic 2)
Why should incidents be prioritized?
A. To help automated matching of incidents to problems or known errors
B. To identify which support team the incident should be escalated to
C. To ensure that incidents with the highest business impact are resolved first
D. To encourage a high level of collaboration within and between teams
C
NEW QUESTION 459
- (Exam Topic 2)
Which guiding principle recommends assessing the current state and deciding what can be reused?
A. Focus on value
B. Start where you are
C. Collaborate and promote visibility
D. Progress iteratively with feedback
B
NEW QUESTION 460
- (Exam Topic 2)
Which value chain activity communicates the current status of all four dimensions of service management?
A. Improve
B. Engage
C. Obtain/build
D. Plan
D
NEW QUESTION 461
- (Exam Topic 2)
Which statement about the 'service desk1 practice is CORRECT?
A. It provides a link with stakeholders at strategic and tactical levels
B. It carries out change assessment and authorization
- (Exam
C. It investigates
Topic 2) the cause of incidents
D. It needs
Which function
a practical
is responsible
understanding
for the management
of the business
of a
processes
data centre?
D Technical management
A.
NEW
B. Service
QUESTION
desk 465
Passing
C. Application
Certification
management
Exams Made Easy
visitFacilities
D. - https://www.surepassexam.com
management
D
Explanation:
D18912E1457D5D1DDCBD40AB3BF70D5D
NEW QUESTION 468
- (Exam Topic 2)
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instructi
A. A standard change
B. An emergency change
C. An internal change
D. A normal change
A
NEW QUESTION 469
- (Exam Topic 2)
Which role approves the cost of services?
A. User
B. Change authority
C. Sponsor
D. Customer
C
NEW QUESTION 471
- (Exam Topic 2)
Which dimension considers data security and privacy?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
B
NEW QUESTION 474
- (Exam Topic 2)
Which are elements of the service value system?
A. Service provision, service consumption, service relationship management
B. Governance, service value chain, practices
C. Outcomes, utility, warranty
D. Customer value, stakeholder value, organization
B
NEW QUESTION 477
- (Exam Topic 2)
Which does the ITIL service value system discourage?
A. Coordinated authorities and responsibilities
B. Organizational silos
C. Interfaces among practices
D. Organizational agility
B
Explanation:
Architecture of the ITIL SVS specifically enables flexibility and discourages siloed working. This is because th
What is
fixed, rigid
a problem?
structure, but rather they can be combined in multiple value streams to address the needs of the o
communication
A. An addition oracross
modification
the many
thatinterfaces.
could have an effect on services
Reference:
B. Any change https://www.bmc.com/blogs/itil-service-value-system/
of state that has significance for the management of a configuration item
NEW
C. A cause
QUESTION
or potential
480 cause of one or more incidents
- (Exam
D. An unplanned
Topic 2) reduction in the quality of a service
Passing Certification Exams Made Easy
C
visit - https://www.surepassexam.com
NEW QUESTION 484
- (Exam Topic 2)
Which practice has a purpose that includes helping the organization to maximize value, control costs and ma
A. Relationship management
B. IT asset management
C. Release management
D. Service desk
B
NEW QUESTION 489
- (Exam Topic 2)
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stake
A. Supplier management
B. Change enablement
C. Relationship management
D. Service desk
C
NEW QUESTION 491
- (Exam Topic 2)
Which practice identifies metrics that reflect the customer's experience of a service?
A. Continual improvement
B. Service desk
C. Service level management
D. Problem management
C
NEW QUESTION 496
- (Exam Topic 2)
Which directly assists with the diagnosis and resolution of simple incidents?
A. Scripts for collecting user information
B. Use of shift working patterns
C. Fulfillment of service requests
D. Creation of a temporary team
A
NEW QUESTION 501
- (Exam Topic 2)
Which term relates to service levels aligned with the needs of service consumers?
A. Service management
B. Warranty
C. Cost
D. Utility
B
NEW QUESTION 502
- (Exam Topic 2)
Which are the elements of process control?
A. Inputs, outputs and triggers
B. Work instructions, procedures and roles
- (Exam
C. Resources,
Topic 2)
capabilities and metrics
D. Process
Service transition
owner,contains
policy and
detailed
objectives
descriptions of which processes?
D Change management, service asset and configuration management, release and deployment manageme
A.
NEW
B. Change
QUESTION
management,
505 capacity management, event management, service request management
Passing
C. Service Certification
level management,
Exams Madeservice
Easy
portfolio management, service asset and configuration management
visitService
D. - https://www.surepassexam.com
asset and configuration management, release and deployment management, request fulfillment
A
NEW QUESTION 509
- (Exam Topic 2)
An SLA is a service level agreement.
Which describes the ‚watermelon SLA™ effect?
A. A single SLA defines target service levels for multiple customer, so every customer sees reports about oth
B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while th
C. SLA targets change very frequently, so that each report includes new measures and trends cannot be ana
D. Introducing SLAs for a service enables customer to see that the service provider is doing a really good job
B
Explanation:
Reference: https://www.bmc.com/blogs/itil-service-level-management/
NEW QUESTION 513
- (Exam Topic 2)
Which is handled as a service request?
A. An investigation to identify the cause of an incident
B. A compliment about an IT support team
C. The failure of an IT service
D. An emergency change to implement a security patch
C
NEW QUESTION 517
- (Exam Topic 2)
What is the purpose of problem management?
A. Reduces the likelihood and impact of incidents
B. Ensures services are restored as soon as possible
C. Helps direct the incident to the correct support area
D. Determines how the service provider is perceived
A
NEW QUESTION 519
- (Exam Topic 2)
Which is an important principle of communication in service operation?
A. Information should always be communicated
B. It has an intended purpose or a resultant action D18912E1457D5D1DDCBD40AB3BF70D5D
C. Meetings are always the best method of communication
D. It is stored in the configuration management system
B
NEW QUESTION 524
- (Exam Topic 2)
Which gives a user access to a system?
A. Service requirement
B. Service agreement
C. Service consumption
D. Service provision
D
NEW QUESTION 529
-C(Exam Topic 2)
WhichQUESTION
NEW is an external531input to the service value chain?
-A.(Exam
The ‚improve™
Topic 2) value chain activity
B. Anshould
Why overallsome
plan service requests be fulfilled with no additional approvals?
C. To
A. Customer
ensure requirements
that spending is properly accounted for
D. To
B. Feedback
ensure loops
that information security requirements are met
Passing
C. To streamline
Certification
the fulfillment
Exams Madeworkflow
Easy
visitTo- https://www.surepassexam.com
D. set user expectations for fulfillment times
C
NEW QUESTION 536
- (Exam Topic 2)
What is the primary focus of business capacity management?
A. Management, control and prediction of the performance, utilization and capacity of individual elements ofI
B. Review of all capacity supplier agreements and underpinning contracts with supplier management
C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT
D. Future business requirements for IT services are quantified, designed, planned and implemented in atime
D
NEW QUESTION 537
- (Exam Topic 2)
Which is intended to help an organization adopt and adapt ITIL guidance?
A. The four dimensions of service
B. Practices
C. The service value chain
D. The guiding principles
D
NEW QUESTION 542
- (Exam Topic 2)
Which guiding principle recommends collecting data before deciding what can be re-used?
A. Focus on value
B. Keep it simple and practical
C. Start where you are
D. Progress interactively with feedback
C
NEW QUESTION 547
- (Exam Topic 2)
Which service catalogue view is considered beneficial when constructing the relationship between services,
A. Service-based SLA view
B. Wholesale customer view
C. Retail customer view
D. Supporting services view
D
NEW QUESTION 550
- (Exam Topic 2)
What is an incident?
A. The planned removal of an item that might affect a service
B. A result enabled by one or more outputs
C. A possible future event that could cause harm
D. A service interruption resolved by the use of self-help tools
D
NEW QUESTION 553
- (Exam Topic 2)
D. Continual
Which processservice
worksimprovement
with incident management to ensure that security breaches are detected and logged?
A. Change management
C
B. Service
NEW QUESTION
level management
557
-C.(Exam
Access Topic
management
1)
Passingthe
Identify Certification
missing word
Examsin the
Made
following
Easy sentence.
visit
A change
- https://www.surepassexam.com
is defined as the addition, modification, or removal of anything that could have a direct or indirect e
A. assets
B. values
C. elements
D. services
D
NEW QUESTION 562
- (Exam Topic 1)
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
A. 1 and 2
B. 1 and 4
C. 2 and 3
D. 3 and 4
A
NEW QUESTION 564
- (Exam Topic 1)
Which is a key requirement for a successful service level agreement?
A. It should be written in legal language
B. It should be simply written and easy to understand
C. It should be based on the service provider™s view of the service
D. It should relate to simple operational metrics
B
NEW QUESTION 566
- (Exam Topic 1)
Which of the following can be used to access service desks?
A. Phone calls
B. All of the above
C. Text and social media messaging
D. Email
B
NEW QUESTION 569
- (Exam Topic 1)
Which guiding principle recommends coordinating all dimensions of service management?
A. Start where you are
B. Think and work holistically
C. Keep it simple and practical
D. Progress iteratively with feedback
B
NEW QUESTION 572
- (Exam Topic 1)
Which practice has a purpose that includes ensuring that risks have been properly assessed?
A. Service configuration management
- (Exam
B. Problem Topic
management
1)
C. Service
Which describes
level management
a standard change?
D. A
A. Change
high-risk
control
change that needs very thorough assessment
D A change that is typically implemented as a service request
B.
NEW
C. A change
QUESTIONthat must
574 be implemented as soon as possible
Passing
D. A change
Certification
that needs
Exams
to beMade
scheduled,
Easy assessed and authorized following a defined process
visit - https://www.surepassexam.com
B
NEW QUESTION 578
- (Exam Topic 1)
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, w
risks.
A. information
B. utility
C. warranty
D. costs
D
NEW QUESTION 579
- (Exam Topic 1)
What are the MOST important skills required by service desk staff?
A. Incident analysis skills
B. Technical skills
C. Problem resolution skills
D. Supplier management skills
A
NEW QUESTION 584
- (Exam Topic 1)
What should all 'continual improvement' decisions be based on?
A. Accurate and carefully analysed data
B. Details of how services are measured
C. A recent maturity assessment
D. An up-to-date balanced scorecard
A
NEW QUESTION 585
- (Exam Topic 1)
What is a recommendation of the ‚focus on value™ guiding principle?
A. Make ‚focus on value™ a responsibility of the management
B. Focus on the value of new and significant projects first
C. Focus on value for the service provider first
D. Focus on value at every step of the improvement
D
NEW QUESTION 590
- (Exam Topic 1)
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
B
NEW QUESTION 594
- (Exam Topic 1)
NEW QUESTION
Which statement about
595 outcomes is CORRECT?
-A.(Exam
An outcome
Topic 1)can be enabled by more than one output
B. Outcomes
Which activityare
captures
how the
theservice
demand performs
for incident resolution and service requests?
C. Change
A. An output control
can be enabled by one or more outcomes
D. Problem
B. An outcome management
is a tangible or intangible activity
A Service desk
C.
Passing
D. ServiceCertification
catalogue Exams
management
Made Easy
visit - https://www.surepassexam.com
C
NEW QUESTION 596
- (Exam Topic 1)
Which activity is part of the 'continual improvement' practice?
A. Populating and maintaining the asset register
B. Providing a clear path for users to report issues, queries, and requests
C. Delivering tactical and operational engagement with customers
D. Identifying and logging opportunities
D
NEW QUESTION 598
- (Exam Topic 1)
Which practice provides a single point of contact for users?
A. Incident management
B. Change control
C. Service desk
D. Service request management
C
NEW QUESTION 600
- (Exam Topic 1)
What should be done for every problem?
A. It should have a workaround to reduce the impact
B. It should be prioritized based on its potential impact and probability
C. It should be resolved so that it can be closed
D. It should be diagnosed to identify possible solutions
B
NEW QUESTION 602
- (Exam Topic 1)
Which ITIL guiding principle recommends using existing services, processes and tools when improving servi
A. Progress iteratively with feedback
B. Keep is simple and practical
C. Start where you are
D. Focus on value
C
NEW QUESTION 606
- (Exam Topic 1)
What is the purpose of the ‚deployment management™ practice?
A. To ensure services achieve agreed and expected performance
B. To make new or changed services available for use
C. To move new or changed components to live environments
D. To set clear business-based targets for service performance
C
NEW QUESTION 607
- (Exam Topic 1)
What defines the requirements for a service and takes responsibility for the outcomes of service consumptio
A A customer
A.
B. A user
NEW QUESTION 610
-C.(Exam
A configuration
Topic 1) item (CI)
D. An IT
Which skill
asset
is an essential part of the 'service level management' practice?
Passing
A. Problem Certification
analysis Exams Made Easy
visitTechnical
B. - https://www.surepassexam.com
knowledge
C. Listening
D. Diagnosis
C
NEW QUESTION 612
- (Exam Topic 1)
Which describes a set of defined steps for implementing improvements?
A. The ‚improve™ value chain activity
B. The ‚continual improvement register™
C. The ‚continual improvement model™
D. The ‚engage™ value chain activity
C
NEW QUESTION 615
- (Exam Topic 1)
How should an organization adopt continual improvement methods?
A. Use a new method for each improvement the organization handles
B. Select a few key methods for the types of improvement that the organization handles
C. Build the capability to use as many improvement methods as possible
D. Select a single method for all improvements that the organization handles
B
NEW QUESTION 616
- (Exam Topic 1)
Which dimension includes activities and workflows?
A. Value streams and processes
B. Partners and suppliers
C. Information and technology
D. Organizations and people
A
NEW QUESTION 618
- (Exam Topic 1)
When planning ‚continual improvement™, which approach for assessing the current state of a service is COR
A. An organization should always use a single technique to ensure metrics are consistent
B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
C. An organization should always develop competencies in methodologies and techniques that will meet the
D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
C
NEW QUESTION 623
- (Exam Topic 1)
Which statement about the steps to fulfill a service request is CORRECT?
A. They should be complex and detailed
B. They should be well-known and proven
C. They should include incident handling
D. They should be brief and simple
B
NEW QUESTION 624
- (Exam Topic 1)
C
Which stakeholders co-create value in a service relationship?
A. Investor
NEW QUESTIONand consumer
625
-B.(Exam
Investor Topicand1)supplier
C. Consumer
How should automation
and provider
be implemented?
D. By
A. Provider
initiallyand
concentrating
supplier on the most complex tasks
Passing
B. By optimizing
Certification
as much
Examsas Made
possible
Easy
first
visitBy- https://www.surepassexam.com
C. replacing human intervention wherever possible
D. By replacing the existing tools first
C
NEW QUESTION 629
- (Exam Topic 1)
What is warranty?
A. Assurance that a product or service will meet agreed requirements
B. The amount of money spent on a specific activity or resource
C. The functionality offered by a product or service to meet a particular need
D. The perceived benefits, usefulness and importance of something
A
NEW QUESTION 634
- (Exam Topic 1)
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve,
without the customer having to manage specific costs and risks?
A. Service management
B. Continual improvement
C. A service
D. An IT asset
C
NEW QUESTION 639
- (Exam Topic 1)
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
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
C
NEW QUESTION 640
- (Exam Topic 1)
What is an output?
A. A possible event that could cause harm or loss
B. Something created by carrying out an activity
C. A result for a stakeholder
D. A change of state that has significance for the management of a configuration item
B
NEW QUESTION 643
- (Exam Topic 1)
Which TWO statements about an organization™s culture are CORRECT? (Choose two.)
* 1. It is created from shared values based on how it carries out its work
* 2. It is determined by the type of technology used to support services
* 3. It should be based on the culture of prospective suppliers
* 4. It should be based on the objectives of the organization
A. 1 and 2
B. 2 and 3
Which
C. 3 andof 4these should be logged and managed as a problem?
D. Trend
A. 1 and 4 analysis shows a large number of similar incidents
D A user requests delivery of a laptop
B.
NEW
C. A monitoring
QUESTION tool
645detects a change of state for a service
- (Exam
D. 'Continual
Topicimprovement'
1) needs to prioritize an improvement opportunity
Passing Certification Exams Made Easy
A
visit - https://www.surepassexam.com
NEW QUESTION 650
- (Exam Topic 1)
Which is part of service provision?
A. The management of resources configured to deliver the service
B. The management of resources needed to consume the service
C. The grouping of one or more services based on one or more products
D. The joint activities performed to ensure continual value co-creation
A
NEW QUESTION 651
- (Exam Topic 1)
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
C
NEW QUESTION 654
- (Exam Topic 1)
Which statement about service desks is CORRECT?
A. The service desk should work in close collaboration with support and development teams
B. The service desk should rely on self-service portals instead of escalation to support teams
C. The service desk should remain isolated from technical support teams
D. The service desk should escalate all technical issues to support and development teams
A
NEW QUESTION 657
- (Exam Topic 1)
Which is a service request?
A. Requesting a workaround for an issue
B. Requesting information about how to create a document
C. Requesting an enhancement to an application
D. Requesting investigation of a degraded service
B
NEW QUESTION 661
- (Exam Topic 1)
Which is included in the purpose of the ‚design and transition™ value chain activity?
A. Ensuring that service components are available when needed
B. Providing transparency and good stakeholder relationships
C. Supporting services according to specifications
D. Continually meeting stakeholder expectations for costs
D
NEW QUESTION 666
- (Exam Topic 1)
How does information about problems and known errors contribute to 'incident management'?
A. It enables the reassessment of known erros
B. It enables quick and efficient diagnosis of incidents
- (Exam
C. It removes
Topicthe
1) need for collaboration during incident resolution
D. It removes
When should athe
fullneed
risk assessment
for regular customer
and authorization
updates be carried out for a standard change?
B Each time the standard change is implemented
A.
NEW
B. When QUESTION
the procedure
670 for the standard change is created
Passing
C. At leastCertification
once a year Exams Made Easy
visitWhen
D. - https://www.surepassexam.com
an emergency change is requested
B
NEW QUESTION 674
- (Exam Topic 1)
Which describes outcomes?
A. Tangible or intangible deliverables
B. Results desired by a stakeholder
C. Configuration of an organization's resources
D. Functionality offered by a product or service
B
NEW QUESTION 679
- (Exam Topic 4)
Which is an example of a service request?
A. A request for normal operation to be restored
B. A request to implement a security patch
C. A request for access to a file
D. A request to investigate the cause of an incident
C
Explanation:
https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION 684
- (Exam Topic 4)
Which organization delivers output or outcomes of a service?
A. A service consumer delivers outcomes of the service
B. A service provider delivers outcomes of the service
C. A service consumer delivers outputs of the service
D. A service provider delivers outputs of the service
D
Explanation:
An output is a tangible or intangible deliverable of an activity, while an outcome is a result for a stakeholder e
produces outputs that allow customers to achieve outcomes2. A service consumer utilizes the outputs and b
NEW QUESTION 686
- (Exam Topic 4)
Identify the missing word in the following sentence.
The purpose of the service configuration management practice to to ensure mat accurate and reliable inform
support mem, is available when and where it to needed.
A. organizations
B. outcomes
C. IT assets
D. services
C
Explanation:
The purpose of the service configuration management practice is to ensure that accurate and reliable inform
relationships that support them, is available when and where it is needed1. IT assets are any financially valu
an IT product or service2. Configuration items are any component that needs to be managed in order to deliv
4 Edition, page 15; ITIL® 4 Œ A Pocket Guide, page 36; ITIL® 4 Practice Guide: Service Configuration Mana
D
NEW QUESTION 690
- (Exam Topic 4)
Explanation:
Which
Emergency
statement
changes.
aboutThese
emergency
are changes
changes that
is must
CORRECT?
be implemented as soon as possible; for example, to re
A. Emergency
Emergency changes
changes areare
notlow
typically
risk and
included
well understood
in a change schedule, and the process for assessment and au
B. Authorization
implemented quickly.
of emergency
As far as changes
possible,may
emergency
be deferred
changes
until should
after implementation
be subject to the same testing, assessm
C. Itacceptable
be is necessaryto defer
to complete
some all documentation before an emergency charge is implemented
D. Emergency changes
documentation until afterare
thenot
change
usuallyhasrecorded
been implemented,
in the change and
schedule
sometimes it will be necessary to impleme
Passing
There may
Certification
also be a Exams
separate Made
changeEasyauthority for emergency changes, typically including a small number o
visit - https://www.surepassexam.com
involved.■
https://itsm.tools/why-what-change-management/#:~:text=Emergency%20changes.&text=Emergency%20ch
NEW QUESTION 692
- (Exam Topic 4)
What ensures that service providers and service consumers continue to create value together?
A. Service consumption
B. Service offerings
C. Service level management
D. Service relationship management
D
Explanation:
Service relationship management is the joint activities performed by a service provider and a service consum
establishing, maintaining, and optimizing the service relationship throughout the service lifecycle2. Service re
and service consumers continue to create value together by aligning their objectives, expectations, and capa
page 5; ITIL® 4 Œ A Pocket Guide, page 16; ITIL® 4 Practice Guide: Service Relationship Management, pa
NEW QUESTION 693
- (Exam Topic 4)
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain
A. Analysis Paralysis
B. Direct observation
C. Minimum viable product
D. Feedback loop
D
NEW QUESTION 695
- (Exam Topic 4)
Which is a key element of the 'think and work holistically' guiding principle?
A. Assessing which procedures can be re-used when improving a service
B. Understanding the methods applicable to complex systems
C. Eliminating metrics which do not contribute to achieving an objective
D. Using technology for standard tasks to give people time for complex activities
B
Explanation:
No service, practice, process, department, or supplier stands alone. The outputs that the organization delive
suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.
Taking a holistic approach to service management includes establishing an understanding of how all the par
way (remember the four dimensions of service management?), including having an end-to-end visibility of ho
In a complex system, the alteration of one element can impact others and, where possible, these impacts ne
To apply this principle successfully, consider this advice:
Recognize the complexity of the systems
Collaboration is key to thinking and working holistically
Automation can facilitate working holistically
https://www.bmc.com/blogs/itil-guiding-principles/
NEW QUESTION 699
-C(Exam Topic 4)
Which TWO of the following statements are MOST associated with the optimize and automate' guiding princ
Explanation:
* 1. Itneed
You is important
to use all
toof
assess
your resources
which method
as effectively
of communication
and efficiently
is appropriate
as you can.
'or This
eachmeans
type ofthat
stakeholder.
you should a
* 2. Complex
tasks that can™tsystems
be automated.
should be Itdesigned
also means
withthat
an understanding
you need to thinkof how
carefully
the components'
about what you
partscan
areautomate
related.
* 3. and
do; Organizations
about simplifying
should those
consider
processes
whetheryou
technology
do decide
could
to automate
improve theto eliminate
eficiencywasteful
o' manualor processes.
inefficient step
* 4 Itshould
You is important
alwaystooptimize
understand
the the
workorganization's
BEFORE youobjectives
automatewhen
it, as assessing
automatingthe something
impact ofthat
potential
is inefficient o
improvements.
thing faster!
A. 1 and 2
https://www.sysaid.com/blog/itil/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions
B. 2 and
NEW QUESTION
3 703
-C.(Exam
3 andTopic4 4)
D. 1 and
What is the
4 definition of service management?
Passing
A. A set of Certification
specializedExams
organizational
Made Easy capabilities for enabling value for customers in the form of services
visitA -result
B. https://www.surepassexam.com
for a stakeholder enabled by one or more outputs
C. A formal description of one or more services designed to address the needs of a target consumer group
D. Joint activities performed by a service provider and a service consumer to ensure continual value co-crea
A
Explanation:
Service management is the term used to describe how organizations manage their services to deliver value
management requires a set of specialized organizational capabilities, such as processes, roles, tools, and co
delivery of services1. Service management is also a professional practice supported by an extensive body o
Foundation - ITIL 4 Edition, page 2; ITIL® 4 Œ A Pocket Guide, page 11.
NEW QUESTION 706
- (Exam Topic 4)
What is the CORRECT order for the three phases of problem management?
A. Problem control, error control problem identification
B. Error control, problem control, problem identification
C. Problem identification problem control error control
D. Problem identification error control problem control
C
Explanation:
The problem management practice follows a three-phase approach to reduce the likelihood and impact of inc
incidents and managing workarounds and known errors1. The three phases are:
Problem identification: the process of finding problems that are the cause or potential cause of one or more
Problem control: the process of analysing the root cause and impact of a problem and developing a workaro
Error control: the process of managing known errors throughout their lifecycle, from recording to removal2. R
15; ITIL® 4 Œ A Pocket Guide, page 35; ITIL® 4 Practice Guide: Problem Management, page 9.
NEW QUESTION 711
- (Exam Topic 4)
What type of change is often used for resolving incidents or implementing security patches?
A. Standard change
B. Normal change
C. Emergency change
D. Change model
C
Explanation:
A change that must be implemented as soon as possible without strictly following the standard process
e.g. to resolve an incident or implement a security patch.
The process for assessment and authorization is expedited to ensure quick implementation, so scheduling a
The change authority may be separate from what is standard or normal practice, typically smaller in number
https://www.bmc.com/blogs/itil-change-enablement/
NEW QUESTION 712
-Thank
user-friendly
(ExamYou Topicfor
manner1.
4)
Trying OurA service
Productrequest is a request from a user or a user™s authorized representative tha
A user
normal
We offer
wants
part
twoofproducts:
toservice
know how
delivery2.
to create
A user
a report
wanting
so they
to know
come how
intotocontact
create awith
report
the is
service
an example
desk. Which
of a service
practice
re
A. Incident
management
1st - We have management
practice3.
Practice Tests
The other
Software
statements
with Actual
are not
Exam
trueQuestions
because:
B.
2nd Incident
Service
- Questons
management:
level and
management
Answers
The incident
in PDFmanagement
Format practice restores normal service operation as quickly as p
C. Service
an IT service1.
requestA user
management
wanting to know how to create a report is not an incident, as it does not affect the ava
D.
ITIL-4-Foundation
Service
Change level
enablement
management:
Practice Exam
The service
Features:
level management practice sets clear business-based targets for se
CITIL-4-Foundation
*can be properly assessed,Questions
monitored,
and Answers
and managed
Updatedagainst
Frequently
these targets1. This practice does not directly h
Explanation:
*agreements
ITIL-4-Foundation
(SLAs) andPractice
service
Questions
level objectives
Verified by
(SLOs)
Expertthat
Senior
applyCertified
to them2. Staff
*The
Change
ITIL-4-Foundation
serviceenablement:
request Most
management
TheRealistic
change practice
Questions
enablement
supports
that
practice
Guarantee
the maximizes
agreed you
quality
a the
Pass
of
number
on
a service
Yourof successful
FirstTry
by handling
service
all pre-define
and pro
Passing
*properly
ITIL-4-Foundation
Certification
assessed, authorized,
Practice
Exams Made
TestandQuestions
Easy
managedinwithin
Multiple
a schedule1.
Choice Formats
A change
andisUpdatesfor
the addition,
1 Year
modification, or r
visit - https://www.surepassexam.com
effect on IT services2. A user wanting to know how to create a report is not a change, as it does not alter the
References:
100% Actual ITIL
& Verified
Foundation
Š Instant
- IT 4
Download,
Edition, page
Please
16;Click
ITIL® 4 Œ A Pocket Guide, page 37; ITIL® 4 Practice G
NEW QUESTION
Order The ITIL-4-Foundation
713 Practice Test Here
- (Exam Topic
Powered by TCPDF
4) (www.tcpdf.org)
What ensures
Passing Certification
that a service
Exams provider
Made Easy and a service consumer continually co-create value?
A. Service
visit - https://www.surepassexam.com
consumption
B. Service offerings
C. Change enablement
D. Service relationship management
D
Explanation:
A service relationship is defined as the cooperation between a service provider and service consumer. Servi
organizations to co-create value. An organization can play the role of provider or consumer interchangeably,
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=and%20stakeholder%20manage
NEW QUESTION 715
......
Passing Certification Exams Made Easy
visit - https://www.surepassexam.com