Pass Your Exam Easily! ITIL-4-Foundation Real Question Answers Updated on Apr 18, 2023 [Q301-Q318]

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Pass Your Exam Easily! ITIL-4-Foundation Real Question Answers Updated on Apr 18, 2023

Actual Questions Answers Pass With Real ITIL-4-Foundation Exam Dumps

QUESTION 301
Which statement BEST describes the value of service strategy to the business?

It allows higher volumes of successful change

It reduces unplanned costs through optimized handling of service outages

It reduces the duration and frequency of service outages

It enables the service provider to understand what levels of service will make their customers successful

QUESTION 302
What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?

Restricting information about the improvement to essential stakeholders only.

Increasing collaboration and visibility for the improvement.

Involving customers after all planning has been completed.

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

QUESTION 303
Which service transition process provides guidance about converting data into information?

Change evaluation
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Knowledge management

Service validation and testing

Service asset and configuration management

QUESTION 304
Which practice establishes a channel between the service provider and its users?

Relationship management

Change enablement

Supplier management

Service desk

QUESTION 305
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

1 and 2

2 and 3

3 and 4

1 and 4

QUESTION 306
Which is the MOST important stakeholder group that a service provider needs to collaborate with?

Suppliers

Customers

Relationship managers

Developers

The first important step is identifying and managing all the stakeholder groups that an organization deals with. The first and most obvious stakeholder group is the customers, as in service management the organization’s main goal is to facilitate customer outcomes. Other examples of stakeholder collaboration include:
Developers working with other internal teams
Suppliers collaborating with the organization
Relationship managers collaborating with service consumers
Customers collaborating with each other
Internal and external suppliers collaborating with each other
The contribution to improvement of each stakeholder group at each level should be understood, as should the most effective methods to engage with them. Depending on the service and the relationship between the service provider and the service consumer, the expectations about the level and type of collaboration can vary significantly. It is important to involve stakeholders, and address their needs at all levels. Determining the type, method, and frequency of such messaging is one of the central activities related to communication.
https://www.bmc.com/blogs/itil-guiding-principles/

QUESTION 307
What is the purpose of the ‘problem management’ practice?

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

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

QUESTION 308
What does the ‘service request management’ practice depend on for maximum efficiency?

Self-service tools

Compliments and complaints

Processes and procedures

Incident management

QUESTION 309
Which should be handled by ‘service request management’?

A request to implement a security patch

A request to provide a laptop

A request to resolve an error in a service

A request to change a target in a service level agreement

Reference: https://www.atlassian.com/itsm/service-request-management

QUESTION 310
Which is a key consideration for the guiding principle ‘keep it simple and practical’?

Try to create a solution for every exception

Start with a complex solution, then simplify

Understand how each element contributes to value creation

Ignore the conflicting objectives of different stakeholders

QUESTION 311
Which statement about the steps to fulfill a service request is CORRECT?

They should be complex and detailed

They should be well-known and proven

They should include incident handling

They should be brief and simple

QUESTION 312
Which statement about costs is CORRECT?

Costs removed from the consumer are part of service consumption

Costs imposed on the consumer are costs of service utility

Costs removed from the consumer are part of the value proposition

Costs imposed on the consumer are costs of service warranty

QUESTION 313
Which is included in the purpose of the ‘improve’ value chain activity?

Ensuring the continual improvement of practices across all value chain activities

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

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

Ensuring continual engagement and good relationships with all stakeholders

QUESTION 314
Which type of change is MOST LIKELY to be initiated as part of the ‘service request management’ practice?

A normal change

An emergency change

A standard change

A change model

Explanation/Reference:

QUESTION 315
What is defined as “the role that uses services?

Service consumer

Customer

User

Sponsor

User: A person who uses services; e.g. the company employees.
https://www.bmc.com/blogs/itil-key-concepts-service-management/

QUESTION 316
What three elements make up the Service Portfolio?

Customer portfolio, service catalogue and retired services

Customer portfolio, configuration management system and service catalogue

Service pipeline, service catalogue and retired services

Service pipeline, configuration management system and service catalogue

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QUESTION 317
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?

Keep it simple and practical

Think and work holistically

Star: where you are

Progress iteratively with feedback

QUESTION 318
Which activity is NOT recommended by the start where you are’ guiding principle?

Involving people who are not familiar with a service when observing and assessing its activities

Applying risk management when considering to introduce new processes

Using source data to avoid any unintentional data distortion found in reports

Discarding existing processes before assessing their usefulness

Don’t start from scratch and build something new without considering what you already have. It’s almost always better to improve what you currently have than to throw it all away and start again, although you must also be able to recognise when a complete replacement is, in fact, needed.
Not only is this approach less wasteful than starting from scratch – because it preserves value that you already have – but it also helps you to keep your people on board. They’re much more likely to support the changes you need if their previous contributions have been appropriately valued.
Don’t rely on metrics and reports to tell you what the current situation is. When you carry out an assessment you should observe what is happening for yourself, and just use the metrics to support your observations.
https://www.sysaid.com/blog/itil/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions

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