Real ITIL-4-Foundation Braindump 2021

NEW QUESTION 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

Answer: B

NEW QUESTION 2
What is the purpose of the 'relationship management' practice?

• A. To support the agreed quality of a service handling all agreed, userinitiated service requests
• B. To set clear business-based targets for service performance
• C. To establish and nurture the links between the organization and its stakeholders
• D. To align the organization's practices and services with changing business needs

Answer: C

NEW QUESTION 3
Which of the following is an example of incident?

• A. A backup server is being rebooted while services are running on the primary server
• B. An application is not available during the business hours
• C. A user has requested access to a shared repository
• D. A user wants to reset the password of a server

Answer: B

NEW QUESTION 4
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.

• A. suppliers
• B. assets
• C. customers
• D. CIs

Answer: D

NEW QUESTION 5
What can be used to help determine the impact level of a problem?

• A. Definitive media library (DML)
• B. Configuration management system (CMS)
• C. Statement of requirements (SOR)
• D. Standard operating procedures (SOP)

Answer: B

NEW QUESTION 6
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

• A. Progress iteratively with feedback
• B. Think and work holistically
• C. Keep it simple and practical
• D. Focus on value

Answer: C

NEW QUESTION 7
Which statement about emergency changes is CORRECT?

• A. The testing of emergency can be eliminated in order to implement the change quickly
• B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
• C. Emergency changes should be authorized and implemented as service requests
• D. Emergency changes must be fully documented before authorization and implementation

Answer: B

NEW QUESTION 8
What is an event?

• A. The addition, modification, or removal of anything that could have a direct or indirect effect on services
• B. Any change of state that has significance for the management of a service or other configuration item
• C. Cause of one or more incidents
• D. An unplanned interruption to a service or reduction in the quality of a service

Answer: B

NEW QUESTION 9
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

• A. Start where you are
• B. Collaborate and promote visibility
• C. Keep it simple and practical
• D. Optimize and automate

Answer: C

NEW QUESTION 10
How do all value chain activities transform inputs to outputs?

• A. By using a combination of practices
• B. By using a single functional team
• C. By determining service demand
• D. By implementing process automation

Answer: A

NEW QUESTION 11
What are the three phases of 'problem management'?

• A. Problem identification, problem control, error control
• B. Problem analysis, error identification, incident resolution
• C. Problem logging, problem classification, problem resolution
• D. Incident management, problem management, change control

Answer: A

NEW QUESTION 12
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

• A. Change control
• B. IT asset management
• C. Service desk
• D. Service request management

Answer: D

NEW QUESTION 13
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

• A. A standard change
• B. An emergency change
• C. An internal change
• D. A normal change

Answer: A

NEW QUESTION 14
What is a problem?

• A. An addition or modification that could have an effect on services
• B. Any change of state that has significance for the management of a configuration item
• C. A cause or potential cause of one or more incidents
• D. An unplanned reduction in the quality of a service

Answer: C

NEW QUESTION 15
Who is responsible for defining metrics for change management?

• A. The change management process owner
• B. The change advisory board (CAB)
• C. The service owner
• D. The continual service improvement manager

Answer: A

NEW QUESTION 16
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.

• A. closed
• B. logged
• C. analysed
• D. escalated

Answer: C

NEW QUESTION 17
Which are the elements of process control?

• A. Inputs, outputs and triggers
• B. Work instructions, procedures and roles
• C. Resources, capabilities and metrics
• D. Process owner, policy and objectives

Answer: D

NEW QUESTION 18
Which of these should be logged and managed as a problem?

• A. Trend analysis shows a large number of similar incidents
• B. A user requests delivery of a laptop
• C. A monitoring tool detects a change of state for a service
• D. 'Continual improvement' needs to prioritize an improvement opportunity

Answer: A

NEW QUESTION 19
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

Answer: B

NEW QUESTION 20
What considerations influence the supplier strategy of an organization?

• A. Contracts and agreements
• B. Type of cooperation with suppliers
• C. Corporate culture of the organization
• D. Level of formality

Answer: C

NEW QUESTION 21
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