NEW QUESTION 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

Answer: B

NEW QUESTION 2

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

• A. It allows higher volumes of successful change
• B. It reduces unplanned costs through optimized handling of service outages
• C. It reduces the duration and frequency of service outages
• D. It enables the service provider to understand what levels of service will make their customers successful

Answer: D

NEW QUESTION 3

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

Answer: C

NEW QUESTION 4

Identity the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].

• A. events
• B. charges
• C. IT assets
• D. known errors

Answer: D

NEW QUESTION 5

Which processes are responsible for the regular review of underpinning contracts?

• A. Supplier management and service level management
• B. Supplier management and change management
• C. Availability management and service level management
• D. Supplier management and availability management

Answer: A

NEW QUESTION 6

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

• A. Supplier management
• B. Change enablement
• C. Relationship management
• D. Service desk

Answer: C

NEW QUESTION 7

Which helps to streamline the fulfilment of service requests?

• A. Understanding which service requests can be accomplished with limited approvals
• B. Creating new workflows for every service request
• C. Separating requests relating to service failures from the degradation of services
• D. Eliminating service requests which have complex workflows

Answer: A

Explanation:
Reference: https://www.bmc.com/blogs/itil-service-request-management/

NEW QUESTION 8

Service transition contains detailed descriptions of which processes?

• A. Change management, service asset and configuration management, release and deployment management
• B. Change management, capacity management, event management, service request management
• C. Service level management, service portfolio management, service asset and configuration management
• D. Service asset and configuration management, release and deployment management, request fulfillment

Answer: A

NEW QUESTION 9

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

• 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.

Answer: C

Explanation:
Reference: https://www.sysaid.com/blog/entry/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you- make-decisions

NEW QUESTION 10

Which TWO types of competence are MOST important 'or service desk staff?
* 1. Knowledge of business processes
* 2. Collaboration skills
* 3. Advanced technical knowledge
* 4. Workflow design skills

• A. 1 and 2
• B. 2 and 3
• C. 3 and 4
• D. 1 and 4

Answer: A

NEW QUESTION 11

Which statement about IT service management is CORRECT? D18912E1457D5D1DDCBD40AB3BF70D5D

• A. It is performed by customers using a mix of IT systems, services and processes
• B. It is performed by IT service providers using a mix of suppliers and their products
• C. It is performed by the service desk using a mix of people, process and technology
• D. It is performed by IT service providers using a mix of people, process and technology

Answer: D

NEW QUESTION 12

Which of the following terms is more suitable to describe the functionality of a service?

• A. Output
• B. Outcome
• C. Utility
• D. Warranty

Answer: C

Explanation:
Utility is the term used to describe the functionality of a service, or how well it meets the needs and expectations of the customers and users. Utility can be expressed as ‘what the service does’ or 'the functionality offered by a product or service to meet a particular need’1. Utility is one of the two elements of service value, along with warranty2. References: ITIL Foundation - ITIL 4 Edition, page 4; ITIL® 4 – A Pocket Guide, page 14.

NEW QUESTION 13

Which is a purpose of the ‘relationship management’ practice?

• A. To systematically observe services and service components
• B. To protect the information needed by the organization to conduct its business
• C. To be the entry point and single point of contact for the service provider with all of its users
• D. To identify, analyze, monitor, and continually improve links with stakeholders

Answer: D

Explanation:
Reference:
https://wiki.process-symphony.com.au/framework/lifecycle/process/relationship-management-itil-4/

NEW QUESTION 14

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

Answer: A

NEW QUESTION 15

Which is NOT a component of the service value system?

• A. The service value chain
• B. Opportunity and demand
• C. Continual improvement
• D. Governance

Answer: B

NEW QUESTION 16
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