NEW QUESTION 1

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

• A. Deployment management
• B. Release management
• C. Change enablement
• D. Service configuration management

Answer: C

NEW QUESTION 2

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

Answer: B

NEW QUESTION 3

Which statement about costs is CORRECT?

• A. Costs removed from the consumer are part of service consumption
• B. Costs imposed on the consumer are costs of service utility
• C. Costs removed from the consumer are part of the value proposition
• D. Costs imposed on the consumer are costs of service warranty

Answer: C

NEW QUESTION 4

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

• A. Incident management
• B. Service level management
• C. Problem management
• D. Service request management

Answer: D

NEW QUESTION 5

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 6

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

Answer: A

NEW QUESTION 7

Which statement about the purpose or the Monitoring and event management practice is TRUE?

• A. Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
• B. Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
• C. Systematically observe services and service components and record and report selected changes of state identified as events
• D. Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule

Answer: C

Explanation:
The purpose of the monitoring and event management practice is to systematically observe services and
service components and record and report selected changes of state identified as events1. This practice helps to identify and prioritize any issues or opportunities for improvement in the delivery or support of services2. The other statements describe the purposes of different practices: incident management (A), service request management (B), and change enablement (D)3. References: ITIL Foundation - ITIL 4 Edition, page 14; IT 4 – A Pocket Guide, page 31; ITIL® 4 Practice Guide: Monitoring and Event Management, page 7.

NEW QUESTION 8

Which helps to manage an incident when it is unclear which support team should be working on the incident?

• A. Disaster recovery plans
• B. Swarming
• C. Target resolution times
• D. Self-help

Answer: B

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

NEW QUESTION 9

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

Answer: C

NEW QUESTION 10

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

• A. A mobile phone enables a user to work remotely
• B. A password allows a user connect to a Wifi network
• C. A license allows a user to install a software product
• D. A service desk agent provides support to user.

Answer: D

NEW QUESTION 11

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

Answer: A

NEW QUESTION 12

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

Answer: C

NEW QUESTION 13

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

Answer: B

NEW QUESTION 14

Which step of the 'continual improvement model' defines measurable targets?

• A. how we get there?
• B. Where are we now?
• C. What is the vision?
• D. Where do we want to be?

Answer: D

Explanation:
This is one of the most important questions for continual improvement. This question helps to define measurable targets for the IT service provider that will help to reach the vision of the company in the long-term. At this stage, we look at the identified key performance indicators from the previous step and determine what values we want to target for each of these indicators. This decision must be made with the business’s vision in mind, but also with a sense of what is practically possible.
https://blog.masterofproject.com/continual-improvement-model/

NEW QUESTION 15

What must always be done before an activity is automated?

• A. Check that the activity has already been optimized
• B. Check that suitable new technology has been purchased
• C. Ensure that DevOps has been successfully implemented
• D. Ensure the solution removes the need for human intervention

Answer: A

NEW QUESTION 16
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