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Penetration testers simulate ITIL-4-Foundation exam PDF
NEW QUESTION 226
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
- A. Bottlenecks in the service provider's workflow are identified.
- B. The complexities of the service provider's IT systems are identified.
- C. Service providers are able to respond more quickly to customer needs
- D. The service provider gains a better understanding of the customer experience.
Answer: C
NEW QUESTION 227
Which is a service request?
- A. Requesting investigation of a degraded service
- B. Requesting an enhancement to an application
- C. Requesting a workaround for an issue
- D. Requesting information about how to create a document
Answer: D
NEW QUESTION 228
Which value chain activity ensures that service components meet agreed specifications?
- A. Obtain/build
- B. Deliver and support
- C. Plan
- D. Design and transition
Answer: A
NEW QUESTION 229
Which is an objective of the design coordination process?
- A. To document the initial structure and relationship between services and customers
- B. To produce service design packages and ensure they are handed over to service transition
- C. To gather and document new service level requirements from the customer
- D. To assess and evaluate all changes and their impact on service designs
Answer: B
NEW QUESTION 230
Which function is responsible for the management of a data centre?
- A. Service desk
- B. Technical management
- C. Application management
- D. Facilities management
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Answer: D
NEW QUESTION 231
Which is a purpose of the 'relationship management' practice?
- A. To be the entry point and single point of contact for the service provider with all of its users
- B. To protect the information needed by the organization to conduct its business
- C. To systematically observe services and service components
- 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 232
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
- A. Detection
- B. Escalation
- C. Prioritization
- D. Categorization
Answer: D
NEW QUESTION 233
What must always be done before an activity is automated?
- A. Check that suitable new technology has been purchased
- B. Ensure the solution removes the need for human intervention
- C. Ensure that DevOps has been successfully implemented
- D. Check that the activity has already been optimized
Answer: D
NEW QUESTION 234
Which is described by the 'organizations and people' dimension of service management?
- A. Contracts and agreements
- B. Inputs and outputs
- C. Communication and collaboration
- D. Workflows and controls
Answer: C
NEW QUESTION 235
When planning 'continual improvement', which approach for assessing the current state of a service is
CORRECT?
- A. An organization should always use a single technique to ensure metrics are consistent
- B. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
- C. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
- D. An organization should always develop competencies in methodologies and techniques that will meet
their
needs
Answer: D
NEW QUESTION 236
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
- A. escalated
- B. analysed
- C. closed
- D. logged
Answer: B
NEW QUESTION 237
Which is a risk that might be removed from a service consumer by an IT service?
- A. Service provider ceasing to trade
- B. Security breach
- C. Cost of purchasing servers
- D. Failure of server hardware
Answer: B
Explanation:
Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/
NEW QUESTION 238
What is a change schedule used for?
- A. To help authorize standard changes
- B. To help manage normal changes
- C. To help assign a change authority
- D. To help plan emergency changes
Answer: B
NEW QUESTION 239
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
- A. Service request management
- B. Service desk
- C. IT asset management
- D. Change control
Answer: A
NEW QUESTION 240
Which guiding principle helps to ensure that better information is available for decision making?
- A. Keep it simple and practical
- B. Think and work holistically
- C. Collaborate and promote visibility
- D. Optimize and automate
Answer: C
NEW QUESTION 241
Which practice provides users with a way to get various requests arranged, explained and coordinated?
- A. Service level management
- B. Relationship management
- C. Service desk
- D. Continual improvement
Answer: C
Explanation:
Explanation
Over time, the focus of service desks has broadened from simply logging and resolving technical issues, to proving more comprehensive support for people and the business. They are increasingly being used to get various matters arranged, explained, and coordinated. The service desk has a major influence on user experience and how the service provider is perceived by the users. By understanding and acting on the business context of transactional activity (i.e. logging tickets), the service desk is better placed to add value to the organization.
Reference: https://www.bmc.com/blogs/itil-service-desk/
NEW QUESTION 242
Which guiding principle recommends standardizing and streamlining manual tasks?
- A. Optimize and automate
- B. Collaborate and promote visibility
- C. Think and work holistically
- D. Focus on value
Answer: A
NEW QUESTION 243
What is an event?
- A. Cause of one or more incidents
- B. The addition, modification, or removal of anything that could have a direct or indirect effect on services
- C. Any change of state that has significance for the management of a service or other configuration item
- D. An unplanned interruption to a service or reduction in the quality of a service
Answer: C
NEW QUESTION 244
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
- A. Organizations and people
- B. Value streams and processes
- C. Information and technology
- D. Partners and suppliers
Answer: B
Explanation:
Explanation
Value streams and processes focus mainly on those areas which ensure integration and coordination of various actions and parts which contribute towards better value creation for the organization. This dimension is more concerned about the way the organization has organized the activities or processes and how it enables and ensures the value creation across all stakeholders.
https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management
NEW QUESTION 245
Which statement about the 'continual improvement' practice is CORRECT?
- A. It is the role of senior management to authorize improvement initiatives.
- B. A single continual improvement register should be maintained by senior management.
- C. Training should be provided to those involved in continual improvement.
- D. Continual improvement participation should be limited to a small dedicated team.
Answer: A
Explanation:
Reference: https://www.bmc.com/blogs/itil-continual-improvement/
NEW QUESTION 246
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 247
Which practice has a strong influence on the user experience and perception of the service provider?
- A. Service level management
- B. Change enablement
- C. Service desk
- D. Supplier management
Answer: C
NEW QUESTION 248
Which practice provides a communications point for users to report operational issues, queries and requests?
- A. Service desk
- B. Relationship management
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
https://www.bmc.com/blogs/itil-service-desk/ - C. Incident management
- D. Continual improvement
Answer: A
NEW QUESTION 249
Which action is performed by a service provider?
- A. Ensuring access to agreed resources
- B. Authorizing budget for service consumption
- C. Requesting required service actions
- D. Receiving of the agreed goods
Answer: A
NEW QUESTION 250
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