Updated Apr-2023 Exam Materials for You to Prepare & Pass ITIL-4-Foundation Exam [Q89-Q109] : Exams Labs Braindumps : http://blog.examslabs.com

NEW QUESTION 89
Which statement about outcomes is CORRECT?

An outcome can be enabled by more than one output

Outcomes are how the service performs

An output can be enabled by one or more outcomes

An outcome is a tangible or intangible activity

NEW QUESTION 90
Which TWO are important aspects of the ‘service request management’ practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals

1 and 2

2 and 3

3 and 4

1 and 4

NEW QUESTION 91
Which is the CORRECT explanation of the ‘R’ role in a RACI matrix?

This role ensures that activities are executed correctly

This role has ownership of the end result

This role is involved in providing knowledge and input

This role ensures the flow of information to stakeholders

NEW QUESTION 92
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

Service request management

Service level management

Incident management

Change management
The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders of the service provider.
https://www.bmc.com/blogs/itil-incident-management/

NEW QUESTION 93
Who is responsible for defining metrics for change management?

The change management process owner

The change advisory board (CAB)

The service owner

The continual service improvement manager

NEW QUESTION 94
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

Deployment management

Release management

Change enablement

Service configuration management

NEW QUESTION 95
Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?

Executing improvement actions

Performing baseline assessments

Defining the improvement plan

Understanding the business mission

NEW QUESTION 96
Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?

Progress iteratively with feedback

Keep is simple and practical

Start where you are

Focus on value

NEW QUESTION 97
When is the earliest that a workaround can be documented in ‘problem management’?

After the problem has been logged

After the problem has been prioritized

After the problem has been analyzed

After the problem has been resolved

NEW QUESTION 98
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

Each iteration should be designed before starting the initiative and implemented without feedback

Feedback should only be taken into account when one iteration fails to meet its objective

Feedback should be reduced for large improvements as it is unlikely that circumstances will change

Each iteration should be continually re-evaluated based on feedback

NEW QUESTION 99
What is the purpose of the ‘information security management1 practice?

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

To observe services and service components

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

To plan and manage the full lifecycle of all IT assets

NEW QUESTION 100
Which practice performs reviews to ensure that services continue to meet the needs of the customers?

Monitoring and event management

Service level management

Change enablement

Service desk

NEW QUESTION 101
What should remain constant within an organization, even when the organization’s objectives change?

Outputs

Guiding principles

Service offerings

Outcomes

NEW QUESTION 102
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

Service desk

Continual improvement

Problem management

Incident management

NEW QUESTION 103
Which is an example of a service request?

A request for normal operation to be restored

A request to implement a security patch

A request for access to a file

A request to investigate the cause of an incident

NEW QUESTION 104
Which practice recommends that organizations develop competencies in techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?

Incident management

Continual improvement

Service request management

Change enablement

NEW QUESTION 105
What is an incident?

The planned removal of an item that might affect a service

A result enabled by one or more outputs

A possible future event that could cause harm

A service interruption resolved by the use of self-help tools

NEW QUESTION 106
What can be used to help determine the impact level of a problem?

Definitive media library (DML)

Configuration management system (CMS)

Statement of requirements (SOR)

Standard operating procedures (SOP)

NEW QUESTION 107
Which helps to manage an incident when it is unclear which support team should be working on the incident?

Disaster recovery plans

Swarming

Target resolution times

Self-help

NEW QUESTION 108
Which guiding principle recommends collecting data before deciding what can be re-used?

Focus on value

Keep it simple and practical

Start where you are

Progress interactively with feedback

NEW QUESTION 109
Which of these should be logged and managed as a problem?

Trend analysis shows a large number of similar incidents

A user requests delivery of a laptop

A monitoring tool detects a change of state for a service

‘Continual improvement’ needs to prioritize an improvement opportunity