ITIL 4 Foundation ITILFND_V4 Exam Dumps 2022 For Good Preparation

Eleanor2024-10-14T15:33:46+00:00

By Eleanor ITIL, ITIL Foundation Certification

ITIL 4 Foundation (ITILFND_V4) is for anyone who needs to understand the key concepts of IT and digital service delivery, and who is interested in helping their organization embrace the new service management culture. As one ITILFND_V4 exam candidate, you will be recommended to choose the ITILFND_V4 exam dumps of ITPrepare as the learning material. The valid ITILFND_V4 exam dumps are available in a pdf file. So, make your choice wisely while buying the ITILFND_V4 exam dumps. To keep the ITIL 4 Foundation ITILFND_V4 pdf dumps in your access, download the ITILFND_V4 dumps on your PC, laptop, Mac, tablet, and smartphone.

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Page 1 of 10

1. Which is the purpose of the 'monitoring and event management' practice?

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

To systematically observe services and service components, and record and report selected changes of state

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

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

2. Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

Relationship management

Continual improvement

Service configuration management

Service level management

3. It should be based on the objectives of the organization

1 and 2

2 and 3

3 and 4

1 and 4

4. Which describes outcomes?

Tangible or intangible deliverables

Results desired by a stakeholder

Configuration of an organization's resources

Functionality offered by a product or service

5. What are the ITIL guiding principles used for?

To help an organization make good decisions

To direct and control an organization

To identify activities that an organization must perform in order to deliver a valuable service

To ensure that an organization’s performance continually meets stakeholders’ expectations

6. Which practice identifies metrics that reflect a customer experience of a service?

Continual improvement

Service level management

Service desk

Problem management

7. 1.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

8. What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

A customer

A user

A configuration item (CI)

An IT asset

9. Which dimension considers how knowledge assets should be protected?

Organizations and people

Partners and suppliers

Information and technology

Value streams and processes

10. Which statement about emergency changes is CORRECT?

The testing of emergency can be eliminated in order to implement the change quickly

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

Emergency changes should be authorized and implemented as service requests

Emergency changes must be fully documented before authorization and implementation

Page 2 of 10

11. What is the purpose of the 'relationship management' practice?

To support the agreed quality of a service handling all agreed, userinitiated service requests

To set clear business-based targets for service performance

To establish and nurture the links between the organization and its stakeholders

To align the organization's practices and services with changing business needs

12. Normal changes should be handled as service requests

3 and 4

2 and 3

1 and 4

1 and 2

13. What is defined as any component that needs to be managed in order to deliver an IT service?

A service request

An IT asset

A configuration item (CI)

An incident

14. What should be used to set user expectations for request fulfilment times?

The consumer demand for the service

The time that the customer indicates for service delivery

The service levels of the supplier

The time needed to realistically deliver the service

15. Which is included in the purpose of the ‘design and transition’ value chain activity?

Ensuring that service components are available when needed

Providing transparency and good stakeholder relationships

Supporting services according to specifications

Continually meeting stakeholder expectations for costs

16. Which skill is an essential part of the 'service level management' practice?

Problem analysis

Technical knowledge

Listening

Diagnosis

17. 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

18. How should an organization adopt continual improvement methods?

Use a new method for each improvement the organization handles

Select a few key methods for the types of improvement that the organization handles

Build the capability to use as many improvement methods as possible

Select a single method for all improvements that the organization handles

19. What is the purpose of the ‘deployment management’ practice?

To ensure services achieve agreed and expected performance

To make new or changed services available for use

To move new or changed components to live environments

To set clear business-based targets for service performance

20. 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

Page 3 of 10

21. Which is a key consideration for the guiding principle 'keep it simple and practical'?

Try to create a solution for every exception

Start with a complex solution, then simplify

Understand how each element contributes to value creation

Ignore the conflicting objectives of different stakeholders

22. What are ’engage’, ‘plan’ and ‘improve’ examples of?

Service value chain activities

Service level management

Service value chain inputs

Change control

23. Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

Change control

IT asset management

Service desk

Service request management

24. What is typically needed to assign complex incidents to support groups?

The incident priority

The incident category

A change schedule

A self-help tool

25. Which describes normal changes?

Changes that need to be scheduled and assessed following a process

Changes that are low-risk and pre-authorized

Changes that are typically initiated as service requests

Changes that must be implemented as soon as possible

26. What is defined as a cause, or potential cause, of one or more incidents?

Change

Event

Known error

Problem

27. Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

Release management

Service desk

Problem management

Supplier management

28. When should a full risk assessment and authorization be carried out for a standard change?

Each time the standard change is implemented

When the procedure for the standard change is created

At least once a year

When an emergency change is requested

29. Which is part of service provision?

The management of resources configured to deliver the service

The management of resources needed to consume the service

The grouping of one or more services based on one or more products

The joint activities performed to ensure continual value co-creation

30. Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

Start where you are

Collaborate and promote visibility

Keep it simple and practical

Optimize and automate

Page 4 of 10

31. Which dimension includes a workflow management system?

Value streams and processes

Partners and suppliers

Information and technology

Organizations and people

32. Which activity captures the demand for incident resolution and service requests?

Change control

Problem management

Service desk

Service catalogue management

33. Identify the missing words in the following sentence.

The management of information security incidents usually requires [?].

Immediate escalation

Specialist teams

A separate process

Third party support

34. Design

Ideation, Design, Develop, Deploy, Test, Operate, Retire

Retire, Test, Operate, Deploy, Ideation, Develop, Design

None of the above

Ideation, Test, Develop, Deploy, Design, Operate, Retire

35. Which dimension includes activities and workflows?

Value streams and processes

Partners and suppliers

Information and technology

Organizations and people

36. Change control

1 and 2

1 and 4

3 and 4

2 and 3

37. What are the MOST important skills required by service desk staff?

Incident analysis skills

Technical skills

Problem resolution skills

Supplier management skills

38. Which statement about costs is CORRECT?

Costs removed from the consumer are part of service consumption

Costs imposed on the consumer are costs of service utility

Costs removed from the consumer are part of the value proposition

Costs imposed on the consumer are costs of service warranty

39. Which statement about the steps to fulfill a service request is CORRECT?

They should be complex and detailed

They should be well-known and proven

They should include incident handling

They should be brief and simple

40. What type of change is MOST likely to be managed by the 'service request management' practice?

An emergency change

A normal change

An application change

A standard change

Page 5 of 10

41. What is an IT asset?

The removal of anything that could have a direct or indirect effect on services

Any component that needs to be managed in order to deliver a service

A request from a user that initiates a service action

Any financially valuable component that can contribute to delivery of an IT product or service

42. Which guiding principle recommends coordinating all dimensions of service management?

Start where you are

Think and work holistically

Keep it simple and practical

Progress iteratively with feedback

43. Identify the missing word in the following sentence.

The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.

plans

measurement

process

tools

44. What should all 'continual improvement' decisions be based on?

Accurate and carefully analysed data

Details of how services are measured

A recent maturity assessment

An up-to-date balanced scorecard

45. When should the effectiveness of a problem workaround be assessed?

Whenever the workaround is used

Whenever the problem is resolved

Whenever the workaround becomes a known error

Whenever the problem is prioritized

46. Which is a purpose of the 'service desk' practice?

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

To capture demand for incident resolution and service requests

To set clear business-based targets for service performance

To maximize the number of successful IT changes by ensuring risks are properly assessed

47. Which service level metrics are BEST for measuring user experience?

Single system-based metrics

Metrics for the percentage of uptime of a service

Operational metrics

Metrics linked to defined outcomes

48. When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?

An organization should always use a single technique to ensure metrics are consistent

An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

An organization should always develop competencies in methodologies and techniques that will meet their needs

An organization should always use an approach that combines Lean, Agile and DevOps methodologies

49. What is the expected outcome from using a service value chain?

Service value streams

Value realization

Customer engagement

The application of practices

50. How does information about problems and known errors contribute to 'incident management'?

It enables the reassessment of known erros

It enables quick and efficient diagnosis of incidents

It removes the need for collaboration during incident resolution

It removes the need for regular customer updates

Page 6 of 10

51. Which is a key requirement for a successful service level agreement?

It should be written in legal language

It should be simply written and easy to understand

It should be based on the service provider’s view of the service

It should relate to simple operational metrics

52. Which practice provides a single point of contact for users?

Incident management

Change control

Service desk

Service request management

53. What are the types of asset management?

IT asset management and software asset management

Operational and technical management

IT asset management and technical management

Operational management and IT asset management

54. What is described by the service value system?

How to apply the systems approach of the guiding principle think and work holistically

Services based on one or more products, designed to address needs of a target consumer group

How all the components and activities of the organization work together as a system to enable value creation

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

55. Which activity is part of the 'continual improvement' practice?

Populating and maintaining the asset register

Providing a clear path for users to report issues, queries, and requests

Delivering tactical and operational engagement with customers

Identifying and logging opportunities

56. Which is a purpose of the 'engage' value chain activity?

Meeting expectations for quality, costs and time-to-market

Ensuring the continual improvement of services

Ensuring that the organization's vision is understood

Providing transparency and good relationships

57. Identify the missing word in the following sentence.

A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

assets

values

elements

services

58. Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

Change control

Continual improvement

Problem management

Service desk

59. Identify the missing word in the following sentence.

A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.

information

utility

warranty

costs

60. Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

Incident management

Continual improvement

Service request management

Problem management

Page 7 of 10

61. Which guiding principle helps to ensure that better information is available for decision making?

Keep it simple and practical

Collaborate and promote visibility

Optimize and automate

Think and work holistically

62. How does a service consumer contribute to the reduction of disk?

By paying for the service

By managing server hardware

By communicating constraints

By managing staff availability

63. 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

64. Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

Incident management

Monitoring and event management

Change control

Information security management

65. Which competencies are required by the 'service level management' practice?

Problem investigation and resolution

Incident analysis and prioritization

Business analysis and commercial management

Balanced scorecard reviews and maturity assessment

66. Which is a service request?

Requesting a workaround for an issue

Requesting information about how to create a document

Requesting an enhancement to an application

Requesting investigation of a degraded service

67. What is a recommendation of the ‘focus on value’ guiding principle?

Make ‘focus on value’ a responsibility of the management

Focus on the value of new and significant projects first

Focus on value for the service provider first

Focus on value at every step of the improvement

68. Which practice coordinates the classification, ownership and communication of service requests and incidents?

Supplier management

Service desk

Problem management

Relationship management

69. Which statement about a ‘continual improvement register’ is CORRECT?

It should be managed at the senior level of the organization

It should be used to capture user demand

There should only be one for the whole organization

It should be re-prioritized as ideas are documented

70. Which stakeholders co-create value in a service relationship?

Investor and consumer

Investor and supplier

Consumer and provider

Provider and supplier

Page 8 of 10

71. What are the three phases of 'problem management'?

Problem identification, problem control, error control

Problem analysis, error identification, incident resolution

Problem logging, problem classification, problem resolution

Incident management, problem management, change control

72. What is warranty?

Assurance that a product or service will meet agreed requirements

The amount of money spent on a specific activity or resource

The functionality offered by a product or service to meet a particular need

The perceived benefits, usefulness and importance of something

73. Which describes a set of defined steps for implementing improvements?

The ‘improve’ value chain activity

The ‘continual improvement register’

The ‘continual improvement model’

The ‘engage’ value chain activity

74. Which statement about service desks is CORRECT?

The service desk should work in close collaboration with support and development teams

The service desk should rely on self-service portals instead of escalation to support teams

The service desk should remain isolated from technical support teams

The service desk should escalate all technical issues to support and development teams

75. 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

76. 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.

suppliers

assets

customers

CIs

77. What is an output?

A possible event that could cause harm or loss

Something created by carrying out an activity

A result for a stakeholder

A change of state that has significance for the management of a configuration item

78. What should be done for every problem?

It should have a workaround to reduce the impact

It should be prioritized based on its potential impact and probability

It should be resolved so that it can be closed

It should be diagnosed to identify possible solutions

79. Which of the following is an example of incident?

A backup server is being rebooted while services are running on the primary server

An application is not available during the business hours

A user has requested access to a shared repository

A user wants to reset the password of a server

80. How should the workflow for a new service request be designed?

Use a single workflow for all types of service request

Leverage existing workflows whenever possible

Use different workflows for each type of service request

Avoid workflows for simple service requests

Page 9 of 10

81. When should a change request be submitted to resolve a problem?

As soon as a solution for the problem has been identified

As soon as a workaround for the problem has been identified

As soon as the analysis of the frequency and impact of incidents justifies the change

As soon as the analysis of cost, risks and benefits justifies the change

82. Which is NOT a component of the service value system?

The guiding principles

Governance

Practices

The four dimensions of service management

83. What is the starting point for optimization?

Standardizing practices and services

Determining where the most positive impact would be

Securing stakeholder engagement

Understanding the vision and objectives of the organization

84. Which statement about outcomes is CORRECT?

Outcomes help service consumers achieve outputs

Outcomes are one or more services that fulfil the needs of a service consumer

Service providers help service consumers achieve outcomes

Helping service consumers achieve outcomes reduces service provider costs

85. What helps diagnose and resolve a simple incident?

Rapid escalation

Formation of a temporary team

The use of scripts

Problem prioritization

86. Which practice updates information relating to symptoms and business impact?

Service level management

Change control

Service request management

Incident management

87. A major incident has been closed, but there is a risk that it might happen again.

How should this be logged and managed?

As an event

As a problem

As a service request

As a change request

88. What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

Service management

Continual improvement

A service

An IT asset

89. How should automation be implemented?

By initially concentrating on the most complex tasks

By optimizing as much as possible first

By replacing human intervention wherever possible

By replacing the existing tools first

90. Which is NOT a key focus of the 'information and technology' dimension?

Workflow management and inventory systems

Communication systems and knowledge bases

Roles and responsibilities

Security and compliance

Page 10 of 10

91. Identify the missing word in the following sentence.

A known error is a problem that has been [?] and has not been resolved.

closed

logged

analysed

escalated

92. Only in specific stakeholder relationships where the principle is relevant

1 and 2

1 and 4

2 and 3

3 and 4

93. Which describes a standard change?

A high-risk change that needs very thorough assessment

A change that is typically implemented as a service request

A change that must be implemented as soon as possible

A change that needs to be scheduled, assessed and authorized following a defined process

94. Which practice owns and manages issues, queries and requests from users?

Service desk

Problem management

Incident management

Change control

95. Which of the following can be used to access service desks?

Phone calls

All of the above

Text and social media messaging

96. What should be done to determine the appropriate metrics for measuring a new service?

Measuring the performance over the first six months, and basing a solution on the results

Asking customers to provide numerical targets that meet their needs

Using operational data to provide detailed service reports

Asking customers open questions to establish their requirements

97. Which practice has a purpose that includes ensuring that risks have been properly assessed?

Service configuration management

Problem management

Service level management

Change control

98. Identify the missing word in the following sentence.

The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.

costs

users

value

performances

99. Which guiding principle recommends standardizing and streamlining manual tasks?

Optimize and automate

Collaborate and promote visibility

Focus on value

Think and work holistically

100. Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

Progress iteratively with feedback

Think and work holistically

Keep it simple and practical

Focus on value

ITIL 4 Foundation ITILFND_V4 Exam Dumps 2022 For Good Preparation