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NEW QUESTION # 118
Which helps to streamline the fulfilment of service requests?
- A. Understanding which service requests can be accomplished with limited approvals
- B. Separating requests relating to service failures from the degradation of services
- C. Eliminating service requests which have complex workflows
- D. Creating new workflows for every service request
Answer: A
Explanation:
Reference: https://www.bmc.com/blogs/itil-service-request-management/
NEW QUESTION # 119
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?
- A. Think and work holistically
- B. Keep it simple and practical
- C. Star: where you are
- D. Progress iteratively with feedback
Answer: B
NEW QUESTION # 120
What is the purpose of the 'deployment management' practice?
- A. To ensure services achieve agreed and expected performance
- B. To set clear business-based targets for service performance
- C. To make new or changed services available for use
- D. To move new or changed components to live environments
Answer: D
NEW QUESTION # 121
Which practice provides support for managing feedback, compliments and complaints from users?
- A. Problem management
- B. Change control
- C. Incident management
- D. Service request management
Answer: D
NEW QUESTION # 122
What is a service?
- A. A tangible or intangible deliverable of an activity
- B. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
- C. 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
- D. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings
Answer: C
Explanation:
Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/
NEW QUESTION # 123
What is the definition of a known error?
- A. An unplanned interruption to a service, or reduction in the quality of a service
- B. Any change of state that has significance for the management of a service or other configuration item (CI)
- C. A problem that has been analyzed and has not been resolved
- D. A cause, or potential cause, of one or more incidents
Answer: C
NEW QUESTION # 124
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
- A. logged
- B. analysed
- C. closed
- D. escalated
Answer: B
NEW QUESTION # 125
Which statement about emergency changes is CORRECT?
- A. Authorization of emergency changes may be deferred until after implementation
- B. Emergency changes are not usually recorded in the change schedule
- C. Emergency changes are low risk and well understood
- D. It is necessary to complete all documentation before an emergency charge is implemented
Answer: B
Explanation:
Explanation
Emergency changes. These are changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch. Emergency changes are not typically included in a change schedule, and the process for assessment and authorization is expedited to ensure they can be implemented quickly. As far as possible, emergency changes should be subject to the same testing, assessment, and authorization as normal changes, but it may be acceptable to defer some documentation until after the change has been implemented, and sometimes it will be necessary to implement the change with less testing due to time constraints. There may also be a separate change authority for emergency changes, typically including a small number of senior managers who understand the business risks involved."
https://itsm.tools/why-what-change-management/#:~:text=Emergency%20changes.&text=Emergency%20change
NEW QUESTION # 126
Which statement about outcomes is CORRECT?
- A. They are deliverables provided to service consumers.
- B. They allow service consumers to achieve a desired result.
- C. The co-create value for service providers by reducing costs and risks.
- D. They provide products to service providers based on outputs.
Answer: B
Explanation:
Explanation/Reference: https://www.axelos.com/news/blogs/february-2015/difference-between-outputs-and-outcomes-in- itsm
NEW QUESTION # 127
What describes how components and activities work together to facilitate value creation?
- A. The four dimensions of service management
- B. The ITIL service value system
- C. The ITIL guiding principles
- D. A service relationship
Answer: B
NEW QUESTION # 128
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
- A. A separate process
- B. Specialist teams
- C. Third party support
- D. Immediate escalation
Answer: A
NEW QUESTION # 129
What should remain constant within an organization, even when the organization's objectives change?
- A. Service offerings
- B. Outputs
- C. Guiding principles
- D. Outcomes
Answer: C
Explanation:
https://www.bmc.com/blogs/itil-guiding-principles/
NEW QUESTION # 130
What is the definition of "service management"?
- A. Join activities performed by a service provider and a service consumer to ensure continual value co-creation
- B. A formal description of one or more services, designed to address the needs of a target consumer group
- C. A result for a stakeholder enabled by one or more outputs
- D. A set of specialized organizational capabilities for enabling value for customers in the form of services.
Answer: D
Explanation:
Service management is a set of specialized organizational capabilities for enabling value for customers in the form of services. These capabilities include tangible things like capital, people, and equipment, and can also include intangible things like knowledge, management and skills. These capabilities can also include intangible things, like knowledge, management, and skills.
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Service%20management%20is%20
NEW QUESTION # 131
Where are the details of the required performance outcomes of a service denned?
- A. Service level agreements
- B. Service components
- C. Service offerings
- D. Service requests
Answer: A
NEW QUESTION # 132
Which is a key element of the 'think and work holistically' guiding principle?
- A. Using technology for standard tasks to give people time for complex activities
- B. Eliminating metrics which do not contribute to achieving an objective
- C. Understanding the methods applicable to complex systems
- D. Assessing which procedures can be re-used when improving a service
Answer: C
Explanation:
Explanation
No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.
Taking a holistic approach to service management includes establishing an understanding of how all the parts of an organization work together in an integrated way (remember the four dimensions of service management?), including having an end-to-end visibility of how demand is captured and translated into outcomes. In a complex system, the alteration of one element can impact others and, where possible, these impacts need to be identified, analysed and planned for.
To apply this principle successfully, consider this advice:
Recognize the complexity of the systems
Collaboration is key to thinking and working holistically
Where possible, look for patterns in the needs of and interactions between system elements Automation can facilitate working holistically
https://www.bmc.com/blogs/itil-guiding-principles/
NEW QUESTION # 133
Which describes a set of defined steps for implementing improvements?
- A. The 'improve' value chain activity
- B. The 'engage' value chain activity
- C. The 'continual improvement model'
- D. The 'continual improvement register'
Answer: C
NEW QUESTION # 134
Which practice needs the right culture to be embedded across the entire organization?
- A. Continual improvement
- B. Service request management
- C. Service level management
- D. Change enablement
Answer: D
Explanation:
The purpose of the continual improvement practice is to align the organization's practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services1. This practice needs the right culture to be embedded across the entire organization, as it requires a shared vision, commitment, empowerment, collaboration, learning, and measurement2. References: ITIL Foundation - ITIL 4 Edition, page 15; ITIL4 - A Pocket Guide, page 34; ITIL4 Practice Guide:
Continual Improvement, page 7.
NEW QUESTION # 135
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
- A. Analysis Paralysis
- B. Feedback loop
- C. Direct observation
- D. Minimum viable product
Answer: B
NEW QUESTION # 136
Which is an external input to the service value chain?
- A. An overall plan
- B. Customer requirements
- C. The 'improve' value chain activity
- D. Feedback loops
Answer: B
NEW QUESTION # 137
Which statement about outcomes is CORRECT?
- A. They are deliverables provided to service consumers.
- B. They allow service consumers to achieve a desired result.
- C. The co-create value for service providers by reducing costs and risks.
- D. They provide products to service providers based on outputs.
Answer: B
NEW QUESTION # 138
Which practice recommends that organizations develop competencies in techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
- A. Service request management
- B. Change enablement
- C. Incident management
- D. Continual improvement
Answer: D
NEW QUESTION # 139
Which is included in the purpose of the 'service level management' practice?
- A. To set clear business-based targets for service levels
- B. To ensure accurate information about the configuration of services is available
- C. To maximize the number of successful service and product changes
- D. To ensure that suppliers and their performance are managed appropriately
Answer: A
NEW QUESTION # 140
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
- A. Deployment management
- B. Continual management
- C. Monitoring and event management
- D. IT asset management
Answer: D
Explanation:
Explanation
An asset is defined as anything that is useful or valuable within a product or service. This value is generally determined financially: how much an asset costs versus how much it saves.
https://www.bmc.com/blogs/it-asset-management/
NEW QUESTION # 141
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