[2025] ITIL-4-Foundation All-in-One Exam Guide Practice To your ITIL-4-Foundation Exam!
Preparations of ITIL-4-Foundation Exam 2025 ITIL 4 Unlimited 538 Questions
NEW QUESTION # 189
What is required by all service desk staff?
- A. Excellent technical knowledge
- B. Knowledge of telephony technology
- C. Root cause analysis skills
- D. Demonstration of emotional intelligence
Answer: D
NEW QUESTION # 190
Which guiding principle focuses on reducing costs and human errors?
- A. Collaborate and promote visibility
- B. Think and work holistically
- C. Focus and value
- D. Optimize and automate
Answer: D
NEW QUESTION # 191
Which dimension considers data security and privacy?
- A. Value streams and processes
- B. Information and technology
- C. Partners and suppliers
- D. Organizations and people
Answer: B
NEW QUESTION # 192
Which is a use of a continual improvement register?
- A. Describing the services designed to meet the needs of a consumer group
- B. Tracking and managing improvement ideas from identification through to final action
- C. Planning changes, assisting in communication, avoiding conflicts, and assigning resources
- D. Selecting the right method, model or technique for identifying improvements
Answer: B
NEW QUESTION # 193
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
- A. Service request management
- B. Service level management
- C. Supplier Management
- D. Service desk
Answer: A
Explanation:
In order to be aligned to customer outcomes and expectations, SLM requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers:
Engagement is needed to understand and confirm the actual ongoing needs and requirements of customers, not simply what is interpreted by the service provider or has been agreed several years before. ITIL4 refers to value as being co-created, since it needs the input and validation of customers.
Listening is important as a relationship-building and trust-building activity, to show customers that they are valued and understood. This helps to move the provider away from always being in 'solution mode' and to build new, more constructive partnerships. Each customer is unique, and the service provider must not have a one-size-fits-all approach.
The activities of engaging and listening provide a great opportunity to build improved relationships and to focus on what really needs to be delivered. They also give service delivery staff an experience-based understanding of the day-to-day work that is done with their technology, enabling them to deliver a more business-focused service. When the customer is engaged and listened to, they feel valued and their perception of the service and service management activities improves.
https://www.bmc.com/blogs/itil-service-level-management/
NEW QUESTION # 194
What is MOST LIKELY to be handled as a service request?
- A. Providing a virtual server for a development team
- B. An emergency change to apply a security patch
- C. The implementation of a workaround
- D. Managing an interruption to a service
Answer: A
Explanation:
A service request is a formal request from a user for something to be provided. Service requests are typically less complex and are either approved or denied based on the budget, need, or urgency.
An emergency change to apply a security patch (A) is not a service request because it is an urgent change that needs to be made to address a security vulnerability. The implementation of a workaround (B) is not a service request because it is a temporary solution to a problem. Managing an interruption to a service (D) is not a service request because it is an incident that needs to be resolved.
Providing a virtual server for a development team (C) is a service request because it is a request for a new service that can be fulfilled by the IT department.
NEW QUESTION # 195
Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?
- A. Wholesale customer view
- B. Supporting services view
- C. Retail customer view
- D. Service-based SLA view
Answer: B
NEW QUESTION # 196
Which of the following statements about 'outcomes' is TRUE?
- A. The level of expenses regarding a technology for a service is defined by an outcome
- B. An outcome depends on at least one output to deliver a result
- C. The delivery of products to a stakeholder is enabled by outcomes
- D. Outcomes provide assurance to stakeholders regarding the performance of a service
Answer: B
Explanation:
An outcome is a result for a stakeholder enabled by one or more outputs1. Outputs are tangible or intangible deliverables of an activity1. For example, a service provider may produce a report (output) that helps a customer make a decision (outcome)2. Reference: ITIL Foundation - ITIL 4 Edition, page 3; ITIL 4 - A Pocket Guide, page 13.
NEW QUESTION # 197
Which is a key requirement for successful service level agreements (SLAs)?
- A. They should be based on system-based metrics which are useful to the service provider
- B. They should avoid ambiguous targets such as those relating to user experience
- C. They should be written using language and terms which all parties will understand
- D. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
Answer: C
Explanation:
An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLAs are used to measure the performance of services from the customer's point of view, and it is important that they are agreed in the wider business context.
Some of the key requirements for successful SLAs include:
They must be related to a defined 'service' in the service catalogue. Individual metrics without a specified service context are unhelpful.
They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
They should reflect an 'agreement': an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
They must be simply written and easy to understand and use for all parties.
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20(SLAs)&text=Some%20of%20the%20key%20requirements,and%20not%20simply%20operational%20metrics.
NEW QUESTION # 198
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
- A. Partners and suppliers
- B. Value streams and processes
- C. Information and technology
- D. Organizations and people
Answer: A
NEW QUESTION # 199
What varies in size and complexity, and uses functions to achieve its objectives?
- A. A risk
- B. A practice
- C. An outcome
- D. An organization
Answer: D
NEW QUESTION # 200
Which is included in the purpose of the 'design and transition' value chain activity?
- A. Continually meeting stakeholder expectations for costs
- B. Supporting services according to specifications
- C. Ensuring that service components are available when needed
- D. Providing transparency and good stakeholder relationships
Answer: A
NEW QUESTION # 201
Which service value chain activity deals with the purchase of new products?
- A. Plan
- B. Engage
- C. Improve
- D. Obtain/build
Answer: D
Explanation:
In ITIL, there are six activities in the service value chain which represent the steps an organization takes in the creation of value:
Plan
Engage
Design and Transition
Obtain/Build
Deliver and Support
Improve
https://www.bmc.com/blogs/itil-service-value-chain/
NEW QUESTION # 202
Which practice provides users with a way to get various requests arranged, explained and coordinated?
- A. Service level management
- B. Continual improvement
- C. Relationship management
- D. Service desk
Answer: D
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 # 203
Which is the BEST type of resource for investigating complex incidents?
- A. Self-help systems
- B. Disaster recovery plans
- C. Knowledgeable support staff
- D. Detailed work instructions
Answer: C
NEW QUESTION # 204
Which statement about the 'four Ps' of service design is CORRECT?
- A. Processes refers to skill and training
- B. Products refers to producers and metrics
D18912E1457D5D1DDCBD40AB3BF70D5D - C. People refers to technology and tools
- D. Partners refers to suppliers and vendors
Answer: D
NEW QUESTION # 205
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
- A. Relationship management
- B. Change enablement
- C. Supplier management
- D. Service desk
Answer: A
NEW QUESTION # 206
Which guiding principle says that services and processes should NOT provide a solution for every exception?
- A. Collaborate and promote visibility
- B. Think and work holistically
- C. Keep it simple and practical
- D. Optimize and automate
Answer: D
NEW QUESTION # 207
Which statement about the 'incident management' practice is CORRECT?
- A. It maintains detailed procedures for diagnosing incidents.
- B. It resolves the highest impact incidents first.
- C. It authorizes changes to resolve incidents.
- D. It identifies the cause of major incidents.
Answer: B
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION # 208
Which dimension of service management considers the workflows and controls needed to deliver services?
- A. Information and technology
- B. Value streams and processes
- C. Organization and people
- D. Partners and suppliers
Answer: B
NEW QUESTION # 209
What is an incident?
- A. A result enabled by one or more outputs
- B. A possible future event that could cause harm
- C. A service interruption resolved by the use of self-help tools
- D. The planned removal of an item that might affect a service
Answer: C
NEW QUESTION # 210
Which of the following is the MOST important for effective incident management?
- A. A variety of access channels
- B. Collaboration tools and techniques
- C. Balanced scorecard review
- D. Automated pipelines
Answer: B
Explanation:
Explanation
Effective incident management often requires a high level of collaboration within and between teams as this can facilitate information-sharing and learning, as well as helping to solve the incident more efficiently and effectively. There may also be a need for good collaboration tools so that people working on an incident can work together effectively. One technique that takes advantage of collaboration is termed swarming. This brings many different stakeholders together to work on the issue. Management of incidents may require frequent interaction with third party suppliers, and routine management of this aspect of supplier contracts is often part of the incident management practice.
https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION # 211
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