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ITIL 4 Foundation Exam Sample Questions (Q94-Q99):

NEW QUESTION # 94
Which statement about IT service management is CORRECT?

A. It is performed by customers using a mix of IT systems, services and processes
B. It is performed by the service desk using a mix of people, process and technology
C. It is performed by IT service providers using a mix of suppliers and their products
D. It is performed by IT service providers using a mix of people, process and technology

Answer: D

NEW QUESTION # 95
What is defined as any component that needs to be managed in order to deliver an IT service?

A. An incident
B. A service request
C. A configuration item (CI)
D. An IT asset

Answer: C

NEW QUESTION # 96
A user wants to know how to create a report so they come into contact with the service desk.
Which practice is MOST likely to help with the solution of this issue?

A. Service request management
B. Change enablement
C. Service level management
D. Incident management

Answer: A

Explanation:
The service request management practice supports the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner1. A service request is a request from a user or a user's authorized representative that initiates a service action that has been agreed as a normal part of service delivery2. A user wanting to know how to create a report is an example of a service request that can be handled by the service request management practice3. The other statements are not true because:
Incident management: The incident management practice restores normal service operation as quickly as possible after an interruption or reduction in quality of an IT service1. A user wanting to know how to create a report is not an incident, as it does not affect the availability or performance of a service2.
Service level management: The service level management practice sets clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets1. This practice does not directly handle user requests, but it may define the service level agreements (SLAs) and service level objectives (SLOs) that apply to them2.
Change enablement: The change enablement practice maximizes the number of successful service and product changes by ensuring that risks have been properly assessed, authorized, and managed within a schedule1. A change is the addition, modification, or removal of anything that could have a direct or indirect effect on IT services2. A user wanting to know how to create a report is not a change, as it does not alter the configuration or functionality of a service component2. Reference: ITIL Foundation - ITIL 4 Edition, page 16; ITIL 4 - A Pocket Guide, page 37; ITIL 4 Practice Guide: Service Request Management, page 7.

NEW QUESTION # 97
What is important for a 'continual improvement register' (CIR)?

A. Improvement ideas from many sources are kept in a single CIR
B. Improvement ideas that are not being actioned immediately are removed from the CIR
C. Improvement ideas are documented, assessed and prioritized
D. Improvement ideas are tested, funded and agreed

Answer: C

NEW QUESTION # 98
Which statement BEST describes the value of service strategy to the business?

A. It enables the service provider to understand what levels of service will make their customers successful
B. It allows higher volumes of successful change
C. It reduces the duration and frequency of service outages
D. It reduces unplanned costs through optimized handling of service outages

Answer: A

NEW QUESTION # 99
......

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