Free ITIL-4-Foundation Exam Dumps

Question 56

- (Exam Topic 3)
Which statement about service requests is CORRECT?

A. Complex service requests should be dealt with as normal changes
B. Service requests that require simple workflows should be dealt with as incidents
C. Service requests require workflows that should use manual procedures and avoid automation
D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

Correct Answer:D

Question 57

- (Exam Topic 1)
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

A. Change control
B. IT asset management
C. Service desk
D. Service request management

Correct Answer:D

Question 58

- (Exam Topic 1)
When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?

A. An organization should always use a single technique to ensure metrics are consistent
B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
C. An organization should always develop competencies in methodologies and techniques that will meet their needs
D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies

Correct Answer:C

Question 59

- (Exam Topic 2)
How does customer engagement contribute to the 'service level management' practice?
* 1. It captures information that metrics can be based on
* 2. It ensures the organization meets defined service levels
* 3. It defines the workflows for service requests
* 4. It supports progress discussions

A. 1 and 4
B. 3 and 4
C. 2 and 3
D. 1 and 2

Correct Answer:A

Question 60

- (Exam Topic 2)
What is a service?

A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
B. 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
C. A tangible or intangible deliverable of an activity
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

Correct Answer:B
Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/