Free ITIL-4-Foundation Exam Dumps

- (Exam Topic 1)
How should automation be implemented?

Correct Answer:C

- (Exam Topic 2)
An SLA is a service level agreement.
Which describes the ‘watermelon SLA’ effect?

A. A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers’ experiences.
B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
C. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
D. Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

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

- (Exam Topic 2)
Which is included in the purpose of the ‘service level management’ practice?

A. To maximize the number of successful service and product changes
B. To ensure accurate information about the configuration of services is available
C. To set clear business-based targets for service levels
D. To ensure that suppliers and their performance are managed appropriately

Correct Answer:C

- (Exam Topic 1)
What is the expected outcome from using a service value chain?

Correct Answer:B

- (Exam Topic 1)
Which is part of service provision?

Correct Answer:A