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[General] Latest ITIL-4-Foundation Test Materials | ITIL-4-Foundation Frenquent Update

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【General】 Latest ITIL-4-Foundation Test Materials | ITIL-4-Foundation Frenquent Update

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ITIL 4 Foundation Exam Sample Questions (Q99-Q104):NEW QUESTION # 99
What is used to link activities within the service value chain?
  • A. Service level agreements
  • B. Opportunity, demand and value
  • C. Service desk
  • D. Inputs, outputs and triggers
Answer: B

NEW QUESTION # 100
Which activity is NOT recommended by the 'start where you are' guiding principle?
  • A. Discarding existing processes before assessing their usefulness
  • B. Using source data to avoid any unintentional data distortion found in reports
  • C. Involving people who are not familiar with a service when observing and assessing its activities
  • D. Applying risk management when considering to introduce new processes
Answer: A
Explanation:
The 'start where you are' guiding principle advises organizations to observe and understand the current state of affairs before initiating any improvement or change1. This principle also recommends using source data, involving people who know the service, and applying risk management when considering new processes2. However, this principle does not suggest discarding existing processes before assessing their usefulness, as this would be wasteful and potentially harmful3. Reference: ITIL Foundation - ITIL 4 Edition, page 7; ITIL 4 - A Pocket Guide, page 26; ITIL 4 Practice Guide: Start Where You Are, page 9.

NEW QUESTION # 101
Which practice provides a communications point for users to report operational issues, queries and requests?
  • A. Service desk
  • B. Relationship management
  • C. Incident management
  • D. Continual improvement
Answer: A
Explanation:
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
https://www.bmc.com/blogs/itil-service-desk/

NEW QUESTION # 102
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
  • A. Continual service improvementD18912E1457D5D1DDCBD40AB3BF70D5D
  • B. Service operation
  • C. Service strategy
  • D. Service transition
Answer: A

NEW QUESTION # 103
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 use an approach that combines Lean, Agile and DevOps methodologies
  • D. An organization should always develop competencies in methodologies and techniques that will meet their
    needs
Answer: D

NEW QUESTION # 104
......
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