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ITIL-4-Foundation Exam Dumps - ITIL 4 Foundation Exam

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Question # 105

Identify the missing word(s) in the following sentence.

The purpose of the problem management practice is to reduce me likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [p] and known errors.

A.

events

B.

changes

C.

configuration items

D.

workarounds

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Question # 106

What do customer perceptions and business outcomes help to define?

A.

The value of a service

B.

Service metrics

C.

The total cost of a service

D.

Key performance indicators (KPIs)

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Question # 107

What MAIN factors are considered to assess the priority of an incident?

A.

The urgency and impact

B.

The impact and complexity

C.

The cost and urgency

D.

The complexity and cost

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Question # 108

What actions does a service desk take for all issues, queries and requests that are reported to them?

A.

Schedule, assess, authorize

B.

Diagnose, investigate, resolve

C.

Initiate, approve, fulfill

D.

Acknowledge, classify, own

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Question # 109

Which is a purpose of the 'service level management' practice?

A.

To establish and nurture the links between the organization and its stakeholders

B.

To ensure that the organization’s suppliers and their performance are managed appropriately

C.

To set clear business-based targets for service levels

D.

To support the agreed quality of a service handling all agreed, user-initiated service requests

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Question # 110

Which service management dimension is focused on activities and how these are coordinated?

A.

Partners and suppliers

B.

Information and technology

C.

Value streams and processes

D.

Organizations and people

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Question # 111

What is an event?

A.

The addition, modification, or removal of anything that could have a direct or indirect effect on services

B.

Any change of state that has significance for the management of a service or other configuration item

C.

Cause of one or more incidents

D.

An unplanned interruption to a service or reduction in the quality of a service

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Question # 112

Which ITIL concept describes governance?

A.

The service value system

B.

The service value chain

C.

The seven guiding principles

D.

The four dimensions of service management

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