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ITIL® 4 Foundation Exam 1 Questions and Answers 2024
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ITIL® 4 Foundation Exam 1
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ITIL® 4 Foundation Exam 1What is the definition of a service? - answerA service is 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.
Identify the missing word(s) in the following sentence. Utility is the [?] offered by a
product or service to meet a particular need. - answer Utility is the functionality offered
by a product or service to meet a particular need.
Identify the missing word in the following sentence. [?] is the practice of ensuring that
risks are properly assessed, authorizing changes to proceed, and managing a change
schedule in order to maximize the number of successful IT changes. - answer Change
enablement is the practice of ensuring that risks are properly assessed, authorizing
changes to proceed, and managing a change schedule in order to maximize the number
of successful IT changes.
Identify the missing word(s) in the following sentence. An event is any change of state
that has significance for the management of a(n) [?] or other configuration items. -
answerService: An event is any change of state that has significance for the
management of a service or other configuration item.
What is the purpose of the 'information security management' practice? -
answerInformation security management is the practice of protecting an organization by
understanding and managing risks to the confidentiality, integrity, and availability of
information.
What is the purpose of the 'monitoring and event management' practice? -
answerMonitoring and event management is the practice of systematically observing
services and service components and recording and reporting selected changes of state
identified as events.
What is the purpose of the 'incident management' practice? - answerIncident
management is the practice of minimizing the negative impact of incidents by restoring
normal service operation as quickly as possible.
What is defined as the practice of ensuring that accurate and reliable information about
the configuration of services, and the configuration items that support them, is available
when and where needed? - answerService configuration management is the practice of
ensuring that accurate and reliable information about the configuration of services, and
the configuration items that support them, is available when and where needed.
, Identify the missing word in the following sentence. The [?] is the practice of capturing
demand for incident resolution and service requests. - answerThe service desk is the
practice of capturing demand for incident resolution and service requests.
Dion Training has decided to offer two membership levels to their training programs.
The first membership level includes all of their video courses, practice exams, and study
guides for a single monthly fee. This plan does not provide the students with the actual
exam voucher to take the certification exams, though. What term best describes this
membership level which provides several services for a single price? - answerA service
offering is a description of one or more services, designed to address the needs of a
target consumer group (which may include goods, access to resources, and service
actions). In the case of this service offering, Dion Training is providing students with
everything they need to study for the certification exam (videos, practice exams, and a
study guide), but they are not providing the students with the actual exam voucher to
take the exam. The service provider may offer a different package or bundle that
provides the voucher as well.
What describes outputs? - answerAn output is a tangible or intangible deliverable of an
activity. For example, a 'Profit and Loss statement' being produced might be an output
of an accounting program.
What term best describes a person or a group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives? - answerAn
organization is a person or a group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives. An organization
can be an entire company, a department within a company, or even just a small group
of people focused around a singular set of objectives.
Which describes the nature of the guiding principles? - answerA guiding principle is
defined as a recommendation that can guide an organization in all circumstances and
will guide organizations when adopting service management. They are not described as
prescriptive or mandatory.
Which guiding principle is most affected by the customer experience (CX)? - answerThe
customer experience (CX) is an important element of value. The customer experience
must be actively managed. The service provider must know how service consumers use
each service and understand the entirety of the interactions that a customer has with an
organization and its products to fully understand the customer experience. This is
mainly identified and explored through a 'focus on value'.
Dion Training Solutions wants to build a new service to automatically fulfill exam
voucher orders for students. Currently, exam vouchers are fulfilled manually by a staff
member once the order is received from the student by copying and pasting the voucher
number from a spreadsheet into an email template and sending out the email to the
students. Before attempting to automate this fulfillment process, the team lead takes an
inventory of the current services, processes, and procedures that are being used by the
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