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ITIL 4 Foundation Exam Sample Questions (Q99-Q104):

NEW QUESTION # 99
Which of the four dimensions contributes MOST to defining activities needed to deliver services?

A. Partners and suppliers
B. Information and technology
C. Organizations and people
D. Value streams and processes

Answer: D

Explanation:
Explanation
Value Streams & Processes
The value streams and processes dimension is concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services. This dimension defines the activities, workflows, controls and procedures needed to achieve agreed objectives. What matters in service management is that an organization establishes an operating model that that effectively organizes the key activities needed to manage products and services.
Value streams
A value stream is defined as a series of steps an organization undertakes to create and deliver products and services to consumers.
Structuring the organization's service and product portfolios around value streams allows it to have a clear picture of what it delivers and how, and to make continual improvements to its services. By mapping its value streams, an organization can identify what is critical, what introduces waste and what can be improved upon.
Processes
A process is defined as a set of interrelated or interacting activities that transform inputs into outputs.
Processes define the sequence of actions and their dependencies, as well as describe what is done to accomplish an objective. Processes are underpinned by policies and can be broken down further through procedures which outline what is done, when, and by whom.
https://www.bmc.com/blogs/itil-four-dimensions-service-management/

NEW QUESTION # 100
What can a change schedule be used for?

A. Speeding up the planning and authorization of emergency changes
B. Providing information about deployed changes to help manage incidents and problems.
C. Providing a way to initiate normal changes
D. Tracking and managing improvement ideas from identification through to final action

Answer: B

Explanation:
The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources. It can also be used after changes have been deployed to provide information needed for incident management, problem management, and improvement planning
https://www.bmc.com/blogs/itil-change-enablement/#:~:text=The%20change%20schedule%20is%20used,problem%20management%2C%20and%20improvement%20planning.

NEW QUESTION # 101
Which practice performs reviews to ensure that services continue to meet the needs of the customers?

A. Monitoring and event management
B. Service level management
C. Service desk
D. Change enablement

Answer: B

Explanation:
To set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
https://www.bmc.com/blogs/itil-management-practices/

NEW QUESTION # 102
Which organization delivers output or outcomes of a service?

A. A service consumer delivers outcomes of the service
B. A service provider delivers outputs of the service
C. A service provider delivers outcomes of the service
D. A service consumer delivers outputs of the service

Answer: C

Explanation:
When an organization acts as a service provider, it produces outputs that help its consumers to achieve certain outcomes. An output is defined as a tangible or intangible deliverable of an activity; for example, transportation from one location to another.
https://www.bmc.com/blogs/itil-key-concepts-service-management/

NEW QUESTION # 103
Which is recommended as pan of the 'progress iteratively with feedback' guiding principle?

A. Analyse the whole situation in detail before taking any action
B. Organize work into small manageable units
C. Reduce the number of steps that produce tangible results
D. Prohibit changes to plans after they have been finalized

Answer: B

Explanation:
The 'progress iteratively with feedback' guiding principle encourages organizations to break down complex initiatives into smaller, simpler, and more manageable units of work1. This principle also recommends seeking and acting on feedback from stakeholders, avoiding big-bang approaches, and adapting plans based on new information2. However, this principle does not advise prohibiting changes to plans, analysing the whole situation in detail, or reducing the number of steps that produce tangible results, as these would be contrary to the iterative and adaptive nature of this principle3. References: ITIL Foundation - ITIL 4 Edition, page
7; ITIL 4 - A Pocket Guide, page 27; ITIL 4 Practice Guide: Progress Iteratively with Feedback, page 9.

NEW QUESTION # 104
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