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The IT Infrastructure Library (ITIL) is a framework of best practices for IT service management (ITSM) that has become the industry standard for managing IT services. The ITIL 4 Foundation certification exam is the entry-level certification for IT professionals who want to learn about and apply the latest version of ITIL Framework. ITIL 4 Foundation Exam certification is designed to provide a comprehensive understanding of ITIL 4 and how it can be applied to improve IT service management.

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ITIL 4 Foundation Exam Sample Questions (Q133-Q138):

NEW QUESTION # 133
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?

• A. Service level management
• B. Service request management
• C. Supplier Management
• D. Service desk

Answer: B

Explanation:
Explanation
In order to be aligned to customer outcomes and expectations, SLM requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers:
Engagement is needed to understand and confirm the actual ongoing needs and requirements of customers, not simply what is interpreted by the service provider or has been agreed several years before. ITIL4 refers to value as being co-created, since it needs the input and validation of customers.
Listening is important as a relationship-building and trust-building activity, to show customers that they are valued and understood. This helps to move the provider away from always being in 'solution mode' and to build new, more constructive partnerships. Each customer is unique, and the service provider must not have a one-size-fits-all approach.
The activities of engaging and listening provide a great opportunity to build improved relationships and to focus on what really needs to be delivered. They also give service delivery staff an experience-based understanding of the day-to-day work that is done with their technology, enabling them to deliver a more business-focused service. When the customer is engaged and listened to, they feel valued and their perception of the service and service management activities improves.
https://www.bmc.com/blogs/itil-service-level-management/

 

NEW QUESTION # 134
Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment

• A. 1, 3 and 4 only
• B. 1, 2 and 4 only
• C. 1, 2 and 3 only
• D. 2, 3 and 4 only

Answer: D

 

NEW QUESTION # 135
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

• A. Service-based SLA view
• B. Retail customer view
• C. Supporting services view
• D. Wholesale customer view

Answer: C

 

NEW QUESTION # 136
Which is an example of a business related measurement?

• A. The number of problems resolved
• B. The average time to response to change requests
• C. The average resolution time for incidents
• D. The number of passengers checked in

Answer: D

 

NEW QUESTION # 137
Which TWO are important aspects of the 'service request management' practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals

• A. 1 and 2
• B. 3 and 4
• C. 2 and 3
• D. 1 and 4

Answer: D

Explanation:
Reference: https://www.bmc.com/blogs/itil-service-request-management/

 

NEW QUESTION # 138
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