ITIL ITIL-4-FOUNDATION RELIABLE SOURCE & VALID TEST ITIL-4-FOUNDATION EXPERIENCE

ITIL ITIL-4-Foundation Reliable Source & Valid Test ITIL-4-Foundation Experience

ITIL ITIL-4-Foundation Reliable Source & Valid Test ITIL-4-Foundation Experience

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ITIL 4 Foundation Exam Sample Questions (Q61-Q66):

NEW QUESTION # 61
An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?

  • A. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
  • B. Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
  • C. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
  • D. A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.

Answer: A

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


NEW QUESTION # 62
Which is the purpose of the 'monitoring and event management' practice?

  • A. To systematically observe services and service components, and record and report selected changes of state
  • B. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
  • C. To protect the information needed by the organization to conduct its business
  • D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Answer: A


NEW QUESTION # 63
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?

  • A. Think and work holistically
  • B. Progress iteratively with feedback
  • C. Keep it simple and practical
  • D. Star: where you are

Answer: C

Explanation:
Explanation
https://assyst.ifs.com/blog/the-7-guiding-principles-of-itil-4-0
Don't over-engineer solutions. Think about what you can do
Like focus on value, this principle is heavily focused on the prevention of waste. Waste correlates with complexity. Higher complexity means there are more opportunities for waste to creep into a system.
Focus on delivering the desired outcome, not building the most elegant and elaborate solution. Use the minimum number of steps to deliver that outcome, ensuring you are not over-processing (delivering quality above and beyond what is required).


NEW QUESTION # 64
What are the ITIL guiding principles used for?

  • A. To ensure that an organization's performance continually meets stakeholders' expectations
  • B. To help an organization make good decisions
  • C. To direct and control an organization
  • D. To identify activities that an organization must perform in order to deliver a valuable service

Answer: B


NEW QUESTION # 65
Which statement about the known error database (KEDB) is CORRECT?

  • A. It is a part of the configuration management database (CMDB) and contains workarounds
  • B. It is maintained by the service desk and updated with the details of each new incident
  • C. It is maintained by incident management and contains solutions to be implemented by problem
  • D. It is maintained by problem management and is used by the service desk to help resolve incidents

Answer: D

Explanation:
management


NEW QUESTION # 66
......

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