ITIL-4-Foundation Exam Dumps - ITIL 4 Questions and Answers

A possible event that could cause harm or loss, or make it more difficult to achieve objectives

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

A tangible or intangible deliverable of an activity

Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings

Service requests are usually normal changes that can be implemented quickly without authorization

Emergency changes are changes that must be fully tested and fully documented prior to implementation

Standard changes are changes that need to be scheduled, assessed and authorized following a standard process

Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Service operation

Service transition

Continual service improvementD18912E1457D5D1DDCBD40AB3BF70D5D

Service strategy

1 and 2

2 and 3

3 and 4

1 and 4

Customer portfolio, service catalogue and retired services

Customer portfolio, configuration management system and service catalogue

Service pipeline, service catalogue and retired services

Service pipeline, configuration management system and service catalogue

It determines the priority assigned to the incident

It determines how the service provider is perceived

It helps direct the incident to the correct support area

It ensures that incidents are resolved in timescales agreed with the customer

To protect the information needed by the organization to conduct its business

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

'focus on value' guiding principle

service value system

'service request management' practice

four dimensions of service management

A set of interconnected activities that help an organization deliver a valuable service

A description of one or more services that help address the needs of a target consumer group

A set of specialized organizational capabilities for enabling value for customers

Recommendations that help an organization when adopting a service management approach

The service value system

The service value chain

The seven guiding principles

The four dimensions of service management

Service level management

Relationship management

Continual improvement

Service desk

The review and authorization of a change requested by a customer

The implementation of a critical software patch in response to a vendor security Issue

The Installation of a software application in response to a service request

The replacement of a component in response to a major incident

A request to implement a security patch

A request to provide a laptop

A request to resolve an error in a service

A request to change a target in a service level agreement

A change

An event

An incident

A problem

Service request management

Incident management

Service desk

Change enablement