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

Inputs, outputs and triggers

Work instructions, procedures and roles

Resources, capabilities and metrics

Process owner, policy and objectives

Improvement ideas are documented, assessed and prioritized

Improvement ideas from many sources are kept in a single CIR

Improvement ideas that are not being actioned immediately are removed from the CIR

Improvement ideas are tested, funded and agreed

Known error is the status assigned to a problem after it has been analysed

A known error is the cause of one or more problems

Known errors cause vulnerabilities, problems cause incidents

Known errors are managed by technical staff, problems are managed by service management staff

The number of passengers checked in

The average time to response to change requests

The average resolution time for incidents

The number of problems resolved

Improve

Engage

Obtain/build

Plan

Progress iteratively with feedback

Focus on value

Optimize and automate

Start where you are

Changes to service levels

Changes to products and services

Changes to organizational structure

Changes to skills and competencies

Collaborate and promote visibility

Focus on value

Start where you are

Keep it simple and practical

Definitive media library (DML)

Configuration management system (CMS)

Statement of requirements (SOR)

Standard operating procedures (SOP)

Focus on value

Think and work holistically

Optimize and automate

Collaborate and promote

Continual improvement participation should be limited to a small dedicated team.

It is the role of senior management to authorize improvement initiatives.

Training should be provided to those involved in continual improvement.

A single continual improvement register should be maintained by senior management.

To produce service design packages and ensure they are handed over to service transition

To assess and evaluate all changes and their impact on service designs

To document the initial structure and relationship between services and customers

To gather and document new service level requirements from the customer

To help automated matching of incidents to problems or known errors

To identify which support team the incident should be escalated to

To ensure that incidents with the highest business impact are resolved first

To encourage a high level of collaboration within and between teams

Meeting stakeholder expectations for time to market

Understanding the organization’s service vision

Understanding stakeholder needs

Providing services to agreed specifications

Supplier management

Change enablement

Relationship management

Service desk