Valid ITIL-4-Foundation Practice Test Dumps with 100% Passing Guarantee [Aug-2026]
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NEW QUESTION # 61
Which is NOT a key focus of the 'information and technology' dimension?
- A. Security and compliance
- B. Roles and responsibilities
- C. Workflow management and inventory systems
- D. Communication systems and knowledge bases
Answer: B
NEW QUESTION # 62
Which describes the 'plan' value chain activity?
- A. It ensures continual improvement of products, services, and practices across all value chain activities
- B. It ensures a shared understanding of the current status and vision for all products and services across the organization
- C. It ensures that service components are available when and where they are needed, and meet agreed specifications
- D. It ensures that services are delivered and supported according to agreed specifications and stakeholders expectations
Answer: B
NEW QUESTION # 63
Which practice ensures that a variety of access channels are available for users to report issues?
- A. Service desk
- B. Service level management
- C. Incident management
- D. Change enablement
Answer: A
Explanation:
Explanation
Service desks provide a variety of channels for access including:
Phone calls, which can include specialized technology, such as interactive voice response (IVR), conference calls, voice recognition, and others.
Service portals and mobile applications, supported by service and request catalogues, and knowledge bases.
Chat, through live chat and chatbots.
Email for logging and updating, and for follow-up surveys and confirmations.
Walk-in service desk (which are becoming more prevalent in some sectors, such as higher education, where there are high peaks of activity that demand physical presence)., Text and social media messaging, which are useful for notifications in case of major incidents and for contacting specific stakeholder groups, but can also be used to allow users to request support.
Public and corporate social media and discussion forums for contacting the service provider and for peer-to-peer support.
https://www.bmc.com/blogs/itil-service-desk/
NEW QUESTION # 64
Which of the four dimensions focuses or managing data in compliance with industry regulations?
- A. Organizations and people
- B. Value streams and processes
- C. Information and technology
- D. Partners and suppliers
Answer: A
Explanation:
ITILhas defined four dimensions that collectively are critical to the effective and efficient delivery of value to customers and other stakeholders in the form of products and services. These dimensions are:
* Organizations and People
* Information and Technology
* Partners and Suppliers
* Value Streams and Processes
https://www.bmc.com/blogs/itil-four-dimensions-service-management/
NEW QUESTION # 65
Which practice conducts reviews to validate that services are covering the needs of the customer?
- A. Monitoring and event management
- B. Service level management
- C. Service desk
- D. Change enablement
Answer: B
Explanation:
The purpose of the service level management practice is 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 targets1. This practice conducts reviews to validate that services are covering the needs of the customer and to identify areas for improvement2. References: ITIL Foundation - ITIL 4 Edition, page 16; ITIL 4 - A Pocket Guide, page 37; ITIL 4 Practice Guide: Service Level Management, page 7.
NEW QUESTION # 66
What is used as a tool to help define and measure performance?
- A. A change schedule
- B. A continual improvement register
- C. An incident record
- D. A service level agreement
Answer: D
Explanation:
In ITIL 4, the service level management practice is responsible for setting clear, agreed targets for service performance and ensuring that services are delivered in line with these targets.
A key tool used in this practice is the service level agreement (SLA). An SLA is an agreement between a service provider and a customer that:
* Defines the expected level of service
* Documents specific, measurable service targets (such as availability, response time, resolution time)
* Provides a basis to monitor and measure performance against those targets Because SLAs describe measurable service targets and are used to assess whether the service provider is meeting those targets, they are explicitly used as a tool to help define and measure performance. This aligns directly with the wording in the question.
* A. A continual improvement register (CIR)The CIR is used in the continual improvement practice to record, track, and manage improvement opportunities and activities. It supports managing improvements, not defining and measuring service performance targets.
* B. An incident recordThis belongs to the incident management practice. Incident records are used to log, manage, and track incidents (unplanned interruptions or reductions in service). They are not designed as tools to define or measure ongoing service performance.
* C. A change schedulePart of the change enablement practice, the change schedule is used to plan and communicate the timing of changes. It coordinates when changes will occur but does not define or measure service performance levels.
Therefore, the correct answer is D. A service level agreement, as it is the formal tool used to define and measure service performance in ITIL 4.
* ITIL 4 Foundation: Service level management practice - purpose and key terms (including service level agreements)
* ITIL 4 Foundation: Concept of SLAs as documents that define and measure service performance targets
* ITIL 4 Foundation: Overviews of Continual Improvement, Incident Management, and Change Enablement practices and their key records (CIR, incident records, change schedules)
NEW QUESTION # 67
Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services
- A. configuration item
- B. risk
- C. change
- D. problem
Answer: C
NEW QUESTION # 68
Which does the ITIL service value system discourage?
- A. Organizational silos
- B. Organizational agility
- C. Coordinated authorities and responsibilities
- D. Interfaces among practices
Answer: A
Explanation:
Architecture of the ITIL SVS specifically enables flexibility and discourages siloed working. This is because the service value chain and practices do not form a fixed, rigid structure, but rather they can be combined in multiple value streams to address the needs of the organization in a variety of scenarios, with open flow of communication across the many interfaces.
NEW QUESTION # 69
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
- A. revised processes
- B. new methods
- C. additional measurements
- D. existing information
Answer: D
NEW QUESTION # 70
What is a definition of a problem?
- A. Any change of state that has significance for the management of a configuration item (CI)
- B. An unplanned interruption to a service, or reduction in the quality of a service
- C. An incident for which a full resolution is not yet available
- D. A cause, or potential cause, of one or more incidents
Answer: D
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-problem-management/
NEW QUESTION # 71
Which practice is most likely to benefit from the use of chatbots?
- A. Continual improvement
- B. Service desk
- C. Service level management
- D. Change enablement
Answer: B
NEW QUESTION # 72
What is the difference between the 'incident management' and 'service desk' practices?
- A. incident management manages interruptions to service desk monitors achieved service quality
- B. Incident management restores service operation, service desk provides communication with users
- C. incident management resolves complex issues, service desk resolve simpler issues.
- D. incident management resolves issues, service desk investigates the underlying causes of issues
Answer: B
Explanation:
A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as "how do I do X?").
https://www.atlassian.com/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm#:~:text=A%20help%20desk%20is%20considered,I%20do%20X%3F%E2%80%9D).
NEW QUESTION # 73
What is an incident?
- A. A service interruption resolved by the use of self-help tools
- B. A result enabled by one or more outputs
- C. A possible future event that could cause harm
- D. The planned removal of an item that might affect a service
Answer: A
NEW QUESTION # 74
A service offering may include, access to resources, and service actions, which is an example of a service action?
- A. A password allows a user connect to a Wifi network
- B. A mobile phone enables a user to work remotely
- C. A license allows a user to install a software product
- D. A service desk agent provides support to user.
Answer: D
NEW QUESTION # 75
What is the definition of "service management"?
- A. Join activities performed by a service provider and a service consumer to ensure continual value co- creation
- B. A result for a stakeholder enabled by one or more outputs
- C. A formal description of one or more services, designed to address the needs of a target consumer group
- D. A set of specialized organizational capabilities for enabling value for customers in the form of services.
Answer: D
Explanation:
Service management is a set of specialized organizational capabilities for enabling value for customers in the form of services. These capabilities include tangible things like capital, people, and equipment, and can also include intangible things like knowledge, management and skills. These capabilities can also include intangible things, like knowledge, management, and skills.
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Service%20management%20is%
20a%20set,like%20knowledge%2C%20management%20and%20skills.
NEW QUESTION # 76
Which gives a user access to a system?
- A. Service provision
- B. Service requirement
- C. Service consumption
- D. Service agreement
Answer: A
NEW QUESTION # 77
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ITIL 4 Foundation exam is ideal for professionals who are interested in IT service management and want to learn about the ITIL framework. It is also suitable for individuals who are already working in IT and want to improve their knowledge and skills in this area. ITIL 4 Foundation Exam certification is recognized globally and is a valuable addition to any IT professional's resume.
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