CertsOut Exin-ITIL Dumps

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ITIL Foundation (V4)
Version: Demo
[ Total Questions: 10]
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Exin
ITIL
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Exam Topic Breakdown
Exam Topic Number of Questions
Topic 3 : Exam Pool B 3
Topic 4 : Exam Pool C 3
Topic 1 : Exam Pool Main 3
Topic 2 : Exam Pool A 1
TOTAL 10
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A. 
B. 
C. 
D. 
A. 
B. 
C. 
D. 
A. 
B. 
C. 
D. 
Topic 3, Exam Pool B
Question #:1 - (Exam Topic 3)
Identify the missing word in the following sentence.
A user is [?] that uses services.
an organization
a role
a team
a supplier
Answer: B
Question #:2 - (Exam Topic 3)
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
Focus on value
Think and work holistically
Optimize and automate
Collaborate and promote
Answer: B
Question #:3 - (Exam Topic 3)
What is a definition of a service improvement plan (SIP)?
A formal plan to implement improvements to a customer’s business processes
An input from availability management to service level management, detailing the service design plan
A formal plan to implement improvements to a service or process
An input from financial management for IT services to service level management, detailing the budget
plan
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Answer: C
Explanation
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A. 
B. 
C. 
D. 
A. 
B. 
C. 
D. 
A. 
B. 
C. 
D. 
Topic 4, Exam Pool C
Question #:4 - (Exam Topic 4)
Which is a use of a change schedule?
Speeding up the planning and authorization of emergency changes
Providing information about deployed changes to help manage incidents and problems
Providing a means of initiating and assessing normal changes
Tracking and managing improvement ideas from identification through to final action
Answer: B
Question #:5 - (Exam Topic 4)
Which guiding principle recommends consideration of the four dimensions in order to make something as
effective and as useful as it needs to be?
Focus on value
Start where you are
Think and work holisocally
Optimize and automate
Answer: D
Question #:6 - (Exam Topic 4)
What type of change is MOST likely to be managed as a service request?
A standard change
A normal change
An emergency change
An organizational change
Answer: B
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A. 
B. 
C. 
D. 
Topic 1, Exam Pool Main
Question #:7 - (Exam Topic 1)
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
Value streams and processes
Partners and suppliers
Information and technology
Organizations and people
Answer: A
Explanation
Value Streams & Processes
The value streams and processes dimension is concerned with how the various parts of the organization work
in an integrated and coordinated way to enable value creation through products and services. This dimension
defines the activities, workflows, controls and procedures needed to achieve agreed objectives. What matters
in service management is that an organization establishes an operating model that that effectively organizes the
key activities needed to manage products and services.
Value streams
A value stream is defined as a series of steps an organization undertakes to create and deliver products and
services to consumers.
Structuring the organization’s service and product portfolios around value streams allows it to have a clear
picture of what it delivers and how, and to make continual improvements to its services. By mapping its value
streams, an organization can identify what is critical, what introduces waste and what can be improved upon.
Processes
A process is defined as a set of interrelated or interacting activities that transform inputs into outputs.
Processes define the sequence of actions and their dependencies, as well as describe what is done to
accomplish an objective. Processes are underpinned by policies and can be broken down further through
procedures which outline what is done, when, and by whom.
https://www.bmc.com/blogs/itil-four-dimensions-service-management/
Question #:8 - (Exam Topic 1)
Which activity is NOT recommended by the start where you are' guiding principle?
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A. 
B. 
C. 
D. 
A. 
B. 
C. 
D. 
Involving people who are not familiar with a service when observing and assessing its activities
Applying risk management when considering to introduce new processes
Using source data to avoid any unintentional data distortion found in reports
Discarding existing processes before assessing their usefulness
Answer: D
Explanation
Don’t start from scratch and build something new without considering what you already have. It’s almost
always better to improve what you currently have than to throw it all away and start again, although you must
also be able to recognise when a complete replacement is, in fact, needed.
Not only is this approach less wasteful than starting from scratch – because it preserves value that you already
have – but it also helps you to keep your people on board. They’re much more likely to support the changes
you need if their previous contributions have been appropriately valued.
Don’t rely on metrics and reports to tell you what the current situation is. When you carry out an assessment
you should observe what is happening for yourself, and just use the metrics to support your observations.
https://www.sysaid.com/blog/itil/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions
Question #:9 - (Exam Topic 1)
Which practice ensures that a variety of access channels are available for users to report issues?
Service desk
Service level management
Incident management
Change enablement
Answer: A
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.
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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/
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A. 
B. 
C. 
D. 
Topic 2, Exam Pool A
Question #:10 - (Exam Topic 2)
What are ’engage’, ‘plan’ and ‘improve’ examples of?
Service value chain activitiesService level management
Service value chain inputs
Change control
Answer: A
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