Free PeopleCert ITIL 4 Foundation Exam Dumps and ITIL 4 Foundation Exam Questions

Question No: 11

MultipleChoice

Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

Options

ARelease management

BService desk

CProblem management

DSupplier management

Question No: 12

MultipleChoice

What is defined as a cause, or potential cause, of one or more incidents?

Options

AChange

BEvent

CKnown error

DProblem

Question No: 13

MultipleChoice

Which is a purpose of the 'relationship management' practice?

Options

ATo systematically observe services and service components

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

CTo be the entry point and single point of contact for the service provider with all of its users

DTo identify, analyze, monitor, and continually improve links with stakeholders

Question No: 14

MultipleChoice

Which is the CORRECT of the 'R' role in a RACI matrix?

Options

AThis role ensures that activities are executed correctly

BThis role has ownership of the end result

CThis role is involved in providing knowledge and input

DThis role ensures the flow of information to stakeholders

Question No: 15

MultipleChoice

What is the purpose of the 'relationship management' practice?

Options

ATo support the agreed quality of a service handling all agreed, userinitiated service requests

BTo set clear business-based targets for service performance

CTo establish and nurture the links between the organization and its stakeholders

DTo align the organization's practices and services with changing business needs

Question No: 16

MultipleChoice

Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions m service quality?

Options

AIncident management

BChange enablement

CService level management

DContinual improvement

Question No: 17

MultipleChoice

Which is a recommendation of the guiding principle 'think and work holistically'?

Options

AConduct a review of existing service management practices and decide what to keep and what to discard

BReview how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

CReview service management practices and remove any unnecessary complexity

DUse the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Question No: 18

MultipleChoice

What is the purpose of the 'relationship management' practice?

Options

ATo support the agreed quality of a service handling all agreed, userinitiated service requests

BTo set clear business-based targets for service performance

CTo establish and nurture the links between the organization and its stakeholders

DTo align the organization's practices and services with changing business needs

Question No: 19

MultipleChoice

Which statement about IT service management is CORRECT?

Options

AIt is performed by customers using a mix of IT systems, services and processes

BIt is performed by IT service providers using a mix of suppliers and their products

CIt is performed by the service desk using a mix of people, process and technology

DIt is performed by IT service providers using a mix of people, process and technology

Question No: 20

MultipleChoice

Which is the CORRECT of the 'R' role in a RACI matrix?

Options

AThis role ensures that activities are executed correctly

BThis role has ownership of the end result

CThis role is involved in providing knowledge and input

DThis role ensures the flow of information to stakeholders

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