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

A set of specialized assets for transitioning services into the live operational environment

A set of specialized organizational capabilities for delivering value to customers in the form of services

The capability of supplier to deliver services to providers in exchange for money

The capability of service providers to minimize their costs without reducing the value of the services

Incident management

Service request management

Service level management

IT asset management

Service desk

Service level management

Service request management

Service configuration management

Service requests that cannot be automated should be handled as incidents

Service requests and their fulfillment should be automated as much as possible

Service requests that cannot be automated should be handled as problems

Service requests and their fulfillment should be carried out by service desk staff without automation

A change authority should be assigned to each type of change and change model

Centralizing change authorization to a single person is the most effective means of authorization

The authorization of normal changes should be expedited to ensure they can be implemented quickly

Standard changes are high risk and should be authorized by the highest level of change authority

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

The degradation of a service

The replacement of a toner cartridge

The provision of a laptop

A complaint about a support team

Service management

Warranty

Cost

Utility

Service level management

Relationship management

Continual improvement

Service desk

Change control

Problem management

Service level management

Continual improvement

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

What is the vision?

How do we get there?

Take action

Did we get there?

1 and 2

2 and 3

3 and 4

1 and 4

Management information systems and tools

Risk analysis and management approach

Management policy for business case creation

Corporate governance and policy

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