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

The consumer demand for the service

The time that the customer indicates for service delivery

The service levels of the supplier

The time needed to realistically deliver the service

Change control

Problem management

Service desk

Service catalogue management

By paying for the service

By managing server hardware

By communicating constraints

By managing staff availability

The service desk should work in close collaboration with support and development teams

The service desk should rely on self-service portals instead of escalation to support teams

The service desk should remain isolated from technical support teams

The service desk should escalate all technical issues to support and development teams

Immediate escalation

Specialist teams

A separate process

Third party support

Organizations and people

Partners and suppliers

Information and technology

Value streams and processes

As soon as a solution for the problem has been identified

As soon as a workaround for the problem has been identified

As soon as the analysis of the frequency and impact of incidents justifies the change

As soon as the analysis of cost, risks and benefits justifies the change

Incident management

Continual improvement

Service request management

Problem management

Monitoring and event management

Service level management

Change enablement

Service desk

Single system-based metrics

Metrics for the percentage of uptime of a service

Operational metrics

Metrics linked to defined outcomes

Problem identification, problem control, error control

Problem analysis, error identification, incident resolution

Problem logging, problem classification, problem resolution

Incident management, problem management, change control

The ‘improve’ value chain activity

The ‘continual improvement register’

The ‘continual improvement model’

The ‘engage’ value chain activity

IT asset management and software asset management

Operational and technical management

IT asset management and technical management

Operational management and IT asset management

As an event

As a problem

As a service request

As a change request

Make ‘focus on value’ a responsibility of the management

Focus on the value of new and significant projects first

Focus on value for the service provider first

Focus on value at every step of the improvement