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Three formats of the ITIL ITIL-4-Foundation Exam Dumps

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ITIL 4 Foundation Exam Sample Questions (Q117-Q122):

NEW QUESTION # 117
Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?

A. Service-based SLA view
B. Wholesale customer view
C. Retail customer view
D. Supporting services view

Answer: D

NEW QUESTION # 118
Which is an activity in the 'Problem control' phase of problem management?

A. Documenting the steps in workaround
B. Re-assessing a known error to manage the ongoing impact.
C. Reviewing incident records to identity trends
D. Implementing a technical fix to resolve an issue

Answer: A

Explanation:
Problem Control. Problem control activities include problem analysis and documenting workarounds and known errors.
Just like incidents, problems will be prioritized based on the risk they pose in terms of probability and impact to services. Focus should be given to problems that have highest risk to services and service management.
https://www.bmc.com/blogs/itil-problem-management/#:~:text=2.,probability%20and%20impact%20to%20services.

NEW QUESTION # 119
What is a change schedule used for?

A. To help plan emergency changes
B. To help assign a change authority
C. To help manage normal changes
D. To help authorize standard changes

Answer: C

NEW QUESTION # 120
What is used as a tool to help define and measure performance?

A. An incident record
B. A change schedule
C. A continual improvement register
D. A service level agreement

Answer: B

NEW QUESTION # 121
Which of the following is a necessity to a successful service level agreement (SLAs)?

A. Vague targets, such as those related to user experience should be avoided
B. The language and terms used in the SLA should be commonly understood by all parties
C. In order to promote consistent service, they should be be carried forward, unchanged, from one year to the next
D. Base the SLA on system-based metrics that are useful to the service provider

Answer: B

Explanation:
A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies both services required and the expected level of service1. A necessity to a successful SLA is that the language and terms used in the SLA should be commonly understood by all parties, to avoid ambiguity, confusion, and disputes2. The other statements are not true because:
Base the SLA on system-based metrics that are useful to the service provider: The SLA should be based on customer-based metrics that are meaningful to the customer and reflect the value of the service2.
In order to promote consistent service, they should be carried forward, unchanged, from one year to the next: The SLA should be reviewed and updated regularly to reflect changing business needs, customer expectations, and service performance2.
Vague targets, such as those related to user experience should be avoided: The SLA should include both quantitative and qualitative targets, such as those related to user experience, satisfaction, and perception, as well as availability, reliability, and security2. Reference: ITIL Foundation - ITIL 4 Edition, page 16; ITIL 4 - A Pocket Guide, page 37; ITIL 4 Practice Guide: Service Level Management, page 8.

NEW QUESTION # 122
......

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