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ITIL 4 Foundation Exam Sample Questions (Q397-Q402):

NEW QUESTION # 397
Which is included in the purpose of the 'improve' value chain activity?

A. Ensuring continual engagement and good relationships with all stakeholders
B. Ensuring the continual improvement of practices across all value chain activities
C. Ensuring that services continually meet expectations for quality, costs, and lime to market
D. Ensuring a shared understanding of the improvement direction for services across the organization

Answer: B

Explanation:
The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
https://wiki.process-symphony.com.au/framework/lifecycle/service-value-systemitil-4/#:~:text=The%20purpose%20of%20the%20improve,four%20dimensions%20of%20service%20management.

NEW QUESTION # 398
Which dimension includes the knowledge needed for the management of services?

A. Information and technology
B. Organizations and people
C. Value streams and processes
D. Partners and suppliers

Answer: B

NEW QUESTION # 399
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

A. Change enablement
B. Service request management
C. Incident management
D. Service Request management

Answer: C

Explanation:
Explanation
Incident management is typically closely aligned with the service desk, which is the single point of contact for all users communicating with IT. When a service is disrupted or fails to deliver the promised performance during normal service hours, it is essential to restore the service to normal operation as quickly as possible.
https://www.bmc.com/blogs/itil-v3-incident-management/

NEW QUESTION # 400
Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?

A. Information and technology
B. Value streams and processes
C. Organizations and people
D. Partners and suppliers

Answer: B

NEW QUESTION # 401
Which is a risk that might be removed from a service consumer by an IT service?

A. Service provider ceasing to trade
B. Security breach
C. Cost of purchasing servers
D. Failure of server hardware

Answer: D

Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/

NEW QUESTION # 402
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