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ITIL Certification
ITIL-4-Foundation Exam
ITIL.ITIL-4-Foundation.v2024-10-09.q279 Dumps

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Question 41

Which is a key requirement for successful service level agreements (SLAs)?

A.They should be written using language and terms which all parties will understand
B.They should be based on system-based metrics which are useful to the service provider
C.They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
D.They should avoid ambiguous targets such as those relating to user experience

Correct Answer: A

An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLAs are used to measure the performance of services from the customer's point of view, and it is important that they are agreed in the wider business context.
Some of the key requirements for successful SLAs include:
* They must be related to a defined 'service' in the service catalogue. Individual metrics without a specified service context are unhelpful.
* They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
* They should reflect an 'agreement': an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
* They must be simply written and easy to understand and use for all parties.
https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20(SLA

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Question 42

Which is included in the purpose of the 'improve' value chain activity?

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

Correct Answer: A

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

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Question 43

What is the MOST LIKELY reason mat incident management would need a temporary team to work together?

A.To escalate an incident to a supplier or partner
B.So users can resolve their own incidents with self-help
C.To resolve a complex or major incident
D.So customers and users are provided with timely updates

Correct Answer: C

The incident management practice aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible1. A complex or major incident is an incident that has a significant impact or urgency for the business and requires a high level of coordination and resources to resolve2. This may require a temporary team to work together, such as a major incident team or a swarming team3. Reference: ITIL Foundation - ITIL 4 Edition, page 14; ITIL 4 - A Pocket Guide, page 32; ITIL 4 Practice Guide: Incident Management, page 8.

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Question 44

Service transition contains detailed descriptions of which processes?

A.Change management, service asset and configuration management, release and deployment management
B.Change management, capacity management, event management, service request management
C.Service asset and configuration management, release and deployment management, request fulfillment
D.Service level management, service portfolio management, service asset and configuration management

Correct Answer: A

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Question 45

Which practice needs people who understand complex systems and have creative and analytical skills?

A.Service level management
B.Service request management
C.Problem management
D.Change enablement

Correct Answer: C

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