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

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Question 131

Which statement about outcomes is CORRECT?

A.Outcomes enable products to be delivered to a stakeholder
B.An outcome defines the amount of money spent on technology for a service
C.An outcome depends on at least one output to deliver a result
D.Outcomes provide assurance to stakeholders on how a service performs

Correct Answer: C

It is important to understand the difference in these terms not just for clarity, but because outputs are much easier to measure than outcomes.
* Outputs are nearly always quantitative, with data available to show whether these have been delivered.
Outputs are easy to report on and to validate. There is no grey area.
* Outcomes are more challenging to verify because they are both qualitative and quantitative. Whether your outcomes have been achieved will rely, to a great extent, on the perception of the people who receive the service. Perceptions are not easy to measure or report on, but it is essential you find a way to do so.
https://www.bmc.com/blogs/outcomes-vs-outputs/

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Question 132

For which purpose would the continual improvement practice use a SWOT analysis?

A.Understanding the current state
B.Defining the future desired state
C.Tracking and managing ideas
D.Ensuring everyone actively participates

Correct Answer: A

Explanation
A SWOT (also known as SLOT) analysis is a powerful strategic planning tool used to evaluate the Strengths, Weaknesses/Limitations, Opportunities and Threats to a project or business
http://steppingstonesforbusiness.co.uk/wp-content/uploads/2012/07/FS116-SWOT-Analysis-for-Continuous-Imp

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Question 133

A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

A.costs
B.outcomes
C.outputs
D.risks

Correct Answer: B

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Question 134

Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

A.Monitoring and event management
B.Incident management
C.Service level management
D.IT asset management

Correct Answer: C

Explanation/Reference: https://advisera.com/20000academy/blog/2019/06/17/sfia-and-itil-a-winning-combination-for-it- businesses/

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Question 135

Which is the MOST important stakeholder group that a service provider needs to collaborate with?

A.Suppliers
B.Customers
C.Relationship managers
D.Developers

Correct Answer: B

The first important step is identifying and managing all the stakeholder groups that an organization deals with. The first and most obvious stakeholder group is the customers, as in service management the organization's main goal is to facilitate customer outcomes. Other examples of stakeholder collaboration include:
Developers working with other internal teams
Suppliers collaborating with the organization
Relationship managers collaborating with service consumers
Customers collaborating with each other
Internal and external suppliers collaborating with each other
The contribution to improvement of each stakeholder group at each level should be understood, as should the most effective methods to engage with them. Depending on the service and the relationship between the service provider and the service consumer, the expectations about the level and type of collaboration can vary significantly. It is important to involve stakeholders, and address their needs at all levels. Determining the type, method, and frequency of such messaging is one of the central activities related to communication.
https://www.bmc.com/blogs/itil-guiding-principles/

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