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ITIL-4-Foundation Latest Braindumps Sheet | Standard ITIL-4-Foundation Answers

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ITIL 4 Foundation Exam Sample Questions (Q462-Q467):

NEW QUESTION # 462
Which of the following statements about change authorization is CORRECT?

A. Ensuring that changes are authorized after their deployment is done by the change authority
B. Every time a standard change is requested a change authority is assigned
C. The change type and model is the basis for assigning the change authority
D. The technician making an emergency change can authorize such changes

Answer: C

Explanation:
The change enablement practice maximizes the number of successful service and product changes by ensuring that risks have been properly assessed, authorized, and managed within a schedule1. Change authorization is the activity of verifying that a proposed change is desirable, viable, and achievable before committing to its implementation2. The change type (standard, normal, or emergency) and model (a predefined approach for handling a specific type of change) is the basis for assigning the change authority (the role that can authorize a change)2. The other statements are incorrect because:
A standard change is a low-risk, pre-authorized change that follows an agreed procedure and does not require authorization at the point of implementation2.
An emergency change is a high-priority change that must be implemented as soon as possible to resolve an incident or implement a security patch2. An emergency change must be authorized by an emergency change authority (ECA), which is usually a subset of the normal change authority (CAB)2.
Ensuring that changes are authorized before their deployment is done by the change enabler (the role that coordinates all aspects of a change)2. Reference: ITIL Foundation - ITIL 4 Edition, page 16; ITIL 4 - A Pocket Guide, page 39; ITIL 4 Practice Guide: Change Enablement, page 7.

NEW QUESTION # 463
Which statement about problems is CORRECT?

A. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
B. Problems must be resolved quickly in order to restore normal business activity.
C. Problems are not related to incidents.
D. Problem prioritization involves risk assessment.

Answer: B

Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-problem-management/

NEW QUESTION # 464
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

A. Restricting information about the improvement to essential stakeholders only.
B. Involving customers after all planning has been completed.
C. Engaging every stakeholder group in the same way, with the same communication.
D. Increasing collaboration and visibility for the improvement.

Answer: B

Explanation:
Reference: https://www.sysaid.com/blog/entry/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you- make-decisions

NEW QUESTION # 465
An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?

A. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
B. A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.
C. Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
D. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

Answer: D

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

NEW QUESTION # 466
Which of the following is a necessity to a successful service level agreement (SLAs)?

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

Answer: A

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. References: ITIL Foundation - ITIL 4 Edition, page 16; ITIL4 - A Pocket Guide, page 37; ITIL4 Practice Guide: Service Level Management, page 8.

NEW QUESTION # 467
......

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David Ross David Ross

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