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ITIL 4 Foundation Exam Sample Questions (Q454-Q459):

NEW QUESTION # 454
A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?

A. Event
B. Problem
C. Incident
D. Known error

Answer: B

NEW QUESTION # 455
Which statement about costs is CORRECT?

A. Costs imposed on the consumer are costs of service utility
B. Costs imposed on the consumer are costs of service warranty
C. Costs removed from the consumer are part of service consumption
D. Costs removed from the consumer are part of the value proposition

Answer: D

NEW QUESTION # 456
Which value chain activity communicates the current status of all four dimensions of service management?

A. Engage
B. Improve
C. Plan
D. Obtain/build

Answer: C

NEW QUESTION # 457
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. Base the SLA on system-based metrics that are useful to the service provider
C. In order to promote consistent service, they should be be carried forward, unchanged, from one year to the next
D. The language and terms used in the SLA should be commonly understood by all parties

Answer: D

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 # 458
Which guiding principle recommends collecting data before deciding what can be re-used?

A. Keep it simple and practical
B. Focus on value
C. Start where you are
D. Progress interactively with feedback

Answer: C

NEW QUESTION # 459
......

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