ITIL 4 questions with complete solution latest 2023

ITIL 4 questions with complete solution latest 2023What is the correct list of topics ITIL 4 Foundation covers? A. key concepts of service management, dimensions of service management, guiding principles, the service value system, the service value chain, and management practices B. key concepts of service management, the four Ps of service management, guiding principles, the service value system, the service value chain, and management practices C. key concepts of service management, dimensions of service management, guiding principles, the service lifecycle, the service value chain, and management practices D. key concepts of service management, dimensions of service management, guiding principles, the service value system, the service value chain, and processes and functions A. key concepts of service management, dimensions of service management, guiding principles, the service value system, the service value chain, and management practices What are the three levels of reflection and action in 'the sandwich approach'? organization, individual, and team Which statement is true? Culture influences the choice of technology, but technology does not influence culture. You should always work on processes before tools. Technology influences culture, and culture influences technology. Working on culture directly is a superior approach to working on technology to influence culture. Technology influences culture, and culture influences technology. Which statement is true? Dependencies can be inherent in technologies, but they can also be introduced by our work practices. Dependencies are only inherent in technologies. Dependencies can only be introduced through our work practices. Dependencies are inevitable and unavoidable. Dependencies can be inherent in technologies, but they can also be introduced by our work practices. Variations are a key driver for the need to ________. meet about things like changes and releases We value the first four ways over _____. enlightening and empowering people engineering and enforcing end-to-end process activities enacting and enabling outcomes lowering barriers and increasing enablers engineering and enforcing end-to-end process activities When improving moments of truth, our primary focus is on improving what two things? the interactions themselves and the settings in which they take place Who developed force field analysis? Kurt Lewin Practices, properly construed, are ________. what people do to drive toward outcomes In which kind of practices do we have activities and patterns and practices that we apply or modify to accommodate the situation as it changes to produce the best outcome in response to a changing situation? adaptive Broadly speaking, there are two approaches to managing things. What are they? focusing on activities or focusing on outcomes What was the lightweight approach introduced at the inception of service management called? improving 'moments of truth' Can you apply the concept of service relationships using the seventh way, individual, team and organization-level reflection and action? Yes, as service relationships exist at all three levels. When determining priority of addressing issues rated green, yellow, red, and gray, all other things being equal, what should the order be? Address red (critical) items first, along with grays (make these unknowns known). Then address yellows. In our color-coded rating system, what does gray mean? unknown What is an example of how you'd start applying 'enacting and enabling outcomes'? Start by identifying the outcomes for each service and practice, and rating each as unknown, good, degraded, or broken. What is considered to be a result for a stakeholder enabled by one or more outputs, according to ITIL? outcomes What are the 4 dimensions of service management Organizations & people Information & technology Partners & Suppliers Value steams & processes. Which concept includes the management of the customer's resources for a service? Service consumption Which dimension of service management focuses on a series of steps an organization undertakes to create and deliver products to consumers? Value streams and processes What is PESTLE? Political, Economic, Social, Technological, Legal, Environmental When applying the PESTLE model, you are looking for how each factor has _____ or _____ how you operate as a provider. constrained; influenced Relationships among partners, suppliers, and a provider can range from _____ to _____. flexible partnerships; formal agreements or contracts What are the three things we focus on when we enlighten and empower people? their skills, knowledge, and mindset What are the 5 ITIL Service Value Systems Guiding Principles, Governance, Service Value Chain, Practices, and Continual Improvement The first component of the Service Value System is _____. the seven ITIL guiding principles