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NEW QUESTION # 202
What is the BEST description of the purpose of service operation?
- A. To proactively prevent all outages to IT services
- B. To deliver and manage IT services at agreed levels to business users and customers
- C. To decide how IT will engage with suppliers during the service lifecycle
- D. To design and build processes that will meet business needs
Answer: B
NEW QUESTION # 203
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
- A. Focus on value
- B. Optimize and automate
- C. Think and work holisocally
- D. Start where you are
Answer: B
NEW QUESTION # 204
What is the name of the group that should review changes that must be implemented faster than the normal change process?
- A. Urgent change authority (UCA)
- B. Technical management (TM)
- C. Emergency change advisory board (ECAB)
- D. Urgent change board (UCB)
Answer: C
NEW QUESTION # 205
Which statement about a 'continual improvement register' is CORRECT?
- A. It should be managed at the senior level of the organization
- B. It should be used to capture user demand
- C. It should be re-prioritized as ideas are documented
- D. There should only be one for the whole organization
Answer: C
NEW QUESTION # 206
What does 'change enablement' PRIMARILY focus on?
- A. Changes to products and services
- B. Changes to skills and competencies
- C. Changes to service levels
- D. Changes to organizational structure
Answer: A
NEW QUESTION # 207
Which of the following areCORRECTService Design Aspects?
1) Service Solutions for new or changed services 2) Management policies and guidelines 3) Business requirements technology and management architectures 4) Process requirements technology and management architectures
- A. 1 and 4
- B. 3 and 4
- C. 1 and 2
- D. 2 and 3
Answer: A
NEW QUESTION # 208
Which areas of service management can benefit from automation?
1.Design andmodeling
2.Reporting
3.Pattern recognition and analysis
4.Detection and monitoring
- A. 2, 3 and 4 only
- B. All of the above
- C. 1, 3 and 4 only
- D. 1, 2 and 3 only
Answer: B
NEW QUESTION # 209
What is an incident?
- A. The planned removal of an item that might affect a service
- B. A service interruption resolved by the use of self-help tools
- C. A result enabled by one or more outputs
- D. A possible future event that could cause harm
Answer: B
NEW QUESTION # 210
The remediation plan should be evaluated at what point in the change lifecycle?
- A. After the post implementation review has identified a problem with the change
- B. Immediately after the change has failed and needs to be backed out
- C. Before the change is approved
- D. After implementation but before the post implementation review
Answer: C
NEW QUESTION # 211
Which statement about outcomes is CORRECT?
- A. Outcomes rely on outputs to deliver results for a stakeholder.
- B. Outcomes use activities to produce tangible or intangible deliverables.
- C. Outcomes help a service consumers to assess the cost of a specific activity
- D. Outcomes gives service consumers assurance of products or services
Answer: A
NEW QUESTION # 212
Which one of the following are the two primary elements that create value for customers?
- A. Service requirements and warranty
- B. Customer and user satisfaction
- C. Value on investment (VOI) and return on investment (ROI)
- D. Resources andcapabilities
Answer: D
NEW QUESTION # 213
Which BEST describe the focus of the 'think and work holistically' principle?
- A. Considering the existing organizational assets before building something new
- B. Eliminating unnecessary steps to deliver valuable outcomes
- C. Breaking down large initiative into smaller pieces of work
- D. Integrating an organization's activities to deliver value
Answer: D
Explanation:
Think and work holistically
No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.
https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=5.,rather%20than%20as%20separate%20parts.
NEW QUESTION # 214
Which one of the following is NOT a characteristic of a process?
- A. It structure an organization
- B. It responds to specific events
- C. It is measureable
- D. It delivers specific results
Answer: A
NEW QUESTION # 215
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
- A. Optimize and automate
- B. Focus on value
- C. Progress iteratively with feedback
- D. Start where you are
Answer: C
NEW QUESTION # 216
An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
- A. Focus on value
- B. Start where you are
- C. Keep it simple and practical
- D. Collaborate and promote visibility
Answer: D
NEW QUESTION # 217
Which guiding principle considers the importance of customer loyalty?
- A. Progress iteratively with feedback
- B. Optimize and automate
- C. Focus on value
- D. Start where you are
Answer: C
NEW QUESTION # 218
Which process will regularly analyze incident data to identify discernable trends?
- A. Change Management
- B. Event Management
- C. Problem Management
- D. Service Level Management
Answer: C
NEW QUESTION # 219
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