ITIL 4 Foundation  ITILFND V4 Exam Dumps and Practice Test Questions Set 4 Q61-80

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Question 61

Which ITIL practice focuses on handling user-initiated requests for standard services in a structured and efficient way?

A) Service Request Management

B) Incident Management

C) Problem Management

D) Change Control

Answer: A) Service Request Management

Explanation:

Service Request Management is responsible for handling user requests for routine services, information, or access in a standardized and efficient manner. Examples include password resets, software installations, and access to systems. This practice ensures that service requests are fulfilled quickly, consistently, and in alignment with organizational policies.

Incident Management restores service after disruptions but does not handle routine requests. Problem Management focuses on identifying and resolving root causes of recurring incidents rather than fulfilling standard requests. Change Control authorizes and implements changes to IT services but is not responsible for routine user requests.

Key activities in Service Request Management include logging requests, categorizing and prioritizing them, automating workflows where possible, fulfilling requests according to agreed procedures, and communicating progress to users. Integration with Knowledge Management ensures that staff can quickly provide solutions using documented procedures and previous experiences.

Effective Service Request Management improves user satisfaction, reduces workload for technical teams, and ensures predictable and reliable delivery of routine services. By standardizing request fulfillment, organizations reduce errors, increase efficiency, and ensure compliance with internal policies and regulations. Automation and self-service portals are often leveraged to streamline requests and empower users.

This practice contributes to overall service quality, operational efficiency, and organizational agility. By ensuring requests are fulfilled quickly and consistently, IT teams can focus on higher-value activities while providing users with a reliable and responsive experience. Continuous monitoring and reporting support continual improvement and help identify opportunities for optimizing processes and services.

Question 62

Which ITIL practice ensures that IT services are resilient, recoverable, and able to continue critical operations during disruptions?

A) IT Service Continuity Management

B) Incident Management

C) Change Control

D) Problem Management

Answer: A) IT Service Continuity Management

Explanation:

IT Service Continuity Management (ITSCM) ensures that critical IT services can continue or be restored quickly during major incidents or disasters. This practice focuses on risk assessment, contingency planning, and recovery strategies to minimize business disruption and maintain essential operations. It is a proactive approach to maintaining service availability and business resilience.

Incident Management restores services after disruptions but does not focus on proactive planning for major incidents. Change Control evaluates and implements changes safely, but does not ensure continuity in case of disasters. Problem Management identifies root causes of recurring incidents but is not responsible for continuity planning.

Key activities in ITSCM include conducting business impact analyses to identify critical services, developing and testing continuity plans, implementing risk mitigation measures, and coordinating recovery procedures. Collaboration with IT Asset Management, Availability Management, and Risk Management ensures that infrastructure, resources, and processes are prepared for potential disruptions.

Effective ITSCM reduces downtime, limits financial and operational impact, and maintains stakeholder confidence. By anticipating risks and establishing clear procedures, organizations can respond to unexpected events efficiently, minimizing disruption and ensuring critical services remain operational. Continual testing, evaluation, and updating of continuity plans enhance organizational resilience and support continual improvement.

This practice is essential for meeting regulatory requirements, protecting organizational reputation, and maintaining customer trust. By embedding ITSCM into the service lifecycle, organizations ensure that both routine and critical operations are resilient, aligned with business priorities, and capable of withstanding unexpected challenges.

IT Service Continuity Management (ITSCM) is a process within IT service management designed to ensure that critical IT services can continue to operate or be restored quickly in the event of a major disruption. The primary objective is to protect business operations against significant incidents such as natural disasters, cyberattacks, hardware failures, or other catastrophic events that could compromise IT services. ITSCM involves risk assessment, business impact analysis, developing recovery strategies, and creating comprehensive continuity and disaster recovery plans. These plans define recovery time objectives (RTOs), recovery point objectives (RPOs), and the necessary resources and procedures to maintain essential services during a crisis. By implementing ITSCM, organizations can minimize downtime, reduce financial and operational impact, and ensure compliance with regulatory requirements. It also supports stakeholder confidence by demonstrating that the organization is prepared to maintain or restore critical services even under adverse conditions. ITSCM is proactive and strategic, integrating with broader business continuity planning to align IT capabilities with organizational needs and resilience goals.

Incident Management focuses on restoring normal service operation as quickly as possible following unplanned disruptions. Its scope is primarily operational and reactive, dealing with day-to-day incidents such as system crashes, service outages, or user-reported issues. While incident management contributes to overall service availability, it does not provide strategic planning for major disasters or ensure continuity under catastrophic conditions. It is designed to resolve issues quickly, not to guarantee ongoing operations in extreme scenarios, making it narrower in focus compared to ITSCM.

Change Control, or Change Management, is concerned with assessing, approving, and implementing changes to IT services in a controlled manner. The goal is to minimize risk and disruption while allowing IT services to evolve. While effective change control can prevent disruptions by ensuring changes are properly planned and tested, it does not guarantee continuity during major incidents or disasters. Change control is process-oriented and operational, focusing on managing modifications safely, not ensuring that services remain functional under catastrophic conditions.

Problem Management aims to identify and resolve the root causes of recurring incidents to prevent future disruptions. Problem management is both reactive and proactive, analyzing patterns, conducting root cause investigations, and implementing solutions to improve service stability. Although problem management reduces the frequency and impact of incidents, it is not specifically designed to maintain service continuity during catastrophic events. It addresses underlying issues but does not plan for large-scale disruptions or establish recovery procedures to maintain critical services.

IT Service Continuity Management is the correct choice because it focuses on preparing the organization to maintain or rapidly restore critical IT services during and after significant disruptions. It ensures that essential business functions can continue, minimizing operational, financial, and reputational impact. Unlike incident management, which is reactive, ITSCM is strategic and proactive. Unlike change control, it does not manage routine changes but ensures service resilience under adverse conditions. Unlike problem management, it is concerned with continuity rather than solely eliminating root causes of recurring incidents. ITSCM integrates with risk management, business continuity planning, and disaster recovery initiatives to provide a comprehensive approach to maintaining service availability during extreme events.

By implementing ITSCM, organizations can identify critical services, establish recovery priorities, allocate necessary resources, and test recovery procedures regularly. This structured approach reduces uncertainty, improves organizational resilience, and ensures that IT services support business objectives even under challenging circumstances. ITSCM is essential for organizations where downtime can have severe financial, operational, or regulatory consequences, making it a cornerstone of a mature IT service management framework.

Question 63

Which ITIL guiding principle encourages organizations to leverage existing capabilities and build upon current resources?

A) Start where you are

B) Focus on value

C) Keep it simple and practical

D) Collaborate and promote visibility

Answer: A) Start where you are

Explanation:

The guiding principle “Start where you are” emphasizes evaluating existing resources, processes, and capabilities before initiating new initiatives. Organizations can identify what works well, leverage strengths, and avoid duplicating efforts or reinventing solutions unnecessarily. This principle promotes efficiency, reduces waste, and ensures that improvements are grounded in reality.

Focus on value prioritizes delivering benefits to stakeholders but does not focus on utilizing current resources. Keep it simple and practical encourages efficiency but does not specifically emphasize leveraging existing capabilities. Collaborate and promote visibility promotes teamwork and transparency but does not directly address resource utilization.

Applying “Start where you are” involves assessing current performance, capabilities, tools, and knowledge to identify opportunities for improvement. Organizations can identify gaps, redundancies, and strengths, enabling informed decision-making and resource optimization. For example, before implementing a new service, IT teams should evaluate whether existing services, workflows, or technologies can be adapted to meet new needs.

This principle supports continual improvement by establishing a baseline for enhancement, ensuring that investments are efficient and effective. It reduces risk by relying on proven practices, encourages learning from past experiences, and aligns initiatives with organizational objectives. By starting with what exists, organizations can accelerate improvements, optimize resource usage, and build on established successes.

Ultimately, this principle promotes practical, value-driven approaches that minimize disruption, enhance efficiency, and foster sustainable, scalable improvements. It ensures that changes are realistic, achievable, and aligned with the organization’s current state while supporting long-term strategic goals.

Question 64

Which ITIL practice is responsible for maintaining accurate information about service assets and configuration items to support other ITIL practices?

A) Service Configuration Management

B) Change Control

C) Incident Management

D) Knowledge Management

Answer: A) Service Configuration Management

Explanation:

Service Configuration Management ensures that accurate and up-to-date information about configuration items (CIs) and their relationships is maintained across the service lifecycle. This practice provides a comprehensive view of infrastructure, services, and dependencies, enabling effective decision-making, change management, and incident resolution. The Configuration Management Database (CMDB) is central to this practice, capturing detailed attributes and interconnections of all relevant CIs.

Change Control evaluates and authorizes changes but does not maintain a comprehensive view of all CIs. Incident Management restores services but does not provide detailed, structured information about configuration items. Knowledge Management focuses on capturing and sharing knowledge but does not track the relationships and attributes of CIs systematically.

Key activities in Service Configuration Management include identifying and defining CIs, recording their attributes, tracking relationships, auditing the CMDB for accuracy, and updating information as changes occur. Integration with Change Control, Incident Management, Problem Management, and Continual Improvement ensures that accurate configuration information supports operational and strategic decisions.

Effective Service Configuration Management improves decision-making, reduces errors, supports impact analysis for changes, and enhances incident and problem resolution. Accurate configuration information ensures service stability, improves resource planning, and enables proactive identification of potential risks. By maintaining a centralized and reliable view of all CIs, organizations can manage IT services efficiently and support continual improvement initiatives.

Question 65

Which ITIL practice helps organizations measure, analyze, and report service performance to support continual improvement?

A) Service Level Management

B) Incident Management

C) Change Control

D) Service Desk

Answer: A) Service Level Management

Explanation:

Service Level Management (SLM) ensures that IT services are delivered according to agreed-upon performance targets. This practice monitors, measures, and reports service performance against Service Level Agreements (SLAs) and key performance indicators (KPIs). The insights gathered support decision-making, resource allocation, and continual improvement initiatives by identifying gaps between expected and actual performance.

Incident Management restores service operations but does not systematically measure performance against agreed targets. Change Control ensures safe implementation of changes but does not focus on service performance measurement. Service Desk handles user requests and incidents but does not analyze overall service quality metrics.

Key activities in SLM include defining SLAs, monitoring service performance, analyzing trends, producing reports, reviewing compliance, and initiating improvements. Integration with Continual Improvement, Problem Management, and Knowledge Management ensures that performance data informs proactive improvement measures.

Effective Service Level Management enhances stakeholder confidence, optimizes resource allocation, supports transparency, and ensures that IT services consistently deliver value. By identifying gaps, trends, and performance issues, SLM enables organizations to take corrective action, refine processes, and align services with evolving business needs. The practice promotes accountability, operational efficiency, and informed decision-making, ensuring that IT services remain reliable, relevant, and aligned with strategic objectives.

Question 66

Which ITIL practice ensures that IT services deliver agreed value by managing costs and providing financial transparency?

A) Financial Management for IT Services

B) Service Level Management

C) Change Control

D) Incident Management

Answer: A) Financial Management for IT Services

Explanation:

Financial Management for IT Services ensures that the organization has the necessary funding to deliver IT services effectively while maintaining transparency and control over costs. This practice provides insights into service costs, budgets, and investments, enabling informed decisions that optimize value, resource allocation, and service sustainability. It involves budgeting, accounting, and charging, helping organizations measure the financial impact of IT services and align spending with business priorities.

Service Level Management ensures services meet agreed targets but does not handle cost or financial tracking. Change Control authorizes and implements changes but does not provide financial oversight. Incident Management restores services after disruptions but is operational rather than strategic or financial in nature.

Key activities in Financial Management include identifying and classifying service costs, monitoring expenditures, analyzing cost trends, and providing reporting to stakeholders. This practice collaborates with Capacity Management, Service Portfolio Management, and Continual Improvement to ensure financial decisions support service value, efficiency, and alignment with business objectives. Accurate financial information enables prioritization of investments and identification of areas where cost optimization can improve overall service value.

Financial Management also supports charging and billing activities if the organization operates in a cost-recovery or chargeback model. This ensures transparency, accountability, and alignment with internal or external service consumers. By providing insights into the financial implications of service decisions, the practice strengthens governance, supports risk management, and enhances decision-making at all levels.

Through continuous monitoring, review, and reporting, Financial Management ensures that IT services are delivered cost-effectively while supporting continual improvement. Organizations can use the insights to balance investment, maintain affordability, and deliver maximum value to stakeholders. By integrating financial considerations into service planning and delivery, this practice enables sustainable, efficient, and value-driven IT operations.

Question 67

Which ITIL guiding principle emphasizes removing unnecessary complexity to improve efficiency and reduce errors?

A) Keep it simple and practical

B) Focus on value

C) Start where you are

D) Progress iteratively with feedback

Answer: A) Keep it simple and practical

Explanation:

The guiding principle “Keep it simple and practical” emphasizes designing services, processes, and solutions that are straightforward, efficient, and easy to understand. Complexity often leads to errors, delays, resistance, and inefficiency. By reducing unnecessary complexity, organizations can improve adoption, minimize risk, and ensure that activities are achievable and sustainable.

Focus on value ensures that outcomes benefit stakeholders but does not directly address simplicity. Start where you are encourages leveraging existing capabilities and assessing current resources. Progress iteratively with feedback promotes incremental improvement but does not inherently reduce complexity.

Applying this principle involves evaluating current processes, eliminating redundant steps, focusing on essential requirements, and designing solutions that balance efficiency and effectiveness. Simpler processes are easier to monitor, measure, and improve, enabling teams to maintain consistency and reduce errors. Integration with Continual Improvement and Knowledge Management ensures lessons learned inform streamlined processes.

For example, if an incident resolution workflow contains multiple unnecessary approvals, simplifying the process reduces delays, improves resolution time, and enhances user satisfaction. Similarly, service designs that focus on core features rather than excessive customization reduce operational burden and improve maintainability.

This principle supports operational efficiency, agility, and cost optimization. By keeping processes practical and avoiding unnecessary complexity, organizations can respond to business changes faster, reduce risk, and allocate resources more effectively. Simplicity also fosters better communication, collaboration, and understanding across teams, promoting a culture of efficiency and clarity.

Overall, “Keep it simple and practical” strengthens service management by ensuring that processes are manageable, repeatable, and focused on delivering tangible value without introducing avoidable complications. It aligns operational design with strategic objectives while supporting continual improvement and sustainable growth.

Question 68

Which ITIL practice is responsible for recording, classifying, and managing the lifecycle of all incidents to minimize disruption?

A) Incident Management

B) Problem Management

C) Change Control

D) Service Desk

Answer: A) Incident Management

Explanation:

Incident Management ensures that service disruptions are handled efficiently to restore normal operations as quickly as possible. It involves logging, categorizing, prioritizing, diagnosing, resolving, and closing incidents. The practice minimizes business impact, reduces downtime, and enhances user satisfaction by providing a structured and responsive approach to service disruptions.

Problem Management addresses root causes of recurring incidents but does not focus on immediate resolution. Change Control ensures safe modifications but is not directly responsible for resolving incidents. Service Desk provides a point of contact for users but does not manage the complete lifecycle of incidents systematically.

Key activities in Incident Management include identifying incidents, documenting them accurately, prioritizing based on impact and urgency, providing workarounds, escalating unresolved incidents, and communicating with users. Integration with Problem Management ensures recurring incidents are addressed proactively, while integration with Knowledge Management supports rapid resolution through documented solutions.

Effective Incident Management reduces the operational impact of service disruptions, ensures timely restoration of services, and supports organizational efficiency. By analyzing incident patterns, organizations can identify trends, prevent future issues, and drive continual improvement. Coordination with Service Level Management ensures that incidents are resolved within agreed service targets, maintaining SLA compliance and stakeholder confidence.

This practice enhances transparency, accountability, and responsiveness across IT operations. Structured incident handling improves consistency, reduces resolution time, and strengthens user trust. By embedding Incident Management into IT service management, organizations can maintain reliable service delivery, optimize resources, and support business continuity.

Question 69

Which ITIL practice ensures that all changes are assessed for risk, authorized, implemented, and reviewed systematically?

A) Change Control

B) Incident Management

C) Problem Management

D) Service Request Management

Answer: A) Change Control

Explanation:

Change Control ensures that modifications to IT services, infrastructure, or processes are properly assessed, authorized, implemented, and reviewed. The practice balances the need for innovation and improvement with the necessity of maintaining service stability. It reduces the likelihood of service disruption caused by poorly planned changes, ensuring that business operations remain reliable and predictable.

Incident Management restores service after disruptions but does not govern changes. Problem Management addresses root causes but does not systematically control the implementation of modifications. Service Request Management handles routine user requests but is not responsible for high-risk or structural changes.

Key activities in Change Control include evaluating change proposals, assessing risks and impacts, obtaining approvals, scheduling implementation, monitoring progress, and conducting post-implementation reviews. High-risk or major changes may involve consultation with a Change Advisory Board (CAB) to ensure alignment with organizational objectives. Integration with Knowledge Management ensures that lessons from previous changes inform current decisions.

Effective Change Control minimizes operational risk, maintains service reliability, and supports continuous improvement. It promotes accountability, strengthens governance, and ensures that improvements are implemented safely. By reviewing the outcomes of changes, organizations can refine processes, prevent recurrence of issues, and optimize future modifications.

This practice supports agility while protecting service quality and stability. By systematically managing changes, organizations can innovate and improve services without compromising operational efficiency, reducing risk, or undermining stakeholder confidence. Change Control aligns service modifications with business goals and strategic priorities.

Question 70

Which ITIL guiding principle encourages organizations to deliver value through collaboration, shared understanding, and transparency?

A) Collaborate and promote visibility

B) Focus on value

C) Start where you are

D) Keep it simple and practical

Answer: A) Collaborate and promote visibility

Explanation:

The guiding principle “Collaborate and promote visibility” emphasizes teamwork, open communication, and transparent sharing of information across all levels of an organization. Collaboration reduces silos, encourages shared understanding, improves decision-making, and ensures that all stakeholders are aware of key activities, risks, and progress. Visibility enables stakeholders to see the current state of services, processes, and initiatives, which strengthens trust and accountability.

Focus on value prioritizes outcomes that benefit stakeholders but does not explicitly emphasize teamwork or transparency. Start where you are encourages leveraging current capabilities, and Keep it simple and practical promotes efficiency, but neither focuses specifically on collaboration and visibility.

Applying this principle involves creating open communication channels, sharing performance metrics, promoting cross-functional teamwork, and ensuring decisions are visible and inclusive. Teams can work together to identify problems, implement improvements, and monitor outcomes more effectively. By promoting visibility, organizations also ensure that critical information is accessible for informed decision-making and continual improvement.

This principle enhances operational efficiency, strengthens stakeholder engagement, and supports organizational agility. It fosters a culture where knowledge, insights, and progress are shared openly, reducing misunderstandings, duplication of effort, and errors. Collaborate and promote visibility ensures that IT service management activities are aligned with organizational goals and that teams work cohesively to deliver value.

Question 71

Which ITIL practice is responsible for ensuring that services are designed to meet agreed requirements for availability, capacity, and continuity?

A) Service Design

B) Service Level Management

C) Change Control

D) Incident Management

Answer: A) Service Design

Explanation:

Service Design focuses on translating business requirements into efficient and effective IT services. The practice ensures that services are designed with appropriate capabilities for availability, capacity, continuity, security, and performance. This involves considering technical and operational constraints while aligning services with business objectives to maximize value.

Service Level Management ensures that services meet agreed-upon targets but primarily monitors existing service performance rather than designing new services. Change Control authorizes and implements modifications safely but does not directly focus on initial service design. Incident Management restores disrupted services but does not involve designing services to meet business requirements proactively.

Key activities in Service Design include defining service architectures, processes, policies, technology requirements, and performance metrics. Integration with Capacity Management ensures sufficient resources are provisioned, while collaboration with IT Service Continuity Management guarantees services are resilient and recoverable. Security Management ensures that services are protected against risks.

Effective Service Design ensures services are aligned with organizational goals, reliable, scalable, and able to meet expected demand. By considering all lifecycle aspects during design, organizations can reduce operational risks, minimize rework, and ensure smoother service deployment. Well-designed services improve user satisfaction, optimize costs, and provide a foundation for continual improvement.

By documenting design specifications and maintaining communication with stakeholders, Service Design supports collaboration, transparency, and informed decision-making. It ensures that services are prepared for implementation, operation, and continual improvement, contributing to sustainable service excellence. This practice strengthens governance, enhances resilience, and enables organizations to deliver value consistently.

Question 72

Which ITIL practice ensures that accurate knowledge is available to support decision-making, improve efficiency, and facilitate problem resolution?

A) Knowledge Management

B) Problem Management

C) Service Desk

D) Change Control

Answer: A) Knowledge Management

Explanation:

Knowledge Management is responsible for capturing, storing, sharing, and maintaining information that supports decision-making, incident resolution, and process improvement. By making accurate knowledge accessible, this practice helps reduce repetitive work, accelerates service delivery, and enhances service quality. It also supports other ITIL practices such as Problem Management, Incident Management, and Continual Improvement by providing historical data, solutions, and lessons learned.

Problem Management identifies root causes of incidents but does not systematically maintain and share knowledge. Service Desk handles user requests and incidents but primarily serves as a point of contact rather than a repository of knowledge. Change Control ensures safe changes but does not focus on storing or sharing organizational knowledge.

Key activities in Knowledge Management include collecting data from incidents, problems, changes, and improvement initiatives, organizing knowledge articles, ensuring accuracy and relevance, and promoting access through portals or databases. Integration with ITIL practices ensures that staff can leverage knowledge to resolve incidents quickly, prevent recurring problems, and make informed decisions.

Effective Knowledge Management reduces resolution time, improves consistency, and supports continual learning across the organization. It fosters transparency, accountability, and efficiency by ensuring that relevant knowledge is readily available to those who need it. By analyzing trends and documenting lessons learned, Knowledge Management drives continual improvement and enhances decision-making at both operational and strategic levels.

By embedding knowledge management into everyday processes, organizations can increase user satisfaction, reduce operational risk, and strengthen collaboration. This practice ensures that expertise and experience are retained and effectively used, enhancing organizational resilience and contributing to value creation through informed, efficient, and reliable IT service management.

Question 73

Which ITIL practice focuses on ensuring that services meet stakeholder expectations and agreed-upon performance metrics?

A) Service Level Management

B) Incident Management

C) Problem Management

D) Change Control

Answer: A) Service Level Management

Explanation:

Service Level Management (SLM) ensures that IT services are delivered according to agreed performance standards and stakeholder expectations. The practice involves defining, monitoring, and reviewing Service Level Agreements (SLAs), reporting on compliance, and initiating improvement initiatives to bridge gaps between expected and actual performance. SLM aligns IT service delivery with business objectives, ensuring predictable and measurable value.

Incident Management restores services but does not monitor performance or stakeholder expectations. Problem Management resolves root causes but is not focused on measuring performance against agreements. Change Control manages modifications but does not directly monitor service delivery metrics.

Key activities in SLM include defining service requirements, negotiating SLAs, monitoring service performance against SLAs, analyzing deviations, reporting results, and recommending improvements. Integration with Continual Improvement ensures that lessons learned from SLA breaches inform process and service enhancements. Collaboration with other practices ensures that performance metrics are actionable and measurable.

Effective SLM strengthens stakeholder confidence, improves communication between IT and business units, and ensures that services deliver measurable outcomes. By providing transparency and accountability, SLM enables informed decision-making and proactive management of resources. It also facilitates continual improvement, identifying opportunities for enhancing service quality, reducing risk, and optimizing operational efficiency.

SLM ensures alignment of IT services with business priorities, supports compliance, and drives efficiency. By systematically managing performance and expectations, organizations can maintain reliable, high-quality services that deliver consistent value and meet organizational goals.

Question 74

Which ITIL guiding principle emphasizes delivering outcomes that directly benefit stakeholders and create measurable value?

A) Focus on value

B) Start where you are

C) Keep it simple and practical

D) Progress iteratively with feedback

Answer: A) Focus on value

Explanation:

The guiding principle “Focus on value” emphasizes that all activities, services, and processes should be evaluated and prioritized based on the value they deliver to stakeholders. By understanding what is valuable to customers and users, organizations can ensure that resources, efforts, and improvements contribute directly to desired outcomes. This principle supports strategic alignment, prioritization, and informed decision-making.

Start where you are encourages leveraging current resources and capabilities. Keep it simple and practical promotes efficiency but does not focus on value creation. Progress iteratively with feedback emphasizes incremental improvements but is not inherently about prioritizing stakeholder value.

Applying “Focus on value” involves identifying stakeholder needs, understanding business objectives, measuring outcomes, and evaluating service or process performance against value delivery. This principle ensures that improvements, investments, and operational decisions are aligned with what matters most to the organization and its customers.

By consistently focusing on value, organizations can optimize resource utilization, enhance stakeholder satisfaction, reduce wasted effort, and improve service quality. The principle also supports continual improvement by ensuring that initiatives are meaningful, measurable, and aligned with business priorities. It encourages a culture where all actions are evaluated for their impact on value delivery, driving efficiency, accountability, and customer-centric outcomes.

Focusing on value strengthens organizational performance, ensures relevance in a competitive environment, and enhances trust between IT and business stakeholders. It provides a foundation for all other guiding principles and ITIL practices, ensuring that the ultimate goal of service management is delivering meaningful benefits.

Question 75

Which ITIL practice ensures that all changes to services and infrastructure are documented, assessed for risk, and implemented safely?

A) Change Control

B) Incident Management

C) Problem Management

D) Service Request Management

Answer: A) Change Control

Explanation:

Change Control manages all modifications to IT services, infrastructure, and processes in a controlled manner to reduce risk and ensure successful implementation. This practice involves evaluating proposed changes, assessing potential impacts, authorizing changes, coordinating implementation, and reviewing outcomes. Effective Change Control protects service stability while enabling improvements and innovation.

Incident Management restores services but does not govern changes. Problem Management addresses root causes but is not responsible for implementing or documenting changes. Service Request Management fulfills routine user requests and is not responsible for high-risk structural changes.

Key activities in Change Control include reviewing change requests, evaluating risk and impact, obtaining approvals, scheduling implementation, monitoring progress, and performing post-implementation reviews. High-risk or major changes may involve consulting a Change Advisory Board (CAB) to ensure alignment with strategic goals. Integration with Knowledge Management ensures lessons from previous changes inform decisions and reduce repeat errors.

Effective Change Control minimizes operational disruptions, strengthens governance, improves risk management, and ensures that services remain reliable and aligned with business objectives. By systematically managing changes, organizations can innovate safely, optimize resource use, and maintain stakeholder confidence. The practice also supports continual improvement by evaluating the success of changes and refining processes for future modifications.

Question 76

Which ITIL practice focuses on ensuring that services are designed, developed, and delivered according to agreed security requirements?

A) Information Security Management

B) Change Control

C) Incident Management

D) Problem Management

Answer: A) Information Security Management

Explanation:

Information Security Management ensures that IT services are protected against threats and vulnerabilities while maintaining confidentiality, integrity, and availability. The practice involves defining security policies, assessing risks, implementing controls, and monitoring compliance to safeguard organizational assets and meet regulatory requirements.

Change Control authorizes and implements changes but does not specifically address security requirements. Incident Management restores disrupted services but does not focus on proactive security measures. Problem Management addresses root causes of incidents but is not primarily responsible for ensuring security during service design and delivery.

Key activities in Information Security Management include identifying and assessing risks, developing security policies, implementing security controls, monitoring threats, responding to incidents, and reviewing security performance. Integration with Change Control ensures that changes are evaluated for security impact, while collaboration with Risk Management and Service Design supports secure architecture and operational processes.

Effective Information Security Management reduces the likelihood of breaches, minimizes operational disruptions, and ensures compliance with legal and contractual obligations. By proactively managing security risks, organizations can protect sensitive data, maintain stakeholder trust, and enhance organizational resilience. Continual monitoring and improvement allow organizations to adapt to emerging threats and maintain robust security practices.

This practice is critical for sustaining business continuity, preventing financial and reputational loss, and ensuring reliable service delivery. By embedding security principles into service management, organizations can deliver services that meet both functional and compliance requirements. Information Security Management strengthens overall governance, supports risk mitigation, and aligns IT operations with strategic objectives, enabling sustainable and secure value delivery.

Question 77

Which ITIL practice is responsible for analyzing incident trends to prevent recurring issues and minimize impact?

A) Problem Management

B) Incident Management

C) Change Control

D) Service Desk

Answer: A) Problem Management

Explanation:

Problem Management identifies the root causes of incidents and implements solutions to prevent recurrence. By analyzing incident trends, this practice reduces operational disruption, improves service reliability, and supports continual improvement. It maintains a known error database, which provides workarounds and solutions to speed up incident resolution.

Incident Management restores services but does not proactively investigate causes. Change Control authorizes and implements changes but does not analyze incident trends systematically. Service Desk serves as a point of contact for incidents but does not perform root cause analysis or trend evaluation.

Key activities in Problem Management include detecting problems, performing root cause analysis, documenting known errors, recommending corrective actions, and monitoring implementation of solutions. Integration with Incident Management ensures that recurring issues are quickly addressed, while collaboration with Change Control ensures that permanent fixes are implemented safely.

Effective Problem Management minimizes repeated incidents, reduces downtime, and enhances user satisfaction. By proactively resolving systemic issues, organizations can optimize resource utilization, improve service quality, and support business continuity. Maintaining a robust knowledge base ensures rapid access to workarounds and preventive measures, enabling faster incident resolution and informed decision-making.

This practice also contributes to continual improvement by providing insights into operational weaknesses and recurring service issues. Through trend analysis, organizations can prioritize improvements, optimize processes, and ensure IT services remain aligned with business objectives. Problem Management strengthens operational resilience, reduces risk, and enhances value delivery.

Question 78

Which ITIL guiding principle emphasizes working together across teams and departments to achieve common goals?

A) Collaborate and promote visibility

B) Focus on value

C) Keep it simple and practical

D) Progress iteratively with feedback

Answer: A) Collaborate and promote visibility

Explanation:

The guiding principle “Collaborate and promote visibility” emphasizes teamwork, transparency, and communication across departments to achieve shared objectives. Collaboration reduces silos, ensures a common understanding of goals, and enables stakeholders to make informed decisions. Visibility ensures that critical information about services, performance, and risks is accessible, improving accountability and fostering trust.

Focus on value prioritizes delivering benefits to stakeholders but does not explicitly emphasize collaboration. Keep it simple and practical encourages efficiency and clarity but does not focus on teamwork. Progress iteratively with feedback emphasizes incremental improvement rather than cross-functional cooperation.

Applying this principle involves creating channels for communication, sharing metrics and updates, involving stakeholders in decision-making, and fostering a culture of openness. Teams that collaborate effectively can identify issues earlier, implement improvements more efficiently, and ensure that outcomes align with business priorities. Visibility also enables proactive monitoring and management, ensuring that actions are aligned with strategic goals.

By embedding collaboration and visibility into operations, organizations improve efficiency, reduce misunderstandings, and accelerate problem resolution. The principle supports continual improvement by ensuring that lessons learned are shared and applied organization-wide. Effective collaboration strengthens engagement, accountability, and service quality while enabling responsive, value-driven decision-making.

This principle fosters a culture where transparency and teamwork drive operational excellence, risk mitigation, and stakeholder satisfaction. It ensures that knowledge, insights, and resources are leveraged collectively, improving outcomes and aligning IT services with organizational objectives.

Question 79

Which ITIL practice involves assessing and improving the efficiency and effectiveness of IT services and processes on an ongoing basis?

A) Continual Improvement

B) Change Control

C) Incident Management

D) Service Desk

Answer: A) Continual Improvement

Explanation:

Continual Improvement focuses on analyzing service performance, processes, and organizational practices to identify and implement enhancements. It ensures that IT services evolve in response to business needs, technological advances, and operational insights. By promoting a culture of ongoing evaluation and enhancement, this practice helps organizations maintain service quality, efficiency, and value delivery.

Change Control manages safe implementation of modifications but does not systematically drive ongoing improvement. Incident Management restores disrupted services but does not focus on process optimization. Service Desk handles requests and incidents but does not lead structured review and enhancement initiatives.

Key activities in Continual Improvement include setting objectives, monitoring performance metrics, analyzing gaps, prioritizing improvement initiatives, implementing changes, and reviewing outcomes. Integration with other ITIL practices ensures that insights from incidents, problems, changes, and performance reports inform actionable improvements. Feedback loops, trend analysis, and benchmarking are essential tools used to identify opportunities for optimization.

Effective Continual Improvement enhances service reliability, reduces operational inefficiencies, improves stakeholder satisfaction, and supports strategic alignment. Organizations can proactively address weaknesses, adopt best practices, and optimize resources to deliver consistent value. By embedding continual evaluation into the service lifecycle, organizations can ensure sustainable growth, resilience, and adaptability to changing business environments.

This practice also supports knowledge sharing and collaboration, enabling lessons learned to be applied organization-wide. By focusing on measurable outcomes and aligning improvements with business priorities, Continual Improvement strengthens governance, operational excellence, and organizational agility. It is central to achieving long-term service quality and maximizing the return on IT investments.

Question 80

Which ITIL practice ensures that all services and their performance are documented, agreed upon, and monitored to meet business requirements?

A) Service Level Management

B) Change Control

C) Problem Management

D) Service Configuration Management

Answer: A) Service Level Management

Explanation:

Service Level Management (SLM) ensures that IT services are aligned with business requirements through documented agreements, monitoring performance, and reporting outcomes. It involves defining Service Level Agreements (SLAs), setting Key Performance Indicators (KPIs), measuring service performance, and implementing corrective actions when targets are not met. SLM provides transparency, accountability, and a framework for continual improvement.

Change Control ensures safe modifications but does not monitor service performance against agreed targets. Problem Management addresses root causes but does not measure or document service performance comprehensively. Service Configuration Management maintains configuration item information but does not manage service level agreements or monitor agreed outcomes.

Key activities in SLM include negotiating SLAs, monitoring service delivery, analyzing performance gaps, reporting results to stakeholders, and initiating improvements. Integration with Continual Improvement, Incident Management, and Problem Management ensures that deviations from agreed performance are addressed and lessons are applied to optimize future service delivery.

Effective SLM improves stakeholder confidence, strengthens IT-business alignment, and ensures measurable value from IT services. By tracking performance and addressing gaps, organizations maintain service quality, optimize resources, and support business objectives. SLM promotes transparency, accountability, and informed decision-making, fostering operational efficiency and continual enhancement of IT services.