ITIL 4 Foundation  ITILFND V4 Exam Dumps and Practice Test Questions Set 5 Q81-100

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Question 81

Which ITIL practice ensures that all configuration items (CIs) and their relationships are accurately recorded to support service management activities?

A) Service Configuration Management

B) Change Control

C) Problem Management

D) Knowledge Management

Answer: A) Service Configuration Management

Explanation:

Service Configuration Management ensures that all configuration items (CIs) and their interrelationships are accurately recorded and maintained throughout the service lifecycle. This practice provides a single source of truth that supports incident resolution, change planning, problem management, and decision-making. By maintaining a Configuration Management Database (CMDB), the organization has detailed insight into how components interact, their attributes, and dependencies.

Change Control authorizes and implements changes, but does not maintain detailed CI information. Problem Management identifies root causes of recurring incidents but does not systematically maintain CI relationships. Knowledge Management captures and shares iinformation but does not track CI attributes and dependencies comprehensively.

Key activities in Service Configuration Management include identifying and defining CIs, recording attributes, managing relationships, auditing the CMDB, and updating records during service changes. Integration with Change Control ensures that changes are evaluated with accurate CI information. Integration with Incident and Problem Management allows staff to understand impacts and dependencies when resolving issues.

Effective Service Configuration Management enables accurate impact analysis, reduces errors, supports risk assessment, and improves service reliability. By maintaining accurate and up-to-date CI information, organizations can plan changes safely, resolve incidents faster, and optimize resource allocation. It also enhances reporting, compliance, and audit capabilities by providing verifiable information about IT assets and their relationships.

This practice strengthens overall service management by enabling informed decisions, supporting continual improvement, and enhancing operational efficiency. Accurate CI information reduces downtime, increases service availability, and ensures that IT services align with business needs. By embedding Service Configuration Management into ITIL practices, organizations can ensure service stability, resilience, and value delivery.

Question 82

Which ITIL practice focuses on defining, analyzing, and documenting known errors to reduce recurring incidents?

A) Problem Management

B) Incident Management

C) Change Control

D) Service Request Management

Answer: A) Problem Management

Explanation:

Problem Management identifies the underlying causes of incidents and develops solutions to prevent recurrence. By documenting known errors and workarounds in a knowledge base, this practice enables faster incident resolution, reduces downtime, and improves overall service reliability. Root cause analysis, trend analysis, and proactive problem resolution are central to its activities.

Incident Management restores service quickly but does not focus on preventing recurrence. Change Control manages he safe implementation of changes, but does not systematically track root causes or known errors. Service Request Management fulfills routine requests but is not focused on recurring incidents or their resolution.

Key activities in Problem Management include identifying problems, analyzing root causes, recording known errors, recommending workarounds or permanent fixes, and monitoring the effectiveness of implemented solutions. Integration with Change Control ensures that permanent solutions are implemented safely, while coordination with Incident Management accelerates the resolution of recurring issues.

Effective Problem Management reduces operational risk, improves service quality, and enhances user satisfaction by addressing systemic issues. Documented known errors provide technicians with immediate solutions, minimizing downtime and repetitive efforts. Proactive problem resolution helps prevent future incidents, optimize resources, and support continual improvement initiatives.

This practice also contributes to strategic planning by providing insights into recurring issues, identifying potential risks, and informing investment decisions. By analyzing trends and capturing lessons learned, Problem Management strengthens service resilience, ensures informed decision-making, and supports efficient, value-driven IT service delivery.

Problem Management is a core ITIL practice designed to identify, analyze, and eliminate the underlying causes of incidents in order to prevent their recurrence. Unlike operational activities that focus on restoring service quickly, Problem Management is strategic and analytical, addressing long-term service stability. The purpose of this practice is to improve the reliability and performance of IT services by examining patterns, identifying trends in repeated incidents, and performing root cause analysis. Once a problem is detected, Problem Management investigates why it happened and ensures permanent fixes, known as “known error records” and “workarounds,” are created and maintained. These workarounds help teams respond faster when an incident occurs again, while root cause elimination prevents the incident from occurring at all. By stabilizing services, reducing repeated disruptions, and improving customer satisfaction, Problem Management becomes a crucial component of proactive service management, making option A the correct answer.

Incident Management, on the other hand, is focused on the immediate objective of restoring service to users as quickly as possible after an interruption or degradation of service. Its goal is not to determine why the issue occurred; rather, it aims to reduce downtime and minimize business impact. While this practice is critical for operational efficiency and user experience, it does not address deeper problems or identify underlying causes. Incident Management is highly reactive, working within strict timeframes to return services to normal operations. It records, categorizes, prioritizes, and resolves incidents according to service-level targets, but once the service is restored, the activity typically ends. Without Problem Management working alongside it, the same incidents may continue to recur because their cause remains unaddressed. This makes Incident Management important but insufficient for long-term stability, which is why it is not the correct answer to the question about resolving root causes.

Change Control, previously referred to as Change Management in older ITIL versions, ensures that modifications to services, infrastructure, processes, or documentation are assessed, approved, and implemented with minimal risk. Its main focus is controlling and reducing risk associated with changes, not resolving recurring problems. It evaluates the impact, cost, and urgency of a proposed change and ensures coordination among stakeholders. Change Control also prevents unauthorized or poorly planned changes that might lead to service outages or instability. Although Problem Management may recommend changes as solutions to root causes, the process of implementing that solution is governed by Change Control, not by Problem Management itself. Therefore, Change Control plays a complementary but distinct role and does not fulfill the purpose of resolving underlying issues, making it an incorrect answer.

Service Request Management is responsible for handling simple, low-risk, standardized user requests. These include password resets, software installations, access requests, and informational inquiries. The purpose of this practice is to streamline user support and ensure consistent and efficient handling of common requests. Service Request Management improves user experience by ensuring predictability, clear processes, and quick fulfillment of routine tasks. However, this practice has no involvement in addressing incidents, root causes, or service disruptions. Its nature is administrative and service-oriented rather than analytical or technical. Because it focuses solely on fulfilling requests, it does not contribute to identifying or fixing underlying problems.

Question 83

Which ITIL guiding principle advises organizations to implement changes in small increments and use feedback to refine results?

A) Progress iteratively with feedback

B) Start where you are

C) Focus on value

D) Keep it simple and practical

Answer: A) Progress iteratively with feedback

Explanation:

The principle “Progress iteratively with feedback” encourages organizations to break work into smaller, manageable increments and gather feedback at each stage. This approach reduces risk, allows learning from outcomes, and supports incremental improvement. Iterative progress ensures that services evolve in response to real-world insights, improving alignment with stakeholder needs.

Start where you are emphasizes leveraging current resources but does not focus on incremental progress. Focus on value prioritizes delivering benefits but does not prescribe iterative implementation. Keep it simple and practical emphasizes efficiency and clarity, but does not explicitly involve feedback-driven iterations.

Applying this principle involves planning small deliverables, monitoring outcomes, gathering stakeholder input, and adjusting future actions accordingly. Feedback loops allow organizations to validate assumptions, identify issues early, and refine processes or services before large-scale implementation. Iterative delivery promotes agility, reduces errors, and improves service quality by incorporating lessons learned continuously.

An effective application ensures that resources are optimized, risk is minimized, and improvements are relevant and actionable. It fosters a culture of learning, adaptability, and collaboration, ensuring that decisions are data-driven and improvements are aligned with business objectives. By progressing iteratively, organizations can experiment, measure results, and achieve sustainable, high-value outcomes.

This principle supports continual improvement, stakeholder engagement, and operational resilience. By embedding feedback-driven iterations, organizations maintain flexibility, respond effectively to change, and enhance service performance and user satisfaction. It ensures practical, measurable, and efficient progression toward strategic goals.

Question 84

Which ITIL practice ensures that all incidents are recorded, classified, prioritized, and resolved to restore normal service operation?

A) Incident Management

B) Problem Management

C) Change Control

D) Service Level Management

Answer: A) Incident Management

Explanation:

Incident Management focuses on restoring normal service operation quickly and efficiently after disruptions. The practice involves recording incidents, categorizing and prioritizing them, diagnosing the cause, providing workarounds or resolutions, and closing incidents after verification. Its goal is to minimize business impact and maintain service continuity.

Problem Management addresses root causes but does not handle the immediate restoration of services. Change Control ensures safe implementation of modifications, but is not responsible for resolving operational disruptions. Service Level Management monitors service performance but does not manage the incident lifecycle directly.

Key activities in Incident Management include identification, logging, classification, prioritization, investigation, resolution, and closure. Integration with Knowledge Management provides access to solutions and workarounds, while coordination with Problem Management ensures recurring incidents are addressed proactively. Communication with users throughout the lifecycle sets expectations and improves satisfaction.

Effective Incident Management reduces downtime, increases operational efficiency, and supports business continuity. Prioritizing incidents based on impact and urgency ensures that critical services are restored first. By analyzing trends and using knowledge-based solutions, organizations can prevent escalation and recurring issues. Incident Management contributes to continual improvement by identifying patterns, informing problem resolution, and optimizing service delivery processes.

By embedding structured incident handling, organizations enhance reliability, user trust, and transparency. Rapid resolution and clear communication maintain stakeholder confidence while enabling IT teams to focus on higher-value activities. Incident Management ensures that services remain resilient, operational, and aligned with business objectives.

Question 85

Which ITIL guiding principle encourages organizations to focus on delivering outcomes that provide tangible benefits to customers and stakeholders?

A) Focus on value

B) Start where you are

C) Keep it simple and practical

D) Collaborate and promote visibility

Answer: A) Focus on value

Explanation:

The guiding principle “Focus on value” emphasizes that all services, processes, and initiatives should be evaluated based on the benefits they deliver to customers and stakeholders. Organizations should understand what customers consider valuable and ensure that efforts, resources, and decisions contribute to achieving meaningful outcomes. Prioritizing value ensures that services remain aligned with business objectives and deliver measurable benefits.

Start where you are encourages leveraging existing resources and capabilities, but does not prioritize value creation. Keep it simple and practical promotes efficiency and clarity, but does not specifically focus on stakeholder benefits. Collaboratione and promoting visibility emphasize teamwork and transparency, but are secondary to the goal of delivering tangible value.

Applying this principle involves identifying key stakeholders, understanding their needs, measuring outcomes, and aligning resources to maximize impact. By focusing on value, organizations can optimize investments, reduce waste, and ensure that all activities contribute to positive outcomes. Decision-making is informed by understanding the expected and actual benefits of services, processes, or improvements.

Effective application of this principle enhances service quality, operational efficiency, and stakeholder satisfaction. By continuously evaluating services and initiatives for their value contribution, organizations can adjust priorities, optimize processes, and support continual improvement. The principle fosters a customer-centric culture, ensuring that IT services deliver relevant, meaningful, and measurable benefits that support strategic objectives.

Question 86

Which ITIL practice ensures that requests for routine services, information, or access are handled efficiently and consistently?

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, such as password resets, software installations, access permissions, and information inquiries. The practice ensures that requests are fulfilled efficiently, consistently, and in accordance with organizational policies. By standardizing request handling, organizations reduce errors, improve satisfaction, and maintain predictable service delivery.

Incident Management restores services after disruptions but does not manage routine requests proactively. Problem Management identifies root causes of recurring incidents, but is not focused on handling standard service requests. Change Control authorizes and implements changes but does not deal with routine user requests.

Key activities in Service Request Management include logging and categorizing requests, assigning priorities, fulfilling requests according to predefined procedures, communicating progress to users, and closing requests once completed. Integration with Knowledge Management allows staff to leverage documented procedures and prior experience to handle requests efficiently. Automation and self-service portals often enhance responsiveness and reduce manual workload.

Effective Service Request Management improves operational efficiency, reduces service downtime, and increases user satisfaction. By providing predictable and repeatable processes for fulfilling routine needs, IT teams can focus on more complex or critical tasks. Clear procedures, appropriate authorization, and communication channels ensure compliance, accountability, and alignment with business goals.

The practice also supports continual improvement by analyzing trends in requests, identifying bottlenecks, and optimizing workflows. Organizations can leverage insights to reduce unnecessary steps, implement automation, and improve knowledge accessibility. Standardized service request fulfillment contributes to consistent quality, cost-effectiveness, and better resource utilization, ensuring reliable support for business operations.

By embedding Service Request Management into the ITIL framework, organizations ensure that user expectations are met, operational efficiency is maintained, and service delivery remains aligned with stakeholder needs. The practice is crucial for sustaining high service quality, building trust, and promoting a positive user experience.

Question 87

Which ITIL practice is focused on understanding and mitigating risks to ensure critical services can continue during a disaster or major disruption?

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 in the event of a disaster or major disruption. This practice identifies potential risks, develops contingency plans, and implements strategies to minimize operational impact. ITSCM aligns service continuity with business requirements and strategic objectives, ensuring resilience and recovery readiness.

Incident Management restores services after disruptions but does not proactively plan for business continuity. Change Control authorizes modifications but does not focus on risk mitigation for major disruptions. Problem Management addresses root causes of recurring incidents, but is not primarily concerned with continuity planning.

Key activities in ITSCM include performing business impact analyses to identify critical services, defining recovery objectives, developing and testing continuity plans, implementing risk mitigation strategies, and reviewing outcomes regularly. Collaboration with Risk Management, Availability Management, and Capacity Management ensures comprehensive coverage of potential service interruptions.

Effective ITSCM reduces downtime, financial loss, and reputational damage while maintaining stakeholder confidence. By proactively planning for disruptions, organizations can ensure that essential services remain operational or are restored promptly, minimizing business impact. Continual testing and review of plans allow organizations to adapt to evolving risks, technologies, and business priorities.

This practice supports regulatory compliance, operational resilience, and effective risk management. By integrating ITSCM with broader ITIL practices, organizations can ensure a structured, coordinated, and measurable approach to service continuity. Reliable continuity planning strengthens organizational trust, enhances business agility, and ensures that IT services remain aligned with stakeholder needs even under adverse conditions.

Question 88

Which ITIL guiding principle encourages leveraging existing resources, processes, and knowledge before implementing new solutions?

A) Start where you are

B) Focus on value

C) Keep it simple and practical

D) Progress iteratively with feedback

Answer: A) Start where you are

Explanation:

“Start where you are” encourages organizations to assess their current state, identify existing resources, and build upon proven capabilities rather than starting from scratch. This principle promotes efficiency, reduces unnecessary effort, and ensures that improvements are grounded in reality. It involves understanding strengths, weaknesses, and gaps, leveraging lessons learned, and making informed decisions based on available evidence.

Focus on value prioritizes delivering benefits to stakeholders but does not emphasize assessing current resources. Keep it simple and practical reduces complexity but does not explicitly guide leveraging existing capabilities. Progress iteratively with feedback promotes incremental improvement but does not inherently involve assessing the current state before starting.

Applying “Start where you are” involves evaluating current processes, technologies, skills, and documentation. Organizations can identify reusable components, eliminate redundancy, and avoid reinventing solutions unnecessarily. For example, before launching a new service, IT teams can determine whether existing infrastructure, workflows, or automation tools can meet requirements.

Effective application reduces risk, improves resource utilization, and accelerates the delivery of improvements. By understanding the current state, organizations can make realistic plans, prioritize initiatives, and optimize investment. It also ensures alignment with business objectives and supports continual improvement by providing a clear baseline for measuring progress.

This principle enhances operational efficiency, cost-effectiveness, and agility. Organizations that start where they are can leverage institutional knowledge, minimize waste, and accelerate innovation. It strengthens organizational resilience and ensures that change initiatives are practical, achievable, and sustainable. By focusing on current capabilities and gaps, this principle enables value-driven decision-making and continuous improvement.

Question 89

Which ITIL practice provides a single point of contact for users to report issues, request services, and obtain guidance?

A) Service Desk

B) Incident Management

C) Problem Management

D) Change Control

Answer: A) Service Desk

Explanation:

The Service Desk is the central point of contact between users and IT services. It handles incident reporting, service requests, and user inquiries, ensuring effective communication and coordination. The Service Desk facilitates rapid resolution of incidents and service requests by either providing immediate support or routing issues to appropriate teams.

Incident Management restores disrupted services but does not serve as the primary contact point for users. Problem Management investigates root causes but is not designed for direct user interaction. Change Control authorizes and coordinates changes but does not manage user inquiries or service requests.

Key activities of the Service Desk include logging and categorizing incidents and requests, providing first-line resolution, escalating complex issues, communicating status updates, and closing tickets upon resolution. Integration with Knowledge Management ensures that support staff have access to solutions and workarounds. Service Desk performance is often measured by response time, resolution time, and user satisfaction.

Effective Service Desk operations improve user satisfaction, reduce downtime, and enhance communication. By providing a consistent, reliable interface, the Service Desk ensures transparency and accountability. It supports other ITIL practices by providing data for incident trends, problem identification, and continual improvement initiatives.

The Service Desk enhances operational efficiency, supports business continuity, and ensures that IT services remain responsive to user needs. It strengthens IT-business alignment by acting as a hub for information, communication, and service coordination. By embedding Service Desk practices, organizations maintain high-quality support and reliable service delivery.

Question 90

Which ITIL practice ensures that IT services are monitored, measured, and analyzed to support decision-making and continual improvement?

A) Service Level Management

B) Incident Management

C) Change Control

D) Problem Management

Answer: A) Service Level Management

Explanation:

Service Level Management (SLM) monitors, measures, and analyzes IT service performance to ensure that services meet agreed standards and stakeholder expectations. The practice defines Service Level Agreements (SLAs), establishes Key Performance Indicators (KPIs), evaluates compliance, and recommends improvements. By providing transparency and actionable insights, SLM supports informed decision-making and continual improvement.

Incident Management restores services but does not systematically monitor service performance. Change Control implements changes safely but does not focus on service measurement or performance analysis. Problem Management addresses root causes of recurring incidents but is not primarily responsible for monitoring or analyzing service delivery.

Key activities in SLM include defining SLA requirements, collecting performance data, analyzing deviations, reporting results, and recommending corrective actions. Collaboration with other ITIL practices ensures that performance insights inform improvement initiatives, resource planning, and operational decisions. SLM provides visibility into service quality, enabling proactive management and optimization.

Effective SLM enhances accountability, supports stakeholder confidence, and ensures services are consistently delivering value. By analyzing service performance trends, organizations can identify areas for improvement, optimize resources, and align services with evolving business needs. SLM strengthens IT-business alignment, promotes transparency, and fosters a culture of continual improvement.

Question 91

Which ITIL practice ensures that the IT organization understands the needs of its stakeholders and manages relationships to maximize value?

A) Relationship Management

B) Service Desk

C) Change Control

D) Problem Management

Answer: A) Relationship Management

Explanation:

Relationship Management is focused on understanding stakeholder needs, maintaining communication, and managing expectations to ensure IT services provide maximum value. It involves building trust, facilitating collaboration, and aligning IT service delivery with business objectives. By maintaining strong relationships, IT can anticipate needs, resolve issues proactively, and deliver services that meet or exceed stakeholder expectations.

Service Desk serves as the contact point for incidents and service requests, but is reactive rather than relationship-focused. Change Control manages modifications to services but does not specifically manage stakeholder relationships. Problem Management addresses root causes of incidents but is focused on operational improvement rather than ongoing engagement with stakeholders.

Key activities in Relationship Management include identifying key stakeholders, gathering feedback, setting expectations, facilitating collaboration between IT and business units, monitoring satisfaction, and addressing concerns. This practice ensures that IT understands both strategic and operational requirements, supports prioritization of resources, and promotes service value creation.

Effective Relationship Management fosters trust, transparency, and accountability. By maintaining strong connections, IT organizations can anticipate business needs, respond to changes effectively, and identify opportunities for improvement. The practice contributes to continual improvement by capturing stakeholder insights, analyzing satisfaction trends, and implementing adjustments to service design or delivery.

Relationship Management supports decision-making, risk management, and business alignment. By integrating with Service Level Management, Change Control, and Continuous Improvement, the practice ensures that stakeholder feedback is translated into actionable outcomes. Strong relationships enhance collaboration, communication, and efficiency, ensuring that IT services remain relevant, valuable, and aligned with organizational objectives.

Question 92

Which ITIL practice is responsible for ensuring that IT services meet agreed availability targets and are resilient to disruptions?

A) Availability Management

B) Service Level Management

C) Incident Management

D) Problem Management

Answer: A) Availability Management

Explanation:

Availability Management ensures that IT services meet agreed-upon availability targets and are designed to minimize downtime. The practice involves planning, monitoring, measuring, and improving service availability to support business operations. Availability Management assesses risks, designs resilient services, and implements redundancy, fault tolerance, and recovery strategies to ensure service continuity.

Service Level Management monitors performance against agreements but does not directly manage availability design. Incident Management restores services after disruptions but does not proactively ensure availability. Problem Management addresses root causes of recurring issues, but is not primarily responsible for availability planning.

Key activities in Availability Management include defining availability requirements, analyzing risks, designing services for resilience, monitoring performance, reporting metrics, and recommending improvements. Integration with IT Service Continuity Management ensures that services can recover during disasters, while coordination with Capacity Management guarantees sufficient resources for expected demand.

Effective Availability Management reduces downtime, enhances user satisfaction, and ensures reliable service delivery. By proactively identifying vulnerabilities, implementing preventative measures, and monitoring performance, the practice minimizes service disruptions and supports business continuity. Continuous improvement allows organizations to adapt to changing business needs, emerging technologies, and operational challenges.

This practice contributes to cost-effective, reliable, and predictable service delivery. Accurate measurement and reporting of availability metrics enable informed decisions, support risk mitigation, and optimize resource allocation. By embedding Availability Management in ITIL processes, organizations strengthen resilience, improve stakeholder confidence, and ensure IT services consistently deliver value.

Question 93

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

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:

“Keep it simple and practical” emphasizes designing services, processes, and solutions that are straightforward, efficient, and easily understandable. Simplifying operations reduces errors, delays, and resistance, making services easier to adopt, maintain, and improve. Organizations can focus resources on activities that deliver real value while eliminating unnecessary complexity.

Focus on value prioritizes outcomes but does not directly address process simplification. Start where you are encourages leveraging current capabilities but does not inherently reduce complexity. Progress iteratively with feedback promotes incremental improvement but does not specifically target efficiency or simplicity.

Applying this principle involves reviewing existing processes, removing redundant steps, focusing on core requirements, and designing practical solutions. Simplified workflows improve monitoring, measurement, and decision-making, enabling teams to achieve consistent results with fewer errors. For example, streamlining an incident escalation workflow reduces resolution time and increases efficiency.

Effective application of this principle improves operational efficiency, reduces risk, and enhances user satisfaction. It supports agility by enabling quicker response to changes, reducing training and documentation overhead, and encouraging sustainable practices. By focusing on practical, essential activities, organizations can optimize resource use and maintain alignment with business priorities.

This principle integrates with other ITIL practices such as Continual Improvement, Knowledge Management, and Change Control. Simplified processes facilitate collaboration, reduce friction, and provide a clear foundation for future enhancements. Organizations that adopt “Keep it simple and practical” can respond to business needs effectively while maintaining quality, reliability, and value delivery.

Question 94

Which ITIL practice is responsible for ensuring that service capacity meets current and future business demand?

A) Capacity Management

B) Availability Management

C) Change Control

D) Incident Management

Answer: A) Capacity Management

Explanation:

Capacity Management ensures that IT services and infrastructure have sufficient capacity to meet current and future business demand. The practice monitors performance, analyzes trends, growth plans, and optimizes resources to prevent performance degradation or service outages. It balances cost, performance, and business requirements while supporting scalability and sustainability.

Availability Management ensures services meet agreed availability, but does not focus on resource capacity planning. Change Control manages modifications but does not proactively manage performance and resource allocation. Incident Management restores services but does not plan for capacity needs.

Key activities in Capacity Management include monitoring system performance, analyzing usage patterns, predicting future demand, planning infrastructure and resources, and recommending adjustments. Integration with IT Service Continuity Management ensures resources are sufficient for recovery scenarios. Coordination with Service Level Management guarantees that capacity supports agreed performance targets.

Effective Capacity Management prevents service degradation, supports strategic growth, and enhances user satisfaction. By analyzing current and predicted demand, organizations can make informed investment decisions, optimize existing resources, and maintain operational efficiency. Continual assessment allows for proactive improvements, reducing unplanned downtime and ensuring scalability.

This practice supports alignment between IT services and business goals. By maintaining accurate performance metrics and planning for capacity requirements, organizations can avoid bottlenecks, improve service reliability, and maintain cost-effective operations. Capacity Management ensures that services consistently meet performance expectations and deliver value to stakeholders.

Question 95

Which ITIL practice focuses on controlling and managing the lifecycle of all IT assets to ensure value and compliance?

A) IT Asset Management

B) Change Control

C) Problem Management

D) Incident Management

Answer: A) IT Asset Management

Explanation:

IT Asset Management (ITAM) ensures that all IT assets, including hardware, software, licenses, and related components, are tracked, controlled, and managed throughout their lifecycle. ITAM provides visibility into asset inventory, usage, costs, and compliance obligations. By managing assets effectively, organizations optimize resources, reduce waste, ensure regulatory compliance, and support decision-making for service delivery and investment planning.

Change Control manages service modifications, but does not track all IT assets. Problem Management addresses root causes but is not responsible for asset lifecycle oversight. Incident Management restores services but does not control asset compliance or usage.

Key activities in ITAM include identifying assets, recording and updating inventory, tracking usage and status, ensuring license compliance, planning upgrades or disposal, and analyzing asset performance. Integration with Service Configuration Management ensures accurate relationships between assets and configuration items, supporting decision-making and operational efficiency.

Effective ITAM reduces costs, enhances asset utilization, ensures legal compliance, and improves strategic planning. Organizations gain insights into asset performance, lifecycle risks, and replacement needs, enabling better budgeting, forecasting, and continual improvement. It also supports risk management by ensuring that assets are secure, tracked, and properly maintained.

By embedding ITAM into ITIL practices, organizations strengthen governance, improve operational efficiency, and ensure that IT resources deliver maximum value throughout their lifecycle. ITAM provides a foundation for informed investment decisions, service optimization, and sustainable IT service management.

Question 96

Which ITIL practice ensures that services are monitored to detect deviations from agreed performance and that corrective actions are taken promptly?

A) Event Management

B) Incident Management

C) Problem Management

D) Service Desk

Answer: A) Event Management

Explanation:

Event Management focuses on monitoring IT services and infrastructure to detect events, alerts, and deviations from normal operation. Its goal is to identify abnormal situations early and trigger appropriate responses to prevent service disruption. Events can include changes in performance, failures, or conditions requiring proactive attention.

Incident Management restores services after disruptions but does not systematically detect potential deviations proactively. Problem Management addresses root causes of recurring incidents, but is reactive rather than monitoring events. Service Desk acts as a contact point for user-reported issues but does not independently monitor system performance.

Key activities in Event Management include event detection, filtering, correlation, analysis, and response initiation. Events are categorized based on significance: informational, warning, or exception events. Integration with Incident Management allows automated creation of incident tickets for critical events, while coordination with Change Control ensures that preventive actions align with change initiatives.

Effective Event Management enables early detection of issues, reduces downtime, and improves service reliability. By monitoring system performance in real time, IT teams can respond proactively, mitigating potential service degradation. Continual evaluation and refinement of monitoring thresholds, alerts, and escalation procedures support operational efficiency and risk reduction.

The practice also enhances stakeholder confidence by ensuring that services are stable, predictable, and responsive. Properly implemented Event Management provides actionable insights for decision-making, supports proactive problem management, and contributes to continual improvement. By embedding monitoring and automated alert mechanisms, organizations can achieve faster response times, minimize business impact, and maintain service excellence.

Question 97

Which ITIL guiding principle advises organizations to make decisions and changes in a step-by-step approach while continuously evaluating outcomes?

A) Progress iteratively with feedback

B) Focus on value

C) Start where you are

D) Keep it simple and practical

Answer: A) Progress iteratively with feedback

Explanation:

“Progress iteratively with feedback” emphasizes implementing changes in manageable increments and continuously evaluating results to guide further improvements. This principle reduces risk, enables learning from actual outcomes, and ensures that adjustments are informed by practical experience rather than assumptions. Iterative progress ensures that services evolve in alignment with business needs and stakeholder expectations.

Focus on value prioritizes benefits for stakeholders but does not prescribe incremental implementation. Start where you are encourages leveraging existing resources but does not specifically involve iterative evaluation. Keep it simple and practical reduces complexity but does not guide stepwise progress with feedback.

Applying this principle involves planning small, achievable changes, monitoring performance, gathering stakeholder feedback, and refining actions before proceeding to the next step. Iterative implementation allows organizations to identify issues early, correct course, and improve outcomes while minimizing resource waste.

Effective application increases agility, reduces the likelihood of large-scale failures, and encourages continual improvement. Feedback loops provide actionable insights for process optimization, service enhancement, and risk mitigation. By embedding iterative decision-making, organizations can adapt quickly to changing business needs, reduce uncertainty, and enhance stakeholder confidence.

This principle integrates with other ITIL practices such as Change Control, Service Level Management, and Continual Improvement. Iterative progress ensures that changes are practical, measurable, and aligned with strategic goals. Organizations that embrace this principle can respond effectively to challenges, maintain operational resilience, and deliver high-value services efficiently.

Question 98

Which ITIL practice focuses on planning, coordinating, and implementing changes to minimize service disruption?

A) Change Control

B) Incident Management

C) Problem Management

D) Service Request Management

Answer: A) Change Control

Explanation:

Change Control is responsible for planning, authorizing, and implementing changes in a controlled manner to minimize risk and disruption. The practice ensures that modifications to IT services, infrastructure, or processes are evaluated, approved, coordinated, and reviewed to maintain service stability and compliance with organizational policies.

Incident Management restores services but does not manage changes proactively. Problem Management investigates root causes but does not implement or control changes. Service Request Management fulfills routine requests but is not responsible for high-risk or structural modifications.

Key activities in Change Control include reviewing change requests, assessing risk and impact, obtaining approvals, scheduling implementation, coordinating resources, and performing post-implementation reviews. High-risk or major changes may involve consultation with a Change Advisory Board (CAB). Integration with Knowledge Management ensures lessons from prior changes inform decision-making and reduce repeat failures.

Effective Change Control reduces service downtime, prevents operational errors, and improves reliability. By assessing potential risks and planning changes carefully, organizations can implement improvements safely, optimize resource allocation, and maintain service continuity. Continual monitoring and review support process refinement, organizational learning, and compliance with governance requirements.

The practice also enhances stakeholder confidence by ensuring that changes are predictable, documented, and aligned with business objectives. By embedding structured change management, organizations can innovate while mitigating risks, ensuring IT services remain stable, resilient, and capable of delivering value consistently.

Question 99

Which ITIL practice is responsible for analyzing and managing known errors to prevent recurring incidents and improve service quality?

A) Problem Management

B) Incident Management

C) Change Control

D) Service Desk

Answer: A) Problem Management

Explanation:

Problem Management identifies root causes of incidents and manages known errors to prevent recurrence. By analyzing patterns, documenting known errors, and implementing corrective actions or workarounds, this practice reduces operational disruptions, enhances service reliability, and supports continual improvement.

Incident Management restores services quickly but does not address underlying causes. Change Control manages the safe implementation of modifications, but is not responsible for analyzing recurring incidents. Service Desk acts as the point of contact for reporting issues, but does not investigate root causes or manage known errors.

Key activities in Problem Management include detecting problems, performing root cause analysis, recording known errors, recommending solutions or workarounds, and monitoring implementation. Integration with Change Control ensures that permanent solutions are implemented safely, while collaboration with Incident Management accelerates the resolution of recurring issues.

Effective Problem Management minimizes repeated incidents, reduces downtime, and improves user satisfaction. Documented known errors guide support teams, facilitating faster incident resolution. Proactive problem resolution helps optimize resource allocation, enhance operational efficiency, and support strategic planning.

This practice contributes to continual improvement by providing insights into service weaknesses, recurring failures, and operational risks. Trend analysis and lessons learned inform preventive measures, process optimization, and better decision-making. By embedding Problem Management into ITIL practices, organizations strengthen resilience, improve service quality, and ensure consistent value delivery to stakeholders.

Question 100

Which ITIL practice ensures that changes are implemented with minimal impact on service quality and operational stability?

A) Change Control

B) Incident Management

C) Problem Management

D) Service Request Management

Answer: A) Change Control

Explanation:

Change Control ensures that all modifications to IT services, infrastructure, and processes are planned, evaluated, and implemented with minimal disruption. The practice assesses risks, coordinates resources, authorizes changes, monitors execution, and reviews outcomes to maintain service quality and operational stability.

Incident Management restores services after disruptions but does not control changes. Problem Management addresses root causes but does not manage the process of implementing changes. Service Request Management fulfills routine requests but is not responsible for high-risk or structural modifications.

Key activities in Change Control include logging change requests, assessing risk and impact, obtaining approvals, scheduling implementation, coordinating activities, and performing post-implementation reviews. Coordination with a Change Advisory Board ensures that major or high-impact changes are evaluated appropriately. Integration with Knowledge Management leverages lessons learned from past changes to reduce errors and improve planning.

Effective Change Control reduces downtime, prevents service disruptions, and ensures that improvements align with business objectives. By systematically managing change, organizations maintain operational stability, enhance stakeholder confidence, and enable innovation. Continual monitoring and review facilitate learning, refinement, and improvement of change processes.

The practice supports strategic alignment, risk management, and continual improvement. By embedding Change Control into ITIL practices, organizations ensure that services evolve safely, resources are optimized, and value is consistently delivered. Change Control strengthens governance, reliability, and organizational resilience while maintaining high service quality.