ITIL 4 Foundation  ITILFND V4 Exam Dumps and Practice Test Questions Set 6 Q101-120

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Question 101

Which ITIL practice focuses on capturing, sharing, and reusing knowledge to improve decision-making and service delivery?

A) Knowledge Management

B) Incident Management

C) Problem Management

D) Change Control

Answer: A) Knowledge Management

Explanation:

Knowledge Management ensures that valuable information is captured, organized, and made accessible to stakeholders to improve service delivery, decision-making, and operational efficiency. This practice involves collecting explicit knowledge (documents, reports) and tacit knowledge (experience, insights), structuring it for easy retrieval, and sharing it across teams. Knowledge Management supports faster resolution of incidents, informed planning for changes, and proactive problem-solving.

Incident Management restores services quickly but does not systematically capture knowledge. Problem Management identifies root causes but focuses on corrective actions rather than broader knowledge sharing. Change Control manages service modifications but does not centralize organizational knowledge for reuse.

Key activities in Knowledge Management include identifying knowledge sources, collecting and validating information, storing it in accessible formats, promoting usage, and continuously updating knowledge repositories. Integration with Service Desk, Incident, Problem, and Change practices ensures that knowledge is applied in real scenarios, improving efficiency and accuracy of responses.

Effective Knowledge Management reduces repeated errors, shortens resolution times, enhances employee competence, and promotes a culture of learning. By making information available when and where it is needed, staff can make faster, more informed decisions, resulting in improved service quality. Knowledge sharing also fosters collaboration, reduces dependency on individuals, and preserves organizational intelligence.

This practice supports continual improvement by analyzing patterns of knowledge usage, identifying gaps, and updating processes. Accurate and accessible knowledge aids risk management, supports innovation, and ensures compliance with standards and regulations. By embedding Knowledge Management into ITIL practices, organizations can deliver consistent, high-quality services while increasing efficiency and adaptability in a dynamic business environment.

Question 102

Which ITIL practice ensures that services are designed to meet agreed availability, capacity, continuity, and security requirements?

A) Service Design

B) Service Level Management

C) Change Control

D) Problem Management

Answer: A) Service Design

Explanation:

Service Design focuses on creating IT services that meet business requirements in terms of availability, capacity, continuity, and security. It involves designing processes, infrastructure, technologies, and metrics to ensure that services are fit for purpose, reliable, and resilient. Service Design ensures that services are structured to deliver value while minimizing risks and operational costs.

Service Level Management monitors service performance but does not design services. Change Control manages modifications but does not develop service architecture. Problem Management addresses underlying issues but is not primarily responsible for service design.

Key activities in Service Design include gathering requirements, defining service models, designing processes and technology components, planning for capacity and availability, embedding security controls, and creating measurement frameworks. Integration with Service Level Management ensures that services meet agreed targets, while coordination with Change Control ensures that future changes align with design specifications.

Effective Service Design results in reliable, scalable, and secure services that align with organizational objectives. It reduces operational risks, improves user satisfaction, and supports business continuity. Properly designed services provide a foundation for smooth service operation, effective incident resolution, and continual improvement.

By embedding Service Design principles, organizations can ensure that services are consistent, efficient, and capable of adapting to changing business requirements. Collaboration with stakeholders and alignment with governance frameworks ensures that designs are practical, sustainable, and deliver long-term value. Service Design strengthens IT-business alignment, operational stability, and overall service quality.

Question 103

Which ITIL guiding principle encourages organizations to focus on activities that provide direct value to stakeholders while eliminating unnecessary steps?

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 prioritizing activities, services, and decisions based on the benefits they deliver to stakeholders. Organizations should understand what stakeholders perceive as valuable and ensure that efforts contribute directly to those outcomes. This principle supports strategic alignment, efficient resource allocation, and measurable service benefits.

Start where you are encourages leveraging existing resources but does not prioritize value. Keep it simple and practical reduces complexity but does not directly focus on stakeholder benefits. Collaborate and promote visibility emphasizes teamwork and transparency but is secondary to achieving tangible outcomes.

Applying this principle involves identifying key stakeholders, understanding their expectations, defining measurable outcomes, and aligning processes and resources to maximize value. Activities that do not contribute to value are minimized or eliminated, ensuring efficiency and clarity. Continuous evaluation ensures that services remain relevant and responsive to changing stakeholder needs.

Effective application of “Focus on value” ensures that resources are invested wisely, processes are optimized, and IT services deliver meaningful benefits. It enhances decision-making, reduces waste, and supports continual improvement by highlighting areas where improvements will have the greatest impact. This principle promotes accountability, strategic alignment, and customer-centric thinking.

By embedding value-focused decision-making across ITIL practices, organizations can maintain relevance, improve service quality, and ensure that efforts consistently support business objectives. Services that deliver demonstrable value foster trust, satisfaction, and engagement with stakeholders.

Question 104

Which ITIL practice is responsible for identifying, assessing, and controlling risks that could impact IT service delivery?

A) Risk Management

B) Incident Management

C) Change Control

D) Problem Management

Answer: A) Risk Management

Explanation:

Risk Management identifies potential threats and opportunities affecting IT services, assesses their impact and likelihood, and implements controls to mitigate negative consequences. This practice ensures that risks are proactively managed to maintain service stability, support business objectives, and comply with regulatory requirements.

Incident Management restores services after disruptions but does not proactively assess risks. Change Control manages modifications but primarily focuses on authorizing and coordinating changes rather than identifying all service risks. Problem Management addresses recurring issues but is not responsible for comprehensive risk assessment.

Key activities in Risk Management include risk identification, evaluation of likelihood and impact, prioritization, mitigation planning, implementation of controls, monitoring, and review. Integration with Change Control ensures that risks are considered during modifications, while collaboration with Service Continuity Management ensures that critical risks are addressed in continuity planning.

Effective Risk Management enhances decision-making, reduces operational and financial losses, and increases stakeholder confidence. By identifying and managing risks proactively, organizations can prevent incidents, reduce downtime, optimize resource allocation, and improve service quality. Continual review of risk processes ensures that emerging threats are addressed and that mitigation strategies remain effective.

This practice contributes to overall governance, compliance, and operational resilience. By embedding risk awareness and management across ITIL practices, organizations ensure that services are reliable, secure, and aligned with strategic objectives. Risk Management enables informed decision-making, sustainable service delivery, and proactive continual improvement.

Question 105

Which ITIL practice ensures that all assets, configurations, and relationships are accurately recorded and maintained to support service management?

A) Service Configuration Management

B) Change Control

C) Problem Management

D) Incident Management

Answer: A) Service Configuration Management

Explanation:

Service Configuration Management ensures that all configuration items (CIs), their attributes, and relationships are accurately documented and maintained throughout the service lifecycle. It provides a single source of truth via the Configuration Management Database (CMDB), supporting incident resolution, change planning, problem management, and informed decision-making.

Change Control manages service modifications but does not maintain CI relationships systematically. Problem Management addresses root causes but is not focused on CI tracking. Incident Management restores services but does not document or maintain asset relationships.

Key activities in Service Configuration Management include identifying and defining CIs, recording attributes and relationships, maintaining CMDB accuracy, auditing records, and updating configuration information during service changes. Integration with Change Control ensures safe implementation of changes, while collaboration with Incident and Problem Management supports accurate impact analysis and resolution planning.

Effective Service Configuration Management improves service reliability, reduces errors, and facilitates operational efficiency. Accurate CI records enable faster incident resolution, informed planning for changes, risk assessment, and compliance reporting. By maintaining comprehensive CI information, organizations optimize resource utilization, enhance transparency, and strengthen IT governance.

This practice also supports continual improvement by providing insights into asset usage, service dependencies, and operational performance. By embedding Service Configuration Management, organizations can ensure stable, resilient, and value-driven IT service delivery while enabling informed decision-making and effective collaboration across ITIL practices.

Question 106

Which ITIL practice ensures that services are designed, transitioned, and operated to provide agreed levels of availability to meet business requirements?

A) Availability Management

B) Capacity Management

C) Service Level Management

D) IT Asset Management

Answer: A) Availability Management

Explanation:

Availability Management ensures that IT services are designed, deployed, and operated to meet agreed availability targets. This practice focuses on maximizing service uptime and minimizing disruptions by designing resilient systems, monitoring performance, and proactively addressing potential risks. It is essential for ensuring that services are reliable, consistent, and capable of supporting business needs.

Capacity Management ensures that resources are sufficient to meet demand but does not directly manage availability. Service Level Management monitors performance against agreements but does not proactively design systems for availability. IT Asset Management tracks and controls assets but does not focus on service uptime or continuity.

Key activities in Availability Management include defining availability requirements, assessing risks, implementing redundancy and failover mechanisms, monitoring systems, analyzing incidents affecting availability, and recommending improvements. Integration with Service Continuity Management ensures resilience in case of major disruptions. Coordination with Change Control ensures that planned changes do not negatively impact availability.

Availability Management is a fundamental ITIL practice focused on ensuring that IT services meet agreed-upon availability requirements so that they are accessible to users whenever needed. Its purpose is to make sure that services remain reliable, resilient, and continuously operational in alignment with business expectations. This practice monitors service uptime, identifies potential weaknesses, ensures redundancy is in place, and works to minimize service interruptions. Availability Management also analyzes historical data to forecast risks and implements strategies such as clustering, failover configurations, load balancing, and maintenance planning. By examining service components holistically and identifying vulnerabilities, it reduces downtime and helps ensure that service-level targets are consistently met. Ultimately, the primary goal of Availability Management is to deliver predictable, dependable service availability, making option A the correct answer when the question involves ensuring services meet availability targets and support business needs.

Capacity Management, on the other hand, ensures that IT services and infrastructure have adequate resources to meet current and future business demands. It examines how systems are used over time and works to balance performance, cost, and resource availability. Capacity Management forecasts future workload needs, plans for upgrades, tracks system performance, and prevents bottlenecks. While closely related to Availability Management, this practice focuses more on the efficiency and sufficiency of computing resources such as CPU, memory, storage, and network throughput. Its primary concern is ensuring that the infrastructure can handle workload levels without degrading service performance. Although maintaining proper capacity can indirectly support availability, Capacity Management does not specifically focus on uptime targets or business-critical service availability goals. Therefore, it is not the correct answer when the emphasis is on ensuring availability targets are met.

Service Level Management is centered on establishing, monitoring, and managing service targets defined in Service Level Agreements (SLAs). It ensures that the expectations of customers and the capabilities of service providers are clearly documented and aligned. This practice involves negotiating SLAs, reviewing performance reports, and ensuring that services deliver agreed-upon quality metrics such as response times, reliability, or service hours. While it plays an important role in measuring availability performance, Service Level Management does not ensure availability itself. Instead, it monitors, reports, and facilitates alignment between business expectations and operational performance. It depends on other practices—such as Availability Management, Capacity Management, and Incident Management—to achieve those targets. Because Service Level Management is focused on agreements, reporting, and coordination rather than guaranteeing availability, it is not the correct choice for ensuring service availability.

IT Asset Management is responsible for tracking and managing IT assets throughout their lifecycle, from procurement to retirement. It ensures that hardware, software, licenses, and cloud resources are used efficiently, remain compliant, and avoid unnecessary costs. This practice helps organizations understand what assets they have, how they are being used, and when they need upgrades or disposal. While effective IT Asset Management supports financial and operational efficiency, it does not directly ensure or manage service availability. Asset tracking contributes to better planning and governance, but it has no direct role in uptime monitoring, maintenance planning, or availability optimization. As such, it does not address the specific goal of ensuring that services meet availability requirements.

In conclusion, while Capacity Management ensures resource sufficiency, Service Level Management handles agreements, and IT Asset Management tracks equipment and resources, none of these practices directly focus on ensuring that IT services remain available and operational to meet business needs. 

Effective Availability Management reduces service downtime, improves user satisfaction, and enhances business continuity. By monitoring service performance, analyzing trends, and identifying vulnerabilities, IT teams can anticipate failures and take preventive actions. Continual improvement ensures that availability practices evolve alongside business growth, technological changes, and emerging risks.

The practice strengthens operational efficiency and stakeholder confidence by ensuring that services remain reliable, predictable, and capable of delivering value. By embedding Availability Management, organizations can optimize resource allocation, reduce risks, and support service-level commitments, creating a foundation for resilient, high-quality IT service delivery.

Question 107

Which ITIL practice ensures that the organization has sufficient capacity to meet current and future business requirements for IT services?

A) Capacity Management

B) Availability Management

C) Service Level Management

D) Change Control

Answer: A) Capacity Management

Explanation:

Capacity Management ensures that IT services and infrastructure are sufficient to meet business demands, both current and future. It involves monitoring performance, analyzing trends, forecasting demand, and planning resources to prevent performance degradation or bottlenecks. This practice balances cost, performance, and service quality to deliver value efficiently.

Availability Management ensures uptime but does not plan resource capacity. Service Level Management monitors compliance with agreements but does not proactively manage resource sufficiency. Change Control manages modifications but does not predict or allocate resources for future demand.

Key activities in Capacity Management include monitoring system performance, analyzing resource utilization, predicting future demands, planning for upgrades or expansions, and recommending optimizations. Integration with Availability Management ensures resources are sufficient to maintain agreed service levels. Coordination with IT Service Continuity Management supports resilience during disruptions.

Effective Capacity Management prevents service degradation, ensures scalability, and enhances operational efficiency. By forecasting and proactively allocating resources, organizations reduce downtime, improve user satisfaction, and avoid unexpected costs. Continual improvement enables optimization of existing resources and informed investment decisions, ensuring IT services remain aligned with business growth and strategic objectives.

The practice contributes to reliable service delivery, risk mitigation, and stakeholder confidence. Accurate planning and monitoring enable timely adjustments, reduce performance bottlenecks, and maintain service quality. By embedding Capacity Management, organizations achieve sustainable, efficient, and value-driven IT operations.

Capacity Management is a key ITIL practice responsible for ensuring that IT services and infrastructure have sufficient capacity to meet both current and future business demands. This includes monitoring system performance, forecasting growth trends, identifying bottlenecks, and planning for upgrades or optimizations before performance issues arise. Its approach involves continuous evaluation of factors such as CPU utilization, storage availability, bandwidth usage, and application workload patterns. By understanding how resources are consumed and how demand is likely to evolve, this practice ensures that the organization does not face slowdowns, outages due to overloaded systems, or unnecessary overprovisioning. Capacity Management focuses heavily on balancing performance, cost, and efficiency. It uses metrics, predictive modeling, and business forecasts to make sure that the right amount of capacity is available at the right time. This makes it the correct answer when the question relates to managing performance levels, ensuring systems can handle workload, and preventing resource shortages that would impact service quality.

Availability Management, while closely related in concept, serves a different purpose. This practice ensures that IT services meet agreed-upon availability targets so that users have access to critical systems when needed. It focuses on minimizing downtime, increasing reliability, implementing redundant components, and planning resilience strategies such as failover configurations or high-availability architectures. Availability Management looks at the overall service health, analyzes patterns of outages, and identifies weaknesses that might cause service interruption. The objective is to maintain continuous and predictable service uptime. Although capacity problems can impact availability, Availability Management does not work with resource planning, performance forecasting, or infrastructure sizing. Instead, it ensures that services remain accessible and aligned with business expectations for uptime. For these reasons, Availability Management is not the correct answer in a question focused on managing system workload capacity.

In summary, while Availability Management ensures uptime, Service Level Management handles agreement compliance, and Change Control manages safe implementation of changes, only Capacity Management focuses on resource sufficiency, performance forecasting, and ensuring that infrastructure can support business demand. Therefore, the correct answer is A) Capacity Management.

Question 108

Which ITIL practice is responsible for restoring normal service operation as quickly as possible after an unplanned disruption?

A) Incident Management

B) Problem Management

C) Change Control

D) Service Request Management

Answer: A) Incident Management

Explanation:

Incident Management focuses on restoring normal service operation promptly following unplanned disruptions to minimize business impact. The practice involves logging incidents, categorizing and prioritizing them, diagnosing causes, providing workarounds, and implementing resolutions. Its primary goal is to maintain service continuity and user satisfaction.

Problem Management addresses root causes but is not responsible for immediate restoration. Change Control manages planned modifications but does not resolve operational disruptions. Service Request Management fulfills routine user requests but does not handle unplanned incidents.

Key activities in Incident Management include incident detection, logging, classification, prioritization, investigation, resolution, and closure. Integration with Knowledge Management provides access to documented solutions, while coordination with Problem Management ensures recurring incidents are addressed. Communication with stakeholders throughout the process improves transparency and user confidence.

Effective Incident Management reduces downtime, improves productivity, and ensures business continuity. Prioritizing incidents based on impact and urgency ensures critical services are restored first. Continuous analysis of incident trends supports preventative measures and process improvements. Embedding this practice enhances operational efficiency, minimizes business disruption, and strengthens overall IT service reliability.

By implementing structured incident handling, organizations maintain operational resilience, improve user experience, and facilitate continual improvement. Rapid resolution and clear communication are essential for trust and confidence in IT services. Incident Management ensures services remain available, stable, and aligned with business objectives.

Question 109

Which ITIL practice is focused on identifying the root cause of incidents to prevent recurrence and improve service quality?

A) Problem Management

B) Incident Management

C) Change Control

D) Service Desk

Answer: A) Problem Management

Explanation:

Problem Management identifies the underlying causes of incidents and implements measures to prevent recurrence. This practice involves analyzing trends, documenting known errors, developing workarounds, and recommending permanent solutions. Its purpose is to reduce operational disruptions, improve service reliability, and enhance user satisfaction.

Incident Management restores services quickly but does not analyze root causes. Change Control manages service modifications but does not proactively prevent recurring incidents. Service Desk provides a contact point for reporting issues but does not investigate causes or manage known errors.

Key activities in Problem Management include problem detection, root cause analysis, documentation of known errors, recommending and implementing solutions, and reviewing effectiveness. Coordination with Change Control ensures that permanent resolutions are implemented safely. Integration with Incident Management accelerates resolution of recurring issues.

Effective Problem Management reduces repeated incidents, downtime, and operational costs. Documented known errors provide guidance for support teams, enabling faster resolution and better decision-making. Proactive problem-solving improves resource allocation, supports continual improvement, and contributes to strategic planning.

This practice enhances service quality, operational efficiency, and stakeholder confidence. By embedding Problem Management, organizations ensure IT services are resilient, reliable, and aligned with business objectives. It provides valuable insights for process optimization, risk mitigation, and long-term service sustainability.

Question 110

Which ITIL practice ensures that all IT assets are tracked, controlled, and utilized efficiently throughout their lifecycle?

A) IT Asset Management

B) Change Control

C) Problem Management

D) Service Desk

Answer: A) IT Asset Management

Explanation:

IT Asset Management (ITAM) manages IT assets—including hardware, software, and licenses—throughout their lifecycle to ensure efficient use, compliance, and cost-effectiveness. ITAM provides visibility into asset inventory, usage, and relationships, supporting decision-making, planning, and regulatory compliance.

Change Control manages modifications but does not track asset utilization. Problem Management addresses recurring issues but does not oversee asset lifecycle. Service Desk handles user inquiries but does not manage asset inventory.

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

Effective ITAM optimizes resource utilization, reduces costs, ensures compliance, and supports operational efficiency. Organizations gain insights into asset performance, lifecycle risks, and replacement needs, enabling better planning and budgeting. ITAM also contributes to risk management by ensuring assets are secure, controlled, and accounted for.

By embedding ITAM into ITIL practices, organizations strengthen governance, improve operational efficiency, and ensure that IT resources deliver maximum value. Proper asset management supports sustainable service delivery, reduces operational risk, and enhances stakeholder confidence.

Question 111

Which ITIL practice focuses on ensuring that services are delivered in accordance with agreed service levels and business requirements?

A) Service Level Management

B) Change Control

C) Incident Management

D) Problem Management

Answer: A) Service Level Management

Explanation:

Service Level Management (SLM) ensures that IT services meet agreed performance and quality standards, aligned with business requirements. This practice involves defining, negotiating, monitoring, and reporting on Service Level Agreements (SLAs) and ensuring that expectations are clear, measurable, and achievable. By monitoring performance against targets, SLM ensures that services consistently deliver value to the organization.

Change Control manages modifications to services but does not monitor or enforce agreed service levels. Incident Management restores services after disruptions but does not focus on SLA compliance proactively. Problem Management identifies root causes of recurring incidents but does not track service performance against business expectations.

Key activities in SLM include defining SLAs with stakeholders, monitoring service performance against these targets, analyzing deviations, reporting results, and recommending improvements. Coordination with other ITIL practices, such as Incident and Problem Management, ensures that service levels are achievable and any issues affecting performance are addressed promptly.

Effective Service Level Management improves transparency, accountability, and customer satisfaction. By providing clear expectations, organizations can align IT service delivery with business goals. Continuous measurement and reporting allow for informed decision-making and proactive problem identification, reducing service disruptions and improving operational efficiency.

The practice also supports continual improvement by analyzing service trends and implementing corrective measures. Integration with Capacity, Availability, and IT Service Continuity Management ensures that resources, uptime, and risk mitigation align with service commitments. Service Level Management provides a structured approach to managing expectations and delivering consistent, high-quality IT services, ultimately ensuring stakeholder trust and operational excellence.

Question 112

Which ITIL practice is responsible for providing a central point of contact for users to report incidents, request services, and receive support?

A) Service Desk

B) Incident Management

C) Problem Management

D) Change Control

Answer: A) Service Desk

Explanation:

The Service Desk serves as the central point of contact between users and IT services. It manages incidents, service requests, and inquiries while providing support, guidance, and communication throughout the resolution process. This practice ensures that users have a single, consistent interface for interacting with IT services.

Incident Management restores services but does not provide a user-facing contact point. Problem Management identifies root causes but does not serve as a communication hub for users. Change Control manages modifications to IT services but is not focused on supporting day-to-day user interactions.

Key activities in Service Desk include logging incidents and requests, categorizing and prioritizing tickets, providing first-line resolution, escalating complex issues, communicating status updates, and closing tickets once resolved. Integration with Knowledge Management enables staff to access relevant information and solutions, improving resolution efficiency. Coordination with Incident and Problem Management ensures recurring issues are addressed and service improvements are implemented.

Effective Service Desk operations enhance user satisfaction, reduce downtime, and maintain operational efficiency. By providing a consistent communication channel, the practice builds trust, transparency, and accountability. It supports business continuity by ensuring that issues are reported and resolved promptly. Performance metrics, such as response time and resolution rate, help identify areas for improvement and support continual service enhancement.

By embedding the Service Desk into the ITIL framework, organizations ensure that services remain accessible, responsive, and aligned with business needs. The practice strengthens IT-business alignment, provides critical operational insights, and promotes a culture of proactive support and continuous improvement.

Question 113

Which ITIL practice involves planning, coordinating, and implementing changes to reduce risk and maintain service stability?

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 maintain stability. The practice ensures that changes are assessed, authorized, planned, and implemented systematically, minimizing the likelihood of service disruption while supporting organizational objectives.

Incident Management restores services but does not control change implementation. Problem Management investigates root causes but does not manage change execution. Service Request Management fulfills routine requests but does not handle high-risk changes or structural modifications.

Key activities in Change Control include evaluating change requests, assessing risk and impact, obtaining approval, scheduling implementation, coordinating resources, and reviewing outcomes. Collaboration with a Change Advisory Board (CAB) ensures major changes are properly vetted, while integration with Knowledge Management and Problem Management reduces errors by leveraging prior experience.

Effective Change Control improves service reliability, reduces operational disruptions, and supports continual improvement. By standardizing change processes, organizations ensure consistency, accountability, and traceability, enabling better decision-making and resource allocation. Post-implementation reviews identify lessons learned, driving process enhancements and risk mitigation strategies.

This practice also strengthens stakeholder confidence and governance by ensuring that changes are predictable, safe, and aligned with business priorities. Embedding Change Control into ITIL practices enables organizations to innovate while maintaining operational stability, improving service quality, and ensuring value delivery.

Question 114

Which ITIL practice focuses on understanding, analyzing, and reducing the likelihood of incidents recurring?

A) Problem Management

B) Incident Management

C) Change Control

D) Service Desk

Answer: A) Problem Management

Explanation:

Problem Management identifies the underlying causes of incidents and implements measures to prevent recurrence. The practice emphasizes analyzing trends, documenting known errors, recommending workarounds, and implementing permanent solutions to enhance service reliability. Its purpose is to reduce operational disruptions and improve overall IT service quality.

Incident Management restores services quickly but does not focus on preventing recurrence. Change Control manages modifications but does not systematically investigate root causes. Service Desk acts as a contact point for user issues but does not analyze patterns or implement long-term solutions.

Key activities in Problem Management include detecting problems, performing root cause analysis, documenting known errors, developing solutions or workarounds, and monitoring their effectiveness. Integration with Change Control ensures that permanent resolutions are implemented safely, while coordination with Incident Management accelerates recurring issue resolution.

Effective Problem Management reduces repeated incidents, downtime, and operational costs. By analyzing historical data and documenting lessons learned, organizations can prevent future disruptions, optimize resource allocation, and support strategic planning. Continual improvement is supported by reviewing trends, updating knowledge repositories, and refining preventive measures.

Embedding Problem Management within ITIL practices strengthens service reliability, operational efficiency, and stakeholder satisfaction. It ensures IT services remain resilient, predictable, and capable of delivering value consistently while providing insights for process improvement, risk reduction, and informed decision-making.

Question 115

Which ITIL practice involves monitoring IT services and infrastructure to detect deviations and trigger responses?

A) Event Management

B) Incident Management

C) Problem Management

D) Service Desk

Answer: A) Event Management

Explanation:

Event Management monitors IT services and infrastructure to detect significant changes, deviations, or alerts that may indicate potential issues. The practice classifies events as informational, warning, or exception and triggers appropriate responses to prevent service degradation or outages. Event Management provides early detection, enabling proactive management of services.

Incident Management restores services after disruptions but does not proactively monitor events. Problem Management identifies root causes but is not focused on event detection. Service Desk provides a user interface for reporting issues but does not independently monitor systems.

Key activities in Event Management include detecting events, filtering and correlating alerts, categorizing significance, analyzing impacts, and triggering automated or manual responses. Integration with Incident Management ensures that critical events generate incident tickets for rapid resolution. Coordination with Change Control and Problem Management helps prevent recurring issues.

Effective Event Management reduces downtime, supports proactive service monitoring, and improves operational efficiency. By detecting anomalies early, organizations can respond before significant business impact occurs, increasing reliability and stakeholder confidence. Continuous review of thresholds, alert criteria, and response procedures enhances performance and supports continual improvement.

By embedding Event Management, IT organizations gain visibility into system behavior, maintain service stability, and enable informed decision-making. This practice strengthens resilience, operational awareness, and proactive risk mitigation while ensuring that IT services remain aligned with business objectives.

Question 116

Which ITIL practice ensures that IT services continue to operate during and after a major disruption?

A) IT Service Continuity Management

B) Availability Management

C) Incident Management

D) Problem Management

Answer: A) IT Service Continuity Management

Explanation:

IT Service Continuity Management (ITSCM) ensures that IT services can continue to operate during and after significant disruptions, such as natural disasters, cyberattacks, or system failures. The practice focuses on risk assessment, planning, and implementing recovery strategies to maintain critical business processes. It ensures alignment between IT capabilities and business continuity requirements.

Availability Management ensures that services meet agreed uptime but does not address large-scale disruptions or recovery planning. Incident Management restores services after incidents but does not provide a structured continuity plan. Problem Management investigates root causes of recurring issues but is not designed to ensure operational continuity in crises.

Key activities in ITSCM include business impact analysis, risk assessment, identifying critical services, developing recovery strategies, implementing contingency plans, testing and reviewing procedures, and maintaining documentation. Integration with Change Control ensures that modifications do not compromise continuity plans, while coordination with Availability Management ensures that redundant systems and failover mechanisms are effective.

Effective IT Service Continuity Management reduces the likelihood of prolonged downtime, ensures business resilience, and protects organizational reputation. By preparing for potential disasters, IT organizations can prioritize recovery efforts, allocate resources efficiently, and maintain service availability for critical operations. Continual testing and refinement improve readiness, enhance response times, and validate recovery strategies.

The practice also supports compliance with legal and regulatory requirements, risk management frameworks, and stakeholder expectations. By embedding ITSCM into ITIL practices, organizations enhance operational resilience, reduce financial losses during disruptions, and maintain trust with customers, partners, and employees. Strong continuity planning ensures that services can recover quickly, maintain critical operations, and continue to deliver value despite adverse events.

Question 117

Which ITIL guiding principle encourages organizations to work together across teams and departments while making work transparent?

A) Collaborate and promote visibility

B) Focus on value

C) Progress iteratively with feedback

D) Keep it simple and practical

Answer: A) Collaborate and promote visibility

Explanation:

The principle “Collaborate and promote visibility” emphasizes the importance of cross-functional teamwork, open communication, and transparency in decision-making. By sharing information, engaging stakeholders, and fostering collaboration, organizations can improve service delivery, identify risks early, and align IT efforts with business goals. Transparent processes also reduce misunderstandings, inefficiencies, and duplication of work.

Focus on value prioritizes outcomes for stakeholders but does not specifically emphasize teamwork or transparency. Progress iteratively with feedback encourages incremental improvements but is not directly focused on collaboration. Keep it simple and practical reduces complexity but does not address cross-functional cooperation or visibility.

Key activities in applying this principle include establishing clear communication channels, ensuring stakeholders have access to relevant information, encouraging joint problem-solving, sharing successes and failures, and making work visible through dashboards, reports, or regular updates. Integration with Knowledge Management ensures that lessons learned are accessible and inform future decisions.

Effective collaboration and transparency improve efficiency, build trust, and enhance decision-making. When teams work together openly, risks and issues can be identified earlier, resulting in faster resolution and better alignment with organizational objectives. Visible processes also support accountability and continual improvement.

Embedding this principle within ITIL practices ensures that organizational silos are minimized, stakeholders remain informed, and decision-making is collaborative and evidence-based. Promoting visibility and cooperation strengthens stakeholder confidence, operational efficiency, and overall service quality. By fostering a culture of collaboration, organizations can achieve sustainable value and maintain alignment between IT services and business needs.

Question 118

Which ITIL practice is responsible for providing guidance and standards for evaluating, authorizing, and managing changes to minimize service disruption?

A) Change Control

B) Incident Management

C) Problem Management

D) Service Desk

Answer: A) Change Control

Explanation:

Change Control ensures that all changes to IT services, infrastructure, and processes are assessed, approved, and implemented in a controlled manner. The practice aims to minimize the risk of service disruption, maintain operational stability, and support business objectives. Effective Change Control enables innovation while ensuring reliability.

Incident Management restores services but does not manage the process of implementing changes. Problem Management investigates root causes but does not authorize modifications. Service Desk provides a point of contact for users but does not control changes or approve implementation.

Key activities in Change Control include reviewing change requests, assessing risks and impacts, obtaining approval, scheduling and coordinating implementation, monitoring execution, and performing post-implementation reviews. Collaboration with the Change Advisory Board (CAB) ensures that high-risk or major changes are carefully evaluated. Integration with Knowledge Management and Problem Management provides historical insights to reduce errors.

Effective Change Control reduces service downtime, maintains consistency, and improves stakeholder confidence. By ensuring changes are implemented systematically, IT organizations can innovate without compromising operational stability. Post-implementation reviews identify lessons learned and inform process improvements, enhancing future change management.

The practice strengthens governance, accountability, and alignment with business strategy. By embedding Change Control within ITIL, organizations maintain high-quality service delivery, reduce operational risk, and ensure changes consistently contribute to value creation. It provides a structured framework for safe, predictable, and effective modifications to IT services.

Question 119

Which ITIL practice ensures that service requests, such as password resets or access requests, are fulfilled 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 handles user-initiated requests that are standard, pre-approved, and do not require significant risk assessment. Typical examples include password resets, access permissions, information requests, and routine service delivery tasks. The practice ensures requests are fulfilled efficiently, consistently, and with minimal impact on service operations.

Incident Management restores services after disruptions but does not manage routine service requests. Problem Management identifies root causes of recurring issues but is not focused on fulfilling standard requests. Change Control manages modifications to services but is not responsible for day-to-day user requests.

Key activities in Service Request Management include logging and categorizing requests, verifying eligibility, fulfilling requests according to pre-defined procedures, communicating status to users, and closing completed requests. Integration with Knowledge Management ensures staff can access standardized procedures, enhancing efficiency and accuracy. Coordination with Service Desk provides a single point of contact for users.

Effective Service Request Management improves user satisfaction, reduces workload for IT teams, and ensures that routine tasks are handled consistently. It frees resources to focus on more complex incidents or projects and provides measurable performance metrics for continual improvement. Embedding this practice enhances operational efficiency, standardizes processes, and ensures a seamless user experience.

By following standardized procedures and maintaining transparency, organizations ensure requests are handled reliably, predictably, and in alignment with organizational policies. Service Request Management supports ITIL’s broader goals of value delivery, efficiency, and continual improvement.

Question 120

Which ITIL practice focuses on ensuring that IT services meet agreed security requirements and protect against unauthorized access or data loss?

A) Information Security Management

B) Incident Management

C) Change Control

D) Problem Management

Answer: A) Information Security Management

Explanation:

Information Security Management (ISM) ensures that IT services and data are protected against threats, unauthorized access, and breaches. The practice defines policies, procedures, and controls to maintain confidentiality, integrity, and availability of information while meeting regulatory and business requirements. ISM helps mitigate risks and maintain stakeholder confidence.

Incident Management restores services after disruptions but does not establish or enforce security policies. Change Control manages service modifications but does not directly protect data. Problem Management investigates root causes but is not focused on security controls.

Key activities in ISM include assessing security risks, implementing preventive and detective controls, monitoring compliance, responding to security incidents, and continuously improving security practices. Integration with Change Control ensures that new services or modifications do not compromise security. Collaboration with Knowledge Management supports awareness and training for staff.

Effective ISM reduces vulnerabilities, protects business-critical information, and ensures regulatory compliance. By implementing structured security practices, organizations minimize risks, maintain operational continuity, and enhance trust with stakeholders. Continuous assessment and improvement ensure resilience against evolving threats.

Embedding Information Security Management in ITIL practices ensures that all services are secure, policies are adhered to, and potential security risks are proactively addressed. ISM strengthens governance, reduces operational risk, and contributes to reliable, value-driven IT service delivery.