ITIL 4 Foundation  ITILFND V4 Exam Dumps and Practice Test Questions Set 7 Q121-140

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Question 121

Which ITIL practice helps organizations understand user behavior, identify service usage patterns, and improve service performance proactively?

A) Monitoring and Event Management

B) Incident Management

C) Problem Management

D) Service Desk

Answer: A) Monitoring and Event Management

Explanation:

Monitoring and Event Management focuses on observing IT services and infrastructure to detect significant changes, deviations, or anomalies that may impact performance. By proactively identifying events and analyzing patterns, IT teams can take corrective actions before incidents occur, ensuring service stability and reliability. This practice helps organizations anticipate problems, improve service performance, and support business continuity.

Incident Management restores services after disruptions but does not proactively monitor system behavior. Problem Management investigates the root cause of recurring incidents but is reactive rather than predictive. Service Desk provides a single point of contact for user requests and issues, but does not monitor system events directly.

Key activities in Monitoring and Event Management include capturing data from monitoring tools, filtering and categorizing events based on severity, correlating related events, analyzing potential impacts, and triggering appropriate responses or automated alerts. Integration with Incident Management ensures critical events generate incident tickets for timely resolution. Coordination with Change Control and Problem Management helps prevent the recurrence of issues and supports continuous improvement.

Effective application of this practice allows IT organizations to minimize downtime, optimize resource allocation, and enhance user satisfaction. By proactively monitoring services, IT teams can respond to anomalies early, reducing the risk of service degradation or outages. Trends and patterns identified during monitoring also provide valuable insights for capacity planning, availability management, and future service improvements.

Embedding Monitoring and Event Management in ITIL practices supports operational efficiency, resilience, and proactive risk mitigation. It enables organizations to anticipate issues, maintain consistent service quality, and align IT operations with business goals. By leveraging real-time data and predictive analytics, IT teams can improve decision-making, support continual improvement, and ensure that IT services deliver sustainable value to stakeholders.

Question 122

Which ITIL guiding principle emphasizes making decisions and taking actions based on clear evidence rather than assumptions?

A) Keep it simple and practical

B) Progress iteratively with feedback

C) Evidence-based decision making

D) Focus on value

Answer: C) Evidence-based decision making

Explanation:

Evidence-based decision making encourages organizations to rely on accurate data, facts, and insights rather than intuition or assumptions when making decisions. This principle ensures that actions, improvements, and resource allocation are informed, measurable, and likely to deliver predictable outcomes. By leveraging empirical evidence, organizations can optimize processes, reduce risk, and enhance service quality.

Keep it simple and practical emphasizes reducing complexity, but does not specifically focus on data-driven decisions. Progress iteratively with feedback promotes incremental improvements but is guided by learning rather than solely by evidence. Focus on value emphasizes outcomes for stakeholders but does not define how decisions should be validated.

Key activities include collecting and analyzing relevant data, validating assumptions with measurable information, assessing trends and patterns, and documenting outcomes to support future decisions. Integration with Knowledge Management ensures that lessons learned and historical data are leveraged for informed decision-making. Collaboration across ITIL practices, such as Change Control, Incident, and Problem Management, ensures that evidence supports actionable improvements.

Applying this principle improves operational efficiency, enhances service quality, and reduces the likelihood of errors. Decisions supported by factual evidence enable IT organizations to identify areas for improvement, prioritize initiatives, and demonstrate accountability. Metrics and monitoring data provide a basis for justifying changes, allocating resources, and measuring the success of initiatives.

Embedding evidence-based decision-making strengthens governance, transparency, and trust within the organization. It enables organizations to respond proactively to changing business needs, improve stakeholder confidence, and maintain alignment between IT services and strategic objectives. This principle is essential for fostering a culture of continuous improvement and sustainable value delivery.

Evidence-based decision making is an essential guiding principle in ITIL that emphasizes making decisions based on accurate data, meaningful analysis, and observable information rather than assumptions, guesswork, or opinions. This principle ensures that changes, improvements, and strategies are grounded in facts and supported by measurable evidence. It encourages organizations to gather performance metrics, analyze historical trends, evaluate risks logically, and validate assumptions before taking action. Evidence-based decision-making helps reduce uncertainty by turning data into actionable insights. For example, teams might analyze incident patterns, service usage statistics, customer feedback, and system monitoring results to understand what improvements are necessary. By relying on objective information, organizations avoid emotional or reactionary decisions, reduce the risk of implementing ineffective solutions, and ensure that resources are used efficiently. This principle also establishes a culture where transparency, quality measurement, and accountability are prioritized. Because it drives better outcomes through informed choices, evidence-based decision-making is the correct answer when the goal is to base decisions on facts and reliable data.

Keeping it simple and practical is another important ITIL guiding principle, but it focuses on reducing complexity rather than relying on evidence. This principle encourages teams to avoid unnecessary steps, eliminate overly complex processes, and focus on what truly adds value. It promotes simplicity in design, communication, and implementation. Keeping it simple and practical helps prevent confusion, reduces overhead, and supports faster adoption of solutions. For example, instead of creating complicated approval workflows, an organization may streamline decision paths to improve productivity. While this principle is valuable, it does not inherently guide organizations to make decisions based on data. Rather, it ensures that solutions remain manageable and easy to understand. Its emphasis is practicality and simplicity, not evidence-based reasoning, so it is not the correct answer in a question that focuses on decisions grounded in data.

Progress iteratively with feedback is a guiding principle that promotes breaking large work efforts into smaller, manageable portions. By taking incremental steps and continuously gathering feedback, organizations can adjust quickly and avoid expensive mistakes. This principle helps teams deliver improvements more frequently, incorporate lessons learned, and remain flexible throughout a project or initiative. Each iteration builds on the previous one, allowing adjustments based on user experience, performance outcomes, or stakeholder input. Although this principle involves learning from results, its primary purpose is to encourage iterative progress rather than basing decisions solely on factual evidence. It ensures forward movement with periodic validation, but it does not center on making decisions through data analysis or objective measurement. Because its focus is on incremental delivery, not evidence-based decision making, it is not the correct answer.

Focus on value is another central guiding principle in ITIL. It reminds organizations that every activity, process, service, or improvement must deliver value to customers and stakeholders. Teams must understand what value means to different groups and ensure that work aligns with those expectations. This principle encourages prioritization of efforts that maximize benefits, eliminate waste, and support business objectives. Examples include designing services that improve customer experience, optimizing processes to reduce costs, or ensuring technology solutions align with strategic goals. While focusing on value is essential for guiding organizational behavior, it does not specifically address how decisions should be made. It describes what should be prioritized, not how choices should be evaluated or justified. Therefore, it is not the correct answer when the emphasis is on making decisions grounded in data and objective inputs.

In summary, while keeping things simple reduces complexity, progressing iteratively supports continuous improvement, and focusing on value directs attention to what matters most, none of these principles explicitly emphasizes the need for decisions rooted in factual evidence and reliable analysis. Only evidence-based decision-making ensures that organizational decisions are guided by accurate data, objective assessments, and measurable information. Therefore, the correct answer is C) Evidence-based decision making.

Question 123

Which ITIL practice ensures that all service assets and configuration items are accurately recorded, tracked, and maintained throughout their lifecycle?

A) Service Configuration Management

B) Change Control

C) IT Asset Management

D) Problem Management

Answer: A) Service Configuration Management

Explanation:

Service Configuration Management (SCM) maintains a detailed record of all configuration items (CIs) and their relationships, supporting effective service management. This practice ensures that accurate and up-to-date information about IT services, infrastructure, and dependencies is available for decision-making, change planning, incident resolution, and problem management.

Change Control manages modifications to services but does not systematically maintain CI records. IT Asset Management tracks assets for financial, compliance, and utilization purposes does not manage relationships between items. Problem Management addresses root causes of recurring incidents but relies on accurate CI information rather than maintaining it directly.

Key activities in SCM include identifying and defining CIs, recording attributes and relationships in a Configuration Management Database (CMDB), updating information during changes, auditing and verifying accuracy, and reporting on configuration status. Integration with Change Control ensures safe implementation of modifications, while collaboration with Incident and Problem Management supports efficient resolution of operational issues.

Effective Service Configuration Management improves service reliability, reduces errors, and supports operational efficiency. Accurate CI information allows IT teams to perform impact assessments, troubleshoot issues faster, and plan changes with confidence. Continual maintenance and auditing of the CMDB enhances transparency, accountability, and governance.

Embedding SCM into ITIL practices ensures that services remain stable, predictable, and aligned with business needs. It strengthens decision-making, supports risk management, and enables continual improvement by providing a clear understanding of service components and their interdependencies. This practice forms the backbone of effective IT service management by providing reliable data for operations, planning, and strategic initiatives.

Question 124

Which ITIL practice focuses on defining, analyzing, and improving IT service processes and performance continuously?

A) Continual Improvement

B) Problem Management

C) Change Control

D) Service Level Management

Answer: A) Continual Improvement

Explanation:

Continual Improvement identifies opportunities to enhance services, processes, and practices to deliver greater value to the organization. The practice involves assessing current performance, defining measurable targets, implementing improvements, and monitoring outcomes to ensure that changes produce intended benefits. This structured approach supports a culture of ongoing optimization.

Problem Management addresses recurring issues but is focused on resolving specific incidents rather than systematic service enhancement. Change Control manages modifications but does not continuously evaluate overall performance. Service Level Management monitors compliance with SLAs but does not proactively drive improvements across all services.

Key activities in Continuous Improvement include reviewing performance metrics, conducting assessments, identifying gaps and inefficiencies, prioritizing improvement initiatives, implementing changes, and measuring results. Integration with Knowledge Management ensures lessons learned inform future improvements, while coordination with Change Control ensures improvements are implemented safely.

Effective Continuous Improvementtrengthens service quality, enhances efficiency, reduces costs, and aligns IT services with business goals. By evaluating processes, identifying inefficiencies, and implementing targeted improvements, organizations can respond to changing needs, improve customer satisfaction, and maintain a competitive advantage. Continual Improvement promotes transparency, accountability, and data-driven decision-making.

Embedding this practice in ITIL ensures that improvements are sustainable, measurable, and aligned with organizational objectives. It fosters a culture of learning, adaptability, and proactive enhancement, ensuring that IT services remain valuable, effective, and continuously optimized for stakeholders.

Question 125

Which ITIL practice focuses on identifying, analyzing, and mitigating risks that could impact IT services or business operations?

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 and business operations. The practice evaluates the likelihood and impact of risks, implements controls to mitigate negative consequences, and ensures that risks are monitored and managed proactively. This structured approach reduces disruptions, supports decision-making, and aligns risk strategies with organizational objectives.

Incident Management restores services after issues but does not assess or mitigate risks proactively. Change Control manages modifications but is primarily concerned with authorizing changes rather than comprehensive risk assessment. Problem Management addresses recurring issues but does not evaluate all potential threats to service delivery.

Key activities in Risk Management include risk identification, risk assessment, prioritization, mitigation planning, implementing controls, monitoring risk status, and reviewing effectiveness. Integration with Change Control ensures that new modifications are evaluated for risk, while coordination with Availability, Continuity, and Security practices enhances resilience and preparedness.

Effective Risk Management reduces operational disruptions, financial losses, and regulatory non-compliance. By identifying and mitigating potential threats before they occur, organizations enhance service reliability, stakeholder confidence, and decision-making. Continual review and refinement of risk processes allow IT teams to adapt to emerging threats and changing business requirements.

Embedding Risk Management within ITIL practices strengthens governance, operational resilience, and overall service quality. It ensures that IT services are delivered securely, sustainably, and aligned with business needs, while minimizing risks to stakeholders, operations, and organizational objectives.

Question 126

Which ITIL practice is responsible for ensuring that services are delivered efficiently, with the right resources, and within agreed performance levels?

A) Service Level Management

B) Capacity Management

C) Availability Management

D) IT Asset Management

Answer: B) Capacity Management

Explanation:

Capacity Management ensures that IT services have sufficient resources—such as processing power, memory, and network bandwidth—to meet both current and anticipated business demands. This practice balances cost, performance, and risk by proactively monitoring service usage, analyzing trends, and planning resource allocation to prevent bottlenecks and ensure that service levels are consistently met.

Service Level Management monitors compliance with agreed targets but does not manage resource allocation. Availability Management focuses on maintaining uptime but does not predict or adjust resource capacity. IT Asset Management tracks assets and their usage, but does not directly ensure performance levels.

Key activities in Capacity Management include performance monitoring, trend analysis, forecasting future demand, planning for scalability, and implementing resource optimization measures. Integration with Change Control ensures that modifications do not overload resources, while coordination with Availability Management helps maintain agreed-upon uptime levels. Collaboration with IT Asset Management ensures that hardware and software are utilized efficiently to meet service needs.

Effective Capacity Management reduces performance issues, downtime, and costs while supporting business growth. By forecasting demand and planning proactively, IT teams can prevent service degradation and allocate resources optimally. Metrics such as CPU utilization, memory usage, and network throughput are analyzed to ensure services operate efficiently. Continual evaluation supports ongoing improvements and aligns IT capabilities with evolving business requirements.

Embedding Capacity Management into ITIL practices ensures that services remain scalable, reliable, and aligned with stakeholder expectations. It enables informed decision-making regarding infrastructure investment, operational planning, and resource allocation. Organizations benefit from increased efficiency, reduced risk, and improved customer satisfaction by ensuring that IT resources are available to meet both current and future demands.

Question 127

Which ITIL practice focuses on recording, categorizing, and resolving user-reported disruptions to IT services as quickly as possible?

A) Incident Management

B) Problem Management

C) Change Control

D) Service Request Management

Answer: A) Incident Management

Explanation:

Incident Management restores normal service operation promptly after unplanned disruptions to minimize business impact. It involves logging incidents, categorizing them by impact and urgency, prioritizing responses, diagnosing causes, providing workarounds, and resolving the incident efficiently. Its primary goal is to maintain operational continuity and user satisfaction.

Problem Management identifies root causes of recurring incidents but does not focus on immediate restoration. Change Control manages modifications to services but does not respond directly to disruptions. Service Request Management handles routine user requests but not unplanned service interruptions.

Key activities include incident detection, recording, classification, prioritization, investigation, resolution, and closure. Integration with Knowledge Management allows IT teams to access historical solutions, while coordination with Problem Management ensures that recurring issues are analyzed and prevented. Communication with stakeholders ensures transparency and timely updates throughout the incident lifecycle.

Effective Incident Management reduces downtime, maintains productivity, and ensures business continuity. By prioritizing incidents based on impact and urgency, IT teams can focus resources on the most critical disruptions first. Trend analysis supports proactive improvements and risk reduction. Embedding this practice into ITIL ensures consistent, repeatable processes for rapid service restoration.

This practice strengthens operational efficiency, user confidence, and service reliability. A well-structured Incident Management approach provides metrics for performance evaluation, identifies areas for improvement, and supports continual improvement initiatives, ultimately aligning IT services with business needs.

Question 128

Which ITIL practices guide while capturing information to prevent future incidents?

A) Problem Management

B) Incident Management

C) Change Control

D) Service Desk

Answer: B) Incident Management

Explanation:

Incident Management restores services quickly after an unplanned disruption and captures data to help prevent recurrence. By documenting incident details, workarounds, and resolutions, IT teams can identify patterns, support Problem Management, and improve response times for future occurrences. This practice ensures that services remain operational and user impact is minimized.

Problem Management focuses on root causes and long-term solutions rather than immediate restoration. Change Control manages modifications to services but does not restore disrupted services. Service Desk acts as a user interface for reporting issues, but does not perform resolution directly in all cases.

Key activities include logging incidents, prioritizing based on impact, categorizing issues, applying known solutions or workarounds, escalating when necessary, and closing incidents once resolved. Integration with Knowledge Management ensures solutions are documented for future reference. Coordination with Problem Management helps address recurring incidents and improve long-term service quality.

Effective Incident Management minimizes business disruption, maintains operational efficiency, and improves customer satisfaction. By promptly restoring services and documenting details for knowledge reuse, IT teams enhance organizational learning and support continual improvement. Metrics such as mean time to resolve and incident trends provide insights into service performance and improvement areas.

Embedding Incident Management ensures predictable, consistent service restoration, reduces downtime, and strengthens overall IT service reliability. It also enhances communication, accountability, and alignment with organizational goals, making IT services more resilient and responsive.

Question 129

Which ITIL practice involves evaluating recurring incidents to determine their root causes and prevent future disruptions?

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 implements measures to prevent recurrence. The practice focuses on analyzing trends, documenting known errors, developing workarounds, and recommending permanent solutions to improve service reliability and reduce operational risk.

Incident Management restores services quickly but does not perform root cause analysis. Change Control manages service modifications but does not investigate why recurring incidents occur. Service Request Management fulfills routine requests but is unrelated to analyzing incidents or preventing them.

Key activities in Problem Management include detecting problems, performing root cause analysis, documenting known errors, recommending solutions, and monitoring their effectiveness. Integration with Change Control ensures safe implementation of corrective actions. Coordination with Incident Management accelerates the resolution of recurring issues.

Effective Problem Management reduces repeated incidents, operational downtime, and support costs. Documented known errors and solutions improve the efficiency of support teams and provide reference material for future incidents. Continual improvement is achieved by analyzing incident trends, refining processes, and implementing preventive measures.

Embedding Problem Management in ITIL practices strengthens service reliability, operational efficiency, and customer satisfaction. It enables proactive issue resolution, supports informed decision-making, and ensures that IT services remain stable and capable of delivering consistent value.

Question 130

Which ITIL practice is responsible for tracking, controlling, and optimizing IT assets to ensure value and compliance throughout their lifecycle?

A) IT Asset Management

B) Change Control

C) Service Configuration Management

D) Problem Management

Answer: A) IT Asset Management

Explanation:

IT Asset Management (ITAM) manages IT assets throughout their lifecycle, ensuring they are tracked, controlled, and used efficiently to deliver maximum value. ITAM includes hardware, software, and licenses, providing visibility into asset status, usage, and relationships, supporting cost optimization, regulatory compliance, and operational planning.

Change Control manages modifications but does not track the asset lifecycle. Service Configuration Management records configuration items and relationships, but is not primarily focused on financial and compliance management. Problem Management addresses recurring issues but does not manage assets or licenses.

Key activities in ITAM include identifying and recording assets, monitoring usage, ensuring license compliance, planning maintenance, optimizing resources, and managing disposal or upgrades. Integration with Service Configuration Management ensures accurate relationships between assets and configuration items. Collaboration with financial and operational teams supports budgeting and compliance reporting.

Effective ITAM reduces costs, ensures compliance, improves resource utilization, and enhances decision-making. Accurate asset information allows IT organizations to optimize procurement, plan for future needs, and minimize waste. Embedding ITAM in ITIL practices ensures sustainable, value-driven IT service delivery and supports continual improvement.

Question 131

Which ITIL practice ensures that users are supported in accessing IT services and that their requests are handled efficiently?

A) Service Request Management

B) Incident Management

C) Service Desk

D) Change Control

Answer: A) Service Request Management

Explanation:

Service Request Management handles standard, pre-approved user requests such as password resets, access permissions, or information retrieval. The practice ensures that these routine requests are fulfilled efficiently, consistently, and without disrupting other IT operations. By providing a structured and repeatable process, it contributes to user satisfaction and operational efficiency.

Incident Management restores services after unplanned disruptions but is not responsible for fulfilling routine service requests. Service Desk acts as a central point of contact but primarily logs and communicates requests rather than managing fulfillment end-to-end. Change Control oversees modifications to services but does not manage day-to-day user requests.

Key activities include logging and categorizing requests, verifying eligibility, fulfilling requests according to predefined procedures, providing updates to users, and closing completed requests. Integration with Knowledge Management ensures staff can access relevant instructions, reducing resolution time and error rates. Coordination with the Service Desk provides a single communication channel for users.

Effective Service Request Management improves response times, ensures consistency, and allows IT teams to allocate resources efficiently. By standardizing request handling, organizations reduce repetitive effort, streamline operations, and free IT resources to focus on more complex incidents or projects. Monitoring metrics such as fulfillment time and request backlog provides insights for continual improvement.

Embedding Service Request Management within ITIL practices supports operational efficiency, enhances user experience, and maintains alignment with business priorities. It ensures that routine interactions with IT services are predictable, transparent, and reliable, while also providing data for performance monitoring and process optimization.

Question 132

Which ITIL practice ensures that all changes are recorded, assessed for risk, and authorized before implementation to maintain service stability?

A) Change Control

B) Incident Management

C) Problem Management

D) Service Level Management

Answer: A) Change Control

Explanation:

Change Control manages modifications to IT services, infrastructure, and processes in a structured manner to minimize risk and maintain service stability. The practice ensures that all proposed changes are recorded, assessed for potential impact, authorized, implemented according to plan, and reviewed after completion. This structured approach enables organizations to innovate while reducing disruptions.

Incident Management restores services after interruptions but does not control change implementation. Problem Management investigates root causes but is not responsible for approving or coordinating changes. Service Level Management monitors service performance but does not manage change processes.

Key activities include logging change requests, evaluating risk and impact, obtaining approvals (often via a Change Advisory Board), scheduling implementation, coordinating resources, and performing post-implementation reviews. Integration with Configuration Management ensures that accurate information about affected assets supports risk assessment. Coordination with Incident and Problem Management ensures that changes address recurring issues or prevent future incidents.

Effective Change Control reduces downtime, maintains consistency, and improves stakeholder confidence. Post-implementation reviews help identify lessons learned and guide future improvements, while risk assessment ensures that services continue to operate reliably during modifications. Continuous improvement processes ensure that the change management framework evolves with business needs.

Embedding Change Control in ITIL practices strengthens governance, operational stability, and alignment with business objectives. It ensures that modifications are predictable, controlled, and value-driven, supporting sustainable IT service delivery.

Question 133

Which ITIL practice is responsible for evaluating and improving the security of information, data, and services?

A) Information Security Management

B) Change Control

C) Problem Management

D) Incident Management

Answer: A) Information Security Management

Explanation:

Information Security Management (ISM) ensures that IT services, data, and systems are protected against threats, unauthorized access, and breaches. The practice involves defining security policies, implementing controls, monitoring compliance, and responding to security incidents. ISM ensures the confidentiality, integrity, and availability of information while aligning with business and regulatory requirements.

Change Control manages service modifications but does not directly protect information. Problem Management identifies root causes but is not focused on security measures. Incident Management restores service after disruptions but is reactive rather than proactive in maintaining security.

Key activities in ISM include risk assessment, defining security requirements, implementing preventive and detective measures, monitoring compliance, training staff, and managing security incidents. Integration with Change Control ensures that new or modified services do not compromise security. Collaboration with Knowledge Management supports awareness and education across teams.

Effective ISM mitigates risks, prevents data loss, and ensures regulatory compliance. By continuously monitoring and improving security measures, organizations maintain stakeholder confidence, reduce operational risk, and protect business-critical information. Continuous review and adaptation ensure the security framework evolves alongside emerging threats.

Embedding Information Security Management within ITIL practices enhances resilience, governance, and trust. It ensures that services are secure, reliable, and capable of delivering value while minimizing vulnerabilities and aligning IT operations with strategic objectives.

Question 134

Which ITIL practice aims to analyze trends from incidents and problems to identify improvements and prevent recurrence?

A) Continual Improvement

B) Change Control

C) Service Desk

D) Service Level Management

Answer: A) Continual Improvement

Explanation:

Continual Improvement is focused on identifying opportunities to enhance services, processes, and practices based on data analysis. By reviewing incidents, problems, performance metrics, and trends, organizations can implement targeted improvements that increase efficiency, reduce costs, and enhance service quality. The practice supports a culture of learning and proactive optimization.

Change Control manages service modifications but does not systematically analyze trends for improvement. Service Desk provides a user interface for reporting issues, but does not lead structured improvement initiatives. Service Level Management monitors agreements but does not proactively implement improvements across all services.

Key activities include collecting performance data, analyzing trends, identifying gaps and inefficiencies, prioritizing improvement initiatives, implementing changes, and monitoring results. Integration with Knowledge Management ensures lessons learned inform future improvements. Coordination with other ITIL practices ensures that improvements are practical, aligned with objectives, and safely implemented.

Effective Continuous Improvement enhances operational efficiency, service quality, and stakeholder satisfaction. By identifying patterns from incidents and problems, organizations can reduce recurrence, optimize resources, and make informed strategic decisions. Continual assessment supports agile response to changing business needs.

Embedding Continual Improvement ensures that ITIL practices evolve alongside organizational goals, enabling predictable, value-driven service delivery. It promotes transparency, accountability, and evidence-based decision-making, strengthening alignment between IT services and business objectives while supporting sustainable growth and optimization.

Question 135

Which ITIL practice is responsible for ensuring that IT services remain available and reliable according to agreed targets?

A) Availability Management

B) Capacity Management

C) Service Level Management

D) Incident Management

Answer: A) Availability Management

Explanation:

Availability Management ensures that IT services meet agreed-upon uptime and reliability targets, supporting business requirements. The practice involves designing services to be resilient, monitoring performance, analyzing incidents affecting availability, and implementing improvements to prevent future disruptions. It balances risk, performance, and cost to maintain service continuity.

Capacity Management ensures resources are sufficient but focuses on performance rather than availability. Service Level Management monitors compliance with agreements but does not proactively design services for uptime. Incident Management restores services after disruption but does not plan or maintain availability proactively.

Key activities include defining availability requirements, assessing risks, designing redundancy and failover mechanisms, monitoring service performance, analyzing incidents, and recommending improvements. Integration with IT Service Continuity Management ensures services are resilient in case of major disruptions. Coordination with Change Control ensures planned modifications do not negatively affect availability.

Effective Availability Management reduces downtime, enhances user satisfaction, and ensures operational continuity. By proactively monitoring and improving service resilience, organizations can prevent unplanned outages, optimize resource allocation, and align IT operations with business objectives. Metrics, reporting, and continual improvement efforts support evidence-based decisions and long-term service quality.

Embedding Availability Management into ITIL practices strengthens service reliability, operational efficiency, and stakeholder confidence. It ensures that IT services consistently deliver value, remain resilient, and meet business expectations for performance and uptime.

Question 136

Which ITIL practice ensures that the organization’s knowledge is captured, shared, and used to improve service delivery?

A) Knowledge Management

B) Problem Management

C) Change Control

D) Service Desk

Answer: A) Knowledge Management

Explanation:

Knowledge Management ensures that information, insights, and experiences are captured, stored, and made accessible to IT staff and stakeholders. This practice helps in reducing duplicated effort, speeding up incident resolution, and supporting informed decision-making. By maintaining a centralized knowledge base, organizations can leverage lessons learned and best practices to improve service quality and operational efficiency.

Problem Management investigates root causes but does not manage the storage and dissemination of organizational knowledge systematically. Change Control governs modifications but does not focus on sharing operational or historical insights. Service Desk provides user support but primarily interacts with the knowledge base rather than maintaining it.

Key activities in Knowledge Management include identifying knowledge needs, capturing and documenting solutions, categorizing and indexing content, ensuring accuracy and relevance, and making knowledge accessible to stakeholders. Integration with Incident and Problem Management ensures that recurring issues and resolutions are documented for future reference. Coordination with Change Control ensures that knowledge about service changes is accurately recorded.

Effective Knowledge Management reduces incident resolution time, prevents repeated errors, and enhances staff productivity. By providing easy access to accurate and actionable information, IT teams can make informed decisions, support consistent service delivery, and foster continuous improvement. Metrics such as knowledge usage, contributions, and update frequency help measure the effectiveness of the practice.

Embedding Knowledge Management within ITIL practices promotes transparency, collaboration, and accountability. It enables proactive problem-solving, supports training, and ensures that organizational knowledge is preserved despite staff changes. A strong knowledge management approach strengthens the overall maturity and efficiency of IT service management, contributing directly to value creation and improved stakeholder satisfaction.

Question 137

Which ITIL practice focuses on ensuring that IT services meet agreed-upon performance and quality levels?

A) Service Level Management

B) Availability Management

C) Capacity Management

D) Incident Management

Answer: A) Service Level Management

Explanation:

Service Level Management (SLM) ensures that IT services meet the expectations defined in Service Level Agreements (SLAs). The practice defines measurable targets for performance, availability, and quality, monitors service performance against these targets, and reports to stakeholders. SLM plays a crucial role in aligning IT service delivery with business needs and expectations.

Availability Management ensures services remain operational but focuses on uptime rather than performance against agreed targets. Capacity Management ensures adequate resources but does not directly measure SLA compliance. Incident Management restores service after disruptions but does not proactively ensure SLA adherence.

Key activities include negotiating SLAs, defining metrics and targets, monitoring service performance, analyzing deviations, reporting results, and recommending improvements. Integration with Change Control ensures modifications do not compromise service levels. Collaboration with Incident and Problem Management helps maintain agreed service performance and resolve issues that impact SLAs.

Effective SLM improves transparency, accountability, and customer satisfaction. By continuously monitoring performance and reporting on targets, IT teams can quickly identify gaps, plan corrective actions, and prevent SLA breaches. Continual improvement ensures that SLAs evolve with business requirements and service capabilities.

Embedding Service Level Management into ITIL practices ensures consistent, high-quality service delivery, aligning IT operations with business priorities. It provides stakeholders with confidence in service reliability, drives process improvements, and enhances overall operational efficiency.

Question 138

Which ITIL practice is responsible for ensuring that services are restored as quickly as possible when disrupted?

A) Incident Management

B) Problem Management

C) Change Control

D) Service Request Management

Answer: A) Incident Management

Explanation:

Incident Management is focused on restoring normal service operations promptly after unplanned disruptions. The practice prioritizes incidents based on business impact and urgency, providing workarounds or permanent solutions to minimize downtime and maintain user productivity. Efficient incident management ensures operational continuity and reduces the impact on business processes.

Problem Management investigates root causes but does not focus on immediate restoration. Change Control manages modifications but does not restore disrupted services. Service Request Management fulfills routine requests but does not respond to unplanned service disruptions.

Key activities include incident detection, logging, categorization, prioritization, investigation, resolution, and closure. Integration with Knowledge Management ensures that historical solutions and workarounds are accessible for faster resolution. Coordination with Problem Management helps address recurring incidents, preventing future disruptions.

Effective Incident Management reduces downtime, improves operational efficiency, and increases stakeholder satisfaction. By maintaining documented procedures, prioritizing incidents based on impact, and analyzing trends, organizations can optimize response times and enhance service reliability. Performance metrics such as mean time to restore (MTTR) and resolution rates provide insight into process effectiveness.

Embedding Incident Management in ITIL practices ensures predictable, consistent service restoration, enhances communication, and aligns IT operations with business priorities. It strengthens service reliability, reduces operational risks, and supports continual improvement initiatives.

Question 139

Which ITIL practice focuses on identifying and reducing the likelihood of recurring incidents through root cause analysis?

A) Problem Management

B) Incident Management

C) Change Control

D) Service Desk

Answer: A) Problem Management

Explanation:

Problem Management aims to identify the root causes of incidents and implement solutions to prevent recurrence. The practice emphasizes analyzing trends, documenting known errors, and applying corrective actions to improve service reliability. By proactively addressing underlying issues, Problem Management minimizes downtime and operational disruption.

Incident Management restores service but does not prevent recurrence. Change Control manages modifications but does not focus on identifying systemic issues. Service Desk provides a point of contact for users but does not perform root cause analysis.

Key activities include detecting problems, conducting root cause analysis, documenting known errors, recommending solutions, implementing preventive measures, and monitoring their effectiveness. Integration with Change Control ensures safe implementation of corrective actions, while coordination with Incident Management speeds up the resolution of recurring issues.

Effective Problem Management reduces repeated incidents, improves service quality, and optimizes resource utilization. By documenting solutions and lessons learned, IT teams can handle incidents more efficiently in the future. Continual analysis of trends and patterns supports proactive improvement, risk reduction, and strategic planning.

Embedding Problem Management into ITIL practices strengthens service reliability, operational efficiency, and stakeholder confidence. It enables proactive management of risks and ensures IT services remain stable and capable of delivering value.

Question 140

Which ITIL practice is responsible for monitoring IT services to detect significant events and trigger appropriate responses?

A) Event Management

B) Incident Management

C) Problem Management

D) Service Request Management

Answer: A) Event Management

Explanation:

Event Management monitors IT services and infrastructure to detect significant changes, deviations, or alerts. The practice classifies events as informational, warning, or exception, and triggers responses that may be automated or manual. Event Management supports proactive service management, enabling early detection of potential issues before they escalate into incidents.

Incident Management restores services after a disruption but does not proactively detect events. Problem Management analyzes recurring issues but does not focus on live monitoring. Service Request Management fulfills routine requests but does not monitor service performance or trigger alerts.

Key activities include event detection, filtering, categorization, correlation, analysis, and triggering appropriate responses. Integration with Incident Management ensures critical events result in incident creation, while coordination with Change Control and Problem Management prevents recurrence and supports continual improvement.

Effective Event Management reduces downtime, improves operational awareness, and enables proactive decision-making. By detecting anomalies early, IT teams can mitigate risks, maintain service continuity, and optimize performance. Metrics such as event volume, severity, and response time help monitor effectiveness and drive improvements.

Embedding Event Management within ITIL practices enhances service stability, operational efficiency, and stakeholder confidence. It ensures IT services remain reliable, resilient, and capable of delivering business value consistently.