ITIL 4 Foundation  ITILFND V4 Exam Dumps and Practice Test Questions Set 10 Q181-200

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Question 181

Which ITIL practice is responsible for managing user requests for information, advice, or access to IT services?

A) Service Request Management

B) Incident Management

C) Problem Management

D) Change Control

Answer: A) Service Request Management

Explanation:

Service Request Management is focused on handling pre-approved, routine requests from users in a standardized and efficient manner. These requests may include access to applications, password resets, information inquiries, software installations, or guidance related to IT services. By providing a structured and consistent approach to managing these requests, Service Request Management ensures that user needs are met promptly while freeing IT resources to focus on more complex issues.

Incident Management restores services after unplanned disruptions but is not designed to fulfill routine, planned user requests. Problem Management investigates recurring incidents and identifies root causes but does not deal with standard service requests. Change Control manages modifications to IT services and infrastructure, ensuring that risks are mitigated during implementation, but it is not concerned with routine user interactions.

Key activities of Service Request Management include receiving and logging requests, categorizing and prioritizing them, validating eligibility, fulfilling requests according to pre-defined procedures, communicating with requesters, and formally closing the requests once completed. Integration with Knowledge Management ensures that staff can access accurate guidance and best practices to handle requests efficiently. Coordination with the Service Desk provides a single point of contact for users and ensures that requests are logged and tracked properly.

Effective Service Request Management enhances user satisfaction, reduces wait times, improves operational efficiency, and ensures compliance with organizational policies. By standardizing how requests are handled, IT teams can allocate resources more effectively and maintain accurate records for auditing and reporting purposes. Metrics such as fulfillment time, backlog, and user satisfaction provide insights into process efficiency and highlight areas for continual improvement.

Embedding Service Request Management into ITIL practices ensures operational consistency, transparency, and alignment with business objectives. It enables proactive monitoring, process optimization, and continual improvement, supporting the delivery of reliable and predictable services. Service Request Management also complements other ITIL practices such as Incident and Problem Management by reducing the workload on reactive processes and ensuring that routine activities do not disrupt overall service performance.

By implementing a structured Service Request Management process, organizations can enhance user experience, improve compliance, reduce operational costs, and support a culture of continual improvement. It allows IT teams to deliver services effectively while maintaining focus on strategic initiatives that drive business value.

Question 182

Which ITIL practice focuses on identifying trends in incidents and implementing preventive actions to reduce service disruption?

A) Problem Management

B) Incident Management

C) Change Control

D) Service Desk

Answer: A) Problem Management

Explanation:

Problem Management is designed to proactively analyze incidents, identify recurring issues, and implement preventive measures to minimize the impact on services and business operations. The practice emphasizes long-term solutions rather than short-term fixes, reducing repeated incidents and improving service stability.

Incident Management restores services but does not address the root causes of issues. Change Control ensures that modifications are implemented safely but is not responsible for analyzing recurring incidents. Service Desk provides a single point of contact for users but does not identify trends or implement preventive solutions.

Key activities of Problem Management include detecting problems by analyzing incident trends, performing root cause analysis, documenting known errors, developing workarounds, recommending corrective actions, coordinating with Change Control for permanent fixes, and monitoring the effectiveness of implemented solutions. Integration with Incident Management ensures that recurring issues are escalated appropriately. Coordination with Knowledge Management ensures that solutions and workarounds are documented and accessible for faster resolution of future incidents.

Effective Problem Management enhances operational efficiency, reduces unplanned downtime, lowers support costs, and improves user satisfaction. By identifying patterns in incidents, IT teams can proactively implement changes that prevent recurrence, ensuring service reliability and continuity. Metrics such as recurring incident rates, mean time to resolve, and known error resolution effectiveness help assess the impact of the practice and guide continual improvement initiatives.

Embedding Problem Management within ITIL practices strengthens governance, operational resilience, and alignment with business priorities. It ensures that services are stable, predictable, and capable of delivering consistent value, while fostering a proactive approach to service management and continual improvement. By addressing the underlying causes of issues, Problem Management allows organizations to optimize resources, reduce risk, and maintain stakeholder confidence.

Question 183

Which ITIL practice is responsible for maintaining accurate records of configuration items and their relationships to support service management processes?

A) Service Configuration Management

B) IT Asset Management

C) Change Control

D) Event Management

Answer: A) Service Configuration Management

Explanation:

Service Configuration Management (SCM) is responsible for maintaining comprehensive and accurate records of configuration items (CIs) and their interrelationships within the IT environment. This practice ensures that IT teams have reliable information for decision-making, impact assessment, troubleshooting, and change management. The configuration management database (CMDB) serves as the primary repository for CI information and supports multiple ITIL practices.

IT Asset Management tracks assets for financial and compliance purposes but focuses less on relationships and dependencies between CIs. Change Control governs modifications but relies on accurate CI information rather than maintaining it. Event Management monitors events but does not manage configuration data.

Key activities of Service Configuration Management include identifying CIs, recording their attributes, maintaining relationships between CIs, ensuring accuracy through audits and verification, supporting change and incident processes, and integrating with other ITIL practices. Accurate CI information allows IT teams to assess the potential impact of changes, diagnose incidents faster, plan capacity, and ensure service continuity. Coordination with Change Control ensures that updates to services and infrastructure are accurately reflected in the CMDB. Integration with Problem and Incident Management allows teams to quickly identify affected components and reduce the time to restore service.

Effective Service Configuration Management improves service reliability, reduces errors, enhances decision-making, and supports proactive management of IT services. Metrics such as CMDB completeness, accuracy of CI data, audit results, and change success rate provide insight into the effectiveness of SCM. Maintaining accurate CI records also ensures compliance with regulatory requirements and internal governance policies.

Embedding SCM within ITIL practices strengthens operational efficiency, risk management, and service reliability. It provides a foundation for informed decision-making, enables faster problem resolution, and ensures alignment between IT services and business objectives. Accurate configuration information supports continual improvement initiatives by providing reliable historical data and trend analysis for process optimization.

Question 184

Which ITIL practice is responsible for detecting and responding to events to maintain service stability and prevent incidents?

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 occurrences or anomalies that could impact service performance. Events are classified as informational, warning, or exception, and responses are triggered automatically or manually to prevent potential service disruption. The proactive nature of Event Management supports operational stability and reduces unplanned downtime.

Incident Management restores disrupted services but does not detect events proactively. Problem Management identifies root causes of recurring issues but is not primarily concerned with monitoring events. Service Desk serves as the user interface but does not monitor IT infrastructure for anomalies.

Key activities of Event Management include event detection, filtering, categorization, correlation, and triggering alerts or automated responses. Integration with Incident Management ensures that critical events generate incidents for resolution, while coordination with Problem and Change Management ensures that preventive or corrective actions are implemented. Monitoring trends in event data provides insights for continual improvement and risk mitigation.

Effective Event Management enhances operational efficiency, reduces downtime, and enables proactive resolution of potential issues. Metrics such as event frequency, severity, response time, and event-to-incident ratio measure effectiveness. By detecting anomalies early, IT teams can maintain service stability and ensure business continuity.

Embedding Event Management within ITIL practices strengthens service reliability, risk management, and stakeholder confidence. It enables proactive control over IT services, ensures timely responses to potential disruptions, and supports continual improvement initiatives.

Question 185

Which ITIL practice focuses on ensuring sufficient capacity of IT resources to meet current and future business demand?

A) Capacity Management

B) Service Level Management

C) Availability Management

D) Change Control

Answer: A) Capacity Management

Explanation:

Capacity Management ensures that IT services and resources are sufficient to meet both current and projected business demands. The practice balances performance, cost, and risk, optimizing resource allocation to maintain service quality while accommodating growth.

Service Level Management defines service targets but does not ensure that resources are available to meet them. Availability Management focuses on uptime and reliability but is limited to maintaining service stability. Change Control manages modifications but does not proactively monitor resource sufficiency.

Key activities of Capacity Management include monitoring performance, analyzing trends, forecasting resource requirements, planning and implementing optimization measures, and reviewing capacity plans regularly. Integration with Change Control ensures that changes do not negatively affect capacity, while coordination with Availability Management ensures resources are sufficient to maintain service reliability. Collaboration with IT Asset Management ensures efficient use of infrastructure and licenses.

Effective Capacity Management prevents performance bottlenecks, reduces downtime, ensures cost-effective resource utilization, and supports scalability. Metrics such as utilization rates, response times, workload trends, and resource forecasts help measure effectiveness. Accurate forecasting allows organizations to anticipate demand, plan investments, and maintain high service performance.

Embedding Capacity Management within ITIL practices strengthens operational efficiency, service reliability, and business alignment. It ensures IT services can scale effectively, deliver consistent value, and support continual improvement. Proactive capacity planning reduces risk, enhances resource optimization, and maintains stakeholder confidence in IT service delivery.

Question 186

Which ITIL practice is responsible for monitoring the availability of IT services and ensuring that agreed service levels are met?

A) Availability Management

B) Capacity Management

C) Service Level Management

D) Event Management

Answer: A) Availability Management

Explanation:

Availability Management ensures that IT services meet agreed levels of availability, supporting business operations and minimizing downtime. It monitors service components, identifies potential failures, analyzes risks, and implements proactive measures to maintain continuity. The practice focuses on designing resilient services, implementing redundancy, and optimizing service performance to meet availability targets defined in SLAs.

Capacity Management monitors and plans resources but does not directly guarantee service uptime. Service Level Management defines and monitors service targets but relies on practices like Availability Management to achieve those targets. Event Management detects occurrences in the IT environment but does not proactively maintain service availability or address service resilience.

Key activities of Availability Management include analyzing service performance and downtime trends, assessing the impact of failures, performing risk analysis, implementing preventive measures, and reviewing the effectiveness of availability strategies. Integration with Capacity Management ensures resources support required availability levels, while coordination with Change Control minimizes downtime during service changes. Collaboration with Incident and Problem Management helps rapidly identify and resolve issues that affect availability.

Effective Availability Management enhances operational reliability, reduces business disruption, and improves user satisfaction. Metrics such as service uptime, mean time between failures (MTBF), mean time to repair (MTTR), and SLA compliance are used to measure performance and identify areas for improvement. By monitoring availability trends, organizations can implement proactive strategies to prevent outages and optimize service performance.

Embedding Availability Management within ITIL practices ensures resilient IT services, aligned with business priorities and capable of maintaining consistent value delivery. It supports continual improvement by identifying weaknesses, evaluating performance, and implementing enhancements, thereby minimizing downtime and maximizing user confidence. Proactive monitoring, risk analysis, and coordination with other ITIL practices ensure availability targets are met efficiently and sustainably.

Question 187

Which ITIL practice ensures that changes are assessed for risk and impact before implementation to minimize disruption?

A) Change Control

B) Problem Management

C) Service Desk

D) Incident Management

Answer: A) Change Control

Explanation:

Change Control manages all modifications to IT services, processes, and infrastructure in a controlled and structured way to minimize risk and prevent disruptions. The practice ensures that changes are thoroughly assessed for potential impacts on services, users, and business operations before approval and implementation. It provides a formal process for evaluating, authorizing, scheduling, and reviewing changes.

Problem Management identifies root causes of recurring issues but does not manage the risk assessment or approval process for changes. Service Desk serves as the main point of contact for users but does not implement or authorize changes. Incident Management restores services after disruptions but does not proactively manage risk or approve modifications.

Key activities include logging change requests, categorizing and prioritizing them, assessing the risk and impact, obtaining approvals (often via a Change Advisory Board), planning and coordinating the implementation, executing changes, and reviewing outcomes. Integration with Configuration Management ensures accurate CI information is available for impact analysis. Coordination with Problem Management ensures that underlying issues are addressed, while integration with Incident Management ensures operational disruptions are minimized during changes.

Effective Change Control enhances service reliability, reduces unplanned downtime, improves stakeholder confidence, and enables controlled innovation. Post-implementation reviews provide lessons learned, helping organizations improve future change processes and reduce risk. Metrics such as change success rates, post-change incidents, and failed changes indicate the effectiveness of the practice.

Embedding Change Control within ITIL practices strengthens governance, operational efficiency, and service quality. By ensuring that all changes are thoroughly assessed and managed, organizations can implement improvements while maintaining stability, reducing risk, and supporting continual service improvement. Proactive assessment and coordination across ITIL practices ensure changes deliver maximum value with minimal negative impact.

Question 188

Which ITIL practice aims to identify, analyze, and resolve recurring incidents to prevent future disruption?

A) Problem Management

B) Incident Management

C) Change Control

D) Service Desk

Answer: A) Problem Management

Explanation:

Problem Management focuses on identifying recurring incidents, analyzing their root causes, and implementing solutions to prevent recurrence. It emphasizes long-term resolution, reducing service disruptions, and improving service quality. By addressing underlying problems rather than just symptoms, the practice ensures operational stability and efficiency.

Incident Management restores disrupted services but does not prevent recurrence. Change Control manages modifications but does not directly analyze incident trends or prevent recurrence. Service Desk handles user interactions and logs incidents but does not perform root cause analysis or implement preventive actions.

Key activities of Problem Management include identifying problems through analysis of incident trends, performing root cause investigations, documenting known errors, developing workarounds or permanent solutions, implementing corrective measures, monitoring outcomes, and integrating lessons learned into knowledge systems. Coordination with Change Control ensures that recommended solutions are implemented safely, while integration with Incident Management ensures recurring issues are escalated for proper attention.

Effective Problem Management reduces downtime, increases user satisfaction, lowers operational costs, and improves service reliability. Metrics such as recurring incident rates, resolution effectiveness, known error resolution time, and preventive actions implemented provide insight into practice performance. Trend analysis helps prioritize high-impact problems and allocate resources efficiently.

Embedding Problem Management within ITIL practices ensures services are more predictable, stable, and aligned with business priorities. Proactive problem identification and resolution supports continual improvement, operational efficiency, and risk mitigation. By preventing repeated incidents, organizations maintain consistent service quality and strengthen stakeholder confidence in IT services.

Question 189

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

A) Service Desk

B) Incident Management

C) Problem Management

D) Change Control

Answer: A) Service Desk

Explanation:

The Service Desk acts as the central point of contact between users and IT service providers. It manages user communications, logs incidents and service requests, provides first-line support, escalates complex issues, and ensures that users are kept informed throughout resolution processes. The practice enhances operational efficiency, improves user satisfaction, and supports the alignment of IT services with business needs.

Incident Management restores services after disruptions but does not serve as the interface for all user interactions. Problem Management identifies root causes and implements preventive measures but is not a user-facing service. Change Control manages modifications but does not handle routine user requests or communication.

Key activities include receiving and logging incidents and service requests, categorizing and prioritizing them, resolving issues within agreed timescales, escalating complex problems, providing guidance, updating knowledge records, and closing requests upon resolution. Integration with Incident and Problem Management ensures recurring issues are managed efficiently, while coordination with Knowledge Management provides accurate information to resolve requests effectively.

Effective Service Desk operations reduce downtime, streamline communications, enhance user satisfaction, and enable accurate tracking of IT service issues. Metrics such as response time, resolution time, first-contact resolution, and user satisfaction provide valuable insights for performance evaluation and continual improvement.

Embedding the Service Desk within ITIL practices ensures operational consistency, improved service quality, and effective communication with users. It supports other ITIL practices by providing structured incident logging, request management, and access to knowledge resources. By maintaining a reliable interface between IT and users, the Service Desk contributes to service excellence and continual improvement.

Question 190

Which ITIL practice monitors events to detect deviations from normal operations and triggers appropriate responses?

A) Event Management

B) Incident Management

C) Problem Management

D) Service Desk

Answer: A) Event Management

Explanation:

Event Management is responsible for detecting changes, alerts, or anomalies in IT services and infrastructure that may indicate potential service issues. By classifying events as informational, warning, or exception, the practice triggers appropriate responses to maintain operational stability and prevent incidents. Proactive monitoring helps ensure services perform as expected and supports early detection of problems.

Incident Management restores services after disruptions but does not proactively monitor events. Problem Management identifies root causes and prevents recurrence but is not designed to detect events in real time. Service Desk serves as the user interface but does not monitor IT infrastructure for anomalies.

Key activities include event detection, filtering, categorization, correlation, and initiating automated or manual responses. Integration with Incident Management ensures that significant events generate incidents when necessary. Coordination with Problem and Change Management ensures that preventive and corrective actions are applied effectively. Trend analysis of events supports proactive problem-solving and continual improvement.

Effective Event Management improves service reliability, minimizes unplanned downtime, and enhances operational efficiency. Metrics such as event volume, event-to-incident ratio, response times, and severity provide insights into monitoring effectiveness. Proactive detection of deviations allows IT teams to implement timely interventions, reducing impact on users and business operations.

Embedding Event Management within ITIL practices strengthens risk management, operational control, and service quality. It enables timely response to potential issues, supports continual improvement initiatives, and ensures IT services remain aligned with business expectations. Proactive monitoring, analysis, and response are essential for maintaining high service availability and user satisfaction.

Question 191

Which ITIL practice is responsible for ensuring that IT services deliver value to customers by managing performance, outcomes, and expectations?

A) Service Level Management

B) Capacity Management

C) Availability Management

D) Change Control

Answer: A) Service Level Management

Explanation:

Service Level Management (SLM) is responsible for ensuring that IT services meet the agreed-upon service levels and deliver value to the business. It focuses on defining, monitoring, reporting, and reviewing service performance and outcomes, ensuring that customer expectations are met or exceeded. This practice acts as a bridge between business requirements and IT service delivery, ensuring alignment, transparency, and continual improvement.

Capacity Management ensures that IT resources are sufficient to meet demand but does not directly monitor or enforce service expectations. Availability Management ensures services are reliable and meet uptime targets but focuses on operational continuity rather than overall customer value. Change Control manages modifications in a controlled manner but does not measure service performance or alignment with business expectations.

Key activities in Service Level Management include negotiating and defining Service Level Agreements (SLAs) with stakeholders, monitoring service performance against agreed targets, analyzing deviations, reporting performance metrics, recommending improvements, and coordinating corrective actions with other ITIL practices. Integration with Incident, Problem, and Change Management ensures that service breaches are addressed promptly and preventive measures are implemented. Collaboration with Continual Improvement ensures that lessons learned are used to enhance service quality and performance.

SLM also establishes Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) with internal teams and external suppliers to support the delivery of agreed service levels. This ensures that all components contributing to service performance are monitored and managed effectively. By maintaining visibility into service performance and outcomes, organizations can prioritize improvements and allocate resources where they have the greatest impact.

Effective Service Level Management improves transparency, accountability, and customer satisfaction. It provides clear expectations, reduces misunderstandings, and ensures that IT services deliver measurable business value. Metrics such as SLA compliance rates, user satisfaction scores, incident trends, and service performance indicators provide insights into effectiveness and areas for continual improvement.

Embedding Service Level Management within ITIL practices ensures that IT services remain aligned with business priorities, deliver predictable value, and support strategic goals. By linking operational performance with business outcomes, SLM strengthens governance, enhances stakeholder confidence, and drives continual improvement initiatives. Proactive monitoring, reporting, and communication are critical to ensuring that IT services consistently meet customer needs and maintain trust in IT service delivery.

Question 192

Which ITIL practice focuses on detecting anomalies or deviations in service performance and triggering appropriate responses to maintain stability?

A) Event Management

B) Incident Management

C) Problem Management

D) Service Desk

Answer: A) Event Management

Explanation:

Event Management is responsible for monitoring IT infrastructure and services to detect anomalies, deviations, or events that could impact service performance. Events are classified as informational, warning, or exception, and triggers are set to respond appropriately, either automatically or manually, to prevent potential incidents and maintain service stability. This proactive approach helps organizations identify risks early and reduce unplanned disruptions.

Incident Management restores services after disruptions but does not proactively detect potential issues. Problem Management identifies root causes of recurring incidents and prevents recurrence but is not focused on real-time monitoring. Service Desk provides a single point of contact for users but does not monitor infrastructure for anomalies.

Key activities in Event Management include detecting events from monitoring tools, filtering and categorizing events, correlating multiple events to identify patterns, triggering alerts, initiating automated responses or escalations, and ensuring appropriate follow-up actions are executed. Integration with Incident Management ensures that critical events generate incidents for resolution, while coordination with Problem Management allows recurring issues detected through events to be investigated and resolved. Collaboration with Change Control ensures that corrective or preventive actions are implemented safely.

Effective Event Management improves operational efficiency, reduces downtime, and enhances service reliability. Metrics such as the number of events, event-to-incident ratios, severity levels, and response times provide insight into the practice’s effectiveness. By proactively monitoring the IT environment and responding to anomalies, organizations minimize service disruptions and maintain user confidence.

Embedding Event Management within ITIL practices strengthens operational control, risk management, and service performance. It supports continual improvement by providing data and insights for trend analysis, process optimization, and proactive problem resolution. The practice ensures that IT services remain stable, predictable, and aligned with business expectations, supporting consistent value delivery and stakeholder satisfaction.

Question 193

Which ITIL practice manages the lifecycle of IT assets to ensure they are used effectively, legally, and economically?

A) IT Asset Management

B) Service Configuration Management

C) Change Control

D) Event Management

Answer: A) IT Asset Management

Explanation:

IT Asset Management (ITAM) manages the entire lifecycle of IT assets, including hardware, software, and associated licenses, from procurement through disposal. It ensures that assets are utilized efficiently, legally, and cost-effectively while supporting regulatory compliance and minimizing risk. ITAM provides accurate information for decision-making, planning, and optimization of IT resources.

Service Configuration Management maintains detailed records of configuration items and their relationships but focuses on dependencies rather than legal and financial compliance. Change Control manages modifications safely but does not track asset usage, ownership, or licensing. Event Management monitors service events but does not manage the lifecycle of assets.

Key activities of IT Asset Management include inventory tracking, license management, procurement planning, usage monitoring, financial reporting, contract compliance, and disposal of assets. Integration with Change Control ensures that asset modifications are coordinated, while coordination with Configuration Management ensures accurate records are maintained in the CMDB. Coordination with Continual Improvement identifies opportunities to optimize asset usage and reduce costs.

Effective ITAM reduces financial risk, prevents license violations, optimizes resource utilization, and ensures compliance with regulatory and contractual requirements. Metrics such as license compliance rates, asset utilization, lifecycle stage distribution, and cost per asset provide insight into practice effectiveness. Accurate asset information enables better planning, forecasting, and decision-making.

Embedding IT Asset Management within ITIL practices enhances governance, operational efficiency, and service quality. It ensures IT resources are aligned with business objectives, supports strategic planning, and enables proactive risk management. By managing assets effectively, organizations can reduce costs, improve compliance, and maintain confidence in IT service delivery.

Question 194

Which ITIL practice ensures the design, testing, and deployment of services meet business needs and quality standards?

A) Service Design

B) Service Level Management

C) Change Control

D) Incident Management

Answer: A) Service Design

Explanation:

Service Design is responsible for creating new or modified IT services that meet business requirements and quality standards. It ensures that services are designed holistically, considering functionality, performance, availability, security, and compliance. This practice addresses the full lifecycle of a service, including architecture, processes, metrics, and supporting resources.

Service Level Management defines targets but does not design the service itself. Change Control manages modifications but does not ensure that service design meets business needs. Incident Management restores disrupted services but is not involved in designing or testing services.

Key activities include requirements gathering, designing processes and service components, creating service models, performing risk and impact analysis, developing test plans, evaluating service designs against quality criteria, and coordinating deployment strategies. Integration with Change Control ensures safe implementation, while coordination with Service Level Management ensures alignment with agreed targets. Collaboration with Continual Improvement ensures feedback loops improve future designs.

Effective Service Design ensures that IT services meet expectations, deliver value, and operate efficiently. Metrics such as design quality reviews, post-deployment incidents, SLA compliance, and user satisfaction indicate effectiveness. By addressing all aspects of service requirements during design, organizations minimize risk, optimize performance, and support business objectives.

Embedding Service Design within ITIL practices strengthens service reliability, customer satisfaction, and operational efficiency. It provides a structured approach to creating services that align with business needs, supports governance, and enables continual improvement. By designing services with quality, resilience, and usability in mind, organizations can deliver consistent value and enhance trust in IT services.

Question 195

Which ITIL practice focuses on restoring service operation quickly while minimizing business impact?

A) Incident Management

B) Problem Management

C) Change Control

D) Service Desk

Answer: A) Incident Management

Explanation:

Incident Management is responsible for restoring normal service operation as quickly as possible while minimizing the impact on business operations. Its main goal is to ensure continuity of services, reduce downtime, and maintain user satisfaction. The practice is reactive, focusing on resolving disruptions efficiently and effectively.

Problem Management identifies root causes but does not provide immediate restoration of services. Change Control manages modifications safely but is not focused on restoring services. Service Desk acts as a single point of contact but is primarily a facilitation and communication channel rather than a resolution function.

Key activities include detecting and logging incidents, categorizing and prioritizing based on impact and urgency, investigating and diagnosing issues, applying workarounds or known solutions, escalating when necessary, restoring services, and closing incidents after confirmation of resolution. Integration with Problem Management ensures recurring incidents are addressed for long-term prevention. Coordination with Knowledge Management allows teams to leverage historical data to resolve incidents faster.

Effective Incident Management improves service reliability, reduces operational disruptions, and enhances user confidence. Metrics such as mean time to restore service (MTTR), resolution rates, first-time resolution rates, and incident trends provide insights into performance and effectiveness. By ensuring rapid restoration, organizations maintain productivity, protect revenue, and uphold service quality.

Embedding Incident Management within ITIL practices ensures consistent handling of service disruptions, strengthens operational resilience, and supports continual improvement. It enables IT teams to respond effectively to service interruptions, maintain alignment with business objectives, and deliver reliable, value-driven services.

Question 196

Which ITIL practice focuses on ensuring that services are delivered in a secure and compliant manner to protect business information and reduce risk?

A) Information Security Management

B) Change Control

C) Service Level Management

D) Problem Management

Answer: A) Information Security Management

Explanation:

Information Security Management (ISM) is responsible for protecting information assets and ensuring that IT services are delivered securely and in compliance with regulatory, legal, and organizational requirements. This practice encompasses confidentiality, integrity, and availability of data, safeguarding business information from unauthorized access, loss, or damage. ISM ensures that security considerations are integrated into all ITIL practices, contributing to the overall reliability and trustworthiness of IT services.

Change Control manages modifications to IT services but does not focus on the security of information. Service Level Management ensures services meet agreed targets but does not directly address security. Problem Management resolves recurring incidents and implements preventive measures but is not responsible for protecting business information proactively.

Key activities of Information Security Management include defining and implementing security policies and controls, performing risk assessments, monitoring security events, conducting audits and compliance checks, and managing incidents that threaten information security. Integration with Change Control ensures that changes do not introduce vulnerabilities. Coordination with Incident Management ensures security-related incidents are resolved quickly. Collaboration with Continual Improvement ensures that lessons learned from security incidents and audits are applied to strengthen policies and controls.

Effective Information Security Management mitigates risks, protects organizational reputation, ensures legal compliance, and maintains stakeholder trust. Metrics such as number of security incidents, compliance audit results, response times to security breaches, and risk mitigation effectiveness are used to measure the performance and maturity of the practice. Regular monitoring, reporting, and proactive improvement initiatives are essential for maintaining robust security posture.

Embedding ISM within ITIL practices ensures that security is not an afterthought but a fundamental aspect of service management. By aligning security policies with business objectives and operational needs, organizations can balance risk, usability, and service quality. ISM also supports the proactive identification of potential vulnerabilities and threats, enabling organizations to prevent incidents before they occur and maintain uninterrupted service delivery.

Information Security Management fosters a culture of security awareness, accountability, and compliance throughout the organization. It strengthens governance, reduces operational and reputational risks, and ensures that IT services consistently deliver value while protecting critical business assets. By maintaining a secure IT environment, ISM enables sustainable business operations and supports continual improvement of services and processes.

Question 197

Which ITIL practice focuses on optimizing the use of resources and ensuring that services can handle current and future demands efficiently?

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 resources are adequate to meet current and anticipated business demand efficiently. It focuses on balancing cost, performance, and risk while optimizing the use of IT infrastructure. This practice helps organizations avoid service degradation, manage workloads effectively, and plan for future growth. Capacity Management is both proactive, through forecasting and planning, and reactive, by analyzing performance trends and addressing bottlenecks.

Availability Management ensures that services meet agreed uptime but does not focus on resource optimization or future planning. Service Level Management monitors compliance with agreed targets but does not ensure that the underlying resources are sufficient. Change Control manages modifications safely but does not proactively manage resource capacity.

Key activities in Capacity Management include monitoring performance and resource utilization, analyzing trends, forecasting future demand, planning capacity enhancements, optimizing resource allocation, and reviewing performance against agreed targets. Integration with Change Control ensures that modifications consider capacity impacts, while coordination with Availability Management ensures sufficient resources are maintained to meet service reliability requirements. Collaboration with IT Asset Management ensures that hardware and software are efficiently utilized to meet demand.

Effective Capacity Management reduces the risk of service disruption, prevents performance bottlenecks, optimizes costs, and improves customer satisfaction. Metrics such as utilization rates, response times, workload trends, and resource forecasting accuracy help assess effectiveness. Proactive monitoring and planning enable IT teams to respond to changing business requirements efficiently, ensuring that services continue to meet performance expectations without unnecessary over-provisioning or waste.

Embedding Capacity Management within ITIL practices strengthens operational efficiency, service reliability, and alignment with business objectives. By ensuring that IT services have adequate resources and planning for future demand, organizations can maintain high service quality, reduce costs, and support continual improvement initiatives. The practice contributes to resilience, agility, and strategic decision-making by providing accurate insights into service performance and resource needs.

Question 198

Which ITIL practice is responsible for managing all events throughout their lifecycle to detect service anomalies and initiate responses?

A) Event Management

B) Incident Management

C) Problem Management

D) Change Control

Answer: A) Event Management

Explanation:

Event Management is responsible for monitoring and managing events across IT services and infrastructure to detect anomalies, deviations, or changes that may impact service performance. Events can be informational, warning, or exception types. By detecting these events early, Event Management triggers appropriate responses, either automated or manual, to prevent potential incidents and maintain operational stability.

Incident Management restores services after disruptions but does not proactively monitor events. Problem Management identifies root causes but is not primarily focused on real-time detection. Change Control manages modifications but does not continuously monitor the environment for anomalies.

Key activities include event detection, filtering, categorization, correlation, alerting, triggering automated actions or escalations, and coordinating with other ITIL practices such as Incident and Problem Management for follow-up actions. Trend analysis of events provides insights into potential risks, operational weaknesses, and areas for improvement. Integration with Configuration Management ensures that events are associated with the correct CIs, facilitating accurate impact assessment.

Effective Event Management enhances operational efficiency, reduces unplanned downtime, and improves service reliability. Metrics such as the number of events, event-to-incident ratios, event severity levels, and response times provide insights into performance. Proactive monitoring enables IT teams to prevent incidents, optimize response strategies, and maintain business continuity.

Embedding Event Management within ITIL practices strengthens service stability, operational control, and risk management. By integrating event detection and response into the service lifecycle, organizations can proactively manage their IT environment, prevent disruptions, and support continual service improvement. This practice ensures IT services remain aligned with business expectations, resilient, and capable of consistently delivering value.

Question 199

Which ITIL practice ensures that changes are implemented efficiently while minimizing negative impacts on services and users?

A) Change Control

B) Problem Management

C) Incident Management

D) Service Desk

Answer: A) Change Control

Explanation:

Change Control manages the lifecycle of all changes to IT services and infrastructure to minimize risk and disruption. Its primary goal is to ensure that modifications are planned, assessed, authorized, implemented, and reviewed in a controlled manner. The practice allows organizations to innovate, improve services, and address issues while maintaining service stability and continuity.

Problem Management identifies root causes of recurring issues but does not control how changes are implemented. Incident Management restores services but does not govern modifications. Service Desk acts as the interface for users but does not authorize or implement changes.

Key activities include logging and categorizing change requests, assessing risk and business impact, obtaining approvals through a Change Advisory Board, planning and coordinating implementation, executing changes, reviewing outcomes, and updating documentation such as the CMDB. Integration with Problem Management ensures underlying issues are addressed through changes, while coordination with Incident Management ensures disruptions are minimized. Knowledge Management supports effective planning by providing historical change and incident data.

Effective Change Control reduces failed changes, minimizes downtime, improves stakeholder confidence, and ensures compliance with organizational policies. Metrics such as change success rates, post-change incident rates, and failed change percentages indicate effectiveness. By following structured processes, IT teams can manage risk, optimize resources, and deliver service improvements predictably.

Embedding Change Control within ITIL practices strengthens governance, operational efficiency, and service reliability. It ensures that improvements are introduced safely, balancing innovation with stability. Proactive assessment, planning, and post-implementation reviews contribute to continual improvement, enabling organizations to optimize IT services while mitigating risk.

Question 200

Which ITIL practice is responsible for maintaining knowledge to improve decision-making, efficiency, and service quality?

A) Knowledge Management

B) Incident Management

C) Problem Management

D) Change Control

Answer: A) Knowledge Management

Explanation:

Knowledge Management ensures that information, best practices, lessons learned, and technical knowledge are captured, shared, and made accessible to support decision-making, efficiency, and service quality. This practice enhances problem resolution, reduces duplication of effort, supports continual improvement, and enables informed decision-making across ITIL practices.

Incident Management restores services but does not maintain organizational knowledge systematically. Problem Management analyzes root causes but is only one source of information for improvement. Change Control manages modifications but does not organize or disseminate knowledge.

Key activities of Knowledge Management include identifying and capturing knowledge from incidents, problems, changes, and projects, validating and categorizing information, storing it in accessible repositories, maintaining accuracy, sharing knowledge across teams, and promoting a culture of knowledge sharing. Integration with Service Desk ensures that staff can access relevant solutions quickly, reducing resolution times. Coordination with Problem and Incident Management allows teams to leverage historical data to prevent recurring issues and resolve incidents more effectively.

Effective Knowledge Management increases operational efficiency, improves service quality, reduces errors, accelerates problem resolution, and supports continual improvement. Metrics such as knowledge usage, accuracy, update frequency, and contribution rates provide insights into effectiveness. Maintaining a robust knowledge base ensures lessons learned are institutionalized, reducing risk and optimizing service delivery.

Embedding Knowledge Management within ITIL practices strengthens collaboration, efficiency, and organizational learning. It ensures that knowledge is treated as a strategic asset, enabling IT teams to make informed decisions, improve service performance, and continuously enhance processes. By fostering knowledge sharing, organizations can maintain service reliability, enhance user satisfaction, and support sustainable IT service management.