ITIL-4-Foundation Exam Dumps - ITIL 4 Questions and Answers

To set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

https://www.bmc.com/blogs/itil-management-practices/

Incident management is typically closely aligned with the service desk, which is the single point of contact for all users communicating with IT. When a service is disrupted or fails to deliver the promised performance during normal service hours, it is essential to restore the service to normal operation as quickly as possible.

https://www.bmc.com/blogs/itil-v3-incident-management/

When a supplier modifies the contract they offer to your organization, this represents a change that can affect services, service components, costs, risks, and agreed service levels.

In ITIL 4, the purpose of the change enablement practice is to maximize the number of successful service and product changes by ensuring that risks are properly assessed, authorizing changes to proceed, and managing the change schedule. This includes changes that arise from external parties such as suppliers, not just technical changes inside IT.

A contract modification by a supplier can:

alter delivery terms or service performance

introduce new risks (financial, operational, compliance)

require changes to service design, support, or architecture

Because of this, it should go through change enablement, where:

the risk to services is assessed

the impact on existing services and customers is evaluated

a decision is made whether to approve, reject, or modify the proposed change

coordination with other practices (like supplier management and service level management) may occur, but the formal risk assessment and authorization of the change are part of change enablement.

Why the other options are less appropriate:

A. Incident management

Focuses on restoring normal service operation as quickly as possible after an unplanned interruption or reduction in quality.

It reacts to incidents; it does not manage contractual changes or assess risks from supplier contract modifications.

B. Service level management

Ensures SLAs and service targets are defined, agreed, and monitored with customers.

While it may be involved in understanding how a supplier change affects SLAs, it is not the primary practice responsible for overall risk assessment and authorization of such changes.

C. Service request management

Deals with predefined, user-initiated requests, such as password resets or standard access requests.

It is operational and transactional and not concerned with supplier contract changes or service risk assessment.

D. Change enablement

Specifically designed to assess, authorize, and manage changes to services and service components, including those triggered by changes in supplier contracts.

Therefore, it is the MOST appropriate practice for assessing the risk to services in this scenario.

So, the practice that would be most involved in assessing the risk to services when a supplier modifies their contract is D. Change enablement.

AXELOS – ITIL Foundation: ITIL 4 Edition, Change Enablement practice purpose and description

AXELOS – ITIL 4 Practice Guides (Change Enablement, Service Level Management, Incident Management, Service Request Management)

Organizations maximize co-creation of value with their customers by facilitating the outcomes they want to achieve. The four dimensions of service management have shown that a holistic approach is the best way for an organization to:

Achieve its goals in delivering quality and cost effective services

Meet the needs of its customers

Satisfy the requirements of its stakeholders

https://www.bmc.com/blogs/itil-service-value-system/

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of IT assets, and the relationships that support them, is available when and where it is needed1. IT assets are any financially valuable components that can contribute to the delivery of an IT product or service2. Configuration items are any component that needs to be managed in order to deliver an IT service3. References: ITIL Foundation - ITIL 4 Edition, page 15; ITIL® 4 – A Pocket Guide, page 36; ITIL® 4 Practice Guide: Service Configuration Management, page 7.

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them.

https://wiki.process-symphony.com.au/framework/lifecycle/process/service-configuration-management-itil-4/

Service management is a set of specialized organizational capabilities for enabling value for customers in the form of services. These capabilities include tangible things like capital, people, and equipment, and can also include intangible things like knowledge, management and skills. These capabilities can also include intangible things, like knowledge, management, and skills.

https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Service%20management%20is%20a%20set,like%20knowledge%2C%20management%20and%20skills.

Comprehensive and Detailed Explanation From Exact Extract (Aligned with ITIL 4 Foundation Study Guide)

The correct answer is IT asset management, because its core purpose directly addresses the management of financially valuable assets that support the delivery of IT services.

In ITIL 4, the purpose of the IT asset management practice is to:

ensure that the organization’s IT assets are properly managed throughout their lifecycle

ensure that assets provide value

control the financial, legal, and operational risks associated with IT assets

maximize the value derived from those assets

ITIL defines an IT asset as any financially valuable component that contributes to the delivery of an IT service.

This includes hardware, software, networks, cloud resources, licenses, and other items that have financial value and support service delivery.

This wording directly matches the question, making A. IT asset management the correct choice.

Why the other options are incorrect:

B. Deployment management: Concerned with moving new or changed components into live environments; not focused on financial value or asset lifecycle.

C. Continual improvement: Focuses on ongoing enhancement of products, services, and practices; not about managing financially valuable components.

D. Monitoring and event management: Focuses on identifying events and ensuring services are observed for normal and abnormal conditions; not asset-focused.

References (Aligned with ITIL 4 Foundation Concepts)

ITIL 4 Foundation: Practice purpose of IT Asset Management

Definition of IT asset as a financially valuable component supporting IT service delivery

ITIL 4 Foundation: Practice summaries for the 15 ITIL practices

In ITIL 4, “service consumer” is a generic term that includes three specific roles:

Customer – the person or group that defines the requirements for a service and takes responsibility for the outcomes of service consumption.

User – the person or group that actually uses the service.

Sponsor – the person or group that authorizes the budget for service consumption.

So, specifically:

The customer is responsible for defining the requirements for the service and for the overall outcomes expected from the service.

The sponsor is the one who authorizes the budget (not the customer, unless they are playing both roles in a given context).

The user is the one who uses the service in day-to-day operations.

The service provider (or relevant practices like deployment, request fulfillment, etc.) is responsible for provisioning the service, not the customer.

Now, mapping that to the options:

A. Authorizing the budget for the serviceThis is the responsibility of the sponsor role, not specifically the customer role (though one person may sometimes act as both in practice).

B. Provisioning the serviceThis is the responsibility of the service provider, not the customer.

C. Defining the requirements for the service ✅This matches the ITIL 4 description of the customer role: the customer defines requirements and is accountable for service outcomes. Therefore, this is the correct answer.

D. Using the serviceThis describes the user role, not the customer role (even though a person could be both customer and user in some real-world situations).

ITIL 4 Foundation: Definition of service consumer roles – customer, user, sponsor

A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization

https://www.bmc.com/blogs/itil-service-value-system/#:~:text=The%20key%20inputs%20to%20the,or%20otherwise%20improve%20the%20organization.