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

Value Streams & Processes

The value streams and processes dimension is concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services. This dimension defines the activities, workflows, controls and procedures needed to achieve agreed objectives. What matters in service management is that an organization establishes an operating model that that effectively organizes the key activities needed to manage products and services.

Value streams

A value stream is defined as a series of steps an organization undertakes to create and deliver products and services to consumers.

Structuring the organization’s service and product portfolios around value streams allows it to have a clear picture of what it delivers and how, and to make continual improvements to its services. By mapping its value streams, an organization can identify what is critical, what introduces waste and what can be improved upon.

Processes

A process is defined as a set of interrelated or interacting activities that transform inputs into outputs.

Processes define the sequence of actions and their dependencies, as well as describe what is done to accomplish an objective. Processes are underpinned by policies and can be broken down further through procedures which outline what is done, when, and by whom.

https://www.bmc.com/blogs/itil-four-dimensions-service-management/

In ITIL 4, service request management is one of the 7 practices described in more detail.

A service request is defined as a user request for something to be provided – for example:

access to an application or file

information or advice

a standard change that is preapproved

a new or replacement item of equipment

The key idea is:

A service request is a formal request from a user for something they are entitled to receive as part of a service.

Looking at each option:

This describes an incident.

An incident is an unplanned interruption to a service or reduction in its quality.

A request to restore normal service operation after something has gone wrong is handled by the incident management practice, not by service request management.

So this is not a service request.

This normally relates to a change.

Implementing a patch modifies the live environment.

This is usually handled through the change enablement practice (and then deployment management), often as a normal change or standard change, depending on the organization’s policies.

Although some standard changes can be triggered via service requests, ITIL Foundation typically uses clearer examples (such as access requests). This option is not the best example.

This is a classic example of a service request:

A user is asking for access (permission) to something as part of an existing service.

It is not fixing something broken, it is asking for something to be provided.

ITIL 4 explicitly lists access requests (for example, to applications, services, or data) as a common type of service request within the service request management practice.

Therefore, C is the correct answer.

This describes problem management:

When we investigate the root cause of one or more incidents, we are using the problem management practice.

The aim is to understand and remove the underlying cause, not to provide a standard service action requested by a user.

So this is not a service request.

This aligns with ITIL 4 Foundation descriptions of:

Service request – a user request for something to be provided.

Service request management practice – managing all types of service requests in a user-friendly and efficient way.

Incident management – restoring normal service operation as quickly as possible.

Problem management – identifying and managing the causes of incidents.

Change enablement – ensuring that changes are evaluated, authorized, and managed.

That is why “a request for access to a file” is the correct example of a service request.

Each activity contributes to the value chain by transforming specific inputs into outputs. The inputs could be demand from outside the value chain, or outputs of other activities, while the transformation is facilitated by ITIL practices, undertaken using internal or third-party resources, processes, skills, and competencies.

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

There are many ways in which practices and services can be optimized. Regardless of the specific techniques, the path to optimization follows these high-level steps:

Understand and agree the context in which the proposed optimization exists

Assess the current state of the proposed optimization

Agree what the future state and priorities of the organization should be, focusing on simplification and value

Ensure the optimization has the appropriate level of stakeholder engagement and commitment

Execute the improvements in an iterative way

Continually monitor the impact of optimization

https://www.bmc.com/blogs/itil-guiding-principles/

Nonrepudiation provides an assurance that the sender of data is provided with proof of delivery and the recipient is provided with proof of the sender's identity, so neither can later deny having processed the data. Further, this concept can apply to any activity, not just the sending and receiving of data; in a more general sense, it is a mechanism to prove that an activity was performed and by whom. Nonrepudiation is typically comprised of authentication, auditing/logging, and cryptography services.

https://www.sciencedirect.com/topics/computer-science/nonrepudiation

Customers are one of the key stakeholder groups that service providers should cooperate with. Customers are the persons who define the requirements for a service and take responsibility for the outcomes of service consumption1. Customers can be internal or external to the service provider’s organization2. Customers are essential for value co-creation, as they provide feedback, resources, and demand for services3. References: ITIL Foundation - ITIL 4 Edition, page 5; ITIL® 4 – A Pocket Guide, page 18; [ITIL® 4 Practice Guide: Customer Relationship Management], page 7.

In ITIL 4, the purpose of the information security management practice is to:

Protect the organization’s information by ensuring confidentiality, integrity, and availability of data, and also covering aspects such as authentication, non-repudiation, and reliability.

Authentication ensures that users or systems are who they claim to be.

Non-repudiation ensures that an action or transaction cannot later be denied by the party that performed it.

These are core topics within information security controls and are explicitly associated with the information security management practice.

Why the other options are incorrect:

Change enablement – Focuses on ensuring that changes are properly assessed, authorized, and managed to maximize value and reduce risk; it does not specifically manage authentication or non-repudiation.

Service configuration management – Ensures that accurate and reliable information about configuration items (CIs) and their relationships is available; it is not primarily about security controls like authentication and non-repudiation.

IT asset management – Manages IT assets to maximize value and control costs and risks; again, not about authentication or non-repudiation as a primary purpose.

Therefore, the practice whose purpose includes managing authentication and non-repudiation is information security management.

The purpose of the release management practice is to make new and changed services and features available for use.

Release: A version of a service or other configuration item, or a collection of configuration items, that is made available for use.

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

In ITIL 4, “user” is a specific stakeholder role in the context of service management.

A user is defined as:

The role that uses services.

This is distinct from other roles involved in service relationships:

A customer is typically the person or role who defines the requirements for a service and/or authorizes the budget for its consumption.

A sponsor is the person or role that authorizes the funding for service consumption.

Governance roles (such as senior management or a board) are those who direct and control the organization.

Looking at the options:

A. The role that directs and controls an organizationThis describes governance or management roles, not the user role.

B. The role that uses services ✅This exactly matches the ITIL 4 definition of a user.

C. The role that authorizes budget for service consumptionThis better matches a customer or sponsor, not a user.

D. The role that defines the requirements for a serviceThis also aligns with the customer role.

Therefore, according to ITIL 4 terminology, a user is:

The role that uses services.

So the correct answer is B.

The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors1. Workarounds are temporary solutions that reduce or eliminate the impact of an incident or problem for which a full resolution is not yet available2. Known errors are problems that have a documented root cause and a workaround3. References: ITIL Foundation - ITIL 4 Edition, page 15; ITIL® 4 – A Pocket Guide, page 35; ITIL® 4 Practice Guide: Problem Management, page 7.