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ITIL Certification
ITIL-4-Foundation Exam
ITIL.ITIL-4-Foundation.v2025-12-23.q147 Dumps

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Question 51

Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

A.Incident management
B.Service level management
C.Problem management
D.Service request management

Correct Answer: D

Explanation
A service request is defined as a request from a user or a user's authorized representative that initiates a service action which has been agreed as a normal part of service delivery.
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:
Service requests and their fulfilment should be standardized and automated to the greatest degree possible.
Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.
The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.
Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take advantage of automation.
https://www.bmc.com/blogs/itil-service-request-management/

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Question 52

Which does the ITIL service value system discourage?

A.Coordinated authorities and responsibilities
B.Organizational silos
C.Interfaces among practices
D.Organizational agility

Correct Answer: B

Explanation
Architecture of the ITIL SVS specifically enables flexibility and discourages siloed working. This is because the service value chain and practices do not form a fixed, rigid structure, but rather they can be combined in multiple value streams to address the needs of the organization in a variety of scenarios, with open flow of communication across the many interfaces.
Reference: https://www.bmc.com/blogs/itil-service-value-system/

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Question 53

Which helps to manage an incident when it is unclear which support team should be working on the incident?

A.Self-help
B.Disaster recovery plans
C.Swarming
D.Target resolution times

Correct Answer: C

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Question 54

What is the definition of "service management"?

A.A result for a stakeholder enabled by one or more outputs
B.A formal description of one or more services, designed to address the needs of a target consumer group
C.Join activities performed by a service provider and a service consumer to ensure continual value co-creation
D.A set of specialized organizational capabilities for enabling value for customers in the form of services.

Correct Answer: D

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.

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Question 55

Which value chain activity is concerned with the availability of service components?

A.Design and transition
B.Deliver and support
C.Plan
D.Obtain/build

Correct Answer: D

The Obtain/Build activity is responsible for ensuring that all service components are available when and where needed, and that they meet the agreed specifications.
https://www.beyond20.com/blog/what-is-the-itil-4-service-value-chain/#:~:text=The%20Obtain%2FBuild%20activity%20is,they%20meet%20the%20agreed%20specifications.

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