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

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Question 66

When should a change request be submitted to resolve a problem?

A.As soon as a workaround for the problem has been identified
B.As soon as a solution for the problem has been identified
C.As soon as the analysis of the frequency and impact of incidents justifies the change
D.As soon as the analysis of cost, risks and benefits justifies the change

Correct Answer: D

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Question 67

A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

A.Incident management
B.Service Request management
C.Change enablement
D.Service request management

Correct Answer: C

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/

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Question 68

When using the 'continual improvement model, which information should be produced by an organization to understand where the organization is now?

A.Business objectives
B.Improvement plans
C.Assessment results
D.Measureable Targets

Correct Answer: C

The second step is to conduct an objective current-state assessment of existing services and service management practices. This should include consideration of the users' perception of the value being received, along with a review of people's competencies and skills, the processes and procedures involved, the capabilities of the available technological solutions and the prevailing organizational culture. The success of an improvement initiative depends on a clear and accurate understanding of the starting point and the required impact of the initiative.
For example, an organization can measure the current net promoter score (NPS) from a customer satisfaction survey, conduct a benchmark survey against its competitors or review findings of operational statistics or audit reports to understand its current state. If this step is skipped, the current state will not be understood and there will not be an objective baseline measurement against which improvement can be measured.
https://www.bmc.com/blogs/itil-continual-improvement/

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Question 69

What is defined as a change of state that has significance for the management of an IT service?

A.Event
B.Known error
C.Incident
D.Problem

Correct Answer: A

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Question 70

Which statement about emergency changes is CORRECT?

A.Emergency changes are low risk and well understood
B.Authorization of emergency changes may be deferred until after implementation
C.It is necessary to complete all documentation before an emergency charge is implemented
D.Emergency changes are not usually recorded in the change schedule

Correct Answer: D

Emergency changes. These are changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch. Emergency changes are not typically included in a change schedule, and the process for assessment and authorization is expedited to ensure they can be implemented quickly. As far as possible, emergency changes should be subject to the same testing, assessment, and authorization as normal changes, but it may be acceptable to defer some documentation until after the change has been implemented, and sometimes it will be necessary to implement the change with less testing due to time constraints. There may also be a separate change authority for emergency changes, typically including a small number of senior managers who understand the business risks involved."
https://itsm.tools/why-what-change-management/#:~:text=Emergency%20changes.&text=Emergency%20changes%20are%20not%20typically,they%20can%20be%20implemented%20quickly.

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