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ITIL 4 SCM study materials
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ITIL 4 SCM practice questions

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Question 1Understand how to plan and build a service value stream to create, deliver and support services

In ITIL 4, which statement best describes the purpose of the service value chain?

  1. It is a catalogue of every individual practice owner and their assigned responsibilities.
  2. It is a fixed sequential process that must be executed once per calendar quarter.
  3. It is an operating model of six interconnected activities that transform demand into value through products and services. Correct answer.
  4. It is a governance board that approves all changes to the service portfolio.

Explanation

The service value chain is an operating model with six activities (plan, improve, engage, design and transition, obtain/build, deliver and support) that converts demand into value. It is flexible and non-linear, so activities are combined in different sequences to form value streams. It is not a process, a catalogue, or a decision-making board.

Question 2Understand how to plan and build a service value stream to create, deliver and support services

A team is mapping the steps used to restore a failed payment service, from alert detection to customer confirmation. Which value chain activity is primarily being planned and built?

  1. Deliver and support Correct answer.
  2. Obtain/build
  3. Engage
  4. Plan

Explanation

Deliver and support covers the day-to-day operation of services, including incident resolution, service restoration, and user support. The described value stream runs from detection to customer confirmation, which is operational delivery. Engage focuses on stakeholder interaction and obtain/build on acquiring components.

Question 3Understand how to plan and build a service value stream to create, deliver and support services

What is the primary purpose of a value stream map when planning a new service?

  1. To replace the service catalogue with a static list of servers.
  2. To document the legal contract terms with external suppliers.
  3. To show the sequence of activities and handoffs that create value, revealing waste and delay. Correct answer.
  4. To record the personal performance ratings of each team member.

Explanation

A value stream map visualizes the flow of work, including steps, handoffs, queues, and delays, so teams can identify waste and improve flow. It is an analysis and planning tool, not a performance rating record or a contract document. It complements rather than replaces the service catalogue.

Question 4Understand how to plan and build a service value stream to create, deliver and support services

Which pair of value chain activities is most directly connected by the 'engage' activity when gathering requirements for a new support portal?

  1. Deliver and support and improve
  2. External stakeholders and internal design and transition teams Correct answer.
  3. Design and transition and obtain/build
  4. Obtain/build and plan

Explanation

Engage is the activity that connects the organization with stakeholders, capturing demand and needs and feeding them inward. For a new portal, it translates user requirements into inputs for design and transition. It does not primarily link obtain/build with plan or run improvement cycles.

Question 5Understand how to plan and build a service value stream to create, deliver and support services

A service designer wants to ensure a new request fulfilment value stream is efficient. Which approach best supports this goal?

  1. Remove all documented procedures so staff can improvise.
  2. Analyze each step for value-add, eliminate non-value-adding handoffs, and streamline approvals. Correct answer.
  3. Add approval gates at every handoff to increase control.
  4. Increase the number of specialist teams involved in each request.

Explanation

Efficient value streams maximize value-adding work and minimize waste such as unnecessary handoffs, queues, and excessive approvals. Analyzing steps for value contribution and simplifying control points improves flow and lead time. Adding gates or teams usually increases delay, and removing all procedures removes necessary control.

Question 6Understand how to plan and build a service value stream to create, deliver and support services

Which statement accurately distinguishes a value stream from a process?

  1. A process requires no owner, whereas a value stream always requires a supplier contract.
  2. A process is end-to-end value creation, while a value stream is a single task.
  3. A value stream is always shorter than a process.
  4. A value stream focuses on end-to-end value creation across activities, while a process is a structured set of activities with defined inputs and outputs. Correct answer.

Explanation

A value stream describes how value is created end to end for a consumer, often crossing multiple practices and teams. A process is a structured set of activities transforming defined inputs into outputs. The two concepts are complementary, not defined by length or contracting.

Question 7Understand how to plan and build a service value stream to create, deliver and support services

During planning of a new service, which input is most important for the 'plan' activity of the service value chain?

  1. The list of pending password reset requests
  2. The daily status of backup jobs
  3. The organization's strategy, portfolio direction, and agreed policies Correct answer.
  4. The detailed log of individual incident tickets

Explanation

Plan establishes the direction of the organization, including strategy, portfolio, architecture, and policies that guide all other activities. Operational records such as tickets, password resets, and backup statuses are inputs to delivery rather than planning direction.

Question 8Understand how to plan and build a service value stream to create, deliver and support services

A team is designing a new employee onboarding service. Which practice is most directly involved in defining the workflow, roles, and handoffs across HR, IT, and facilities?

  1. Problem management
  2. Capacity and performance management
  3. Service desk management
  4. Service design Correct answer.

Explanation

Service design focuses on designing services and their value streams, including workflow, roles, and interactions across teams. Service desk management handles user contact, problem management addresses root causes of incidents, and capacity management handles resource performance.

Question 9Understand how to plan and build a service value stream to create, deliver and support services

When building a value stream for incident resolution, which element most directly reduces lead time without harming quality?

  1. Automating routine diagnosis and routing while retaining expert review for complex cases Correct answer.
  2. Removing all monitoring so incidents are reported only by users
  3. Adding a separate approval step for every low-priority ticket
  4. Requiring all tickets to pass through three specialist teams

Explanation

Automating routine steps such as diagnosis and routing reduces manual handoffs and delay while preserving expert involvement where complexity demands it. This improves flow without sacrificing quality. Adding approvals or specialist hops increases lead time, and removing monitoring delays detection.

Question 10Understand how to plan and build a service value stream to create, deliver and support services

Which value chain activity is responsible for acquiring or creating the components needed for a new service before it goes live?

  1. Engage
  2. Improve
  3. Obtain/build Correct answer.
  4. Deliver and support

Explanation

Obtain/build ensures that service components are created or acquired and are available when needed. It covers sourcing, development, and integration work. Engage manages stakeholder relationships, deliver and support runs live services, and improve drives continual enhancement.

Question 11Understand how to plan and build a service value stream to create, deliver and support services

A team is planning a value stream for a new self-service feature. Which sequence best reflects how the value chain activities might be combined?

  1. Engage, deliver and support, plan, obtain/build, design and transition only once
  2. Obtain/build, deliver and support, engage, plan, with no improvement activity
  3. Plan, engage, design and transition, obtain/build, deliver and support, with improvement feedback Correct answer.
  4. Design and transition, obtain/build, deliver and support, with no planning or engagement

Explanation

Value streams combine value chain activities in flexible but logical sequences, typically starting with plan and engage, moving through design, build, and delivery, and feeding back through improve. Improvement feedback is continuous rather than a single terminal step. Omitting planning or engagement leaves the stream without direction or stakeholder input.

Question 12Understand how to plan and build a service value stream to create, deliver and support services

Which statement best explains why the service value chain is described as non-linear?

  1. Because only one activity can be performed at a time.
  2. Because activities must always follow the same fixed order.
  3. Because the chain applies only to external suppliers.
  4. Because activities can be combined and repeated in different sequences to suit each value stream. Correct answer.

Explanation

The value chain is non-linear because its activities can be arranged and repeated in different ways to create different value streams. This flexibility allows tailoring to the context of each product or service. It is not a fixed sequence, a single-activity constraint, or limited to suppliers.

Question 13Understand how to plan and build a service value stream to create, deliver and support services

A support team notices that most incidents are resolved only after passing through four separate teams. Which action best improves the value stream?

  1. Add a fifth specialist team to handle overflow.
  2. Empower the first-line team with knowledge and access to resolve more incidents end to end. Correct answer.
  3. Require manager approval before any ticket is escalated.
  4. Increase the number of status meetings about the tickets.

Explanation

Reducing handoffs by enabling first-line resolution shortens lead time and improves customer experience. Empowering teams with knowledge and access addresses the root cause of the delay. Adding teams, approvals, or meetings adds overhead rather than improving flow.

Question 14Understand how to plan and build a service value stream to create, deliver and support services

Which practice is most closely associated with defining and managing the service value stream's performance measures and improvement opportunities?

  1. Service catalogue management
  2. Incident management
  3. Continual improvement Correct answer.
  4. Supplier management

Explanation

Continual improvement identifies and implements improvements to products, services, and practices, including value stream performance. It uses measurement and feedback to find opportunities. The other practices manage catalogues, incidents, and suppliers rather than overall improvement.

Question 15Understand how to plan and build a service value stream to create, deliver and support services

A team is building a value stream for a new cloud-hosted service. Which factor most directly influences the 'design and transition' activity?

  1. The architectural constraints, transition plans, and acceptance criteria for the service Correct answer.
  2. The number of historical incident tickets
  3. The list of supplier invoices
  4. The daily count of password resets

Explanation

Design and transition covers designing the service and moving it into live operation, guided by architecture, transition plans, and acceptance criteria. Incident history, password resets, and invoices are operational or financial records that do not directly shape the transition design.

Question 16Understand how to plan and build a service value stream to create, deliver and support services

What is the main benefit of mapping a value stream before automating it?

  1. It replaces the need for stakeholder engagement.
  2. It identifies unnecessary steps and handoffs so automation targets the right activities. Correct answer.
  3. It guarantees that automation will eliminate all manual work.
  4. It removes the need for any service level agreement.

Explanation

Mapping first reveals where waste, delay, and handoffs exist, so automation effort is directed at the steps that add value. Automating a poor flow can entrench inefficiency. Mapping does not eliminate all manual work, replace SLAs, or remove the need for engagement.

Question 17Understand how to plan and build a service value stream to create, deliver and support services

Which statement best describes the role of governance in planning and building a service value stream?

  1. Governance ensures the value stream aligns with organizational objectives, risk appetite, and compliance requirements. Correct answer.
  2. Governance replaces the need for value stream design by issuing fixed procedures.
  3. Governance exists only to approve supplier contracts.
  4. Governance is limited to monitoring individual employee productivity.

Explanation

Governance directs and controls the organization, ensuring value streams align with objectives, risk appetite, and compliance. It provides direction and oversight rather than replacing design or focusing narrowly on contracts or individual productivity.

Question 18Understand how to plan and build a service value stream to create, deliver and support services

A service manager is deciding where to place a new automated approval step in a fulfilment value stream. Which consideration is most relevant?

  1. Whether it removes the need for any documentation
  2. Whether the step adds control value proportionate to the delay it introduces Correct answer.
  3. Whether it increases the number of handoffs
  4. Whether it makes the value stream longer than the process

Explanation

Any control step should be justified by the risk it mitigates relative to the delay it introduces. Value stream design balances control and flow. Increasing handoffs or length is generally undesirable, and removing documentation is not the goal.

Question 19Understand how to plan and build a service value stream to create, deliver and support services

Which combination of practices most directly supports building the 'obtain/build' activity for a new application?

  1. Problem management and continual improvement
  2. Software development and management, plus supplier management Correct answer.
  3. Incident management and service desk management
  4. Service catalogue management and request management

Explanation

Obtain/build requires creating or acquiring components, which draws on software development and management for building and supplier management for sourcing. Incident, service desk, problem, and catalogue practices support other activities rather than component creation.

Question 20Understand how to plan and build a service value stream to create, deliver and support services

In a value stream, what does the term 'handoff' refer to and why does it matter?

  1. A governance board decision, which approves the budget
  2. A financial payment between suppliers, which determines service cost
  3. A type of service level agreement, which defines uptime
  4. A transfer of work between people or teams, which can introduce delay and loss of information Correct answer.

Explanation

A handoff is the transfer of work between people or teams. Each handoff can add waiting time, require rework, and lose context, so reducing unnecessary handoffs improves flow. Handoffs are not payments, SLAs, or board decisions.

Question 21Understand how to plan and build a service value stream to create, deliver and support services

A team wants to reduce the lead time of a change enablement value stream. Which action is most aligned with ITIL 4 value stream thinking?

  1. Send every change through the same full approval board.
  2. Remove all change records to save time.
  3. Classify changes by risk and route low-risk changes through a streamlined path. Correct answer.
  4. Increase the number of approvers for each change.

Explanation

Value stream thinking tailors the flow to the risk and complexity of the work. Risk-based classification lets low-risk changes follow a lighter path, reducing lead time while maintaining control for high-risk changes. Uniform heavy approval or removing records undermines either speed or control.

Question 22Understand how to plan and build a service value stream to create, deliver and support services

Which statement best captures the relationship between demand and the service value chain?

  1. Demand is a governance policy that restricts value creation.
  2. Demand and opportunities enter the value chain and trigger value creation through products and services. Correct answer.
  3. Demand is an output of the value chain and is created only after services are delivered.
  4. Demand is irrelevant to value stream design and applies only to suppliers.

Explanation

Demand and opportunities are inputs that enter the value chain and stimulate value creation. The chain transforms them into valuable products and services. Demand is not an output, a supplier-only concept, or a restrictive policy.

Question 23Understand how to plan and build a service value stream to create, deliver and support services

When planning a value stream, why is it important to define the start and end points clearly?

  1. To avoid documenting the steps involved
  2. To ensure the scope of analysis is bounded so flow and performance can be measured meaningfully Correct answer.
  3. To guarantee the value stream never changes
  4. To eliminate the need for any stakeholders

Explanation

Clear start and end points bound the value stream so the team can measure lead time, identify waste, and compare performance. They do not freeze the stream, remove stakeholders, or remove the need for documentation.

Question 24Understand how to plan and build a service value stream to create, deliver and support services

A team is building a value stream for handling major incidents. Which practice provides the structured process and roles most directly used within that stream?

  1. Service catalogue management
  2. Relationship management
  3. Incident management Correct answer.
  4. Capacity and performance management

Explanation

Incident management provides the process, roles, and coordination needed to manage incidents, including major incidents, and restore service. Catalogue, capacity, and relationship practices support other concerns rather than incident response structure.

Question 25Understand how to plan and build a service value stream to create, deliver and support services

Which scenario best illustrates the 'improve' activity within a service value stream?

  1. A team publishes a new entry in the service catalogue.
  2. A team analyzes recurring delays in request fulfilment and redesigns the steps to reduce lead time. Correct answer.
  3. A team restores a failed server to its previous state.
  4. A team negotiates a new contract with a supplier.

Explanation

Improve is about identifying and implementing enhancements to products, services, and value streams. Analyzing recurring delays and redesigning steps to reduce lead time is a clear improvement action. Restoration, contracting, and catalogue publication belong to other activities.

Question 26Understand how to plan and build a service value stream to create, deliver and support services

In the ITIL 4 service value chain, which activity is responsible for ensuring that a shared understanding of the service vision and continual improvement direction exists before work is coordinated?

  1. Plan Correct answer.
  2. Improve
  3. Engage
  4. Design and transition

Explanation

The plan activity is where a shared understanding of the vision, current status and improvement direction is created across the organization. It sets policy, priorities and objectives that the other activities then execute.

Question 27Understand how to plan and build a service value stream to create, deliver and support services

A service provider wants to define the boundaries of a new value stream for handling warranty claims. Which action best supports this?

  1. Agreeing the trigger that starts the stream and the outcome that ends it Correct answer.
  2. Mapping every organizational process that might touch a claim
  3. Documenting the full org chart of the claims department
  4. Listing all suppliers involved in the supply chain

Explanation

A value stream is bounded by a defined trigger (demand or opportunity) and the value outcome delivered, so agreeing start and end points is what scopes it. Processes, suppliers and structures are supporting detail rather than the boundary definition.

Question 28Understand how to plan and build a service value stream to create, deliver and support services

Which practice is most directly concerned with ensuring that services and products are delivered at agreed quality, cost and time constraints?

  1. Service design
  2. Design and transition Correct answer.
  3. Relationship management
  4. Deployment management

Explanation

The design and transition value chain activity ensures products and services continually meet stakeholder expectations for quality, cost and time to market. It coordinates design, build, transition and related practices toward that outcome.

Question 29Understand how to plan and build a service value stream to create, deliver and support services

A team is selecting which ITIL practices to embed in a new value stream for resolving payroll queries. Which principle should most influence their selection?

  1. Choose practices that directly contribute to the stream's outcomes and keep the rest light Correct answer.
  2. Prioritize practices with the most detailed documentation available
  3. Adopt every practice named in the ITIL 4 practice guidance to ensure completeness
  4. Select only practices already used by the HR department to reduce conflict

Explanation

ITIL 4 practices are selected and tailored to fit the value stream's context and outcomes, guided by the principle of keeping it simple and practical. Only practices that add value to the specific flow should be emphasized.

Question 30Understand how to plan and build a service value stream to create, deliver and support services

During the design of a value stream, a team identifies that a manual approval gate adds two days of waiting. Which ITIL 4 guiding principle most directly supports removing it?

  1. Optimize and automate Correct answer.
  2. Start where you are
  3. Progress iteratively with feedback
  4. Focus on value

Explanation

Optimize and automate directs teams to eliminate waste and manual effort before automating, so removing a non-value-adding approval gate fits this principle. Optimization precedes automation to ensure the flow itself is efficient.

Question 31Understand how to plan and build a service value stream to create, deliver and support services

A service manager is mapping a value stream and wants to identify where delays occur between steps. Which technique is most appropriate?

  1. Reviewing the job descriptions of each team involved
  2. Calculating the total cost of each step in the stream
  3. Measuring the wait time between each step and the work time within it Correct answer.
  4. Counting the number of people assigned to each step

Explanation

Lead time is composed of work time plus wait time between steps, so measuring both exposes where delays accumulate. This flow-based view reveals bottlenecks that headcount or cost analysis would miss.

Question 32Understand how to plan and build a service value stream to create, deliver and support services

Which statement best describes how the service value chain relates to practices when a new service is being built?

  1. Practices replace the value chain once a service reaches live operation
  2. Each practice maps to exactly one value chain activity
  3. Practices are sets of resources that are combined within value chain activities to create value Correct answer.
  4. The value chain is a fixed sequence that practices must follow in order

Explanation

Practices are organizational resources (people, processes, information, tools) that are combined and applied within the value chain activities to create products and services. The activities describe what is done; practices supply the capability.

Question 33Understand how to plan and build a service value stream to create, deliver and support services

A team is building a value stream to deliver a new mobile banking feature. Which combination of practices most directly supports the 'obtain/build' activity?

  1. Software development and infrastructure management Correct answer.
  2. Problem management and continual improvement
  3. Financial management and relationship management
  4. Service desk and incident management

Explanation

The obtain/build activity is concerned with creating or acquiring the service components needed, so software development and infrastructure management practices are the most direct contributors. They produce the components the stream depends on.

Question 34Understand how to plan and build a service value stream to create, deliver and support services

A support team is designing a value stream for handling service requests. Which practice provides the workflow, categorization and coordination needed to move requests through to fulfilment?

  1. Capacity and performance management
  2. Change enablement
  3. Supplier management
  4. Service request management Correct answer.

Explanation

Service request management provides the agreed workflows, categorization and coordination for handling user-initiated requests through to fulfilment. It defines how requests are captured, prioritized and routed.

Question 35Understand how to plan and build a service value stream to create, deliver and support services

A service manager wants to validate that a newly designed value stream will actually deliver the intended outcomes before full deployment. Which approach best reflects ITIL 4 guidance?

  1. Deploy the full stream at once to gather real user feedback quickly
  2. Freeze the design so that feedback does not disrupt the plan
  3. Pilot the stream on a limited scope, gather feedback and refine it iteratively Correct answer.
  4. Wait until all documentation is complete before any testing begins

Explanation

The principle of progressing iteratively with feedback supports piloting a limited scope, learning from results and refining before wider rollout. This reduces risk and improves fitness for purpose.

Question 36Understand how to plan and build a service value stream to create, deliver and support services

In a value stream, a step requires approval from three separate managers before work can continue. Which analysis best explains the impact on the stream?

  1. It increases value by ensuring stronger governance at each step
  2. It reduces the number of resources needed for the stream
  3. It automatically improves the quality of the final output
  4. It adds wait time and handoffs that extend lead time without necessarily adding value Correct answer.

Explanation

Multiple approvals create queues and handoffs, which are classic sources of waste that extend lead time. Unless each approval adds genuine value, the step slows flow without improving the outcome.

Question 37Understand how to plan and build a service value stream to create, deliver and support services

A team is planning a value stream for onboarding new suppliers into a procurement service. Which input is most important at the start of the stream?

  1. The list of tools used by the finance team
  2. The historical cost of previous supplier contracts
  3. The agreed demand or trigger that initiates onboarding Correct answer.
  4. The documented organizational chart of the procurement department

Explanation

A value stream begins with a defined demand or trigger, so identifying the event that initiates onboarding is the essential starting input. Everything else is supporting context that shapes how the stream responds.

Question 38Understand how to plan and build a service value stream to create, deliver and support services

A service provider is building a value stream for a new cloud-hosted analytics service. Which factor most directly shapes the 'design and transition' activity?

  1. The agreed service level targets and acceptance criteria for the new service Correct answer.
  2. The number of historical incidents recorded in legacy systems
  3. The personal preferences of the development team
  4. The marketing budget allocated to the service

Explanation

Design and transition ensures services meet agreed quality, cost and time expectations, so the service level targets and acceptance criteria define what the activity must achieve. They translate stakeholder expectations into design and transition requirements.

Question 39Understand how to plan and build a service value stream to create, deliver and support services

A team wants to embed continual improvement into a new value stream from the outset. Which action best reflects the 'improve' activity?

  1. Defining baseline performance measures and a feedback loop to review them regularly Correct answer.
  2. Assigning a single manager to approve all changes to the stream
  3. Documenting the stream once and storing it for future reference
  4. Automating every step before measuring current performance

Explanation

The improve activity relies on measurement and feedback to identify and act on opportunities for enhancement. Establishing baselines and a regular review loop builds improvement into the stream rather than treating it as a one-off.

Question 40Understand how to plan and build a service value stream to create, deliver and support services

A team is deciding where to place a new automated validation step in a fulfilment value stream. Which consideration is most aligned with ITIL 4 guidance?

  1. Place it wherever the most staff are available to operate it
  2. Place it at the end so it does not disrupt earlier steps
  3. Place it where it eliminates a manual bottleneck that currently adds wait time Correct answer.
  4. Place it at the very start regardless of where delays occur

Explanation

Automation should target identified waste and bottlenecks so that it improves flow rather than simply adding technology. Optimizing the flow first and then automating the constrained step reflects the optimize and automate principle.

Question 41Understand how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams

In ITIL 4, which practice is primarily responsible for ensuring that users receive timely, accurate updates about the status of incidents and service requests?

  1. Service request management
  2. Incident management
  3. Service desk Correct answer.
  4. Problem management

Explanation

The service desk practice is the single point of contact between the service provider and users, and it owns communication of status and progress back to users. Incident and request practices define what work is done, but the service desk handles the user-facing updates and keeps users informed.

Question 42Understand how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams

A team needs to establish who approves changes, how risk is assessed, and how changes are scheduled. Which practice directly provides this?

  1. Change enablement Correct answer.
  2. Release management
  3. Service configuration management
  4. Deployment management

Explanation

Change enablement is the practice that maximizes successful service changes by managing risk through assessment, authorization, and scheduling. It defines approval authority and evaluates risk before changes proceed.

Question 43Understand how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams

Which practice is responsible for making new and changed services and features available for use by consumers?

  1. Release management Correct answer.
  2. Deployment management
  3. Change enablement
  4. Service validation and testing

Explanation

Release management is defined as the practice of making new and changed services and features available for use. It focuses on the availability of the service to consumers, distinct from the technical act of deploying components.

Question 44Understand how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams

Which practice maintains accurate information about configuration items and the relationships between them?

  1. IT asset management
  2. Service catalogue management
  3. Asset management
  4. Service configuration management Correct answer.

Explanation

Service configuration management ensures that accurate and reliable information about configuration items and their relationships is available when and where it is needed. This supports other practices such as incident, problem, and change management.

Question 45Understand how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams

Which practice focuses on reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents?

  1. Continual improvement
  2. Problem management Correct answer.
  3. Risk management
  4. Incident management

Explanation

Problem management reduces the likelihood and impact of incidents by identifying actual and potential causes of incidents and by managing workarounds and known errors. It looks beyond individual incidents to underlying causes.

Question 46Understand how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams

Which practice provides a single source of consistent information on all services and service offerings?

  1. Service catalogue management Correct answer.
  2. Service desk
  3. Service level management
  4. Portfolio management

Explanation

Service catalogue management provides and maintains a single source of consistent information on all services and service offerings. It ensures that the information is available to the relevant audiences.

Question 47Understand how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams

Which practice is responsible for planning and managing the full lifecycle of IT assets to help control costs and manage risk?

  1. IT asset management Correct answer.
  2. Service financial management
  3. Supplier management
  4. Service configuration management

Explanation

IT asset management plans and manages the full lifecycle of IT assets, helping organizations control costs, manage risk, and support decision-making about assets. It covers acquisition through retirement.

Question 48Understand how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams

Which practice ensures that services are delivered according to agreed and documented service targets?

  1. Capacity and performance management
  2. Service request management
  3. Service level management Correct answer.
  4. Availability management

Explanation

Service level management sets clear business-based targets for service levels and ensures that delivery is properly assessed, monitored, and managed against those targets. It is the practice that aligns delivery with documented agreements.

Question 49Understand how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams

A user cannot access the finance application and calls the service desk. The desk restores a cached credential and logs the fix. Which practice has primarily been applied?

  1. Change enablement
  2. Service request management
  3. Incident management Correct answer.
  4. Problem management

Explanation

An unplanned interruption to a service is an incident, and restoring access quickly is incident management's goal. The service desk is the channel, but the underlying practice restoring service is incident management.

Question 50Understand how relevant ITIL practices contribute to creation, delivery and support across the SVS and value streams

A team repeatedly sees the same database deadlock incident each week. They decide to investigate the root cause and record a known error. Which practice is being applied?

  1. Incident management
  2. Service configuration management
  3. Continual improvement
  4. Problem management Correct answer.

Explanation

Investigating recurring incidents to find root causes and recording known errors is the core of problem management. It reduces the likelihood and impact of future incidents rather than only restoring service.