ITIL ITIL-4-Foundation Actual Questions

The purpose of the continual improvement practice is to align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services1. This practice needs the right culture to be embedded across the entire organization, as it requires a shared vision, commitment, empowerment, collaboration, learning, and measurement2. References: ITIL Foundation - ITIL 4 Edition, page 15; ITIL® 4 – A Pocket Guide, page 34; ITIL® 4 Practice Guide: Continual Improvement, page 7.

When focusing on value, the first step is to know who are the customers and key stakeholders being served. Next, it is important to have an understanding of what consitutes value from the consumer’s perspective.

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In ITIL 4, an incident is defined as an unplanned interruption to a service, or a reduction in the quality of a service. Unplanned maintenance that results in a service being unavailable for two hours clearly represents an unplanned interruption, so it is managed as an incident.

The incident management practice is responsible for:

Managing the lifecycle of incidents

Restoring normal service operation as quickly as possible

Minimizing the negative impact on business operations

That makes incident management the practice most likely to be involved in handling and coordinating communication about this unplanned downtime.

Why the others are less appropriate here:

Problem management aims to manage causes of incidents and reduce their likelihood or impact over time; it does not primarily manage the immediate unplanned outage.

Change enablement manages changes (including emergency changes), but the question is focused on managing the service unavailability to users, which falls under incident management.

Service request management deals with pre-defined, user-initiated requests (such as password resets, information requests), not with unplanned outages.

Therefore, the practice most likely to manage this unplanned unavailability is incident management, so A is correct.

Don't over-engineer solutions. Think about what you can do now.

Like focus on value, this principle is heavily focused on the prevention of waste. Waste correlates with complexity. Higher complexity means there are more opportunities for waste to creep into a system.

Focus on delivering the desired outcome, not building the most elegant and elaborate solution. Use the minimum number of steps to deliver that outcome, ensuring you are not over-processing (delivering quality above and beyond what is required).