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Exam Code: ITILFND V4

Exam Name ITIL 4 Foundation

Certification Provider: ITIL

Corresponding Certification: ITIL V4 Foundation

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ITIL ITILFND V4 Practice Test 38

Question 370

A service delivery discussion covering editorial and streaming services at a media organization identifies this gap: A problem investigation identifies faulty configuration but the repair could interrupt live services. Which action BEST addresses the identified gap according to ITIL 4 Foundation concepts?

  1. Verify that the underlying cause or recurrence risk is actually resolved before closing
  2. Apply a suitable workaround to reduce incident impact while the cause is handled separately
  3. Coordinate the permanent corrective change through suitable change enablement
  4. Define the improvement plan and practical route from current to desired state

Explanation

Correct Answer

C:

For editorial and streaming services at a media organization, coordinate the permanent corrective change through suitable change enablement. In this scenario, permanent correction via change matters because A problem investigation identifies faulty configuration but the repair could interrupt live services. A suitable way to check the response is: The permanent fix is risk-assessed authorized and verified after deployment.

Incorrect Answers

A:

“Verify that the underlying cause or recurrence risk is actually resolved before closing” relates to problem closure validation, not the requirement described here. The required response or evidence is: Coordinate the permanent corrective change through suitable change enablement.

B:

“Apply a suitable workaround to reduce incident impact while the cause is handled separately” relates to incident workaround use, not the requirement described here. The required response or evidence is: Coordinate the permanent corrective change through suitable change enablement.

D:

“Define the improvement plan and practical route from current to desired state” relates to plan improvement route, not the requirement described here. The required response or evidence is: Coordinate the permanent corrective change through suitable change enablement.

Question 371

The service owners responsible for laboratory support services at a research institute need to respond to this condition: A department launches a shared service without an agreed approach to confidentiality integrity or availability. Which action BEST addresses the identified gap according to ITIL 4 Foundation concepts?

  1. Consider confidentiality integrity and availability together in information security management
  2. Use information security management to protect the information needed by the organization
  3. Track retirement and disposal as part of IT asset management
  4. Treat the managed component as a configuration item when it needs to be controlled

Explanation

Correct Answer

B:

For laboratory support services at a research institute, use information security management to protect the information needed by the organization. In this scenario, information security management purpose matters because A department launches a shared service without an agreed approach to confidentiality integrity or availability. A suitable way to check the response is: Security requirements and controls address confidentiality integrity and availability of the information.

Incorrect Answers

A:

“Consider confidentiality integrity and availability together in information security management” relates to security control balance, not the requirement described here. The required response or evidence is: Use information security management to protect the information needed by the organization.

C:

“Track retirement and disposal as part of IT asset management” relates to asset retirement governance, not the requirement described here. The required response or evidence is: Use information security management to protect the information needed by the organization. Here, the relevant condition is “The service owners responsible for laboratory support services at a research institute need to respond to this condition: A department launches a shared service without an agreed…”.

D:

“Treat the managed component as a configuration item when it needs to be controlled” relates to configuration item definition, not the requirement described here. The required response or evidence is: Use information security management to protect the information needed by the organization.

Question 372

The service owners responsible for merchant and consumer support at an e-commerce marketplace need to respond to this condition: An organization authorizes changes quickly but customers experience rising unplanned disruption. Which action BEST addresses the identified gap according to ITIL 4 Foundation concepts?

  1. Evaluate change enablement using both flow efficiency and success or risk measures
  2. Assess and authorize it as a normal change through an appropriate authority
  3. Review and manage the residual risk of the known error until sustainable correction
  4. Confirm service restoration against the consumer's actual experience

Explanation

Correct Answer

A:

For merchant and consumer support at an e-commerce marketplace, evaluate change enablement using both flow efficiency and success or risk measures. In this scenario, change outcome balance matters because An organization authorizes changes quickly but customers experience rising unplanned disruption. A suitable way to check the response is: Faster change handling does not raise the rate or impact of failed changes.

Incorrect Answers

B:

“Assess and authorize it as a normal change through an appropriate authority” relates to normal change assessment, not the requirement described here. The required response or evidence is: Evaluate change enablement using both flow efficiency and success or risk measures.

C:

“Review and manage the residual risk of the known error until sustainable correction” relates to risk of workaround persistence, not the requirement described here. The required response or evidence is: Evaluate change enablement using both flow efficiency and success or risk measures.

D:

“Confirm service restoration against the consumer's actual experience” relates to incident closure evidence, not the requirement described here. The required response or evidence is: Evaluate change enablement using both flow efficiency and success or risk measures.

Question 373

At a legal consultancy, the service improvement team handling case-management platforms observes the following: A department launches a shared service without an agreed approach to confidentiality integrity or availability. Which outcome would BEST demonstrate that the targeted response has worked?

  1. Access testing confirms only authorized roles can read the protected records
  2. Security requirements and controls address confidentiality integrity and availability of the information
  3. Monitoring recognizes the event without automatically classifying every event as an incident
  4. Retired assets have recorded disposition and relevant controls

Explanation

Correct Answer

B:

For case-management platforms at a legal consultancy, security requirements and controls address confidentiality integrity and availability of the information. In this scenario, information security management purpose matters because A department launches a shared service without an agreed approach to confidentiality integrity or availability. The corresponding action is: Use information security management to protect the information needed by the organization; the evidence checks the specific gap rather than simply reporting activity.

Incorrect Answers

A:

“Access testing confirms only authorized roles can read the protected records” relates to security versus monitoring, not the requirement described here. The required response or evidence is: Security requirements and controls address confidentiality integrity and availability of the information.

C:

“Monitoring recognizes the event without automatically classifying every event as an incident” relates to event definition, not the requirement described here. The required response or evidence is: Security requirements and controls address confidentiality integrity and availability of the information.

D:

“Retired assets have recorded disposition and relevant controls” relates to asset retirement governance, not the requirement described here. The required response or evidence is: Security requirements and controls address confidentiality integrity and availability of the information.

Question 374

A support and operations review at a telecom provider concerning subscriber service management highlights: A minor access request requires eleven approvals even though risk is low and repeatable. Which outcome would BEST demonstrate that the targeted response has worked?

  1. Teams can use the metrics to choose actual improvements
  2. The leaner process retains evidenced control effectiveness and customer outcomes
  3. Requests move faster without bypassing mandatory authorization
  4. The selected automation has an evidence-based benefit relative to its cost and complexity

Explanation

Correct Answer

C:

For subscriber service management at a telecom provider, requests move faster without bypassing mandatory authorization. In this scenario, keep it simple and practical matters because A minor access request requires eleven approvals even though risk is low and repeatable. The corresponding action is: Remove unnecessary steps while retaining the required safeguards; the evidence checks the specific gap rather than simply reporting activity.

Incorrect Answers

A:

“Teams can use the metrics to choose actual improvements” relates to avoid unnecessary complexity, not the requirement described here. The required response or evidence is: Requests move faster without bypassing mandatory authorization.

B:

“The leaner process retains evidenced control effectiveness and customer outcomes” relates to simplify with purpose, not the requirement described here. The required response or evidence is: Requests move faster without bypassing mandatory authorization.

D:

“The selected automation has an evidence-based benefit relative to its cost and complexity” relates to choose technology responsibly, not the requirement described here. The required response or evidence is: Requests move faster without bypassing mandatory authorization.

Question 375

A support and operations review at a professional services firm concerning client and internal platforms highlights: A provider agrees to remove hazardous archived hardware on the customer's behalf. Which action BEST addresses the identified gap according to ITIL 4 Foundation concepts?

  1. Identify the service action to be performed as an agreed component of the offering
  2. Describe the service offering as a combination of goods access to resources and service actions where applicable
  3. Classify the offering as granting access to resources instead of transfer of ownership
  4. Use joint relationship review to align services with the customer's changed value expectations

Explanation

Correct Answer

A:

For client and internal platforms at a professional services firm, identify the service action to be performed as an agreed component of the offering. In this scenario, service actions performed matters because A provider agrees to remove hazardous archived hardware on the customer's behalf. A suitable way to check the response is: The disposal action is completed with evidence against the agreed acceptance conditions.

Incorrect Answers

B:

“Describe the service offering as a combination of goods access to resources and service actions where applicable” relates to service offering combination, not the requirement described here. The required response or evidence is: Identify the service action to be performed as an agreed component of the offering.

C:

“Classify the offering as granting access to resources instead of transfer of ownership” relates to access to resources, not the requirement described here. The required response or evidence is: Identify the service action to be performed as an agreed component of the offering.

D:

“Use joint relationship review to align services with the customer's changed value expectations” relates to value from relationship, not the requirement described here. The required response or evidence is: Identify the service action to be performed as an agreed component of the offering.

Question 376

The service owners responsible for inventory and customer service at a wholesale distributor need to respond to this condition: Support can restore a failed workflow with a safe temporary path while permanent repair is still under investigation. Which action BEST addresses the identified gap according to ITIL 4 Foundation concepts?

  1. Confirm service restoration against the consumer's actual experience
  2. Apply a suitable workaround to reduce incident impact while the cause is handled separately
  3. Route exceptional requests to the right approval or exception path
  4. Document the workaround as a temporary impact reduction rather than a permanent fix

Explanation

Correct Answer

B:

For inventory and customer service at a wholesale distributor, apply a suitable workaround to reduce incident impact while the cause is handled separately. In this scenario, incident workaround use matters because Support can restore a failed workflow with a safe temporary path while permanent repair is still under investigation. A suitable way to check the response is: The user service is usable again and the workaround is recorded.

Incorrect Answers

A:

“Confirm service restoration against the consumer's actual experience” relates to incident closure evidence, not the requirement described here. The required response or evidence is: Apply a suitable workaround to reduce incident impact while the cause is handled separately.

C:

“Route exceptional requests to the right approval or exception path” relates to request escalation exceptions, not the requirement described here. The required response or evidence is: Apply a suitable workaround to reduce incident impact while the cause is handled separately.

D:

“Document the workaround as a temporary impact reduction rather than a permanent fix” relates to workaround reduces impact, not the requirement described here. The required response or evidence is: Apply a suitable workaround to reduce incident impact while the cause is handled separately.

Question 377

During planning for public service applications at a municipal government, managers discover: A service owner needs to assess external vendor contractual performance rather than an internal business stakeholder's satisfaction. Which action BEST addresses the identified gap according to ITIL 4 Foundation concepts?

  1. Apply supplier management so supplier performance and relationships support quality services
  2. Use service level management to set business-based measurable targets and manage service quality
  3. Coordinate the external vendor through supplier management while involving relationship management as appropriate
  4. Define meaningful service targets and user-relevant quality measures through service level management

Explanation

Correct Answer

C:

For public service applications at a municipal government, coordinate the external vendor through supplier management while involving relationship management as appropriate. In this scenario, supplier versus relationship matters because A service owner needs to assess external vendor contractual performance rather than an internal business stakeholder's satisfaction. A suitable way to check the response is: Vendor obligations and service contribution are managed explicitly.

Incorrect Answers

A:

“Apply supplier management so supplier performance and relationships support quality services” relates to supplier management purpose, not the requirement described here. The required response or evidence is: Coordinate the external vendor through supplier management while involving relationship management as appropriate.

B:

“Use service level management to set business-based measurable targets and manage service quality” relates to service level management practice purpose, not the requirement described here. The required response or evidence is: Coordinate the external vendor through supplier management while involving relationship management as appropriate.

D:

“Define meaningful service targets and user-relevant quality measures through service level management” relates to service level versus raw telemetry, not the requirement described here. The required response or evidence is: Coordinate the external vendor through supplier management while involving relationship management as appropriate.

Question 378

The IT service team at a hospital group is asked to improve clinical administration services after observing: An improvement proposal predicts faster onboarding but has no baseline or success measure. Which outcome would BEST demonstrate that the targeted response has worked?

  1. A controlled evaluation determines whether onboarding actually became faster
  2. Frontline and leadership contributions both create and maintain improvement opportunities
  3. Faster change handling does not raise the rate or impact of failed changes
  4. Approval evidence describes risk and controls proportionate to the service exposure

Explanation

Correct Answer

A:

For clinical administration services at a hospital group, acontrolled evaluation determines whether onboarding actually became faster. In this scenario, improvement hypothesis matters because An improvement proposal predicts faster onboarding but has no baseline or success measure. The corresponding action is: Define a testable outcome and measure it against the current process; the evidence checks the specific gap rather than simply reporting activity.

Incorrect Answers

B:

“Frontline and leadership contributions both create and maintain improvement opportunities” relates to continual improvement at all levels, not the requirement described here. The required response or evidence is: A controlled evaluation determines whether onboarding actually became faster.

C:

“Faster change handling does not raise the rate or impact of failed changes” relates to change outcome balance, not the requirement described here. The required response or evidence is: A controlled evaluation determines whether onboarding actually became faster.

D:

“Approval evidence describes risk and controls proportionate to the service exposure” relates to change risk assessment, not the requirement described here. The required response or evidence is: A controlled evaluation determines whether onboarding actually became faster.

Question 379

The IT service team at a professional services firm is asked to improve client and internal platforms after observing: A new platform meets design targets but is handed to operations without readiness validation. Which action BEST addresses the identified gap according to ITIL 4 Foundation concepts?

  1. Use Design and transition to align new or changed services with stakeholder expectations
  2. Strengthen Engage activities rather than repeating internal strategic planning alone
  3. Combine value chain activities flexibly into value streams for the particular demand
  4. Coordinate design and transition of the new or changed service into operation

Explanation

Correct Answer

D:

For client and internal platforms at a professional services firm, coordinate design and transition of the new or changed service into operation. In this scenario, design and transition coordination matters because A new platform meets design targets but is handed to operations without readiness validation. A suitable way to check the response is: Operational readiness is confirmed before the affected service goes live.

Incorrect Answers

A:

“Use Design and transition to align new or changed services with stakeholder expectations” relates to design and transition purpose, not the requirement described here. The required response or evidence is: Coordinate design and transition of the new or changed service into operation.

B:

“Strengthen Engage activities rather than repeating internal strategic planning alone” relates to engage versus plan, not the requirement described here. The required response or evidence is: Coordinate design and transition of the new or changed service into operation.

C:

“Combine value chain activities flexibly into value streams for the particular demand” relates to flexible value stream, not the requirement described here. The required response or evidence is: Coordinate design and transition of the new or changed service into operation.

Question 380

At a publishing company, the service improvement team handling digital subscriber services observes the following: A service migration fixes application code but ignores people suppliers and operating procedures. Which outcome would BEST demonstrate that the targeted response has worked?

  1. Overall customer restoration time improves with fewer handoff delays
  2. Users adopt the portal and can obtain support throughout the service journey
  3. The delivered service works across technology staff contracts and workflows
  4. The total service experience improves rather than merely one provider's local metric

Explanation

Correct Answer

C:

For digital subscriber services at a publishing company, the delivered service works across technology staff contracts and workflows. In this scenario, think and work holistically matters because A service migration fixes application code but ignores people suppliers and operating procedures. The corresponding action is: Consider all four dimensions and interdependent service components as a whole; the evidence checks the specific gap rather than simply reporting activity.

Incorrect Answers

A:

“Overall customer restoration time improves with fewer handoff delays” relates to avoid local optimization, not the requirement described here. The required response or evidence is: The delivered service works across technology staff contracts and workflows.

B:

“Users adopt the portal and can obtain support throughout the service journey” relates to coordinate organizational change, not the requirement described here. The required response or evidence is: The delivered service works across technology staff contracts and workflows.

D:

“The total service experience improves rather than merely one provider's local metric” relates to service boundaries span organizations, not the requirement described here. The required response or evidence is: The delivered service works across technology staff contracts and workflows.