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ITIL-4-Foundation Exam
ITIL.ITIL-4-Foundation.v2025-05-22.q261 Dumps

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Question 251

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 252

Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)

A.value
B.consumption
C.management
D.provision

Correct Answer: B

Explanation
Sponsor: A person who authorizes budget for service consumption; e.g., the Finance Manager
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Sponsor%3A%20A%20person%20

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Question 253

Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable
information about the configuration of services, and the [?] that support them, is available when and where it is
needed.

A.customers
B.suppliers
C.CIs
D.assets

Correct Answer: C

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Question 254

Which usually requires a team of representatives from many stakeholder groups?

A.Authorizing an emergency change
B.Investigating a major incident
C.Logging a new problem
D.Fulfilling a service request

Correct Answer: B

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Question 255

Which competencies are required by the 'service level management' practice?

A.Problem investigation and resolution
B.Incident analysis and prioritization
C.Balanced scorecard reviews and maturity assessment
D.Business analysis and commercial management

Correct Answer: D

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