ITIL-4-Foundation Exam Dumps - ITIL 4 Foundation Exam

Partners and suppliers are one of the four dimensions of service management that influence the effectiveness and efficiency of service delivery1. This dimension covers the relationships that an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and improvement of services2. This dimension also includes the contracts, agreements, and policies that govern these relationships3. References: ITIL Foundation - ITIL 4 Edition, page 8; ITIL® 4 – A Pocket Guide, page 19; ITIL® 4 Practice Guide: Partner and Supplier Management, page 7.

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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).

In ITIL 4, the continual improvement practice is focused on aligning the organization’s services, practices, and all elements of the service value system with changing business needs by identifying and making improvements on an ongoing basis.

ITIL 4 explicitly mentions that, to support continual improvement, organizations can use and build competencies in a variety of methods and techniques, such as:

SWOT analysis (strengths, weaknesses, opportunities, and threats)

Balanced scorecard

Lean, Six Sigma, and other improvement and measurement tools

The guidance explains that such techniques help organizations to evaluate current performance, identify improvement opportunities, and measure progress. This is directly linked to the continual improvement practice.

Why the other options are not correct:

A. Incident managementFocuses on managing incidents and restoring service quickly. While it may use some analysis tools, it is not the practice that explicitly promotes SWOT or balanced scorecards as general organizational competencies.

C. Service request managementManages user requests for services (like access, information, or standard changes). Its focus is on handling requests efficiently, not on strategic improvement techniques.

D. Change enablementEnsures that changes are properly assessed and authorized. It may use risk and impact assessment methods, but the explicit recommendation to develop skills in SWOT and balanced scorecard belongs to continual improvement.

Therefore, B. Continual improvement is the correct option.

References (ITIL 4 Foundation):

ITIL® Foundation: ITIL 4 Edition – Continual improvement practice (purpose, key activities, and methods)

ITIL® Foundation: ITIL 4 Edition – Mention of SWOT analysis, balanced scorecard, and other improvement techniques as supporting tools for continual improvement

In ITIL 4, guiding principles are defined as recommendations that guide an organization in all circumstances, regardless of changes in goals, strategies, work type, or management structure. They are explicitly intended to support decision-making and actions at all levels of the organization.

The guiding principles help people decide:

How to approach work

How to prioritize activities

How to respond to challenges or opportunities

How to adapt service management practices to the organization’s context

The other options are important ITIL concepts, but they do not primarily exist to guide decisions in every situation:

Four dimensions of service management give a holistic view of what must be considered, but do not themselves provide decision rules.

Service value chain describes core activities that create value, not a decision framework.

Practices describe how specific types of work are organized, not general decision guidance.

Therefore, the ITIL concept that helps an organization make good decisions in all circumstances is the guiding principles.

In ITIL 4, the guiding principle “Keep it simple and practical” advises organizations to:

Always use the minimum number of steps necessary to achieve objectives

Eliminate activities that do not create value

Avoid over-complication and unnecessary work

This principle explicitly supports removing unnecessary processes, steps, or documentation that do not contribute to value. That is exactly what the question describes as “the elimination of unnecessary work,” so A is correct.

Why the others are not correct in this context:

B. Think and work holistically focuses on seeing the organization as an integrated system and considering end-to-end value creation, not specifically on eliminating unnecessary work.

C. Start where you are emphasizes using and understanding existing practices, capabilities, and data before creating something new, but it does not directly focus on removing unnecessary work.

D. Progress iteratively with feedback promotes working in small, manageable iterations and learning from feedback; it is about how to approach change, not specifically about eliminating unnecessary work.

Therefore, the guiding principle that proposes eliminating unnecessary work is “Keep it simple and practical”, making A the correct answer.