ITIL Management Practices

A service desk team is overwhelmed by repeated incidents caused by a known software bug that the vendor has not yet patched. The IT manager wants to reduce the number of incidents without waiting for the vendor. Which ITIL practice would directly help in reducing the impact of this known issue?

Which THREE of the following are key activities of Service Configuration Management?

A retail company is experiencing frequent service outages during peak hours due to insufficient capacity. The IT team wants to implement a practice that ensures the service provider has the capacity to meet agreed service level targets cost-effectively and in a timely manner. Which ITIL management practice should they use?

Drag and drop the steps of the availability management process into the correct order.

An IT service desk analyst receives a call that users cannot access the CRM system. According to ITIL 4, what should they do FIRST?

During a major incident, a temporary workaround is implemented to restore service. Which ITIL 4 practice is responsible for documenting this workaround and managing it until a permanent solution is available?

An organization wants to implement a tool that tracks the lifecycle of IT assets from procurement to disposal. Which practice is primarily responsible for this?

Which of the following is a type of change that is pre-approved and follows a defined procedure?

Which THREE of the following are components of the Service Value System (SVS) according to ITIL 4?

A user submits a request to install a standard software package on their workstation. According to ITIL 4, how should this be classified?

Which ITIL practice involves negotiating, agreeing, and monitoring service level targets?

What is the primary focus of the Service Desk practice?

An organization wants to improve customer satisfaction when users contact the service desk. Which metric is most appropriate to measure?

Which type of change requires assessment and authorization by a change authority, but does not follow a pre-approved procedure?

What is the role of the Service Desk according to ITIL 4?

Which practice ensures that the availability of a service meets the agreed requirements?

An SLA defines the expected level of service between a service provider and a customer. What is an OLA?

Which ITIL 4 practice involves the 7-step improvement model?

Which TWO of the following are examples of utility in ITIL 4?

What is the PRIMARY purpose of the Incident Management practice?

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST according to ITIL 4?

Which of the following BEST describes the difference between an incident and a service request?

A change request to upgrade an application is classified as 'normal'. What is the correct sequence of activities for this type of change?

What is the purpose of the Service Desk practice?

In which phase of Problem Management are known errors created and managed?

An organization wants to ensure that its IT services are available according to agreed levels. Which practice is PRIMARILY responsible for negotiating and monitoring these levels?

A service desk measures the percentage of calls resolved on first contact. Which metric is this?

What is the purpose of the Continual Improvement practice?

Which ITIL practice is responsible for managing the lifecycle of all IT assets, including financial aspects?

Which of the following is an example of an output, as defined in ITIL 4?

Which type of change follows a pre-defined, low-risk procedure and is pre-approved?

Which TWO of the following are types of events in Monitoring and Event Management?

What type of change is pre-authorized and follows a low-risk, standardized procedure?

A company wants to improve its incident resolution time. Which practice would be most relevant to analyze recurring incidents and identify underlying causes?

Which THREE are phases of the ITIL Continual Improvement Model?

What is the PRIMARY purpose of the Incident Management practice?

A user calls the service desk to report that they cannot access a shared folder. The analyst resolves the issue by resetting the folder permissions. Which practice is being performed?

An organization wants to improve its service desk's first-level resolution rate. Which approach BEST aligns with ITIL 4 guidance?

An organization is implementing a new monitoring tool. Which type of event should trigger an immediate response from the IT team?

Which of the following is a difference between a standard change and a normal change?

Which TWO are valid types of events in the Monitoring and Event Management practice?

Which THREE are key performance indicators (KPIs) for the Service Desk practice?

Which TWO are phases of the Problem Management practice?

Which of the following describes a key difference between Incident Management and Problem Management in ITIL 4?

An organization has a pre-approved process for adding new users to a system. A manager requests access for a new employee. According to ITIL 4, how should this request be classified?

A change request to replace a server with a newer model is assessed as low risk and follows a defined procedure. Which type of change should this be classified as in ITIL 4?

What is the PRIMARY purpose of Monitoring and Event Management in ITIL 4?

Which TWO of the following are activities of the Problem Management practice according to ITIL 4?

Which THREE of the following are types of events in Monitoring and Event Management?

Which TWO of the following are components of the ITIL 4 Service Value System?

What is the PRIMARY purpose of the Incident Management practice?

A major incident has occurred. After restoring service, the team wants to update the Known Error Database (KEDB) with the workaround. Which practice is primarily responsible for this?

Which practice uses the ITIL Continual Improvement Model (7 steps)?

Which TWO of the following are types of change in ITIL 4?

Which TWO of the following are components of the Service Value System (SVS)?

What is the PRIMARY purpose of the Incident Management practice?

A problem manager has identified multiple incidents with no known cause. Which phase of Problem Management is being performed?

An organization wants to improve first-level resolution rate. Which practice should be primarily involved?

Which document defines the level of service expected between a service provider and a customer?

An organization has a CMDB that contains information about all configuration items (CIs) and their relationships. Which practice is primarily responsible for maintaining this information?

What is the purpose of the 'shift-left' strategy in a service desk?

An event that indicates a breach of a threshold is classified as which type?

Which TWO of the following are key activities of Service Level Management?

Which THREE of the following are components of the ITIL 4 Service Value System (SVS)?

Which TWO of the following are differences between Incident Management and Problem Management?

Which ITIL 4 practice is responsible for managing the complete lifecycle of all IT assets, including financial and contractual aspects?

A user requests new software that is already pre-approved in the service catalogue. The service desk team handles this request following a defined, automated workflow. According to ITIL 4, what type of record should be created?

An organization wants to ensure that its IT services meet the agreed performance levels. Which practice is primarily responsible for negotiating and monitoring these targets?

Which of the following is the CORRECT sequence of phases in the Problem Management practice?

An IT department is considering replacing a critical server. According to ITIL 4, which type of change should be used if the replacement involves a new, untested model and requires a full risk assessment?

What is the key difference between Deployment Management and Release Management in ITIL 4?

Which THREE of the following are activities of the Problem Management practice?

Which TWO of the following are characteristics of a standard change?

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST?

In ITIL 4, what is the single point of contact (SPOC) between the service provider and users?

What is the primary focus of Problem Management in ITIL 4?

An organization implements a new monitoring tool that automatically detects and classifies events. A high-priority event triggers an alert. According to ITIL 4, what type of event is this?

A service desk wants to improve first contact resolution (FCR) rate. Which practice should be primarily involved in defining and monitoring this metric?

Which ITIL 4 practice involves managing the lifecycle of all IT assets, including financial and contractual components?

Which THREE of the following are key activities of the Problem Management practice?

Which TWO of the following are components of the ITIL 4 Service Value System?

What is the PRIMARY purpose of the Incident Management practice?

A user contacts the service desk to request a new laptop because their current one is broken. The service desk analyst creates a ticket and arranges for a replacement. According to ITIL 4, what type of record should be raised?

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST according to ITIL 4?

An organization has a change policy that requires all changes to be assessed and authorized by the Change Authority. A pre-approved change that has a low risk and follows a defined procedure is known as which type of change?

What is the difference between utility and warranty in ITIL 4?

Which practice in ITIL 4 includes the activities of problem identification, problem control, and error control?

A service desk analyst resolves a user's password reset request. According to ITIL 4, what type of record should be closed?

Which ITIL 4 practice is responsible for managing the lifecycle of all IT assets?

An organization has a change that must be implemented immediately to prevent a major financial loss. According to ITIL 4, what type of change is this?

Which TWO are benefits of using a shift-left strategy in the service desk?

Which THREE are components of the ITIL 4 Service Value System?

Which TWO statements correctly describe the difference between Incident Management and Problem Management?

An organization's IT service desk is receiving a high volume of calls about users being unable to log in to the payroll system following a scheduled maintenance window. According to ITIL 4, what type of record should be raised?

What is the PRIMARY purpose of the Incident Management practice?

Which of the following is a key metric for the Service Desk practice?

During a major outage, a team implements a temporary workaround to restore service. Which ITIL 4 practice is primarily responsible for this action?

An IT team is investigating recurring network outages. They identify the root cause as a faulty switch and record the issue as a known error with a workaround. Which ITIL 4 practice is being applied?

What is the purpose of the Service Level Management practice?

A change that is low risk, pre-approved, and follows a defined procedure is classified as which type of change?

An organization is reviewing its IT service management practices. They find that the same recurring incident is being logged multiple times without investigation. Which practice should address this to prevent recurrence?

Which practice is responsible for managing the lifecycle of hardware and software assets?

A user requests a new laptop for an employee who has just joined the company. According to ITIL 4, how should this request be classified?

Which metric is MOST appropriate for measuring the effectiveness of the Incident Management practice?

Which TWO of the following are key activities of the Change Enablement practice?

Which THREE of the following are considered events in the Monitoring and Event Management practice?

What is the PRIMARY purpose of the Incident Management practice?

An IT service desk analyst receives a call that users cannot access the CRM system. The analyst verifies the issue and suspects it may be related to a recent change. What should the analyst do FIRST according to ITIL 4?

Which ITIL 4 practice ensures that services deliver the agreed level of availability to meet customer needs?

A user requests a new laptop for a new employee. According to ITIL 4, how should this request be classified?

What is the PRIMARY purpose of the Service Desk practice?

An organization uses the ITIL continual improvement model. What is the FIRST step in this 7-step model?

Which of the following is an example of an emergency change?

An IT team discovers that a recurring incident is caused by a known software bug. According to ITIL 4, what should be created to document this situation?

What is the PRIMARY difference between an SLA and an OLA?

Which TWO of the following are types of changes in ITIL 4 Change Enablement?

Which TWO of the following are components of the ITIL Service Value System?

A user requests a new laptop for a new employee. According to ITIL 4, how should this request be classified?

Which practice involves the use of a service catalogue for predefined offerings?

An organization wants to improve first-level resolution rate. Which practice is most directly involved?

According to ITIL 4, what is the difference between an SLA and an OLA?

Which type of change is pre-approved and follows a low-risk, well-defined procedure?

A problem has been identified and root cause analysis is underway. According to ITIL 4, which phase of Problem Management is this?

An event indicating that a server's CPU usage has exceeded 90% for 5 minutes is classified as which type?

Which THREE of the following are components of the ITIL 4 Service Value System?

What is the PRIMARY purpose of the Incident Management practice?

An IT team is investigating a recurring network outage. They have identified the root cause as a faulty router configuration. In which phase of Problem Management are they operating?

Which of the following is a key activity in the Change Enablement practice?

Which type of change is typically pre-approved and follows a predefined procedure?

An organization is implementing a new IT service management tool. According to ITIL 4, which practice would be primarily responsible for ensuring that the tool's performance meets the agreed demand?

Which ITIL 4 practice involves classifying events as informational, warning, or exception?

Which TWO of the following are components of the ITIL 4 Service Value System?

Which TWO of the following activities are part of the ITIL Continual Improvement Model?

Which statement correctly distinguishes between a service request and an incident?

Which change type is pre-authorized and follows a defined procedure?

What is the primary role of a service desk?

In ITIL 4, which practice involves managing the lifecycle of configuration items (CIs) and maintaining a configuration management database (CMDB)?

Which ITIL 4 practice is responsible for negotiating and agreeing on service level targets?

What is the difference between utility and warranty in ITIL 4?

Which ITIL 4 practice involves the detection, classification, and response to events?

An organization wants to track the lifecycle of its servers, including acquisition, maintenance, and disposal. Which practice should they use?

Which TWO of the following are phases of Problem Management?

Which THREE of the following are considered event types in Monitoring and Event Management?

Which TWO of the following are key metrics used by a service desk?

An IT service desk analyst receives a call that users cannot access the CRM system. According to ITIL 4, what should the analyst do FIRST?

Which of the following is the correct distinction between Incident Management and Problem Management?

An organization has implemented a change to update the firewall rules. The change was pre-authorized and followed a predefined procedure. What type of change is this?

A customer requests a new software installation that is listed in the service catalogue. According to ITIL 4, this should be handled as a:

What is the role of the Service Desk in ITIL 4?

An IT team is redesigning a process. They decide to review what already works well before making changes. Which ITIL 4 guiding principle are they applying?

An organization monitors IT systems and detects an event indicating that a disk is 80% full. According to ITIL 4, what type of event is this?

Which TWO of the following are types of changes defined in ITIL 4?

Which THREE of the following are components of the ITIL 4 Service Value System?

Which TWO of the following are key metrics for the Service Desk practice?

What is the PRIMARY purpose of the Incident Management practice?

A problem manager has identified that recurring incidents are caused by a software bug. The vendor has been notified and a permanent fix is scheduled for the next release. What should the problem manager do in the meantime?

What is the PRIMARY purpose of the Service Desk practice?

An organization wants to improve first-level resolution rates. Which practice should they focus on?

A user requests a new laptop because their current one is slow. The request is for a standard configuration. How should this be handled?

Which ITIL practice is responsible for negotiating and agreeing on service level targets?

An event indicating that a server's disk usage has reached 85% is detected. According to ITIL 4, what type of event is this?

A service provider uses a third-party data center. They want to ensure the data center's availability meets their requirements. Which document should they use to define these requirements?

Which ITIL 4 practice manages the lifecycle of all configuration items including their relationships and baselines?

Which THREE of the following are characteristics of a service request?

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST?

What is the PRIMARY purpose of the Incident Management practice?

A user requests a new laptop as part of the onboarding process. According to ITIL 4, how should this be classified?

An IT team discovers a recurring pattern of errors in a financial application. According to ITIL 4, which practice should be initiated to investigate the root cause?

Which ITIL 4 practice involves negotiating, agreeing, and monitoring service level agreements (SLAs)?

A change request to upgrade the email server is assessed and authorized by the Change Advisory Board (CAB). After testing, it is scheduled for the next weekend. What type of change is this?

A service desk agent resolves a password reset request after verifying the user's identity. According to ITIL 4, which metrics would be most appropriate to measure the performance of this interaction?

Which practice ensures that the IT service provider has sufficient resources to meet current and future demands?

An organization wants to improve its service desk's efficiency by resolving more issues at the first point of contact. Which concept does this describe?

Which TWO of the following are types of changes in ITIL 4 Change Enablement?

Which THREE of the following are purposes or outputs of the Continual Improvement practice?

What is the PRIMARY purpose of the Incident Management practice?

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST according to ITIL 4?

A company allows employees to request new software through a pre-approved catalogue. Which type of request is this?

What is the PRIMARY role of a Service Desk in ITIL 4?

Which of the following is a key activity of Service Level Management?

Which type of change is pre-approved and has a defined procedure?

An organization wants to improve its incident resolution time. According to the ITIL Continual Improvement Model, what is the FIRST step?

What is the relationship between a Configuration Management Database (CMDB) and IT Asset Management?

Which of the following BEST differentiates a normal change from an emergency change?

Which TWO of the following are typical metrics for a Service Desk?

Which THREE of the following are activities of Service Level Management?

Which TWO of the following are roles involved in Change Enablement?

What is the PRIMARY purpose of the Incident Management practice?

Which of the following is a key activity in the Problem Management practice?

What is the main difference between a standard change and a normal change?

A user contacts the service desk to request a new laptop because their current one is outdated. According to ITIL 4, what type of record should be raised?

An organization wants to improve its first call resolution rate. Which practice is most directly responsible for this metric?

A monitoring tool detects that a server's CPU usage has exceeded 90% for 10 minutes. According to ITIL 4, this event is classified as which type?

Which practice ensures that the performance of a service is measured and analyzed to meet current and future demand?

During a major incident, the IT team implements a workaround to restore service. Later, they discover the root cause and submit a permanent fix as an emergency change. Which ITIL 4 practices are primarily involved in this sequence?

A service desk analyst resolves an incident by providing a workaround from the Known Error Database. According to ITIL 4, this activity is part of which practice?

Which of the following best distinguishes an output from an outcome in ITIL 4?

Which TWO of the following are types of changes defined in ITIL 4?

Which THREE of the following are key activities of the Continual Improvement practice?

Which TWO of the following statements about Service Desk and Incident Management are correct?

What is the PRIMARY purpose of the Incident Management practice?

Which statement BEST distinguishes a service request from an incident?

Which ITIL 4 practice is responsible for managing the lifecycle of IT assets from acquisition to disposal?

In the context of ITIL 4, which activity is part of Problem Management but NOT part of Incident Management?

An organization wants to ensure that IT services meet current and future demand. Which ITIL 4 practice is primarily responsible for this?

What is the purpose of a Service Level Agreement (SLA)?

A change request to replace a server is categorized as a 'standard change'. What does this mean?

Which of the following is an example of an 'exception' event as defined in Monitoring and Event Management?

In ITIL 4, which practice is responsible for maintaining the Configuration Management Database (CMDB)?

What is the first step in the ITIL 4 Continual Improvement Model?

Which TWO of the following are types of events in Monitoring and Event Management?

Which THREE of the following are key activities of the Service Level Management practice?

Which TWO of the following are key components of the ITIL 4 Service Value System (SVS)?

An IT service desk analyst receives a call that users cannot access the CRM system. According to ITIL 4, what should the analyst do FIRST?

What is the PRIMARY purpose of the Incident Management practice?

Which of the following is an example of a standard change?

An e-commerce company defines an SLA that its website will be available 99.9% of the time. Which practice is primarily responsible for negotiating and monitoring this agreement?

What is the PRIMARY purpose of the Service Desk practice?

After a major incident, the Problem Management team identifies a known error and documents a workaround. According to ITIL 4, which practice is responsible for ensuring the workaround is implemented to restore service?

Which ITIL 4 practice is responsible for ensuring that all IT assets are tracked and managed throughout their lifecycle?

During a major incident, a workaround is applied by the service desk. Later, Problem Management identifies the root cause and implements a permanent fix through a normal change. Which sequence of practices is being followed?

An organization has an SLA that specifies a response time of 4 hours for priority 2 incidents. The IT team also has an OLA with the network team to resolve network-related incidents within 2 hours. According to ITIL 4, what is the relationship between the SLA and the OLA?

Which THREE of the following are phases of the ITIL Continual Improvement Model?

Which THREE of the following are considered events in the Monitoring and Event Management practice?

Which TWO of the following are characteristics of a service request compared to an incident?

An IT service desk analyst receives a call that users cannot access the CRM system. According to ITIL 4, what should the analyst do FIRST?

What is the PRIMARY purpose of the Problem Management practice?

An organization is experiencing repeated incidents due to a software bug. The problem manager has identified the root cause and documented a known error with a workaround. According to ITIL 4, in which phase of problem management are they operating?

A user requests a new software installation that is already approved and listed in the service catalogue. According to ITIL 4, how should this request be classified?

A major outage has occurred, and the IT team needs to implement a fix immediately without following the normal change authorization process. According to ITIL 4, what type of change should be raised?

Which practice is responsible for being the single point of contact (SPOC) between the service provider and users?

An IT organization wants to improve first-contact resolution (FCR) rates. According to ITIL 4, which practice is most directly associated with this metric?

A company has an agreement with a supplier to provide 99.9% availability for a cloud service. This agreement is documented in a contract that is reviewed annually. According to ITIL 4, which type of agreement is this?

Which practice involves the negotiation, agreement, and monitoring of service level targets?

Which practice is responsible for ensuring that a service can meet current and future capacity demands?

A change is being implemented to replace a server. The change is low risk and follows a pre-approved procedure. According to ITIL 4, what type of change is this?

Which TWO of the following are key activities of Problem Management?

Which THREE of the following are characteristics of a service request?

Which TWO of the following are components of the ITIL 4 Service Value System?

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST?

What is the PRIMARY purpose of the Incident Management practice?

Which of the following scenarios BEST illustrates the difference between an incident and a service request?

Which TWO statements about Problem Management are correct?

Which THREE are types of changes in Change Enablement?

Which TWO statements correctly describe the relationship between Service Level Management and other practices?

Which THREE are key metrics for the Service Desk practice?

Which TWO activities are part of the problem identification phase of Problem Management?

Which THREE statements correctly describe the difference between Deployment Management and Release Management in ITIL 4?

Which TWO are components of the ITIL 4 Continual Improvement Model?

Which TWO statements about the relationship between IT Asset Management and Service Configuration Management are correct?

Which THREE actions are part of Supplier Management?

Which TWO are key activities of Capacity and Performance Management?

Which THREE are examples of unplanned downtime that Availability Management seeks to minimize?

An IT service desk analyst receives a call that users cannot access the CRM system. According to ITIL 4, what should they do FIRST?

Which ITIL 4 practice has the PRIMARY purpose of restoring normal service operation as quickly as possible and minimizing the adverse impact on business operations?

An organization wants to improve the user experience for password reset requests. Currently, users call the service desk for each password reset, resulting in high call volume. According to ITIL 4, which practice should be applied to streamline this process?

Which TWO of the following are characteristics of a Standard Change?

Which THREE of the following are purposes or activities of the Problem Management practice?

Which TWO of the following are key metrics used to measure the performance of the Service Desk?

Which TWO of the following are types of events in the Monitoring and Event Management practice?