ITIL4F Practice Test 4 — 10 Questions

Question 1

An IT department is experiencing frequent service outages due to unauthorized changes. They need to implement controls to manage changes effectively. Which ITIL practice should be prioritized to address this issue?

Accepted Answer

Change enablement. Change enablement is the correct practice because it provides a structured process for assessing, authorizing, and implementing changes to IT infrastructure, directly addressing unauthorized changes that cause service outages. By enforcing a formal change model with defined roles (e.g., Change Manager) and approval gates, it ensures that only authorized, risk-assessed modifications are deployed, preventing the root cause of the outages.

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Incident management

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Service desk

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Problem management

Question 2

The exhibit shows a change request. What is the next step in the change enablement process for this change?

Accepted Answer

Submit the change to the change authority for approval. The exhibit shows a change request that has been assessed and authorized for implementation. According to the ITIL 4 change enablement practice, after a change is assessed and authorized, the next step is to submit it to the change authority for approval. This ensures that the change is reviewed by the appropriate authority before implementation, maintaining control and minimizing risk.

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Roll back the change

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Implement the change immediately

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Close the change record

Question 3

An organization is planning to outsource its IT support. Which ITIL concept describes the relationship between the organization and the external service provider?

Accepted Answer

Service relationship. The correct answer is B because the ITIL 4 concept of a 'service relationship' formally describes the mutual interactions between a service provider and a service consumer. In this outsourcing scenario, the organization is the consumer and the external IT support provider is the producer, and their co-creation of value is governed by the terms of their service relationship. This concept is foundational to ITIL 4's Service Value System (SVS), which emphasizes that all services are delivered through relationships.

Answer

Supplier management

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Service portfolio

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Service level agreement (SLA)

Question 4

Which TWO of the following are ITIL guiding principles?

Accepted Answer

Focus on value. Option B is correct because 'Focus on value' is one of the seven ITIL 4 guiding principles, which emphasizes that all activities and processes should directly contribute to value creation for stakeholders. This principle ensures that every service management decision is aligned with delivering measurable outcomes, not just completing tasks.

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Increase speed

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Manage risk

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Reduce cost

Question 5

A service provider wants to ensure that a new IT service aligns with the business strategy. Which concept describes the formal documentation of the service's value proposition?

Accepted Answer

Service offering. The service offering is the formal description of one or more services designed to address the needs of a target consumer group, including the value proposition, costs, and outcomes. In ITIL 4, the service offering explicitly documents the value proposition—the benefits and utility that the service provides to the business—ensuring alignment with business strategy. This is distinct from a business case, which justifies investment, or a service portfolio, which catalogs all services.

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Business case

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Service portfolio

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Service level agreement (SLA)

Question 6

A service desk agent resolves an incident by resetting a password. The agent documents the resolution in the ticket. Which practice is being performed?

Accepted Answer

Incident management. Resetting a password is a standard incident resolution activity within the incident management practice, as defined by ITIL 4. The agent is restoring normal service operation (user access) after an unplanned interruption (forgotten or locked password). Documenting the resolution in the ticket is a key step in the incident management process to ensure auditability and closure.

Answer

Change enablement

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Problem management

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Service request management

Question 7

Which THREE of the following are dimensions of service management?

Accepted Answer

Partners and suppliers. Partners and suppliers is a correct dimension because ITIL 4 defines it as one of the four dimensions of service management, covering relationships with external organizations that provide services or components. This dimension ensures that dependencies on third parties are managed to maintain service quality and continuity.

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Finance and accounting

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Security and compliance

Question 8

Which TWO of the following are ITIL guiding principles?

Accepted Answer

Start where you are. Option A is correct because 'Start where you are' is one of the seven ITIL 4 guiding principles. It emphasizes leveraging existing services, processes, and capabilities as a foundation for improvement, avoiding unnecessary rework or investment.

Answer

Deliver services efficiently

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Embrace continuous improvement

Question 9

Which THREE ITIL guiding principles are most relevant when designing a new service from scratch?

Accepted Answer

Progress iteratively with feedback. When designing a new service from scratch, 'Progress iteratively with feedback' (B) is critical because it allows the service to be built in manageable increments, with each iteration incorporating user and stakeholder feedback to refine functionality and reduce risk. This aligns with the Agile and DevOps practices that ITIL 4 embraces, ensuring the service evolves based on real-world input rather than assumptions. For a new service, starting with a minimal viable product and iterating prevents over-engineering and ensures the final design meets actual needs.

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Keep it simple and practical

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Start where you are

Question 10

A company is implementing a new ticketing system. The project team decides to use a large rollout after months of development, but later discovers many issues that could have been caught early. Which principle was NOT followed?

Accepted Answer

Progress iteratively with feedback. 'Progress iteratively with feedback' advises against big-bang approaches and encourages timeboxed iterations with continuous feedback. The team ignored this by not iterating.

Answer

Focus on value

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Optimise and automate

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Keep it simple and practical