ITIL4F Practice Test 11 — 15 Questions

Question 1

An organisation is selecting a new cloud provider. The IT team evaluates two options: Provider A offers low cost but no disaster recovery; Provider B offers higher cost with guaranteed recovery time. According to ITIL 4, which statements about value are correct?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Provider B offers better value if the organisation prioritises risk reduction over cost. ITIL 4 defines value as the perceived benefits, utility, and warranty of a service. If the organisation prioritises risk reduction (warranty) over cost, Provider B's guaranteed recovery time delivers higher value by ensuring business continuity, even at a higher price. Value is not purely cost-based; it depends on stakeholder needs and outcomes.

Answer

Provider A offers better value because cost is lower

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Value cannot be compared because it is always subjective

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Both providers offer the same value because they both provide cloud services

Question 2

Which ITIL 4 concept describes the functionality of a service offered to meet a specific need?

Accepted Answer

Utility. Utility is the ITIL 4 concept that defines the functionality of a service—what the service does to meet a specific customer need. It addresses the 'fit for purpose' aspect, ensuring the service delivers the required features or capabilities to achieve a desired outcome.

Answer

Warranty

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Outcome

Answer

Output

Question 3

Which TWO of the following are part of the 'Organisations and People' dimension?

Accepted Answer

Roles and skills. The 'Organisations and People' dimension of ITIL 4 focuses on the roles, responsibilities, authority structures, and the culture and behaviour of people within the organization. Option B (Roles and skills) is correct because defining clear roles and ensuring the necessary skills are available is fundamental to this dimension. Option E (Culture and behaviour) is correct because the shared values, attitudes, and behaviours of people directly influence how work is performed and how services are managed.

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Contracts and agreements

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Data and information

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Tools and technology

Question 4

A company uses an external provider for email services. Which of the following costs is typically removed from the consumer (company) and borne by the provider?

Accepted Answer

The cost of purchasing and maintaining email servers. When a company uses an external provider for email services (SaaS model), the provider is responsible for the underlying infrastructure. The cost of purchasing and maintaining email servers is a capital and operational expense that shifts from the consumer to the provider, as the provider owns and manages the hardware, storage, and server software (e.g., Microsoft Exchange Online or Google Workspace). This aligns with the ITIL 4 concept of utility and warranty, where the provider ensures availability and capacity without the consumer incurring direct hardware costs.

Answer

The cost of training employees on how to use email

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The cost of user support for password resets

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The cost of internet connectivity

Question 5

A service provider offers a payroll service with guaranteed 99.9% uptime and response times under 2 seconds. Which ITIL 4 concept does this guarantee represent?

Accepted Answer

Warranty. The guarantee of 99.9% uptime and response times under 2 seconds represents the 'Warranty' concept in ITIL 4. Warranty focuses on the availability, capacity, continuity, and security of a service—ensuring it is 'fit for use' under agreed conditions. The uptime percentage directly addresses availability, while the response time threshold addresses capacity and performance, both core components of warranty.

Answer

Outcome

Answer

Cost

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Utility

Question 6

Which TWO of the following are potential consequences of neglecting the Partners and Suppliers dimension?

Accepted Answer

Supply chain disruptions. Neglecting the Partners and Suppliers dimension directly exposes the organization to supply chain disruptions because dependencies on external vendors for critical components or services are not managed. Without proper governance and contracts, a supplier's failure to deliver can halt IT operations, as seen in scenarios where a single-source provider for cloud infrastructure or hardware experiences an outage.

Answer

Better service quality

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Improved agility

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Increased innovation

Question 7

An IT service provider offers a payroll processing service. The consumer avoids the cost of hiring payroll staff and buying software. These avoided costs are an example of:

Accepted Answer

Costs removed from the consumer. The avoided costs of hiring payroll staff and purchasing software represent expenses that the consumer no longer incurs due to using the service. In ITIL 4, these are classified as 'costs removed from the consumer'—a key concept in service value where the service provider absorbs or eliminates specific costs that the consumer would otherwise bear directly.

Answer

Warranty provided by the service

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Risks removed from the consumer

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Utility provided by the service

Question 8

An IT service provider offers a payroll service with a guaranteed uptime of 99.9%. Which dimension of service value does this guarantee primarily address?

Accepted Answer

Warranty. The guarantee of 99.9% uptime directly addresses the 'Warranty' dimension of service value, which ensures the service is available, reliable, and secure when needed. In ITIL 4, Warranty focuses on the assurance that the service will meet agreed-upon availability levels, while Utility covers the functionality or 'fit for purpose' of the service. This uptime metric is a classic Warranty attribute, as it quantifies the service's availability guarantee.

Answer

Outcome

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Utility

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Output

Question 9

Which ITIL 4 concept describes the assurance that a service will meet its agreed availability, capacity, and security requirements?

Accepted Answer

Warranty. Warranty in ITIL 4 is the concept that directly addresses the assurance that a service will meet its agreed requirements, including availability, capacity, and security. While utility focuses on the functionality or 'what the service does,' warranty covers the 'how well' it performs, ensuring the service is fit for use under defined conditions.

Answer

Utility

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Risk

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Value

Question 10

A customer purchases a cloud storage service. The provider guarantees 99.9% uptime. This guarantee is an example of:

Accepted Answer

Warranty. The 99.9% uptime guarantee is a commitment to the service's availability and performance characteristics, which aligns with the ITIL 4 definition of 'warranty' — the assurance that a service will meet agreed-upon conditions such as availability, capacity, continuity, and security. Warranty focuses on the 'how' of service delivery, ensuring the service is fit for use, whereas utility addresses the 'what' (functionality). This guarantee does not describe a desired business outcome (A), nor is it the entire service level agreement (C), which is a documented contract; it is a specific warranty element within or referenced by an SLA.

Answer

An outcome

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A service level agreement

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Utility

Question 11

An organization wants to improve its service delivery. According to ITIL 4, which concept emphasizes that the service consumer also contributes to value creation?

Accepted Answer

Value co-creation. Value co-creation (C) is the correct answer because ITIL 4 explicitly defines value co-creation as the joint activities performed by a service provider and a service consumer to create value. This concept emphasizes that the service consumer is not a passive recipient but an active contributor, meaning that without the consumer's participation (e.g., providing requirements, using the service correctly, or giving feedback), value cannot be fully realized. In the context of improving service delivery, this means the organization must engage consumers in the service relationship to ensure outcomes are achieved.

Answer

Service offering

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Service relationship

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Outcome management

Question 12

An employee requests a new laptop as part of onboarding. According to ITIL 4, what type of record should be raised?

Accepted Answer

Service Request. A new laptop for onboarding is a standard pre-approved request that follows a predefined workflow, not an unplanned interruption or failure. According to ITIL 4, this fits the definition of a Service Request (option C), which is a formal request from a user for something to be provided – for example, for information, advice, or access to a service. Incidents and problems deal with restoring normal service after an interruption, while change requests are for modifications to controlled components.

Answer

Problem

Answer

Incident

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Change Request

Question 13

A service consumer pays for a cloud storage service. The provider ensures data is encrypted (security) and accessible 24/7. Which warranty aspects are addressed?

Accepted Answer

Security and availability. Warranty in ITIL 4 covers the assurance that a service will meet agreed-upon conditions. The question explicitly states the provider ensures data is encrypted (security) and accessible 24/7 (availability). Option B correctly identifies these two warranty aspects: security and availability. Utility is about functionality (what the service does), not the guarantees around its delivery.

Answer

Utility and outcome

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Availability and utility

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Capacity and continuity

Question 14

According to ITIL 4, which of the following is an example of a service consumer?

Accepted Answer

A user accessing the company email system. In ITIL 4, a service consumer is any entity that uses a service, which includes users who access IT services for their own purposes. Option D is correct because a user accessing the company email system is directly consuming the email service, making them a service consumer. This aligns with the ITIL 4 definition where service consumers can be customers, users, or sponsors.

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A network engineer

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A server administrator

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A help desk technician

Question 15

A user reports they cannot print to a network printer. The service desk analyst suspects a driver issue. Which ITIL 4 concept BEST describes this scenario?

Accepted Answer

Incident. This scenario is an Incident because the user reports an unplanned interruption to a service (printing), and the service desk analyst is working to restore normal service operation as quickly as possible. Even though a driver issue is suspected, the focus is on resolving the immediate failure, not on finding the root cause or implementing a permanent fix, which aligns with the ITIL 4 definition of an Incident.

Answer

Problem

Answer

Change

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Service request