ITIL4F Practice Test 13 — 15 Questions

Question 1

An organization is migrating its CRM system to the cloud. The service owner insists on using a custom-designed solution to maintain full control, even though an off-the-shelf product would meet 90% of requirements at half the cost and with faster deployment. Which ITIL guiding principle is being violated?

Accepted Answer

Focus on value. The service owner is prioritizing a custom solution for control, ignoring that the off-the-shelf product delivers 90% of requirements at half the cost and faster deployment. This violates the 'Focus on value' principle, which requires all decisions to maximize value for stakeholders, not technical preferences. The custom approach introduces unnecessary cost, delay, and complexity without proportional benefit, directly contradicting value-driven outcomes.

Answer

Keep it simple and practical

Answer

Progress iteratively with feedback

Answer

Collaborate and promote visibility

Question 2

A service provider is implementing a new monitoring tool to track the performance of critical services. The tool will send alerts when performance thresholds are breached. Which practice is primarily responsible for defining these thresholds and acting on the alerts to ensure service performance?

Accepted Answer

Monitoring and Event Management. Monitoring and Event Management is the practice responsible for defining performance thresholds and acting on alerts because it systematically monitors services, detects threshold breaches as events, and triggers automated or manual responses to maintain service performance. The new monitoring tool directly implements this practice by generating alerts when predefined thresholds are exceeded, enabling proactive management of service health.

Answer

Service Level Management

Answer

Availability Management

Answer

Service Desk

Question 3

Which TWO of the following are objectives of Supplier Management?

Accepted Answer

Ensure that suppliers and their services are aligned with the business needs and objectives. Supplier Management aims to ensure that suppliers and their services are aligned with the business needs and objectives, which is a core objective stated in the ITIL 4 framework. This alignment ensures that the organization obtains value from its suppliers while meeting strategic goals. Option A directly reflects this objective, making it correct.

Answer

Define and agree on service level targets with customers

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Manage the financial assets of the organization

Answer

Manage the service desk to handle supplier-related incidents

Question 4

Which TWO of the following are considered key aspects of the 'Organization and People' dimension of ITIL 4?

Accepted Answer

Defining roles and responsibilities for service management activities. Option A is correct because the 'Organization and People' dimension of ITIL 4 focuses on the human and structural aspects of service management, including clearly defining roles, responsibilities, and authority levels for service management activities. This ensures accountability and effective decision-making across the service value chain.

Answer

Managing relationships with external suppliers

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Management of data and information assets

Answer

Designing workflows for service requests

Question 5

Refer to the exhibit. The service desk has resolved a high-priority incident by restarting the mail server, but the problem record shows three related incidents. What should the problem manager do next?

Accepted Answer

Analyze the incidents to identify the root cause and define a workaround. Option A is correct because the problem manager's role is to analyze incidents linked to a problem record to identify the underlying root cause, not just resolve individual incidents. Restarting the mail server resolved the symptoms (the high-priority incident), but the problem record shows three related incidents, indicating a recurring underlying issue that requires root cause analysis (RCA) to prevent future occurrences. Defining a workaround is a standard interim step before a permanent solution is implemented, aligning with ITIL 4's problem management practice.

Answer

Escalate the problem to a higher priority

Answer

Close the problem record as the incidents are resolved

Answer

Implement a permanent solution immediately

Question 6

A company is undergoing a major organizational change that will affect several IT services. The change manager wants to ensure that all changes are assessed for risk and that the change schedule is maintained. Which practice provides the formal process for managing changes in a controlled manner?

Accepted Answer

Change Enablement. Change Enablement is the ITIL 4 practice that provides the formal, controlled process for assessing, approving, and scheduling changes to IT services. It ensures that all changes are evaluated for risk, and that the change schedule is maintained, which directly addresses the change manager's requirements.

Answer

Deployment Management

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Release Management

Answer

Transition Planning and Support

Question 7

Which TWO of the following are ITIL guiding principles?

Accepted Answer

Focus on value. Option D is correct because 'Focus on value' is one of the seven ITIL 4 guiding principles. This principle emphasizes that all activities and decisions in service management should directly contribute to delivering value to stakeholders, aligning with the ITIL 4 framework's core objective of value co-creation.

Answer

Continuous improvement

Answer

Service level management

Answer

DevOps

Question 8

Refer to the exhibit. A change order to patch a security vulnerability on WebServer01 has been approved. The IT manager is the change authority. During implementation, it is discovered that the patch requires a reboot, which will cause an outage for the OrderApp application. What is the MOST appropriate action?

Accepted Answer

Inform the IT manager and ask for a decision on whether to proceed.. The change order was approved based on the original scope, which did not include a reboot. The discovery that a reboot is required introduces a new risk (application outage) that was not assessed during the initial approval. The IT manager, as the change authority, must be informed and make a decision on whether to proceed with the change under the new circumstances, in line with the ITIL 4 'change enablement' practice of managing risk and ensuring authorized decisions.

Answer

Escalate to the change advisory board (CAB) for a new approval.

Answer

Proceed with the change as planned, since the change is already approved.

Answer

Cancel the change and request a new one with updated information.

Question 9

A company is reviewing its service management practices and identifies that it lacks a consistent approach to handling known errors. Which practice should be improved to manage known errors effectively?

Accepted Answer

Problem management. Known errors are documented in the Known Error Database (KEDB) and are a key output of problem management. Problem management is responsible for identifying the root cause of incidents and documenting workarounds or permanent fixes as known errors, making option D correct.

Answer

Service level management

Answer

Incident management

Answer

Configuration management

Question 10

A cloud service provider wants to introduce a new self-service portal for customers to manage their virtual machines. The project team proposes building a custom solution from scratch. Which ITIL guiding principle should the team apply first?

Accepted Answer

Start where you are. The 'Start where you are' principle is the correct first step because building a custom self-service portal from scratch without assessing existing capabilities, such as current VM management tools, APIs, or automation scripts, risks reinventing the wheel and wasting resources. The team should first evaluate what already exists (e.g., existing cloud orchestration platforms, monitoring systems, or customer-facing interfaces) to leverage or improve upon them, aligning with ITIL's guidance to avoid unnecessary duplication of effort.

Answer

Keep it simple and practical

Answer

Focus on value

Answer

Progress iteratively with feedback

Question 11

What is the definition of 'utility' in ITIL 4?

Accepted Answer

The functionality offered by a service to meet a specific need. Utility is 'fit for purpose' – the functionality offered by a service to meet a specific need.

Answer

The cost incurred by the service consumer

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The risks removed from the consumer by using the service

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The assurance that a service will perform as agreed

Question 12

A company provides a cloud-based file storage service. Users can store and retrieve files, but the service has no backup or redundancy. Which statement about this service is correct?

Accepted Answer

The service has utility but no warranty. The service has utility (users can store/retrieve files) but lacks warranty because there is no backup or redundancy, meaning availability and capacity are not assured.

Answer

The service has neither utility nor warranty

Answer

The service has both utility and warranty

Answer

The service has warranty but no utility

Question 13

An IT team has redesigned a customer portal, delivering new features on time and within budget. However, customer satisfaction scores have dropped because users find the new interface confusing. Which statement best describes this situation?

Accepted Answer

The team delivered an output but did not achieve the intended outcome. The team delivered an output (the new portal) but did not achieve the desired outcome (improved user satisfaction). Outcome is the result for stakeholders.

Answer

The team achieved an outcome without delivering an output

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The team delivered both an output and an outcome as planned

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The team achieved a positive outcome but failed to deliver a valuable output

Question 14

Which role is responsible for authorising budget for a new service in ITIL 4?

Accepted Answer

The sponsor. The sponsor is the person who authorises budget and provides resources for service initiatives.

Answer

The customer

Answer

The service desk manager

Answer

The user

Question 15

What is the definition of 'warranty' in ITIL 4?

Accepted Answer

The assurance that a service will perform as agreed. Warranty is 'fit for use' – assurance that a service will meet agreed requirements such as availability, capacity, continuity, and security.

Answer

The value created by the service

Answer

The cost of using the service

Answer

The functionality offered by a service to meet a specific need