ITIL4F Practice Test 14 — 15 Questions

Question 1

A known error has been documented and a workaround exists. According to ITIL 4, which practice is responsible for managing the known error?

Accepted Answer

Problem Management. According to ITIL 4, the Problem Management practice is responsible for managing known errors throughout their lifecycle, including documenting the known error record and ensuring a workaround is available. This practice focuses on identifying the root cause of incidents and preventing recurrence, with the known error being a formal record that may include a documented workaround to reduce incident impact.

Answer

Change Enablement

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Service Desk

Answer

Incident Management

Question 2

What is a configuration baseline?

Accepted Answer

A snapshot of the configuration of a service or infrastructure at a specific point in time. A configuration baseline is defined in ITIL 4 as a snapshot of the configuration of a service, product, or infrastructure at a specific point in time. This baseline serves as a reference point for future changes, audits, or recovery, ensuring that the exact state of Configuration Items (CIs) and their relationships is captured and can be compared against later states.

Answer

A standard change that updates the CMDB

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A policy for managing configuration data

Answer

A list of all configuration items in the CMDB

Question 3

A supplier is consistently failing to meet contractual targets. Which practice is responsible for managing this?

Accepted Answer

Supplier Management. Supplier Management is the ITIL 4 practice responsible for managing suppliers and their performance to ensure they meet contractual targets. When a supplier consistently fails to meet these targets, the Supplier Management practice owns the process of monitoring, reporting, and initiating corrective actions or escalations, including contract termination if necessary. This practice directly handles supplier relationships, performance reviews, and compliance with agreed service levels.

Answer

IT Asset Management

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Service Level Management

Answer

Change Enablement

Question 4

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

Accepted Answer

IT Asset Management. IT Asset Management (ITAM) is the correct practice because it is specifically responsible for managing the lifecycle of all IT assets, including financial, contractual, and inventory aspects from acquisition to disposal. This aligns with the ITIL 4 definition, which states ITAM oversees the entire lifecycle of assets to optimize value and control costs, unlike other practices that focus on changes, configurations, or deployments.

Answer

Change Enablement

Answer

Service Configuration Management

Answer

Deployment Management

Question 5

An organization wants to implement a new CRM system. According to ITIL 4, which type of change would this typically be considered?

Accepted Answer

Normal change. New system implementations are significant and require approval, typically via a normal change.

Answer

Emergency change

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Standard change

Answer

Service request

Question 6

A user calls the service desk to request a new laptop because their current one is slow and outdated. However, the user's manager wants the request handled as an incident because the laptop is affecting productivity. According to ITIL 4, how should this request be classified?

Accepted Answer

Service request, because it is a request for a new asset. This request is a service request because the user is asking for a new laptop as a pre-defined, standard item, not reporting a disruption to an existing service. ITIL 4 defines a service request as a formal request for something to be provided, such as access to a new asset. The user's inability to work effectively does not change the classification; the underlying issue is a need for a new asset, not an unplanned interruption.

Answer

Change request, because it involves replacing hardware

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Incident, because the user cannot work effectively

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Problem, because the root cause of slowness needs investigation

Question 7

An IT team monitors server CPU usage and receives an alert that usage has exceeded 90%. According to ITIL 4, what type of event is this?

Accepted Answer

Warning event. In ITIL 4, a warning event occurs when a threshold is reached that indicates a potential future issue, such as server CPU usage exceeding 90%. This alert signals that the service is still operational but may degrade if the trend continues, prompting proactive monitoring or escalation.

Answer

Incident

Answer

Informational event

Answer

Exception event

Question 8

During a service review, the provider demonstrates that the service meets all agreed targets. However, users report that the service does not help them achieve their goals. Which concept is lacking?

Accepted Answer

Utility. Utility is the functionality offered by a service to meet a specific need. Even if all agreed targets (warranty) are met, the service fails to deliver utility if it does not help users achieve their goals. This gap between technical compliance and business outcome is the core of the question.

Answer

Risk

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Output

Answer

Warranty

Question 9

In which service value chain activity would an organization define the strategy and direction for service management?

Accepted Answer

Plan. The 'Plan' value chain activity is responsible for defining the strategy, policies, and direction for service management across the organization. It ensures that the organization's vision, objectives, and continual improvement initiatives are aligned with business goals, providing a blueprint for all other service value chain activities.

Answer

Design and transition

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Improve

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Engage

Question 10

A service provider delivers a monthly report to a customer. The report is accurate and on time. However, the customer finds the report useless for decision-making because it lacks key metrics. In ITIL 4 terms, which statement is correct?

Accepted Answer

The output is satisfactory but the outcome is not. In ITIL 4, an output is a tangible deliverable (the report), while an outcome is the result of using that output to achieve a goal (informed decision-making). The report is accurate and on time, so the output is satisfactory. However, the customer finds it useless for decision-making due to missing key metrics, meaning the desired outcome is not achieved. Therefore, option B is correct.

Answer

Both output and outcome are satisfactory

Answer

The outcome is satisfactory but the output is not

Answer

Both output and outcome are unsatisfactory

Question 11

Which PESTLE factor is being considered when an organization reviews new data protection regulations before launching a service?

Accepted Answer

Legal. Data protection regulations, such as GDPR or HIPAA, are legal frameworks that mandate how personal data must be handled, stored, and protected. When an organization reviews these regulations before launching a service, it is directly assessing the Legal and regulatory PESTLE factor to ensure compliance and avoid penalties. This is distinct from Political factors, which involve government stability or policy directions, and Technological factors, which focus on infrastructure or software capabilities.

Answer

Technological

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Political

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Economic

Question 12

An organization is developing a new mobile app for customers. According to the ITIL 4 Service Value Chain, which activity is primarily responsible for understanding customer expectations and requirements?

Accepted Answer

Engage. In the ITIL 4 Service Value Chain, the 'Engage' activity is the entry point for understanding stakeholder needs, including customer expectations and requirements for a new mobile app. This activity encompasses interactions with customers, users, and other stakeholders to capture demand, gather feedback, and define service requirements before any design or development begins.

Answer

Design and transition

Answer

Plan

Answer

Obtain/build

Question 13

A company has implemented a new cloud-based email service that reduces the time employees spend managing their inboxes by 30%. Which ITIL 4 term best describes this reduction?

Accepted Answer

Outcome. An outcome in ITIL 4 refers to a result or benefit delivered to stakeholders, such as improved productivity or reduced effort. The 30% reduction in time spent managing inboxes is a measurable business outcome achieved by using the new cloud-based email service, not a feature of the service itself.

Answer

Utility

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Warranty

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Output

Question 14

A user requests a password reset via the IT service portal. According to ITIL 4, what type of record should the service desk raise?

Accepted Answer

A service request. A password reset is a standard, pre-approved request for a service that does not involve a failure or interruption. According to ITIL 4, this falls under a service request, which is defined as a formal request from a user for something to be provided – such as information, advice, or access to a service. The service desk should raise a service request record to track and fulfill this routine action.

Answer

A change request

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An incident record

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A problem record

Question 15

An e-commerce company uses a payment gateway service. The service provider ensures transaction processing (utility) and guarantees 99.99% uptime (warranty). However, the company incurs a cost per transaction and bears reputational risk if the gateway fails. According to ITIL 4, what is the service consumer's perspective on costs and risks?

Accepted Answer

The consumer incurs costs and retains some risks, while the provider removes other risks. ITIL 4 defines that in a service relationship, the consumer always incurs some costs (e.g., per-transaction fees) and retains certain risks (e.g., reputational damage if the payment gateway fails), while the provider removes other risks (e.g., infrastructure downtime) through the warranty of 99.99% uptime. The utility ensures the service meets the consumer's need for transaction processing, but the consumer cannot fully transfer all risks or costs to the provider.

Answer

The consumer only bears the cost; all risks are transferred to the provider

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The consumer only bears the risks; the provider absorbs all costs

Answer

The consumer has no costs or risks because the service provider handles everything