ITIL4F Practice Test 16 — 15 Questions

Question 1

Which THREE of the following are activities of the ITIL 4 service value chain? (Choose three.)

Accepted Answer

Improve. (Improve) is correct because the ITIL 4 service value chain defines six core activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, and Deliver & Support. 'Improve' is explicitly one of these activities, representing the continuous improvement of services, practices, and products across the value chain. It is not a generic term but a specific value chain activity that ensures ongoing alignment with business needs.

Answer

Control

Answer

Monitor

Question 2

What is the PRIMARY purpose of the 'Plan' value chain activity?

Accepted Answer

To define the vision and direction for the organization. The 'Plan' value chain activity is primarily responsible for defining the vision, mission, policies, and strategic direction of the organization. It ensures that all other value chain activities are aligned with the organization's objectives and that resources are allocated appropriately to achieve those goals. This activity sets the overall roadmap and governance framework for the service value system.

Answer

To ensure services meet agreed performance levels

Answer

To coordinate the resources for building services

Answer

To handle customer requests and feedback

Question 3

Which TWO of the following correctly distinguish between an output and an outcome?

Accepted Answer

An output is a tangible deliverable of an activity. An output is defined in ITIL 4 as a tangible or intangible deliverable of an activity, such as a report, a server, or a completed ticket. Option E is correct because an outcome is a result for a stakeholder that is enabled by one or more outputs, focusing on the value or benefit achieved, not the deliverable itself.

Answer

An outcome is a deliverable; an output is a result

Answer

An output always has value to the consumer

Answer

An output is long-term; an outcome is short-term

Question 4

A security breach forces an organization to take immediate action to contain the threat. The change is implemented without prior approval due to urgency. According to ITIL 4, which change type is this?

Accepted Answer

Emergency change. Emergency changes are those that must be implemented as soon as possible (e.g., to resolve a security breach). They may skip normal approval but must still be documented.

Answer

Standard change

Answer

Incident Management

Answer

Normal change

Question 5

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?

Accepted Answer

Log the incident and attempt to restore service. The first step in incident management is to log and classify the incident to restore service as soon as possible. Root cause analysis belongs to problem management, which is initiated later if needed.

Answer

Escalate to the service desk manager immediately

Answer

Initiate a problem record to find the root cause

Answer

Submit a change request to fix the system

Question 6

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?

Accepted Answer

Normal change. Normal changes require assessment and authorization by the CAB, unlike standard (pre-approved) or emergency (urgent) changes.

Answer

Emergency change

Answer

Service request

Answer

Standard change

Question 7

Which of the following is a component of the ITIL 4 Service Value System?

Accepted Answer

Service value chain. The ITIL SVS includes the service value chain, guiding principles, governance, practices, and continual improvement as its core components.

Answer

Incident management

Answer

Service desk

Answer

Service level agreement

Question 8

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

Accepted Answer

First Contact Resolution (FCR). First Contact Resolution (FCR), Mean Time to Resolve (MTTR), and Customer Satisfaction (CSAT) are all key performance indicators (KPIs) for the Service Desk practice in ITIL 4. FCR measures the percentage of tickets resolved on first contact, MTTR measures the average time to resolve incidents, and CSAT measures user satisfaction. The other options—Number of changes implemented and Percentage of SLA targets met—are not primary Service Desk KPIs.

Answer

Number of changes implemented

Answer

Percentage of SLA targets met

Question 9

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?

Accepted Answer

Service request record. A service request is a pre-defined, pre-approved request for something that is part of normal service delivery, such as a request for new software from the service catalogue. Option C is correct. Option A is incorrect because a problem record is used for the root cause of incidents, not for fulfilling requests. Option B is incorrect because a normal change record is for changes that require assessment and approval, not for pre-approved items. Option D is incorrect because an incident record is for unplanned interruptions, not for standard requests.

Answer

Problem record

Answer

Normal change record

Answer

Incident record

Question 10

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?

Accepted Answer

Document the known error and provide a workaround. In error control, when a permanent fix is pending, the problem manager should document the known error and provide a workaround to reduce impact. Option B is correct because it follows the known error process. Option A is wrong because closing the problem record is premature. Option C is wrong because the fix is already scheduled and an emergency change is not needed. Option D is wrong because implementing a workaround globally may not be appropriate without proper assessment.

Answer

Close the problem record since the fix is scheduled

Answer

Escalate to change enablement for an emergency change

Answer

Implement the workaround immediately for all users

Question 11

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

Accepted Answer

Roles and responsibilities. The Organisations and People dimension of the ITIL 4 framework focuses on the roles, responsibilities, and culture required to support service management. Option B is correct because clearly defined roles and responsibilities ensure accountability and effective coordination across teams, which is a core aspect of this dimension.

Answer

Information security policies

Answer

Data architecture

Answer

Supplier contracts

Question 12

Which THREE of the following are considered part of the 'Information and Technology' dimension in ITIL 4?

Accepted Answer

Cloud computing platforms. Cloud computing platforms (A) are a core component of the 'Information and Technology' dimension, which covers the technical infrastructure, applications, and data management used to deliver services. This dimension includes hardware, software, networks, and cloud services that enable service delivery and support.

Answer

Change management procedures

Answer

Skills and competencies of IT staff

Question 13

What does the 'Engage' value chain activity primarily involve?

Accepted Answer

Interacting with customers and stakeholders. The 'Engage' value chain activity is specifically about understanding stakeholder needs, managing relationships, and ensuring transparency and communication throughout the service lifecycle. It involves interacting with customers, users, and other stakeholders to gather requirements, provide updates, and obtain feedback, which aligns directly with option A.

Answer

Planning improvements to services

Answer

Monitoring and resolving incidents

Answer

Building and testing new services

Question 14

Which THREE of the following are examples of external factors that can affect an organization according to ITIL 4's PESTLE analysis?

Accepted Answer

Economic trends. Economic trends (Option B) are a classic external factor in PESTLE analysis. ITIL 4 defines PESTLE as a framework for scanning the macro-environment, and economic factors such as inflation, interest rates, or recession directly impact an organization's budget, service demand, and cost models. This is external because the organization cannot control these market forces.

Answer

Internal processes

Answer

Organizational culture

Question 15

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

Accepted Answer

Incident Management. Incident Management is responsible for restoring service as quickly as possible, even with a workaround. Option B is correct. Problem Management would later diagnose the root cause. Service Desk may log the incident but the restoration action is Incident Management.

Answer

Problem Management

Answer

Change Enablement

Answer

Service Desk