ITIL4F Practice Test 17 — 15 Questions

Question 1

A service provider uses a third-party data center. They want to ensure the data center's availability meets their requirements. Which document should they use to define these requirements?

Accepted Answer

Underpinning Contract (UC). An Underpinning Contract (UC) is a formal contract between a service provider and an external supplier, such as a third-party data center, that defines the requirements and responsibilities, including availability targets. Option B is correct. Option A (OLA) is incorrect because an Operational Level Agreement is an internal agreement between departments within the same organization. Option C (SLA) is incorrect because a Service Level Agreement is between the service provider and its customers, not with external suppliers. Option D (SIP) is incorrect because a Service Improvement Plan is used to plan improvements, not to define initial requirements.

Answer

Operational Level Agreement (OLA)

Answer

Service Level Agreement (SLA)

Answer

Service Improvement Plan (SIP)

Question 2

Which TWO are valid triggers for the ITIL 4 Service Value System? (Choose two.)

Accepted Answer

Demand. Demand is a correct trigger because the ITIL 4 Service Value System (SVS) is activated when there is demand for services from consumers, which initiates the service value chain activities to produce and deliver value. Opportunity is also a correct trigger because it represents a potential for improvement or innovation that can lead to new or changed services, prompting the SVS to respond.

Answer

Change

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Incident

Answer

Value

Question 3

An IT team is designing a new service and decides to use an external cloud provider for hosting. Which dimension should they primarily consider to manage this relationship?

Accepted Answer

Partners and Suppliers. The Partners and Suppliers dimension is primarily concerned with managing relationships with external entities that provide services or resources. Since the team is using an external cloud provider for hosting, this dimension directly addresses how to select, manage, and govern that supplier relationship, including contracts, SLAs, and risk management.

Answer

Information and Technology

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Value Streams and Processes

Answer

Organisations and People

Question 4

A user calls the service desk to report that they cannot access a shared folder. The analyst resolves the issue by resetting the folder permissions. Which practice is being performed?

Accepted Answer

Incident Management. Resetting permissions for an unplanned access issue is restoring a failed service, which is Incident Management.

Answer

Change Enablement

Answer

Service Request Management

Answer

Problem Management

Question 5

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST?

Accepted Answer

Log the incident with relevant details. The first step in incident management is to log the incident, capturing key details, before proceeding with investigation or escalation.

Answer

Search for a known error in the known error database

Answer

Escalate to the problem management team

Answer

Reset users' passwords

Question 6

Which ITIL 4 guiding principle is being applied when a team decides to review what is already working before redesigning a process?

Accepted Answer

Start where you are. The guiding principle 'Start where you are' emphasizes understanding the current state and leveraging existing successes before making changes. This principle is applied when a team reviews what is already working before redesigning a process. Therefore, Option D is correct, not Option A.

Answer

Keep it simple and practical

Answer

Progress iteratively with feedback

Answer

Focus on value

Question 7

Which TWO of the following are types of events in Monitoring and Event Management?

Accepted Answer

Informational. In ITIL 4, Monitoring and Event Management defines three event types: Informational, Warning, and Exception. Informational events (option B) are routine notifications that indicate normal operations, such as a successful backup completion or a device powering on. They require no action but are logged for audit or trend analysis.

Answer

Critical

Answer

Standard

Answer

Emergency

Question 8

What is the PRIMARY purpose of the Incident Management practice?

Accepted Answer

Restore normal service as quickly as possible. Incident Management aims to restore normal service operation as quickly as possible and minimize adverse impact on business operations.

Answer

Manage the lifecycle of all Changes

Answer

Identify the root cause of incidents and prevent recurrence

Answer

Provide a single point of contact for users

Question 9

An IT service desk analyst receives a call that users cannot access the CRM system. According to ITIL 4, what should they do FIRST?

Accepted Answer

Log an incident and categorize it appropriately. The first step in Incident Management is to log and categorize the incident. This ensures that the issue is recorded and can be properly prioritized and escalated. Option A is incorrect because root cause analysis belongs to Problem Management, which occurs after incidents are logged. Option C is incorrect because a change request would be appropriate only after a solution is identified. Option D is incorrect because service requests are for pre-approved, routine needs.

Answer

Investigate the root cause of the access issue

Answer

Submit a change request to modify the CRM system

Answer

Create a service request for the users to regain access

Question 10

Which THREE of the following are typical risks that can be transferred from a service consumer to a service provider when using a cloud-based email service?

Accepted Answer

Risk of hardware failure for email servers. When a consumer uses a cloud-based email service, the provider is responsible for the underlying hardware, including servers, storage, and network infrastructure. Any failure of the email servers (e.g., disk crashes, power supply failures) is a risk that the provider must manage through redundancy and maintenance, thus transferring that risk away from the consumer.

Answer

Risk of internet connectivity issues

Answer

Risk of inadequate user training

Question 11

Which THREE of the following are consequences of neglecting the Information and Technology dimension?

Accepted Answer

Security vulnerabilities and breaches. Neglecting the Information and Technology dimension directly leads to security vulnerabilities and breaches because outdated or misconfigured technology components (e.g., unpatched servers, weak encryption ciphers, or missing firewall rules) create exploitable attack surfaces. Poor data quality and inaccurate reporting arise when the underlying technology stack lacks proper data validation, integrity checks, or version control, causing inconsistent or corrupted data to propagate through reports. Inefficient tools and automation result from failing to maintain or upgrade technology assets, leading to manual workarounds, integration failures, and increased mean time to resolve (MTTR) incidents.

Answer

Lack of skilled staff

Answer

Poor supplier relationships

Question 12

A monitoring tool detects that a server's CPU usage has exceeded 90% for 10 minutes. According to ITIL 4, this event is classified as which type?

Accepted Answer

Warning. According to ITIL 4, events are classified as informational, warning, or exception. A warning event indicates that a threshold, such as CPU usage over 90%, has been exceeded and may require action. Therefore, Option D is correct. Option A (Exception) refers to events that indicate a failure or significant deviation, not just a threshold breach. Option B (Critical) is not a standard ITIL event classification. Option C (Informational) describes routine events that do not require action.

Answer

Exception

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Critical

Answer

Informational

Question 13

After a major incident, the Problem Management team identifies a known error and documents a workaround. According to ITIL 4, which practice is responsible for ensuring the workaround is implemented to restore service?

Accepted Answer

Incident Management. Incident Management is responsible for restoring service using workarounds; Problem Management identifies the workaround but does not execute it.

Answer

Change Enablement

Answer

Problem Management

Answer

Service Request Management

Question 14

Which THREE of the following are activities in the ITIL 4 service value chain?

Accepted Answer

Engage. Engage is a core activity in the ITIL 4 service value chain because it represents the entry point for demand and stakeholder involvement. It ensures that the service provider understands the needs of customers and users, and manages relationships with all stakeholders to co-create value. Without Engage, there is no mechanism to capture requirements or feedback, making it essential for the value chain's operation.

Answer

Audit

Answer

Monitor

Question 15

Which statement BEST distinguishes a service request from an incident?

Accepted Answer

Service requests are pre-defined and pre-approved, while incidents are unplanned service disruptions. Service requests are pre-defined and pre-approved requests from users (e.g., password reset, access grant), while incidents are unplanned service disruptions that affect normal operation. Option A is incorrect because incidents can be non-technical (e.g., request for information is a service request, not an incident). Option B is incorrect because not all service requests require a change (e.g., information request), and incidents may require a change to resolve. Option C is incorrect because both incidents and service requests are logged in the IT service management system.

Answer

Incidents are only technical issues, while service requests are for information

Answer

Service requests always require a change, while incidents never do

Answer

Service requests are not logged, while incidents are always logged