ITIL4F Practice Test 18 — 15 Questions

Question 1

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

Accepted Answer

Log an incident record and attempt to restore service. The first step is to log the incident to initiate the Incident Management process and restore service.

Answer

Submit an emergency change to fix the system

Answer

Raise a problem record to investigate the root cause

Answer

Inform the users that it is a known issue

Question 2

A customer requests a new software installation that is listed in the service catalogue. According to ITIL 4, this should be handled as a:

Accepted Answer

Service request. Service requests are pre-defined, pre-approved requests for new services listed in the service catalogue. Option B is correct. Option A (incident) is for unplanned disruptions. Option C (problem) is for root cause analysis. Option D (emergency change) is for urgent changes.

Answer

Incident

Answer

Problem

Answer

Emergency change

Question 3

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 an incident record with the details provided by the user. The first action in ITIL 4 Incident Management is to log the incident. The analyst must record the details of the disruption to initiate the process. Therefore, Option A is correct. Option B (assign to problem management) is premature; Option C (send a service request) is incorrect because this is an incident, not a service request; Option D (search known error database) occurs after logging during investigation.

Answer

Assign the issue to Problem Management for root cause analysis

Answer

Send a service request to the infrastructure team

Answer

Search the known error database for a workaround

Question 4

What is the PRIMARY purpose of the Incident Management practice?

Accepted Answer

To restore normal service operation as quickly as possible and minimize the adverse impact on business operations. Incident Management aims to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, ensuring that agreed levels of service quality are maintained. Therefore, Option C is correct. Option A describes Service Request Management. Option B describes Problem Management. Option D describes Change Enablement.

Answer

To handle pre-defined, pre-approved service requests from users

Answer

To identify the root cause of incidents and prevent recurrence

Answer

To assess, authorize, and schedule changes to the IT infrastructure

Question 5

Which THREE of the following are considered events in the Monitoring and Event Management practice?

Accepted Answer

A scheduled backup completing successfully. In ITIL 4, the Monitoring and Event Management practice classifies events into informational, warning, and exception categories. All three types are considered events within the practice. Informational events (e.g., a scheduled backup completing successfully) are routine and may not require immediate action, but they are still events that are monitored and recorded. Warning events (e.g., printer low on toner) indicate a potential issue, and exception events (e.g., server reaching 100% CPU usage) require immediate attention. Therefore, options A, B, and C are all events.

Answer

A user reporting a slow computer

Answer

A new employee requesting access to a system

Question 6

Which TWO are phases of the Problem Management practice?

Accepted Answer

Problem control. Problem Management includes the phases Problem Identification (detecting and logging problems) and Problem Control (analyzing and documenting workarounds and root causes). These are the two phases that directly address the lifecycle of a problem, distinct from incident or change activities.

Answer

Service restoration

Answer

Incident resolution

Answer

Change authorization

Question 7

A service desk receives multiple reports of a recurring network issue. Analysts restore service each time by rebooting a router. According to ITIL 4, what should happen next?

Accepted Answer

Raise a problem record to identify the root cause. Since incidents recur, a problem record should be raised to find the root cause and prevent recurrence. Rebooting restores service but doesn't address the underlying cause.

Answer

Log a service request for network monitoring

Answer

Close the incidents as resolved

Answer

Submit a change request to replace the router

Question 8

What is the PRIMARY purpose of the Incident Management practice?

Accepted Answer

To restore normal service operation as quickly as possible. The primary purpose of Incident Management is to restore normal service operation as quickly as possible and minimize adverse impact on business operations. Option B is correct. Option A describes the purpose of Problem Management, not Incident Management. Option C describes Service Request Management. Option D is unrealistic and not the primary goal.

Answer

To identify the root cause of incidents

Answer

To fulfil service requests from users

Answer

To prevent all incidents from occurring

Question 9

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

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

Accepted Answer

Log an incident record and begin initial diagnosis. The first step is to log the disruption as an incident to initiate restoration of service, even if the cause is suspected to be a change.

Answer

Immediately reverse the recent change

Answer

Create a service request to restore access

Answer

Log a problem record to investigate the root cause

Question 10

A bank is using a cloud-based accounting software. The software provider ensures 99.9% uptime and data encryption. Which ITIL 4 concept is represented by the uptime guarantee?

Accepted Answer

Warranty. Warranty is about the assurance that a service will meet agreed requirements, including availability, capacity, security, and continuity. Uptime guarantee is a warranty aspect.

Answer

Service relationship

Answer

Utility

Answer

Outcome

Question 11

A user requests a new software installation that is already approved and listed in the service catalogue. According to ITIL 4, how should this request be classified?

Accepted Answer

As a service request. Service requests are predefined, pre-approved, and typically low-risk. This matches the description of a standard change, but in ITIL 4, service requests are a distinct practice separate from changes.

Answer

As an incident

Answer

As a normal change

Answer

As an emergency change

Question 12

A company has an agreement with a supplier to provide 99.9% availability for a cloud service. This agreement is documented in a contract that is reviewed annually. According to ITIL 4, which type of agreement is this?

Accepted Answer

Underpinning Contract (UC). Supplier Management is responsible for supplier contracts, which are typically documented as Underpinning Contracts (UCs). SLAs are agreements between the provider and customer, and OLAs are internal agreements.

Answer

Service Level Target (SLT)

Answer

Operational Level Agreement (OLA)

Answer

Service Level Agreement (SLA)

Question 13

A project team is designing a new service. They decide to reuse an existing reporting module instead of building a new one. Which guiding principle is being applied?

Accepted Answer

Start where you are. The guiding principle 'Start where you are' is about using what already exists. Reusing an existing module demonstrates this principle.

Answer

Collaborate and promote visibility

Answer

Focus on value

Answer

Progress iteratively with feedback

Question 14

A user requests a new laptop for an employee who has just joined the company. According to ITIL 4, how should this request be classified?

Accepted Answer

A service request. A new laptop request for a new employee is a standardized, pre-approved service request because it follows predefined procedures (e.g., provisioning a standard device). It is not an incident (unplanned interruption), a problem (root cause analysis), or an emergency change (urgent, high-risk alteration). In ITIL 4, service requests are the correct classification for such common, low-risk requests.

Answer

An emergency change

Answer

A problem

Answer

An incident

Question 15

An organization has a CMDB that contains information about all configuration items (CIs) and their relationships. Which practice is primarily responsible for maintaining this information?

Accepted Answer

Service Configuration Management. Service Configuration Management is the practice responsible for maintaining the CMDB, ensuring accurate information about configuration items (CIs) and their relationships. Option B is correct. Option A, Service Catalog Management, deals with defining and maintaining the service catalog, not CIs. Option C, IT Asset Management, manages the lifecycle of assets, but the CMDB is focused on configuration items, which may include assets but is broader. Option D, Deployment Management, is concerned with moving new or changed components into production, not maintaining CI data.

Answer

Service Catalog Management

Answer

IT Asset Management

Answer

Deployment Management