ITIL4F Practice Test 18 — 15 Questions

Question 1

An IT service desk analyst receives multiple calls that users cannot access the CRM system after a scheduled maintenance. According to ITIL 4, what should the analyst do FIRST?

Accepted Answer

Log an incident record to restore service as soon as possible. According to ITIL 4, the primary goal of incident management is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations. When users cannot access the CRM system after scheduled maintenance, the analyst must first log an incident record to initiate the restoration process, as this is an unplanned interruption or reduction in quality of an IT service. This aligns with the ITIL 4 guiding principle of 'Focus on Value' by prioritizing immediate service recovery over investigation or change management.

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Raise a problem record to investigate the root cause

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Submit a change request to revert the maintenance changes

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Create a service request for user access

Question 2

An organization decides to outsource its IT support to a third-party provider. Which ITIL 4 dimension is primarily affected by this decision?

Accepted Answer

Partners and Suppliers. The decision to outsource IT support directly involves engaging a third-party provider, which falls under the 'Partners and Suppliers' dimension of ITIL 4. This dimension covers relationships with external organizations that provide services or resources, including suppliers, manufacturers, and vendors. The other dimensions (Value Streams and Processes, Organizations and People, Information and Technology) are affected indirectly but are not the primary focus of an outsourcing decision.

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Value Streams and Processes

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Organizations and People

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Information and Technology

Question 3

Which ITIL guiding principle states that all activities should be directly linked to creating value for stakeholders?

Accepted Answer

Focus on value. The 'Focus on value' guiding principle is correct because it mandates that every activity, process, and decision in service management must be directly traceable to creating measurable value for stakeholders. This principle ensures that resources are not wasted on activities that do not contribute to the desired outcomes, aligning all work with the organization's strategic objectives.

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Think and work holistically

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Optimise and automate

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Start where you are

Question 4

Which change type is pre-authorized and follows a defined procedure?

Accepted Answer

Standard change. Standard changes are pre-authorized and follow a defined, low-risk procedure, such as applying a routine security patch or provisioning a new user account. They do not require additional approval because the risk is well-understood and the implementation steps are documented in a standard operating procedure (SOP). This aligns with ITIL 4's definition of a standard change as a change that is fully documented, low risk, and can be implemented without a formal change advisory board (CAB) meeting.

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Emergency change

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Service change

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Normal change

Question 5

Which ITIL 4 term describes the functionality offered by a product or service to meet a particular need?

Accepted Answer

Utility. Utility is the ITIL 4 term that defines the functionality offered by a product or service to meet a particular need. It directly addresses what the service does for the user—its core capability to solve a problem or enable an outcome. In ITIL 4, utility is often described as 'fit for purpose,' distinguishing it from warranty, which covers 'fit for use.'

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Outcome

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Output

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Warranty

Question 6

Which ITIL 4 practice is responsible for managing the lifecycle of all IT assets?

Accepted Answer

IT Asset Management. IT Asset Management (ITAM) is the ITIL 4 practice specifically responsible for managing the lifecycle of all IT assets, including hardware, software, and licenses, from acquisition to disposal. It ensures financial and contractual accountability, tracking assets through their entire lifecycle to optimize value and control costs.

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Service Configuration Management

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Supplier Management

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Capacity and Performance Management

Question 7

In ITIL 4, which practice is responsible for maintaining the Configuration Management Database (CMDB)?

Accepted Answer

Service Configuration Management. Service Configuration Management (D) is the ITIL 4 practice responsible for maintaining the Configuration Management Database (CMDB). It ensures that accurate and reliable information about configuration items (CIs) and their relationships is available when and where needed, supporting all other service management practices.

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Change Enablement

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IT Asset Management

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Deployment Management

Question 8

An organization has a documented policy that all changes to the financial system must be approved by the change advisory board, but emergency changes require a separate emergency CAB. Which type of change is a planned update to a firewall rule that will be approved by the CAB?

Accepted Answer

Normal change. In ITIL, a normal change is one that requires approval from the change authority (such as a CAB) before implementation. Although a planned update to a firewall rule might seem low risk, the organization's policy explicitly requires CAB approval for all changes to the financial system, including this firewall rule. Therefore, it must follow the normal change process. Standard changes are pre-authorized and do not need CAB approval, while emergency changes would use a separate emergency CAB. Since the question states the change will be approved by the CAB (not the emergency CAB), it is a normal change.

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Service request

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Standard change

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Emergency change

Question 9

An organization decides to outsource its IT support to reduce operational costs. Which ITIL 4 concept best describes the costs that the organization transfers to the service provider?

Accepted Answer

Costs removed from the consumer. When an organization outsources IT support, the costs it no longer incurs (e.g., salaries, hardware, software licenses) are described in ITIL 4 as 'costs removed from the consumer.' This concept captures the financial burden that shifts from the consumer to the service provider as part of the service relationship, directly aligning with the goal of reducing operational costs.

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Warranty

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Costs imposed on the consumer

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Utility

Question 10

Which TWO of the following are components of value according to ITIL 4?

Accepted Answer

Outcomes. In ITIL 4, value is defined as the perceived benefits, usefulness, and importance of something. It is explicitly composed of two components: outcomes (the results achieved for stakeholders) and benefits (the positive gains realized from services). Option A is correct because outcomes are the measurable results that directly contribute to value, such as increased customer satisfaction or reduced downtime.

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Outputs

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Costs

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Risks

Question 11

A company offers a cloud storage service with a guaranteed uptime of 99.9% and data encryption at rest. A customer reports that the service is unavailable due to a server outage. According to ITIL 4, the service is failing to meet which aspect of service?

Accepted Answer

Warranty. The customer reports that the service is unavailable due to a server outage, which means the service is not accessible when needed. In ITIL 4, Warranty refers to the assurance that a service will meet agreed-upon conditions such as availability, capacity, continuity, and security. A guaranteed uptime of 99.9% is a warranty promise, and an outage causing unavailability directly violates that warranty, not the utility (which is about functionality).

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Output

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Utility

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Outcome

Question 12

A company is implementing a new CRM system. The project team has defined the workflows and activities but has not considered the skills required for staff to use the system. Which dimension of ITIL 4 is being neglected?

Accepted Answer

Organizations and People. The 'Organizations and People' dimension focuses on roles, responsibilities, competencies, and culture. By defining workflows without assessing staff skills, the project team neglects the human factor required to operate the new CRM system effectively, risking adoption failure and operational inefficiency.

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Partners and Suppliers

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Information and Technology

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Value Streams and Processes

Question 13

What is the primary focus of Problem Management in ITIL 4?

Accepted Answer

Finding underlying causes of incidents. Problem Management in ITIL 4 focuses on identifying and analyzing the underlying causes of incidents to prevent recurrence or minimize their impact. Option D is correct because this practice aims to diagnose root causes, not just restore service or handle requests, aligning with the ITIL 4 guiding principle of 'Focus on Value' by reducing future disruptions.

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Managing service requests from users

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Restoring service as quickly as possible

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Implementing changes to IT infrastructure

Question 14

An IT department wants to improve the speed of service restoration. Which practice is primarily responsible for this?

Accepted Answer

Incident management. Incident management is primarily responsible for restoring normal service operation as quickly as possible and minimizing the adverse impact on business operations. In the context of improving service restoration speed, this practice owns the lifecycle of all incidents, from detection through resolution, and its key metrics (e.g., Mean Time to Restore Service - MTRS) directly measure restoration performance.

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Change enablement

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Problem management

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Service level management

Question 15

What is the PRIMARY difference between an SLA and an OLA?

Accepted Answer

An SLA is between a service provider and a customer; an OLA is between the service provider and another internal team. The primary difference is that a Service Level Agreement (SLA) is a documented agreement between a service provider and a customer (external or internal) that defines the service level targets, while an Operational Level Agreement (OLA) is an internal agreement between the service provider and another internal team (e.g., IT operations, network team) that supports the delivery of the SLA. Option A correctly captures this distinction, as OLAs are always internal to the organization and support the SLA's commitments.

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An SLA is for external customers; an OLA is for internal customers

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An SLA is a written agreement; an OLA is verbal

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An SLA defines responsibilities; an OLA defines penalties