ITIL4F Practice Test 19 — 15 Questions

Question 1

An organization is implementing a new monitoring tool. Which type of event should trigger an immediate response from the IT team?

Accepted Answer

Exception event. Exception events indicate a failure or breach of threshold and require immediate action.

Answer

Scheduled event

Answer

Warning event

Answer

Informational event

Question 2

Which practice is responsible for ensuring that a service can meet current and future capacity demands?

Accepted Answer

Capacity and Performance Management. Capacity and Performance Management ensures that services have the necessary resources to meet agreed performance and demand levels.

Answer

Monitoring and Event Management

Answer

IT Asset Management

Answer

Availability Management

Question 3

Which document defines the level of service expected between a service provider and a customer?

Accepted Answer

Service Level Agreement (SLA). A Service Level Agreement (SLA) defines the level of service expected between a service provider and a customer. Option A (Service catalogue) is a list of services, not an agreement. Option B (Operational Level Agreement) is an agreement between internal groups within the same organization. Option D (Underpinning Contract) is an agreement between the provider and a supplier.

Answer

Service catalogue

Answer

Operational Level Agreement (OLA)

Answer

Underpinning Contract (UC)

Question 4

An organization wants to improve its service desk's first-level resolution rate. Which approach BEST aligns with ITIL 4 guidance?

Accepted Answer

Implement a shift-left strategy by training service desk staff and providing better knowledge tools. Shift-left involves enabling front-line staff to resolve more issues, which increases first-contact resolution.

Answer

Create more detailed escalation procedures

Answer

Increase the number of service desk agents

Answer

Increase the number of second-level support teams

Question 5

An organization is implementing a new IT service management tool. According to ITIL 4, which practice would be primarily responsible for ensuring that the tool's performance meets the agreed demand?

Accepted Answer

Capacity and Performance Management. Capacity and Performance Management ensures that services perform at the required level to meet demand. Availability Management focuses on uptime, not performance.

Answer

Service Configuration Management

Answer

Monitoring and Event Management

Answer

Availability Management

Question 6

Which TWO of the following are components of the ITIL 4 Service Value System?

Accepted Answer

Guiding principles. The SVS components are: Guiding principles, Governance, Service value chain, Practices, and Continual improvement. Options A (Guiding principles) and E (Governance) are correct. Option B (Service desk) is a function or practice, not a component. Option C (Service portfolio) is an output of practices. Option D (ITIL maturity model) is not a component.

Answer

Service desk

Answer

Service portfolio

Answer

ITIL maturity model

Question 7

An IT organization wants to improve first-contact resolution (FCR) rates. According to ITIL 4, which practice is most directly associated with this metric?

Accepted Answer

Service Desk. First-contact resolution is a key performance indicator for the service desk, reflecting its ability to resolve issues on the first interaction.

Answer

Problem Management

Answer

Service Level Management

Answer

Incident Management

Question 8

Which of the following is a key metric for the Service Desk practice?

Accepted Answer

First Call Resolution (FCR) rate. First Call Resolution (FCR) rate is a key metric for the Service Desk practice, measuring how often issues are resolved on the first contact. SLA compliance is associated with Service Level Management, MTTR with Incident Management, and percentage of changes implemented successfully with Change Enablement. Option B is correct.

Answer

Percentage of changes implemented successfully

Answer

Service level agreement (SLA) compliance

Answer

Mean Time to Restore Service (MTTR)

Question 9

An organization is reviewing its IT service management practices. They find that the same recurring incident is being logged multiple times without investigation. Which practice should address this to prevent recurrence?

Accepted Answer

Problem Management. Problem Management is responsible for identifying the root cause of incidents and preventing recurrence. Option C (Problem Management) is correct. Incident Management focuses on restoring service, not preventing recurrence. Service Desk logs incidents. Change Enablement manages changes.

Answer

Change Enablement

Answer

Incident Management

Answer

Service Desk

Question 10

During a major incident, a temporary workaround is implemented to restore service. Which ITIL 4 practice is responsible for documenting this workaround and managing it until a permanent solution is available?

Accepted Answer

Problem Management. Problem Management includes the error control phase, which manages known errors and workarounds. Incident Management resolves incidents but does not formally manage workarounds for known errors. Change Enablement and Service Level Management are not responsible for workarounds.

Answer

Service Level Management

Answer

Change Enablement

Answer

Incident Management

Question 11

An organization wants to improve the user experience for password reset requests. Currently, users call the service desk for each password reset, resulting in high call volume. According to ITIL 4, which practice should be applied to streamline this process?

Accepted Answer

Service Request Management, by offering a self-service password reset option through the service catalogue. Password resets are typically pre-approved, routine requests best handled as service requests via self-service. Option D is correct. Option A (Incident Management) is for unplanned disruptions; Option B (Problem Management) is for finding root causes; Option C (Change Enablement) is for managing changes.

Answer

Incident Management, because password reset is a disruption

Answer

Problem Management, to find the root cause of forgotten passwords

Answer

Change Enablement, because resetting a password changes the user account

Question 12

Which of the following scenarios BEST illustrates the difference between an incident and a service request?

Accepted Answer

A user requests a password reset (service request) and later reports that the email system is down (incident). Ly illustrates the difference: a password reset is a pre-approved, routine service request, while an email system outage is an unplanned incident that disrupts service. Option A incorrectly reverses the categories (system crash is an incident, not a service request; software upgrade is typically a request, not an incident). Option C labels both as the wrong type (new laptop is a service request, printer jam is an incident). Option D classifies both as incidents, but database access is a service request.

Answer

A user reports a system crash (service request) and requests a software upgrade (incident)

Answer

A user requests a new laptop (incident) and reports a printer jam (service request)

Answer

A user requests access to a database (incident) and reports a network outage (incident)

Question 13

A service provider is designing a new service. According to ITIL 4, why is it important to consider all four dimensions?

Accepted Answer

To avoid unbalanced service management that may lead to failure. Neglecting any dimension can lead to service quality issues or failure.

Answer

To ensure the service is delivered as quickly as possible

Answer

To meet regulatory requirements only

Answer

To reduce the cost of service delivery

Question 14

An IT team is investigating recurring network outages. They identify the root cause as a faulty switch and record the issue as a known error with a workaround. Which ITIL 4 practice is being applied?

Accepted Answer

Problem Management. Problem Management includes three phases: problem identification, problem control (root cause analysis), and error control (known errors, workarounds). The scenario describes error control, which is part of Problem Management. Incident Management focuses on restoring service quickly, not root cause analysis. Service Desk handles user communication and initial support, not deep investigation. Supplier Management deals with vendor relationships, not internal root cause analysis. Therefore, option C (Problem Management) is correct.

Answer

Supplier Management

Answer

Service Desk

Answer

Incident Management

Question 15

What is the PRIMARY purpose of the 'Plan' value chain activity in the ITIL 4 service value chain?

Accepted Answer

To ensure a shared understanding of the vision, current status, and improvement direction. The 'Plan' activity ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and products/services. The other options are purposes of other value chain activities: 'Improve' ensures continual improvement, 'Engage' manages stakeholder relationships, and 'Deliver and Support' ensures service delivery and support.

Answer

To ensure services are delivered and supported according to agreed levels

Answer

To ensure continual improvement of products, services, and practices

Answer

To ensure stakeholder engagement and understanding of the organization's needs