ITIL4F Practice Exam 2 — 20 Questions

Question 1

Which THREE of the following describe how the ITIL guiding principle 'Start where you are' should be applied?

Accepted Answer

Understand what can be reused from existing practices. The 'Start where you are' guiding principle emphasizes leveraging existing investments and capabilities rather than discarding them. It directs organizations to assess current services, processes, and tools to identify what can be reused or improved, avoiding unnecessary rework and reducing risk.

Answer

Start from scratch to avoid bias from previous decisions

Answer

Focus on the desired future state rather than current limitations

Question 2

Which THREE of the following are examples of risks that can be transferred or removed by using a service?

Accepted Answer

Hardware failure. Hardware failure is a risk that can be transferred to a service provider through a service contract. When using a cloud or managed service, the provider assumes responsibility for maintaining and replacing hardware, thus removing this risk from the customer. This is a core benefit of Infrastructure as a Service (IaaS) models.

Answer

Employee training on how to use the service

Answer

Data loss due to user mistake

Question 3

Which ITIL 4 practice is responsible for managing the lifecycle of IT assets from acquisition to disposal?

Accepted Answer

IT Asset Management. IT Asset Management manages the lifecycle of IT assets, including financial aspects. Option A is correct. Service Configuration Management manages configuration items and their relationships. Change Enablement handles changes. Supplier Management manages suppliers.

Answer

Supplier Management

Answer

Change Enablement

Answer

Service Configuration Management

Question 4

A service provider offers a payroll service that calculates employee salaries and generates payslips. The service is delivered according to a schedule and meets all compliance requirements. Which statement BEST distinguishes utility from warranty in this context?

Accepted Answer

Utility is the calculation and payslip generation; warranty is the delivery on schedule and compliance.. Ly distinguishes utility from warranty: utility is the functionality offered by the service (calculating salaries and generating payslips), while warranty is the assurance that the service will meet agreed conditions (delivery on schedule and compliance). In ITIL 4, utility is 'fit for purpose' (what the service does), and warranty is 'fit for use' (how it is delivered reliably).

Answer

Utility refers to the cost of the service; warranty refers to its availability.

Answer

Utility is the on-time delivery; warranty is the calculation of salaries.

Answer

Utility and warranty are both focused on the functionality of the service.

Question 5

Which ITIL 4 practice is primarily concerned with identifying the root cause of incidents?

Accepted Answer

Problem Management. Problem Management is the ITIL 4 practice focused on identifying the root cause of incidents to prevent recurrence. While Incident Management restores normal service operation, Problem Management conducts root cause analysis (RCA) to eliminate underlying defects, aligning with the ITIL 4 Service Value System's objective of continual improvement.

Answer

Incident Management

Answer

Change Enablement

Answer

Service Request Management

Question 6

A software development team frequently deploys minor bug fixes that have been pre-authorized. According to ITIL 4, what type of change is this?

Accepted Answer

Standard change. C is correct because a standard change in ITIL 4 is a pre-authorized, low-risk, and frequently repeated change that follows a defined procedure. Deploying minor bug fixes that have been pre-authorized fits this definition, as the change is already approved and can be implemented without additional authorization.

Answer

Normal change

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Service request

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Emergency change

Question 7

An organization wants to improve first-level resolution rates. Which practice should they focus on?

Accepted Answer

Service Desk. Improving first-level resolution rates is a primary objective of the Service Desk practice in ITIL 4. The Service Desk captures demand for incident resolution and service requests, and its capability directly influences first-contact resolution rates. Option A is correct. Option B (Problem Management) focuses on identifying root causes of incidents to prevent recurrence, not on immediate resolution rates. Option C (Service Level Management) deals with setting and monitoring service level targets, not operational resolution activities. Option D (Incident Management) manages the lifecycle of incidents but does not directly own first-level resolution; that responsibility lies with the Service Desk practice.

Answer

Problem Management

Answer

Service Level Management

Answer

Incident Management

Question 8

Which TWO of the following are examples of 'warranty' aspects of a service?

Accepted Answer

The service can handle 10,000 concurrent users. Warranty in ITIL 4 refers to the assurance that a service will meet its agreed-upon performance and capacity requirements. The ability to handle 10,000 concurrent users is a measurable capacity guarantee, ensuring the service can support the expected workload without degradation, which is a core warranty aspect.

Answer

The service includes a user-friendly interface

Answer

The service provides a search function

Answer

The service returns search results in under 1 second

Question 9

An organization wants to adopt cloud services to reduce infrastructure costs. Which dimension is most directly affected by this decision?

Accepted Answer

Information and Technology. The decision to adopt cloud services directly impacts the Information and Technology dimension because it involves changes to the underlying technology architecture, such as moving from on-premises servers to virtualized cloud instances, altering network configurations, and redefining data storage and security controls. This dimension specifically covers the technology components (hardware, software, networks, and data) that are being transformed by the cloud adoption.

Answer

Value Streams and Processes

Answer

Organizations and People

Answer

Partners and Suppliers

Question 10

Which of the following is an example of value co-creation?

Accepted Answer

A consumer using a cloud service and then providing feedback that leads to service improvements. Value co-creation in ITIL 4 requires active participation from both the service provider and the consumer to jointly realize value. In option A, the consumer uses the cloud service and provides feedback, which the provider uses to make improvements—this is a direct example of collaboration that enhances the service's utility and warranty, aligning with the ITIL 4 guiding principle of 'Focus on Value'.

Answer

A provider unilaterally setting service levels

Answer

A consumer paying for a service without using it

Answer

A provider installing a server without the consumer's input

Question 11

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

Accepted Answer

Service value chain. The ITIL 4 Service Value System (SVS) is a structured framework that includes the service value chain and guiding principles as core components. The service value chain (C) is a set of interconnected activities that an organization performs to deliver value, while guiding principles (E) are universal recommendations that guide decision-making. Both are explicitly defined as components of the SVS in the ITIL 4 Foundation syllabus.

Answer

Service desk

Answer

Configuration management

Answer

Service level agreements

Question 12

A service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST according to ITIL 4?

Accepted Answer

Log an incident and attempt to restore service. According to ITIL 4, the first priority when a service is unavailable is to restore normal service operation as quickly as possible. The service desk analyst must log an incident (a record of an unplanned interruption) and attempt to restore the CRM system access, which aligns with the incident management practice. This immediate action minimizes business impact, whereas root cause analysis or changes come later.

Answer

Raise a problem record to investigate the root cause

Answer

Submit a change request to modify the CRM system

Answer

Inform the line manager of the issue

Question 13

Which TWO statements about the 'Start where you are' guiding principle are CORRECT?

Accepted Answer

It involves assessing the current state before making changes. The 'Start where you are' guiding principle emphasizes assessing the current state of services, processes, and technologies before making improvements. This ensures that existing investments, capabilities, and data are understood, avoiding unnecessary rework and leveraging what already works.

Answer

It suggests ignoring previous investments to avoid bias

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It recommends copying best practices from other organisations

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It requires starting from scratch for every new initiative

Question 14

Which THREE of the following are purposes of the 'Design and Transition' value chain activity?

Accepted Answer

To ensure that services and products are designed with appropriate architecture and technology. The 'Design and Transition' value chain activity ensures that services and products are designed with appropriate architecture and technology, aligning with stakeholder requirements for quality, costs, and time to market. This includes defining technical specifications, selecting suitable technologies, and ensuring the design supports operational needs.

Answer

To ensure a shared understanding of the current status and improvement direction

Answer

To ensure the continual improvement of products and services

Question 15

A service has been designed with excellent functionality but lacks sufficient capacity to handle peak demand. Which dimension is most likely being neglected?

Accepted Answer

Information and Technology. The Information and Technology dimension covers the actual IT systems, applications, and infrastructure that deliver the service. Since the service has excellent functionality but insufficient capacity to handle peak demand, the technology components (e.g., servers, network bandwidth, database throughput) are not scaled or configured to meet the required load. This neglect directly points to the Information and Technology dimension, as capacity management is a core technical concern within this dimension.

Answer

Organizations and People

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Partners and Suppliers

Answer

Value Streams and Processes

Question 16

Which THREE of the following are components of the ITIL 4 Service Value System (SVS)?

Accepted Answer

Service Value Chain. The Service Value Chain is a core component of the ITIL 4 Service Value System (SVS). It provides an operating model for the creation, delivery, and continual improvement of services through six key activities: plan, improve, engage, design & transition, obtain/build, and deliver & support.

Answer

Service Portfolio

Answer

ITIL Maturity Model

Question 17

Which TWO of the following are external factors according to PESTLE?

Accepted Answer

New technology trends. New technology trends (D) are an external factor in PESTLE analysis because they originate outside the organization, such as advancements in cloud computing, AI, or IoT, which can disrupt or enable service delivery. PESTLE explicitly categorizes technological factors as external environmental influences that the organization must monitor and adapt to, not control.

Answer

Organisational culture

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Internal communication policies

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Staff training and skills

Question 18

Which TWO of the following are examples of outcomes that a service might enable for a consumer?

Accepted Answer

Improved customer satisfaction due to fewer errors. Improved customer satisfaction due to fewer errors is a measurable business outcome that a service enables for the consumer. In ITIL 4, an outcome is a result for a stakeholder enabled by one or more outputs, and this option directly reflects a positive change in business performance, not just a technical output.

Answer

The ability to process 100 transactions per second

Answer

A mobile application for employee time tracking

Answer

A weekly sales report generated by the system

Question 19

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

Accepted Answer

Warning. In the ITIL 4 Monitoring and Event Management practice, events are classified into three types: Informational, Warning, and Exception. 'Warning' (B) is a valid type indicating an event that is not normal but does not yet require immediate action, such as a threshold being approached. 'Informational' (D) is also valid, representing routine events like a successful backup completion or a status update.

Answer

Error

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Critical

Answer

Alert

Question 20

Which TWO of the following are characteristics of value co-creation in ITIL 4?

Accepted Answer

The consumer actively participates in the creation of value. ITIL 4 defines value co-creation as an active partnership where the consumer contributes resources, activities, or feedback to shape the service outcome. This contrasts with a one-way delivery model, emphasizing that value is not simply handed over but emerges from the consumer's involvement in the service relationship.

Answer

Value co-creation eliminates all costs for the consumer

Answer

The provider defines what value is

Answer

Value is delivered by the provider to the consumer