ITIL4F Practice Exam 3 — 20 Questions

Question 1

A change request to upgrade an application is classified as 'normal'. What is the correct sequence of activities for this type of change?

Accepted Answer

Request, assess, authorize, plan, implement, review. ITIL 4 defines the normal change sequence as: request, assess, authorize, plan, implement, and review. This ensures that all normal changes are properly evaluated for risk and impact before authorization, then planned and implemented, followed by a review to confirm success and capture lessons learned.

Answer

Request, implement, review, close

Answer

Plan, authorize, implement, review, close

Answer

Assess, authorize, implement, close

Question 2

An organization is considering outsourcing its IT support. Which dimension is primarily concerned with managing this relationship?

Accepted Answer

Partners and Suppliers. The Partners and Suppliers dimension focuses on the relationships an organization has with external entities that provide services or support. When outsourcing IT support, the primary concern is managing the contract, performance, and collaboration with the external service provider, which falls directly under this dimension.

Answer

Organizations and People

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Information and Technology

Answer

Value Streams and Processes

Question 3

Which TWO of the following are examples of utility in ITIL 4?

Accepted Answer

The system supports automated billing. Utility in ITIL 4 refers to the functionality offered by a product or service to meet a specific user need. Option C is correct because automated billing directly fulfills a business requirement by performing a specific function, which is the essence of utility. Option D is correct because report generation is a functional capability that enables users to achieve a desired outcome.

Answer

The system processes transactions within 2 seconds

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The system is available 99.9% of the time

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The system is secure and compliant

Question 4

Which TWO of the following are part of the 'Organisations and People' dimension?

Accepted Answer

Roles and skills. The 'Organisations and People' dimension of ITIL 4 focuses on the roles, responsibilities, authority structures, and the culture and behaviour of people within the organization. Option B (Roles and skills) is correct because defining clear roles and ensuring the necessary skills are available is fundamental to this dimension. Option E (Culture and behaviour) is correct because the shared values, attitudes, and behaviours of people directly influence how work is performed and how services are managed.

Answer

Contracts and agreements

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Data and information

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Tools and technology

Question 5

Which TWO of the following are potential consequences of neglecting the Partners and Suppliers dimension?

Accepted Answer

Supply chain disruptions. Neglecting the Partners and Suppliers dimension directly exposes the organization to supply chain disruptions because dependencies on external vendors for critical components or services are not managed. Without proper governance and contracts, a supplier's failure to deliver can halt IT operations, as seen in scenarios where a single-source provider for cloud infrastructure or hardware experiences an outage.

Answer

Better service quality

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Improved agility

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Increased innovation

Question 6

A user requests a new laptop because their current one is slow. The request is for a standard configuration. How should this be handled?

Accepted Answer

As a service request. A request for a standard configuration item, such as a new laptop with a standard configuration, is a service request because it is pre-approved and follows a defined procedure. Option B is correct. Option A (change request) is incorrect because a change request is required for deviations from standard or for changes that may need approval, not for standard requests. Option C (incident) is incorrect because an incident is an unplanned interruption or reduction in quality of an IT service. Option D (problem) is incorrect because a problem is the cause of one or more incidents.

Answer

As a change request

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As an incident

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As a problem

Question 7

Which TWO of the following are types of changes in ITIL 4 Change Enablement?

Accepted Answer

Emergency change. In ITIL 4 Change Enablement, changes are categorized into three types: standard, emergency, and normal. Option A (Emergency change) is correct because it refers to a change that must be implemented as soon as possible, often to resolve a major incident or security vulnerability, and follows a specific expedited process with minimized authorization steps. Option B (Standard change) is correct as it is a pre-authorized, low-risk change that follows a defined procedure, such as a routine patch deployment or password reset.

Answer

Incident

Answer

Problem

Answer

Service request

Question 8

Which TWO of the following are ITIL 4 guiding principles?

Accepted Answer

Focus on value. The correct principles are 'Focus on value' and 'Optimise and automate'. 'Plan and implement' and 'Measure and improve' are not ITIL guiding principles.

Answer

Measure and improve

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Manage and govern

Answer

Plan and implement

Question 9

Which TWO of the following are key metrics for the Service Desk practice?

Accepted Answer

First Call Resolution (FCR). First Call Resolution (FCR) is a key metric for the Service Desk practice because it measures the percentage of incidents resolved during the first interaction with the user, without the need for escalation or follow-up. A high FCR directly indicates the efficiency and effectiveness of the Service Desk in resolving issues promptly, reducing user downtime and operational costs. This metric is critical for assessing the quality of first-level support and the knowledge base's adequacy.

Answer

Mean Time Between Failures (MTBF)

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Recovery Time Objective (RTO)

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Mean Time to Restore Service (MTTR)

Question 10

An organisation uses a chatbot to handle common IT service requests. Which dimension does this primarily relate to?

Accepted Answer

Information and Technology. The chatbot is a specific technology tool that handles IT service requests, directly aligning with the 'Information and Technology' dimension. This dimension covers the technology architecture, applications, and data used to deliver and manage services. The chatbot represents an application or software component that processes and automates service interactions, making it a clear fit for this dimension.

Answer

Organisations and People

Answer

Value Streams and Processes

Answer

Partners and Suppliers

Question 11

An organization is considering adopting a cloud-based CRM system to replace its on-premise solution. According to ITIL 4, which of the following is a risk that is transferred from the consumer to the service provider?

Accepted Answer

The risk of hardware failure in the data center. When using a cloud service, the provider typically takes on risks like hardware failures, so the consumer no longer bears that risk.

Answer

The risk of non-compliance with industry regulations

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The risk of data loss due to user error

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The risk of reduced employee productivity during migration

Question 12

What is the PRIMARY purpose of the Incident Management practice?

Accepted Answer

Restore normal service operation as quickly as possible. Incident management aims to restore normal service operation as quickly as possible and minimize business impact.

Answer

Evaluate and authorize changes

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Find the root cause of incidents

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Fulfil service requests

Question 13

A major incident has occurred. After restoring service, the team wants to update the Known Error Database (KEDB) with the workaround. Which practice is primarily responsible for this?

Accepted Answer

Problem Management. Problem Management is responsible for managing the lifecycle of all problems, including updating the Known Error Database (KEDB) with workarounds. After a major incident is resolved, the workaround is documented in the KEDB by Problem Management to prevent future incidents and enable faster resolution. This aligns with ITIL 4's definition of Problem Management as the practice that identifies, analyzes, and documents known errors and workarounds.

Answer

Service Desk

Answer

Change Enablement

Answer

Incident Management

Question 14

What is the purpose of the 'shift-left' strategy in a service desk?

Accepted Answer

To resolve more incidents at the first point of contact without escalation. Shift-left strategy in a service desk aims to resolve incidents at the earliest possible point, typically the first point of contact (e.g., service desk agent or self-service portal), thereby minimizing escalations. The correct answer is B because it directly captures this purpose: resolving more incidents at the first point of contact without escalation. Option A describes self-service, which is a method of shift-left but not its overall purpose. Option C is related to availability management, and option D is about automation, which are not the primary purpose of shift-left.

Answer

To enable users to resolve issues themselves via a portal

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To increase system availability by reducing downtime

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To automate incident resolution using artificial intelligence

Question 15

A service provider has a process that takes an average of 2 hours per request, but the customer expects a response within 1 hour. According to ITIL 4, this is a gap in:

Accepted Answer

Warranty. A is correct because warranty in ITIL 4 refers to the assurance that a service will meet agreed-upon conditions, such as availability, capacity, continuity, and — critically — response time. The process taking 2 hours per request while the customer expects a 1-hour response represents a failure to meet the defined warranty level for timeliness. This is not a utility issue (which concerns functionality) but a warranty gap in performance assurance.

Answer

Value

Answer

Outcome

Answer

Utility

Question 16

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

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

Outcomes

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Value Streams

Question 17

An organization wants to implement a new CRM system. According to ITIL 4, which type of change would this typically be considered?

Accepted Answer

Normal change. New system implementations are significant and require approval, typically via a normal change.

Answer

Emergency change

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Standard change

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Service request

Question 18

Which of the following is the correct distinction between Incident Management and Problem Management?

Accepted Answer

Incident Management restores service; Problem Management finds root causes. Incident Management focuses on restoring service as quickly as possible, while Problem Management focuses on identifying root causes to prevent recurrence. Option A is correct. Option B is incorrect because it reverses the roles. Option C is incorrect because Incident Management does not handle change requests; that is Change Enablement. Option D is incorrect because Problem Management can be both reactive and proactive, not always proactive.

Answer

Incident Management finds root causes; Problem Management restores service

Answer

Incident Management handles change requests; Problem Management manages incidents

Answer

Incident Management is reactive; Problem Management is always proactive

Question 19

Which TWO of the following statements about Service Desk and Incident Management are correct?

Accepted Answer

Incident Management may use workarounds to restore service quickly. The Service Desk is the single point of contact for incident reporting, making Option B correct. Incident Management focuses on restoring service quickly, often using workarounds, which makes Option A correct. Option C is false because finding root cause is the goal of Problem Management, not Incident Management. Option D is false because the Service Desk does not perform root cause analysis. Option E is false because service requests are not necessarily logged as incidents; they are handled by Service Request Management.

Answer

Incident Management focuses on finding the root cause of incidents

Answer

The Service Desk is responsible for root cause analysis

Answer

All service requests must be logged as incidents

Question 20

What is the primary focus of the Service Desk practice?

Accepted Answer

Providing a single point of contact for users. The Service Desk practice is defined in ITIL 4 as the entry point and single point of contact for users seeking support, reporting incidents, or requesting services. Its primary focus is on capturing, managing, and resolving user interactions, not on technical infrastructure monitoring or asset lifecycle management.

Answer

Monitoring and managing events

Answer

Ensuring services meet agreed capacity levels

Answer

Managing the lifecycle of all IT assets