ITIL4F Practice Test 21 — 15 Questions

Question 1

A service desk analyst resolves a user's password reset request. According to ITIL 4, what type of record should be closed?

Accepted Answer

Service request. Password resets are pre-approved, routine requests, so they are service requests.

Answer

Problem record

Answer

Incident record

Answer

Change request

Question 2

An organization has an SLA that specifies a response time of 4 hours for priority 2 incidents. The IT team also has an OLA with the network team to resolve network-related incidents within 2 hours. According to ITIL 4, what is the relationship between the SLA and the OLA?

Accepted Answer

The OLA supports the SLA by ensuring internal teams meet their commitments.. An OLA supports the SLA by defining internal targets that help meet the SLA.

Answer

The OLA is a contract with an external supplier, while the SLA is with internal customers.

Answer

The OLA and SLA are independent and have no relationship.

Answer

The SLA is more important than the OLA, so the OLA can be ignored if needed.

Question 3

Which of the following is a key activity in the Change Enablement practice?

Accepted Answer

Assessing and authorizing changes. Change Enablement practice includes key activities such as assessing and authorizing changes. Option B (Restoring service after an incident) is an activity of Incident Management. Option C (Conducting root cause analysis) belongs to Problem Management. Option D (Monitoring service desk performance) is related to Service Desk or Continual Improvement. Therefore, only option A is correct.

Answer

Restoring service after an incident

Answer

Conducting root cause analysis

Answer

Monitoring service desk performance

Question 4

What is the PRIMARY purpose of the Problem Management practice?

Accepted Answer

To eliminate or reduce the impact of incidents by identifying root causes. Problem management aims to identify the root causes of incidents and prevent recurrence or reduce impact. Restoring service is the purpose of incident management.

Answer

To restore normal service operation as quickly as possible

Answer

To handle service requests from users efficiently

Answer

To manage the lifecycle of all IT assets

Question 5

An organization monitors IT systems and detects an event indicating that a disk is 80% full. According to ITIL 4, what type of event is this?

Accepted Answer

Warning event. Events are categorized as informational, warning, or exception. A disk at 80% capacity is a warning that may require attention, not yet an exception. Option B is correct. Option A (informational) is for routine notifications. Option C (exception) is for abnormal conditions. Option D (error) is not a standard event category.

Answer

Informational event

Answer

Exception event

Answer

Error event

Question 6

Which ITIL 4 practice ensures that services deliver the agreed level of availability to meet customer needs?

Accepted Answer

Availability Management. Availability Management is responsible for ensuring that services are available as agreed.

Answer

IT Asset Management

Answer

Service Level Management

Answer

Capacity and Performance Management

Question 7

What is the purpose of a Service Level Agreement (SLA)?

Accepted Answer

To document agreed service targets between the service provider and the customer. A Service Level Agreement (SLA) is a documented agreement between a service provider and a customer that defines the level of service expected, including agreed service targets. Option A is incorrect because listing all services is more typical of a service catalog. Option B is incorrect because it describes an Operational Level Agreement (OLA), which defines internal support targets between IT teams. Option D is incorrect because it describes an Underpinning Contract (UC), which defines terms and conditions with external suppliers.

Answer

To list all services provided by the service desk

Answer

To define the internal support targets between IT teams

Answer

To define the terms and conditions with external suppliers

Question 8

A user requests a new laptop as part of the onboarding process. According to ITIL 4, how should this be classified?

Accepted Answer

As a service request, because it is a standard, pre-approved request. Service requests are predefined, pre-approved, and follow a standard process, unlike incidents which are unplanned.

Answer

As a problem, because it may cause future issues

Answer

As a change request, because it involves hardware

Answer

As an incident, because it requires IT action

Question 9

A user requests a new laptop for a new employee. According to ITIL 4, how should this request be classified?

Accepted Answer

Service request, because it is a pre-defined and pre-approved request. New laptop provisioning is a standard, pre-approved request, thus a service request.

Answer

Problem, because it may indicate a recurring issue

Answer

Incident, because the user has a need

Answer

Change request, because it involves procuring hardware

Question 10

Which ITIL 4 practice involves the 7-step improvement model?

Accepted Answer

Continual Improvement. The Continual Improvement practice uses the 7-step improvement model.

Answer

Incident Management

Answer

Problem Management

Answer

Change Enablement

Question 11

A user contacts the service desk to request a new laptop because their current one is outdated. According to ITIL 4, what type of record should be raised?

Accepted Answer

Service request. A request for a new laptop is a pre-approved, standard request that follows a defined procedure, making it a service request. Option C is correct. Option A is incorrect because a problem record is used to investigate the root cause of one or more incidents, not to fulfill a routine request. Option B is incorrect because a change request is for altering existing services, not for providing standard items. Option D is incorrect because an incident record is for unplanned interruptions or reductions in service quality, not for fulfilling a standard request.

Answer

Problem record

Answer

Change request

Answer

Incident record

Question 12

What is the PRIMARY purpose of the Incident Management practice according to ITIL 4?

Accepted Answer

To restore normal service operation as quickly as possible. Incident Management aims to restore normal service operation as quickly as possible and minimize adverse impact on business operations. Option C is correct.

Answer

To identify the root cause of incidents

Answer

To automate the resolution of known errors

Answer

To analyze trends in reported incidents

Question 13

An IT department is considering replacing a critical server. According to ITIL 4, which type of change should be used if the replacement involves a new, untested model and requires a full risk assessment?

Accepted Answer

Normal change. A normal change is a change that is not pre-approved (like standard changes) and not urgent (like emergency changes). It requires a full risk assessment and authorization by a change authority before implementation. Therefore, for a replacement involving a new, untested model, a normal change is appropriate. Option A (Standard change) is pre-approved and low risk, not suitable for untested models. Option B (Service request) is for predefined service requests, not changes. Option D (Emergency change) is for urgent situations that cannot wait for normal authorization, which does not apply here.

Answer

Standard change

Answer

Service request

Answer

Emergency change

Question 14

During a project to migrate an application to the cloud, the team realizes they have not defined the roles and responsibilities for managing the cloud service. Which dimension of ITIL 4 has been neglected?

Accepted Answer

Organisations and People. Organisations and People covers roles, responsibilities, culture, and communication. Neglecting this dimension leads to confusion about who does what. Option A is correct.

Answer

Partners and Suppliers

Answer

Value Streams and Processes

Answer

Information and Technology

Question 15

An IT service provider offers a cloud-based accounting application. The provider guarantees 99.9% uptime and includes disaster recovery. According to ITIL 4, these guarantees relate to which concept?

Accepted Answer

Warranty. Warranty is the assurance that a service will meet agreed conditions such as availability, capacity, continuity, and security. Uptime guarantees and disaster recovery are warranty aspects.

Answer

Utility

Answer

Outcome

Answer

Output