ITIL4F Practice Test 22 — 15 Questions

Question 1

A change request to replace a server is categorized as a 'standard change'. What does this mean?

Accepted Answer

The change is low-risk and follows a predefined, approved procedure. A standard change in ITIL is a pre-approved, low-risk change that follows a predefined procedure. Therefore, option D is correct. Option A is incorrect because even standard changes require documentation; they are pre-approved but still require recording. Option B is incorrect because standard changes do not require CAB authorization; they are pre-authorized. Option C describes an emergency change, which is implemented urgently due to incidents.

Answer

The change does not require any documentation or assessment

Answer

The change requires authorization from the Change Advisory Board (CAB)

Answer

The change must be implemented as soon as possible due to a critical incident

Question 2

An event indicating that a server's disk usage has reached 85% is detected. According to ITIL 4, what type of event is this?

Accepted Answer

Warning. In ITIL 4, events are categorized as informational, warning, or exception. A warning event indicates a potential problem, such as disk usage reaching 85%. Therefore, Option B is correct. Option A (Exception) is for events that indicate a breach of a threshold or actual failure, such as disk full. Option C (Alert) is not a formal ITIL event category. Option D (Informational) is for routine operations, not potential problems.

Answer

Exception

Answer

Alert

Answer

Informational

Question 3

An organization wants to improve its incident resolution time. According to the ITIL Continual Improvement Model, what is the FIRST step?

Accepted Answer

Define the vision and direction. The first step is to define the vision and direction for improvement, including aligning with business objectives.

Answer

Create an improvement register

Answer

Identify current and desired states

Answer

Define measurable targets

Question 4

An organisation's IT service desk is receiving a high volume of calls about users being unable to log in to the payroll system following a scheduled maintenance window. According to ITIL 4, what type of record should be raised FIRST?

Accepted Answer

An incident record, as users are experiencing an unplanned service interruption. An incident is defined as an unplanned interruption to a service or a reduction in its quality. Since users cannot log in after the maintenance window, this is an unplanned service interruption, and ITIL 4 dictates that an incident record should be raised first to restore normal service operation as quickly as possible.

Answer

A service request, to fulfil the users' need to access the payroll system

Answer

A problem record, to investigate the root cause of the login failure

Answer

A change request, to reverse the changes made during the maintenance window

Question 5

Which type of change is typically pre-approved and follows a predefined procedure?

Accepted Answer

Standard change. Standard changes are low-risk, pre-approved, and have a defined procedure. Normal changes require approval via change advisory board; emergency changes require urgent approval.

Answer

Service request

Answer

Normal change

Answer

Emergency change

Question 6

Which TWO of the following are examples of internal factors considered in the Four Dimensions model?

Accepted Answer

Employee skills. Employee skills are an internal factor within the 'Organizations and People' dimension of the Four Dimensions model. This dimension focuses on the roles, competencies, and culture of the people inside the organization, which directly influence how services are managed and delivered.

Answer

Political regulations

Answer

Technological advancements

Answer

Environmental factors

Question 7

Which TWO are components of the ITIL 4 Continual Improvement Model?

Accepted Answer

Where are we now?. The ITIL 4 Continual Improvement Model consists of seven steps: What is the vision?, Where are we now?, Where do we want to be?, How do we get there?, Take action, Did we get there?, and How do we keep the momentum going? The two correct components from the options are B ("Where are we now?") and E ("How do we get there?"). Options A, C, and D are not steps in the model.

Answer

Define improvement objectives

Answer

How do we keep momentum?

Answer

Plan the improvement

Question 8

In ITIL 4, which practice involves managing the lifecycle of configuration items (CIs) and maintaining a configuration management database (CMDB)?

Accepted Answer

Service Configuration Management. Service Configuration Management is responsible for managing CIs and the CMDB, including configuration baselines.

Answer

Deployment Management

Answer

IT Asset Management

Answer

Change Enablement

Question 9

What is the main difference between a standard change and a normal change?

Accepted Answer

A standard change is pre-approved and follows a defined procedure, while a normal change requires approval from a change authority. Standard changes are pre-approved and follow a defined procedure, making them low risk and routine. Normal changes, on the other hand, require approval from a change authority (such as a CAB) because they are not pre-approved and may involve higher risk. Option A is incorrect because standard changes can be scheduled; Option B is incorrect because standard changes are not only for emergencies; Option D is incorrect because standard changes have a defined procedure.

Answer

A standard change cannot be scheduled, while a normal change can be scheduled

Answer

A standard change is only used for emergency fixes, while a normal change is for planned improvements

Answer

A standard change has no defined procedure, while a normal change has a defined procedure

Question 10

Which practice ensures that the IT service provider has sufficient resources to meet current and future demands?

Accepted Answer

Capacity and Performance Management. Capacity and Performance Management ensures services meet agreed performance and demand requirements.

Answer

Service Configuration Management

Answer

Availability Management

Answer

IT Asset Management

Question 11

Which practice ensures that the performance of a service is measured and analyzed to meet current and future demand?

Accepted Answer

Capacity and Performance Management. Capacity and Performance Management ensures that services meet agreed and expected performance levels to satisfy current and future demand. Option C is correct because it directly focuses on measuring and analyzing service performance. Option A (IT Asset Management) manages the lifecycle of assets, not performance. Option B (Availability Management) focuses on ensuring services are available when required, not specifically on performance measurement and analysis. Option D (Service Configuration Management) maintains information about configuration items, not performance.

Answer

IT Asset Management

Answer

Availability Management

Answer

Service Configuration Management

Question 12

Which statement correctly distinguishes between a service request and an incident?

Accepted Answer

Service requests are for pre-approved, routine services; incidents are unplanned interruptions. Service requests are for pre-defined, pre-approved services (standard changes or information requests), while incidents are unplanned interruptions or reductions in service quality.

Answer

Service requests are managed by Problem Management, while incidents are managed by Incident Management

Answer

Service requests are always urgent, while incidents have varying priority

Answer

Service requests are always initiated by the service desk, while incidents are initiated by users

Question 13

Which ITIL practice is responsible for negotiating and agreeing on service level targets?

Accepted Answer

Service Level Management. Service Level Management is responsible for negotiating, agreeing, and monitoring service level targets. Option D is correct. Option A (Supplier Management) deals with suppliers and contracts. Option B (Capacity and Performance Management) ensures services meet capacity demands. Option C (Availability Management) ensures services are available as agreed.

Answer

Supplier Management

Answer

Capacity and Performance Management

Answer

Availability Management

Question 14

Which of the following is a key activity in the Problem Management practice?

Accepted Answer

Documenting known errors and workarounds in the Known Error Database. Problem Management includes error control, which involves documenting known errors and workarounds in the Known Error Database (KEDB). Therefore, option D is correct. Option A pertains to Change Enablement. Option B is a Service Request. Option C describes Incident Management.

Answer

Authorizing and scheduling emergency changes

Answer

Fulfilling a password reset request from a user

Answer

Restoring service as quickly as possible using a workaround

Question 15

Which practice uses the ITIL Continual Improvement Model (7 steps)?

Accepted Answer

Continual Improvement. Continual Improvement practice uses the 7-step model to drive improvements.

Answer

Service Desk

Answer

Incident Management

Answer

Change Enablement