ITIL4F Practice Test 24 — 15 Questions

Question 1

Which THREE of the following are purposes or activities of the Problem Management practice?

Accepted Answer

Identify the root cause of incidents. Problem Management includes problem identification, root cause analysis, and known error management. Options A, B, and C are correct. Option D is Change Enablement; Option E is Incident Management.

Answer

Assess and authorize changes to resolve known errors

Answer

Restore normal service operation as quickly as possible

Question 2

Which TWO statements about the relationship between IT Asset Management and Service Configuration Management are correct?

Accepted Answer

Configuration management provides information about relationships between assets. Configuration management provides information about relationships between CIs, which helps understand dependencies. Option D is correct: Configuration management provides the CMDB that includes details of IT assets (CIs). Option A is incorrect because configuration management maintains the configuration baseline, not asset management. Option B is incorrect because not all assets are CIs and not all CIs are assets; they are separate but overlapping concepts. Option E is incorrect because asset management focuses on the entire lifecycle of assets, not just CIs.

Answer

Asset management maintains the configuration baseline

Answer

All assets are considered CIs, and all CIs are assets

Answer

Asset management focuses on the lifecycle of CIs

Question 3

Which THREE of the following are key activities of the Continual Improvement practice?

Accepted Answer

Defining improvement initiatives based on stakeholder feedback. The key activities of the Continual Improvement practice include defining improvement initiatives based on stakeholder feedback (A), maintaining an improvement register (C), and applying the ITIL continual improvement model (D). Option B (negotiating and agreeing service level targets) is a key activity of Service Level Management, not Continual Improvement. Option E (monitoring and responding to events) belongs to Monitoring and Event Management. Therefore, the correct answers are A, C, and D.

Answer

Negotiating and agreeing service level targets

Answer

Monitoring and responding to events

Question 4

Match each ITIL 4 term related to incidents and problems.

Accepted Answer

Incident: Unplanned interruption or reduction in quality of an IT service.. The correct matches are: Incident (unplanned interruption/reduction), Problem (root cause of incidents), Workaround (temporary solution), Known Error (problem with documented root cause and workaround). Common confusions include swapping Incident and Problem definitions.

Answer

Incident: A cause of one or more incidents.

Answer

Problem: Unplanned interruption of service.

Question 5

Which TWO of the following are characteristics of a service request compared to an incident?

Accepted Answer

They are typically low-risk. Service requests are pre-approved and typically follow a standard fulfillment process, while incidents are unplanned disruptions.

Answer

They require root cause analysis

Answer

They cause unplanned service interruption

Answer

They are always urgent

Question 6

Which role in ITIL 4 is responsible for defining requirements and for the approval of service outcomes?

Accepted Answer

Customer. The customer defines requirements and approves outcomes. The user uses the service, the sponsor authorizes budget, and the provider delivers the service.

Answer

User

Answer

Sponsor

Answer

Service provider

Question 7

Match each ITIL 4 practice to its primary purpose.

Accepted Answer

Incident Management: To restore normal service operation as quickly as possible and minimize adverse impact on business operations.. The correct matches are: Incident Management restores service after incidents; Problem Management identifies root causes; Change Enablement controls changes; and Service Request Management handles user requests. Common confusions involve swapping Incident and Problem Management or mistaking Change Enablement for Incident Management.

Answer

Incident Management: To reduce the likelihood and impact of incidents by identifying actual and potential causes and managing workarounds and known errors.

Answer

Change Enablement: To restore normal service operation as quickly as possible and minimize adverse impact on business operations.

Question 8

Which THREE of the following are characteristics of a service request?

Accepted Answer

Low risk. Service requests are characterized by being predefined, pre-approved, and low risk. Therefore, options B (Low risk), C (Pre-approved), and E (Predefined and standardized) are correct. Option A (Unplanned) is incorrect because service requests follow a standardized, predefined process and are not unplanned. Option D (Require approval from the Change Advisory Board) is incorrect because service requests are pre-approved and do not require CAB approval; that is typical for normal changes.

Answer

Unplanned

Answer

Require approval from the Change Advisory Board

Question 9

Which component of the ITIL 4 Service Value System provides direction and oversight to ensure that activities are aligned with organizational objectives?

Accepted Answer

Governance. Governance is the component responsible for evaluating, directing, and monitoring the organization's activities.

Answer

Guiding principles

Answer

Service value chain

Answer

Continual improvement

Question 10

A service desk receives multiple calls about a recurring network issue. According to ITIL 4, what is the FIRST step the team should take?

Accepted Answer

Log each call as an incident. Incidents should be logged immediately to restore service; problem management is initiated later to find the root cause.

Answer

Raise a problem record

Answer

Create a service request

Answer

Submit a change request

Question 11

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST?

Accepted Answer

Log an incident to restore the service. According to ITIL 4, restoring service as quickly as possible is the priority for incidents. Logging an incident is the first step. Root cause analysis comes later under Problem Management.

Answer

Raise a problem record to find the root cause

Answer

Submit a change request to fix the system

Answer

Create a service request for user access

Question 12

An IT 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 record with all relevant details. The first step in Incident Management is to log the incident. All details should be captured before proceeding with triage or escalation.

Answer

Implement a known workaround from the known error database

Answer

Perform a root cause analysis

Answer

Escalate the issue to the problem management team

Question 13

Which THREE of the following are activities of the Problem Management practice?

Accepted Answer

Problem identification. Problem Management includes problem identification, root cause analysis (problem control), and managing known errors (error control). Monitoring services is part of Monitoring and Event Management. Managing changes is part of Change Enablement.

Answer

Managing changes

Answer

Monitoring services for events

Question 14

Which TWO of the following are correct statements about value co-creation according to ITIL 4?

Accepted Answer

The provider contributes resources such as infrastructure and expertise.. Value is co-created through active participation of both provider and consumer. Providers contribute resources, while consumers contribute their own resources and needs. Value is not solely created by the provider, nor is it always monetary.

Answer

Value is created solely by the service provider and delivered to the consumer.

Answer

Value is always monetary.

Answer

Value co-creation only occurs in formal contracts.

Question 15

Which THREE are key metrics for the Service Desk practice?

Accepted Answer

First Contact Resolution (FCR). Key service desk metrics include First Contact Resolution (FCR), Customer Satisfaction Score (CSAT), and average time to resolve incidents (which relates to Mean Time to Resolve). MTBF is an availability metric. Number of problems is a problem management metric.

Answer

Number of problems recorded

Answer

Mean Time Between Failures (MTBF)