ITIL4F Practice Test 25 — 15 Questions

Question 1

Which TWO of the following are key activities of the Change Enablement practice?

Accepted Answer

Assessing and authorizing changes. The Change Enablement practice focuses on managing changes in a controlled manner. Key activities include assessing and authorizing changes (Option B) to ensure they are viable and safe, and reviewing and closing changes after implementation (Option E) to capture lessons learned. Option A (Restoring service after an outage) belongs to Incident Management. Option C (Identifying workarounds for incidents) is also part of Incident Management. Option D (Negotiating service level agreements) relates to Service Level Management.

Answer

Restoring service after an outage

Answer

Identifying workarounds for incidents

Answer

Negotiating service level agreements

Question 2

Which TWO of the following are types of change in ITIL 4?

Accepted Answer

Normal change. The three change types are standard, normal, and emergency.

Answer

Urgent change

Answer

Routine change

Answer

Planned change

Question 3

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

Accepted Answer

Guiding principles. The SVS includes guiding principles, governance, service value chain, practices, and continual improvement.

Answer

Service catalogue

Answer

Service desk

Answer

Configuration management database

Question 4

Which THREE are types of changes in Change Enablement?

Accepted Answer

Normal. ITIL 4 defines three change types: Normal (assessed and authorized via change advisory board), Emergency (urgent, expedited), and Standard (pre-approved, low risk). Options A, C, and D are correct. Option B (Urgent) is not an official type; Emergency is. Option E (Minor) is not a separate type.

Answer

Urgent

Answer

Minor

Question 5

Which THREE actions are part of Supplier Management?

Accepted Answer

Managing supplier contracts. Supplier management includes evaluating and selecting suppliers, managing contracts, and monitoring performance. Options C, D, and E are core activities. Option A (setting SLA targets for internal teams) belongs to Service Level Management, not Supplier Management. Option B (providing training to supplier staff) is not a typical supplier management activity; training is usually the supplier's own responsibility.

Answer

Setting SLA targets for internal teams

Answer

Providing training to supplier staff

Question 6

Which TWO of the following are characteristics of a Standard Change?

Accepted Answer

Low risk and well-understood. Standard changes are pre-approved, low risk, follow a defined procedure, and do not require individual approval each time. Options B (low risk and well-understood) and E (pre-approved by change authority) correctly describe standard changes. Options A (urgent implementation) describes emergency changes; Option C (requires individual approval each time) describes normal changes; Option D (requires a CAB meeting) is typically for normal or emergency changes, not standard changes.

Answer

Requires urgent implementation

Answer

Requires individual approval each time

Answer

Requires a change advisory board (CAB) meeting

Question 7

Which TWO statements correctly describe the difference between Incident Management and Problem Management?

Accepted Answer

Problem Management includes the use of workarounds from known errors.. Incident Management focuses on restoring service; Problem Management focuses on finding root causes. Problem Management may use workarounds from known errors.

Answer

Problem Management is part of the Service Desk.

Answer

Incident Management is reactive; Problem Management is always proactive.

Answer

Incident Management is only for major incidents.

Question 8

Which TWO are key activities of Capacity and Performance Management?

Accepted Answer

Forecasting future demand for services. Capacity and Performance Management focuses on ensuring that services meet agreed capacity and performance targets. Key activities include monitoring current service performance (Option E) to identify trends and issues, and forecasting future demand (Option C) to plan for capacity needs. Option A (defining service level targets) is part of Service Level Management. Option B (managing IT service desk staffing levels) is part of the Service Desk practice. Option D (managing service availability) is part of Availability Management.

Answer

Defining service level targets

Answer

Managing the IT service desk staffing levels

Answer

Managing service availability

Question 9

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

Accepted Answer

Guiding principles. The SVS includes guiding principles, governance, service value chain, practices, and continual improvement.

Answer

ITIL maturity model

Answer

Service catalogue

Question 10

Which THREE are examples of unplanned downtime that Availability Management seeks to minimize?

Accepted Answer

Hardware failure. Availability management focuses on minimizing unplanned downtime. Option B (hardware failure), Option C (cyberattack causing service disruption), and Option E (software bug causing service outage) are all examples of unplanned downtime. Options A (scheduled maintenance) and D (planned upgrade of a server) are planned downtime and therefore not the focus of availability management.

Answer

Scheduled maintenance

Answer

Planned upgrade of a server

Question 11

Which THREE of the following are elements of the Service Value System (SVS)? (Choose three)

Accepted Answer

Guiding Principles. SVS includes Guiding Principles, Governance, Service Value Chain, Practices, and Continual Improvement.

Answer

Service Level Agreements

Answer

Configuration Management Database

Question 12

An IT organization is adopting ITIL 4 and wants to ensure all aspects of service management are covered. They are currently focusing on defining roles, responsibilities, and decision-making authority. Which dimension are they addressing?

Accepted Answer

Organizations and people. The 'Organizations and people' dimension of ITIL 4 focuses on roles, responsibilities, decision-making authority, culture, and the structure of teams. By defining who does what and who has the authority to make decisions, the organization ensures that service management activities are properly governed and executed. This dimension directly addresses the human and structural aspects of service management, which is exactly what the question describes.

Answer

Partners and suppliers

Answer

Information and technology

Answer

Value streams and processes

Question 13

Which TWO of the following are key metrics used by a service desk?

Accepted Answer

Customer Satisfaction (CSAT). Customer Satisfaction (CSAT) is a key metric for a service desk because it directly measures the user's perception of the quality and effectiveness of the support they received. ITIL 4 defines CSAT as a critical indicator of service value and customer experience, often collected via post-interaction surveys. First Contact Resolution (FCR) is equally vital as it tracks the percentage of incidents resolved during the first interaction, reducing downtime and operational costs.

Answer

Mean Time Between Failures (MTBF)

Answer

Return on Investment (ROI)

Answer

Capacity Utilization

Question 14

A service desk team notices that many incidents are related to password issues. They decide to implement a self-service password reset tool. Which ITIL guiding principle is being applied?

Accepted Answer

Optimise and automate. Implementing a self-service password reset tool automates a repetitive manual process (password reset requests), which directly aligns with the ITIL guiding principle 'Optimise and automate'. The team is not just making the process simpler; they are replacing human intervention with technology to reduce incident volume and improve efficiency.

Answer

Collaborate and promote visibility

Answer

Keep it simple and practical

Answer

Progress iteratively with feedback

Question 15

A company is implementing a new CRM system. They have selected the software and designed the workflows, but they have not yet defined the roles and responsibilities for using the system. Which dimension is being neglected?

Accepted Answer

Organisations and People. The question states that the software and workflows are already designed, but roles and responsibilities have not been defined. This directly addresses the 'Organisations and People' dimension, which covers roles, responsibilities, skills, and culture needed to operate the service. Neglecting this dimension means users will not know who performs which tasks, leading to confusion and operational failure despite having the right technology and processes.

Answer

Partners and Suppliers

Answer

Value Streams and Processes

Answer

Information and Technology