ITIL4F Practice Test 26 — 15 Questions

Question 1

Which THREE of the following are key activities of the Service Level Management practice?

Accepted Answer

Conducting service reviews with customers. Service Level Management includes negotiating and agreeing service level targets (option C), monitoring and reporting service performance against SLAs (option D), and conducting service reviews with customers (option B). These are key activities. Option A is incorrect because managing supplier contracts falls under Supplier Management. Option E is incorrect because resolving incidents at first contact is an activity of Incident Management, not Service Level Management.

Answer

Managing supplier contracts

Answer

Resolving incidents at first contact

Question 2

Drag and drop the steps of the change enablement process into the correct order.

Accepted Answer

Creation, Assessment and authorization, Planning, Implementation, Review. Change enablement begins with creation, then assessment and authorization, planning, implementation, and review.

Answer

Creation, Planning, Assessment and authorization, Implementation, Review

Answer

Assessment and authorization, Creation, Planning, Implementation, Review

Answer

Creation, Assessment and authorization, Implementation, Planning, Review

Question 3

Which THREE of the following are types of service relationships in ITIL 4?

Accepted Answer

Service Offering. Service Offering (B) is correct because in ITIL 4, a service offering describes one or more services designed to address the needs of a target consumer group, including goods, access to resources, and service actions. It is a core component of the service relationship model, which defines how value is co-created through service provision and service consumption.

Answer

Service Desk

Answer

Partners and Suppliers

Question 4

Which TWO of the following scenarios demonstrate the 'Collaborate and promote visibility' principle?

Accepted Answer

The service desk shares incident data with the development team to improve the product. Sharing incident data between the service desk and the development team directly embodies 'Collaborate and promote visibility' by breaking down silos and making information visible across functions. This collaboration enables the development team to identify root causes and improve the product, which is a core application of the principle in ITIL 4.

Answer

A team documents the current process before making changes

Answer

A team works in two-week sprints with a review at the end

Answer

A team automates repetitive tasks to free up time

Question 5

An organization has a pre-approved process for adding new users to a system. A manager requests access for a new employee. According to ITIL 4, how should this request be classified?

Accepted Answer

As a service request, because it is a predefined, pre-approved fulfillment. Per ITIL 4, a service request is a predefined, pre-approved, and standardized request for a service action, such as granting access to a system. The process for adding new users is already approved and documented, so the manager's request fits the definition of a service request, not a change or incident.

Answer

As a normal change, because it involves granting access

Answer

As an emergency change, to expedite the request

Answer

As an incident, because the new employee cannot access the system yet

Question 6

A company implements a new IT service that reduces the time employees spend on administrative tasks. According to ITIL 4, what does this represent?

Accepted Answer

Value co-creation. ITIL 4 defines value co-creation as the joint activities of a service provider and a service consumer that result in outcomes that are perceived as beneficial. By reducing the time employees spend on administrative tasks, the new IT service directly enables the consumer (the company and its employees) to achieve a desired outcome—greater productivity—which is the essence of value co-creation.

Answer

A warranty improvement

Answer

A risk reduction

Answer

An output of the service

Question 7

Which TWO of the following are part of the Service Value System in ITIL 4?

Accepted Answer

Guiding Principles. The ITIL 4 Service Value System (SVS) is a model representing how all components and activities of an organization work together to facilitate value creation. The Guiding Principles (Option B) are a core component of the SVS, providing universal recommendations to guide organizations in their service management activities. The Service Value Chain (Option D) is also a central element of the SVS, defining the key activities required to respond to demand and facilitate value creation through the creation and management of products and services.

Answer

Service Desk

Answer

Four Dimensions of Service Management

Answer

Service Portfolio

Question 8

Which of the following is a type of change that is pre-approved and follows a defined procedure?

Accepted Answer

Standard change. A standard change is a pre-approved change that follows a defined procedure, such as a low-risk, routine activity like applying a security patch or provisioning a new user account. ITIL 4 defines standard changes as having a documented, repeatable process that does not require additional authorization each time, making option A correct.

Answer

Service request

Answer

Normal change

Answer

Emergency change

Question 9

Which TWO of the following are ITIL 4 guiding principles?

Accepted Answer

Focus on value. 'Focus on value' is one of the seven ITIL 4 guiding principles, which states that all activities and processes should directly contribute to value creation for stakeholders. This principle ensures that every service management decision is aligned with business outcomes and customer needs, not just operational efficiency.

Answer

Service desk

Answer

Incident Management

Answer

Plan

Question 10

Which guiding principle emphasizes that services should be treated as complex systems where changes in one area can affect others?

Accepted Answer

Think and work holistically. The 'Think and work holistically' guiding principle is correct because it explicitly addresses the interconnected nature of services as complex systems. ITIL 4 states that a change in one service component (e.g., a database update) can have cascading effects on other components (e.g., application performance or user experience), requiring a systems-thinking approach to avoid unintended consequences.

Answer

Focus on value

Answer

Start where you are

Answer

Keep it simple and practical

Question 11

In ITIL 4, what is the definition of an 'outcome'?

Accepted Answer

A result for a stakeholder enabled by outputs. In ITIL 4, an 'outcome' is defined as a result for a stakeholder enabled by outputs. This distinguishes it from the outputs themselves (the tangible deliverables) by focusing on the value or effect that the service has for the stakeholder, such as increased productivity or reduced risk.

Answer

The functionality of a service

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A tangible deliverable of an activity

Answer

The assurance that a service will perform as agreed

Question 12

An organization develops a mobile app for customers to track deliveries. Customers can see real-time updates (utility) and the app is available 99.9% of the time (warranty). Which term describes the improved customer satisfaction from using the app?

Accepted Answer

Outcome. An outcome is the result of using a service, specifically the improved customer satisfaction or business value derived from the app's functionality and reliability. In ITIL 4, utility (the app's real-time tracking) and warranty (99.9% availability) enable the outcome, but the outcome itself is the positive change in the customer's state—here, enhanced satisfaction from successfully tracking deliveries.

Answer

Output

Answer

Warranty

Answer

Utility

Question 13

Which dimension of ITIL 4 focuses on culture, roles, and communication?

Accepted Answer

Organisations and People. The Organisations and People dimension of ITIL 4 focuses on the human aspects of service management, including culture, roles, responsibilities, and communication. This dimension ensures that the organizational structure and team dynamics support the delivery and improvement of IT services, aligning with the ITIL guiding principle of 'Collaborate and Promote Visibility'.

Answer

Information and Technology

Answer

Partners and Suppliers

Answer

Value Streams and Processes

Question 14

Which THREE of the following are consequences of neglecting the Partners and Suppliers dimension in service management?

Accepted Answer

Contractual disputes with vendors. Neglecting the Partners and Suppliers dimension can lead to contractual disputes with vendors because without proper governance, service level agreements (SLAs) and contractual terms may be ambiguous or unenforced. This results in disagreements over deliverables, penalties, and responsibilities, directly impacting service quality and compliance.

Answer

Data security breaches

Answer

Low staff morale

Question 15

What is the PRIMARY purpose of the ITIL 4 Service Value System (SVS)?

Accepted Answer

To enable value co-creation through service management. The ITIL 4 Service Value System (SVS) is designed to provide a holistic, flexible operating model that enables value co-creation through the integration of service management components. Its primary purpose is not to enforce compliance or manage specific assets, but to orchestrate activities and resources to deliver value to stakeholders in a consistent and agile manner.

Answer

To ensure compliance with regulations

Answer

To manage IT assets and configurations

Answer

To manage the cost of IT services