ITIL4F Practice Test 27 — 15 Questions

Question 1

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.

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Creation, Planning, Assessment and authorization, Implementation, Review

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Assessment and authorization, Creation, Planning, Implementation, Review

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Creation, Assessment and authorization, Implementation, Planning, Review

Question 2

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.

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Service Desk

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Partners and Suppliers

Question 3

An organization wants to ensure that its IT services meet the agreed performance levels. Which practice is primarily responsible for negotiating and monitoring these targets?

Accepted Answer

Service Level Management. Service Level Management (SLM) is the ITIL practice responsible for negotiating, agreeing, and documenting service level targets (SLTs) in Service Level Agreements (SLAs), and then monitoring and reporting on actual performance against those targets. This ensures IT services consistently meet the agreed performance levels by establishing clear expectations and providing a framework for continuous improvement.

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Availability Management

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Supplier Management

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Capacity and Performance Management

Question 4

During a major incident, the IT team implements a temporary workaround to restore service. Later, a permanent fix is applied. Which ITIL 4 practice is primarily responsible for ensuring the permanent fix is identified and applied?

Accepted Answer

Problem Management. Problem Management is the ITIL 4 practice responsible for identifying the root cause of incidents and ensuring permanent fixes are developed and applied. In this scenario, the temporary workaround is an Incident Management action, but the permanent fix requires Problem Management to conduct root cause analysis (RCA) and coordinate the implementation of a known error resolution.

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Change Management

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Service Desk

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Incident Management

Question 5

A service desk analyst receives a call from a user requesting a new laptop because their current one is slow. According to ITIL 4, how should this request be classified?

Accepted Answer

Service request, because the user is asking for a new device, which is a standard request. According to ITIL 4, a service request is a formal request from a user for something to be provided – for example, a new laptop. This is a standard, pre-approved change that follows a defined procedure, not an unplanned interruption or a failure. The user is not reporting an incident (the laptop is slow but still operational) or a problem; they are asking for a new asset as part of normal service delivery.

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Incident, because the user is experiencing a slow laptop

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Change request, because a new laptop requires changes to the asset register

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Problem, because the slow performance may be a recurring issue

Question 6

A company is implementing a major change to its IT infrastructure. The change manager insists on reviewing the entire service value system to understand how the change will affect all components. Which guiding principle is being applied?

Accepted Answer

Think and work holistically. The change manager is reviewing the entire service value system (SVS) to understand how the change affects all components, which directly applies the 'Think and work holistically' guiding principle. This principle emphasizes considering the whole system—including all processes, technology, partners, and value streams—rather than focusing on isolated parts. By examining the SVS as a whole, the manager ensures that interdependencies and downstream impacts are identified before implementation.

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Collaborate and promote visibility

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Optimise and automate

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Focus on value

Question 7

What is the purpose of the Service Level Management practice?

Accepted Answer

To negotiate, agree, and monitor service level agreements (SLAs). The Service Level Management practice is specifically defined in ITIL 4 to negotiate, agree, and monitor service level agreements (SLAs). It ensures that service targets are documented, measured, and reviewed, aligning service delivery with business expectations. This practice directly manages the lifecycle of SLAs, including their creation, ongoing monitoring, and periodic review.

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To handle predefined, pre-approved requests from users

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To ensure that services meet current and future demand

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To ensure that services are available as agreed

Question 8

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.

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Focus on value

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Start where you are

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Keep it simple and practical

Question 9

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.

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The functionality of a service

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A tangible deliverable of an activity

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The assurance that a service will perform as agreed

Question 10

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.

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Output

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Warranty

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Utility

Question 11

A company hires a managed service provider to run its email system. Which cost is typically REMOVED from the consumer by using this service?

Accepted Answer

Cost of purchasing and maintaining email servers. When a company hires a managed service provider to run its email system, the provider takes over the operation of the email infrastructure, including the servers, storage, and networking components. This removes the capital expenditure (CapEx) and operational costs associated with purchasing, maintaining, patching, and upgrading email servers (e.g., Microsoft Exchange Server or a dedicated SMTP/IMAP server). The consumer no longer needs to procure hardware, manage RAID arrays, or handle server OS licensing for the email service.

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Salaries of internal IT staff not related to email

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Subscription fees to the provider

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Electricity costs for office computers

Question 12

When a company decides to outsource its IT support to a third party, which ITIL 4 dimension is primarily affected?

Accepted Answer

Partners and Suppliers. Outsourcing IT support directly involves engaging an external organization to deliver services, which is governed by the 'Partners and Suppliers' dimension. This dimension covers relationships with third parties, contracts, and supplier management, making it the primary dimension affected when a company decides to outsource.

Answer

Information and Technology

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Organisations and People

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Value Streams and Processes

Question 13

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.

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Data security breaches

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Low staff morale

Question 14

A company is redesigning its service desk processes. The team decides to first review existing procedures, metrics, and feedback before making changes. Which ITIL guiding principle is being applied?

Accepted Answer

Start where you are. The guiding principle 'Start where you are' (D) directs organizations to examine existing services, processes, metrics, and feedback before implementing changes. By reviewing current procedures and performance data first, the team avoids reinventing the wheel and builds on what already works, which is exactly what the scenario describes.

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Focus on value

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Progress iteratively with feedback

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Keep it simple and practical

Question 15

An IT manager is reviewing the processes for handling user requests for new software. The manager notices that the existing process is working well, so only minor adjustments are made. Which ITIL 4 guiding principle is being applied?

Accepted Answer

Start where you are. The IT manager is building upon the existing process rather than redesigning it from scratch, which directly aligns with the ITIL 4 guiding principle 'Start where you are.' This principle emphasizes that before making changes, you should first understand the current state and leverage what already works well, as demonstrated by the manager's decision to make only minor adjustments to a process that is already functioning effectively.

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Focus on value

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Optimize and automate

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Keep it simple and practical