ITIL4F Practice Test 27 — 15 Questions

Question 1

An organization has implemented a change to update the firewall rules. The change was pre-authorized and followed a predefined procedure. What type of change is this?

Accepted Answer

Standard change. In ITIL 4, a standard change is a pre-approved, low-risk change that follows a defined procedure. Option A is correct. Option B (normal change) requires authorization through the change advisory board. Option C (emergency change) is for urgent issues. Option D (service request) is for routine service requests, not changes.

Answer

Normal change

Answer

Service request

Answer

Emergency change

Question 2

Which THREE of the following are examples of external factors that can affect the four dimensions?

Accepted Answer

Technological advancements. Technological advancements are external factors because they originate outside the organization and can disrupt or enable IT service management. For example, the emergence of cloud computing, AI, or IoT forces organizations to adapt their service design, architecture, and delivery methods. These changes are not controlled internally and thus fall under the PESTLE (Political, Economic, Social, Technological, Legal, Environmental) external factor category.

Answer

Organizational culture

Answer

Employee satisfaction

Question 3

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

Accepted Answer

Service value chain. 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 Service Value Chain is a core operating model within the SVS that outlines six key activities (Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support) to respond to demand and facilitate value creation. The Guiding Principles are also a fundamental component of the SVS, providing universal recommendations to guide an organization in its service management practices.

Answer

Service portfolio

Answer

Service desk

Answer

Service level management

Question 4

Which of the following BEST describes the difference between an incident and a service request?

Accepted Answer

Incidents are unplanned disruptions; service requests are routine, pre-approved requests. The ITIL 4 definition clearly distinguishes incidents as unplanned interruptions or reductions in service quality, while service requests are pre-defined, standardized, and pre-approved requests from users for information, advice, or access. This aligns with the ITIL 4 Foundation syllabus, which separates the two based on the nature of the trigger—unplanned vs. planned—not on resolution time, workaround necessity, or assignment team.

Answer

Incidents require a workaround; service requests do not

Answer

Incidents are always resolved within 24 hours; service requests have no time limit

Answer

Incidents are handled by the service desk; service requests are handled by change enablement

Question 5

Which THREE of the following are activities in the ITIL 4 service value chain?

Accepted Answer

Improve. 'Improve' is one of the six core activities defined in the ITIL 4 service value chain. This activity focuses on continual improvement of products, services, and practices across the entire value chain, ensuring alignment with changing business needs and stakeholder feedback.

Answer

Monitor

Answer

Operate

Question 6

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

Accepted Answer

Guiding Principles. The ITIL 4 Service Value System (SVS) explicitly includes the Guiding Principles as one of its five core components. The Guiding Principles are universal recommendations that guide an organization in all its work, such as 'Focus on Value' and 'Start Where You Are', and they are a mandatory element of the SVS framework.

Answer

Service Level Agreements

Answer

Configuration Management Database

Question 7

What is the PRIMARY purpose of Monitoring and Event Management in ITIL 4?

Accepted Answer

To detect and respond to events that occur in the IT infrastructure. The primary purpose of Monitoring and Event Management in ITIL 4 is to systematically observe IT infrastructure components and services, detect any change of state (an event), and trigger appropriate responses. This practice ensures that both normal operational events (e.g., a scheduled backup completion) and exceptions (e.g., a server CPU threshold breach) are captured and acted upon, forming the foundation for proactive service management.

Answer

To manage service requests from users

Answer

To manage the lifecycle of all problems

Answer

To restore normal service operation as quickly as possible

Question 8

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

Accepted Answer

Service Value Chain. The SVS includes: Guiding Principles, Governance, Service Value Chain, Practices, and Continual Improvement. Service Catalogue and Known Error Database are not components.

Answer

Service Catalogue

Answer

Known Error Database

Answer

Configuration Baseline

Question 9

Drag and drop the steps of the incident management process into the correct order.

Accepted Answer

Identification & Logging, then Categorization & Prioritization, then Investigation, then Resolution, then Closure.. Incident management begins with identification and logging, followed by categorization and prioritization, investigation, resolution, and closure.

Answer

Identification & Logging, then Investigation, then Categorization & Prioritization, then Resolution, then Closure.

Answer

Categorization & Prioritization, then Identification & Logging, then Investigation, then Resolution, then Closure.

Answer

Identification & Logging, then Categorization & Prioritization, then Resolution, then Investigation, then Closure.

Question 10

Which THREE of the following are activities of the ITIL Service Value Chain?

Accepted Answer

Improve. (Improve) is correct because the ITIL Service Value Chain defines six core activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, and Deliver & Support. 'Improve' is the activity responsible for continual improvement of products, services, and practices across the entire value chain, ensuring alignment with changing business needs.

Answer

Audit

Answer

Monitor and control

Question 11

Drag and drop the steps of the capacity and performance management process into the correct order.

Accepted Answer

Plan, Monitor, Analyze, Forecast, then Implement improvements. Capacity management starts with planning, then monitoring, analyzing, forecasting, and implementing improvements.

Answer

Plan, Monitor, Forecast, Analyze, then Implement improvements

Answer

Monitor, Plan, Analyze, Forecast, then Implement improvements

Answer

Plan, Analyze, Monitor, Forecast, then Implement improvements

Question 12

Which TWO of the following are consequences of neglecting the 'Partners and Suppliers' dimension?

Accepted Answer

Inadequate supplier performance. Neglecting the 'Partners and Suppliers' dimension directly impacts the management of external relationships. Inadequate supplier performance (D) is a direct consequence because without proper governance, performance metrics, and defined service levels, suppliers are unlikely to meet agreed-upon targets, leading to service degradation.

Answer

Lack of employee training

Answer

Data security breaches

Answer

Incompatible technology standards

Question 13

Which component of the ITIL 4 Service Value System ensures that the organization is continually guided by a set of recommendations that can be applied in any situation?

Accepted Answer

Guiding principles. The guiding principles are universal and enduring recommendations that guide an organization in all circumstances.

Answer

Service value chain

Answer

Governance

Answer

Practices

Question 14

A service provider is designing a new cloud storage service. The service is fast and secure, but it does not have a backup system. Which aspect of service is missing?

Accepted Answer

Warranty. Warranty covers availability, capacity, continuity, and security. A backup system is part of continuity (warranty). Utility is about functionality.

Answer

Output

Answer

Outcome

Answer

Utility

Question 15

An organization repeatedly faces incidents from a recurring network issue. The team decides to investigate the root cause. Which practice is being performed?

Accepted Answer

Problem management. Problem management aims to find root causes of incidents and prevent recurrence.

Answer

Continual improvement

Answer

Change management

Answer

Incident management