ITIL4F Practice Test 28 — 15 Questions

Question 1

Which ITIL 4 practice involves managing the lifecycle of all IT assets, including financial and contractual components?

Accepted Answer

IT Asset Management. IT Asset Management covers the full lifecycle of assets, including financial and contractual aspects.

Answer

Service Configuration Management

Answer

Capacity and Performance Management

Answer

Supplier Management

Question 2

A change that is low risk, pre-approved, and follows a defined procedure is classified as which type of change?

Accepted Answer

Standard change. Standard changes are pre-approved, low risk, and follow a defined procedure. Option A is correct. Normal changes require authorization. Emergency changes are for urgent issues and require urgent authorization.

Answer

Service request

Answer

Normal change

Answer

Emergency change

Question 3

What is the PRIMARY purpose of the Incident Management practice?

Accepted Answer

To restore normal service operation as quickly as possible. Incident management aims to restore normal service operation as quickly as possible and minimize adverse impact.

Answer

To find the root cause of incidents

Answer

To monitor and manage events

Answer

To manage service requests

Question 4

Which of the following is an example of a standard change?

Accepted Answer

Resetting a user's password after they forget it. Standard changes are pre-approved, low-risk, and follow a defined procedure. Password resets are typical standard changes.

Answer

Implementing a new firewall to protect the network

Answer

Patenting a critical server vulnerability during business hours

Answer

Upgrading the entire email system to a new version

Question 5

Which of the following is a key activity of Service Level Management?

Accepted Answer

Negotiating and agreeing SLAs. Service Level Management involves negotiating, agreeing, and monitoring SLAs, as well as reporting on service performance.

Answer

Resolving incidents within agreed times

Answer

Installing new software

Answer

Managing supplier contracts

Question 6

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

Accepted Answer

Guiding principles. The ITIL 4 SVS includes guiding principles, governance, service value chain, practices, and continual improvement. Outputs and SLAs are not components of the SVS.

Answer

Service level agreements (SLAs)

Answer

Outputs

Answer

Service desk

Question 7

Which TWO of the following are types of events in Monitoring and Event Management?

Accepted Answer

Informational. The three types of events in Monitoring and Event Management are informational, warning, and exception. Options B (Informational) and D (Warning) are correct. Option A (Incident) refers to a separate ITIL practice, not an event type. Option C (Standard) is a type of change (standard change). Option E (Emergency) is also a type of change (emergency change).

Answer

Incident

Answer

Standard

Answer

Emergency

Question 8

Which TWO of the following are key activities of Problem Management?

Accepted Answer

Conducting root cause analysis. Problem management includes problem identification and root cause analysis (problem control). Restoring service is incident management, and managing changes is change enablement.

Answer

Authorizing changes to resolve incidents

Answer

Restoring normal service as quickly as possible

Answer

Managing service requests from users

Question 9

Which TWO activities are part of the problem identification phase of Problem Management?

Accepted Answer

Trend analysis of incident records. Problem identification involves proactively identifying potential problems. The correct activities are trend analysis of incident records (option B) and analyzing incident data for patterns (option D). These help detect recurring issues. Option A (organizing workarounds into known-error records) is part of error control, not identification. Option C (root cause analysis) is part of problem control. Option E (implementing a known error) is also error control.

Answer

Organizing workarounds into known-error records

Answer

Root cause analysis

Answer

Implementing a known error

Question 10

What is the difference between utility and warranty in ITIL 4?

Accepted Answer

Utility is about functionality; warranty is about assurance. In ITIL 4, utility is defined as 'fit for purpose' — the functionality provided by a service to meet a specific user need, such as enabling a task or achieving an outcome. Warranty is defined as 'fit for use' — the assurance that the service will perform as agreed, covering availability, capacity, continuity, and security. Option D correctly captures this distinction: utility is about what the service does (functionality), while warranty is about how it is delivered reliably (assurance).

Answer

Utility is about availability; warranty is about functionality

Answer

Utility is about cost; warranty is about value

Answer

Utility is about outputs; warranty is about outcomes

Question 11

A service provider is designing a new service. They have mapped out all activities and workflows but have not considered the skills required to operate the service. Which ITIL 4 dimension has been overlooked?

Accepted Answer

Organizations and People. The Organizations and People dimension covers roles, responsibilities, skills, and culture required to operate a service. By mapping activities and workflows without considering the necessary skills, the service provider has overlooked this dimension, which ensures that the human resources are competent to execute the processes effectively.

Answer

Value Streams and Processes

Answer

Partners and Suppliers

Answer

Information and Technology

Question 12

Which TWO ITIL guiding principles are most directly related to reducing waste and inefficiency?

Accepted Answer

Optimize and automate. (Optimize and automate) is correct because this principle directly targets the elimination of non-value-adding activities and manual toil, which are the primary sources of waste and inefficiency in IT service management. By first optimizing a process to ensure it is as efficient as possible, and then automating it, organizations reduce human error, speed up delivery, and cut operational overhead. Option D (Keep it simple and practical) is also correct because complexity itself generates waste—unnecessary steps, documentation, and handoffs—so simplifying processes directly reduces inefficiency and resource consumption.

Answer

Collaborate and promote visibility

Answer

Progress iteratively with feedback

Answer

Focus on value

Question 13

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

Accepted Answer

Step 1: Define availability requirements, Step 2: Design for availability, Step 3: Monitor availability, Step 4: Analyze availability, Step 5: Improve availability. Availability management begins with defining requirements, then designing, monitoring, analyzing, and improving.

Answer

Step 1: Design for availability, Step 2: Define availability requirements, Step 3: Monitor availability, Step 4: Analyze availability, Step 5: Improve availability

Answer

Step 1: Define availability requirements, Step 2: Monitor availability, Step 3: Design for availability, Step 4: Analyze availability, Step 5: Improve availability

Answer

Step 1: Define availability requirements, Step 2: Design for availability, Step 3: Analyze availability, Step 4: Monitor availability, Step 5: Improve availability

Question 14

An organisation has a mature change management process but fails to train its staff on new tools. According to ITIL 4, which dimension is being neglected?

Accepted Answer

Organisations and People. (Organisations and People) because the scenario describes a failure to train staff, which directly relates to the people aspect of the Four Dimensions. ITIL 4 emphasises that even with mature processes and technology, neglecting staff competencies and training undermines service management. The lack of training on new tools is a classic people dimension issue, not a process or technology gap.

Answer

Partners and Suppliers

Answer

Information and Technology

Answer

Value Streams and Processes

Question 15

Which ITIL 4 practice involves the detection, classification, and response to events?

Accepted Answer

Monitoring and Event Management. Monitoring and Event Management practice is responsible for detecting events, classifying them (informational, warning, exception), and responding appropriately.

Answer

Incident Management

Answer

Change Enablement

Answer

Problem Management