ITIL4F Practice Test 28 — 15 Questions

Question 1

The IT department is implementing a new cloud service. They involve representatives from finance, legal, and operations in the planning meetings. Which guiding principle is being applied?

Accepted Answer

Collaborate and promote visibility. Involving representatives from finance, legal, and operations in planning meetings directly applies the 'Collaborate and promote visibility' guiding principle. This principle emphasizes that cross-functional collaboration and transparent communication are essential for successful service management, especially when implementing a new cloud service that impacts multiple stakeholders. By including these diverse teams early, the IT department ensures that requirements, risks, and constraints are visible to all parties, reducing silos and enabling informed decision-making.

Answer

Focus on value

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Progress iteratively with feedback

Answer

Keep it simple and practical

Question 2

An organization wants to improve first-level resolution rate. Which practice is most directly involved?

Accepted Answer

Service Desk. The Service Desk practice is directly responsible for handling incidents and service requests at the first point of contact. Improving the first-level resolution rate means enabling service desk agents to resolve more issues without escalation, which is the core function of this practice.

Answer

Service Level Management

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Problem Management

Answer

Incident Management

Question 3

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

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Service request

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Emergency change

Question 4

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 5

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 6

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 7

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

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Data security breaches

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Incompatible technology standards

Question 8

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 9

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

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Outcome

Answer

Utility

Question 10

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

Question 11

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

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Capacity and Performance Management

Answer

Supplier Management

Question 12

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 13

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

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Managing service requests from users

Question 14

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

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Root cause analysis

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Implementing a known error

Question 15

Refer to the exhibit. The monthly report shows that the availability target was met but the response time target was not. What should the service provider do to improve response time?

Accepted Answer

Analyze the incident from March 15 to identify the root cause of slow transactions. The incident from March 15 is the only event where response time degraded (slow transactions), and analyzing its root cause is the proper ITIL problem management practice. Simply closing the incident (A) ignores the underlying issue, while adjusting targets (B, C) does not fix the actual performance problem. Root cause analysis (D) enables the service provider to identify and resolve the specific technical bottleneck, such as database contention or network latency, that caused the slow response.

Answer

Close the incident as it is resolved and focus on other issues

Answer

Increase the response time target to 99%

Answer

Adjust the availability target to 99.95%