ITIL4F Practice Test 2 — 30 Questions

Question 1

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 structured framework that includes the service value chain and guiding principles as core components. The service value chain (C) is a set of interconnected activities that an organization performs to deliver value, while guiding principles (E) are universal recommendations that guide decision-making. Both are explicitly defined as components of the SVS in the ITIL 4 Foundation syllabus.

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Service desk

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Configuration management

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Service level agreements

Question 2

A service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST according to ITIL 4?

Accepted Answer

Log an incident and attempt to restore service. According to ITIL 4, the first priority when a service is unavailable is to restore normal service operation as quickly as possible. The service desk analyst must log an incident (a record of an unplanned interruption) and attempt to restore the CRM system access, which aligns with the incident management practice. This immediate action minimizes business impact, whereas root cause analysis or changes come later.

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Raise a problem record to investigate the root cause

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Submit a change request to modify the CRM system

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Inform the line manager of the issue

Question 3

Which TWO statements about the 'Start where you are' guiding principle are CORRECT?

Accepted Answer

It involves assessing the current state before making changes. The 'Start where you are' guiding principle emphasizes assessing the current state of services, processes, and technologies before making improvements. This ensures that existing investments, capabilities, and data are understood, avoiding unnecessary rework and leveraging what already works.

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It suggests ignoring previous investments to avoid bias

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It recommends copying best practices from other organisations

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It requires starting from scratch for every new initiative

Question 4

Which THREE of the following are purposes of the 'Design and Transition' value chain activity?

Accepted Answer

To ensure that services and products are designed with appropriate architecture and technology. The 'Design and Transition' value chain activity ensures that services and products are designed with appropriate architecture and technology, aligning with stakeholder requirements for quality, costs, and time to market. This includes defining technical specifications, selecting suitable technologies, and ensuring the design supports operational needs.

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To ensure a shared understanding of the current status and improvement direction

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To ensure the continual improvement of products and services

Question 5

A service has been designed with excellent functionality but lacks sufficient capacity to handle peak demand. Which dimension is most likely being neglected?

Accepted Answer

Information and Technology. The Information and Technology dimension covers the actual IT systems, applications, and infrastructure that deliver the service. Since the service has excellent functionality but insufficient capacity to handle peak demand, the technology components (e.g., servers, network bandwidth, database throughput) are not scaled or configured to meet the required load. This neglect directly points to the Information and Technology dimension, as capacity management is a core technical concern within this dimension.

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Organizations and People

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Partners and Suppliers

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Value Streams and Processes

Question 6

Which THREE of the following are components of the ITIL 4 Service Value System (SVS)?

Accepted Answer

Service Value Chain. The Service Value Chain is a core component of the ITIL 4 Service Value System (SVS). It provides an operating model for the creation, delivery, and continual improvement of services through six key activities: plan, improve, engage, design & transition, obtain/build, and deliver & support.

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Service Portfolio

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ITIL Maturity Model

Question 7

Which TWO of the following are external factors according to PESTLE?

Accepted Answer

New technology trends. New technology trends (D) are an external factor in PESTLE analysis because they originate outside the organization, such as advancements in cloud computing, AI, or IoT, which can disrupt or enable service delivery. PESTLE explicitly categorizes technological factors as external environmental influences that the organization must monitor and adapt to, not control.

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Organisational culture

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Internal communication policies

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Staff training and skills

Question 8

Which TWO of the following are examples of outcomes that a service might enable for a consumer?

Accepted Answer

Improved customer satisfaction due to fewer errors. Improved customer satisfaction due to fewer errors is a measurable business outcome that a service enables for the consumer. In ITIL 4, an outcome is a result for a stakeholder enabled by one or more outputs, and this option directly reflects a positive change in business performance, not just a technical output.

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The ability to process 100 transactions per second

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A mobile application for employee time tracking

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A weekly sales report generated by the system

Question 9

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

Accepted Answer

Warning. In the ITIL 4 Monitoring and Event Management practice, events are classified into three types: Informational, Warning, and Exception. 'Warning' (B) is a valid type indicating an event that is not normal but does not yet require immediate action, such as a threshold being approached. 'Informational' (D) is also valid, representing routine events like a successful backup completion or a status update.

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Error

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Critical

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Alert

Question 10

Which TWO of the following are characteristics of value co-creation in ITIL 4?

Accepted Answer

The consumer actively participates in the creation of value. ITIL 4 defines value co-creation as an active partnership where the consumer contributes resources, activities, or feedback to shape the service outcome. This contrasts with a one-way delivery model, emphasizing that value is not simply handed over but emerges from the consumer's involvement in the service relationship.

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Value co-creation eliminates all costs for the consumer

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The provider defines what value is

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Value is delivered by the provider to the consumer

Question 11

A change request to upgrade an application is classified as 'normal'. What is the correct sequence of activities for this type of change?

Accepted Answer

Request, assess, authorize, plan, implement, review. ITIL 4 defines the normal change sequence as: request, assess, authorize, plan, implement, and review. This ensures that all normal changes are properly evaluated for risk and impact before authorization, then planned and implemented, followed by a review to confirm success and capture lessons learned.

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Request, implement, review, close

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Plan, authorize, implement, review, close

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Assess, authorize, implement, close

Question 12

An organization is considering outsourcing its IT support. Which dimension is primarily concerned with managing this relationship?

Accepted Answer

Partners and Suppliers. The Partners and Suppliers dimension focuses on the relationships an organization has with external entities that provide services or support. When outsourcing IT support, the primary concern is managing the contract, performance, and collaboration with the external service provider, which falls directly under this dimension.

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Organizations and People

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Information and Technology

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Value Streams and Processes

Question 13

Which TWO of the following are examples of utility in ITIL 4?

Accepted Answer

The system supports automated billing. Utility in ITIL 4 refers to the functionality offered by a product or service to meet a specific user need. Option C is correct because automated billing directly fulfills a business requirement by performing a specific function, which is the essence of utility. Option D is correct because report generation is a functional capability that enables users to achieve a desired outcome.

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The system processes transactions within 2 seconds

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The system is available 99.9% of the time

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The system is secure and compliant

Question 14

Which TWO of the following are part of the 'Organisations and People' dimension?

Accepted Answer

Roles and skills. The 'Organisations and People' dimension of ITIL 4 focuses on the roles, responsibilities, authority structures, and the culture and behaviour of people within the organization. Option B (Roles and skills) is correct because defining clear roles and ensuring the necessary skills are available is fundamental to this dimension. Option E (Culture and behaviour) is correct because the shared values, attitudes, and behaviours of people directly influence how work is performed and how services are managed.

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Contracts and agreements

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Data and information

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Tools and technology

Question 15

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

Accepted Answer

Supply chain disruptions. Neglecting the Partners and Suppliers dimension directly exposes the organization to supply chain disruptions because dependencies on external vendors for critical components or services are not managed. Without proper governance and contracts, a supplier's failure to deliver can halt IT operations, as seen in scenarios where a single-source provider for cloud infrastructure or hardware experiences an outage.

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Better service quality

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Improved agility

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Increased innovation

Question 16

A user requests a new laptop because their current one is slow. The request is for a standard configuration. How should this be handled?

Accepted Answer

As a service request. A request for a standard configuration item, such as a new laptop with a standard configuration, is a service request because it is pre-approved and follows a defined procedure. Option B is correct. Option A (change request) is incorrect because a change request is required for deviations from standard or for changes that may need approval, not for standard requests. Option C (incident) is incorrect because an incident is an unplanned interruption or reduction in quality of an IT service. Option D (problem) is incorrect because a problem is the cause of one or more incidents.

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As a change request

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As an incident

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As a problem

Question 17

Which TWO of the following are types of changes in ITIL 4 Change Enablement?

Accepted Answer

Emergency change. In ITIL 4 Change Enablement, changes are categorized into three types: standard, emergency, and normal. Option A (Emergency change) is correct because it refers to a change that must be implemented as soon as possible, often to resolve a major incident or security vulnerability, and follows a specific expedited process with minimized authorization steps. Option B (Standard change) is correct as it is a pre-authorized, low-risk change that follows a defined procedure, such as a routine patch deployment or password reset.

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Incident

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Problem

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Service request

Question 18

Which TWO of the following are ITIL 4 guiding principles?

Accepted Answer

Focus on value. The correct principles are 'Focus on value' and 'Optimise and automate'. 'Plan and implement' and 'Measure and improve' are not ITIL guiding principles.

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Measure and improve

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Manage and govern

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Plan and implement

Question 19

Which TWO of the following are key metrics for the Service Desk practice?

Accepted Answer

First Call Resolution (FCR). First Call Resolution (FCR) is a key metric for the Service Desk practice because it measures the percentage of incidents resolved during the first interaction with the user, without the need for escalation or follow-up. A high FCR directly indicates the efficiency and effectiveness of the Service Desk in resolving issues promptly, reducing user downtime and operational costs. This metric is critical for assessing the quality of first-level support and the knowledge base's adequacy.

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Mean Time Between Failures (MTBF)

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Recovery Time Objective (RTO)

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Mean Time to Restore Service (MTTR)

Question 20

An organisation uses a chatbot to handle common IT service requests. Which dimension does this primarily relate to?

Accepted Answer

Information and Technology. The chatbot is a specific technology tool that handles IT service requests, directly aligning with the 'Information and Technology' dimension. This dimension covers the technology architecture, applications, and data used to deliver and manage services. The chatbot represents an application or software component that processes and automates service interactions, making it a clear fit for this dimension.

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Organisations and People

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Value Streams and Processes

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Partners and Suppliers