ITIL4F Practice Test 31 — 15 Questions

Question 1

A user submits a request to reset their password. The service desk handles this by following a pre-approved standard procedure. According to ITIL 4, this is classified as:

Accepted Answer

A service request. A password reset is a standard, pre-approved request for a service action that does not involve a change to the service's risk profile or a deviation from normal operations. ITIL 4 defines a service request as a formal request from a user for something to be provided – for example, information, advice, or a standard change. Since the service desk follows a pre-approved procedure without requiring additional authorization, this fits the service request category exactly.

Answer

A change request

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An incident

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A problem

Question 2

Which THREE of the following are benefits of applying the ITIL guiding principles?

Accepted Answer

They enable effective and efficient service management. Option A is correct because the ITIL guiding principles (such as focus on value, start where you are, progress iteratively with feedback, collaborate and promote visibility, think and work holistically, keep it simple and practical, and optimize and automate) provide a universal, enduring framework that makes service management both effective (achieving intended outcomes) and efficient (using resources well). Option B is correct because principles like 'focus on value' and 'think and work holistically' explicitly direct all activities toward creating value for stakeholders, including customers, users, and the organization itself. Option C is correct because applying a shared set of guiding principles gives decision-makers across different teams and functions a common reference, which drives consistent, aligned decisions throughout the organization. Option D is incorrect because no set of principles can eliminate all risks; ITIL principles support risk-aware decision-making but do not remove uncertainty or guarantee risk elimination. Option E is incorrect because the principles aim to optimize value and resource use, not to guarantee cost reduction, which depends on many factors and is not an assured outcome of applying the principles.

Answer

They eliminate all risks in service management

Answer

They guarantee cost reduction in service delivery

Question 3

What is the PRIMARY purpose of the Service Desk practice?

Accepted Answer

To provide a single point of contact for users. The Service Desk provides a single point of contact for users to report issues, ask questions, and request services.

Answer

To manage the lifecycle of all incidents

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To monitor and manage IT services proactively

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To analyze root causes of incidents

Question 4

A service provider introduces a new service that allows customers to self-report issues. This results in a 30% reduction in call volume to the service desk and faster resolution times. According to ITIL 4, what is the outcome of this service?

Accepted Answer

The 30% reduction in call volume and faster resolution times. ITIL 4 defines an outcome as a result for a stakeholder enabled by one or more outputs. In this scenario, the 30% reduction in call volume and faster resolution times are the measurable, value-driven results experienced by the service provider and customers, directly enabled by the self-reporting feature (the output). The outcome is the business impact, not the feature itself or its adoption metrics.

Answer

The self-reporting feature itself

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The cost savings from reduced call volume

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The number of users who adopted the new feature

Question 5

A service provider is planning to implement a new IT service management tool. The project manager insists on a phased rollout with feedback after each phase. Which guiding principle is the project manager applying?

Accepted Answer

Progress iteratively with feedback. The project manager is applying the 'Progress iteratively with feedback' guiding principle by breaking the rollout into phases and incorporating feedback after each phase. This approach allows the service provider to validate each step, adjust based on real-world results, and reduce the risk of large-scale failure in the IT service management tool implementation.

Answer

Think and work holistically

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Start where you are

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Focus on value

Question 6

What type of change is pre-authorized and has a defined procedure?

Accepted Answer

Standard change. A standard change is pre-authorized by change management and follows a defined, low-risk procedure that does not require additional approval each time it is executed. This aligns with the ITIL 4 definition of a standard change as a change that is well-understood, fully documented, and can be implemented without a formal change advisory board (CAB) meeting.

Answer

Optional change

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Normal change

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Emergency change

Question 7

An organization wants to improve first-level resolution rate. Which practice should be primarily involved?

Accepted Answer

Service Desk. First-level resolution rate measures how many incidents are resolved at the first point of contact, which is the Service Desk's core responsibility. The Service Desk owns incident logging, initial diagnosis, and first-line resolution, so improving this metric is primarily a Service Desk practice concern.

Answer

Monitoring and Event Management

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Problem Management

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Service Level Management

Question 8

During a major incident, the IT team implements a workaround to restore service. Later, they discover the root cause and submit a permanent fix as an emergency change. Which ITIL 4 practices are primarily involved in this sequence?

Accepted Answer

Incident Management, Problem Management, and Change Enablement. The sequence involves Incident Management (restoring service via workaround), Problem Management (finding root cause and submitting permanent fix), and Change Enablement (emergency change to implement the fix). All three practices are involved.

Answer

Incident Management and Problem Management only

Answer

Problem Management and Change Enablement only

Answer

Incident Management and Change Enablement only

Question 9

Which TWO of the following are phases of Problem Management?

Accepted Answer

Problem Identification. Problem Identification is a core phase of Problem Management because it involves detecting and logging problems before they are analyzed. In ITIL 4, Problem Management consists of three phases: Problem Identification, Problem Control, and Error Control. Problem Identification ensures that problems are formally recognized, often through trend analysis of incidents or proactive monitoring, so that root causes can be addressed.

Answer

Incident Resolution

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Event Classification

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Service Desk

Question 10

An organization wants to improve its service desk's efficiency by resolving more issues at the first point of contact. Which concept does this describe?

Accepted Answer

Shift-left. Shift-left is the correct concept because it refers to moving problem resolution activities earlier in the service lifecycle, specifically to the first point of contact (e.g., service desk). By empowering the service desk with better tools, knowledge, and automation, more incidents can be resolved without escalation, directly improving efficiency and first-contact resolution rates.

Answer

Continual improvement

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Standard change

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Service level management

Question 11

Which ITIL 4 guiding principle states that you should not start from scratch without first understanding what already exists?

Accepted Answer

Start where you are. The 'Start where you are' guiding principle emphasizes leveraging existing services, processes, and capabilities rather than building new solutions from scratch. In ITIL 4, this means conducting a thorough assessment of current state (e.g., existing CMDB data, service desk metrics, or incident patterns) before designing improvements, ensuring that effort is not wasted on reinventing the wheel.

Answer

Think and work holistically

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Focus on value

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Progress iteratively with feedback

Question 12

Which ITIL 4 concept describes the functionality offered by a service that is fit for purpose?

Accepted Answer

Utility. Utility in ITIL 4 refers to the functionality offered by a service that is 'fit for purpose'—it directly addresses what the service does to meet a specific user need or achieve a desired outcome. This concept is distinct from warranty, which covers 'fit for use' (availability, capacity, continuity, security). The question explicitly asks for the concept describing functionality that is fit for purpose, making Utility the correct answer.

Answer

Outcome

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Warranty

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Output

Question 13

Which ITIL 4 practice is responsible for ensuring that services deliver the agreed level of availability?

Accepted Answer

Availability Management. Availability Management is the ITIL 4 practice specifically tasked with ensuring that IT services deliver the agreed level of availability to meet business requirements. It involves planning, measuring, and improving the availability of services, components, and supporting infrastructure, directly aligning with the question's focus on delivering agreed availability levels.

Answer

Service Level Management

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Capacity and Performance Management

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IT Asset Management

Question 14

Which THREE of the following are typically included in the Information and Technology dimension of IT Service Management?

Accepted Answer

Knowledge management systems. In the Information and Technology dimension of IT Service Management, the focus is on the information and knowledge necessary for service management, as well as the technologies that support services. Option A (Knowledge management systems) is correct because these systems are explicitly part of managing information and knowledge within the dimension. Option B (Cloud infrastructure) is correct because it represents the technology infrastructure component, such as cloud platforms and services, that underpins service delivery. Option D (Information security policies) is correct because security and compliance policies are integral to protecting information and technology assets within this dimension. Option C (Supplier contracts) belongs to the Partners and Suppliers dimension, which deals with external relationships and agreements. Option E (Organisational culture) belongs to the Organizations and People dimension, which covers roles, culture, and competencies.

Answer

Supplier contracts

Answer

Organisational culture

Question 15

Which TWO of the following activities are part of the ITIL Continual Improvement Model?

Accepted Answer

Where are we now?. The ITIL Continual Improvement Model consists of seven steps. Option A ('Where are we now?') is step 2, which involves assessing the current state to identify gaps and opportunities. Option D ('How do we get there?') is step 4, which defines the action plan. Both are correct because they are part of the model's sequence, even though the model starts with 'What is the vision?' (step 1).

Answer

Define the scope

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Allocate resources

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Implement the change