ITIL4F Practice Test 31 — 15 Questions

Question 1

An organization wants to ensure that its IT services meet the agreed performance levels. Which practice is primarily responsible for negotiating and monitoring these targets?

Accepted Answer

Service Level Management. Service Level Management (SLM) is the ITIL practice responsible for negotiating, agreeing, and documenting service level targets (SLTs) in Service Level Agreements (SLAs), and then monitoring and reporting on actual performance against those targets. This ensures IT services consistently meet the agreed performance levels by establishing clear expectations and providing a framework for continuous improvement.

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Availability Management

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Supplier Management

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Capacity and Performance Management

Question 2

Which TWO of the following are considered part of the 'Information and Technology' dimension in ITIL 4?

Accepted Answer

Knowledge management tools. Knowledge management tools (B) are a key component of the 'Information and Technology' dimension, which covers the data, information, knowledge, and the technology required to manage and deliver services. Information security policies (E) also fall under this dimension as they define how information assets are protected and managed through technology controls. Both directly relate to the systems, databases, and tools that enable service management.

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Process workflows

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Contracts with suppliers

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Roles and responsibilities

Question 3

In ITIL 4, which statement correctly distinguishes an output from an outcome?

Accepted Answer

An output is a tangible deliverable; an outcome is the result for a stakeholder. In ITIL 4, an output is defined as a tangible or intangible deliverable produced by a service or process (e.g., a report, a software build, or a server configuration), while an outcome is the result for a stakeholder that is enabled by the output, such as increased productivity or reduced risk. This distinction is fundamental to the Service Value System (SVS), where outputs are the means to achieve outcomes that drive value for stakeholders.

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An output is the business result; an outcome is the product

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An output is the warranty; an outcome is the utility

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An output is the value achieved; an outcome is the activity

Question 4

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

Accepted Answer

Practices. 'Practices' are a core component of the ITIL 4 Service Value System (SVS). The SVS is defined by the ITIL 4 framework to include the Guiding Principles, Governance, Service Value Chain, Practices, and Continual Improvement. Practices are sets of organizational resources designed for performing work or accomplishing an objective, replacing the ITIL v3 'processes' concept.

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Outcomes

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Service value chain activities

Question 5

A service desk agent resolves a password reset request after verifying the user's identity. According to ITIL 4, which metrics would be most appropriate to measure the performance of this interaction?

Accepted Answer

First Contact Resolution (FCR) and Customer Satisfaction (CSAT). First Contact Resolution (FCR) and Customer Satisfaction (CSAT) are key service desk metrics.

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Change success rate and backout success

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Mean Time to Repair (MTTR) and uptime

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Number of problems and known errors

Question 6

An e-commerce company defines an SLA that its website will be available 99.9% of the time. Which practice is primarily responsible for negotiating and monitoring this agreement?

Accepted Answer

Service Level Management. Service Level Management negotiates, agrees, and monitors SLAs with customers.

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Supplier Management

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Monitoring and Event Management

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Availability Management

Question 7

What is the relationship between a Configuration Management Database (CMDB) and IT Asset Management?

Accepted Answer

IT Asset Management provides financial data for CIs in the CMDB. IT Asset Management manages the lifecycle of assets (financial and contractual), while the CMDB records configuration items (CIs) and their relationships. They are complementary, with the CMDB often containing asset information but not replacing asset management.

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The CMDB replaces IT Asset Management

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They are the same practice

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IT Asset Management is a subset of Service Configuration Management

Question 8

Which practice ensures that the availability of a service meets the agreed requirements?

Accepted Answer

Availability Management. Availability Management is responsible for ensuring services are available as agreed in SLAs.

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Service Level Management

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Capacity Management

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Continual Improvement

Question 9

A change request to replace a server with a newer model is assessed as low risk and follows a defined procedure. Which type of change should this be classified as in ITIL 4?

Accepted Answer

Standard change. A standard change is a pre-approved, low-risk change that follows a defined procedure, such as replacing a server with a newer model according to a vendor's lifecycle plan. This classification allows the change to be implemented without requiring additional authorization from the change authority, as long as it adheres to the established procedure. The key differentiator is that the risk is assessed as low and the procedure is well-documented and repeatable.

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Service request

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Emergency change

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Normal change

Question 10

A service desk team is overwhelmed with incidents. A problem manager suggests implementing a chatbot to handle common user queries. Before doing so, the team reviews their current processes and discovers many steps that don't add value. Which ITIL 4 guiding principle is being applied FIRST?

Accepted Answer

Optimise and automate. The team’s first action is to review current processes and identify non-value-adding steps, which is a form of optimisation. The ITIL guiding principle 'Optimise and automate' states that before automating, you should first optimise the work. Therefore, the first principle applied is 'Optimise and automate' because they are optimising the process to remove waste in preparation for the chatbot automation.

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Start where you are

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Focus on value

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Keep it simple and practical

Question 11

Which type of change requires assessment and authorization by a change authority, but does not follow a pre-approved procedure?

Accepted Answer

Normal change. A normal change is any change that is not a standard change or an emergency change. It requires assessment and authorization by a change authority (e.g., the Change Manager or Change Advisory Board) but does not follow a pre-approved, low-risk procedure. This distinguishes it from standard changes, which are pre-authorized and follow a documented procedure.

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Emergency change

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Service request

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Standard change

Question 12

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

Accepted Answer

Log an incident record to restore service as quickly as possible. According to ITIL 4, the primary goal of incident management is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations. When users cannot access the CRM system, the analyst's first action must be to log an incident record, capturing details such as the number of affected users, error messages, and timestamps, to initiate the restoration process. This aligns with the ITIL 4 guiding principle of 'Focus on Value' by prioritizing service recovery over root cause analysis or configuration changes.

Answer

Request a change to the CRM system configuration

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Investigate the root cause of the CRM failure

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Submit a service request to grant access

Question 13

Which component of the ITIL 4 Service Value System is responsible for providing guidance on how the organization should direct its efforts?

Accepted Answer

Governance. Governance is the component of the ITIL 4 Service Value System (SVS) that evaluates, directs, and monitors the organization's activities. It provides the framework for decision-making and ensures that the organization's efforts are aligned with its strategic objectives and stakeholder needs. Without governance, there would be no authoritative guidance on how to prioritize or steer service management activities.

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Service value chain

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Guiding principles

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Practices

Question 14

A software development team delivers a new feature that meets all technical specifications (output), but end users find it difficult to use and it does not improve their productivity. According to ITIL 4, what has the team failed to deliver?

Accepted Answer

Outcome. The team delivered a feature that meets technical specifications (output), but it fails to enable users to perform their tasks more effectively or achieve their goals. In ITIL 4, an outcome is the result of using a service, specifically the change in state or behavior of a service consumer that is relevant to their objectives. Since the feature does not improve user productivity, the team has failed to deliver a positive outcome, even though the output (the feature itself) is correct.

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Value

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Utility

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Warranty

Question 15

A retail company is experiencing frequent service outages during peak hours due to insufficient capacity. The IT team wants to implement a practice that ensures the service provider has the capacity to meet agreed service level targets cost-effectively and in a timely manner. Which ITIL management practice should they use?

Accepted Answer

Capacity and performance management. In ITIL 4, the practice that ensures the service provider has sufficient capacity to meet agreed service level targets cost-effectively and in a timely manner is Capacity and performance management. Option B represents this practice. Option A (Monitoring and event management) focuses on detecting events, not capacity planning. Option C (Availability management) focuses on availability, not capacity. Option D (Service level management and availability management) covers service levels and availability but not capacity. Therefore, B is correct.

Answer

Monitoring and event management

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Availability management

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Service level management and availability management