ITIL4F Practice Test 32 — 15 Questions

Question 1

A service desk analyst handles a password reset request. According to ITIL 4, this should be classified as:

Accepted Answer

A service request. A password reset is a standard, pre-approved request for information or access that follows a defined procedure, which aligns with ITIL 4's definition of a service request. It does not involve restoring a failed service (incident), altering a configuration (change), or investigating an underlying cause (problem).

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An incident

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A change request

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A problem

Question 2

What is the ITIL 4 Continual Improvement Model?

Accepted Answer

A 7-step process for improvement. The ITIL 4 Continual Improvement Model is a structured 7-step process designed to guide organizations in identifying, planning, and implementing improvements to services and practices. It ensures that improvement efforts are aligned with business objectives and are measurable, following steps from 'What is the vision?' to 'Did we get there?'.

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A 3-step process for problem management

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A 5-step process for incident handling

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A 4-step process for change authorization

Question 3

Which of the following is a key metric for measuring the performance of the Service Desk?

Accepted Answer

First Call Resolution (FCR). First Call Resolution (FCR) is a key metric for the Service Desk because it directly measures the percentage of incidents resolved during the first contact with the user, without the need for escalation or a callback. A high FCR indicates an efficient and knowledgeable Service Desk, reducing user downtime and operational costs. This metric is central to ITIL's focus on delivering value and minimizing disruption to business activities.

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Number of changes implemented

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Mean Time to Restore Service (MTTR)

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Percentage of projects on time

Question 4

A company has an SLA that guarantees 99.9% availability. The IT team measures actual availability at 99.95%. Which practice is directly responsible for monitoring and reporting this?

Accepted Answer

Service Level Management. Service Level Management (SLM) is the ITIL practice responsible for negotiating, agreeing, documenting, and reviewing service level targets (like 99.9% availability) and for monitoring and reporting actual performance against those targets. In this scenario, the IT team measures actual availability at 99.95%, which exceeds the SLA guarantee; SLM owns the process of comparing this measured data to the SLA, producing compliance reports, and managing stakeholder expectations. Monitoring and Event Management provides the raw data (e.g., uptime logs), but SLM is the practice that interprets and reports the SLA-specific metric.

Answer

Monitoring and Event Management

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IT Asset Management

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Availability Management

Question 5

What is the purpose of the Monitoring and Event Management practice?

Accepted Answer

To detect events and classify them to enable appropriate response. The Monitoring and Event Management practice is specifically designed to observe IT services and infrastructure, detect events (e.g., SNMP traps, syslog messages, performance threshold crossings), and classify them (e.g., informational, warning, exception) so that the appropriate response—such as automated remediation, alerting, or incident creation—can be triggered. This aligns with ITIL 4's definition of the practice as ensuring that events are systematically identified and acted upon to maintain service availability and performance.

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To restore service after an incident

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To manage the lifecycle of assets

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To plan and manage capacity

Question 6

Which THREE of the following are activities of the Problem Management practice?

Accepted Answer

Problem identification. Problem identification (A) is a core Problem Management activity because the practice must detect and log problems, often from recurring incidents or major incidents, so they can be investigated. Root cause analysis (B) is central to Problem Management, which seeks to determine the underlying cause of incidents and problems to prevent recurrence. Managing known errors (D) is also a Problem Management responsibility, as known errors are problems with a documented root cause and workaround that must be recorded, maintained, and made available to support teams. Managing changes (C) belongs to Change Enablement, which authorizes and schedules changes, not Problem Management. Monitoring services for events (E) is an activity of Service Desk or Monitoring and Event Management, since it focuses on detecting and correlating events rather than investigating problem root causes.

Answer

Managing changes

Answer

Monitoring services for events

Question 7

Which TWO of the following are characteristics of a service request compared to an incident?

Accepted Answer

They are typically low-risk. Option C is correct because service requests are routine, low-risk interactions such as password resets or software installations, unlike incidents which may involve significant risk and disruption. Option D is correct because service requests follow pre-approved, standardized processes (often defined in a service catalog) with established workflows and approvals, whereas incidents require diagnosis and may need change management. Options A, B, and E are incorrect: root cause analysis is characteristic of problem management (not service requests), unplanned service interruption defines an incident, and urgency is not an inherent trait of service requests—they are handled by priority/SLA, not by being always urgent.

Answer

They require root cause analysis

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They cause unplanned service interruption

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They are always urgent

Question 8

Which TWO of the following are key activities of the Change Enablement practice?

Accepted Answer

Assessing and authorizing changes. Option B (Assessing and authorizing changes) is correct because Change Enablement is responsible for evaluating change requests for risk, impact, and readiness, and for granting the authorization needed before a change is deployed into production. Option E (Reviewing and closing changes after implementation) is correct because the practice also covers post-implementation review to confirm the change achieved its intended outcome, did not cause unexpected issues, and can be formally closed in the change record. Option A (Restoring service after an outage) belongs to Incident Management, whose purpose is to return service to normal as quickly as possible rather than to manage changes. Option C (Identifying workarounds for incidents) is also an Incident Management activity, used to temporarily restore service while a permanent fix is pursued. Option D (Negotiating service level agreements) is a Service Level Management activity, focused on agreeing and managing service targets with customers, not on controlling changes.

Answer

Restoring service after an outage

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Identifying workarounds for incidents

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Negotiating service level agreements

Question 9

An IT organization is working in silos, with each team focusing only on their own objectives. Which ITIL 4 guiding principle should be applied to address this issue?

Accepted Answer

Collaborate and promote visibility. The 'Collaborate and promote visibility' guiding principle directly addresses siloed working by encouraging cross-team cooperation and making work, priorities, and progress visible to all stakeholders. In ITIL 4, this principle breaks down organizational barriers, ensuring that teams share information and align their efforts toward common service value rather than isolated objectives.

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Progress iteratively with feedback

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Focus on value

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Keep it simple and practical

Question 10

Which ITIL 4 guiding principle is being applied when a team reviews existing processes before designing new ones?

Accepted Answer

Start where you are. The 'Start where you are' guiding principle emphasizes leveraging existing processes, services, and capabilities before creating new ones. By reviewing current processes, the team avoids reinventing the wheel and builds on proven practices, which reduces waste and accelerates improvement.

Answer

Collaborate and promote visibility

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Focus on value

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Progress iteratively with feedback

Question 11

Which THREE of the following are key activities of the Service Level Management practice?

Accepted Answer

Conducting service reviews with customers. Service Level Management (SLM) is the ITIL practice that sets, monitors, and reviews service levels, so option B (conducting service reviews with customers) is correct because SLM regularly reviews achieved performance with customers to confirm services meet their needs and to identify improvement actions. Option C (negotiating and agreeing service level targets) is correct because SLM is responsible for negotiating and agreeing SLAs, SLTs, and OLAs with customers and internal teams, ensuring targets are realistic and aligned to business requirements. Option D (monitoring and reporting service performance against SLAs) is correct because SLM continuously measures and reports service performance against agreed SLAs, producing reports and dashboards that feed into service reviews. Option A (managing supplier contracts) belongs to Supplier Management, which handles supplier relationships, contracts, and performance, not SLM. Option E (resolving incidents at first contact) is an Incident Management activity focused on restoring service quickly, not on setting or reviewing service levels.

Answer

Managing supplier contracts

Answer

Resolving incidents at first contact

Question 12

A team is using the ITIL continual improvement model. After defining the vision, what is the NEXT step?

Accepted Answer

Assess the current state. The ITIL continual improvement model defines a sequence of steps: 'What is the vision?', 'Where are we now?', 'Where do we want to be?', 'How do we get there?', 'Take action', 'Did we get there?', and 'How do we keep the momentum?'. After defining the vision (step 1), the next step is to assess the current state (step 2) to establish a baseline before setting measurable targets or creating an improvement plan.

Answer

Define measurable targets

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Create an improvement plan

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Identify the improvement opportunities

Question 13

A service desk analyst receives a call from an executive who is unable to print from her laptop. The analyst resolves the issue by restarting the print spooler. According to ITIL 4, how should this interaction be recorded?

Accepted Answer

As an incident. This interaction is recorded as an incident because the executive experienced an unplanned interruption to the printing service (failure to print), which directly aligns with the ITIL 4 definition of an incident: any unplanned reduction in service quality. Restarting the print spooler is a restoration action that returns the service to normal operation, not a permanent fix or a request for something new.

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As a problem

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As a service request

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As a change request

Question 14

An organization's board sets strategic objectives and assigns performance targets to IT management. This is an example of which aspect of governance as described in ITIL 4?

Accepted Answer

Directing. The board setting strategic objectives and assigning performance targets to IT management is a direct exercise of the 'Directing' aspect of governance. In ITIL 4, directing is the governance activity that provides leadership, sets direction, and delegates authority to ensure that the organization's strategy and policies are implemented. This contrasts with monitoring and evaluating, which are subsequent activities that check compliance and assess performance against the set direction.

Answer

Monitoring

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Evaluating

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Continual improvement

Question 15

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

Accepted Answer

1. Detection and logging, 2. Categorization, 3. Root cause analysis, 4. Solution identification, 5. Closure. Problem management starts with detection and logging, then categorization, root cause analysis, solution identification, and closure.

Answer

1. Detection and logging, 2. Categorization, 3. Solution identification, 4. Root cause analysis, 5. Closure

Answer

1. Categorization, 2. Detection and logging, 3. Root cause analysis, 4. Solution identification, 5. Closure

Answer

1. Detection and logging, 2. Root cause analysis, 3. Categorization, 4. Solution identification, 5. Closure