ITIL4F Practice Test 33 — 15 Questions

Question 1

Which of the following is the correct sequence of steps in the ITIL Continual Improvement Model?

Accepted Answer

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? → How do we keep momentum?. It follows the exact sequence of the ITIL Continual Improvement Model as defined in ITIL 4: starting with 'What is the vision?', then 'Where are we now?', followed by 'Where do we want to be?', 'How do we get there?', 'Take action', 'Did we get there?', and finally 'How do we keep momentum?'. This order ensures that the current state is assessed before defining the target state, which is a core principle of the model.

Answer

What is the vision? → Where do we want to be? → Where are we now? → How do we get there? → Take action → Did we get there? → How do we keep momentum?

Answer

Where are we now? → What is the vision? → How do we get there? → Take action → Did we get there? → How do we keep momentum? → Business case

Answer

Where are we now? → Where do we want to be? → What is the vision? → How do we get there? → Take action → Did we get there? → How do we keep momentum?

Question 2

The exhibit shows a service level agreement (SLA) target and current performance. Which action should be taken to address this?

Accepted Answer

Investigate and implement improvements to increase availability. The correct action is to investigate and implement improvements to increase availability because the current performance (e.g., 97.5%) is below the SLA target (e.g., 99.9%), and the gap is not within any defined tolerance. ITIL 4 emphasizes continuous improvement, so the service provider should analyze root causes (e.g., using incident management data) and apply corrective measures to meet the agreed target.

Answer

Penalize the service provider financially

Answer

Ignore the gap as it is within acceptable tolerance

Answer

Renegotiate the SLA to lower the target

Question 3

A company's IT service desk receives multiple calls that users cannot access the CRM system. What should the service desk do FIRST according to ITIL 4?

Accepted Answer

Log an incident and work to restore service.. According to ITIL 4, the primary goal of the service desk is to restore normal service operation as quickly as possible when an incident occurs. Multiple users losing access to the CRM system is a clear incident (an unplanned interruption or reduction in quality of an IT service), so the first action is to log the incident and work to restore service, typically by applying a known workaround or fix. This aligns with the 'incident management' practice, which prioritizes speed of restoration over root cause analysis or permanent changes.

Answer

Raise a service request to grant user access.

Answer

Submit a change request to modify the CRM system.

Answer

Initiate a problem investigation to find the root cause.

Question 4

An organization has a pre-approved process for adding new users to a system. A manager requests access for a new employee. According to ITIL 4, how should this request be classified?

Accepted Answer

As a service request, because it is a predefined, pre-approved fulfillment. Per ITIL 4, a service request is a predefined, pre-approved, and standardized request for a service action, such as granting access to a system. The process for adding new users is already approved and documented, so the manager's request fits the definition of a service request, not a change or incident.

Answer

As a normal change, because it involves granting access

Answer

As an emergency change, to expedite the request

Answer

As an incident, because the new employee cannot access the system yet

Question 5

A recurring issue with a software application has caused multiple incidents. Which record should be raised to investigate the underlying cause?

Accepted Answer

Problem record. A problem record is specifically designed in ITIL 4 to manage the investigation and diagnosis of the underlying cause of one or more incidents. Since the question describes a recurring issue causing multiple incidents, raising a problem record is the correct action to perform root cause analysis (RCA) and prevent future occurrences.

Answer

Change request

Answer

Service request

Answer

Incident record

Question 6

A change is being implemented to replace a server. The change is low risk and follows a pre-approved procedure. According to ITIL 4, what type of change is this?

Accepted Answer

Standard change. A standard change is a low-risk, pre-approved change that follows a documented procedure, often pre-authorized. Replacing a server with a pre-approved procedure fits this definition. Thus, it is a standard change.

Answer

Emergency change

Answer

Normal change

Answer

Service request

Question 7

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

Accepted Answer

Service value chain. The ITIL Service Value System (SVS) is a model that describes how all components and activities of an organization work together to facilitate value creation. The service value chain is correct because it is a core operating model within the SVS that outlines the key activities (plan, improve, engage, design & transition, obtain/build, deliver & support) required to respond to demand and facilitate value creation. Guiding principles are also correct as they are a fundamental component of the SVS, providing universal recommendations that guide an organization in all its work, regardless of changes in its goals, strategies, type of work, or management structure.

Answer

Service level agreements

Answer

Service desk

Answer

Configuration management database

Question 8

An IT service manager is reviewing a service that consistently fails to meet uptime targets. The technology is reliable and staff are skilled, but the service relies on a single supplier for critical components. Which dimension should the manager investigate?

Accepted Answer

Partners and Suppliers. The Partners and Suppliers dimension focuses on external dependencies, contracts, and third-party relationships that impact service delivery. Since the technology and staff are reliable but the service fails due to reliance on a single supplier for critical components, the manager must investigate this dimension to address supplier risk, contract terms, or alternative sourcing.

Answer

Information and Technology

Answer

Value Streams and Processes

Answer

Organizations and People

Question 9

A company is implementing ITIL 4 and wants to ensure that all changes to IT services are managed in a controlled manner. Which practice should they use to balance the need for change with the need to minimize risk?

Accepted Answer

Change enablement. Change enablement is the correct practice because it specifically governs the lifecycle of changes to IT services, ensuring that all changes are assessed, authorized, and implemented in a controlled manner. This practice balances the need for rapid service evolution with the imperative to minimize risk by using standardized procedures, change models, and authorization policies (e.g., pre-approved standard changes, normal changes requiring CAB approval, emergency changes with expedited review).

Answer

Incident management

Answer

Problem management

Answer

Service desk

Question 10

Which TWO of the following are part of the ITIL 4 Service Value System? (Choose two.)

Accepted Answer

Governance. Governance is a core component of the ITIL 4 Service Value System (SVS), as it defines the direction and control mechanisms that ensure organizational activities align with agreed objectives. The service value chain is also a central element of the SVS, providing a flexible operating model for creating, delivering, and improving services through interconnected activities.

Answer

Service level agreements

Answer

Configuration management

Answer

Incident management practice

Question 11

An event that indicates a breach of a threshold is classified as which type?

Accepted Answer

Exception event. In ITIL event management, an exception event is defined as an event that indicates a breach of a threshold or a deviation from normal operation. This includes events that signify something is not working as expected, such as a server exceeding CPU threshold or a service becoming unavailable.

Answer

Critical event

Answer

Warning event

Answer

Informational event

Question 12

Which ITIL 4 practice is primarily concerned with identifying the root cause of incidents?

Accepted Answer

Problem Management. Problem Management is the ITIL 4 practice focused on identifying the root cause of incidents to prevent recurrence. While Incident Management restores normal service operation, Problem Management conducts root cause analysis (RCA) to eliminate underlying defects, aligning with the ITIL 4 Service Value System's objective of continual improvement.

Answer

Incident Management

Answer

Change Enablement

Answer

Service Request Management

Question 13

An organization's governance body has defined policies for IT investments. Which component of the ITIL SVS is primarily responsible for ensuring these policies are implemented?

Accepted Answer

Governance. Governance is the component of the ITIL Service Value System (SVS) that is directly responsible for defining policies, setting strategic direction, and ensuring that those policies are implemented and enforced across the organization. While other SVS components execute or improve activities, governance provides the oversight and accountability mechanisms to align IT investments with business objectives.

Answer

Practices

Answer

Service value chain

Answer

Continual improvement

Question 14

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.

Answer

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

Answer

An output is the warranty; an outcome is the utility

Answer

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

Question 15

Which TWO of the following are key components of the Service Desk practice?

Accepted Answer

Single point of contact (SPOC). The Service Desk practice is built around being the single point of contact (SPOC) for users, meaning option D is correct because the service desk serves as the centralized entry point through which all users can report incidents, make requests, and receive updates, ensuring consistent handling and communication. Option E is also correct because omnichannel communication is a key component of the modern Service Desk, enabling users to interact through multiple channels such as phone, email, chat, self-service portal, and walk-in while maintaining a consistent experience. Option A (root cause analysis) belongs primarily to the Problem Management practice, which investigates underlying causes of incidents rather than being a core Service Desk component. Option B (configuration baseline) is part of Service Configuration Management, which defines and controls approved configurations of configuration items. Option C (shift-left) is a broader improvement strategy often associated with the Service Desk but is not itself listed as one of the two key components in this context.

Answer

Root cause analysis

Answer

Configuration baseline

Answer

Shift-left