ITIL4F Practice Test 36 — 15 Questions

Question 1

An organization has a documented policy that all changes to the financial system must be approved by the change advisory board, but emergency changes require a separate emergency CAB. Which type of change is a planned update to a firewall rule that will be approved by the CAB?

Accepted Answer

Normal change. A normal change is a change that follows the standard change management process and requires approval from the CAB. Option A is correct. Standard changes are pre-approved and low risk. Emergency changes are for urgent fixes. A firewall rule update that is planned and goes through CAB is a normal change.

Answer

Service request

Answer

Standard change

Answer

Emergency change

Question 2

An organization's IT service desk is receiving a high volume of calls about users being unable to log in to the payroll system following a scheduled maintenance window. According to ITIL 4, what type of record should be raised?

Accepted Answer

An incident record, as users are experiencing an unplanned service interruption. Option B is correct because an unplanned interruption to a service is an incident. Even though it occurred after maintenance, users are now unable to access the service, which constitutes a loss of service — the definition of an incident. Option A is wrong because a problem is the underlying cause of incidents, which is investigated after incidents are logged. Option C is wrong because a change request is used to modify IT infrastructure, not to record service disruptions. Option D is wrong because a service request is for pre-approved, routine fulfilments.

Answer

A change request, to reverse the changes made during the maintenance window

Answer

A problem record, to investigate the root cause of the login failure

Answer

A service request, to fulfil the users' need to access the payroll system

Question 3

A user requests a new laptop because their current one is slow. The IT department has a standard procedure for laptop replacements. According to ITIL 4, what type of request is this?

Accepted Answer

Service request. Option C is correct because a service request is a pre-defined, standard request. Option A is wrong because an incident is an unplanned disruption. Option B is a change; but standard changes are pre-approved, and this request is a standard service request, not a change. Option D is a problem.

Answer

Incident

Answer

Standard change

Answer

Problem

Question 4

Which THREE of the following are practices that are part of the ITIL 4 Service Value System?

Accepted Answer

Service desk. ITIL 4 has 34 practices including incident management, change control, and service desk. Service level management is also a practice.

Answer

Project management

Answer

Application development

Question 5

A user requests a new laptop as part of their onboarding. According to ITIL 4, what type of request is this?

Accepted Answer

Service Request. A new laptop for a new employee is typically a pre-approved, standard request that follows a defined procedure. This qualifies as a Service Request, not an Incident.

Answer

Problem

Answer

Incident

Answer

Change Request

Question 6

Which TWO of the following are examples of 'warranty' aspects of a service?

Accepted Answer

The service can handle 10,000 concurrent users. Warranty relates to the service being 'fit for use', which includes availability and capacity. Utility (fit for purpose) includes functional requirements like quick search results.

Answer

The service includes a user-friendly interface

Answer

The service provides a search function

Answer

The service returns search results in under 1 second

Question 7

Which THREE of the following are triggers for the Service Value System to produce value?

Accepted Answer

Demand. Opportunity and demand are the triggers for the SVS. A new regulation could create an opportunity or demand, but it is not a direct trigger. Incident reports and budget approvals are internal inputs but not triggers.

Answer

Budget approval

Answer

Incident reports

Question 8

Which component of the ITIL 4 Service Value System ensures that the organization's activities are aligned with its objectives and that there is proper oversight?

Accepted Answer

Governance. Governance is the component that evaluates, directs, and monitors the organization to ensure alignment with objectives. Option A is correct. The service value chain is the operating model. Continual improvement is a practice. Guiding principles are recommendations. Governance provides the oversight.

Answer

Guiding principles

Answer

Continual improvement

Answer

Service value chain

Question 9

Which ITIL 4 guiding principle is being applied when a team decides to review what is already working before redesigning a process?

Accepted Answer

Start where you are. The guiding principle 'Start where you are' focuses on understanding the current state and leveraging existing successes before making changes. Option A is correct.

Answer

Keep it simple and practical

Answer

Progress iteratively with feedback

Answer

Focus on value

Question 10

An organization repeatedly faces incidents from a recurring network issue. The team decides to investigate the root cause. Which practice is being performed?

Accepted Answer

Problem management. Problem management aims to find root causes of incidents and prevent recurrence.

Answer

Continual improvement

Answer

Change management

Answer

Incident management

Question 11

Which component of the ITIL 4 Service Value System provides direction and oversight to ensure that activities are aligned with organizational objectives?

Accepted Answer

Governance. Governance is the component responsible for evaluating, directing, and monitoring the organization's activities.

Answer

Guiding principles

Answer

Service value chain

Answer

Continual improvement

Question 12

A company's board of directors has defined that all IT investments must align with the organization's strategic objectives. This is an example of which SVS component?

Accepted Answer

Governance. Governance is the component that evaluates, directs, and monitors the organization. The board setting direction (alignment with strategy) is a governance activity.

Answer

Service Value Chain

Answer

Guiding Principles

Answer

Continual Improvement

Question 13

Which TWO of the following are components of the ITIL 4 Service Value System?

Accepted Answer

Governance. The SVS components are: Guiding Principles, Governance, Service Value Chain, Practices, and Continual Improvement. Service Desk and Change Management are practices within the SVS, not components.

Answer

Change Management

Answer

Service Value Chain

Answer

Service Desk

Question 14

An organization has implemented a new customer relationship management (CRM) system. Users are now able to access customer data 50% faster, leading to increased sales. Which of the following describes the output vs. outcome in this scenario?

Accepted Answer

Output: the CRM system; Outcome: faster data access and increased sales. Output is the deliverable (the CRM system implemented), while outcome is the result (faster access leading to increased sales). Option C correctly identifies output as the system itself and outcome as the benefit. Option A reverses them. Option B misdefines output as a benefit. Option D incorrectly assigns output to revenue.

Answer

Output: faster data access; Outcome: the CRM system

Answer

Output: the CRM system; Outcome: revenue from the project

Answer

Output: increased sales; Outcome: the CRM system

Question 15

A company has deployed a new software application that meets all specified requirements (output), but user productivity has decreased because the application is difficult to use. According to ITIL 4, what is this an example of?

Accepted Answer

A poor outcome despite good output. Option C is correct because outcome is the result for stakeholders, while output is the tangible deliverable. Here, the application (output) is delivered, but the negative impact on productivity is an undesirable outcome.

Answer

A service request

Answer

A utility failure

Answer

A warranty failure