ITIL4F Practice Test 36 — 15 Questions

Question 1

An organization wants to improve its change management process. According to ITIL 4, which guiding principle would recommend that the team first analyzes the current change management practices and performance before proposing any changes?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Start where you are. Start where you are involves assessing the current state to understand what exists before making changes, which is exactly what this scenario describes.

Answer

Progress iteratively with feedback

Answer

Focus on value

Answer

Collaborate and promote visibility

Question 2

Which of the following is the CORRECT sequence of phases in the Problem Management practice?

Accepted Answer

Problem Identification, Problem Control, Error Control. The correct sequence in the Problem Management practice is Problem Identification, Problem Control, and Error Control. Problem Identification detects and logs problems from incidents or proactive analysis; Problem Control performs root cause analysis and documents workarounds; Error Control manages known errors through the lifecycle until a permanent resolution is implemented. This order ensures that problems are first recognized, then analyzed, and finally resolved.

Answer

Problem Control, Error Control, Problem Identification

Answer

Problem Identification, Error Control, Problem Control

Answer

Error Control, Problem Control, Problem Identification

Question 3

Which TWO of the following are stakeholders in service management according to ITIL 4?

Accepted Answer

Suppliers. In ITIL 4, stakeholders are defined as individuals or groups that have an interest in the management of services. Suppliers are correct because they are external organizations that provide goods or services necessary for service delivery, and they have a direct stake in the service value chain. Users are correct because they are the individuals who actually use the services on a daily basis, and their satisfaction and experience are critical to service management success.

Answer

Products

Answer

IT infrastructure

Answer

Outputs

Question 4

Which THREE of the following are ITIL 4 guiding principles?

Accepted Answer

Start where you are. 'Start where you are' is one of the seven ITIL 4 guiding principles. It emphasizes assessing the current state of services, processes, and capabilities before making improvements, avoiding the waste of reinventing existing assets.

Answer

Maximize uptime

Answer

Reduce costs

Question 5

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

Accepted Answer

Service Value Chain. The ITIL 4 Service Value System (SVS) is the core structural model that describes how all components and activities of an organization work together as a system to enable value creation. The Guiding Principles and the Service Value Chain are two of the five explicitly defined components of the SVS, alongside Governance, Practices, and Continual Improvement. The Service Value Chain is the central operating model for the SVS, outlining the key activities (Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support) that transform demand into value.

Answer

Service Desk

Answer

Change Enablement

Answer

Incident Management

Question 6

According to ITIL 4, which of the following is an example of a cost removed from the service consumer by using a service?

Accepted Answer

The cost of purchasing and maintaining servers for the service. ITIL 4 defines 'cost removed' as the expenses the service consumer avoids by using the service, such as not having to purchase, maintain, or operate their own servers. By leveraging the service provider's infrastructure, the consumer eliminates capital and operational costs associated with hardware ownership.

Answer

The consumer's internal staff time to manage the service

Answer

The subscription fee paid to the service provider

Answer

The risk of data loss due to a provider outage

Question 7

Which ITIL 4 practice manages the lifecycle of all configuration items including their relationships and baselines?

Accepted Answer

Service Configuration Management. Service Configuration Management is responsible for managing configuration items (CIs), their relationships, and configuration baselines throughout their lifecycle. Option B is correct. Option A (Change Enablement) manages changes to services and CIs but does not manage the overall CI lifecycle. Option C (IT Asset Management) focuses on the financial and contractual aspects of assets, not the detailed configuration management. Option D (Release Management) manages the release of new or changed services, not the ongoing management of CIs.

Answer

Change Enablement

Answer

IT Asset Management

Answer

Release Management

Question 8

What is the PRIMARY purpose of the Incident Management practice?

Accepted Answer

To restore normal service operation as quickly as possible and minimize business impact. Incident Management aims to restore normal service operation as quickly as possible and minimize the adverse impact on business operations.

Answer

To manage the lifecycle of all changes to IT services

Answer

To negotiate and agree on service level targets

Answer

To find the root cause of incidents and prevent recurrence

Question 9

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

Accepted Answer

Guiding principles. A is correct because the ITIL 4 Service Value System (SVS) is explicitly defined to include the Guiding Principles as one of its five core components. These principles, such as 'Focus on Value' and 'Start Where You Are,' provide universal guidance that shapes all SVS activities and decision-making, ensuring alignment with business objectives.

Answer

Processes

Answer

Value streams

Question 10

A company's IT service desk is experiencing high turnover. According to ITIL 4, which dimension should be reviewed to address this issue?

Accepted Answer

Organisations and People. The high turnover of IT service desk staff is a people and culture issue, which falls under the 'Organisations and People' dimension of ITIL 4. This dimension covers roles, responsibilities, skills, and communication, directly addressing workforce retention. Reviewing this dimension helps identify root causes such as inadequate training, poor job design, or lack of career progression.

Answer

Value Streams and Processes

Answer

Information and Technology

Answer

Partners and Suppliers

Question 11

A global retail company is implementing ITIL 4 to improve its order processing system. The team is struggling with frequent changes that disrupt operations. Which ITIL 4 guiding principle should they apply to ensure that changes deliver value while minimizing negative impacts?

Accepted Answer

Progress iteratively with feedback. The 'Progress iteratively with feedback' guiding principle emphasizes breaking changes into smaller, manageable increments and incorporating continuous feedback. This approach allows the retail company to deliver value more frequently while reducing the risk of large-scale disruptions, as each iteration can be tested and adjusted before proceeding.

Answer

Keep it simple and practical

Answer

Focus on value

Answer

Start where you are

Question 12

An IT department deploys a new CRM system. The project team delivers the software on time and within budget. However, sales staff find the system cumbersome and continue using spreadsheets. Which ITIL 4 concept best describes this situation?

Accepted Answer

The output was achieved but the outcome was not. The project team achieved the output (delivering the CRM system on time and within budget) but failed to achieve the desired outcome (sales staff actually using the system to improve their work). In ITIL 4, an output is a tangible deliverable, while an outcome is the result for stakeholders—here, the outcome of improved sales efficiency was not realized, as staff reverted to spreadsheets.

Answer

Value co-creation failed due to poor warranty

Answer

The service has warranty but lacks utility

Answer

The service has utility but lacks warranty

Question 13

Which TWO of the following are ITIL 4 guiding principles?

Accepted Answer

Keep it simple and practical. 'Keep it simple and practical' is one of the seven ITIL 4 guiding principles, emphasizing that processes should be streamlined and avoid unnecessary complexity to achieve effective service management. Option E is correct because 'Focus on value' is also a core guiding principle, ensuring that all activities directly contribute to delivering value to stakeholders and customers.

Answer

Plan before acting

Answer

Document all processes

Answer

Automate everything

Question 14

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 15

Which TWO of the following are ITIL 4 guiding principles?

Accepted Answer

Focus on value. The seven ITIL 4 guiding principles include Focus on value and Start where you are. Service value chain and Continual improvement are important concepts but are not guiding principles.

Answer

Service request management

Answer

Service value chain

Answer

Continual improvement