ITIL4F Practice Test 37 — 15 Questions

Question 1

Which practice in ITIL 4 includes the activities of problem identification, problem control, and error control?

Accepted Answer

Problem Management. Problem Management is the ITIL 4 practice specifically designed to manage the lifecycle of all problems. Its core activities are problem identification (detecting and logging problems), problem control (analyzing and documenting workarounds and root causes), and error control (managing known errors through the lifecycle until a permanent resolution is implemented).

Answer

Incident Management

Answer

Change Enablement

Answer

Service Level Management

Question 2

During a major incident, a workaround is applied by the service desk. Later, Problem Management identifies the root cause and implements a permanent fix through a normal change. Which sequence of practices is being followed?

Accepted Answer

Incident Management → Problem Management → Change Enablement. Incident Management restores service, Problem Management finds root cause, and Change Enablement implements the permanent fix.

Answer

Service Request Management → Incident Management → Change Enablement

Answer

Problem Management → Incident Management → Change Enablement

Answer

Change Enablement → Incident Management → Problem Management

Question 3

An IT team is redesigning a process. They decide to review what already works well before making changes. Which ITIL 4 guiding principle are they applying?

Accepted Answer

Start where you are. The guiding principle 'Start where you are' means using existing capabilities and services as a basis for improvement. Option C is correct. Option A (Focus on value) is about delivering value. Option B (Keep it simple) is about simplicity. Option D (Progress iteratively) is about incremental improvements.

Answer

Focus on value

Answer

Keep it simple

Answer

Progress iteratively

Question 4

What is the difference between utility and warranty in ITIL 4?

Accepted Answer

Utility is about functionality; warranty is about performance and availability. Utility is 'fit for purpose' (does it do what it should?), while warranty is 'fit for use' (is it available, secure, etc.?).

Answer

Utility is about cost; warranty is about quality

Answer

Utility is for customers; warranty is for users

Answer

Utility is provided by the service provider; warranty is provided by the customer

Question 5

An IT team discovers that a recurring incident is caused by a known software bug. According to ITIL 4, what should be created to document this situation?

Accepted Answer

A known error record. A known error is documented when the root cause is identified and a workaround exists; it is part of Problem Management's error control phase.

Answer

A problem record

Answer

A change request

Answer

An incident record

Question 6

Which THREE of the following are purposes or outputs of the Continual Improvement practice?

Accepted Answer

Maintaining an improvement register. Continual improvement uses the improvement register, follows the 7-step model, and aims to align services with business needs.

Answer

Resolving incidents within agreed times

Answer

Assessing and authorizing changes

Question 7

A major outage has occurred, and the IT team needs to implement a fix immediately without following the normal change authorization process. According to ITIL 4, what type of change should be raised?

Accepted Answer

Emergency change. Emergency changes are for urgent situations that require immediate implementation to restore service. They have a separate, faster authorization process.

Answer

Normal change

Answer

Standard change

Answer

Service request

Question 8

An SLA defines the expected level of service between a service provider and a customer. What is an OLA?

Accepted Answer

An agreement between internal teams to support the SLA. An OLA (Operational Level Agreement) is an internal agreement between teams within the same organization that defines how they will work together to support the SLA. It specifies the responsibilities, deliverables, and performance targets for each internal group, ensuring that the service provider can meet the SLA commitments to the customer.

Answer

A legal contract with an external customer

Answer

An agreement between the service provider and an external supplier

Answer

A plan for service improvement

Question 9

A user submits a request to install a standard software package on their workstation. According to ITIL 4, how should this be classified?

Accepted Answer

As a service request, to be fulfilled via the service catalogue. In ITIL 4, a request for a standard software package is classified as a service request because it is a pre-defined, standardized offering that users can request through the service catalogue. Service requests follow a standard fulfillment process with low risk and no need for individual assessment by a change authority, unlike changes which require formal evaluation.

Answer

As a normal change, requiring assessment by the change authority

Answer

As an incident, because the user needs software to work

Answer

As a problem, because the user may have multiple issues

Question 10

Which type of change is pre-approved and has a defined procedure?

Accepted Answer

Standard change. Standard changes are low-risk, pre-approved, and follow a defined procedure.

Answer

Service request

Answer

Normal change

Answer

Emergency change

Question 11

Which TWO of the following are roles involved in Change Enablement?

Accepted Answer

Change Authority. Change Enablement involves a Change Authority (who approves changes) and a Change Manager (who oversees the process). The Service Desk Manager is not necessarily involved.

Answer

Service Desk Manager

Answer

Problem Manager

Answer

Supplier Manager

Question 12

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

Accepted Answer

Log the incident in the IT service management tool. The first step is to log the incident, which captures details and initiates the incident management process.

Answer

Apply a workaround to restore service

Answer

Escalate the issue to the Problem Management team

Answer

Investigate the root cause of the issue

Question 13

A problem manager has identified multiple incidents with no known cause. Which phase of Problem Management is being performed?

Accepted Answer

Problem identification. Problem identification involves detecting problems from incidents and other sources. In this scenario, the problem manager is identifying a problem from incidents, which is the first phase. Option A is correct. Option B involves root cause analysis. Option C involves managing known errors. Option D is not a separate phase.

Answer

Problem control

Answer

Error control

Answer

Post-implementation review

Question 14

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

Accepted Answer

Log and categorize the incident. The first step is to log and categorize the incident to initiate the incident management process and begin restoration of service.

Answer

Escalate the issue to the problem management team

Answer

Inform the service level manager

Answer

Implement a known workaround

Question 15

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

Accepted Answer

Continual Improvement. Continual Improvement is explicitly defined as one of the five core components of the ITIL 4 Service Value System (SVS). The SVS framework integrates Continual Improvement as a guiding principle and capability that ensures all services and practices are consistently aligned with evolving business needs and stakeholder value.

Answer

PESTLE model

Answer

Incident Management

Answer

Four Dimensions of Service Management