ITIL4F Practice Test 38 — 15 Questions

Question 1

Which THREE of the following are ITIL 4 guiding principles? (Choose three.)

Accepted Answer

Focus on value. 'Focus on value' is one of the seven ITIL 4 guiding principles, emphasizing that all activities should directly contribute to value creation for stakeholders. This principle ensures that every process, service, and improvement is measured against the value it delivers, avoiding wasted effort on non-value-adding activities.

Answer

Automate everything

Answer

Reduce silos

Question 2

Which TWO of the following are characteristics of a standard change?

Accepted Answer

Pre-approved with a defined procedure. A standard change is pre-approved by the Change Authority and follows a defined, low-risk procedure. This means the change does not require a full CAB meeting each time it is implemented, as its risk profile and implementation steps are already documented and authorized.

Answer

Only used for major infrastructure upgrades

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Require a full Change Advisory Board (CAB) meeting

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Implemented via an emergency process

Question 3

An IT team is designing a new service. They need to ensure that the service delivers value to customers by addressing their needs. Which ITIL guiding principle is most directly applied?

Accepted Answer

Focus on value. The ITIL guiding principle 'Focus on value' is directly applied because the team is designing a new service specifically to address customer needs and deliver value. This principle ensures that every activity, from requirements gathering to service design, is aligned with what the customer perceives as valuable, rather than focusing on internal processes or technology for its own sake.

Answer

Keep it simple and practical

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Progress iteratively with feedback

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Collaborate and promote visibility

Question 4

What is the difference between an SLA and an OLA?

Accepted Answer

SLA is with the customer, OLA is with another internal department. A Service Level Agreement (SLA) is a documented agreement between a service provider and a customer that defines the level of service expected, while an Operational Level Agreement (OLA) is an internal agreement between IT support teams or departments within the same organization to support the SLA. The core distinction is the external vs. internal nature of the parties involved: the SLA faces the customer, and the OLA supports the SLA through internal coordination.

Answer

SLA covers availability, OLA covers security

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SLA is for services, OLA is for projects

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SLA is internal, OLA is external

Question 5

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

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The service has warranty but lacks utility

Answer

The service has utility but lacks warranty

Question 6

Which ITIL 4 concept describes the idea that value is created jointly by the service provider and service consumer?

Accepted Answer

Value co-creation. Value co-creation is the ITIL 4 concept that explicitly states value is not delivered by the service provider alone but is jointly created through the active participation of the service consumer. This principle shifts the focus from a one-way delivery model to a collaborative relationship where both parties contribute resources and activities to achieve desired outcomes.

Answer

Outcome-based value

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Service relationship management

Answer

Service value system

Question 7

A service desk agent resolves a password reset request after verifying the user's identity. According to ITIL 4, which metrics would be most appropriate to measure the performance of this interaction?

Accepted Answer

First Contact Resolution (FCR) and Customer Satisfaction (CSAT). For a password reset request resolved at the service desk, the most appropriate metrics are First Contact Resolution (FCR) and Customer Satisfaction (CSAT). FCR measures the percentage of incidents resolved on the first contact without escalation, which directly applies to a password reset. CSAT measures the user's satisfaction with the interaction, providing feedback on the service quality.

Answer

Change success rate and backout success

Answer

Mean Time to Repair (MTTR) and uptime

Answer

Number of problems and known errors

Question 8

What is the relationship between a Configuration Management Database (CMDB) and IT Asset Management?

Accepted Answer

IT Asset Management provides financial data for CIs in the CMDB. IT Asset Management (ITAM) is a broader practice that tracks the financial, contractual, and lifecycle aspects of assets, while the CMDB focuses on configuration items (CIs) and their relationships to support service delivery. In ITIL 4, ITAM feeds financial and ownership data—such as cost, depreciation, and license status—into the CMDB so that CIs have complete lifecycle context. This integration ensures that configuration records reflect both technical and financial attributes, supporting better decision-making across service value streams.

Answer

The CMDB replaces IT Asset Management

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They are the same practice

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IT Asset Management is a subset of Service Configuration Management

Question 9

An IT team is reviewing the number of incidents resolved on first contact. Which metric is being measured?

Accepted Answer

First Contact Resolution (FCR). First Contact Resolution (FCR) is the metric that specifically measures the percentage of incidents resolved during the initial interaction with the service desk, without requiring escalation or follow-up. The question directly describes this scenario, making B the correct choice.

Answer

Customer Satisfaction Score (CSAT)

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Service Level Agreement (SLA) compliance

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Mean Time to Resolve (MTTR)

Question 10

Which ITIL 4 guiding principle is being applied when a project team reuses existing reporting tools instead of building new ones?

Accepted Answer

Start where you are. The 'Start where you are' guiding principle emphasizes leveraging existing services, processes, and tools before investing in new ones. By reusing existing reporting tools, the project team avoids unnecessary duplication and reduces waste, directly applying this principle to optimize resource utilization.

Answer

Collaborate and promote visibility

Answer

Focus on value

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Progress iteratively with feedback

Question 11

A service desk receives multiple calls about a recurring network issue. According to ITIL 4, what is the FIRST step the team should take?

Accepted Answer

Log each call as an incident. In ITIL 4, an incident is defined as an unplanned interruption to a service or a reduction in the quality of a service. Since the service desk is receiving multiple calls about a recurring network issue, each call represents a user experiencing an unplanned interruption or degradation. The first step is to log each call as an incident to capture the details, restore service as quickly as possible, and then later analyze the recurring nature to potentially raise a problem record. Logging incidents is the immediate action to manage the current impact.

Answer

Raise a problem record

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Create a service request

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Submit a change request

Question 12

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

Accepted Answer

Log an incident to restore the service. In ITIL 4, when users cannot access a service, the first step is to log an incident record to capture the details and initiate the incident management process. The goal of incident management is to restore normal service operation as quickly as possible, so logging the incident is the immediate action before any problem, change, or service request activities.

Answer

Raise a problem record to find the root cause

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Submit a change request to fix the system

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Create a service request for user access

Question 13

Which role in ITIL 4 is responsible for defining requirements and for the approval of service outcomes?

Accepted Answer

Customer. In ITIL 4, the customer is the role that defines the requirements for a service and takes responsibility for the outcomes of service consumption. The customer approves the service outcomes and ensures they meet the agreed-upon requirements. This is distinct from the user, who actually uses the service, and the sponsor, who authorizes the budget.

Answer

User

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Sponsor

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Service provider

Question 14

A company is experiencing a high number of recurring incidents due to a known error in a software application. Which ITIL practice should be used to permanently fix the underlying problem?

Accepted Answer

Problem management. Problem management is the ITIL practice responsible for identifying the root cause of incidents and implementing permanent fixes to prevent recurrence. Since the question describes a known error causing recurring incidents, problem management's role is to analyze the underlying problem and coordinate a permanent resolution, such as a code fix or configuration change.

Answer

Incident management

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Service request management

Answer

Change enablement

Question 15

An organisation decides to outsource its email service to a cloud provider. Which of the following is a risk that is transferred from the consumer to the provider?

Accepted Answer

The provider's email server being compromised by a hacker. When an organization outsources its email service to a cloud provider, the provider assumes operational responsibility for the underlying infrastructure, including server security. The risk of the provider's email server being compromised by a hacker is transferred because the provider must implement and maintain security controls (e.g., firewalls, intrusion detection, patch management) to protect the server. This is a classic example of risk transfer in ITIL 4, where the provider accepts the residual risk associated with the technology they manage.

Answer

The risk of employees misusing the email system

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Users accidentally deleting important emails

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The cost of licensing the email software