ITIL4F Practice Test 38 — 15 Questions

Question 1

Which of the following BEST differentiates a normal change from an emergency change?

Accepted Answer

Normal changes are assessed and approved through standard procedures; emergency changes require urgent handling to avoid business impact. Emergency changes are for urgent situations where delays would cause significant business impact, and they follow an expedited process. Normal changes follow standard assessment and approval.

Answer

Normal changes are always low-risk; emergency changes are high-risk

Answer

Emergency changes are implemented without any approval

Answer

Emergency changes are only used for security incidents

Question 2

An IT team is investigating a recurring network outage. They have identified the root cause as a faulty router configuration. In which phase of Problem Management are they operating?

Accepted Answer

Problem Control. Problem Control is the phase where root cause analysis is performed and the root cause is identified. Problem Identification is the first phase (detecting problems), and Error Control is the phase where known errors are managed and workarounds are created.

Answer

Error Control

Answer

Problem Identification

Answer

Incident Management

Question 3

A service desk wants to improve first contact resolution (FCR) rate. Which practice should be primarily involved in defining and monitoring this metric?

Accepted Answer

Service Desk. Service Desk practice is responsible for FCR and other service desk metrics.

Answer

Problem Management

Answer

Service Level Management

Answer

Incident Management

Question 4

A user contacts the service desk to request a new laptop because their current one is broken. The service desk analyst creates a ticket and arranges for a replacement. According to ITIL 4, what type of record should be raised?

Accepted Answer

Service request. This is a service request because it is a pre-defined, pre-approved request for a standard item (replacement laptop for a broken one).

Answer

Incident record

Answer

Change request

Answer

Problem record

Question 5

A problem has been identified and root cause analysis is underway. According to ITIL 4, which phase of Problem Management is this?

Accepted Answer

Problem control. Problem control involves root cause analysis and resolution.

Answer

Problem identification

Answer

Incident control

Answer

Error control

Question 6

An organization is experiencing repeated incidents due to a software bug. The problem manager has identified the root cause and documented a known error with a workaround. According to ITIL 4, in which phase of problem management are they operating?

Accepted Answer

Error control. Error control is the phase where known errors are managed, workarounds are documented, and resolution is pursued. Problem identification is the first phase, and problem control involves root cause analysis.

Answer

Incident resolution

Answer

Problem identification

Answer

Problem control

Question 7

An IT team discovers a recurring pattern of errors in a financial application. According to ITIL 4, which practice should be initiated to investigate the root cause?

Accepted Answer

Problem Management. Problem Management identifies the root cause of incidents to prevent recurrence.

Answer

Change Enablement

Answer

Service Request Management

Answer

Incident Management

Question 8

Which THREE of the following are phases of the ITIL Continual Improvement Model?

Accepted Answer

What is the vision?. The ITIL Continual Improvement Model includes 7 steps: 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 the momentum going?

Answer

What is the budget?

Answer

Who is responsible?

Question 9

An event indicating that a server's CPU usage has exceeded 90% for 5 minutes is classified as which type?

Accepted Answer

Warning. An event that signals a potential service degradation is a warning event.

Answer

Exception

Answer

Critical

Answer

Informational

Question 10

Which TWO of the following are types of changes in ITIL 4 Change Enablement?

Accepted Answer

Emergency change. Standard and emergency are two of the three change types; normal is the third. Standard is pre-approved, emergency is urgent.

Answer

Problem change

Answer

Service request

Answer

Incident change

Question 11

According to ITIL 4, what is the difference between an SLA and an OLA?

Accepted Answer

SLA is with the customer; OLA is between internal teams. SLA is between provider and customer; OLA is between internal teams to support the SLA.

Answer

SLA is for availability; OLA is for incident response

Answer

SLA is for services; OLA is for underpinning contracts with suppliers

Answer

SLA is mandatory; OLA is optional

Question 12

Which of the following is a difference between a standard change and a normal change?

Accepted Answer

Standard changes are pre-approved and follow a predefined procedure. Standard changes are pre-approved and have a defined procedure; normal changes require assessment and approval by a change authority.

Answer

Normal changes require approval from the CAB, while standard changes do not require any approval

Answer

Standard changes can be implemented without a change request

Answer

Standard changes are always low risk, while normal changes are high risk

Question 13

Which type of change is pre-approved and follows a low-risk, well-defined procedure?

Accepted Answer

Standard change. Standard changes are pre-approved with a defined procedure.

Answer

Service request

Answer

Normal change

Answer

Emergency change

Question 14

What is the PRIMARY purpose of the Incident Management practice?

Accepted Answer

To restore normal service operation as quickly as possible. The primary purpose of Incident Management is to restore normal service operation as quickly as possible and minimise the adverse impact on business operations.

Answer

To fulfil service requests from users

Answer

To manage the lifecycle of all changes

Answer

To find the root cause of incidents

Question 15

Which practice is responsible for managing the lifecycle of hardware and software assets?

Accepted Answer

IT Asset Management. IT Asset Management manages the lifecycle of IT assets. Option C is correct. Service Configuration Management manages configuration items and their relationships. Capacity Management focuses on performance. Supplier Management manages vendors.

Answer

Service Configuration Management

Answer

Supplier Management

Answer

Capacity and Performance Management