ITIL4F Practice Test 38 — 15 Questions

Question 1

A software development team is working on a new feature. Instead of building from scratch, they review existing components and reuse a module from a previous project to save time. Which ITIL 4 guiding principle does this represent?

Accepted Answer

Start where you are. The guiding principle 'Start where you are' emphasizes leveraging existing services, processes, and assets rather than building new ones from scratch.

Answer

Progress iteratively with feedback

Answer

Focus on value

Answer

Collaborate and promote visibility

Question 2

An IT manager is reviewing the processes for handling user requests for new software. The manager notices that the existing process is working well, so only minor adjustments are made. Which ITIL 4 guiding principle is being applied?

Accepted Answer

Start where you are. The principle 'Start where you are' emphasizes leveraging existing services and processes rather than starting from scratch. Adjusting a working process aligns with this principle.

Answer

Focus on value

Answer

Optimize and automate

Answer

Keep it simple and practical

Question 3

What is the purpose of governance in the ITIL 4 Service Value System?

Accepted Answer

To evaluate, direct, and monitor the organization. Governance evaluates, directs, and monitors the organization's activities to align with strategy.

Answer

To replace the service value chain

Answer

To implement all ITIL 4 processes

Answer

To define every practice in detail

Question 4

Which of the following is a component of the ITIL 4 Service Value System?

Accepted Answer

Guiding principles. The SVS components are: Guiding principles, Governance, Service value chain, Practices, and Continual improvement.

Answer

Service level agreements

Answer

Service desk

Answer

Configuration management database

Question 5

An IT service provider is evaluating whether a new cloud-hosting service meets the performance and availability requirements of a customer. Which two service value system components are most directly involved in this assessment?

Accepted Answer

Governance and Warranty. The 'Warranty' aspect of a service addresses whether the service is 'fit for use' (availability, capacity, continuity, security). Governance provides the overall direction and monitoring to ensure requirements are met.

Answer

Guiding principles and Continual improvement

Answer

Service value chain and Practices

Answer

Utility and Warranty

Question 6

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

Accepted Answer

Service value chain. The ITIL SVS includes the service value chain and the guiding principles as core components. Option D (Service portfolio) is a practice output, and Option E (Service level management) is a practice.

Answer

Service portfolio

Answer

Service desk

Answer

Service level management

Question 7

A user requests a new software license for a standard application. The IT team processes this through a pre-defined procedure. What type of change is this?

Accepted Answer

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

Answer

Normal change

Answer

Service request

Answer

Emergency change

Question 8

An IT manager is reviewing the service value chain to identify where to add new monitoring tools. Which value chain activity would be most directly affected?

Accepted Answer

Deliver & support. Deliver & support includes monitoring and managing services in operation, so adding monitoring tools directly affects this activity.

Answer

Design & transition

Answer

Improve

Answer

Plan

Question 9

Which TWO of the following are part of the ITIL 4 Service Value System? (Choose two.)

Accepted Answer

Governance. The SVS includes Governance and Service value chain. Incident management is a practice, and SLAs are not a component.

Answer

Service level agreements

Answer

Configuration management

Answer

Incident management practice

Question 10

A project team is designing a new service. They decide to reuse an existing reporting module instead of building a new one. Which guiding principle is being applied?

Accepted Answer

Start where you are. The guiding principle 'Start where you are' is about using what already exists. Reusing an existing module demonstrates this principle.

Answer

Collaborate and promote visibility

Answer

Focus on value

Answer

Progress iteratively with feedback

Question 11

Which of the following is an output of the service value chain?

Accepted Answer

Products and services. The service value chain transforms inputs into outputs (products and services) which then deliver outcomes. Value is co-created when services are used, not an output itself.

Answer

Opportunity

Answer

Demand

Answer

Value

Question 12

Which ITIL 4 guiding principle is being applied when a team decides to review and use the existing incident management process rather than designing a new one from scratch?

Accepted Answer

Start where you are. 'Start where you are' encourages leveraging existing capabilities and processes before building new ones.

Answer

Progress iteratively with feedback

Answer

Focus on value

Answer

Keep it simple and practical

Question 13

An organisation'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 problem record, to investigate the root cause of the login failure

Answer

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

Answer

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

Question 14

What is the PRIMARY purpose of the 'Plan' value chain activity?

Accepted Answer

To define the vision and direction for the organization. The Plan activity ensures that vision, objectives, and strategies are defined and aligned with organizational goals.

Answer

To ensure services meet agreed performance levels

Answer

To coordinate the resources for building services

Answer

To handle customer requests and feedback

Question 15

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

Accepted Answer

Focus on value. Focus on value, Start where you are, and Keep it simple and practical are correct. 'Reduce silos' and 'Automate everything' are not guiding principles.

Answer

Automate everything

Answer

Reduce silos