ITIL4F Practice Test 39 — 15 Questions

Question 1

An organization wants to improve its service desk performance. Which metric would best indicate that the service desk is effectively restoring service?

Accepted Answer

Mean Time to Restore Service (MTRS). Mean Time to Restore Service (MTRS) directly measures the average time taken to fully restore a service after a failure, making it the best metric for assessing how effectively the service desk restores service. ITIL 4 defines MTRS as the elapsed time from when a service fails to when it is fully restored, including diagnosis, repair, and verification. A lower MTRS indicates faster restoration, which is the core objective of incident management.

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Customer satisfaction score

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Number of tickets closed per agent

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First Call Resolution (FCR) rate

Question 2

Which ITIL management practice is responsible for managing the lifecycle of all IT assets?

Accepted Answer

IT Asset Management. IT Asset Management (ITAM) is the ITIL 4 practice specifically responsible for planning, managing, and controlling the lifecycle of all IT assets, including hardware, software, and digital assets. It ensures assets are accounted for, financially optimized, and compliant with policies from acquisition through disposal. This practice directly aligns with the question's focus on lifecycle management of all IT assets.

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Supplier Management

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Service Catalog Management

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Service Configuration Management

Question 3

Which ITIL 4 dimension ensures that the service is delivered in a way that meets the needs of all stakeholders?

Accepted Answer

All four dimensions together. The ITIL 4 framework explicitly states that all four dimensions—Organizations and People, Information and Technology, Partners and Suppliers, and Value Streams and Processes—must work together to ensure a service meets stakeholder needs. No single dimension can guarantee this; for example, even with perfect technology, poor processes or misaligned people will cause failure. The question's phrasing 'ensures that the service is delivered in a way that meets the needs of all stakeholders' directly aligns with the holistic, interdependent nature of the four dimensions.

Answer

Organizations and People

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Value Streams and Processes

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Information and Technology

Question 4

A company provides a training service that includes course materials and instructor-led sessions. Participants gain new skills. Which two ITIL 4 concepts differentiate the deliverables from the results?

Accepted Answer

Output and outcome. In ITIL 4, an output is a tangible or intangible deliverable (e.g., course materials and instructor-led sessions), while an outcome is the result achieved for stakeholders (e.g., participants gaining new skills). Option B correctly identifies this distinction: the training service's deliverables are outputs, and the resulting skill acquisition is the outcome.

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Cost and risk

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Product and service

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Utility and warranty

Question 5

A software company is using ITIL 4 to improve its incident management process. Currently, incidents are resolved but often require significant rework, leading to delays. Which practice should the company focus on to address this issue?

Accepted Answer

Problem Management. Problem Management (D) is the correct practice because the issue of recurring rework and delays indicates underlying root causes that are not being addressed. Problem Management focuses on identifying and eliminating the root causes of incidents, which reduces the need for rework and prevents future incidents, directly improving efficiency.

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Change Enablement

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Incident Management

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Service Desk

Question 6

Which TWO of the following are types of change in ITIL 4?

Accepted Answer

Normal change. In ITIL 4, changes are categorized by how they are authorized and scheduled, and the two recognized types among the options are the normal change (B) and the standard change (E). A normal change (B) is correct because it is a change that must be assessed, authorized, and scheduled through the change control practice, typically following a defined workflow such as the change advisory board (CAB) review. A standard change (E) is correct because it is a pre-authorized, low-risk, routine change with a documented procedure that does not require additional authorization each time it is implemented. The other options do not belong: urgent change (A) and planned change (D) are not ITIL 4 change types but rather descriptors or legacy terms, and routine change (C) is not an ITIL 4 category — routine work is handled as standard changes or service requests, not as a separate change type.

Answer

Urgent change

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Routine change

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Planned change

Question 7

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

Accepted Answer

Guiding principles. The ITIL 4 Service Value System (SVS) is composed of five core components: guiding principles, governance, the service value chain, practices, and continual improvement. Option A (Guiding principles) is correct because the guiding principles are one of the SVS components, providing recommendations that guide an organization in all circumstances. Option C (Service value chain) is correct because the service value chain is the central operating model of the SVS, defining six key activities (plan, improve, engage, design and transition, obtain/build, and deliver and support) that convert inputs into outputs. Option E (Governance) is correct because governance is an explicit SVS component, directing and controlling the organization through evaluation, direction, and monitoring. Option B (ITIL maturity model) is not part of the ITIL 4 SVS; maturity assessments are not one of its five components. Option D (Service catalogue) is not an SVS component either; a service catalogue is a practice/tool-level artifact within service management, not a structural element of the SVS.

Answer

ITIL maturity model

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Service catalogue

Question 8

Which of the following is an example of an output, as defined in ITIL 4?

Accepted Answer

A monthly performance report generated by the IT system. An output, as defined in ITIL 4, is a tangible, deliverable result produced by an activity or process. A monthly performance report is a concrete, measurable artifact generated by the IT system, which aligns with the ITIL 4 definition of an output as something that is directly produced, not an outcome or benefit.

Answer

Reduction in average incident resolution time

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Improved user satisfaction after a system upgrade

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Increased revenue from a new service

Question 9

Which ITIL guiding principle states that 'nothing should be done unless it adds value for the stakeholders'?

Accepted Answer

Focus on value. The 'Focus on value' guiding principle is correct because it explicitly states that every activity, process, or service should deliver measurable value to stakeholders, including customers and users. In ITIL 4, this principle ensures that all improvements and operations are aligned with business outcomes, preventing wasteful efforts that do not contribute to perceived or actual value.

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Optimise and automate

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Collaborate and promote visibility

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Keep it simple and practical

Question 10

Which TWO of the following are key components of the ITIL 4 Service Value System (SVS)?

Accepted Answer

Continual improvement. The ITIL 4 Service Value System (SVS) is composed of five core components: guiding principles, governance, the service value chain, practices, and continual improvement. Option A (Continual improvement) is correct because it is one of these five components, representing the recurring organizational activity performed at all levels to ensure performance continually meets stakeholders' expectations. Option B (Guiding principles) is correct because recommendations that can guide an organization in all circumstances are a foundational component of the SVS, supporting decision-making and improvement across the value chain. Option C (ITIL Maturity Model) is incorrect because it is a separate assessment tool used to evaluate an organization's ITIL practices, not a component of the SVS. Option D (Value) is incorrect because value is the perceived benefits, usefulness, and importance of something—the outcome the SVS is designed to co-create—not a structural component of the SVS itself. Option E (The Deming Cycle or Plan-Do-Check-Act) is incorrect because PDCA is a continual improvement model referenced within ITIL 4, not one of the five SVS components.

Answer

ITIL Maturity Model

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Value

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The Deming Cycle (Plan-Do-Check-Act)

Question 11

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

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Problem Identification, Error Control, Problem Control

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Error Control, Problem Control, Problem Identification

Question 12

Which component of the ITIL 4 Service Value System is responsible for providing guidance on how the organization should direct its efforts?

Accepted Answer

Governance. Governance is the component of the ITIL 4 Service Value System (SVS) that evaluates, directs, and monitors the organization's activities. It provides the framework for decision-making and ensures that the organization's efforts are aligned with its strategic objectives and stakeholder needs. Without governance, there would be no authoritative guidance on how to prioritize or steer service management activities.

Answer

Service value chain

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Guiding principles

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Practices

Question 13

According to ITIL 4, which of the following is NOT one of the four dimensions of service management?

Accepted Answer

Governance. The ITIL 4 framework defines exactly four dimensions of service management: Organizations and People, Information and Technology, Partners and Suppliers, and Value Streams and Processes. Governance is not a dimension; it is a separate component of the ITIL 4 service value system (SVS) that provides the means for directing and controlling the organization. Therefore, option C is correct because it is the only listed item that does not belong to the four dimensions.

Answer

Partners and Suppliers

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Organizations and People

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Information and Technology

Question 14

A service provider wants to ensure that the IT services meet agreed levels of performance and availability. Which practice should they use to negotiate and agree on targets with customers?

Accepted Answer

Service Level Management. Service Level Management is the ITIL practice responsible for negotiating, agreeing, and documenting service level targets with customers, ensuring that IT services meet agreed performance and availability levels. This practice defines, monitors, and reports on Service Level Agreements (SLAs) that specify measurable targets such as uptime percentages and response times. Without Service Level Management, there is no formal mechanism to align customer expectations with actual service delivery.

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Availability Management

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Supplier Management

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Capacity and Performance Management

Question 15

What is the primary focus of the Continual Improvement practice?

Accepted Answer

To align IT services with the changing needs of the business and improve them over time. The Continual Improvement practice is focused on aligning IT services with evolving business needs and systematically improving them over time. This involves identifying improvement opportunities, prioritizing them, and implementing changes to enhance service value, efficiency, and effectiveness. It is not about reactive fixes or asset lifecycle management, but about proactive, iterative enhancement.

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To manage the lifecycle of IT assets

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To restore normal service operation as quickly as possible

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To monitor and manage events in the IT infrastructure