ITIL4F Practice Test 4 — 10 Questions

Question 1

Refer to the exhibit. A change order to patch a security vulnerability on WebServer01 has been approved. The IT manager is the change authority. During implementation, it is discovered that the patch requires a reboot, which will cause an outage for the OrderApp application. What is the MOST appropriate action?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Inform the IT manager and ask for a decision on whether to proceed.. The change order was approved based on the original scope, which did not include a reboot. The discovery that a reboot is required introduces a new risk (application outage) that was not assessed during the initial approval. The IT manager, as the change authority, must be informed and make a decision on whether to proceed with the change under the new circumstances, in line with the ITIL 4 'change enablement' practice of managing risk and ensuring authorized decisions.

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Escalate to the change advisory board (CAB) for a new approval.

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Proceed with the change as planned, since the change is already approved.

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Cancel the change and request a new one with updated information.

Question 2

An IT department is experiencing frequent service outages due to unauthorized changes. They need to implement controls to manage changes effectively. Which ITIL practice should be prioritized to address this issue?

Accepted Answer

Change enablement. Change enablement is the correct practice because it provides a structured process for assessing, authorizing, and implementing changes to IT infrastructure, directly addressing unauthorized changes that cause service outages. By enforcing a formal change model with defined roles (e.g., Change Manager) and approval gates, it ensures that only authorized, risk-assessed modifications are deployed, preventing the root cause of the outages.

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Incident management

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Service desk

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Problem management

Question 3

A company is reviewing its service management practices and identifies that it lacks a consistent approach to handling known errors. Which practice should be improved to manage known errors effectively?

Accepted Answer

Problem management. Known errors are documented in the Known Error Database (KEDB) and are a key output of problem management. Problem management is responsible for identifying the root cause of incidents and documenting workarounds or permanent fixes as known errors, making option D correct.

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Service level management

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Incident management

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Configuration management

Question 4

A company implements a new monitoring system that sends alerts when server CPU usage exceeds 90%. Which ITIL 4 practice is primarily involved?

Accepted Answer

Monitoring and Event Management. The monitoring system that sends alerts when CPU usage exceeds 90% directly involves detecting and responding to operational events. This is the core function of the Monitoring and Event Management practice, which defines how events (such as threshold breaches) are captured, analyzed, and acted upon. The alert itself is an 'event' in ITIL 4 terms, making this practice primarily responsible.

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Service Desk

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Incident Management

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Capacity and Performance Management

Question 5

A team is designing a new service. They ensure that they have regular feedback sessions with users after each release and plan their work in two-week sprints. Which ITIL 4 guiding principle is being applied?

Accepted Answer

Progress iteratively with feedback. The team is applying the 'Progress iteratively with feedback' guiding principle. By organizing work into two-week sprints and holding regular feedback sessions after each release, they are breaking the service design into manageable iterations and using user feedback to guide subsequent improvements. This aligns with the ITIL 4 principle that emphasizes incremental delivery and continuous learning through feedback loops.

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Collaborate and promote visibility

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Keep it simple and practical

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Start where you are

Question 6

A service improvement team has completed step 5 'Take action' and is now assessing whether the improvements have achieved the desired outcomes. According to the ITIL continual improvement model, which step should the team perform next?

Accepted Answer

Did we get there?. The ITIL continual improvement model consists of seven steps. Step 5 is 'Take action', and step 6 is 'Did we get there?', which involves evaluating whether the implemented improvements achieved the desired outcomes. Since the team has completed step 5 and is now assessing outcomes, they should proceed to step 6, 'Did we get there?', making option A correct.

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How do we keep the momentum going?

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How do we get there?

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Where do we want to be?

Question 7

A company has implemented a new configuration management database (CMDB). Which ITIL practice is most directly supported by an accurate CMDB?

Accepted Answer

Service configuration management. The service configuration management practice is directly responsible for maintaining accurate configuration information, including the CMDB. An accurate CMDB provides the single source of truth for configuration items (CIs) and their relationships, which is the core purpose of this practice. Without a reliable CMDB, the practice cannot fulfill its objective of supporting other ITIL practices with trustworthy data.

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Problem management

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Incident management

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Change enablement

Question 8

Which of the following is a key consideration in the Information and Technology dimension?

Accepted Answer

Information security. In the ITIL 4 Four Dimensions model, the Information and Technology dimension specifically addresses the management of technology infrastructure, applications, and data. Information security is a key consideration here because it governs how data is protected, stored, and transmitted across systems, directly impacting the availability, confidentiality, and integrity of services. Without robust security controls, the technology dimension cannot ensure reliable service delivery.

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Organizational culture

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Supplier contracts

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Process workflows

Question 9

You are the IT service manager for a medium-sized e-commerce company that processes online orders. The company uses a three-tier application architecture: a web server, an application server, and a database server. Recently, the company has been experiencing intermittent service degradation during peak hours (12:00-14:00 and 18:00-20:00), causing slow page loads and occasional timeouts. The monitoring system shows that CPU utilization on the application server spikes to 95% during these periods, while the web server and database server remain below 60%. The incident management team has been opening multiple tickets for the same issue, but each ticket is resolved by restarting the application server, which temporarily restores performance. The problem management team has been assigned to investigate the root cause. They have discovered that a recent software update to the application introduced a memory leak that gradually consumes resources until the server becomes overloaded. The development team has identified a fix but needs two weeks to fully test and deploy it. Meanwhile, the business is losing revenue due to poor performance. Which of the following actions should the problem management team take FIRST?

Accepted Answer

Implement a workaround, such as scheduling a restart of the application server every hour during peak times.. The problem management team should first implement a workaround to restore service and minimize business impact while the permanent fix is being developed. Restarting the application server every hour during peak times directly addresses the memory leak symptom by freeing accumulated memory, preventing CPU saturation at 95% and avoiding timeouts. This aligns with ITIL 4's guidance to apply a workaround as an interim measure when a known error exists and a fix is pending.

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Conduct a root cause analysis to fully understand the memory leak.

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Increase the application server's CPU capacity to handle the load.

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Escalate the incident to the service desk for faster resolution.

Question 10

In a service relationship, who is the service consumer?

Accepted Answer

Anyone who receives the service, including customers, users, and sponsors. The ITIL 4 definition of a service consumer is broad and includes any entity that receives value from a service. This encompasses customers (who authorize payment), users (who interact with the service daily), and sponsors (who fund or approve the service). The service relationship is defined by the co-creation of value, and all three roles are part of the consumer side.

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The organization that provides the service

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Only the person who pays for the service

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The person who uses the service daily