ITIL4F Practice Test 42 — 15 Questions

Question 1

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 2

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 3

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 4

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 5

A company is migrating its on-premise infrastructure to a public cloud provider. The IT team is concerned about losing control over data security and wants to ensure the cloud provider meets their security standards. Which dimension of service management is most relevant to this concern?

Accepted Answer

Partners and Suppliers. The Partners and Suppliers dimension covers the relationships and dependencies with external organizations, including cloud providers. When migrating to a public cloud, the IT team's concern about data security and control directly involves the provider's security standards, SLAs, and contractual obligations, making this dimension the most relevant.

Answer

Value Streams and Processes

Answer

Organization and People

Answer

Information and Technology

Question 6

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 7

An IT service desk analyst receives a call from a user who cannot access the CRM system. The user says this happened after a recent password change. What should the analyst do FIRST, according to ITIL 4?

Accepted Answer

Log an incident record and attempt to resolve the access issue. According to ITIL 4, the analyst's first action should be to log an incident record and attempt to resolve the access issue. This aligns with the incident management practice, which prioritizes restoring normal service operation as quickly as possible. The user's inability to access the CRM system after a password change is a clear incident (an unplanned interruption or reduction in quality of an IT service), and the analyst should immediately capture the details and work toward a resolution, such as resetting the password or verifying account synchronization with the identity provider (e.g., Active Directory or LDAP).

Answer

Direct the user to fill out a service request form for password assistance

Answer

Submit a change request to reverse the password change

Answer

Create a problem record to investigate why the password change caused the issue

Question 8

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 9

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

Question 10

What is the PRIMARY role of a Service Desk in ITIL 4?

Accepted Answer

To be the single point of contact between users and IT. The service desk serves as the single point of contact (SPOC) for users to report issues and request services.

Answer

To manage the CMDB

Answer

To approve changes

Answer

To analyse incident trends

Question 11

Which practice involves the negotiation, agreement, and monitoring of service level targets?

Accepted Answer

Service Level Management. Service Level Management is responsible for defining, negotiating, and monitoring SLAs to ensure service quality meets agreed levels.

Answer

Supplier Management

Answer

Incident Management

Answer

Service Desk

Question 12

What is the purpose of service management in ITIL 4?

Accepted Answer

To enable value co-creation through the use of services. The purpose of service management in ITIL 4 is to enable value co-creation through the use of services. This is a core principle of the ITIL 4 framework, which shifts focus from managing IT resources to facilitating outcomes that matter to customers and stakeholders. By aligning services with business needs, service management ensures that every activity, process, and resource contributes to generating value for both the service provider and the consumer.

Answer

To manage service desk operations

Answer

To manage IT infrastructure and reduce costs

Answer

To implement ITIL best practices

Question 13

Which TWO of the following are differences between Incident Management and Problem Management?

Accepted Answer

Incident Management aims to restore service as soon as possible, while Problem Management aims to identify the root cause. Option B is correct because Incident Management is oriented toward quickly restoring normal service (often via workarounds to meet SLAs), whereas Problem Management is oriented toward finding and eliminating the root cause of one or more incidents to prevent recurrence. Option C is correct because Incident Management handles individual disruptions as discrete events, while Problem Management analyzes multiple incidents to detect underlying patterns and systemic causes. Option A is wrong because Problem Management is typically triggered by recurring or major incidents (and by proactive analysis), not by changes; changes are handled by Change Management. Option D is wrong because Incident Management is not limited to the service desk—technical and support teams also resolve incidents—and Problem Management is not exclusively performed by technical teams. Option E is wrong because Incident Management does use workarounds to restore service quickly; in fact, workarounds are a standard incident-handling technique, while Problem Management seeks permanent fixes.

Answer

Incident Management is triggered by events, while Problem Management is triggered by changes

Answer

Incident Management is performed by the service desk only, while Problem Management is performed by technical teams

Answer

Incident Management does not use workarounds, while Problem Management does

Question 14

A service desk analyst resolves an incident by providing a workaround from the Known Error Database. According to ITIL 4, this activity is part of which practice?

Accepted Answer

Incident Management. Incident Management is the practice responsible for managing the lifecycle of all incidents, including resolving them, often by applying workarounds from the Known Error Database. The Known Error Database is maintained by Problem Management, but the act of resolving an incident using a workaround is part of Incident Management. Problem Control and Error Control are activities within Problem Management, not separate practices. Service Request Management handles requests, not incidents.

Answer

Problem Control

Answer

Error Control

Answer

Service Request Management

Question 15

What is the difference between an output and an outcome in ITIL 4?

Accepted Answer

Outputs are deliverables; outcomes are results achieved by stakeholders. In ITIL 4, an output is a tangible or intangible deliverable produced by an activity, such as a report or a software build. An outcome is the result achieved by a stakeholder through the use of that output, such as improved efficiency or reduced risk. Option B correctly captures this distinction: outputs are deliverables, while outcomes are the results that matter to stakeholders.

Answer

Outputs are results; outcomes are activities

Answer

There is no difference; the terms are interchangeable

Answer

Outputs are always physical; outcomes are always intangible