ITIL4F Practice Test 43 — 15 Questions

Question 1

Match each ITIL 4 service value chain activity to its description.

Accepted Answer

Plan: Ensures a shared understanding of the vision, current status, and improvement direction. The six service value chain activities are Plan, Improve, Engage, Design & Transition, Obtain/Build, and Deliver & Support. Each has a distinct focus; common confusions involve mixing up the definitions of the latter three.

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Design & Transition: Ensures that service components are available when and where needed

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Obtain/Build: Ensures that services are delivered and supported according to agreed specifications

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Deliver & Support: Ensures that services meet expectations for quality, costs, time to market

Question 2

Which type of change is pre-approved and follows a defined procedure with minimal risk?

Accepted Answer

Standard change. A standard change is pre-approved by the change authority and follows a defined, low-risk procedure. It does not require a separate change advisory board (CAB) meeting for each occurrence, as its risk is well-understood and the implementation steps are documented and repeatable.

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Normal change

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Urgent change

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Emergency change

Question 3

Which of the following BEST describes the difference between an output and an outcome in ITIL 4?

Accepted Answer

An output is a deliverable; an outcome is a result for a stakeholder. In ITIL 4, an output is a tangible or intangible deliverable produced by an activity, such as a report, a configured server, or a completed change request. An outcome, by contrast, is the result for a stakeholder that delivers value, such as improved user productivity or reduced downtime. Option A correctly captures this fundamental distinction between a deliverable (output) and a stakeholder result (outcome).

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An output is always a product; an outcome is always a service

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An output is measured by customer satisfaction; an outcome is measured by performance metrics

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An output is the result of a process; an outcome is the result of a project

Question 4

Which practice involves detecting and classifying events such as informational, warning, and exception?

Accepted Answer

Monitoring and Event Management. The Monitoring and Event Management practice is specifically responsible for detecting and classifying events into categories such as informational, warning, and exception. This practice continuously observes IT services and infrastructure, generating events that are then categorized based on their severity and impact, enabling appropriate responses.

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Incident Management

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Change Enablement

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Service Desk

Question 5

A service desk analyst receives a call from a user who cannot access the network drive. The analyst quickly resets the user's permissions and the issue is resolved. Which ITIL 4 practice is being demonstrated?

Accepted Answer

Incident Management. The analyst resolved an unplanned interruption to a service (network drive access) by restoring normal service operation as quickly as possible. This aligns with the Incident Management practice, which focuses on minimizing the negative impact of incidents by returning to normal service operation. The immediate reset of permissions is a standard incident resolution step, not a planned change or a service request.

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Change Enablement

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Service Request Management

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Problem Management

Question 6

Which THREE of the following are correct descriptions of ITIL 4 guiding principles?

Accepted Answer

Keep it simple and practical: Eliminate steps that do not add value; if in doubt, leave it out.. The 'Keep it simple and practical' guiding principle emphasizes eliminating unnecessary complexity and steps that do not add value. The phrase 'if in doubt, leave it out' directly reflects the principle's focus on avoiding over-engineering and ensuring that processes remain lean and focused on outcomes.

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From manual to automated: Always automate as much as possible to reduce human intervention.

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Design from scratch: Rebuild processes from the ground up to ensure they are modern.

Question 7

Which practice is responsible for negotiating and agreeing service level targets with customers?

Accepted Answer

Service Level Management. Service Level Management (SLM) is the ITIL practice specifically responsible for negotiating, agreeing, and documenting service level targets with customers, typically captured in a Service Level Agreement (SLA). It ensures that measurable targets (e.g., availability, response times) are aligned with business needs and are monitored, reported, and reviewed regularly.

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Supplier Management

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Service Desk

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Business Relationship Management

Question 8

Which ITIL guiding principle states that every activity should be linked to the creation of value for stakeholders?

Accepted Answer

Focus on value. The ITIL guiding principle 'Focus on value' states that everything an organization does should be directly or indirectly linked to creating value for its stakeholders. This principle ensures that all activities, processes, and decisions are evaluated based on the value they deliver to customers, users, and the business, preventing wasted effort on non-value-adding tasks.

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Optimise and automate

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Collaborate and promote visibility

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Start where you are

Question 9

Which THREE of the following are examples of costs that a service consumer may transfer to a service provider?

Accepted Answer

Software licensing fees. Software licensing fees (Option A) are a cost that a service consumer can transfer to a service provider when the provider includes the necessary licenses as part of the service package. In ITIL 4, this is a common utility model where the provider manages the licensing agreements and costs, allowing the consumer to avoid upfront capital expenditure and ongoing compliance overhead. This transfer is typical in SaaS or cloud services where the provider bundles software licenses into the subscription fee.

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Electricity for consumer's own devices

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Marketing of the consumer's products

Question 10

An IT team plans to redesign their service desk processes. They spend considerable time documenting current workflows before proposing changes. Which ITIL guiding principle are they applying?

Accepted Answer

Start where you are. The ITIL guiding principle 'Start where you are' emphasizes analyzing existing processes, services, and capabilities before making changes. By documenting current workflows, the team gains an accurate baseline to identify what works, what doesn't, and what can be reused or improved, avoiding unnecessary rework and ensuring changes are grounded in reality.

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Think and work holistically

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Progress iteratively with feedback

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Keep it simple and practical

Question 11

An IT team is designing a new service. They decide to reuse an existing process rather than creating a new one. Which ITIL guiding principle is being applied?

Accepted Answer

Start where you are. The principle 'Start where you are' advises leveraging existing assets, processes, and capabilities rather than building from scratch. By reusing an existing process for the new service, the team avoids unnecessary rework and reduces risk, directly applying this principle to optimize resource use.

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Focus on value

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Collaborate and promote visibility

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Progress iteratively with feedback

Question 12

A change request to replace a server with a newer model is assessed as low risk and follows a defined procedure. Which type of change should this be classified as in ITIL 4?

Accepted Answer

Standard change. A standard change is a pre-approved, low-risk change that follows a defined procedure, such as replacing a server with a newer model according to a vendor's lifecycle plan. This classification allows the change to be implemented without requiring additional authorization from the change authority, as long as it adheres to the established procedure. The key differentiator is that the risk is assessed as low and the procedure is well-documented and repeatable.

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Service request

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Emergency change

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Normal change

Question 13

An organization wants to improve its change management process. According to ITIL 4, which guiding principle would recommend that the team first analyzes the current change management practices and performance before proposing any changes?

Accepted Answer

Start where you are. 'Start where you are' is the ITIL 4 guiding principle that advises organizations to assess their current state — existing processes, capabilities, and performance — before designing improvements, rather than building from scratch. Analyzing current change management practices and performance before proposing changes is the textbook application of this principle. It prevents reinventing what already works and preserves value already created.

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Progress iteratively with feedback

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Focus on value

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Collaborate and promote visibility

Question 14

Which of the following is a type of change that is pre-approved and follows a defined procedure?

Accepted Answer

Standard change. A standard change is a pre-approved change that follows a defined procedure, such as a low-risk, routine activity like applying a security patch or provisioning a new user account. ITIL 4 defines standard changes as having a documented, repeatable process that does not require additional authorization each time, making option A correct.

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Service request

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Normal change

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Emergency change

Question 15

Which THREE of the following are purposes of the Service Level Management practice?

Accepted Answer

Monitor and report on service levels. Option A is correct because Service Level Management (SLM) continuously monitors and reports on achieved service levels against agreed targets, typically through SLAs, OLAs, and service level reports reviewed in service review meetings. Option C is correct because SLM ensures customer engagement and feedback by capturing customer requirements, expectations, and satisfaction, and using that input to shape and improve services. Option E is correct because negotiating, agreeing, and maintaining SLAs with customers is a core SLM activity, along with ensuring they remain relevant and achievable. Option B is not an SLM purpose because resolving incidents within agreed times is the responsibility of the Incident Management practice, although SLM may define the targets. Option D is not an SLM purpose because managing relationships with suppliers belongs to Supplier Management, even though SLM may rely on underpinning contracts and OLAs.

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Resolve incidents within agreed times

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Manage relationships with suppliers