ITIL4F Practice Test 45 — 15 Questions

Question 1

A user contacts the service desk to request a new laptop because their current one is broken. The service desk analyst creates a ticket and arranges for a replacement. According to ITIL 4, what type of record should be raised?

Accepted Answer

Service request. This is a service request because it is a pre-defined, pre-approved request for a standard item (replacement laptop for a broken one).

Answer

Incident record

Answer

Change request

Answer

Problem record

Question 2

What is the difference between utility and warranty in ITIL 4?

Accepted Answer

Utility is about functionality; warranty is about performance and availability. Utility is 'fit for purpose' (does it do what it should?), while warranty is 'fit for use' (is it available, secure, etc.?).

Answer

Utility is about cost; warranty is about quality

Answer

Utility is for customers; warranty is for users

Answer

Utility is provided by the service provider; warranty is provided by the customer

Question 3

Which TWO statements correctly describe the difference between Incident Management and Problem Management?

Accepted Answer

Problem Management includes the use of workarounds from known errors.. Incident Management focuses on restoring service; Problem Management focuses on finding root causes. Problem Management may use workarounds from known errors.

Answer

Problem Management is part of the Service Desk.

Answer

Incident Management is reactive; Problem Management is always proactive.

Answer

Incident Management is only for major incidents.

Question 4

During a major outage, a team implements a temporary workaround to restore service. Which ITIL 4 practice is primarily responsible for this action?

Accepted Answer

Incident Management. Incident Management is responsible for restoring service as quickly as possible, even with a workaround. Option A is correct. Problem Management would later diagnose the root cause. Service Desk may log the incident but the restoration action is Incident Management.

Answer

Problem Management

Answer

Change Enablement

Answer

Service Desk

Question 5

Which metric is MOST appropriate for measuring the effectiveness of the Incident Management practice?

Accepted Answer

Mean Time to Restore Service (MTTR). Mean Time to Restore Service (MTTR) directly measures how quickly service is restored. Option A is correct. FCR is for Service Desk. SLA compliance is for Service Level Management. Number of known errors is for Problem Management.

Answer

Percentage of SLAs met

Answer

Number of known errors

Answer

First Call Resolution (FCR) rate

Question 6

What is the PRIMARY purpose of the Incident Management practice?

Accepted Answer

To restore normal service operation as quickly as possible and minimize business impact. The primary purpose is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations.

Answer

To manage the lifecycle of all changes to IT services

Answer

To find the root cause of incidents and prevent recurrence

Answer

To handle service requests from users in a standardized way

Question 7

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 8

A problem has been identified and root cause analysis is underway. According to ITIL 4, which phase of Problem Management is this?

Accepted Answer

Problem control. Problem control involves root cause analysis and resolution.

Answer

Problem identification

Answer

Incident control

Answer

Error control

Question 9

An organization has a CMDB that contains information about all configuration items (CIs) and their relationships. Which practice is primarily responsible for maintaining this information?

Accepted Answer

Service Configuration Management. Service Configuration Management is responsible for maintaining the CMDB and ensuring accurate CI data. Option B is correct. Option A manages the lifecycle of assets, but the CMDB is focused on configuration. Option C manages services. Option D manages deployments.

Answer

Service Catalog Management

Answer

IT Asset Management

Answer

Deployment Management

Question 10

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST?

Accepted Answer

Log an incident record and attempt to restore service. The first step is to log the incident to initiate the Incident Management process and restore service.

Answer

Submit an emergency change to fix the system

Answer

Raise a problem record to investigate the root cause

Answer

Inform the users that it is a known issue

Question 11

A service desk wants to improve first contact resolution (FCR) rate. Which practice should be primarily involved in defining and monitoring this metric?

Accepted Answer

Service Desk. Service Desk practice is responsible for FCR and other service desk metrics.

Answer

Problem Management

Answer

Service Level Management

Answer

Incident Management

Question 12

What is the PRIMARY purpose of the Incident Management practice?

Accepted Answer

To restore normal service operation as quickly as possible. The primary purpose of Incident Management is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations.

Answer

To manage the lifecycle of all changes

Answer

To find the root cause of incidents

Answer

To ensure that service levels are met

Question 13

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST according to ITIL 4?

Accepted Answer

Log the incident in the IT service management tool. The first step is to log the incident, which captures details and initiates the incident management process.

Answer

Apply a workaround to restore service

Answer

Escalate the issue to the Problem Management team

Answer

Investigate the root cause of the issue

Question 14

A service desk analyst resolves a user's password reset request. According to ITIL 4, what type of record should be closed?

Accepted Answer

Service request. Password resets are pre-approved, routine requests, so they are service requests.

Answer

Problem record

Answer

Incident record

Answer

Change request

Question 15

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

Answer

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

Answer

A problem record, to investigate the root cause of the login failure