ITIL4F Practice Test 45 — 15 Questions

Question 1

A security breach forces an organization to take immediate action to contain the threat. The change is implemented without prior approval due to urgency. According to ITIL 4, which change type is this?

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

Accepted Answer

Emergency change. According to ITIL 4, an emergency change is one that must be implemented as soon as possible, often without going through the full normal change authorization process, typically to resolve a major incident or security breach. The scenario describes a change implemented without prior approval due to urgency, which matches the definition of an emergency change.

Answer

Standard change

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Incident Management

Answer

Normal change

Question 2

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 the ITIL 4 practice whose purpose is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Implementing a temporary workaround during a major outage is the textbook definition of incident resolution, even though the underlying root cause is not yet addressed.

Answer

Problem Management

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Change Enablement

Answer

Service Desk

Question 3

A customer requests a new software installation that is listed in the service catalogue. According to ITIL 4, this should be handled as a:

Accepted Answer

Service request. According to ITIL 4, a service request is a formal request from a user for something to be provided, such as a new software installation, password reset, or information. Service requests are a normal part of service delivery and are handled through the request management practice, not incident management. Since the software is already listed in the service catalogue, it is a pre-approved, standard request, making it a service request.

Answer

Incident

Answer

Problem

Answer

Emergency change

Question 4

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

Accepted Answer

Log an incident and categorize it appropriately. According to ITIL 4, the first step in incident management is to log the incident and categorize it appropriately. This ensures the incident is recorded, can be tracked, and is routed to the correct support team. Logging is foundational before any investigation, escalation, or resolution activities. This aligns with the incident management practice's workflow.

Answer

Investigate the root cause of the access issue

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Submit a change request to modify the CRM system

Answer

Create a service request for the users to regain access

Question 5

A monitoring tool detects that a server's CPU usage has exceeded 90% for 10 minutes. According to ITIL 4, this event is classified as which type?

Accepted Answer

Warning. In ITIL 4 event management, events are classified by significance: informational events are routine notifications, warnings indicate a threshold has been approached or exceeded but service is not yet critically impacted, and exceptions indicate a service has failed or breached a critical threshold. A CPU exceeding 90% for 10 minutes is a threshold breach that signals potential degradation but not yet a service failure, which maps to a warning. Critical is not a standard ITIL 4 event classification — ITIL uses informational, warning, and exception.

Answer

Exception

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Critical

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Informational

Question 6

A user requests a new laptop for an employee who has just joined the company. According to ITIL 4, how should this request be classified?

Accepted Answer

A service request. A new-hire laptop request is a standard, pre-approved, low-risk request for something the user is entitled to — that is the definition of a service request in ITIL 4. Service requests are handled through the Service Request Management practice and are typically fulfilled via a predefined workflow, not through incident or change management.

Answer

An emergency change

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A problem

Answer

An incident

Question 7

In the context of ITIL 4, which activity is part of Problem Management but NOT part of Incident Management?

Accepted Answer

Conducting root cause analysis. Root cause analysis is the defining activity of Problem Management: it seeks to identify and eliminate the underlying cause of one or more incidents. Incident Management focuses on restoring service quickly, often through workarounds, and does not own the deeper causal investigation. This makes root cause analysis the activity unique to Problem Management.

Answer

Applying workarounds to restore service

Answer

Logging and categorizing issues

Answer

Escalating issues to higher-level support

Question 8

A project team is designing a new service. They decide to reuse an existing reporting module instead of building a new one. Which guiding principle is being applied?

Accepted Answer

Start where you are. 'Start where you are' means don't rebuild from scratch when something usable already exists — reuse what you have rather than discarding it. Reusing the existing reporting module instead of building a new one is the textbook application of this principle, because the team is leveraging current assets, processes, and capabilities before investing in new development.

Answer

Collaborate and promote visibility

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Focus on value

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Progress iteratively with feedback

Question 9

A user requests a new software installation that is already approved and listed in the service catalogue. According to ITIL 4, how should this request be classified?

Accepted Answer

As a service request. According to ITIL 4, a service request is a request from a user that is a normal part of service delivery and is not an incident or a change. Since the software installation is already approved and listed in the service catalogue, it is a pre-approved, standard request that can be fulfilled through the service request management practice. Therefore, it should be classified as a service request.

Answer

As an incident

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As a normal change

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As an emergency change

Question 10

Which of the following is a key metric for the Service Desk practice?

Accepted Answer

First Call Resolution (FCR) rate. First Call Resolution (FCR) rate is a key metric for the Service Desk practice because it measures the percentage of incidents resolved during the first contact, reflecting the efficiency and effectiveness of the service desk. Other metrics like SLA compliance or MTTR are broader and not specific to the Service Desk's first-contact capability.

Answer

Percentage of changes implemented successfully

Answer

Service level agreement (SLA) compliance

Answer

Mean Time to Restore Service (MTTR)

Question 11

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 the ITIL 4 practice responsible for ensuring that accurate and reliable information about configuration items (CIs) and their relationships is available when and where it is needed — including maintaining the CMDB. It covers the collection, storage, and ongoing accuracy of CI data throughout the service lifecycle.

Answer

Service Catalog Management

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IT Asset Management

Answer

Deployment Management

Question 12

During a major incident, a temporary workaround is implemented to restore service. Which ITIL 4 practice is responsible for documenting this workaround and managing it until a permanent solution is available?

Accepted Answer

Problem Management. Problem Management is responsible for documenting workarounds and managing known errors until a permanent solution is implemented. Incident Management focuses on restoring service quickly, often using workarounds, but Problem Management owns the workaround documentation and root cause resolution.

Answer

Service Level Management

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Change Enablement

Answer

Incident Management

Question 13

A user calls the service desk to report that they cannot access a shared folder. The analyst resolves the issue by resetting the folder permissions. Which practice is being performed?

Accepted Answer

Incident Management. Incident Management is correct because the user experienced an unplanned interruption to an IT service (inability to access a shared folder), and the service desk's immediate action to restore access by resetting permissions is the core of incident resolution. The focus is on restoring normal service operation as quickly as possible, not on identifying the root cause or managing a planned change. Resetting permissions is a standard incident resolution technique when access is broken unexpectedly.

Answer

Change Enablement

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Service Request Management

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Problem Management

Question 14

An organization is reviewing its IT service management practices. They find that the same recurring incident is being logged multiple times without investigation. Which practice should address this to prevent recurrence?

Accepted Answer

Problem Management. Problem Management is responsible for identifying the root cause of recurring incidents and implementing permanent solutions to prevent recurrence. Incident Management focuses on restoring service quickly, while Change Enablement handles changes. Service Desk is the entry point but does not investigate root causes.

Answer

Change Enablement

Answer

Incident Management

Answer

Service Desk

Question 15

Which document defines the level of service expected between a service provider and a customer?

Accepted Answer

Service Level Agreement (SLA). A Service Level Agreement (SLA) is a formal document that defines the level of service expected between a service provider and a customer, including metrics like uptime, response times, and penalties for non-compliance. It is the primary contractual agreement for service expectations.

Answer

Service catalogue

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Operational Level Agreement (OLA)

Answer

Underpinning Contract (UC)