ITIL4F Practice Test 48 — 15 Questions

Question 1

Which TWO of the following scenarios best illustrate the principle 'Progress iteratively with feedback'?

Accepted Answer

Collecting user feedback after each sprint and adjusting the backlog accordingly. Option C is correct because collecting user feedback after each sprint and adjusting the backlog accordingly directly embodies the principle of progressing iteratively with feedback: work is delivered in small increments, and the feedback loop is used to refine subsequent work. Option D is correct because splitting a large software release into several smaller, incremental releases is the essence of iterative progress, allowing value to be delivered and validated in stages rather than in one big-bang delivery. Option A does not belong because assessing current tools and processes before introducing new ones is about understanding the current state and preparing for change, not about iterative delivery with feedback. Option B does not belong because involving all relevant stakeholders in planning a major change is about collaboration and communication, not specifically about iterating with feedback. Option E does not belong because automating repetitive manual tasks is an efficiency improvement, not an illustration of iterative progress with feedback.

Answer

Assessing the current tools and processes before introducing new ones

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Involving all relevant stakeholders in the planning of a major change

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Automating repetitive manual tasks to improve efficiency

Question 2

After a major incident, the Problem Management team identifies a known error and documents a workaround. According to ITIL 4, which practice is responsible for ensuring the workaround is implemented to restore service?

Accepted Answer

Incident Management. In ITIL 4, Incident Management is the practice responsible for restoring normal service operation as quickly as possible, and applying a documented workaround is a standard incident resolution technique. Problem Management identifies the root cause and documents the known error and workaround, but it is Incident Management that executes the workaround to restore service. Change Enablement and Service Request Management do not own service restoration during an active incident.

Answer

Change Enablement

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Problem Management

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Service Request Management

Question 3

A service desk team is overwhelmed by repeated incidents caused by a known software bug that the vendor has not yet patched. The IT manager wants to reduce the number of incidents without waiting for the vendor. Which ITIL practice would directly help in reducing the impact of this known issue?

Accepted Answer

Create a known error record in Problem Management and provide a workaround. Problem Management creates known error records when a root cause is identified but not yet permanently resolved. The known error record documents the bug and, critically, includes a documented workaround that the service desk can apply to restore service quickly, reducing incident impact and volume. This directly addresses the situation without waiting for the vendor patch.

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Renegotiate service level targets with the customer in Service Level Management

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Implement a faster incident resolution process in Incident Management

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Submit a change request to Change Enablement to replace the software

Question 4

A user calls the service desk to request a new laptop because their current one is slow. According to ITIL 4, how should this be categorized?

Accepted Answer

Service request. According to ITIL 4, a service request is a user-initiated request for something to be provided, such as information, advice, a standard change, or access to a service. Requesting a new laptop because the current one is slow is a standard request for equipment, not a failure of an existing service. Therefore, it should be categorized as a service request.

Answer

Change request

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Incident

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Problem

Question 5

What is the PRIMARY purpose of Monitoring and Event Management in ITIL 4?

Accepted Answer

To detect and respond to events that occur in the IT infrastructure. The primary purpose of Monitoring and Event Management in ITIL 4 is to systematically observe IT infrastructure components and services, detect any change of state (an event), and trigger appropriate responses. This practice ensures that both normal operational events (e.g., a scheduled backup completion) and exceptions (e.g., a server CPU threshold breach) are captured and acted upon, forming the foundation for proactive service management.

Answer

To manage service requests from users

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To manage the lifecycle of all problems

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To restore normal service operation as quickly as possible

Question 6

A user requests new software that is already pre-approved in the service catalogue. The service desk team handles this request following a defined, automated workflow. According to ITIL 4, what type of record should be created?

Accepted Answer

Service request record. A service request record should be created for a user request for pre-approved software that follows a defined workflow. In ITIL 4, service requests are a normal part of service delivery, handled through the service request management practice, and are distinct from incidents and changes. Since the software is pre-approved and the workflow is automated, it qualifies as a service request.

Answer

Problem record

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Normal change record

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Incident record

Question 7

Which statement BEST distinguishes a service request from an incident?

Accepted Answer

Service requests are pre-defined and pre-approved, while incidents are unplanned service disruptions. A service request is a pre-defined, pre-approved user request such as a password reset, software installation, or information request, handled through the request fulfillment practice. An incident is an unplanned interruption or degradation of a service, handled through the incident management practice. This distinction is the defining difference between the two.

Answer

Incidents are only technical issues, while service requests are for information

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Service requests always require a change, while incidents never do

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Service requests are not logged, while incidents are always logged

Question 8

A bank is using a cloud-based accounting software. The software provider ensures 99.9% uptime and data encryption. Which ITIL 4 concept is represented by the uptime guarantee?

Accepted Answer

Warranty. In ITIL 4, warranty refers to the assurance that a service will meet its agreed requirements — including availability, capacity, security, and continuity. A 99.9% uptime guarantee is a warranty commitment, as it defines the level of assurance the provider offers. Utility, by contrast, is about the functionality the service provides (what it does), while warranty is about how well it performs.

Answer

Service relationship

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Utility

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Outcome

Question 9

An IT department is implementing a new change management process. They decide to categorize changes as standard, normal, or emergency. What is the PRIMARY reason for this categorization?

Accepted Answer

To balance the need for speed with the need for risk assessment. The primary reason for categorizing changes as standard, normal, or emergency is to balance the need for speed with the need for risk assessment. Standard changes are pre-approved and low-risk, normal changes require assessment and approval, and emergency changes are fast-tracked with retrospective assessment. This categorization allows appropriate control based on risk and urgency.

Answer

To assign different change managers to each category

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To ensure all changes follow the same approval path

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To comply with regulatory requirements

Question 10

An organization is implementing a new IT service management tool. According to ITIL 4, which practice would be primarily responsible for ensuring that the tool's performance meets the agreed demand?

Accepted Answer

Capacity and Performance Management. Capacity and Performance Management is the ITIL 4 practice that ensures services, including supporting tools, meet current and future demand in a cost-effective manner. It involves sizing, monitoring, and optimizing resources to meet performance requirements as defined in service level agreements. Since the question asks about ensuring the tool's performance meets agreed demand, this practice is directly responsible. It works by forecasting demand, planning capacity, and managing performance to prevent bottlenecks.

Answer

Service Configuration Management

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Monitoring and Event Management

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Availability Management

Question 11

Which practice is responsible for ensuring that a service can meet current and future capacity demands?

Accepted Answer

Capacity and Performance Management. Capacity and Performance Management is the ITIL 4 practice whose purpose is to ensure that services achieve the agreed and expected performance, and that they satisfy current and future demand in a cost-effective way. It covers both the sizing of resources (capacity) and the responsiveness of services (performance), including forecasting future demand. The other practices address monitoring, asset tracking, or availability, not capacity forecasting.

Answer

Monitoring and Event Management

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IT Asset Management

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Availability Management

Question 12

An IT team is investigating recurring network outages. They identify the root cause as a faulty switch and record the issue as a known error with a workaround. Which ITIL 4 practice is being applied?

Accepted Answer

Problem Management. Problem management is the ITIL 4 practice responsible for managing the lifecycle of problems, including identifying root causes, recording known errors, and documenting workarounds. Investigating recurring outages, finding a faulty switch as the root cause, and logging a known error with a workaround are textbook problem management activities. Incident management would only restore service, not investigate the underlying cause.

Answer

Supplier Management

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Service Desk

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Incident Management

Question 13

A service provider is designing a new service. According to ITIL 4, why is it important to consider all four dimensions?

Accepted Answer

To avoid unbalanced service management that may lead to failure. ITIL 4 defines four dimensions — organizations and people, information and technology, partners and suppliers, and value streams and processes — that must all be considered when designing and managing services. If any dimension is neglected, the resulting service management system becomes unbalanced and is likely to fail or underperform. The purpose is holistic balance, not speed, cost, or regulatory compliance alone.

Answer

To ensure the service is delivered as quickly as possible

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To meet regulatory requirements only

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To reduce the cost of service delivery

Question 14

An organization monitors IT systems and detects an event indicating that a disk is 80% full. According to ITIL 4, what type of event is this?

Accepted Answer

Warning event. In ITIL 4, a warning event is an event that indicates a threshold has been reached or a condition that could lead to an incident if not addressed. A disk being 80% full is a typical example of a warning event because it signals a potential issue that requires attention but is not yet a failure. It is not an error or exception because the system is still operational.

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Informational event

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Exception event

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Error event

Question 15

An organization is implementing a new monitoring tool. Which type of event should trigger an immediate response from the IT team?

Accepted Answer

Exception event. Exception events indicate that a service or component has deviated from its normal or expected operation — for example, a server going down, a disk failing, or a process crashing. Because they signal an actual fault or breach of an operational threshold, ITIL 4 service management designates them as requiring immediate investigation and response. Scheduled events (e.g., backups, batch jobs) and informational events are expected and logged for reference, while warning events indicate a potential issue that may need attention but not necessarily an immediate reaction.

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Scheduled event

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Warning event

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Informational event