ITIL4F Practice Test 49 — 15 Questions

Question 1

An organization wants to improve the user experience for password reset requests. Currently, users call the service desk for each password reset, resulting in high call volume. According to ITIL 4, which practice should be applied to streamline this process?

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

Accepted Answer

Service Request Management, by offering a self-service password reset option through the service catalogue. A password reset is a routine, pre-approved request from a user, which ITIL 4 classifies as a service request handled by the Service Request Management practice. Publishing a self-service password reset option in the service catalogue lets users resolve the need without contacting the service desk, directly reducing call volume. This aligns with ITIL 4's emphasis on value co-creation and shifting work to self-service where appropriate.

Answer

Incident Management, because password reset is a disruption

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Problem Management, to find the root cause of forgotten passwords

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Change Enablement, because resetting a password changes the user account

Question 2

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. A password reset is a standard, pre-approved request from a user, which ITIL 4 classifies as a service request. Service requests are handled through the Service Request Management practice, not Incident Management. Since the request is not an unplanned interruption or degradation, it should be logged and closed as a service request record.

Answer

Problem record

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Incident record

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Change request

Question 3

An organization has an SLA that specifies a response time of 4 hours for priority 2 incidents. The IT team also has an OLA with the network team to resolve network-related incidents within 2 hours. According to ITIL 4, what is the relationship between the SLA and the OLA?

Accepted Answer

The OLA supports the SLA by ensuring internal teams meet their commitments.. An Operational Level Agreement (OLA) is an internal agreement between teams within the same organization that supports the delivery of services to meet an SLA. In this case, the OLA with the network team (2-hour resolution) supports the SLA commitment (4-hour response for priority 2 incidents) by ensuring internal dependencies are met. The OLA is a building block that enables the SLA to be achieved.

Answer

The OLA is a contract with an external supplier, while the SLA is with internal customers.

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The OLA and SLA are independent and have no relationship.

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The SLA is more important than the OLA, so the OLA can be ignored if needed.

Question 4

An IT service desk analyst receives a call that users cannot access the CRM system. The analyst verifies the issue and suspects it may be related to a recent change. What should the analyst do FIRST according to ITIL 4?

Accepted Answer

Log an incident record and begin initial diagnosis. According to ITIL 4, the first step in Incident Management is to log the incident record and begin initial diagnosis, ensuring the issue is captured, categorized, and investigated before any action is taken. Reversing a change or escalating to problem management without logging and diagnosing would violate the practice's workflow. Logging creates the audit trail and enables prioritization, communication, and tracking.

Answer

Immediately reverse the recent change

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Create a service request to restore access

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Log a problem record to investigate the root cause

Question 5

What is the PRIMARY purpose of the 'Plan' value chain activity in the ITIL 4 service value chain?

Accepted Answer

To ensure a shared understanding of the vision, current status, and improvement direction. The Plan value chain activity in ITIL 4 ensures a shared understanding of the vision, current status, and improvement direction across the organization. It aligns strategy, tactics, and operations by creating a common view of where the organization is going and how it will get there. This shared understanding is the primary purpose of Plan.

Answer

To ensure services are delivered and supported according to agreed levels

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To ensure continual improvement of products, services, and practices

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To ensure stakeholder engagement and understanding of the organization's needs

Question 6

An e-commerce company experiences a slowdown in its website during a flash sale. The slowdown is not a complete outage. According to ITIL 4, how should this be classified?

Accepted Answer

An incident, because the service is degraded. In ITIL 4, an incident is defined as an unplanned interruption to a service or a reduction in the quality of a service. A website slowdown during a flash sale is a degradation of service quality, not a full outage, so it still qualifies as an incident. The focus of Incident Management is to restore normal service operation as quickly as possible, which applies here even though the service is only partially degraded.

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A problem, because there may be a root cause

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A service request, to increase capacity

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A normal change, to add more servers

Question 7

A service desk receives multiple reports of a recurring network issue. Analysts restore service each time by rebooting a router. According to ITIL 4, what should happen next?

Accepted Answer

Raise a problem record to identify the root cause. ITIL 4 separates incident management (restore service quickly) from problem management (find and eliminate root cause). When the same incident recurs and a workaround is repeatedly applied, the correct next step is to raise a problem record so the underlying cause can be investigated. This prevents recurring disruption and reduces the workload on the service desk.

Answer

Log a service request for network monitoring

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Close the incidents as resolved

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Submit a change request to replace the router

Question 8

Which TWO of the following are typical metrics for a Service Desk?

Accepted Answer

Customer Satisfaction Score (CSAT). Customer Satisfaction Score (CSAT) (option B) is a typical Service Desk metric because it directly measures user perception of the support experience after each interaction, making it a core indicator of service quality. First Contact Resolution (FCR) (option D) is also a standard Service Desk metric, as it tracks the percentage of incidents resolved during the initial contact without escalation or callback, reflecting the desk's efficiency and effectiveness. Option A (Number of known errors) is a problem management metric, not a Service Desk performance metric. Option C (Mean Time to Repair, MTTR) is typically associated with incident or technical resolution performance at a support tier or engineering level rather than the Service Desk itself. Option E (Percentage of changes that are emergency) is a change management metric, not a Service Desk metric.

Answer

Number of known errors

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Mean Time to Repair (MTTR)

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Percentage of changes that are emergency

Question 9

A company has an agreement with a supplier to provide 99.9% availability for a cloud service. This agreement is documented in a contract that is reviewed annually. According to ITIL 4, which type of agreement is this?

Accepted Answer

Underpinning Contract (UC). An Underpinning Contract (UC) is a legally binding agreement between a service provider and an external supplier that supports the delivery of services to the customer. Since the agreement is with a supplier for a cloud service and is documented in a contract reviewed annually, it fits the ITIL 4 definition of a UC. UCs underpin SLAs by ensuring external dependencies meet required service levels.

Answer

Service Level Target (SLT)

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Operational Level Agreement (OLA)

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Service Level Agreement (SLA)

Question 10

An IT department is considering replacing a critical server. According to ITIL 4, which type of change should be used if the replacement involves a new, untested model and requires a full risk assessment?

Accepted Answer

Normal change. A normal change is used for changes that are not pre-authorized and require a full risk assessment and approval process. Since the server replacement involves a new, untested model, it carries significant risk and cannot be classified as a standard change (which is pre-approved and low-risk) or an emergency change (which is for urgent, unplanned changes). A service request is for routine user requests, not infrastructure changes. Therefore, a normal change is the correct choice.

Answer

Standard change

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Service request

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Emergency change

Question 11

Which of the following is a key activity in the Problem Management practice?

Accepted Answer

Documenting known errors and workarounds in the Known Error Database. A key activity in Problem Management is documenting known errors and workarounds in the Known Error Database (KEDB). Problem Management focuses on identifying root causes of incidents and managing workarounds and known errors to reduce their impact. The KEDB is a central repository that helps the Service Desk resolve incidents faster by applying documented workarounds.

Answer

Authorizing and scheduling emergency changes

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Fulfilling a password reset request from a user

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Restoring service as quickly as possible using a workaround

Question 12

What is the role of the Service Desk according to ITIL 4?

Accepted Answer

To be the single point of contact for users. In ITIL 4, the Service Desk is defined as the single point of contact (SPOC) between the service provider and users. It handles incidents, service requests, and communication, ensuring users have one place to go for support. This SPOC role is the foundational definition of the Service Desk in ITIL.

Answer

To manage changes

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To negotiate SLAs

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To perform root cause analysis

Question 13

Which ITIL practice involves negotiating, agreeing, and monitoring service level targets?

Accepted Answer

Service Level Management. Service Level Management (SLM) is the ITIL practice responsible for negotiating, agreeing, and monitoring service level targets. It ensures that IT services meet the agreed-upon levels of performance and availability as documented in Service Level Agreements (SLAs). SLM is a core practice in ITIL 4 and directly aligns with the question's description.

Answer

Incident Management

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Supplier Management

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Service Desk

Question 14

Which ITIL 4 practice involves the 7-step improvement model?

Accepted Answer

Continual Improvement. The Continual Improvement practice in ITIL 4 is directly associated with the 7-step improvement model, which provides a structured approach to identifying, defining, and implementing improvements. This practice ensures that services continually align with business needs.

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Incident Management

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Problem Management

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Change Enablement

Question 15

An IT department decides to implement a new monitoring tool. Before purchasing, they analyse the potential benefits, costs, and risks. This analysis directly supports which ITIL 4 concept?

Accepted Answer

Value. ITIL 4 defines value as the perceived benefits, usefulness, and importance of something, co-created through services. Analysing benefits, costs, and risks before purchasing is a value assessment — it weighs what the organisation gains against what it spends and the exposure it accepts. This directly supports the value concept in the ITIL 4 service value system.

Answer

Warranty

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Utility

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Output