ITIL4F Practice Test 5 — 10 Questions

Question 1

A change request to upgrade an application is classified as 'normal'. What is the correct sequence of activities for this type of change?

Accepted Answer

Request, assess, authorize, plan, implement, review. ITIL 4 defines the normal change sequence as: request, assess, authorize, plan, implement, and review. This ensures that all normal changes are properly evaluated for risk and impact before authorization, then planned and implemented, followed by a review to confirm success and capture lessons learned.

Answer

Request, implement, review, close

Answer

Plan, authorize, implement, review, close

Answer

Assess, authorize, implement, close

Question 2

An organization is considering outsourcing its IT support. Which dimension is primarily concerned with managing this relationship?

Accepted Answer

Partners and Suppliers. The Partners and Suppliers dimension focuses on the relationships an organization has with external entities that provide services or support. When outsourcing IT support, the primary concern is managing the contract, performance, and collaboration with the external service provider, which falls directly under this dimension.

Answer

Organizations and People

Answer

Information and Technology

Answer

Value Streams and Processes

Question 3

Which TWO of the following are examples of utility in ITIL 4?

Accepted Answer

The system supports automated billing. Utility in ITIL 4 refers to the functionality offered by a product or service to meet a specific user need. Option C is correct because automated billing directly fulfills a business requirement by performing a specific function, which is the essence of utility. Option D is correct because report generation is a functional capability that enables users to achieve a desired outcome.

Answer

The system processes transactions within 2 seconds

Answer

The system is available 99.9% of the time

Answer

The system is secure and compliant

Question 4

Which TWO of the following are part of the 'Organisations and People' dimension?

Accepted Answer

Roles and skills. The 'Organisations and People' dimension of ITIL 4 focuses on the roles, responsibilities, authority structures, and the culture and behaviour of people within the organization. Option B (Roles and skills) is correct because defining clear roles and ensuring the necessary skills are available is fundamental to this dimension. Option E (Culture and behaviour) is correct because the shared values, attitudes, and behaviours of people directly influence how work is performed and how services are managed.

Answer

Contracts and agreements

Answer

Data and information

Answer

Tools and technology

Question 5

Which TWO of the following are potential consequences of neglecting the Partners and Suppliers dimension?

Accepted Answer

Supply chain disruptions. Neglecting the Partners and Suppliers dimension directly exposes the organization to supply chain disruptions because dependencies on external vendors for critical components or services are not managed. Without proper governance and contracts, a supplier's failure to deliver can halt IT operations, as seen in scenarios where a single-source provider for cloud infrastructure or hardware experiences an outage.

Answer

Better service quality

Answer

Improved agility

Answer

Increased innovation

Question 6

A user requests a new laptop because their current one is slow. The request is for a standard configuration. How should this be handled?

Accepted Answer

As a service request. A request for a standard configuration item, such as a new laptop with a standard configuration, is a service request because it is pre-approved and follows a defined procedure. Option B is correct. Option A (change request) is incorrect because a change request is required for deviations from standard or for changes that may need approval, not for standard requests. Option C (incident) is incorrect because an incident is an unplanned interruption or reduction in quality of an IT service. Option D (problem) is incorrect because a problem is the cause of one or more incidents.

Answer

As a change request

Answer

As an incident

Answer

As a problem

Question 7

Which TWO of the following are types of changes in ITIL 4 Change Enablement?

Accepted Answer

Emergency change. In ITIL 4 Change Enablement, changes are categorized into three types: standard, emergency, and normal. Option A (Emergency change) is correct because it refers to a change that must be implemented as soon as possible, often to resolve a major incident or security vulnerability, and follows a specific expedited process with minimized authorization steps. Option B (Standard change) is correct as it is a pre-authorized, low-risk change that follows a defined procedure, such as a routine patch deployment or password reset.

Answer

Incident

Answer

Problem

Answer

Service request

Question 8

Which TWO of the following are ITIL 4 guiding principles?

Accepted Answer

Focus on value. The correct principles are 'Focus on value' and 'Optimise and automate'. 'Plan and implement' and 'Measure and improve' are not ITIL guiding principles.

Answer

Measure and improve

Answer

Manage and govern

Answer

Plan and implement

Question 9

Which TWO of the following are key metrics for the Service Desk practice?

Accepted Answer

First Call Resolution (FCR). First Call Resolution (FCR) is a key metric for the Service Desk practice because it measures the percentage of incidents resolved during the first interaction with the user, without the need for escalation or follow-up. A high FCR directly indicates the efficiency and effectiveness of the Service Desk in resolving issues promptly, reducing user downtime and operational costs. This metric is critical for assessing the quality of first-level support and the knowledge base's adequacy.

Answer

Mean Time Between Failures (MTBF)

Answer

Recovery Time Objective (RTO)

Answer

Mean Time to Restore Service (MTTR)

Question 10

An organisation uses a chatbot to handle common IT service requests. Which dimension does this primarily relate to?

Accepted Answer

Information and Technology. The chatbot is a specific technology tool that handles IT service requests, directly aligning with the 'Information and Technology' dimension. This dimension covers the technology architecture, applications, and data used to deliver and manage services. The chatbot represents an application or software component that processes and automates service interactions, making it a clear fit for this dimension.

Answer

Organisations and People

Answer

Value Streams and Processes

Answer

Partners and Suppliers