ITIL4F Practice Exam 52 — 20 Questions

Question 1

A user requests new software to be installed on their company laptop. The installation is pre-approved and follows a standard procedure. According to ITIL 4, this request should be categorized as:

Accepted Answer

A service request. D is correct because a service request in ITIL 4 is defined as a formal request from a user for something to be provided – for example, information, advice, access to a service, or a pre-approved standard change. Since the software installation is pre-approved and follows a standard procedure, it fits the definition of a service request, not an incident or problem.

Answer

A problem

Answer

An incident

Answer

An emergency change

Question 2

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

Accepted Answer

Log the incident and categorize it. According to ITIL 4, the first action for a service desk analyst when receiving a user-reported outage is to log the incident and categorize it. This ensures the incident is formally recorded, prioritized, and routed to the appropriate support team for resolution. Skipping this step would violate the incident management process, which mandates logging as the initial activity to maintain an accurate audit trail and enable proper escalation.

Answer

Reboot the server immediately

Answer

Inform the change manager about a potential emergency change

Answer

Start a problem investigation to find the root cause

Question 3

Which of the following BEST distinguishes an incident from a problem in ITIL 4?

Accepted Answer

Incidents are unplanned service disruptions, while problems are the root causes of incidents. In ITIL 4, an incident is defined as an unplanned interruption or reduction in quality of an IT service, while a problem is the underlying cause of one or more incidents. Option A correctly captures this distinction: incidents are the visible disruptions, and problems are the root causes that need to be identified and resolved to prevent recurrence.

Answer

Incidents are always reported by users, while problems are identified by technical staff

Answer

Incidents have a defined resolution time in the SLA, while problems do not

Answer

Incidents are managed by the service desk, while problems are managed by problem management

Question 4

Which type of change is typically pre-approved and follows a predefined procedure?

Accepted Answer

Standard change. Standard changes are pre-approved and follow a predefined procedure because they are low-risk, routine, and well-understood. ITIL 4 defines a standard change as one that is implemented through a documented, repeatable process, such as applying a security patch or provisioning a new user account, without requiring additional authorization each time.

Answer

Normal change

Answer

Emergency change

Answer

Service request

Question 5

A service desk team is implementing a 'shift-left' strategy. What is the PRIMARY goal of this approach?

Accepted Answer

To resolve more incidents and requests at the first point of contact without escalation. The primary goal of a 'shift-left' strategy in ITIL 4 is to resolve more incidents and service requests at the first point of contact (tier 0 or tier 1) without escalating to higher support levels. This reduces mean time to resolution (MTTR), lowers operational costs, and improves user satisfaction by minimizing handoffs. While automation and empathy can support shift-left, they are enablers, not the core objective.

Answer

To automate incident resolution using AI and chatbots

Answer

To ensure all calls are logged before escalation

Answer

To increase empathy and customer satisfaction

Question 6

An organization is implementing a new ITSM tool. The project manager insists on rolling out all features at once to avoid multiple disruptions. According to ITIL 4 guiding principles, which principle suggests this approach is risky?

Accepted Answer

Progress iteratively with feedback. The principle 'Progress iteratively with feedback' (A) directly warns against big-bang rollouts because they increase risk and reduce opportunities for course correction. By deploying all features at once, the organization cannot gather user feedback on early increments, making it harder to identify and fix issues before they compound. ITIL 4 emphasizes that iterative delivery with continuous feedback loops reduces the impact of failures and improves alignment with actual user needs.

Answer

Collaborate and promote visibility

Answer

Start where you are

Answer

Keep it simple and practical

Question 7

Which practice involves the Single Point of Contact (SPOC) for users?

Accepted Answer

Service Desk. The Service Desk practice is explicitly defined in ITIL 4 as the single point of contact (SPOC) between the service provider and all users. Its primary purpose is to capture, manage, and resolve service requests and incidents, ensuring users have a consistent entry point for all interactions with IT services.

Answer

Problem Management

Answer

Incident Management

Answer

Service Level Management

Question 8

What is the ITIL 4 guiding principle that emphasizes starting from what already exists and avoiding unnecessary complexity?

Accepted Answer

Start where you are. The 'Start where you are' guiding principle in ITIL 4 directs organizations to leverage existing services, processes, and data rather than building from scratch. It avoids unnecessary complexity by assessing current capabilities and making incremental improvements, which aligns with minimizing waste and rework.

Answer

Progress iteratively with feedback

Answer

Keep it simple and practical

Answer

Focus on value

Question 9

An event monitoring system detects that a server's disk usage has reached 85%. Which type of event is this?

Accepted Answer

Warning event. An event that indicates a threshold has been reached and may require attention or monitoring is classified as a Warning event in ITIL 4. Here, 85% disk usage exceeds typical warning thresholds (e.g., 80%), suggesting potential future risk if usage continues to grow, but does not yet constitute a critical failure. ITIL 4 defines Warning events as those that signify a situation that is not normal but not yet critical, often prompting proactive review or preventive action.

Answer

Exception event

Answer

Critical event

Answer

Informational event

Question 10

Which practice would be responsible for ensuring that a service's performance meets agreed targets during peak demand?

Accepted Answer

Capacity and Performance Management. Capacity and Performance Management is the correct practice because it specifically focuses on ensuring that services achieve agreed and expected performance levels, including during peak demand periods. This practice involves monitoring current usage, forecasting future demand, and planning capacity to meet service level targets, making it directly responsible for performance under load.

Answer

Service Level Management

Answer

Monitoring and Event Management

Answer

Availability Management

Question 11

An organization identifies that a recurring incident is caused by a faulty network cable. According to ITIL 4, when should this be documented as a known error?

Accepted Answer

After root cause analysis and a workaround is found. In ITIL 4, a known error is documented after root cause analysis has been performed and a workaround has been identified, even if the permanent fix has not yet been implemented. This allows the service desk to quickly resolve future incidents caused by the same underlying problem using the documented workaround. The faulty network cable is a recurring incident, so the problem management process would first diagnose the root cause (the faulty cable) and then create a known error record with the workaround (e.g., replacing the cable or using a spare port).

Answer

When the problem record is closed

Answer

When the incident is first reported

Answer

After the cable is replaced

Question 12

An IT manager wants to improve first-level resolution rates by empowering the service desk to resolve more incidents without escalation. Which ITIL 4 concept is being applied?

Accepted Answer

Shift-left. The scenario describes moving incident resolution tasks from higher-level support tiers to the service desk, which is the essence of 'shift-left' in ITIL 4. By empowering the service desk with better tools, knowledge, and authority, incidents are resolved earlier in the support chain, improving first-level resolution rates and reducing escalation costs. This directly applies the shift-left principle, not just a general improvement or channel strategy.

Answer

Continual Improvement

Answer

Service Desk

Answer

Omnichannel

Question 13

What is the purpose of a service level agreement (SLA)?

Accepted Answer

To negotiate and agree on service level targets with the customer. The purpose of a Service Level Agreement (SLA) is to formally negotiate and document the agreed service level targets between the service provider and the customer. This ensures both parties have a clear, measurable understanding of service expectations, such as availability, response times, and resolution times, which are directly tied to business needs.

Answer

To document the internal targets for the IT department

Answer

To define the technical specifications of a service

Answer

To describe the services available in the service catalogue

Question 14

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

Accepted Answer

Log the incident in the ITSM tool. The first action for any incident, including a CRM system outage, is to log the incident in the ITSM tool. This ensures a formal record is created with details such as user impact, timestamp, and symptoms, which is the foundation for all subsequent incident management activities per ITIL 4. Without logging, there is no auditable trail or basis for prioritization, escalation, or problem management.

Answer

Search the known error database for a workaround

Answer

Inform the user that a problem has been raised

Answer

Escalate the call to Level 2 support

Question 15

Which ITIL 4 practice is responsible for managing known errors and ensuring workarounds are documented?

Accepted Answer

Problem Management. Problem Management is the ITIL 4 practice responsible for managing known errors and ensuring workarounds are documented. It identifies the root causes of incidents, creates known error records in the Known Error Database (KEDB), and documents workarounds to reduce the impact of recurring issues, aligning with the ITIL 4 'Problem Management' practice definition.

Answer

Change Enablement

Answer

Incident Management

Answer

Service Request Management

Question 16

Which dimension of IT Service Management focuses on the culture, roles, and skills needed to deliver services?

Accepted Answer

Organisations and People. The 'Organisations and People' dimension is correct because it specifically addresses the human aspects of service management, including organizational culture, the structure of teams, and the competencies and roles required to design, deliver, and improve services. In ITIL 4, this dimension ensures that the right people with the right skills are in place and that the culture supports collaboration and continuous improvement, which is critical for effective service delivery.

Answer

Information and Technology

Answer

Partners and Suppliers

Answer

Value Streams and Processes

Question 17

Which ITIL 4 practice is responsible for managing the complete lifecycle of all IT assets, including financial and contractual aspects?

Accepted Answer

IT Asset Management. IT Asset Management (ITAM) is the ITIL 4 practice responsible for managing the complete lifecycle of all IT assets, including financial and contractual aspects. It covers planning, acquisition, deployment, maintenance, and disposal, ensuring cost optimization and compliance with vendor contracts. This aligns directly with the question's emphasis on lifecycle management plus financial and contractual oversight.

Answer

Service Configuration Management

Answer

Service Portfolio Management

Answer

Supplier Management

Question 18

A service provider is designing a new service. Which dimension addresses the contracts and sourcing strategy?

Accepted Answer

Partners and Suppliers. The Partners and Suppliers dimension of the ITIL 4 four dimensions model specifically addresses the organization's relationships with external parties, including contracts, agreements, and sourcing strategies. When designing a new service, this dimension ensures that the service provider considers how external vendors, suppliers, and partners will contribute to the service delivery, including the contractual terms and the strategic approach to sourcing (e.g., insourcing vs. outsourcing).

Answer

Information and Technology

Answer

Organizations and People

Answer

Value Streams and Processes

Question 19

In the ITIL 4 Service Value System, which component provides governance and guidance?

Accepted Answer

Governance. In the ITIL 4 Service Value System (SVS), the Governance component is specifically responsible for defining the direction, policies, and control mechanisms that ensure the organization's activities align with its objectives. It provides the overarching framework for decision-making and accountability, guiding how all other SVS components operate. Without governance, the SVS would lack the necessary oversight to ensure value co-creation is achieved in a controlled and compliant manner.

Answer

Guiding Principles

Answer

Continual Improvement

Answer

Service Value Chain

Question 20

Which of the following is an example of an output?

Accepted Answer

A monthly financial report. An output is a tangible, deliverable result produced by an activity or process. A monthly financial report is a concrete, physical or electronic artifact that can be handed over, stored, and verified, making it a clear example of an output in ITIL 4.

Answer

Increased customer satisfaction

Answer

Improved employee morale

Answer

Reduced time to market