ITIL4F Practice Test 6 — 10 Questions

Question 1

An organization is considering adopting a cloud-based CRM system to replace its on-premise solution. According to ITIL 4, which of the following is a risk that is transferred from the consumer to the service provider?

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

Accepted Answer

The risk of hardware failure in the data center. When using a cloud service, the provider typically takes on risks like hardware failures, so the consumer no longer bears that risk.

Answer

The risk of non-compliance with industry regulations

Answer

The risk of data loss due to user error

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The risk of reduced employee productivity during migration

Question 2

What is the PRIMARY purpose of the Incident Management practice?

Accepted Answer

Restore normal service operation as quickly as possible. Incident management aims to restore normal service operation as quickly as possible and minimize business impact.

Answer

Evaluate and authorize changes

Answer

Find the root cause of incidents

Answer

Fulfil service requests

Question 3

A major incident has occurred. After restoring service, the team wants to update the Known Error Database (KEDB) with the workaround. Which practice is primarily responsible for this?

Accepted Answer

Problem Management. Problem Management is responsible for managing the lifecycle of all problems, including updating the Known Error Database (KEDB) with workarounds. After a major incident is resolved, the workaround is documented in the KEDB by Problem Management to prevent future incidents and enable faster resolution. This aligns with ITIL 4's definition of Problem Management as the practice that identifies, analyzes, and documents known errors and workarounds.

Answer

Service Desk

Answer

Change Enablement

Answer

Incident Management

Question 4

What is the purpose of the 'shift-left' strategy in a service desk?

Accepted Answer

To resolve more incidents at the first point of contact without escalation. Shift-left strategy in a service desk aims to resolve incidents at the earliest possible point, typically the first point of contact (e.g., service desk agent or self-service portal), thereby minimizing escalations. The correct answer is B because it directly captures this purpose: resolving more incidents at the first point of contact without escalation. Option A describes self-service, which is a method of shift-left but not its overall purpose. Option C is related to availability management, and option D is about automation, which are not the primary purpose of shift-left.

Answer

To enable users to resolve issues themselves via a portal

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To increase system availability by reducing downtime

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To automate incident resolution using artificial intelligence

Question 5

A service provider has a process that takes an average of 2 hours per request, but the customer expects a response within 1 hour. According to ITIL 4, this is a gap in:

Accepted Answer

Warranty. A is correct because warranty in ITIL 4 refers to the assurance that a service will meet agreed-upon conditions, such as availability, capacity, continuity, and — critically — response time. The process taking 2 hours per request while the customer expects a 1-hour response represents a failure to meet the defined warranty level for timeliness. This is not a utility issue (which concerns functionality) but a warranty gap in performance assurance.

Answer

Value

Answer

Outcome

Answer

Utility

Question 6

Which THREE of the following are components of the Service Value System (SVS) according to ITIL 4?

Accepted Answer

Service Value Chain. The Service Value Chain is a core component of the ITIL 4 Service Value System (SVS). It provides an operating model for the creation, delivery, and continual improvement of services through six key activities: plan, improve, engage, design & transition, obtain/build, and deliver & support.

Answer

Outcomes

Answer

Value Streams

Question 7

An organization wants to implement a new CRM system. According to ITIL 4, which type of change would this typically be considered?

Accepted Answer

Normal change. New system implementations are significant and require approval, typically via a normal change.

Answer

Emergency change

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Standard change

Answer

Service request

Question 8

Which of the following is the correct distinction between Incident Management and Problem Management?

Accepted Answer

Incident Management restores service; Problem Management finds root causes. Incident Management focuses on restoring service as quickly as possible, while Problem Management focuses on identifying root causes to prevent recurrence. Option A is correct. Option B is incorrect because it reverses the roles. Option C is incorrect because Incident Management does not handle change requests; that is Change Enablement. Option D is incorrect because Problem Management can be both reactive and proactive, not always proactive.

Answer

Incident Management finds root causes; Problem Management restores service

Answer

Incident Management handles change requests; Problem Management manages incidents

Answer

Incident Management is reactive; Problem Management is always proactive

Question 9

Which TWO of the following statements about Service Desk and Incident Management are correct?

Accepted Answer

Incident Management may use workarounds to restore service quickly. The Service Desk is the single point of contact for incident reporting, making Option B correct. Incident Management focuses on restoring service quickly, often using workarounds, which makes Option A correct. Option C is false because finding root cause is the goal of Problem Management, not Incident Management. Option D is false because the Service Desk does not perform root cause analysis. Option E is false because service requests are not necessarily logged as incidents; they are handled by Service Request Management.

Answer

Incident Management focuses on finding the root cause of incidents

Answer

The Service Desk is responsible for root cause analysis

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All service requests must be logged as incidents

Question 10

What is the primary focus of the Service Desk practice?

Accepted Answer

Providing a single point of contact for users. The Service Desk practice is defined in ITIL 4 as the entry point and single point of contact for users seeking support, reporting incidents, or requesting services. Its primary focus is on capturing, managing, and resolving user interactions, not on technical infrastructure monitoring or asset lifecycle management.

Answer

Monitoring and managing events

Answer

Ensuring services meet agreed capacity levels

Answer

Managing the lifecycle of all IT assets