ITIL4F Practice Exam 60 — 20 Questions

Question 1

Which ITIL 4 guiding principle states that you should not start from scratch without first understanding what already exists?

Accepted Answer

Start where you are. The 'Start where you are' guiding principle emphasizes leveraging existing services, processes, and capabilities rather than building new solutions from scratch. In ITIL 4, this means conducting a thorough assessment of current state (e.g., existing CMDB data, service desk metrics, or incident patterns) before designing improvements, ensuring that effort is not wasted on reinventing the wheel.

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Think and work holistically

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Focus on value

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Progress iteratively with feedback

Question 2

A project team is redesigning the change management process. They decide to first review the current process documentation and interview staff to understand existing workflows before making any changes. Which ITIL guiding principle is being applied?

Accepted Answer

Start where you are. The team is starting by reviewing current process documentation and interviewing staff to understand existing workflows before making changes. This directly applies the 'Start where you are' guiding principle, which emphasizes basing improvements on the current state rather than designing from scratch or assuming a new process is needed.

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Progress iteratively with feedback

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Optimise and automate

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Focus on value

Question 3

A team is designing a new service. They ensure that they have regular feedback sessions with users after each release and plan their work in two-week sprints. Which ITIL 4 guiding principle is being applied?

Accepted Answer

Progress iteratively with feedback. The team is applying the 'Progress iteratively with feedback' guiding principle. By organizing work into two-week sprints and holding regular feedback sessions after each release, they are breaking the service design into manageable iterations and using user feedback to guide subsequent improvements. This aligns with the ITIL 4 principle that emphasizes incremental delivery and continuous learning through feedback loops.

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Collaborate and promote visibility

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Keep it simple and practical

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Start where you are

Question 4

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.

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Collaborate and promote visibility

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Start where you are

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Keep it simple and practical

Question 5

Which of the following is an example of an OUTPUT rather than an OUTCOME?

Accepted Answer

A deployed software update. In ITIL 4, an output is a tangible, deliverable result of an activity, such as a deployed software update. An outcome, by contrast, is the value or benefit realized from that output, like improved productivity or satisfaction. Option A is correct because the deployed update itself is a direct, measurable artifact, not the subsequent effect on users or processes.

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Improved employee productivity

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Increased customer satisfaction scores

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Reduced number of incidents

Question 6

Which TWO of the following are true regarding the 'Optimise and automate' principle?

Accepted Answer

Automation can free up people for more complex tasks. Option A is correct because automation, when applied after optimization, reduces manual effort for repetitive tasks, freeing people to focus on complex, value-adding activities like problem-solving and innovation. This aligns with the ITIL 4 guiding principle 'Optimise and automate,' which emphasizes that automation should be applied to optimized processes to maximize efficiency and human potential.

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Only technical activities should be automated

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All manual steps should be automated immediately

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Automation should be applied before optimization

Question 7

A service desk team introduces weekly meetings where they share common issues and solutions. This is an example of which ITIL guiding principle?

Accepted Answer

Collaborate and promote visibility. The weekly meetings where service desk team members share common issues and solutions directly embody the 'Collaborate and promote visibility' guiding principle. This principle emphasizes that work should be made visible to all stakeholders and that collaboration across teams leads to better outcomes. By openly discussing recurring problems and their resolutions, the team increases transparency and collective knowledge, which reduces silos and improves overall service quality.

Answer

Think and work holistically

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Focus on value

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Progress iteratively with feedback

Question 8

Which THREE of the following are differences between Utility and Warranty?

Accepted Answer

Warranty covers availability, capacity, and continuity. Option A is correct because warranty in ITIL 4 is defined as the assurance that a service will meet agreed requirements, covering availability, capacity, and continuity. These are the specific dimensions that warranty guarantees, ensuring the service is reliable and sufficient in its delivery. Utility, by contrast, focuses on functionality and performance.

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Warranty ensures the service is fit for purpose

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Utility is more important than warranty

Question 9

Which THREE are ITIL 4 guiding principles?

Accepted Answer

Focus on value. Focus on value is a core ITIL 4 guiding principle that ensures all activities, services, and improvements are directly linked to delivering value to stakeholders. It shifts the mindset from simply completing tasks to understanding and measuring the outcomes that matter to customers and users. This principle is foundational because it aligns service management with business goals and prevents wasted effort on non-value-adding activities.

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Manage risk

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Ensure security

Question 10

Which THREE of the following describe how the ITIL guiding principle 'Start where you are' should be applied?

Accepted Answer

Understand what can be reused from existing practices. Option B is correct because the 'Start where you are' guiding principle emphasizes leveraging existing investments and capabilities rather than discarding them. It directs organizations to assess current services, processes, and tools to identify what can be reused or improved, avoiding unnecessary rework and reducing risk.

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Start from scratch to avoid bias from previous decisions

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Focus on the desired future state rather than current limitations

Question 11

What is the purpose of the Continual Improvement practice?

Accepted Answer

To align services with changing business needs through ongoing improvements. The Continual Improvement practice ensures that IT services and processes remain aligned with evolving business needs by identifying and implementing ongoing enhancements. Unlike reactive practices like incident management, Continual Improvement is proactive and iterative, focusing on closing gaps between current and desired service performance through the ITIL continual improvement model.

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To implement new technologies

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To monitor and report on service performance

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To manage the lifecycle of all incidents

Question 12

A company implements a new monitoring system that sends alerts when server CPU usage exceeds 90%. Which ITIL 4 practice is primarily involved?

Accepted Answer

Monitoring and Event Management. The monitoring system that sends alerts when CPU usage exceeds 90% directly involves detecting and responding to operational events. This is the core function of the Monitoring and Event Management practice, which defines how events (such as threshold breaches) are captured, analyzed, and acted upon. The alert itself is an 'event' in ITIL 4 terms, making this practice primarily responsible.

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Service Desk

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Incident Management

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Capacity and Performance Management

Question 13

Which ITIL 4 practice involves negotiating, agreeing, and monitoring service level agreements (SLAs)?

Accepted Answer

Service Level Management. Service Level Management is the ITIL 4 practice responsible for negotiating, agreeing, and monitoring Service Level Agreements (SLAs). It ensures that the agreed service levels are documented, tracked, and reported, aligning IT services with business expectations. This practice directly manages the lifecycle of SLAs, including their creation, review, and improvement.

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Availability Management

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Supplier Management

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Service Desk

Question 14

An organization wants to improve its service desk's efficiency by resolving more issues at the first point of contact. Which concept does this describe?

Accepted Answer

Shift-left. Shift-left is the correct concept because it refers to moving problem resolution activities earlier in the service lifecycle, specifically to the first point of contact (e.g., service desk). By empowering the service desk with better tools, knowledge, and automation, more incidents can be resolved without escalation, directly improving efficiency and first-contact resolution rates.

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Continual improvement

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Standard change

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Service level management

Question 15

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

Accepted Answer

Customer Satisfaction Score (CSAT). The Customer Satisfaction Score (CSAT) is a standard service desk metric that directly measures the end-user's perception of service quality, typically gathered via post-interaction surveys. It is a key performance indicator (KPI) in ITIL 4 for evaluating the value delivered by the service desk.

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Number of known errors

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Mean Time to Repair (MTTR)

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Percentage of changes that are emergency

Question 16

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST according to ITIL 4?

Accepted Answer

Log an incident and attempt to restore service using a known workaround. According to ITIL 4, when users cannot access a service like a CRM system, the first action is to log an incident and attempt to restore service as quickly as possible, typically using a known workaround. This aligns with the incident management practice, which prioritizes minimizing business impact over immediate root cause analysis. Option C correctly follows this by logging the incident and applying a workaround to restore access.

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Submit a change request to modify the CRM system

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Create a service request for the IT team to investigate

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Initiate a problem investigation to find the root cause

Question 17

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.

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

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

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

Question 18

Which practice is responsible for negotiating, agreeing, and monitoring service level targets?

Accepted Answer

Service Level Management. Service Level Management (SLM) is the ITIL practice specifically tasked with negotiating, agreeing, and monitoring service level targets. It defines, documents, and manages Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure that the delivered service meets agreed performance metrics. This practice is the single point of accountability for service level achievement and continuous improvement against those targets.

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Service Configuration Management

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Incident Management

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Availability Management

Question 19

What is the PRIMARY purpose of the Incident Management practice?

Accepted Answer

To restore normal service operation as quickly as possible. The primary purpose of Incident Management is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations. This ensures that service availability and quality are maintained, aligning with the ITIL 4 guiding principle of 'Focus on Value' by prioritizing rapid recovery over root cause analysis.

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To identify the root cause of incidents

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To negotiate and agree on service level targets

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To assess and authorize changes to services

Question 20

Which ITIL 4 practice is responsible for maintaining the CMDB and ensuring configuration items are accurate?

Accepted Answer

Service Configuration Management. Service Configuration Management (C) is the ITIL 4 practice responsible for maintaining the Configuration Management Database (CMDB) and ensuring that Configuration Items (CIs) are accurate, up-to-date, and under controlled management. This practice focuses on defining, recording, and controlling CIs and their relationships, directly supporting the integrity of the CMDB.

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Service Desk

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IT Asset Management

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Change Enablement