ITIL4F Practice Test 8 — 10 Questions

Question 1

A customer requests the creation of a new user account for a new employee. According to ITIL 4, what type of record should be raised?

Accepted Answer

Service request. A service request is a formal request from a user for something to be provided – for example, for information, advice, or access to an IT service. Creating a new user account is a standard, pre-defined request that does not involve a change to the service or an unplanned interruption, so it fits the ITIL 4 definition of a service request (option D).

Answer

Change request

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Problem record

Answer

Incident record

Question 2

A service provider decides to outsource its data center operations. Which dimension is MOST directly affected by this decision?

Accepted Answer

Partners and Suppliers. Outsourcing data center operations directly involves engaging an external organization to manage and run the data center. This decision most immediately affects the 'Partners and Suppliers' dimension, which covers the relationships, contracts, and roles of external entities that contribute to service delivery. While other dimensions may be impacted indirectly, the core change is in the supplier ecosystem.

Answer

Organisations and People

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Information and Technology

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Value Streams and Processes

Question 3

Drag and drop the steps of the service desk function in handling a user request into the correct order.

Accepted Answer

Logging, Categorization, Support, Updating, Confirmation. Service desk handling begins with logging, then categorization, support, updating, and confirmation.

Answer

Categorization, Logging, Support, Confirmation, Updating

Answer

Logging, Support, Categorization, Updating, Confirmation

Answer

Support, Logging, Categorization, Updating, Confirmation

Question 4

An organization decides to outsource its IT support to a third-party provider. Which ITIL 4 dimension is primarily affected by this decision?

Accepted Answer

Partners and Suppliers. The decision to outsource IT support directly involves engaging a third-party provider, which falls under the 'Partners and Suppliers' dimension of ITIL 4. This dimension covers relationships with external organizations that provide services or resources, including suppliers, manufacturers, and vendors. The other dimensions (Value Streams and Processes, Organizations and People, Information and Technology) are affected indirectly but are not the primary focus of an outsourcing decision.

Answer

Value Streams and Processes

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Organizations and People

Answer

Information and Technology

Question 5

Which ITIL guiding principle states that all activities should be directly linked to creating value for stakeholders?

Accepted Answer

Focus on value. The 'Focus on value' guiding principle is correct because it mandates that every activity, process, and decision in service management must be directly traceable to creating measurable value for stakeholders. This principle ensures that resources are not wasted on activities that do not contribute to the desired outcomes, aligning all work with the organization's strategic objectives.

Answer

Think and work holistically

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Optimise and automate

Answer

Start where you are

Question 6

Which change type is pre-authorized and follows a defined procedure?

Accepted Answer

Standard change. Standard changes are pre-authorized and follow a defined, low-risk procedure, such as applying a routine security patch or provisioning a new user account. They do not require additional approval because the risk is well-understood and the implementation steps are documented in a standard operating procedure (SOP). This aligns with ITIL 4's definition of a standard change as a change that is fully documented, low risk, and can be implemented without a formal change advisory board (CAB) meeting.

Answer

Emergency change

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Service change

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Normal change

Question 7

Which ITIL 4 term describes the functionality offered by a product or service to meet a particular need?

Accepted Answer

Utility. Utility is the ITIL 4 term that defines the functionality offered by a product or service to meet a particular need. It directly addresses what the service does for the user—its core capability to solve a problem or enable an outcome. In ITIL 4, utility is often described as 'fit for purpose,' distinguishing it from warranty, which covers 'fit for use.'

Answer

Outcome

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Output

Answer

Warranty

Question 8

Which ITIL 4 practice is responsible for managing the lifecycle of all IT assets?

Accepted Answer

IT Asset Management. IT Asset Management (ITAM) is the ITIL 4 practice specifically responsible for managing the lifecycle of all IT assets, including hardware, software, and licenses, from acquisition to disposal. It ensures financial and contractual accountability, tracking assets through their entire lifecycle to optimize value and control costs.

Answer

Service Configuration Management

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Supplier Management

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Capacity and Performance Management

Question 9

In ITIL 4, which practice is responsible for maintaining the Configuration Management Database (CMDB)?

Accepted Answer

Service Configuration Management. Service Configuration Management (D) is the ITIL 4 practice responsible for maintaining the Configuration Management Database (CMDB). It ensures that accurate and reliable information about configuration items (CIs) and their relationships is available when and where needed, supporting all other service management practices.

Answer

Change Enablement

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IT Asset Management

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Deployment Management

Question 10

An organization decides to outsource its IT support to reduce operational costs. Which ITIL 4 concept best describes the costs that the organization transfers to the service provider?

Accepted Answer

Costs removed from the consumer. When an organization outsources IT support, the costs it no longer incurs (e.g., salaries, hardware, software licenses) are described in ITIL 4 as 'costs removed from the consumer.' This concept captures the financial burden that shifts from the consumer to the service provider as part of the service relationship, directly aligning with the goal of reducing operational costs.

Answer

Warranty

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Costs imposed on the consumer

Answer

Utility