ITIL4F Key Concepts of ITIL 4 Practice Test 2 — 15 Questions

Question 1

An organisation's IT service desk is receiving a high volume of calls about users being unable to log in to the payroll system following a scheduled maintenance window. According to ITIL 4, what type of record should be raised FIRST?

Accepted Answer

An incident record, as users are experiencing an unplanned service interruption. An unplanned interruption to a service is an incident. Even though it occurred after maintenance, users are now unable to access the service, which constitutes a loss of service – the definition of an incident.

Answer

A service request, to fulfil the users' need to access the payroll system

Answer

A problem record, to investigate the root cause of the login failure

Answer

A change request, to reverse the changes made during the maintenance window

Question 2

An IT team has redesigned a customer portal, delivering new features on time and within budget. However, customer satisfaction scores have dropped because users find the new interface confusing. Which statement best describes this situation?

Accepted Answer

The team delivered an output but did not achieve the intended outcome. The team delivered an output (the new portal) but did not achieve the desired outcome (improved user satisfaction). Outcome is the result for stakeholders.

Answer

The team achieved an outcome without delivering an output

Answer

The team delivered both an output and an outcome as planned

Answer

The team achieved a positive outcome but failed to deliver a valuable output

Question 3

Which role is responsible for authorising budget for a new service in ITIL 4?

Accepted Answer

The sponsor. The sponsor is the person who authorises budget and provides resources for service initiatives.

Answer

The customer

Answer

The service desk manager

Answer

The user

Question 4

What is the definition of 'warranty' in ITIL 4?

Accepted Answer

The assurance that a service will perform as agreed. Warranty is 'fit for use' – assurance that a service will meet agreed requirements such as availability, capacity, continuity, and security.

Answer

The value created by the service

Answer

The cost of using the service

Answer

The functionality offered by a service to meet a specific need

Question 5

An e-commerce company uses a payment gateway service. The service provider ensures transaction processing (utility) and guarantees 99.99% uptime (warranty). However, the company incurs a cost per transaction and bears reputational risk if the gateway fails. According to ITIL 4, what is the service consumer's perspective on costs and risks?

Accepted Answer

The consumer incurs costs and retains some risks, while the provider removes other risks. The consumer still incurs costs (per transaction fee) and retains some risks (reputational risk). The provider removes some risks (e.g., system failure) but not all.

Answer

The consumer only bears the cost; all risks are transferred to the provider

Answer

The consumer only bears the risks; the provider absorbs all costs

Answer

The consumer has no costs or risks because the service provider handles everything

Question 6

Which ITIL 4 concept describes the idea that value is created jointly by the service provider and service consumer?

Accepted Answer

Value co-creation. Value co-creation is the concept that value is created through the active participation of both provider and consumer.

Answer

Outcome-based value

Answer

Service relationship management

Answer

Service value system

Question 7

What is the difference between an output and an outcome in ITIL 4?

Accepted Answer

Outputs are deliverables; outcomes are results achieved by stakeholders. An output is a tangible deliverable (e.g., a report), while an outcome is the result for a stakeholder (e.g., improved decision-making).

Answer

Outputs are results; outcomes are activities

Answer

There is no difference; the terms are interchangeable

Answer

Outputs are always physical; outcomes are always intangible

Question 8

A user requests a password reset via the IT service portal. According to ITIL 4, what type of record should the service desk raise?

Accepted Answer

A service request. A password reset is a pre-approved, routine request – a service request, not an incident.

Answer

A change request

Answer

An incident record

Answer

A problem record

Question 9

An organisation is selecting a new cloud provider. The IT team evaluates two options: Provider A offers low cost but no disaster recovery; Provider B offers higher cost with guaranteed recovery time. According to ITIL 4, which statements about value are correct?

Accepted Answer

Provider B offers better value if the organisation prioritises risk reduction over cost. Value is subjective and depends on stakeholder needs. If recovery is critical, Provider B may offer higher value despite higher cost.

Answer

Provider A offers better value because cost is lower

Answer

Value cannot be compared because it is always subjective

Answer

Both providers offer the same value because they both provide cloud services

Question 10

What is the purpose of service management in ITIL 4?

Accepted Answer

To enable value co-creation through the use of services. Service management is a set of capabilities to enable value co-creation through services.

Answer

To manage service desk operations

Answer

To manage IT infrastructure and reduce costs

Answer

To implement ITIL best practices

Question 11

Which TWO of the following are considered 'service consumers' in ITIL 4?

Accepted Answer

User. Service consumers include customers, users, and sponsors. In this context, customers and users are direct consumers.

Answer

Supplier

Answer

Project manager

Answer

Service desk analyst

Question 12

Which THREE of the following are key components of the service value chain in ITIL 4?

Accepted Answer

Deliver & Support. The service value chain consists of six activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, and Deliver & Support.

Answer

Problem resolution

Answer

Service desk

Question 13

Which TWO of the following are examples of risks that can be removed or reduced by a service provider according to ITIL 4?

Accepted Answer

Risk of data loss due to backup failures. Service providers can remove or reduce risks related to service delivery (e.g., server failure) and security (e.g., data loss). Regulatory compliance is typically the consumer's responsibility, and market competition is not a risk removed by the provider.

Answer

Risk of regulatory fines for non-compliance

Answer

Risk of employee turnover

Answer

Risk of market competition

Question 14

Which ITIL 4 concept describes the functionality of a service that makes it fit for purpose?

Accepted Answer

Utility. Utility is defined as the functionality offered by a product or service to meet a particular need, i.e., fit for purpose. Warranty is assurance that the service will perform as agreed (fit for use).

Answer

Warranty

Answer

Value

Answer

Outcome

Question 15

A company is launching a new online banking app. The development team has delivered all the features as specified, but users complain that the app is slow and crashes frequently. In ITIL 4 terms, what is missing?

Accepted Answer

Warranty. Utility (fit for purpose) is present because features work. Warranty (fit for use) is missing due to performance and reliability issues. Value requires both utility and warranty.

Answer

Outcome

Answer

Utility

Answer

Risk