ITIL4F ITIL Management Practices Practice Test 11 — 15 Questions

Question 1

A monitoring tool detects that disk usage on a server has exceeded 90%. According to ITIL 4, what type of event is this?

Accepted Answer

Exception event. In ITIL 4, an exception event indicates that a service or component has reached a threshold that requires immediate attention, often triggering an incident. Disk usage exceeding 90% is a predefined threshold that signals a deviation from normal operation, making it an exception event rather than a warning or informational event.

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Warning event

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Informational event

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Incident

Question 2

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 3

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 4

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 the incident and categorize it. According to ITIL 4, the first action for any incident is to log and categorize it. This ensures the incident is formally recorded, prioritized, and routed correctly. Without logging, no structured resolution, escalation, or reporting can occur. Option D is correct because it follows the ITIL 4 incident management practice's initial step.

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Escalate the incident to the problem management team

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Inform the users that the issue will be fixed within 24 hours

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Try to resolve the incident using a known workaround

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.

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To automate incident resolution using AI and chatbots

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To ensure all calls are logged before escalation

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To increase empathy and customer satisfaction

Question 6

A user requests a new laptop because their current one is slow. After investigation, the service desk determines the laptop is under warranty and a replacement can be ordered. According to ITIL 4, how should this request be classified?

Accepted Answer

Service request, because it is a request for a new laptop that can be fulfilled through a standard process. This is a service request because the user's request for a new laptop is a standard, agreed service action that can be fulfilled through normal service delivery. The initial slow performance could be logged as an incident if it represents a reduction in service quality; however, the user's explicit request for a replacement laptop is itself a service request.

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Incident, because the user is experiencing poor performance

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Problem, because slow performance may indicate an underlying issue

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Normal change, because a laptop replacement requires authorization

Question 7

An IT team has identified that recurring incidents of network outages are caused by a faulty switch. They implement a workaround while a permanent fix is developed. According to ITIL 4, in which phase of Problem Management are they operating?

Accepted Answer

Error Control. The team has identified a root cause (the faulty switch) and has likely created a known error record. While implementing a workaround is an activity typically performed during Problem Control to reduce incident impact, the primary focus of the Error Control phase of Problem Management is on managing known errors and finding and implementing *permanent solutions*. The development of a permanent fix, as described in the stem, is a core activity of Error Control.

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Incident Management

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Problem Control

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Problem Identification

Question 8

A financial services company wants to improve its service desk's first-call resolution rate. Which ITIL 4 concept is most directly related to this goal?

Accepted Answer

First-call resolution. First-call resolution (FCR) is the ITIL 4 metric that directly measures the percentage of incidents resolved during the initial contact with the service desk, without escalation or callbacks. Improving FCR reduces operational costs and enhances user satisfaction by eliminating the need for follow-up interactions, which aligns precisely with the company's goal of improving its service desk's first-call resolution rate.

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Mean time to resolve (MTTR)

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Shift-left

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Customer satisfaction score (CSAT)

Question 9

An IT team monitors server CPU usage and receives an alert that usage has exceeded 90%. According to ITIL 4, what type of event is this?

Accepted Answer

Warning event. In ITIL 4, a warning event occurs when a threshold is reached that indicates a potential future issue, such as server CPU usage exceeding 90%. This alert signals that the service is still operational but may degrade if the trend continues, prompting proactive monitoring or escalation.

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Incident

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Informational event

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Exception event

Question 10

Which THREE are examples of events in Monitoring and Event Management?

Accepted Answer

A warning event that does not disrupt service but requires attention. ITIL 4's Monitoring and Event Management practice categorizes events into three types: Informational, Warning, and Exception. 
*   **Informational events** (Option E) indicate normal operation and do not require action. 
*   **Warning events** (Option A) signal a potential issue or a threshold being reached, requiring attention to prevent future disruption, but not causing immediate service disruption. 
*   **Exception events** (Option B) indicate a service disruption, a breach of an agreed threshold, or abnormal operation, often leading to an incident. 
Options C and D are not recognized ITIL 4 event categories; 'critical event' (D) refers to severity, typically associated with incidents or the impact of an exception event, rather than an event type.

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A routine event that occurs at scheduled intervals

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A critical event requiring immediate escalation

Question 11

A service desk team is overwhelmed by repeated incidents caused by a known software bug that the vendor has not yet patched. The IT manager wants to reduce the number of incidents without waiting for the vendor. Which ITIL practice would directly help in reducing the impact of this known issue?

Accepted Answer

Create a known error record in Problem Management and provide a workaround. Problem Management aims to identify the root cause of incidents and provide workarounds or permanent solutions. In this scenario, creating a known error record and providing a workaround directly reduces the impact of the known bug. Option A is incorrect because Service Level Management focuses on setting and managing service level targets, not on addressing the technical problem. Option C is incorrect because Incident Management is about restoring service quickly after an incident occurs, but it does not proactively address the underlying known error. Option D is incorrect because Change Enablement manages the lifecycle of changes, but replacing the software may not be feasible or immediate, and it is not the practice specifically designed to handle known errors.

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Renegotiate service level targets with the customer in Service Level Management

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Implement a faster incident resolution process in Incident Management

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Submit a change request to Change Enablement to replace the software

Question 12

Which THREE of the following are key activities of Service Configuration Management?

Accepted Answer

Identifying and documenting configuration items (CIs). Identifying and documenting configuration items (CIs) is a foundational activity of Service Configuration Management. It ensures that all components of the IT infrastructure, including hardware, software, and documentation, are uniquely identified and recorded in the configuration management database (CMDB) to support control and traceability.

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Authorizing and scheduling changes to CIs

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Defining service level targets with customers

Question 13

A retail company is experiencing frequent service outages during peak hours due to insufficient capacity. The IT team wants to implement a practice that ensures the service provider has the capacity to meet agreed service level targets cost-effectively and in a timely manner. Which ITIL management practice should they use?

Accepted Answer

Capacity and performance management. In ITIL 4, the practice that ensures the service provider has sufficient capacity to meet agreed service level targets cost-effectively and in a timely manner is Capacity and performance management. Option B represents this practice. Option A (Monitoring and event management) focuses on detecting events, not capacity planning. Option C (Availability management) focuses on availability, not capacity. Option D (Service level management and availability management) covers service levels and availability but not capacity. Therefore, B is correct.

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Monitoring and event management

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Availability management

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Service level management and availability management

Question 14

Drag and drop the steps of the availability management process into the correct order.

Accepted Answer

Step 1: Define availability requirements, Step 2: Design for availability, Step 3: Monitor availability, Step 4: Analyze availability, Step 5: Improve availability. Availability management begins with defining requirements, then designing, monitoring, analyzing, and improving.

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Step 1: Design for availability, Step 2: Define availability requirements, Step 3: Monitor availability, Step 4: Analyze availability, Step 5: Improve availability

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Step 1: Define availability requirements, Step 2: Monitor availability, Step 3: Design for availability, Step 4: Analyze availability, Step 5: Improve availability

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Step 1: Define availability requirements, Step 2: Design for availability, Step 3: Analyze availability, Step 4: Monitor availability, Step 5: Improve availability

Question 15

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

Accepted Answer

Log an incident and categorize it appropriately. The first step in Incident Management is to log and categorize the incident. This ensures that the issue is recorded and can be properly prioritized and escalated. Option A is incorrect because root cause analysis belongs to Problem Management, which occurs after incidents are logged. Option C is incorrect because a change request would be appropriate only after a solution is identified. Option D is incorrect because service requests are for pre-approved, routine needs.

Answer

Investigate the root cause of the access issue

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Submit a change request to modify the CRM system

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Create a service request for the users to regain access