ITIL4F ITIL Management Practices Practice Test 12 — 15 Questions

Question 1

During a major incident, a temporary workaround is implemented to restore service. Which ITIL 4 practice is responsible for documenting this workaround and managing it until a permanent solution is available?

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

Accepted Answer

Problem Management. Problem Management includes the error control phase, which manages known errors and workarounds. Incident Management resolves incidents but does not formally manage workarounds for known errors. Change Enablement and Service Level Management are not responsible for workarounds.

Answer

Service Level Management

Answer

Change Enablement

Answer

Incident Management

Question 2

An organization wants to implement a tool that tracks the lifecycle of IT assets from procurement to disposal. Which practice is primarily responsible for this?

Accepted Answer

IT Asset Management. IT Asset Management (ITAM) is the practice responsible for tracking the complete lifecycle of IT assets, including procurement, deployment, maintenance, and disposal. It ensures financial and contractual accountability, aligning with ISO 19770 standards for asset management processes.

Answer

Service Configuration Management

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Monitoring and Event Management

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Supplier Management

Question 3

Which of the following is a type of change that is pre-approved and follows a defined procedure?

Accepted Answer

Standard change. A standard change is a pre-approved change that follows a defined procedure, such as a low-risk, routine activity like applying a security patch or provisioning a new user account. ITIL 4 defines standard changes as having a documented, repeatable process that does not require additional authorization each time, making option A correct.

Answer

Service request

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Normal change

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Emergency change

Question 4

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 5

A user submits a request to install a standard software package on their workstation. According to ITIL 4, how should this be classified?

Accepted Answer

As a service request, to be fulfilled via the service catalogue. In ITIL 4, a request for a standard software package is classified as a service request because it is a pre-defined, standardized offering that users can request through the service catalogue. Service requests follow a standard fulfillment process with low risk and no need for individual assessment by a change authority, unlike changes which require formal evaluation.

Answer

As a normal change, requiring assessment by the change authority

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As an incident, because the user needs software to work

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As a problem, because the user may have multiple issues

Question 6

Which ITIL practice involves negotiating, agreeing, and monitoring service level targets?

Accepted Answer

Service Level Management. Service Level Management is responsible for SLAs and ensuring services meet agreed targets.

Answer

Incident Management

Answer

Supplier Management

Answer

Service Desk

Question 7

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

Question 8

An organization wants to improve customer satisfaction when users contact the service desk. Which metric is most appropriate to measure?

Accepted Answer

Customer Satisfaction (CSAT). CSAT is the direct measure of customer satisfaction, typically gathered through post-interaction surveys. It specifically captures the user's perception of the service desk experience, making it the most appropriate metric for the stated goal of improving satisfaction when users contact the service desk.

Answer

Mean Time to Restore Service (MTRS)

Answer

Number of incidents logged

Answer

First Call Resolution (FCR)

Question 9

Which type of change requires assessment and authorization by a change authority, but does not follow a pre-approved procedure?

Accepted Answer

Normal change. A normal change is any change that is not a standard change or an emergency change. It requires assessment and authorization by a change authority (e.g., the Change Manager or Change Advisory Board) but does not follow a pre-approved, low-risk procedure. This distinguishes it from standard changes, which are pre-authorized and follow a documented procedure.

Answer

Emergency change

Answer

Service request

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Standard change

Question 10

What is the role of the Service Desk according to ITIL 4?

Accepted Answer

To be the single point of contact for users. The Service Desk is the single point of contact (SPOC) for users to report issues and request services.

Answer

To manage changes

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To negotiate SLAs

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To perform root cause analysis

Question 11

Which practice ensures that the availability of a service meets the agreed requirements?

Accepted Answer

Availability Management. Availability Management is responsible for ensuring services are available as agreed in SLAs.

Answer

Service Level Management

Answer

Capacity Management

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Continual Improvement

Question 12

An SLA defines the expected level of service between a service provider and a customer. What is an OLA?

Accepted Answer

An agreement between internal teams to support the SLA. An OLA (Operational Level Agreement) is an internal agreement between teams within the same organization that defines how they will work together to support the SLA. It specifies the responsibilities, deliverables, and performance targets for each internal group, ensuring that the service provider can meet the SLA commitments to the customer.

Answer

A legal contract with an external customer

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An agreement between the service provider and an external supplier

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A plan for service improvement

Question 13

Which ITIL 4 practice involves the 7-step improvement model?

Accepted Answer

Continual Improvement. The Continual Improvement practice uses the 7-step improvement model.

Answer

Incident Management

Answer

Problem Management

Answer

Change Enablement

Question 14

Which TWO of the following are examples of utility in ITIL 4?

Accepted Answer

The system supports automated billing. Utility in ITIL 4 refers to the functionality offered by a product or service to meet a specific user need. Option C is correct because automated billing directly fulfills a business requirement by performing a specific function, which is the essence of utility. Option D is correct because report generation is a functional capability that enables users to achieve a desired outcome.

Answer

The system processes transactions within 2 seconds

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The system is available 99.9% of the time

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The system is secure and compliant

Question 15

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 is achieved through a structured lifecycle that includes logging, categorization, prioritization, escalation, and resolution of incidents. The focus is on speed of recovery, not root cause analysis, which belongs to Problem Management.

Answer

To find the root cause of incidents and prevent recurrence

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To manage the lifecycle of all changes in the IT environment

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To negotiate and agree on service level agreements