ITIL4F ITIL Management Practices Practice Test 12 — 15 Questions

Question 1

During a major incident, a workaround is implemented to restore service. Later, the service desk continues to use the workaround to help users. According to ITIL 4, where should this workaround be documented?

Accepted Answer

In a known error record in the KEDB. According to ITIL 4, a workaround that is used repeatedly after a major incident should be documented in a known error record within the Known Error Database (KEDB). This ensures that the workaround is formally captured, linked to the underlying problem, and available for future incidents, rather than being lost in a single incident record or change request.

Answer

In a change request

Answer

In the configuration management system (CMS)

Answer

In the incident record only

Question 2

An IT department is considering replacing a critical server. According to ITIL 4, which type of change should be used if the replacement involves a new, untested model and requires a full risk assessment?

Accepted Answer

Normal change. A normal change requires assessment and authorization by a change authority. Option C is correct. Option A is pre-approved. Option B is for urgent, emergency situations. Option D is not a change type.

Answer

Standard change

Answer

Service request

Answer

Emergency change

Question 3

Which practice involves detecting and classifying events such as informational, warning, and exception?

Accepted Answer

Monitoring and Event Management. Monitoring and Event Management is responsible for detecting and classifying events. Option D is correct.

Answer

Incident Management

Answer

Change Enablement

Answer

Service Desk

Question 4

A team is using the ITIL continual improvement model. After defining the vision, what is the NEXT step?

Accepted Answer

Assess the current state. The ITIL continual improvement model defines a sequence of steps: 'What is the vision?', 'Where are we now?', 'Where do we want to be?', 'How do we get there?', 'Take action', 'Did we get there?', and 'How do we keep the momentum?'. After defining the vision (step 1), the next step is to assess the current state (step 2) to establish a baseline before setting measurable targets or creating an improvement plan.

Answer

Define measurable targets

Answer

Create an improvement plan

Answer

Identify the improvement opportunities

Question 5

What is the key difference between Deployment Management and Release Management in ITIL 4?

Accepted Answer

Release Management ensures the service is available for use; Deployment Management moves components into the live environment. Release Management is responsible for making new or changed services available for use. Deployment Management is responsible for moving components into the live environment. Option B captures the essence. Option A is incorrect because both can move components. Option C is incorrect because releases are not always deployments. Option D is incorrect because both can be automated.

Answer

Deployment Management is part of Release Management

Answer

Release Management is only for major releases; Deployment Management is for all releases

Answer

Deployment Management focuses on moving to production; Release Management focuses on building the release

Question 6

Which TWO of the following are considered service management practices in ITIL 4?

Accepted Answer

Service Desk. Service Desk is correct because ITIL 4 defines it as a key service management practice that provides a single point of contact between the service provider and users for managing incidents, service requests, and communication. It is explicitly listed in the ITIL 4 service management practices, focusing on operational support and user interaction.

Answer

IT Asset Management

Answer

Capacity and Performance Management

Answer

Supplier Management

Question 7

Which THREE of the following are activities of the Problem Management practice?

Accepted Answer

Problem identification. Problem Management includes problem identification, root cause analysis (problem control), and managing known errors (error control). Monitoring services is part of Monitoring and Event Management. Managing changes is part of Change Enablement.

Answer

Managing changes

Answer

Monitoring services for events

Question 8

Which TWO of the following are characteristics of a standard change?

Accepted Answer

Pre-approved with a defined procedure. Option C is correct because a standard change is pre-approved by the Change Authority and follows a defined, low-risk procedure. This means the change does not require a full CAB meeting each time it is implemented, as its risk profile and implementation steps are already documented and authorized.

Answer

Only used for major infrastructure upgrades

Answer

Require a full Change Advisory Board (CAB) meeting

Answer

Implemented via an emergency process

Question 9

What is the PRIMARY purpose of the Incident Management practice?

Accepted Answer

To restore normal service as quickly as possible. Incident Management aims to restore normal service as quickly as possible, minimizing impact on business operations.

Answer

To manage service requests from users

Answer

To identify the root cause of incidents

Answer

To monitor and report on service performance

Question 10

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

Accepted Answer

Log an incident record and attempt to restore service. The first step is to log the incident to initiate the Incident Management process and restore service.

Answer

Submit an emergency change to fix the system

Answer

Raise a problem record to investigate the root cause

Answer

Inform the users that it is a known issue

Question 11

A service desk agent fulfills a password reset request for a user. According to ITIL 4, which practice does this activity belong to?

Accepted Answer

Service Request Management. Password resets are pre-approved, routine requests, typical of Service Request Management.

Answer

Change Enablement

Answer

Incident Management

Answer

Problem Management

Question 12

Which of the following is an example of a standard change?

Accepted Answer

Restarting a server after a scheduled patch. Standard changes are pre-approved, low-risk, frequent changes that follow a defined procedure.

Answer

Deploying an urgent security patch to fix a zero-day exploit

Answer

Implementing a new financial system

Answer

Migrating the data center to a new location

Question 13

In ITIL 4, what is the single point of contact (SPOC) between the service provider and users?

Accepted Answer

Service Desk. The Service Desk is the single point of contact (SPOC) between the service provider and users in ITIL 4. It handles all user interactions, including incident logging, service requests, and communication, ensuring a consistent and efficient interface. This role is defined in the ITIL 4 Service Desk practice, which focuses on restoring normal service operation as quickly as possible.

Answer

Incident Management

Answer

Configuration Management

Answer

Service Level Management

Question 14

What is the primary focus of Problem Management in ITIL 4?

Accepted Answer

Finding underlying causes of incidents. Problem Management aims to identify and remove the root causes of incidents to prevent recurrence.

Answer

Managing service requests from users

Answer

Restoring service as quickly as possible

Answer

Implementing changes to IT infrastructure

Question 15

An organization implements a new monitoring tool that automatically detects and classifies events. A high-priority event triggers an alert. According to ITIL 4, what type of event is this?

Accepted Answer

Exception event. In ITIL 4, an exception event indicates that something has occurred that deviates from normal operation, often requiring immediate attention. A high-priority alert triggered by a monitoring tool automatically detecting and classifying events fits this definition, as it signals a significant anomaly that may impact services.

Answer

Informational event

Answer

Warning event

Answer

Normal event