ITIL4F ITIL Management Practices Practice Test 13 — 15 Questions

Question 1

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 record with all relevant details. The first step in Incident Management is to log the incident. All details should be captured before proceeding with triage or escalation.

Answer

Implement a known workaround from the known error database

Answer

Perform a root cause analysis

Answer

Escalate the issue to the problem management team

Question 2

Which of the following BEST describes the difference between an incident and a service request?

Accepted Answer

Incidents are unplanned disruptions; service requests are routine, pre-approved requests. The ITIL 4 definition clearly distinguishes incidents as unplanned interruptions or reductions in service quality, while service requests are pre-defined, standardized, and pre-approved requests from users for information, advice, or access. This aligns with the ITIL 4 Foundation syllabus, which separates the two based on the nature of the trigger—unplanned vs. planned—not on resolution time, workaround necessity, or assignment team.

Answer

Incidents require a workaround; service requests do not

Answer

Incidents are always resolved within 24 hours; service requests have no time limit

Answer

Incidents are handled by the service desk; service requests are handled by change enablement

Question 3

A change request to upgrade an application is classified as 'normal'. What is the correct sequence of activities for this type of change?

Accepted Answer

Request, assess, authorize, plan, implement, review. ITIL 4 defines the normal change sequence as: request, assess, authorize, plan, implement, and review. This ensures that all normal changes are properly evaluated for risk and impact before authorization, then planned and implemented, followed by a review to confirm success and capture lessons learned.

Answer

Request, implement, review, close

Answer

Plan, authorize, implement, review, close

Answer

Assess, authorize, implement, close

Question 4

What is the purpose of the Service Desk practice?

Accepted Answer

To provide a single point of contact for users. The Service Desk practice provides a single point of contact (SPOC) for users to report incidents, submit service requests, and receive updates. This ensures that all user interactions are logged, tracked, and managed consistently, aligning with the ITIL 4 guiding principle of 'Focus on Value' by reducing user confusion and improving resolution times.

Answer

To monitor and control IT events

Answer

To manage the lifecycle of all IT assets

Answer

To negotiate service level agreements

Question 5

In which phase of Problem Management are known errors created and managed?

Accepted Answer

Error control. Known errors are created and managed during the Error Control phase of Problem Management. This phase focuses on documenting known errors in the Known Error Database (KEDB) after root cause analysis is complete, and managing them through their lifecycle until a permanent resolution (e.g., a change via RFC) is implemented. Error Control ensures that workarounds are available and that the known error is tracked for future resolution.

Answer

Incident management

Answer

Problem control (root cause analysis)

Answer

Problem identification

Question 6

An organization wants to ensure that its IT services are available according to agreed levels. Which practice is PRIMARILY responsible for negotiating and monitoring these levels?

Accepted Answer

Service Level Management. Service Level Management (SLM) is the ITIL practice responsible for negotiating, agreeing, and documenting service level targets with customers, and then monitoring and reporting on actual service performance against those targets. It ensures that IT services are delivered at the agreed levels by managing service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts.

Answer

IT Asset Management

Answer

Availability Management

Answer

Monitoring and Event Management

Question 7

A service desk measures the percentage of calls resolved on first contact. Which metric is this?

Accepted Answer

First Contact Resolution (FCR). First Contact Resolution (FCR) is the correct metric because it specifically measures the percentage of calls resolved during the initial contact with the service desk, without requiring a callback, escalation, or follow-up. This aligns directly with the question's definition, as FCR is a key performance indicator (KPI) in ITIL 4 for evaluating service desk efficiency and user satisfaction.

Answer

Customer Satisfaction Score (CSAT)

Answer

Mean Time to Resolve (MTTR)

Answer

Service Level Achievement

Question 8

What is the purpose of the Continual Improvement practice?

Accepted Answer

To align IT services with changing business needs through ongoing improvements. The Continual Improvement practice ensures that IT services remain aligned with evolving business needs by systematically identifying and implementing improvements. This is the core purpose defined in ITIL 4, focusing on ongoing enhancement of services, processes, and capabilities rather than maintaining a static state.

Answer

To ensure services meet agreed levels of availability

Answer

To provide a single point of contact for users

Answer

To manage the lifecycle of all IT assets

Question 9

Which ITIL practice is responsible for managing the lifecycle of all IT assets, including financial aspects?

Accepted Answer

IT Asset Management. IT Asset Management (ITAM) is the correct practice because it is specifically defined in ITIL 4 to manage the lifecycle of all IT assets, including their financial aspects such as procurement, depreciation, and disposal. This practice ensures that assets are accounted for, controlled, and optimized from acquisition to retirement, directly covering financial management of hardware, software, and licenses.

Answer

Service Configuration Management

Answer

Service Level Management

Answer

Supplier Management

Question 10

Which of the following is an example of an output, as defined in ITIL 4?

Accepted Answer

A monthly performance report generated by the IT system. An output, as defined in ITIL 4, is a tangible, deliverable result produced by an activity or process. A monthly performance report is a concrete, measurable artifact generated by the IT system, which aligns with the ITIL 4 definition of an output as something that is directly produced, not an outcome or benefit.

Answer

Reduction in average incident resolution time

Answer

Improved user satisfaction after a system upgrade

Answer

Increased revenue from a new service

Question 11

Which type of change follows a pre-defined, low-risk procedure and is pre-approved?

Accepted Answer

Standard change. A standard change is a pre-defined, low-risk change that follows a specific procedure and is pre-approved by change management. It does not require a new change request each time because its risk profile and implementation steps are already documented and authorized. This aligns with ITIL 4's definition of a standard change as a change that is well-understood, fully documented, and can be implemented without additional approval.

Answer

Service request

Answer

Normal change

Answer

Emergency change

Question 12

Which TWO of the following are types of events in Monitoring and Event Management?

Accepted Answer

Informational. In ITIL 4, Monitoring and Event Management defines three event types: Informational, Warning, and Exception. Informational events (option B) are routine notifications that indicate normal operations, such as a successful backup completion or a device powering on. They require no action but are logged for audit or trend analysis.

Answer

Critical

Answer

Standard

Answer

Emergency

Question 13

What type of change is pre-authorized and follows a low-risk, standardized procedure?

Accepted Answer

Standard change. D is correct because a Standard change is pre-authorized by default and follows a low-risk, standardized procedure, such as applying a routine security patch or provisioning a new user account. This aligns with ITIL 4's definition of a Standard change as one that is well-understood, fully documented, and can be implemented without requiring additional approval each time.

Answer

Normal change

Answer

Service request

Answer

Emergency change

Question 14

A company wants to improve its incident resolution time. Which practice would be most relevant to analyze recurring incidents and identify underlying causes?

Accepted Answer

Problem Management. Problem Management is the ITIL practice specifically designed to analyze recurring incidents by performing root cause analysis (RCA) and identifying underlying causes. By using techniques such as trend analysis, Kepner-Tregoe, or 5 Whys, Problem Management proactively reduces incident volume and resolution time, directly addressing the company's goal.

Answer

Continual Improvement

Answer

Incident Management

Answer

Change Enablement

Question 15

Which THREE are phases of the ITIL Continual Improvement Model?

Accepted Answer

Implement improvements. The ITIL 4 Continual Improvement Model consists of seven steps: 1. What is the vision? (Define the vision and business goals), 2. Where are we now? (Assess current state, including baselines), 3. Where do we want to be? (Define measurable targets), 4. How do we get there? (Develop improvement plan), 5. Take action? (Implement improvements), 6. Did we get there? (Evaluate results), 7. How do we keep momentum? Of the given options, 'Implement improvements' (A) is step 5, 'Define what you want to achieve' (B) corresponds to step 1, and 'Evaluate results' (E) is step 6. 'Define baselines' (C) is part of step 2 but not a separate phase, and 'Monitor and control changes' (D) is not a phase in this model.

Answer

Define baselines

Answer

Monitor and control changes