ITIL4F ITIL Management Practices Practice Test 14 — 15 Questions

Question 1

A service desk analyst receives a call from a user requesting a new laptop because their current one is slow. According to ITIL 4, how should this request be classified?

Accepted Answer

Service request, because the user is asking for a new device, which is a standard request. According to ITIL 4, a service request is a formal request from a user for something to be provided – for example, a new laptop. This is a standard, pre-approved change that follows a defined procedure, not an unplanned interruption or a failure. The user is not reporting an incident (the laptop is slow but still operational) or a problem; they are asking for a new asset as part of normal service delivery.

Answer

Incident, because the user is experiencing a slow laptop

Answer

Change request, because a new laptop requires changes to the asset register

Answer

Problem, because the slow performance may be a recurring issue

Question 2

An organization is implementing a new monitoring tool. Which type of event should trigger an immediate response from the IT team?

Accepted Answer

Exception event. Exception events indicate that a service or component has deviated from its normal or expected operation — for example, a server going down, a disk failing, or a process crashing. Because they signal an actual fault or breach of an operational threshold, ITIL 4 service management designates them as requiring immediate investigation and response. Scheduled events (e.g., backups, batch jobs) and informational events are expected and logged for reference, while warning events indicate a potential issue that may need attention but not necessarily an immediate reaction.

Answer

Scheduled event

Answer

Warning event

Answer

Informational event

Question 3

Which of the following is a difference between a standard change and a normal change?

Accepted Answer

Standard changes are pre-approved and follow a predefined procedure. Standard changes are pre-approved and have a defined procedure; normal changes require assessment and approval by a change authority.

Answer

Normal changes require approval from the CAB, while standard changes do not require any approval

Answer

Standard changes can be implemented without a change request

Answer

Standard changes are always low risk, while normal changes are high risk

Question 4

What is the purpose of a service level agreement (SLA)?

Accepted Answer

To negotiate and agree on service level targets with the customer. The purpose of a Service Level Agreement (SLA) is to formally negotiate and document the agreed service level targets between the service provider and the customer. This ensures both parties have a clear, measurable understanding of service expectations, such as availability, response times, and resolution times, which are directly tied to business needs.

Answer

To document the internal targets for the IT department

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To define the technical specifications of a service

Answer

To describe the services available in the service catalogue

Question 5

A major incident occurs. The IT team implements a workaround to restore service. Which practice is responsible for ensuring that the workaround does not become a permanent solution?

Accepted Answer

Problem Management. Problem Management is responsible for identifying the root cause of incidents and ensuring that workarounds are properly documented, analyzed, and eventually replaced with permanent fixes. In ITIL 4, Problem Management conducts root cause analysis (RCA) and manages known errors, so a workaround implemented during a major incident does not become a de facto permanent solution. This practice ensures that the workaround is tracked in the Known Error Database (KEDB) and that a permanent resolution is scheduled and implemented.

Answer

Change Enablement

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Service Level Management

Answer

Incident Management

Question 6

An IT department has a CMDB. Which practice is primarily responsible for ensuring that configuration data is accurate and up to date?

Accepted Answer

Service Configuration Management. Service Configuration Management (C) is the practice responsible for maintaining accurate and up-to-date configuration data in the CMDB. It ensures that all Configuration Items (CIs) are identified, controlled, and their attributes and relationships are recorded and verified through regular audits and reconciliation processes, directly supporting the integrity of the CMDB.

Answer

Monitoring and Event Management

Answer

IT Asset Management

Answer

Service Desk

Question 7

Which practice involves the use of an improvement register?

Accepted Answer

Continual Improvement. The Continual Improvement practice is responsible for identifying and managing improvement opportunities across all ITIL practices. The improvement register is a key tool used to log, track, and prioritize these improvement initiatives, ensuring they are systematically reviewed and acted upon.

Answer

Problem Management

Answer

Change Enablement

Answer

Service Level Management

Question 8

A supplier is consistently failing to meet contractual targets. Which practice is responsible for managing this?

Accepted Answer

Supplier Management. Supplier Management is the ITIL 4 practice responsible for managing suppliers and their performance to ensure they meet contractual targets. When a supplier consistently fails to meet these targets, the Supplier Management practice owns the process of monitoring, reporting, and initiating corrective actions or escalations, including contract termination if necessary. This practice directly handles supplier relationships, performance reviews, and compliance with agreed service levels.

Answer

IT Asset Management

Answer

Service Level Management

Answer

Change Enablement

Question 9

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

Accepted Answer

Warning. In the ITIL 4 Monitoring and Event Management practice, events are classified into three types: Informational, Warning, and Exception. 'Warning' (B) is a valid type indicating an event that is not normal but does not yet require immediate action, such as a threshold being approached. 'Informational' (D) is also valid, representing routine events like a successful backup completion or a status update.

Answer

Error

Answer

Critical

Answer

Alert

Question 10

Which THREE are key performance indicators (KPIs) for the Service Desk practice?

Accepted Answer

First Contact Resolution (FCR). First Contact Resolution (FCR) (A) is a core Service Desk KPI because it measures the percentage of incidents or requests resolved during the initial interaction without escalation or callback, directly reflecting Service Desk efficiency and effectiveness. Mean Time to Resolve (MTTR) (B) is also a key Service Desk KPI, as it quantifies the average elapsed time from incident/request logging to resolution, indicating how quickly the desk restores service. Customer Satisfaction (CSAT) (E) is a key Service Desk KPI because it captures end-user perception of support quality, typically via post-interaction surveys, and reflects the user experience the desk delivers. Number of changes implemented (C) is a change management metric, not a Service Desk performance indicator, and Percentage of SLA targets met (D) is a broader service-level or SLA management measure rather than a Service Desk-specific KPI.

Answer

Number of changes implemented

Answer

Percentage of SLA targets met

Question 11

Which TWO are phases of the Problem Management practice?

Accepted Answer

Problem control. Problem Management includes the phases Problem Identification (detecting and logging problems) and Problem Control (analyzing and documenting workarounds and root causes). These are the two phases that directly address the lifecycle of a problem, distinct from incident or change activities.

Answer

Service restoration

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Incident resolution

Answer

Change authorization

Question 12

Which of the following describes a key difference between Incident Management and Problem Management in ITIL 4?

Accepted Answer

Incident Management aims to restore normal service as soon as possible; Problem Management aims to prevent incidents from happening or recurring. Incident Management focuses on restoring normal service operation as quickly as possible to minimize business impact, while Problem Management seeks to identify and eliminate the underlying root causes of incidents to prevent recurrence or reduce their impact. This distinction is fundamental in ITIL 4: Incident Management is about speed of recovery, Problem Management about long-term stability.

Answer

Incident Management is reactive; Problem Management is always proactive

Answer

Incident Management is only for major incidents; Problem Management is for minor issues

Answer

Incident Management always resolves the root cause; Problem Management only applies workarounds

Question 13

An organization has a pre-approved process for adding new users to a system. A manager requests access for a new employee. According to ITIL 4, how should this request be classified?

Accepted Answer

As a service request, because it is a predefined, pre-approved fulfillment. Per ITIL 4, a service request is a predefined, pre-approved, and standardized request for a service action, such as granting access to a system. The process for adding new users is already approved and documented, so the manager's request fits the definition of a service request, not a change or incident.

Answer

As a normal change, because it involves granting access

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As an emergency change, to expedite the request

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As an incident, because the new employee cannot access the system yet

Question 14

What is the PRIMARY purpose of the Service Desk practice in ITIL 4?

Accepted Answer

To capture and manage all service requests and incidents. The Service Desk practice in ITIL 4 serves as the single point of contact between the service provider and users. Its primary purpose is to capture, manage, and progress all service requests and incidents, ensuring they are logged, categorized, prioritized, and routed to the appropriate resolution teams. This aligns with the ITIL 4 definition that the Service Desk is the entry point for all user interactions, not a specialized technical function.

Answer

To manage the lifecycle of all IT assets

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To analyze root causes of recurring incidents

Answer

To monitor the performance of IT services

Question 15

A change request to replace a server with a newer model is assessed as low risk and follows a defined procedure. Which type of change should this be classified as in ITIL 4?

Accepted Answer

Standard change. A standard change is a pre-approved, low-risk change that follows a defined procedure, such as replacing a server with a newer model according to a vendor's lifecycle plan. This classification allows the change to be implemented without requiring additional authorization from the change authority, as long as it adheres to the established procedure. The key differentiator is that the risk is assessed as low and the procedure is well-documented and repeatable.

Answer

Service request

Answer

Emergency change

Answer

Normal change