ITIL4F ITIL Management Practices Practice Test 14 — 15 Questions

Question 1

Which practice in ITIL 4 includes the activities of problem identification, problem control, and error control?

Accepted Answer

Problem Management. Option D is correct because Problem Management is the ITIL 4 practice specifically designed to manage the lifecycle of all problems. Its core activities are problem identification (detecting and logging problems), problem control (analyzing and documenting workarounds and root causes), and error control (managing known errors through the lifecycle until a permanent resolution is implemented).

Answer

Incident Management

Answer

Change Enablement

Answer

Service Level Management

Question 2

In the ITIL 4 Service Value System, which component provides governance and guidance?

Accepted Answer

Governance. In the ITIL 4 Service Value System (SVS), the Governance component is specifically responsible for defining the direction, policies, and control mechanisms that ensure the organization's activities align with its objectives. It provides the overarching framework for decision-making and accountability, guiding how all other SVS components operate. Without governance, the SVS would lack the necessary oversight to ensure value co-creation is achieved in a controlled and compliant manner.

Answer

Guiding Principles

Answer

Continual Improvement

Answer

Service Value Chain

Question 3

A service desk analyst resolves a user's password reset request. According to ITIL 4, what type of record should be closed?

Accepted Answer

Service request. Password resets are pre-approved, routine requests, so they are service requests.

Answer

Problem record

Answer

Incident record

Answer

Change request

Question 4

Which ITIL 4 practice is responsible for managing the lifecycle of all IT assets?

Accepted Answer

IT Asset Management. IT Asset Management manages the lifecycle of IT assets, including financial and contractual aspects.

Answer

Service Configuration Management

Answer

Supplier Management

Answer

Capacity and Performance Management

Question 5

An organization has a change that must be implemented immediately to prevent a major financial loss. According to ITIL 4, what type of change is this?

Accepted Answer

Emergency change. An emergency change is required when a change must be implemented urgently to prevent a major impact.

Answer

Service request

Answer

Standard change

Answer

Normal change

Question 6

Which TWO are benefits of using a shift-left strategy in the service desk?

Accepted Answer

Increased first contact resolution rates. Shift-left in the service desk involves empowering front-line staff with better tools, knowledge, and automation to resolve issues at the first point of contact. This directly increases first contact resolution (FCR) rates because technicians can handle more incidents without escalating. Higher FCR reduces the number of incidents that need to be passed to higher-level support, which is the second correct benefit.

Answer

Increased reliance on senior technicians

Answer

Reduced need for incident management

Answer

Elimination of service requests

Question 7

Which THREE are components of the ITIL 4 Service Value System?

Accepted Answer

Guiding Principles. The Service Value System includes the Guiding Principles, Governance, Service Value Chain, Practices, and Continual Improvement.

Answer

Service Level Agreements

Answer

Configuration Management Database

Question 8

Which TWO statements correctly describe the difference between Incident Management and Problem Management?

Accepted Answer

Problem Management includes the use of workarounds from known errors.. Incident Management focuses on restoring service; Problem Management focuses on finding root causes. Problem Management may use workarounds from known errors.

Answer

Problem Management is part of the Service Desk.

Answer

Incident Management is reactive; Problem Management is always proactive.

Answer

Incident Management is only for major incidents.

Question 9

An organization's IT service desk is receiving a high volume of calls about users being unable to log in to the payroll system following a scheduled maintenance window. According to ITIL 4, what type of record should be raised?

Accepted Answer

An incident record, as users are experiencing an unplanned service interruption. Option B is correct because an unplanned interruption to a service is an incident. Even though it occurred after maintenance, users are now unable to access the service, which constitutes a loss of service — the definition of an incident. Option A is wrong because a problem is the underlying cause of incidents, which is investigated after incidents are logged. Option C is wrong because a change request is used to modify IT infrastructure, not to record service disruptions. Option D is wrong because a service request is for pre-approved, routine fulfilments.

Answer

A service request, to fulfil the users' need to access the payroll system

Answer

A change request, to reverse the changes made during the maintenance window

Answer

A problem record, to investigate the root cause of the login failure

Question 10

What is the PRIMARY purpose of the Incident Management practice?

Accepted Answer

To restore normal service as quickly as possible and minimize the negative impact on business operations. The primary purpose of Incident Management is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations. Option A is correct. Option B is the purpose of Problem Management. Option C is related to Change Enablement. Option D is associated with Service Level Management.

Answer

To assess, authorize, and schedule changes to IT services

Answer

To negotiate and agree on service level targets with customers

Answer

To identify the root cause of incidents and prevent recurrence

Question 11

A service desk analyst receives a call from a user who cannot access the network drive. The analyst quickly resets the user's permissions and the issue is resolved. Which ITIL 4 practice is being demonstrated?

Accepted Answer

Incident Management. The analyst is handling an incident (unplanned interruption) by restoring service. This is Incident Management. Option A is correct. Option B (Problem Management) would involve finding root cause. Option C (Service Request) would be for a pre-approved request, not an unplanned issue. Option D (Change Enablement) is about managing changes.

Answer

Change Enablement

Answer

Service Request Management

Answer

Problem Management

Question 12

Which of the following is a key metric for the Service Desk practice?

Accepted Answer

First Call Resolution (FCR) rate. First Call Resolution (FCR) is a common metric for Service Desk effectiveness. Option C is correct. MTTR is for Incident Management. SLA compliance is for Service Level Management. Uptime is for Availability Management.

Answer

Percentage of changes implemented successfully

Answer

Service level agreement (SLA) compliance

Answer

Mean Time to Restore Service (MTTR)

Question 13

During a major outage, a team implements a temporary workaround to restore service. Which ITIL 4 practice is primarily responsible for this action?

Accepted Answer

Incident Management. Incident Management is responsible for restoring service as quickly as possible, even with a workaround. Option A is correct. Problem Management would later diagnose the root cause. Service Desk may log the incident but the restoration action is Incident Management.

Answer

Problem Management

Answer

Change Enablement

Answer

Service Desk

Question 14

An IT team is investigating recurring network outages. They identify the root cause as a faulty switch and record the issue as a known error with a workaround. Which ITIL 4 practice is being applied?

Accepted Answer

Problem Management. Problem Management includes three phases: problem identification, problem control (root cause analysis), and error control (known errors, workarounds). The scenario describes error control. Option B is correct. Incident Management would not involve root cause analysis. Service Desk would not investigate root cause. Supplier Management is about managing vendors, not internal root cause analysis.

Answer

Supplier Management

Answer

Service Desk

Answer

Incident Management

Question 15

What is the purpose of the Service Level Management practice?

Accepted Answer

To negotiate, agree, and monitor service level agreements (SLAs). The Service Level Management practice is specifically defined in ITIL 4 to negotiate, agree, and monitor service level agreements (SLAs). It ensures that service targets are documented, measured, and reviewed, aligning service delivery with business expectations. This practice directly manages the lifecycle of SLAs, including their creation, ongoing monitoring, and periodic review.

Answer

To handle predefined, pre-approved requests from users

Answer

To ensure that services meet current and future demand

Answer

To ensure that services are available as agreed