ITIL4F ITIL Management Practices Practice Test 16 — 15 Questions

Question 1

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

Accepted Answer

IT Asset Management. IT Asset Management (ITAM) is the correct practice because it is specifically responsible for managing the lifecycle of all IT assets, including financial, contractual, and inventory aspects from acquisition to disposal. This aligns with the ITIL 4 definition, which states ITAM oversees the entire lifecycle of assets to optimize value and control costs, unlike other practices that focus on changes, configurations, or deployments.

Answer

Change Enablement

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Service Configuration Management

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Deployment Management

Question 2

A service desk analyst handles a password reset request. According to ITIL 4, this should be classified as:

Accepted Answer

A service request. A password reset is a standard, pre-approved request for information or access that follows a defined procedure, which aligns with ITIL 4's definition of a service request. It does not involve restoring a failed service (incident), altering a configuration (change), or investigating an underlying cause (problem).

Answer

An incident

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A change request

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A problem

Question 3

Which practice uses the ITIL Continual Improvement Model (7 steps)?

Accepted Answer

Continual Improvement. The Continual Improvement practice is the ITIL 4 practice that uses the Continual Improvement Model, a seven-step process: (1) What is the vision? (2) Where are we now? (3) Where do we want to be? (4) How do we get there? (5) Take action, (6) Did we get there? (7) How do we keep the momentum going? This practice drives ongoing improvement of products, services, and practices across the organization.

Answer

Service Desk

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Incident Management

Answer

Change Enablement

Question 4

Which TWO of the following are types of change in ITIL 4?

Accepted Answer

Normal change. In ITIL 4, changes are categorized by how they are authorized and scheduled, and the two recognized types among the options are the normal change (B) and the standard change (E). A normal change (B) is correct because it is a change that must be assessed, authorized, and scheduled through the change control practice, typically following a defined workflow such as the change advisory board (CAB) review. A standard change (E) is correct because it is a pre-authorized, low-risk, routine change with a documented procedure that does not require additional authorization each time it is implemented. The other options do not belong: urgent change (A) and planned change (D) are not ITIL 4 change types but rather descriptors or legacy terms, and routine change (C) is not an ITIL 4 category — routine work is handled as standard changes or service requests, not as a separate change type.

Answer

Urgent change

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Routine change

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Planned change

Question 5

Which THREE of the following are key activities of Monitoring and Event Management?

Accepted Answer

Detect events. Monitoring and Event Management in ITIL/ITSM centers on the operational loop of observing infrastructure and services, so option B (Detect events) is correct because detecting events is the core purpose of monitoring tools and agents that observe metrics, logs, and status changes. Option E (Classify events as informational, warning, or exception) is correct because once an event is detected it must be categorized by significance so that informational events are logged, warnings are assessed, and exceptions trigger incident or problem handling. Option D (Respond to events) is correct because the process must act on classified events, whether by automated remediation, raising an incident, or escalating to the appropriate team. Option A (Negotiate SLAs) is not part of this practice; SLA negotiation belongs to Service Level Management, which defines targets that monitoring may later measure against. Option C (Perform root cause analysis) is not a Monitoring and Event Management activity either; root cause analysis is performed within Problem Management to identify the underlying cause of incidents.

Answer

Negotiate SLAs

Answer

Perform root cause analysis

Question 6

Which TWO of the following are components of the Service Value System (SVS)?

Accepted Answer

Service value chain. The Service Value System (SVS) is a core component of ITIL 4 that describes how all components and activities of an organization work together as a system to enable value creation. The Service Value Chain (Option D) is a central element of the SVS, providing an operating model for the creation, delivery, and continuous improvement of services. Guiding Principles (Option E) are also a key component of the SVS, providing universal recommendations that guide an organization in all its work.

Answer

Service desk

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Service level agreements

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Configuration management database

Question 7

Which of the following BEST distinguishes an incident from a service request?

Accepted Answer

Incidents are unplanned interruptions, while service requests are predefined and pre-approved. ITIL 4 defines an incident as an unplanned interruption to a service or a reduction in its quality, whereas a service request is a predefined, pre-approved, and standardized request from a user for information, advice, access, or a change that does not require a formal risk assessment or approval process. This distinction is fundamental to ITIL's service value system, as incidents trigger the incident management practice to restore normal service operation, while service requests follow the service request management practice with a lower risk profile and standardized fulfillment procedures.

Answer

Incidents have a higher priority than service requests

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Incidents are reported by users, while service requests are initiated by the service provider

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Incidents require a workaround, while service requests require a change

Question 8

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

Accepted Answer

IT Asset Management. IT Asset Management (ITAM) is the ITIL 4 practice specifically responsible for planning, managing, and controlling the lifecycle of all IT assets, including hardware, software, and digital assets. It ensures assets are accounted for, financially optimized, and compliant with policies from acquisition through disposal. This practice directly aligns with the question's focus on lifecycle management of all IT assets.

Answer

Supplier Management

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Service Catalog Management

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Service Configuration Management

Question 9

A problem manager has identified multiple incidents with no known cause. Which phase of Problem Management is being performed?

Accepted Answer

Problem identification. Problem identification involves detecting problems from incidents and other sources. In this scenario, the problem manager is identifying a problem from incidents, which is the first phase. Option A is correct. Option B involves root cause analysis. Option C involves managing known errors. Option D is not a separate phase.

Answer

Problem control

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Error control

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Post-implementation review

Question 10

An organization wants to improve first-level resolution rate. Which practice should be primarily involved?

Accepted Answer

Service Desk. First-level resolution rate measures how many incidents are resolved at the first point of contact, which is the Service Desk's core responsibility. The Service Desk owns incident logging, initial diagnosis, and first-line resolution, so improving this metric is primarily a Service Desk practice concern.

Answer

Monitoring and Event Management

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Problem Management

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Service Level Management

Question 11

What type of change is pre-authorized and has a defined procedure?

Accepted Answer

Standard change. A standard change is pre-authorized by change management and follows a defined, low-risk procedure that does not require additional approval each time it is executed. This aligns with the ITIL 4 definition of a standard change as a change that is well-understood, fully documented, and can be implemented without a formal change advisory board (CAB) meeting.

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Optional change

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Normal change

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Emergency change

Question 12

A service desk agent is handling a request for a new software installation that is listed in the service catalogue. According to ITIL 4, what type of record should be raised?

Accepted Answer

Service request. A service request is the correct record type because the user is asking for a new software installation that is already defined in the service catalogue. According to ITIL 4, a service request is a formal request from a user for something to be provided – for example, access to an application or installation of standard software – and it follows a pre-defined, standardized procedure. This is distinct from an incident (unplanned interruption), a problem (root cause of incidents), or a change (alteration to a service).

Answer

Change request

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Problem record

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Incident record

Question 13

Which document defines the level of service expected between a service provider and a customer?

Accepted Answer

Service Level Agreement (SLA). A Service Level Agreement (SLA) is a formal document that defines the level of service expected between a service provider and a customer, including metrics like uptime, response times, and penalties for non-compliance. It is the primary contractual agreement for service expectations.

Answer

Service catalogue

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Operational Level Agreement (OLA)

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Underpinning Contract (UC)

Question 14

An organization has a CMDB that contains information about all configuration items (CIs) and their relationships. Which practice is primarily responsible for maintaining this information?

Accepted Answer

Service Configuration Management. Service Configuration Management is the ITIL 4 practice responsible for ensuring that accurate and reliable information about configuration items (CIs) and their relationships is available when and where it is needed — including maintaining the CMDB. It covers the collection, storage, and ongoing accuracy of CI data throughout the service lifecycle.

Answer

Service Catalog Management

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IT Asset Management

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Deployment Management

Question 15

What is the purpose of the 'shift-left' strategy in a service desk?

Accepted Answer

To resolve more incidents at the first point of contact without escalation. Shift-left strategy in a service desk aims to resolve incidents at the earliest possible point, typically the first point of contact (e.g., service desk agent or self-service portal), thereby minimizing escalations. The correct answer is B because it directly captures this purpose: resolving more incidents at the first point of contact without escalation. Option A describes self-service, which is a method of shift-left but not its overall purpose. Option C is related to availability management, and option D is about automation, which are not the primary purpose of shift-left.

Answer

To enable users to resolve issues themselves via a portal

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To increase system availability by reducing downtime

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To automate incident resolution using artificial intelligence