ITIL4F ITIL Management Practices Practice Test 17 — 15 Questions

Question 1

Which TWO of the following are components of the ITIL 4 Service Value System?

Accepted Answer

Service Value Chain. The ITIL 4 Service Value System (SVS) is the core structural model that describes how all components and activities of an organization work together as a system to enable value creation. The Guiding Principles and the Service Value Chain are two of the five explicitly defined components of the SVS, alongside Governance, Practices, and Continual Improvement. The Service Value Chain is the central operating model for the SVS, outlining the key activities (Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support) that transform demand into value.

Answer

Service Desk

Answer

Change Enablement

Answer

Incident Management

Question 2

What is the PRIMARY purpose of the Incident Management practice?

Accepted Answer

To restore normal service operation as quickly as possible. The primary purpose of Incident Management is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations.

Answer

To manage the lifecycle of all changes

Answer

To find the root cause of incidents

Answer

To ensure that service levels are met

Question 3

A user contacts the service desk to request a new laptop because their current one is broken. The service desk analyst creates a ticket and arranges for a replacement. According to ITIL 4, what type of record should be raised?

Accepted Answer

Service request. This is a service request because it is a pre-defined, pre-approved request for a standard item (replacement laptop for a broken one).

Answer

Incident record

Answer

Change request

Answer

Problem record

Question 4

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 the incident in the IT service management tool. The first step is to log the incident, which captures details and initiates the incident management process.

Answer

Apply a workaround to restore service

Answer

Escalate the issue to the Problem Management team

Answer

Investigate the root cause of the issue

Question 5

An organization has a change policy that requires all changes to be assessed and authorized by the Change Authority. A pre-approved change that has a low risk and follows a defined procedure is known as which type of change?

Accepted Answer

Standard change. A standard change is a pre-approved, low-risk change that follows a defined procedure, such as a password reset or server patch cycle. The ITIL 4 framework defines it as a change that does not require individual assessment or authorization by the Change Authority because its risk is well-understood and the implementation steps are documented in a standard operating procedure (SOP). This matches the description in the question exactly.

Answer

Normal change

Answer

Emergency change

Answer

Service request

Question 6

What is the difference between utility and warranty in ITIL 4?

Accepted Answer

Utility is about functionality; warranty is about performance and availability. Utility is 'fit for purpose' (does it do what it should?), while warranty is 'fit for use' (is it available, secure, etc.?).

Answer

Utility is about cost; warranty is about quality

Answer

Utility is for customers; warranty is for users

Answer

Utility is provided by the service provider; warranty is provided by the customer

Question 7

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

Accepted Answer

Problem Management. 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 8

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 9

Which ITIL 4 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 managing the lifecycle of all IT assets, including hardware, software, and licenses, from acquisition to disposal. It ensures financial and contractual accountability, tracking assets through their entire lifecycle to optimize value and control costs.

Answer

Service Configuration Management

Answer

Supplier Management

Answer

Capacity and Performance Management

Question 10

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. According to ITIL 4, an emergency change is a change that must be implemented as soon as possible to resolve an incident or prevent a major financial loss. This type of change bypasses the normal change advisory board (CAB) process and follows a separate, expedited procedure to minimize risk while ensuring speed.

Answer

Service request

Answer

Standard change

Answer

Normal change

Question 11

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 12

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

Accepted Answer

Guiding Principles. The ITIL 4 Service Value System (SVS) explicitly includes the Guiding Principles as one of its five core components. The Guiding Principles are universal recommendations that guide an organization in all its work, such as 'Focus on Value' and 'Start Where You Are', and they are a mandatory element of the SVS framework.

Answer

Service Level Agreements

Answer

Configuration Management Database

Question 13

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 14

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. 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 service request is for pre-approved, routine fulfilments, not for reporting an unplanned interruption. Option C is wrong because a change request is used to authorize changes to IT infrastructure, not to record service disruptions. Option D is wrong because a problem record is used to investigate the root cause of incidents, but the immediate issue is an incident that should be logged first.

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 15

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 D is correct. Option A describes Change Enablement (assessing, authorizing, and scheduling changes). Option B describes Service Level Management (negotiating and agreeing on service level targets). Option C describes Problem Management (identifying root causes and preventing recurrence).

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