ITIL4F ITIL Management Practices Practice Test 17 — 15 Questions

Question 1

An event that indicates a breach of a threshold is classified as which type?

Accepted Answer

Exception event. In ITIL event management, an exception event is defined as an event that indicates a breach of a threshold or a deviation from normal operation. This includes events that signify something is not working as expected, such as a server exceeding CPU threshold or a service becoming unavailable.

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Critical event

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Warning event

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Informational event

Question 2

Which TWO of the following are key activities of Service Level Management?

Accepted Answer

Negotiating and agreeing service level agreements (SLAs). Service Level Management (SLM) is the ITIL practice responsible for setting clear, measurable targets for service quality and then verifying that those targets are met. Option A is correct because negotiating and agreeing SLAs (together with OLAs and underpinning contracts) is the foundational SLM activity that defines what the customer will receive and the targets against which performance will be judged. Option B is correct because SLM must continuously monitor actual service performance, compare it to the agreed SLA targets, and report the results to customers and stakeholders, often through service reviews and SLA breach reporting. Option C does not belong because authorizing changes to IT services is the role of Change Enablement (Change Management), not SLM. Option D does not belong because managing contracts with external suppliers is primarily the Supplier Management practice, although SLM may provide input on service targets. Option E does not belong because handling user requests and incidents is the responsibility of Incident Management and Service Request Management, not SLM.

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Authorizing changes to IT services

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Managing contracts with external suppliers

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Handling user requests and incidents

Question 3

Which TWO of the following are differences between Incident Management and Problem Management?

Accepted Answer

Incident Management aims to restore service as soon as possible, while Problem Management aims to identify the root cause. Option B is correct because Incident Management is oriented toward quickly restoring normal service (often via workarounds to meet SLAs), whereas Problem Management is oriented toward finding and eliminating the root cause of one or more incidents to prevent recurrence. Option C is correct because Incident Management handles individual disruptions as discrete events, while Problem Management analyzes multiple incidents to detect underlying patterns and systemic causes. Option A is wrong because Problem Management is typically triggered by recurring or major incidents (and by proactive analysis), not by changes; changes are handled by Change Management. Option D is wrong because Incident Management is not limited to the service desk—technical and support teams also resolve incidents—and Problem Management is not exclusively performed by technical teams. Option E is wrong because Incident Management does use workarounds to restore service quickly; in fact, workarounds are a standard incident-handling technique, while Problem Management seeks permanent fixes.

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Incident Management is triggered by events, while Problem Management is triggered by changes

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Incident Management is performed by the service desk only, while Problem Management is performed by technical teams

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Incident Management does not use workarounds, while Problem Management does

Question 4

Which ITIL 4 practice is responsible for managing the complete lifecycle of all IT assets, including financial and contractual aspects?

Accepted Answer

IT Asset Management. IT Asset Management (ITAM) is the ITIL 4 practice responsible for managing the complete lifecycle of all IT assets, including financial and contractual aspects. It covers planning, acquisition, deployment, maintenance, and disposal, ensuring cost optimization and compliance with vendor contracts. This aligns directly with the question's emphasis on lifecycle management plus financial and contractual oversight.

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Service Configuration Management

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Service Portfolio Management

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Supplier Management

Question 5

A user requests new software that is already pre-approved in the service catalogue. The service desk team handles this request following a defined, automated workflow. According to ITIL 4, what type of record should be created?

Accepted Answer

Service request record. A service request record should be created for a user request for pre-approved software that follows a defined workflow. In ITIL 4, service requests are a normal part of service delivery, handled through the service request management practice, and are distinct from incidents and changes. Since the software is pre-approved and the workflow is automated, it qualifies as a service request.

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Problem record

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Normal change record

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Incident record

Question 6

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

Accepted Answer

First Call Resolution (FCR). First Call Resolution (FCR) is a key metric for the Service Desk because it directly measures the percentage of incidents resolved during the first contact with the user, without the need for escalation or a callback. A high FCR indicates an efficient and knowledgeable Service Desk, reducing user downtime and operational costs. This metric is central to ITIL's focus on delivering value and minimizing disruption to business activities.

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Number of changes implemented

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Mean Time to Restore Service (MTTR)

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Percentage of projects on time

Question 7

An organization wants to ensure that its IT services meet the agreed performance levels. Which practice is primarily responsible for negotiating and monitoring these targets?

Accepted Answer

Service Level Management. Service Level Management (SLM) is the ITIL practice responsible for negotiating, agreeing, and documenting service level targets (SLTs) in Service Level Agreements (SLAs), and then monitoring and reporting on actual performance against those targets. This ensures IT services consistently meet the agreed performance levels by establishing clear expectations and providing a framework for continuous improvement.

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Availability Management

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Supplier Management

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Capacity and Performance Management

Question 8

Which of the following is the CORRECT sequence of phases in the Problem Management practice?

Accepted Answer

Problem Identification, Problem Control, Error Control. The correct sequence in the Problem Management practice is Problem Identification, Problem Control, and Error Control. Problem Identification detects and logs problems from incidents or proactive analysis; Problem Control performs root cause analysis and documents workarounds; Error Control manages known errors through the lifecycle until a permanent resolution is implemented. This order ensures that problems are first recognized, then analyzed, and finally resolved.

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Problem Control, Error Control, Problem Identification

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Problem Identification, Error Control, Problem Control

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Error Control, Problem Control, Problem Identification

Question 9

During a major incident, a workaround is implemented to restore service. Later, the service desk continues to use the workaround to help users. According to ITIL 4, where should this workaround be documented?

Accepted Answer

In a known error record in the KEDB. According to ITIL 4, a workaround that is used repeatedly after a major incident should be documented in a known error record within the Known Error Database (KEDB). This ensures that the workaround is formally captured, linked to the underlying problem, and available for future incidents, rather than being lost in a single incident record or change request.

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In a change request

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In the configuration management system (CMS)

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In the incident record only

Question 10

An IT department is considering replacing a critical server. According to ITIL 4, which type of change should be used if the replacement involves a new, untested model and requires a full risk assessment?

Accepted Answer

Normal change. A normal change is used for changes that are not pre-authorized and require a full risk assessment and approval process. Since the server replacement involves a new, untested model, it carries significant risk and cannot be classified as a standard change (which is pre-approved and low-risk) or an emergency change (which is for urgent, unplanned changes). A service request is for routine user requests, not infrastructure changes. Therefore, a normal change is the correct choice.

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Standard change

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Service request

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Emergency change

Question 11

Which practice involves detecting and classifying events such as informational, warning, and exception?

Accepted Answer

Monitoring and Event Management. The Monitoring and Event Management practice is specifically responsible for detecting and classifying events into categories such as informational, warning, and exception. This practice continuously observes IT services and infrastructure, generating events that are then categorized based on their severity and impact, enabling appropriate responses.

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Incident Management

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Change Enablement

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Service Desk

Question 12

A team is using the ITIL continual improvement model. After defining the vision, what is the NEXT step?

Accepted Answer

Assess the current state. The ITIL continual improvement model defines a sequence of steps: 'What is the vision?', 'Where are we now?', 'Where do we want to be?', 'How do we get there?', 'Take action', 'Did we get there?', and 'How do we keep the momentum?'. After defining the vision (step 1), the next step is to assess the current state (step 2) to establish a baseline before setting measurable targets or creating an improvement plan.

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Define measurable targets

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Create an improvement plan

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Identify the improvement opportunities

Question 13

What is the key difference between Deployment Management and Release Management in ITIL 4?

Accepted Answer

Release Management ensures the service is available for use; Deployment Management moves components into the live environment. Release Management is responsible for making new or changed services available for use, which includes the decision to deploy and the overall coordination of the release. Deployment Management, in contrast, handles the technical movement of service components (e.g., software, hardware, documentation) into the live environment, ensuring they are installed, tested, and ready. This separation allows Release Management to focus on value and risk, while Deployment Management focuses on the technical execution.

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Deployment Management is part of Release Management

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Release Management is only for major releases; Deployment Management is for all releases

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Deployment Management focuses on moving to production; Release Management focuses on building the release

Question 14

Which THREE of the following are activities of the Problem Management practice?

Accepted Answer

Problem identification. Problem identification (A) is a core Problem Management activity because the practice must detect and log problems, often from recurring incidents or major incidents, so they can be investigated. Root cause analysis (B) is central to Problem Management, which seeks to determine the underlying cause of incidents and problems to prevent recurrence. Managing known errors (D) is also a Problem Management responsibility, as known errors are problems with a documented root cause and workaround that must be recorded, maintained, and made available to support teams. Managing changes (C) belongs to Change Enablement, which authorizes and schedules changes, not Problem Management. Monitoring services for events (E) is an activity of Service Desk or Monitoring and Event Management, since it focuses on detecting and correlating events rather than investigating problem root causes.

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Managing changes

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Monitoring services for events

Question 15

Which TWO of the following are characteristics of a standard change?

Accepted Answer

Pre-approved with a defined procedure. A standard change is pre-approved by the Change Authority and follows a defined, low-risk procedure. This means the change does not require a full CAB meeting each time it is implemented, as its risk profile and implementation steps are already documented and authorized.

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Only used for major infrastructure upgrades

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Require a full Change Advisory Board (CAB) meeting

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Implemented via an emergency process