ITIL4F ITIL Management Practices Practice Test 18 — 15 Questions

Question 1

A service desk agent fulfills a password reset request for a user. According to ITIL 4, which practice does this activity belong to?

Accepted Answer

Service Request Management. A password reset is a standard, low-risk, pre-approved request that follows a defined procedure, which aligns with the Service Request Management practice. ITIL 4 defines a service request as a formal request from a user for something to be provided – such as information, advice, or access to a service – and password resets are a classic example. This practice focuses on fulfilling predefined, standardized requests efficiently, not on handling failures or changes.

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Change Enablement

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Incident Management

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Problem Management

Question 2

What is the primary focus of Problem Management in ITIL 4?

Accepted Answer

Finding underlying causes of incidents. Problem Management in ITIL 4 focuses on identifying and analyzing the underlying causes of incidents to prevent recurrence or minimize their impact. Option D is correct because this practice aims to diagnose root causes, not just restore service or handle requests, aligning with the ITIL 4 guiding principle of 'Focus on Value' by reducing future disruptions.

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Managing service requests from users

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Restoring service as quickly as possible

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Implementing changes to IT infrastructure

Question 3

An organization implements a new monitoring tool that automatically detects and classifies events. A high-priority event triggers an alert. According to ITIL 4, what type of event is this?

Accepted Answer

Exception event. In ITIL 4, an exception event indicates that something has occurred that deviates from normal operation, often requiring immediate attention. A high-priority alert triggered by a monitoring tool automatically detecting and classifying events fits this definition, as it signals a significant anomaly that may impact services.

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Informational event

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Warning event

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Normal event

Question 4

Which of the following is the correct sequence of steps in the ITIL Continual Improvement Model?

Accepted Answer

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? → How do we keep momentum?. It follows the exact sequence of the ITIL Continual Improvement Model as defined in ITIL 4: starting with 'What is the vision?', then 'Where are we now?', followed by 'Where do we want to be?', 'How do we get there?', 'Take action', 'Did we get there?', and finally 'How do we keep momentum?'. This order ensures that the current state is assessed before defining the target state, which is a core principle of the model.

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What is the vision? → Where do we want to be? → Where are we now? → How do we get there? → Take action → Did we get there? → How do we keep momentum?

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Where are we now? → What is the vision? → How do we get there? → Take action → Did we get there? → How do we keep momentum? → Business case

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Where are we now? → Where do we want to be? → What is the vision? → How do we get there? → Take action → Did we get there? → How do we keep momentum?

Question 5

Which ITIL 4 practice involves managing the lifecycle of all IT assets, including financial and contractual components?

Accepted Answer

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

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Service Configuration Management

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Capacity and Performance Management

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Supplier Management

Question 6

What is the difference between an SLA and an OLA?

Accepted Answer

SLA is with the customer, OLA is with another internal department. A Service Level Agreement (SLA) is a documented agreement between a service provider and a customer that defines the level of service expected, while an Operational Level Agreement (OLA) is an internal agreement between IT support teams or departments within the same organization to support the SLA. The core distinction is the external vs. internal nature of the parties involved: the SLA faces the customer, and the OLA supports the SLA through internal coordination.

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SLA covers availability, OLA covers security

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SLA is for services, OLA is for projects

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SLA is internal, OLA is external

Question 7

An organization identifies that a recurring incident is caused by a faulty network cable. According to ITIL 4, when should this be documented as a known error?

Accepted Answer

After root cause analysis and a workaround is found. In ITIL 4, a known error is documented after root cause analysis has been performed and a workaround has been identified, even if the permanent fix has not yet been implemented. This allows the service desk to quickly resolve future incidents caused by the same underlying problem using the documented workaround. The faulty network cable is a recurring incident, so the problem management process would first diagnose the root cause (the faulty cable) and then create a known error record with the workaround (e.g., replacing the cable or using a spare port).

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When the problem record is closed

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When the incident is first reported

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After the cable is replaced

Question 8

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).

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Incident record

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Change request

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Problem record

Question 9

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.

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Normal change

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Emergency change

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Service request

Question 10

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.?).

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Utility is about cost; warranty is about quality

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Utility is for customers; warranty is for users

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

Question 11

An IT team is reviewing the number of incidents resolved on first contact. Which metric is being measured?

Accepted Answer

First Contact Resolution (FCR). First Contact Resolution (FCR) is the metric that specifically measures the percentage of incidents resolved during the initial interaction with the service desk, without requiring escalation or follow-up. The question directly describes this scenario, making B the correct choice.

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Customer Satisfaction Score (CSAT)

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Service Level Agreement (SLA) compliance

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Mean Time to Resolve (MTTR)

Question 12

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).

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Incident Management

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Change Enablement

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Service Level Management

Question 13

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.

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Guiding Principles

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Continual Improvement

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Service Value Chain

Question 14

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. A password reset is a standard, pre-approved request from a user, which ITIL 4 classifies as a service request. Service requests are handled through the Service Request Management practice, not Incident Management. Since the request is not an unplanned interruption or degradation, it should be logged and closed as a service request record.

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