ITIL4F ITIL Management Practices Practice Test 18 — 15 Questions

Question 1

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

Accepted Answer

First Call Resolution (FCR) rate. First Call Resolution (FCR) rate is a key metric for the Service Desk practice, measuring how often issues are resolved on the first contact. SLA compliance is associated with Service Level Management, MTTR with Incident Management, and percentage of changes implemented successfully with Change Enablement. Option B is correct.

Answer

Percentage of changes implemented successfully

Answer

Service level agreement (SLA) compliance

Answer

Mean Time to Restore Service (MTTR)

Question 2

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 B 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 3

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, which is part of Problem Management. Incident Management focuses on restoring service quickly, not root cause analysis. Service Desk handles user communication and initial support, not deep investigation. Supplier Management deals with vendor relationships, not internal root cause analysis. Therefore, option C (Problem Management) is correct.

Answer

Supplier Management

Answer

Service Desk

Answer

Incident Management

Question 4

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

Question 5

A change that is low risk, pre-approved, and follows a defined procedure is classified as which type of change?

Accepted Answer

Standard change. Standard changes are pre-approved, low risk, and follow a defined procedure. Option A is correct. Normal changes require authorization. Emergency changes are for urgent issues and require urgent authorization.

Answer

Service request

Answer

Normal change

Answer

Emergency change

Question 6

An organization is reviewing its IT service management practices. They find that the same recurring incident is being logged multiple times without investigation. Which practice should address this to prevent recurrence?

Accepted Answer

Problem Management. Problem Management is responsible for identifying the root cause of incidents and preventing recurrence. Option C (Problem Management) is correct. Incident Management focuses on restoring service, not preventing recurrence. Service Desk logs incidents. Change Enablement manages changes.

Answer

Change Enablement

Answer

Incident Management

Answer

Service Desk

Question 7

Which practice is responsible for managing the lifecycle of hardware and software assets?

Accepted Answer

IT Asset Management. IT Asset Management manages the lifecycle of IT assets. Option C is correct. Service Configuration Management manages configuration items and their relationships. Capacity Management focuses on performance. Supplier Management manages vendors.

Answer

Service Configuration Management

Answer

Supplier Management

Answer

Capacity and Performance Management

Question 8

A user requests a new laptop for an employee who has just joined the company. According to ITIL 4, how should this request be classified?

Accepted Answer

A service request. A new laptop request for a new employee is a standardized, pre-approved service request because it follows predefined procedures (e.g., provisioning a standard device). It is not an incident (unplanned interruption), a problem (root cause analysis), or an emergency change (urgent, high-risk alteration). In ITIL 4, service requests are the correct classification for such common, low-risk requests.

Answer

An emergency change

Answer

A problem

Answer

An incident

Question 9

Which metric is MOST appropriate for measuring the effectiveness of the Incident Management practice?

Accepted Answer

Mean Time to Restore Service (MTTR). Mean Time to Restore Service (MTTR) directly measures how quickly service is restored, making it the most appropriate metric for Incident Management effectiveness. First Call Resolution (FCR) is for Service Desk. SLA compliance is for Service Level Management. Number of known errors is for Problem Management.

Answer

Percentage of SLAs met

Answer

Number of known errors

Answer

First Call Resolution (FCR) rate

Question 10

Which TWO of the following are key activities of the Change Enablement practice?

Accepted Answer

Assessing and authorizing changes. The Change Enablement practice focuses on managing changes in a controlled manner. Key activities include assessing and authorizing changes (Option B) to ensure they are viable and safe, and reviewing and closing changes after implementation (Option E) to capture lessons learned. Option A (Restoring service after an outage) belongs to Incident Management. Option C (Identifying workarounds for incidents) is also part of Incident Management. Option D (Negotiating service level agreements) relates to Service Level Management.

Answer

Restoring service after an outage

Answer

Identifying workarounds for incidents

Answer

Negotiating service level agreements

Question 11

Which THREE of the following are considered events in the Monitoring and Event Management practice?

Accepted Answer

A server CPU utilization exceeding a threshold. In the Monitoring and Event Management practice, an event is any change of state that has significance for the management of a service or configuration item. Option C is correct because a server CPU utilization exceeding a threshold is a predefined condition that triggers an event, often an 'alert' or 'warning' event, which is automatically detected by monitoring tools (e.g., SNMP traps, Prometheus alerts) and requires attention or automated response.

Answer

A user requesting a password reset

Answer

A user reporting an application crash

Question 12

What is the PRIMARY purpose of the Incident Management practice?

Accepted Answer

To restore normal service operation as quickly as possible and minimize business impact. The primary purpose 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 to IT services

Answer

To find the root cause of incidents and prevent recurrence

Answer

To handle service requests from users in a standardized way

Question 13

An IT service desk analyst receives a call that users cannot access the CRM system. The analyst verifies the issue and suspects it may be related to a recent change. What should the analyst do FIRST according to ITIL 4?

Accepted Answer

Log an incident record and begin initial diagnosis. The first step is to log the disruption as an incident to initiate restoration of service, even if the cause is suspected to be a change.

Answer

Immediately reverse the recent change

Answer

Create a service request to restore access

Answer

Log a problem record to investigate the root cause

Question 14

Which ITIL 4 practice ensures that services deliver the agreed level of availability to meet customer needs?

Accepted Answer

Availability Management. Availability Management is responsible for ensuring that services are available as agreed.

Answer

IT Asset Management

Answer

Service Level Management

Answer

Capacity and Performance Management

Question 15

A user requests a new laptop for a new employee. According to ITIL 4, how should this request be classified?

Accepted Answer

As a service request because it is a standard request from a user. In ITIL 4, a service request is a standardized, pre-defined request from a user for something that does not involve a failure or a change to the service's risk profile. Requesting a new laptop for a new employee is a standard, low-risk, pre-approved request that follows an established procedure, making it a service request, not an incident or a change.

Answer

As an incident because the user lacks a laptop to work

Answer

As a problem because it may have been caused by a previous incident

Answer

As a normal change because it requires authorization