ITIL4F ITIL Management Practices Practice Test 19 — 15 Questions

Question 1

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

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Standard change

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Normal change

Question 2

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.

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Increased reliance on senior technicians

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Reduced need for incident management

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Elimination of service requests

Question 3

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

Accepted Answer

Guiding Principles. The ITIL 4 Service Value System (SVS) is composed of five core components: Guiding Principles, Governance, Service Value Chain, Practices, and Continual Improvement. Option B (Guiding Principles) is correct because the guiding principles are the recommendations that guide an organization in all circumstances and form one of the SVS components. Option D (Governance) is correct because governance is the means by which an organization is directed and controlled, and it is explicitly one of the SVS components. Option E (Service Value Chain) is correct because the service value chain is the central operating model of the SVS, defining the six key activities (plan, improve, engage, design and transition, obtain/build, deliver and support) that convert inputs into outputs. Option A (Service Level Agreements) is not a component of the SVS; SLAs are documents/tools used within practices such as Service Level Management. Option C (Configuration Management Database) is not an SVS component either; the CMDB is a data repository used within the Service Configuration Management practice.

Answer

Service Level Agreements

Answer

Configuration Management Database

Question 4

A service desk analyst receives a call from a user who cannot access the network drive. The analyst quickly resets the user's permissions and the issue is resolved. Which ITIL 4 practice is being demonstrated?

Accepted Answer

Incident Management. The analyst resolved an unplanned interruption to a service (network drive access) by restoring normal service operation as quickly as possible. This aligns with the Incident Management practice, which focuses on minimizing the negative impact of incidents by returning to normal service operation. The immediate reset of permissions is a standard incident resolution step, not a planned change or a service request.

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Change Enablement

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Service Request Management

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Problem Management

Question 5

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 because it measures the percentage of incidents resolved during the first contact, reflecting the efficiency and effectiveness of the service desk. Other metrics like SLA compliance or MTTR are broader and not specific to the Service Desk's first-contact capability.

Answer

Percentage of changes implemented successfully

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Service level agreement (SLA) compliance

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Mean Time to Restore Service (MTTR)

Question 6

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 the ITIL 4 practice whose purpose is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Implementing a temporary workaround during a major outage is the textbook definition of incident resolution, even though the underlying root cause is not yet addressed.

Answer

Problem Management

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Change Enablement

Answer

Service Desk

Question 7

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 is the ITIL 4 practice responsible for managing the lifecycle of problems, including identifying root causes, recording known errors, and documenting workarounds. Investigating recurring outages, finding a faulty switch as the root cause, and logging a known error with a workaround are textbook problem management activities. Incident management would only restore service, not investigate the underlying cause.

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Supplier Management

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Service Desk

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Incident Management

Question 8

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.

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To handle predefined, pre-approved requests from users

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To ensure that services meet current and future demand

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To ensure that services are available as agreed

Question 9

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

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Normal change

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Emergency change

Question 10

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 recurring incidents and implementing permanent solutions to prevent recurrence. Incident Management focuses on restoring service quickly, while Change Enablement handles changes. Service Desk is the entry point but does not investigate root causes.

Answer

Change Enablement

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Incident Management

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Service Desk

Question 11

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

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Supplier Management

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Capacity and Performance Management

Question 12

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-hire laptop request is a standard, pre-approved, low-risk request for something the user is entitled to — that is the definition of a service request in ITIL 4. Service requests are handled through the Service Request Management practice and are typically fulfilled via a predefined workflow, not through incident or change management.

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An emergency change

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A problem

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An incident

Question 13

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

Accepted Answer

Assessing and authorizing changes. Option B (Assessing and authorizing changes) is correct because Change Enablement is responsible for evaluating change requests for risk, impact, and readiness, and for granting the authorization needed before a change is deployed into production. Option E (Reviewing and closing changes after implementation) is correct because the practice also covers post-implementation review to confirm the change achieved its intended outcome, did not cause unexpected issues, and can be formally closed in the change record. Option A (Restoring service after an outage) belongs to Incident Management, whose purpose is to return service to normal as quickly as possible rather than to manage changes. Option C (Identifying workarounds for incidents) is also an Incident Management activity, used to temporarily restore service while a permanent fix is pursued. Option D (Negotiating service level agreements) is a Service Level Management activity, focused on agreeing and managing service targets with customers, not on controlling changes.

Answer

Restoring service after an outage

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Identifying workarounds for incidents

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Negotiating service level agreements

Question 14

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.

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A user requesting a password reset

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A user reporting an application crash

Question 15

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. According to ITIL 4, the first step in Incident Management is to log the incident record and begin initial diagnosis, ensuring the issue is captured, categorized, and investigated before any action is taken. Reversing a change or escalating to problem management without logging and diagnosing would violate the practice's workflow. Logging creates the audit trail and enables prioritization, communication, and tracking.

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Immediately reverse the recent change

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Create a service request to restore access

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Log a problem record to investigate the root cause