ITIL4F ITIL Management Practices Practice Test 19 — 15 Questions

Question 1

A company has a policy that all requests for new software must be approved by the IT manager. However, a standard request for a commonly used application is often pre-approved. According to ITIL 4, this type of request is best handled as:

Accepted Answer

A service request. Standard changes are pre-authorized and follow a defined procedure, making them suitable for routine requests.

Answer

A problem

Answer

An incident

Answer

A normal change

Question 2

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

Accepted Answer

Utility is about functionality; warranty is about assurance. Utility is 'fit for purpose' (does the service meet the required function?), while warranty is 'fit for use' (is the service available, secure, and reliable?).

Answer

Utility is about availability; warranty is about functionality

Answer

Utility is about cost; warranty is about value

Answer

Utility is about outputs; warranty is about outcomes

Question 3

Which ITIL 4 practice involves the detection, classification, and response to events?

Accepted Answer

Monitoring and Event Management. Monitoring and Event Management practice is responsible for detecting events, classifying them (informational, warning, exception), and responding appropriately.

Answer

Incident Management

Answer

Change Enablement

Answer

Problem Management

Question 4

What is the ITIL 4 Continual Improvement Model?

Accepted Answer

A 7-step process for improvement. The ITIL 4 Continual Improvement Model is a 7-step process that guides improvement initiatives.

Answer

A 3-step process for problem management

Answer

A 5-step process for incident handling

Answer

A 4-step process for change authorization

Question 5

An organization wants to track the lifecycle of its servers, including acquisition, maintenance, and disposal. Which practice should they use?

Accepted Answer

IT Asset Management. IT Asset Management manages the lifecycle of assets, including hardware such as servers.

Answer

Supplier Management

Answer

Capacity and Performance Management

Answer

Service Configuration Management

Question 6

Which TWO of the following are phases of Problem Management?

Accepted Answer

Problem Identification. Problem Identification is a core phase of Problem Management because it involves detecting and logging problems before they are analyzed. In ITIL 4, Problem Management consists of three phases: Problem Identification, Problem Control, and Error Control. Problem Identification ensures that problems are formally recognized, often through trend analysis of incidents or proactive monitoring, so that root causes can be addressed.

Answer

Incident Resolution

Answer

Event Classification

Answer

Service Desk

Question 7

Which THREE of the following are considered event types in Monitoring and Event Management?

Accepted Answer

Exception. Option A is correct because in ITIL 4, 'Exception' is one of the three defined event types in Monitoring and Event Management. Exception events indicate that something has deviated from normal operation, such as a configuration drift or a threshold breach, and they require immediate attention or escalation.

Answer

Critical

Answer

Standard

Question 8

Which TWO of the following are key metrics used by a service desk?

Accepted Answer

Customer Satisfaction (CSAT). FCR (First Contact Resolution) and CSAT (Customer Satisfaction) are common service desk metrics.

Answer

Mean Time Between Failures (MTBF)

Answer

Return on Investment (ROI)

Answer

Capacity Utilization

Question 9

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. This is defined in ITIL 4 as the core objective of the practice, focusing on speed of resolution rather than root cause analysis or change authorization. Option C directly aligns with this definition.

Answer

To assess and authorize changes to IT services

Answer

To handle pre-defined, pre-approved service requests

Answer

To identify the root cause of incidents

Question 10

An IT service desk analyst receives a call that users cannot access the CRM system. According to ITIL 4, what should the analyst do FIRST?

Accepted Answer

Log an incident record with the details provided by the user. The first step in Incident Management is to log the incident. The analyst should record the details of the disruption before taking any further action. Option B is correct. Option A (assign to problem management) is premature; Option C (search known errors) may be part of investigation but after logging; Option D (send a service request) is incorrect because this is an incident.

Answer

Assign the issue to Problem Management for root cause analysis

Answer

Send a service request to the infrastructure team

Answer

Search the known error database for a workaround

Question 11

Which of the following is the correct distinction between Incident Management and Problem Management?

Accepted Answer

Incident Management restores service; Problem Management finds root causes. Incident Management restores service quickly; Problem Management finds root causes to prevent recurrence. Option C is correct. Option A is wrong because the goal is not to find root cause (Problem Management). Option B is wrong because Problem Management does not handle incidents directly. Option D is wrong because Problem Management is not about requesting changes.

Answer

Incident Management finds root causes; Problem Management restores service

Answer

Incident Management handles change requests; Problem Management manages incidents

Answer

Incident Management is reactive; Problem Management is always proactive

Question 12

An organization has implemented a change to update the firewall rules. The change was pre-authorized and followed a predefined procedure. What type of change is this?

Accepted Answer

Standard change. In ITIL 4, a standard change is a pre-approved, low-risk change that follows a defined procedure. Option A is correct. Option B (normal change) requires authorization through the change advisory board. Option C (emergency change) is for urgent issues. Option D (service request) is for routine service requests, not changes.

Answer

Normal change

Answer

Service request

Answer

Emergency change

Question 13

A customer requests a new software installation that is listed in the service catalogue. According to ITIL 4, this should be handled as a:

Accepted Answer

Service request. Service requests are pre-defined, pre-approved requests for new services listed in the service catalogue. Option B is correct. Option A (incident) is for unplanned disruptions. Option C (problem) is for root cause analysis. Option D (emergency change) is for urgent changes.

Answer

Incident

Answer

Problem

Answer

Emergency change

Question 14

What is the role of the Service Desk in ITIL 4?

Accepted Answer

Single point of contact for users reporting incidents and requests. The Service Desk acts as a single point of contact (SPOC) for users, handling incidents and service requests. Option A is correct. Option B is the role of Change Enablement. Option C is part of Problem Management. Option D is part of Service Level Management.

Answer

Authorizing and scheduling changes

Answer

Identifying root causes of incidents

Answer

Monitoring and reporting on service levels

Question 15

An IT team is redesigning a process. They decide to review what already works well before making changes. Which ITIL 4 guiding principle are they applying?

Accepted Answer

Start where you are. The guiding principle 'Start where you are' means using existing capabilities and services as a basis for improvement. Option C is correct. Option A (Focus on value) is about delivering value. Option B (Keep it simple) is about simplicity. Option D (Progress iteratively) is about incremental improvements.

Answer

Focus on value

Answer

Keep it simple

Answer

Progress iteratively