ITIL4F ITIL Management Practices Practice Test 2 — 15 Questions

Question 1

Refer to the exhibit. A change order to patch a security vulnerability on WebServer01 has been approved. The IT manager is the change authority. During implementation, it is discovered that the patch requires a reboot, which will cause an outage for the OrderApp application. What is the MOST appropriate action?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Inform the IT manager and ask for a decision on whether to proceed.. The change order was approved based on the original scope, which did not include a reboot. The discovery that a reboot is required introduces a new risk (application outage) that was not assessed during the initial approval. The IT manager, as the change authority, must be informed and make a decision on whether to proceed with the change under the new circumstances, in line with the ITIL 4 'change enablement' practice of managing risk and ensuring authorized decisions.

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Escalate to the change advisory board (CAB) for a new approval.

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Proceed with the change as planned, since the change is already approved.

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Cancel the change and request a new one with updated information.

Question 2

Match each ITIL 4 role to its responsibility.

Accepted Answer

Service Owner: Accountable for the overall delivery and improvement of a specific service.. In ITIL 4, the Service Owner is accountable for a specific service's delivery and improvement, while the Process Owner ensures a process is effective. The Change Authority authorizes changes, and the Service Desk Manager handles incidents and requests. In these options, two correct matches are provided, and two distractors swap definitions with other roles.

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Service Owner: Authorizes changes to services and service components.

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Process Owner: Manages the service desk team and ensures incidents and service requests are handled.

Question 3

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 ensures that service availability and quality are maintained, aligning with the ITIL 4 guiding principle of 'Focus on Value' by prioritizing rapid recovery over root cause analysis.

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To identify the root cause of incidents

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To negotiate and agree on service level targets

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To assess and authorize changes to services

Question 4

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

Accepted Answer

Service request. The request for a new laptop for a new employee is a pre-defined, standardized request for a service or service component, which ITIL 4 classifies as a Service Request. This is because it follows an established procedure (e.g., ordering, provisioning, and configuring hardware) and does not involve restoring an unexpected outage or fixing a failure. The ITIL 4 Service Request Practice specifically covers such routine, low-risk, and low-cost requests that are part of normal service delivery.

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Problem

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Emergency change

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Incident

Question 5

Which of the following is the correct sequence for 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 the momentum going?. It follows the exact sequence prescribed by the ITIL 4 Continual Improvement Model: starting with 'What is the vision?' to align improvement with business strategy, then assessing the current state ('Where are we now?'), defining the target state ('Where do we want to be?'), planning the approach ('How do we get there?'), executing ('Take action'), verifying the outcome ('Did we get there?'), and finally embedding the change ('How do we keep the momentum going?'). This order ensures that improvement is driven by strategic intent before any analysis or action, which is a core principle of the ITIL 4 guiding concept 'Focus on value'.

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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 the momentum going?

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

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

Question 6

A service desk agent resolves a password reset request within 5 minutes. The customer is satisfied. Which two metrics are most relevant to measure this?

Accepted Answer

First Call Resolution (FCR) and Customer Satisfaction (CSAT). The password reset was resolved in 5 minutes, and the customer is satisfied. First Call Resolution (FCR) measures whether the issue was resolved on the first contact without escalation or callback, which applies here. Customer Satisfaction (CSAT) directly captures the customer's satisfaction with the service. Together, these two metrics best assess both the efficiency and quality of the resolution.

Answer

Customer Satisfaction (CSAT) and Mean Time to Respond

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Mean Time Between Failures (MTBF) and Customer Satisfaction (CSAT)

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Mean Time to Resolve (MTTR) and First Call Resolution (FCR)

Question 7

A service provider wants to ensure that the IT services meet agreed levels of performance and availability. Which practice should they use to negotiate and agree on targets with customers?

Accepted Answer

Service Level Management. Service Level Management is the ITIL practice responsible for negotiating, agreeing, and documenting service level targets with customers, ensuring that IT services meet agreed performance and availability levels. This practice defines, monitors, and reports on Service Level Agreements (SLAs) that specify measurable targets such as uptime percentages and response times. Without Service Level Management, there is no formal mechanism to align customer expectations with actual service delivery.

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Availability Management

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Supplier Management

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Capacity and Performance Management

Question 8

A monitoring tool detects that the CPU usage on a server has exceeded 90% for 10 minutes. According to ITIL 4, how should this event be classified?

Accepted Answer

Exception event. In ITIL 4, an exception event indicates that a service or component is operating outside its normal threshold and requires immediate attention. CPU usage exceeding 90% for 10 minutes is a clear deviation from the expected baseline, triggering an exception event that may lead to incident creation if it impacts service availability.

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Incident

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Informational event

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Warning event

Question 9

An IT team is reviewing the configuration baseline of a service to understand what has changed since the last release. Which practice is primarily involved?

Accepted Answer

Service Configuration Management. The configuration baseline is a snapshot of the service's configuration at a specific point in time, used as a reference for comparison. Service Configuration Management (SCM) is the practice responsible for maintaining configuration baselines and tracking all changes to Configuration Items (CIs) within the Configuration Management Database (CMDB). Therefore, when the team needs to understand what has changed since the last release, SCM is the primary practice involved, as it provides the historical records and comparison capabilities.

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Change Enablement

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Deployment Management

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Release Management

Question 10

What is the primary role of a service desk according to ITIL 4?

Accepted Answer

To provide a single point of contact for users. In ITIL 4, the service desk is defined as the single point of contact between the service provider and the users for day-to-day activities, such as logging incidents, handling service requests, and providing communication updates. Its primary role is to restore normal service operation as quickly as possible and to ensure user satisfaction, not to perform specialized technical or managerial tasks.

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To authorize and schedule changes

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To investigate the root cause of incidents

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To negotiate service level agreements

Question 11

Which TWO of the following are purposes of the Problem Management practice?

Accepted Answer

To minimize the impact of incidents by identifying their root causes. The Problem Management practice has two key purposes reflected in options A and B. Option A, 'To minimize the impact of incidents by identifying their root causes,' aligns with Problem Management's goal to reduce the adverse effects of incidents by understanding their underlying causes through activities like root cause analysis (RCA). Option B, 'To prevent incidents from happening or recurring,' directly addresses Problem Management's aim to reduce the likelihood of incidents by implementing permanent solutions and managing known errors, thereby stopping incidents from occurring in the first place or preventing their recurrence.

Answer

To restore normal service operation as quickly as possible

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To assess and authorize changes

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To fulfil service requests

Question 12

Which TWO of the following are examples of warranty?

Accepted Answer

The system performs transactions within 2 seconds. Warranty in ITIL 4 refers to the assurance that a service will meet agreed-upon levels of availability, capacity, continuity, and security. Option A is correct because completing transactions within 2 seconds is a performance/service level that demonstrates warranty. Option B is correct because 99.9% availability is a direct measure of uptime, a core warranty aspect. Option D is not correct because encrypting data at rest is a functional security capability (what the service does), which is utility rather than warranty.

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The system provides the required functionality

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The system encrypts all data at rest

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The system allows users to generate reports

Question 13

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 ensures that service availability and quality are maintained, aligning with the ITIL 4 guiding principle of 'Focus on Value' by prioritizing rapid recovery over root cause analysis.

Answer

To manage the lifecycle of all changes

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To identify the root cause of incidents

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To negotiate and agree on service level targets

Question 14

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 the incident and categorize it. According to ITIL 4, the first action for a service desk analyst when receiving a user-reported outage is to log the incident and categorize it. This ensures the incident is formally recorded, prioritized, and routed to the appropriate support team for resolution. Skipping this step would violate the incident management process, which mandates logging as the initial activity to maintain an accurate audit trail and enable proper escalation.

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Reboot the server immediately

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Inform the change manager about a potential emergency change

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Start a problem investigation to find the root cause

Question 15

A team is investigating a recurring incident and identifies a known error. According to ITIL 4, in which phase of Problem Management does this occur?

Accepted Answer

Problem Control. In ITIL 4, the identification of a known error occurs during the Problem Control phase (B). Problem Control involves analyzing problems to determine their root cause and identifying known errors. Once a known error is identified, it is passed to Error Control for ongoing management and resolution. However, the identification itself happens in Problem Control.

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Problem Identification

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Error Control

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Incident Management