ITIL4F ITIL Management Practices Practice Test 2 — 15 Questions

Question 1

You are the IT service continuity manager for a financial services firm. The firm has a critical trading application that must be available during market hours. A recent risk assessment identified that the application's primary data center is in a flood-prone area. The recovery time objective (RTO) is 2 hours, and the recovery point objective (RPO) is 15 minutes. The current disaster recovery plan involves restoring the application from backups stored in a different region, which takes approximately 3 hours. The backup frequency is hourly. The firm is considering implementing a synchronous replication to a secondary data center to improve recovery times. However, the network latency between the two data centers is 10 milliseconds, which may impact application performance. What is the MOST appropriate action to ensure compliance with the RTO and RPO?

Accepted Answer

Implement synchronous replication to the secondary data center and update the disaster recovery plan. The current recovery plan fails to meet the RTO of 2 hours (restore takes 3 hours) and the RPO of 15 minutes (hourly backups). Synchronous replication writes data to both data centers simultaneously, ensuring zero data loss (RPO=0) and enabling near-instant failover, which can achieve the 2-hour RTO. The 10 ms latency is acceptable for most trading applications and is a trade-off for meeting the critical recovery objectives.

Answer

Accept the current recovery plan as the risk is low and focus on improving the backup process

Answer

Implement asynchronous replication with a 5-minute lag and test if the RPO can be met

Answer

Increase the backup frequency to every 5 minutes and test the restore process to ensure it meets the RTO

Question 2

A retail company is experiencing frequent service outages during peak hours due to insufficient capacity. The IT team wants to implement a practice that ensures the service provider has the capacity to meet agreed service level targets cost-effectively and in a timely manner. Which ITIL management practice should they use?

Accepted Answer

Capacity and availability management. Capacity and availability management is the correct practice because it focuses on ensuring capacity meets current and future demands cost-effectively. Option A is wrong because it is not a single practice. Option B is wrong because availability management focuses on uptime, not capacity. Option D is wrong because monitoring and event management detects incidents but does not plan capacity.

Answer

Monitoring and event management

Answer

Availability management

Answer

Service level management and availability management

Question 3

Which TWO statements about the ITIL change enablement practice are CORRECT?

Accepted Answer

A change authority is a person or group that authorizes a change.. Option A is correct because the ITIL 4 definition of a change authority explicitly states it is a person or group responsible for authorizing a change. This aligns with the change enablement practice, which assigns authorization based on the change type and organizational policies, not on a single role like the CAB.

Answer

All changes must be approved by a change advisory board (CAB).

Answer

The change schedule is used to authorize changes.

Answer

Normal changes can be implemented without authorization if they are low risk.

Question 4

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?

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.

Answer

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

Answer

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

Answer

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

Question 5

Drag and drop the steps of the availability management process into the correct order.

Question 6

Match each ITIL 4 role to its responsibility.

Question 7

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

Accepted Answer

Log an incident and categorize it appropriately. The first step in Incident Management is to log and categorize the incident. This ensures that the issue is recorded and can be properly prioritized and escalated. Option A is incorrect because root cause analysis belongs to Problem Management, which occurs after incidents are logged. Option C is incorrect because a change request would be appropriate only after a solution is identified. Option D is incorrect because service requests are for pre-approved, routine needs.

Answer

Investigate the root cause of the access issue

Answer

Submit a change request to modify the CRM system

Answer

Create a service request for the users to regain access

Question 8

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 identify the root cause of incidents

Answer

To negotiate and agree on service level targets

Answer

To assess and authorize changes to services

Question 9

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.

Answer

Problem

Answer

Emergency change

Answer

Incident

Question 10

During a major incident, a temporary workaround is implemented to restore service. Which ITIL 4 practice is responsible for documenting this workaround and managing it until a permanent solution is available?

Accepted Answer

Problem Management. Problem Management includes the error control phase, which manages known errors and workarounds. Incident Management resolves incidents but does not formally manage workarounds for known errors. Change Enablement and Service Level Management are not responsible for workarounds.

Answer

Service Level Management

Answer

Change Enablement

Answer

Incident Management

Question 11

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?. The ITIL Continual Improvement Model consists of 7 steps: 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?, and How do we keep the momentum going? Option A is the correct order. Options B, C, and D have incorrect sequences.

Answer

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?

Answer

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?

Answer

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 12

An organization wants to implement a tool that tracks the lifecycle of IT assets from procurement to disposal. Which practice is primarily responsible for this?

Accepted Answer

IT Asset Management. IT Asset Management manages the lifecycle of IT assets, including procurement, maintenance, and disposal. Service Configuration Management manages configuration items and their relationships, but not the financial lifecycle. Supplier Management deals with suppliers, and Monitoring and Event Management deals with events.

Answer

Service Configuration Management

Answer

Monitoring and Event Management

Answer

Supplier Management

Question 13

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). First Call Resolution (FCR) measures whether the issue is resolved on the first contact, and Customer Satisfaction (CSAT) measures satisfaction. MTTR is for incidents, not service requests. Mean time between failures (MTBF) is an availability metric. Mean time to respond is not a standard ITIL metric.

Answer

Customer Satisfaction (CSAT) and Mean Time to Respond

Answer

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

Answer

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

Question 14

Which of the following is a type of change that is pre-approved and follows a defined procedure?

Accepted Answer

Standard change. A standard change is pre-approved and follows a defined procedure. Normal changes require authorization from a change authority. Emergency changes are for urgent fixes and have a separate process. Service requests are not changes.

Answer

Service request

Answer

Normal change

Answer

Emergency change

Question 15

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 responsible for negotiating, agreeing, and monitoring service level targets. Capacity and Performance Management ensures services meet demand, but does not negotiate SLAs. Availability Management focuses on availability targets, but the overall SLA negotiation is under Service Level Management. Supplier Management deals with external suppliers.

Answer

Availability Management

Answer

Supplier Management

Answer

Capacity and Performance Management