ITIL4F ITIL Management Practices Practice Test 20 — 15 Questions

Question 1

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

Accepted Answer

Availability Management. Availability Management is the ITIL 4 practice specifically focused on ensuring that services deliver the agreed level of availability to meet customer needs. It involves defining, analyzing, planning, measuring, and improving all aspects of service availability, and ensuring that all IT infrastructure, processes, tools, roles, and techniques are appropriate for the agreed availability targets. This practice works closely with Service Level Management to negotiate and document availability requirements in SLAs, but it is Availability Management that owns the operational delivery of those availability levels.

Answer

IT Asset Management

Answer

Service Level Management

Answer

Capacity and Performance Management

Question 2

What is the PRIMARY purpose of the Service Desk practice?

Accepted Answer

To provide a single point of contact for users. The Service Desk provides a single point of contact for users to report issues, ask questions, and request services.

Answer

To manage the lifecycle of all incidents

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To monitor and manage IT services proactively

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To analyze root causes of incidents

Question 3

An organization uses the ITIL continual improvement model. What is the FIRST step in this 7-step model?

Accepted Answer

What is the vision?. The ITIL 4 continual improvement model is a 7-step iterative process that begins with defining the guiding vision. Step 1, 'What is the vision?', establishes the high-level business goals and strategic direction that align all subsequent improvement activities. Without a clear vision, later steps like assessing current state or defining improvement strategies lack context and purpose.

Answer

Take action

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Where are we now?

Answer

Define the improvement strategy

Question 4

Which of the following is an example of an emergency change?

Accepted Answer

Applying a critical security patch to a production server to fix a vulnerability. An emergency change is defined in ITIL 4 as a change that must be implemented as soon as possible, often to resolve a major incident or address a critical security vulnerability. Applying a critical security patch to a production server to fix a vulnerability fits this definition because it is urgent, unplanned, and necessary to prevent or mitigate a significant risk. The other options are either routine changes, service requests, or planned changes with future dates.

Answer

Updating the service desk knowledge base with new articles

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A request to install a new software version for all users next month

Answer

A password reset for a user

Question 5

An IT team discovers that a recurring incident is caused by a known software bug. According to ITIL 4, what should be created to document this situation?

Accepted Answer

A known error record. A known error is documented when the root cause is identified and a workaround exists; it is part of Problem Management's error control phase.

Answer

A problem record

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A change request

Answer

An incident record

Question 6

What is the PRIMARY difference between an SLA and an OLA?

Accepted Answer

An SLA is between a service provider and a customer; an OLA is between the service provider and another internal team. The primary difference is that a Service Level Agreement (SLA) is a documented agreement between a service provider and a customer (external or internal) that defines the service level targets, while an Operational Level Agreement (OLA) is an internal agreement between the service provider and another internal team (e.g., IT operations, network team) that supports the delivery of the SLA. Option A correctly captures this distinction, as OLAs are always internal to the organization and support the SLA's commitments.

Answer

An SLA is for external customers; an OLA is for internal customers

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An SLA is a written agreement; an OLA is verbal

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An SLA defines responsibilities; an OLA defines penalties

Question 7

An organization is implementing a new IT service. Which practice is responsible for negotiating and agreeing on service level targets with the customer?

Accepted Answer

Service Level Management. Service Level Management is the ITIL practice responsible for negotiating, agreeing, and documenting service level targets with the customer, ensuring that the service provider delivers measurable performance that meets business needs. This practice defines, monitors, and reports on service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts, directly linking customer expectations to technical metrics such as availability, response time, and throughput.

Answer

Change Enablement

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Supplier Management

Answer

Service Desk

Question 8

What is the purpose of the Monitoring and Event Management practice?

Accepted Answer

To detect events and classify them to enable appropriate response. The Monitoring and Event Management practice is specifically designed to observe IT services and infrastructure, detect events (e.g., SNMP traps, syslog messages, performance threshold crossings), and classify them (e.g., informational, warning, exception) so that the appropriate response—such as automated remediation, alerting, or incident creation—can be triggered. This aligns with ITIL 4's definition of the practice as ensuring that events are systematically identified and acted upon to maintain service availability and performance.

Answer

To restore service after an incident

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To manage the lifecycle of assets

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To plan and manage capacity

Question 9

Which TWO of the following are types of changes in ITIL 4 Change Enablement?

Accepted Answer

Emergency change. In ITIL 4 Change Enablement, changes are categorized into three types: standard, emergency, and normal. Option A (Emergency change) is correct because it refers to a change that must be implemented as soon as possible, often to resolve a major incident or security vulnerability, and follows a specific expedited process with minimized authorization steps. Option B (Standard change) is correct as it is a pre-authorized, low-risk change that follows a defined procedure, such as a routine patch deployment or password reset.

Answer

Incident

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Problem

Answer

Service request

Question 10

Which THREE of the following are key activities of Problem Management?

Accepted Answer

Problem identification. Problem Management is the ITIL practice responsible for managing the lifecycle of problems, and its core activities include problem identification (option B), which involves detecting and logging problems from incident trends, monitoring alerts, or supplier notifications so they can be investigated. It also performs root cause analysis (option E), using techniques such as the 5 Whys, Kepner-Tregoe, or Ishikawa diagrams to determine the underlying cause of one or more incidents. Once the cause is understood, Problem Management creates known error records (option C) documenting the problem, its root cause, and any workaround, which are stored in the known error database to support faster future incident resolution. Option A, restoring service as quickly as possible, is an Incident Management objective, not a Problem Management activity. Option D, authorizing changes, belongs to Change Enablement (Change Management), which reviews and approves changes via the change authority, even though Problem Management may raise an RFC to implement a permanent fix.

Answer

Restoring service as quickly as possible

Answer

Authorizing changes

Question 11

Which TWO of the following are components of the ITIL Service Value System?

Accepted Answer

Guiding principles. The ITIL 4 Service Value System (SVS) is composed of five core components: guiding principles, governance, the service value chain, practices, and continual improvement. Option B (Guiding principles) is correct because the guiding principles are one of the central components of the SVS, providing recommendations that guide an organization in all circumstances. Option E (Service value chain) is correct because the service value chain is the central element of the SVS, describing the six activities (plan, improve, engage, design and transition, obtain/build, and deliver and support) that convert inputs into outputs and outcomes. Options A (Service catalogue), C (Service desk), and D (Configuration management database) are not SVS components; they are specific practices, tools, or artifacts within ITIL (e.g., the service desk is a practice, and the CMDB is a data repository used by configuration management), not the high-level components that make up the Service Value System itself.

Answer

Service catalogue

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Service desk

Answer

Configuration management database

Question 12

Which practice involves the use of a service catalogue for predefined offerings?

Accepted Answer

Service Request Management. Service Request Management is the practice that involves the use of a service catalogue for predefined offerings. The service catalogue lists available services and service requests, enabling users to request standard services efficiently. This practice ensures that requests are handled consistently and in a user-friendly manner.

Answer

Change Enablement

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Problem Management

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Incident Management

Question 13

An organization wants to improve first-level resolution rate. Which practice is most directly involved?

Accepted Answer

Service Desk. The Service Desk practice is directly responsible for handling incidents and service requests at the first point of contact. Improving the first-level resolution rate means enabling service desk agents to resolve more issues without escalation, which is the core function of this practice.

Answer

Service Level Management

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Problem Management

Answer

Incident Management

Question 14

According to ITIL 4, what is the difference between an SLA and an OLA?

Accepted Answer

SLA is with the customer; OLA is between internal teams. SLA is between provider and customer; OLA is between internal teams to support the SLA.

Answer

SLA is for availability; OLA is for incident response

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SLA is for services; OLA is for underpinning contracts with suppliers

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SLA is mandatory; OLA is optional

Question 15

Which type of change is pre-approved and follows a low-risk, well-defined procedure?

Accepted Answer

Standard change. Standard changes are pre-approved with a defined procedure.

Answer

Service request

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Normal change

Answer

Emergency change