ITIL4F ITIL Management Practices Practice Test 21 — 15 Questions

Question 1

A problem has been identified and root cause analysis is underway. According to ITIL 4, which phase of Problem Management is this?

Accepted Answer

Problem control. Problem control involves root cause analysis and resolution.

Answer

Problem identification

Answer

Incident control

Answer

Error control

Question 2

An event indicating that a server's CPU usage has exceeded 90% for 5 minutes is classified as which type?

Accepted Answer

Warning. An event that signals a potential service degradation is a warning event.

Answer

Exception

Answer

Critical

Answer

Informational

Question 3

Which metric is most commonly used to measure the effectiveness of the Service Desk?

Accepted Answer

First Contact Resolution (FCR). First Contact Resolution (FCR) is the most common metric for measuring Service Desk effectiveness because it directly reflects the ability to resolve user issues during the initial interaction without escalation or follow-up. A high FCR rate indicates efficient knowledge management, skilled analysts, and reduced user downtime, which are core objectives of the Service Desk practice as defined in ITIL 4.

Answer

SLA compliance

Answer

Mean Time to Repair (MTTR)

Answer

Number of changes

Question 4

A known error has been documented and a workaround exists. According to ITIL 4, which practice is responsible for managing the known error?

Accepted Answer

Problem Management. According to ITIL 4, the Problem Management practice is responsible for managing known errors throughout their lifecycle, including documenting the known error record and ensuring a workaround is available. This practice focuses on identifying the root cause of incidents and preventing recurrence, with the known error being a formal record that may include a documented workaround to reduce incident impact.

Answer

Change Enablement

Answer

Service Desk

Answer

Incident Management

Question 5

Which practice is responsible for ensuring that services meet agreed levels of performance and availability?

Accepted Answer

Service Level Management. Service Level Management is the ITIL 4 practice responsible for ensuring that services meet agreed levels of performance and availability. This practice defines, agrees, and monitors service level targets (including performance and availability) through service level agreements (SLAs). When targets are not met, Service Level Management initiates corrective actions and escalations to ensure the service provider delivers on its commitments. While technical practices like Capacity and Performance Management (for performance) and Availability Management (for availability) contribute to achieving these targets, the overall responsibility for ensuring agreed levels rests with Service Level Management.

Answer

Monitoring and Event Management

Answer

Availability Management

Answer

Capacity and Performance Management

Question 6

Which THREE of the following 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, the service value chain, practices, and continual improvement. Option A (Guiding principles) is correct because the guiding principles are one of the SVS components, providing recommendations that guide an organization in all circumstances. Option C (Service value chain) is correct because the service value chain is the central operating model of the SVS, defining six key activities (plan, improve, engage, design and transition, obtain/build, and deliver and support) that convert inputs into outputs. Option E (Governance) is correct because governance is an explicit SVS component, directing and controlling the organization through evaluation, direction, and monitoring. Option B (ITIL maturity model) is not part of the ITIL 4 SVS; maturity assessments are not one of its five components. Option D (Service catalogue) is not an SVS component either; a service catalogue is a practice/tool-level artifact within service management, not a structural element of the SVS.

Answer

ITIL maturity model

Answer

Service catalogue

Question 7

A user contacts the service desk requesting a new software license for a standard application that is listed in the service catalogue. According to ITIL 4, how should this request be classified?

Accepted Answer

As a service request. This request is classified as a service request because the user is asking for a new software license for a standard application already listed in the service catalogue. According to ITIL 4, a service request is a pre-defined, standardized request from a user for information, advice, access, or a service component (like a license) that does not involve a failure or a change to the live environment. The request follows an established, low-risk procedure and does not require a formal change authorization.

Answer

As a problem, because the user cannot access the software

Answer

As an incident, because it requires action from IT

Answer

As a change request, because a new license changes the environment

Question 8

An IT team is investigating a recurring network outage. They have identified the root cause as a faulty router configuration. In which phase of Problem Management are they operating?

Accepted Answer

Problem Control. Problem Control is the phase where root cause analysis is performed and the root cause is identified. Problem Identification is the first phase (detecting problems), and Error Control is the phase where known errors are managed and workarounds are created.

Answer

Error Control

Answer

Problem Identification

Answer

Incident Management

Question 9

Which of the following is a key activity in the Change Enablement practice?

Accepted Answer

Assessing and authorizing changes. The Change Enablement practice (formerly Change Management) is responsible for ensuring that risks are properly assessed, authorizing changes to proceed, and managing the change schedule. Assessing and authorizing changes is a core activity within this practice, as it directly supports the practice's purpose of maximizing the number of successful service and product changes by properly assessing risk and authorizing changes to proceed. This activity is explicitly listed in the ITIL 4 Change Enablement practice as a key step in the change control process.

Answer

Restoring service after an incident

Answer

Conducting root cause analysis

Answer

Monitoring service desk performance

Question 10

What is the ITIL 4 term for a measurement used to track the performance of a service desk?

Accepted Answer

Key Performance Indicator (KPI). In ITIL 4, a Key Performance Indicator (KPI) is the correct term for a metric used to measure and track the performance of a service desk, such as average response time or first-call resolution rate. KPIs are quantifiable measurements that directly reflect the effectiveness and efficiency of a service management process or practice, unlike CSFs which are strategic objectives.

Answer

Critical Success Factor (CSF)

Answer

Service Level Agreement (SLA)

Answer

Operational Level Agreement (OLA)

Question 11

A service desk analyst receives a call from an executive who is unable to print from her laptop. The analyst resolves the issue by restarting the print spooler. According to ITIL 4, how should this interaction be recorded?

Accepted Answer

As an incident. This interaction is recorded as an incident because the executive experienced an unplanned interruption to the printing service (failure to print), which directly aligns with the ITIL 4 definition of an incident: any unplanned reduction in service quality. Restarting the print spooler is a restoration action that returns the service to normal operation, not a permanent fix or a request for something new.

Answer

As a problem

Answer

As a service request

Answer

As a change request

Question 12

What is the primary focus of the Continual Improvement practice?

Accepted Answer

To align IT services with the changing needs of the business and improve them over time. The Continual Improvement practice is focused on aligning IT services with evolving business needs and systematically improving them over time. This involves identifying improvement opportunities, prioritizing them, and implementing changes to enhance service value, efficiency, and effectiveness. It is not about reactive fixes or asset lifecycle management, but about proactive, iterative enhancement.

Answer

To manage the lifecycle of IT assets

Answer

To restore normal service operation as quickly as possible

Answer

To monitor and manage events in the IT infrastructure

Question 13

A service desk manager wants to improve first call resolution (FCR) rate. According to ITIL 4, which practice is MOST directly related to this activity?

Accepted Answer

Service Desk. The Service Desk practice is directly responsible for handling incidents and service requests, and first call resolution (FCR) is a key performance indicator for the service desk. Improving FCR means resolving more incidents during the initial contact without escalation, which is a core operational goal of the service desk practice.

Answer

Service Level Management

Answer

Incident Management

Answer

Problem Management

Question 14

An organization is implementing a new IT service management tool. According to ITIL 4, which practice would be primarily responsible for ensuring that the tool's performance meets the agreed demand?

Accepted Answer

Capacity and Performance Management. Capacity and Performance Management is the ITIL 4 practice that ensures services, including supporting tools, meet current and future demand in a cost-effective manner. It involves sizing, monitoring, and optimizing resources to meet performance requirements as defined in service level agreements. Since the question asks about ensuring the tool's performance meets agreed demand, this practice is directly responsible. It works by forecasting demand, planning capacity, and managing performance to prevent bottlenecks.

Answer

Service Configuration Management

Answer

Monitoring and Event Management

Answer

Availability Management

Question 15

Which ITIL 4 practice involves classifying events as informational, warning, or exception?

Accepted Answer

Monitoring and Event Management. The Monitoring and Event Management practice is specifically responsible for monitoring IT services and categorizing events into three types: informational (routine notifications), warning (conditions that may require attention), and exception (significant deviations requiring immediate action). This classification enables appropriate responses based on the event's severity and impact on service availability.

Answer

Problem Management

Answer

Service Desk

Answer

Incident Management