ITIL4F ITIL Management Practices Practice Test 22 — 15 Questions

Question 1

A service desk agent resolves a password reset request after verifying the user's identity. According to ITIL 4, which metrics would be most appropriate to measure the performance of this interaction?

Accepted Answer

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

Answer

Change success rate and backout success

Answer

Mean Time to Repair (MTTR) and uptime

Answer

Number of problems and known errors

Question 2

Which practice ensures that the IT service provider has sufficient resources to meet current and future demands?

Accepted Answer

Capacity and Performance Management. Capacity and Performance Management ensures services meet agreed performance and demand requirements.

Answer

Service Configuration Management

Answer

Availability Management

Answer

IT Asset Management

Question 3

A known error has been documented for a recurring application crash. According to ITIL 4, in which phase of Problem Management is this known error created?

Accepted Answer

Error control. Error Control is the phase where known errors are documented and managed, after root cause analysis in Problem Control.

Answer

Problem control

Answer

Problem identification

Answer

Incident Management

Question 4

An organization wants to improve its service desk's efficiency by resolving more issues at the first point of contact. Which concept does this describe?

Accepted Answer

Shift-left. Shift-left is the correct concept because it refers to moving problem resolution activities earlier in the service lifecycle, specifically to the first point of contact (e.g., service desk). By empowering the service desk with better tools, knowledge, and automation, more incidents can be resolved without escalation, directly improving efficiency and first-contact resolution rates.

Answer

Continual improvement

Answer

Standard change

Answer

Service level management

Question 5

Which ITIL 4 practice is responsible for maintaining the CMDB and ensuring configuration items are accurate?

Accepted Answer

Service Configuration Management. Service Configuration Management (C) is the ITIL 4 practice responsible for maintaining the Configuration Management Database (CMDB) and ensuring that Configuration Items (CIs) are accurate, up-to-date, and under controlled management. This practice focuses on defining, recording, and controlling CIs and their relationships, directly supporting the integrity of the CMDB.

Answer

Service Desk

Answer

IT Asset Management

Answer

Change Enablement

Question 6

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

Accepted Answer

Emergency change. Standard and emergency are two of the three change types; normal is the third. Standard is pre-approved, emergency is urgent.

Answer

Problem change

Answer

Service request

Answer

Incident change

Question 7

Which THREE of the following are purposes or outputs of the Continual Improvement practice?

Accepted Answer

Maintaining an improvement register. Continual improvement uses the improvement register, follows the 7-step model, and aims to align services with business needs.

Answer

Resolving incidents within agreed times

Answer

Assessing and authorizing changes

Question 8

Which TWO of the following are key components of the Service Desk practice?

Accepted Answer

Single point of contact (SPOC). The Service Desk practice is defined in ITIL 4 as the single point of contact (SPOC) between the service provider and users for all operational interactions. This ensures that users have a clear, consistent entry point for reporting incidents, submitting service requests, and seeking guidance. Omnichannel communication is also a key component because modern service desks must support multiple channels (phone, email, chat, portal) while maintaining a unified interaction history and consistent service quality.

Answer

Root cause analysis

Answer

Configuration baseline

Answer

Shift-left

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 minimise the adverse impact on business operations.

Answer

To fulfil service requests from users

Answer

To manage the lifecycle of all changes

Answer

To find the root cause of incidents

Question 10

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

Accepted Answer

Log and categorize the incident. The first step is to log and categorize the incident to initiate the incident management process and begin restoration of service.

Answer

Escalate the issue to the problem management team

Answer

Inform the service level manager

Answer

Implement a known workaround

Question 11

Which of the following BEST distinguishes an incident from a problem in ITIL 4?

Accepted Answer

Incidents are unplanned service disruptions, while problems are the root causes of incidents. In ITIL 4, an incident is defined as an unplanned interruption or reduction in quality of an IT service, while a problem is the underlying cause of one or more incidents. Option A correctly captures this distinction: incidents are the visible disruptions, and problems are the root causes that need to be identified and resolved to prevent recurrence.

Answer

Incidents are always reported by users, while problems are identified by technical staff

Answer

Incidents have a defined resolution time in the SLA, while problems do not

Answer

Incidents are managed by the service desk, while problems are managed by problem management

Question 12

A company allows employees to request new software through a pre-approved catalogue. Which type of request is this?

Accepted Answer

Service request. A service request is a pre-defined, pre-approved request for a standard service, often from a service catalogue.

Answer

Change request

Answer

Incident

Answer

Problem

Question 13

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

Accepted Answer

To be the single point of contact between users and IT. The service desk serves as the single point of contact (SPOC) for users to report issues and request services.

Answer

To manage the CMDB

Answer

To approve changes

Answer

To analyse incident trends

Question 14

Which of the following is a key activity of Service Level Management?

Accepted Answer

Negotiating and agreeing SLAs. Service Level Management involves negotiating, agreeing, and monitoring SLAs, as well as reporting on service performance.

Answer

Resolving incidents within agreed times

Answer

Installing new software

Answer

Managing supplier contracts

Question 15

An IT team identifies that repeated application crashes are caused by a memory leak. According to ITIL 4, at which stage of Problem Management is the memory leak documented as a Known Error?

Accepted Answer

Error control. A Known Error is created during error control after root cause analysis is completed and a workaround is identified.

Answer

Problem control

Answer

Problem identification

Answer

Incident management