ITIL4F ITIL Management Practices Practice Test 22 — 15 Questions

Question 1

A problem manager has identified that recurring incidents are caused by a software bug. The vendor has been notified and a permanent fix is scheduled for the next release. What should the problem manager do in the meantime?

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

Accepted Answer

Document the known error and provide a workaround. In error control, when a permanent fix is pending, the problem manager should document the known error and provide a workaround to reduce impact. Option B is correct because it follows the known error process. Option A is wrong because closing the problem record is premature. Option C is wrong because the fix is already scheduled and an emergency change is not needed. Option D is wrong because implementing a workaround globally may not be appropriate without proper assessment.

Answer

Close the problem record since the fix is scheduled

Answer

Escalate to change enablement for an emergency change

Answer

Implement the workaround immediately for all users

Question 2

What is the PRIMARY purpose of the Service Desk practice?

Accepted Answer

To provide a single point of contact for users. The primary purpose of the Service Desk practice is to provide a single point of contact (SPOC) for users to report incidents, submit service requests, and receive updates. This ensures that all user interactions are captured, tracked, and managed consistently, enabling efficient communication and resolution. Without a dedicated SPOC, users would face confusion about whom to contact, leading to delays and poor service experience.

Answer

To manage the lifecycle of IT assets

Answer

To manage known errors and workarounds

Answer

To monitor and manage IT events

Question 3

An organization wants to improve first-level resolution rates. Which practice should they focus on?

Accepted Answer

Service Desk. Improving first-level resolution rates is a primary objective of the Service Desk practice in ITIL 4. The Service Desk captures demand for incident resolution and service requests, and its capability directly influences first-contact resolution rates. Option A is correct. Option B (Problem Management) focuses on identifying root causes of incidents to prevent recurrence, not on immediate resolution rates. Option C (Service Level Management) deals with setting and monitoring service level targets, not operational resolution activities. Option D (Incident Management) manages the lifecycle of incidents but does not directly own first-level resolution; that responsibility lies with the Service Desk practice.

Answer

Problem Management

Answer

Service Level Management

Answer

Incident Management

Question 4

A user requests a new laptop because their current one is slow. The request is for a standard configuration. How should this be handled?

Accepted Answer

As a service request. A request for a standard configuration item, such as a new laptop with a standard configuration, is a service request because it is pre-approved and follows a defined procedure. Option B is correct. Option A (change request) is incorrect because a change request is required for deviations from standard or for changes that may need approval, not for standard requests. Option C (incident) is incorrect because an incident is an unplanned interruption or reduction in quality of an IT service. Option D (problem) is incorrect because a problem is the cause of one or more incidents.

Answer

As a change request

Answer

As an incident

Answer

As a problem

Question 5

Which ITIL practice is responsible for negotiating and agreeing on service level targets?

Accepted Answer

Service Level Management. Service Level Management is responsible for negotiating, agreeing, and monitoring service level targets. Option D is correct. Option A (Supplier Management) deals with suppliers and contracts. Option B (Capacity and Performance Management) ensures services meet capacity demands. Option C (Availability Management) ensures services are available as agreed.

Answer

Supplier Management

Answer

Capacity and Performance Management

Answer

Availability Management

Question 6

An event indicating that a server's disk usage has reached 85% is detected. According to ITIL 4, what type of event is this?

Accepted Answer

Warning. In ITIL 4, events are categorized as informational, warning, or exception. A warning event indicates a potential problem, such as disk usage reaching 85%. Therefore, Option B is correct. Option A (Exception) is for events that indicate a breach of a threshold or actual failure, such as disk full. Option C (Alert) is not a formal ITIL event category. Option D (Informational) is for routine operations, not potential problems.

Answer

Exception

Answer

Alert

Answer

Informational

Question 7

A service provider uses a third-party data center. They want to ensure the data center's availability meets their requirements. Which document should they use to define these requirements?

Accepted Answer

Underpinning Contract (UC). An Underpinning Contract (UC) is a formal contract between a service provider and an external supplier, such as a third-party data center, that defines the requirements and responsibilities, including availability targets. Option B is correct. Option A (OLA) is incorrect because an Operational Level Agreement is an internal agreement between departments within the same organization. Option C (SLA) is incorrect because a Service Level Agreement is between the service provider and its customers, not with external suppliers. Option D (SIP) is incorrect because a Service Improvement Plan is used to plan improvements, not to define initial requirements.

Answer

Operational Level Agreement (OLA)

Answer

Service Level Agreement (SLA)

Answer

Service Improvement Plan (SIP)

Question 8

Which ITIL 4 practice manages the lifecycle of all configuration items including their relationships and baselines?

Accepted Answer

Service Configuration Management. Service Configuration Management is responsible for managing configuration items (CIs), their relationships, and configuration baselines throughout their lifecycle. Option B is correct. Option A (Change Enablement) manages changes to services and CIs but does not manage the overall CI lifecycle. Option C (IT Asset Management) focuses on the financial and contractual aspects of assets, not the detailed configuration management. Option D (Release Management) manages the release of new or changed services, not the ongoing management of CIs.

Answer

Change Enablement

Answer

IT Asset Management

Answer

Release Management

Question 9

Which THREE of the following are characteristics of a service request?

Accepted Answer

Low risk. Service requests are characterized by being predefined, pre-approved, and low risk. Therefore, options B (Low risk), C (Pre-approved), and E (Predefined and standardized) are correct. Option A (Unplanned) is incorrect because service requests follow a standardized, predefined process and are not unplanned. Option D (Require approval from the Change Advisory Board) is incorrect because service requests are pre-approved and do not require CAB approval; that is typical for normal changes.

Answer

Unplanned

Answer

Require approval from the Change Advisory Board

Question 10

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

Accepted Answer

Log the incident with relevant details. The first step in incident management is to log the incident, capturing key details, before proceeding with investigation or escalation.

Answer

Search for a known error in the known error database

Answer

Escalate to the problem management team

Answer

Reset users' passwords

Question 11

What is the PRIMARY purpose of the Incident Management practice?

Accepted Answer

To restore normal service operation as quickly as possible. Incident management aims to restore normal service operation as quickly as possible and minimize adverse impact.

Answer

To find the root cause of incidents

Answer

To monitor and manage events

Answer

To manage service requests

Question 12

A user requests a new laptop as part of the onboarding process. According to ITIL 4, how should this be classified?

Accepted Answer

As a service request, because it is a standard, pre-approved request. Service requests are predefined, pre-approved, and follow a standard process, unlike incidents which are unplanned.

Answer

As a problem, because it may cause future issues

Answer

As a change request, because it involves hardware

Answer

As an incident, because it requires IT action

Question 13

An IT team discovers a recurring pattern of errors in a financial application. According to ITIL 4, which practice should be initiated to investigate the root cause?

Accepted Answer

Problem Management. Problem Management identifies the root cause of incidents to prevent recurrence.

Answer

Change Enablement

Answer

Service Request Management

Answer

Incident Management

Question 14

Which ITIL 4 practice involves negotiating, agreeing, and monitoring service level agreements (SLAs)?

Accepted Answer

Service Level Management. Service Level Management is the ITIL 4 practice responsible for negotiating, agreeing, and monitoring Service Level Agreements (SLAs). It ensures that the agreed service levels are documented, tracked, and reported, aligning IT services with business expectations. This practice directly manages the lifecycle of SLAs, including their creation, review, and improvement.

Answer

Availability Management

Answer

Supplier Management

Answer

Service Desk

Question 15

A change request to upgrade the email server is assessed and authorized by the Change Advisory Board (CAB). After testing, it is scheduled for the next weekend. What type of change is this?

Accepted Answer

Normal change. Normal changes require assessment and authorization by the CAB, unlike standard (pre-approved) or emergency (urgent) changes.

Answer

Emergency change

Answer

Service request

Answer

Standard change