ITIL4F ITIL Management Practices Practice Test 23 — 15 Questions

Question 1

An IT team is redesigning a process. They decide to review what already works well before making changes. Which ITIL 4 guiding principle are they applying?

Accepted Answer

Start where you are. The guiding principle 'Start where you are' means using existing capabilities and services as a basis for improvement. Option C is correct. Option A (Focus on value) is about delivering value. Option B (Keep it simple) is about simplicity. Option D (Progress iteratively) is about incremental improvements.

Answer

Focus on value

Answer

Keep it simple

Answer

Progress iteratively

Question 2

Which document defines the agreed level of service between an IT provider and a customer?

Accepted Answer

Service Level Agreement (SLA). The Service Level Agreement (SLA) is the formal document that specifies the agreed level of service between an IT provider and a customer, including metrics such as availability, response times, and resolution targets. In ITIL 4, the SLA is a key output of the service level management practice, defining measurable targets that the provider commits to meet. It is distinct from other agreements because it directly represents the customer-facing promise of service quality.

Answer

Underpinning Contract (UC)

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Operational Level Agreement (OLA)

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Continual Improvement Register (CIR)

Question 3

An organization monitors IT systems and detects an event indicating that a disk is 80% full. According to ITIL 4, what type of event is this?

Accepted Answer

Warning event. In ITIL 4, a warning event is an event that indicates a threshold has been reached or a condition that could lead to an incident if not addressed. A disk being 80% full is a typical example of a warning event because it signals a potential issue that requires attention but is not yet a failure. It is not an error or exception because the system is still operational.

Answer

Informational event

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Exception event

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Error event

Question 4

Which practice includes the 'ITIL continual improvement model' with seven steps?

Accepted Answer

Continual Improvement. The ITIL continual improvement model is a structured seven-step process (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?) that is explicitly defined within the Continual Improvement practice. This practice is the owner of the model, providing the framework for identifying and executing improvements across all other ITIL practices.

Answer

Change Enablement

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Service Level Management

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Problem Management

Question 5

An organization has identified that a recurring incident is caused by a specific software bug. The bug has been documented, and a workaround is known. What phase of Problem Management is this?

Accepted Answer

Error Control. Error Control. In ITIL 4, once a problem has been identified and analyzed (Problem Control), and a known error (the documented bug with a workaround) is created, the lifecycle moves to Error Control. This phase manages known errors through their lifecycle, focusing on finding a permanent resolution (e.g., a software patch) while the workaround is used in the interim. The question explicitly states the bug is documented and a workaround exists, which are the hallmarks of a known error under Error Control.

Answer

Problem Identification

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Problem Control

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Incident Management

Question 6

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

Accepted Answer

Emergency change. In ITIL 4, changes are categorized into three types: standard, emergency, and normal. Option A (Emergency change) is correct because it is a specific type of change that must be implemented as soon as possible, often to resolve an incident or security vulnerability, and follows a expedited process with authorization from the change authority. Option B (Standard change) is correct because it is a pre-authorized, low-risk change that follows a defined procedure, such as password resets or server patching, and does not require additional approval each time.

Answer

Problem change

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Service request change

Answer

Incident change

Question 7

Which TWO of the following are key metrics for the Service Desk practice?

Accepted Answer

First Call Resolution (FCR). First Call Resolution (FCR) (option B) is a core Service Desk metric because it measures the percentage of user incidents or requests resolved during the initial contact without escalation or callback, directly reflecting the desk's efficiency and effectiveness. Customer Satisfaction Score (CSAT) (option D) is equally essential, as it captures user perception of the support experience and is a standard KPI for evaluating Service Desk quality and service experience. By contrast, Mean Time Between Failures (MTBF) (option A) is a reliability metric for components or systems, not a Service Desk performance measure. Recovery Time Objective (RTO) (option C) is a continuity and availability target for restoring services after disruption, owned by continuity/availability management rather than the Service Desk. Mean Time to Restore Service (MTTR) (option E) measures how quickly a service is restored after failure, which is an incident and availability management metric rather than a primary Service Desk KPI.

Answer

Mean Time Between Failures (MTBF)

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Recovery Time Objective (RTO)

Answer

Mean Time to Restore Service (MTTR)

Question 8

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?

Accepted Answer

Document the known error and provide a workaround. The problem manager should document the known error and provide a workaround to mitigate the impact until the permanent fix is released. This follows ITIL problem management practices: when a root cause is identified but a permanent fix is not yet available, the problem is classified as a known error, and a workaround should be documented and communicated to incident management for faster resolution of future incidents.

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 9

Which type of change is pre-approved and follows a defined procedure with minimal risk?

Accepted Answer

Standard change. A standard change is pre-approved by the change authority and follows a defined, low-risk procedure. It does not require a separate change advisory board (CAB) meeting for each occurrence, as its risk is well-understood and the implementation steps are documented and repeatable.

Answer

Normal change

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Urgent change

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Emergency change

Question 10

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

Accepted Answer

Service Desk. The Service Desk practice is the single point of contact between the provider and users, and it owns the handling of incidents and service requests at first level. Improving first-level resolution rates means empowering the Service Desk with better knowledge, scripts, and tools so more incidents are resolved without escalation.

Answer

Problem Management

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Service Level Management

Answer

Incident Management

Question 11

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 standard laptop request is a pre-approved, low-risk service request handled through the service request fulfillment process, not the change enablement process. Service requests are user-initiated requests for information, advice, or a standard change, and they follow a defined workflow with approval and fulfillment steps. Because the configuration is standard, it does not require assessment by a change advisory board.

Answer

As a change request

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As an incident

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As a problem

Question 12

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

Accepted Answer

Service Level Management. Service Level Management is the ITIL practice responsible for negotiating, agreeing, and managing service level targets with customers. It defines, documents, and monitors Service Level Agreements (SLAs) and ensures that services are delivered according to agreed-upon expectations. This practice is the direct owner of the SLA lifecycle, from negotiation through review.

Answer

Supplier Management

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Capacity and Performance Management

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Availability Management

Question 13

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 the agreement between the service provider and an external third-party supplier that defines the services and targets the supplier must meet to support the provider's SLAs. Since the data center is a third party, the UC is the correct document to define availability requirements for that supplier.

Answer

Operational Level Agreement (OLA)

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Service Level Agreement (SLA)

Answer

Service Improvement Plan (SIP)

Question 14

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 15

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

Accepted Answer

Low risk. Option B (Low risk) is correct because service requests are routine, well-understood interactions that carry minimal risk to the environment, unlike changes that may disrupt services. Option C (Pre-approved) is correct because service requests are typically pre-authorized within the service catalog, allowing fulfillment teams to act without seeking separate change approval. Option E (Predefined and standardized) is correct because service requests follow documented, repeatable procedures and are offered as standardized catalog items, ensuring consistent delivery. Option A (Unplanned) does not belong because service requests are planned, expected interactions initiated by users through normal channels, not unplanned events. Option D (Require approval from the Change Advisory Board) does not belong because CAB approval is associated with normal changes, whereas service requests are pre-approved and do not require CAB review.

Answer

Unplanned

Answer

Require approval from the Change Advisory Board