ITIL4F ITIL Management Practices Practice Test 23 — 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

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 4

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 5

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 6

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 7

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 8

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 9

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 10

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 11

Which type of change is pre-approved and has a defined procedure?

Accepted Answer

Standard change. Standard changes are low-risk, pre-approved, and follow a defined procedure.

Answer

Service request

Answer

Normal change

Answer

Emergency change

Question 12

An organization wants to improve its incident resolution time. According to the ITIL Continual Improvement Model, what is the FIRST step?

Accepted Answer

Define the vision and direction. The first step is to define the vision and direction for improvement, including aligning with business objectives.

Answer

Create an improvement register

Answer

Identify current and desired states

Answer

Define measurable targets

Question 13

What is the relationship between a Configuration Management Database (CMDB) and IT Asset Management?

Accepted Answer

IT Asset Management provides financial data for CIs in the CMDB. IT Asset Management manages the lifecycle of assets (financial and contractual), while the CMDB records configuration items (CIs) and their relationships. They are complementary, with the CMDB often containing asset information but not replacing asset management.

Answer

The CMDB replaces IT Asset Management

Answer

They are the same practice

Answer

IT Asset Management is a subset of Service Configuration Management

Question 14

Which of the following BEST differentiates a normal change from an emergency change?

Accepted Answer

Normal changes are assessed and approved through standard procedures; emergency changes require urgent handling to avoid business impact. Emergency changes are for urgent situations where delays would cause significant business impact, and they follow an expedited process. Normal changes follow standard assessment and approval.

Answer

Normal changes are always low-risk; emergency changes are high-risk

Answer

Emergency changes are implemented without any approval

Answer

Emergency changes are only used for security incidents

Question 15

Which TWO of the following are typical metrics for a Service Desk?

Accepted Answer

Customer Satisfaction Score (CSAT). The Customer Satisfaction Score (CSAT) is a standard service desk metric that directly measures the end-user's perception of service quality, typically gathered via post-interaction surveys. It is a key performance indicator (KPI) in ITIL 4 for evaluating the value delivered by the service desk.

Answer

Number of known errors

Answer

Mean Time to Repair (MTTR)

Answer

Percentage of changes that are emergency