ITIL4F ITIL Management Practices Practice Test 24 — 15 Questions

Question 1

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. A new laptop for onboarding is a standard, pre-approved, low-risk request that follows a defined fulfillment workflow, which ITIL 4 classifies as a service request. It is not a failure or unplanned event, so it does not meet the definitions of incident, problem, or change.

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As a problem, because it may cause future issues

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As a change request, because it involves hardware

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As an incident, because it requires IT action

Question 2

A company implements a new monitoring system that sends alerts when server CPU usage exceeds 90%. Which ITIL 4 practice is primarily involved?

Accepted Answer

Monitoring and Event Management. The monitoring system that sends alerts when CPU usage exceeds 90% directly involves detecting and responding to operational events. This is the core function of the Monitoring and Event Management practice, which defines how events (such as threshold breaches) are captured, analyzed, and acted upon. The alert itself is an 'event' in ITIL 4 terms, making this practice primarily responsible.

Answer

Service Desk

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Incident Management

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Capacity and Performance Management

Question 3

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

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Service Request Management

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Incident Management

Question 4

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

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Supplier Management

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Service Desk

Question 5

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. A normal change is one that follows the full change authorization process, including assessment, approval by the Change Advisory Board (CAB), testing, and scheduling. The scenario describes a change that was assessed, authorized by the CAB, tested, and scheduled, which is the definition of a normal change.

Answer

Emergency change

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Service request

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Standard change

Question 6

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). For a password reset request resolved at the service desk, the most appropriate metrics are First Contact Resolution (FCR) and Customer Satisfaction (CSAT). FCR measures the percentage of incidents resolved on the first contact without escalation, which directly applies to a password reset. CSAT measures the user's satisfaction with the interaction, providing feedback on the service quality.

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Change success rate and backout success

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Mean Time to Repair (MTTR) and uptime

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Number of problems and known errors

Question 7

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 is the ITIL 4 practice that ensures services meet current and future demand by optimizing resource allocation and performance. It involves forecasting demand, monitoring usage, and adjusting capacity to maintain service quality. This practice directly addresses the need for sufficient resources to handle both present and anticipated workloads.

Answer

Service Configuration Management

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Availability Management

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IT Asset Management

Question 8

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.

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Continual improvement

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Standard change

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Service level management

Question 9

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

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IT Asset Management

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Change Enablement

Question 10

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

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Assessing and authorizing changes

Question 11

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 built around being the single point of contact (SPOC) for users, meaning option D is correct because the service desk serves as the centralized entry point through which all users can report incidents, make requests, and receive updates, ensuring consistent handling and communication. Option E is also correct because omnichannel communication is a key component of the modern Service Desk, enabling users to interact through multiple channels such as phone, email, chat, self-service portal, and walk-in while maintaining a consistent experience. Option A (root cause analysis) belongs primarily to the Problem Management practice, which investigates underlying causes of incidents rather than being a core Service Desk component. Option B (configuration baseline) is part of Service Configuration Management, which defines and controls approved configurations of configuration items. Option C (shift-left) is a broader improvement strategy often associated with the Service Desk but is not itself listed as one of the two key components in this context.

Answer

Root cause analysis

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Configuration baseline

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Shift-left

Question 12

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

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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 13

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 request from a user for something they need, such as new software, hardware, or access, that is part of a pre-approved catalogue. This is a standard service request, not an incident or change.

Answer

Change request

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Incident

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Problem

Question 14

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.

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To manage the CMDB

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To approve changes

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To analyse incident trends

Question 15

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

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Installing new software

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Managing supplier contracts