ITIL4F ITIL Management Practices Practice Test 25 — 15 Questions

Question 1

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 2

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. According to the ITIL 4 Continual Improvement Model, the first step is to define the vision and direction. This step establishes the overall goal and scope of the improvement initiative, ensuring alignment with business strategy. Without a clear vision, subsequent steps like identifying current and desired states lack context.

Answer

Create an improvement register

Answer

Identify current and desired states

Answer

Define measurable targets

Question 3

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 (ITAM) is a broader practice that tracks the financial, contractual, and lifecycle aspects of assets, while the CMDB focuses on configuration items (CIs) and their relationships to support service delivery. In ITIL 4, ITAM feeds financial and ownership data—such as cost, depreciation, and license status—into the CMDB so that CIs have complete lifecycle context. This integration ensures that configuration records reflect both technical and financial attributes, supporting better decision-making across service value streams.

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 4

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 5

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

Accepted Answer

Customer Satisfaction Score (CSAT). Customer Satisfaction Score (CSAT) (option B) is a typical Service Desk metric because it directly measures user perception of the support experience after each interaction, making it a core indicator of service quality. First Contact Resolution (FCR) (option D) is also a standard Service Desk metric, as it tracks the percentage of incidents resolved during the initial contact without escalation or callback, reflecting the desk's efficiency and effectiveness. Option A (Number of known errors) is a problem management metric, not a Service Desk performance metric. Option C (Mean Time to Repair, MTTR) is typically associated with incident or technical resolution performance at a support tier or engineering level rather than the Service Desk itself. Option E (Percentage of changes that are emergency) is a change management metric, not a Service Desk metric.

Answer

Number of known errors

Answer

Mean Time to Repair (MTTR)

Answer

Percentage of changes that are emergency

Question 6

Which THREE of the following are activities of Service Level Management?

Accepted Answer

Reporting service performance. Service Level Management involves negotiating SLAs, monitoring service performance, and reporting results. Defining service metrics is part of service design, not a direct activity of SLA management.

Answer

Managing supplier contracts

Answer

Defining service metrics

Question 7

Which TWO of the following are roles involved in Change Enablement?

Accepted Answer

Change Authority. Change Enablement involves a Change Authority (who approves changes) and a Change Manager (who oversees the process). The Service Desk Manager is not necessarily involved.

Answer

Service Desk Manager

Answer

Problem Manager

Answer

Supplier Manager

Question 8

Which of the following is a key activity in the Problem Management practice?

Accepted Answer

Documenting known errors and workarounds in the Known Error Database. A key activity in Problem Management is documenting known errors and workarounds in the Known Error Database (KEDB). Problem Management focuses on identifying root causes of incidents and managing workarounds and known errors to reduce their impact. The KEDB is a central repository that helps the Service Desk resolve incidents faster by applying documented workarounds.

Answer

Authorizing and scheduling emergency changes

Answer

Fulfilling a password reset request from a user

Answer

Restoring service as quickly as possible using a workaround

Question 9

What is the main difference between a standard change and a normal change?

Accepted Answer

A standard change is pre-approved and follows a defined procedure, while a normal change requires approval from a change authority. In ITIL 4, a standard change is pre-authorized and follows a defined procedure, often low-risk and routine, so it does not require individual approval each time. A normal change is not pre-approved and must go through the change authority for assessment and authorization. This distinction is fundamental to change enablement.

Answer

A standard change cannot be scheduled, while a normal change can be scheduled

Answer

A standard change is only used for emergency fixes, while a normal change is for planned improvements

Answer

A standard change has no defined procedure, while a normal change has a defined procedure

Question 10

A user contacts the service desk to request a new laptop because their current one is outdated. According to ITIL 4, what type of record should be raised?

Accepted Answer

Service request. A service request is the correct record type because the user is asking for something standard and pre-approved, such as a new laptop, rather than reporting a fault or outage. In ITIL 4, service requests are a normal part of service delivery and are handled through the request management practice, not incident or problem management. The request may trigger a change later, but the initial record is a service request.

Answer

Problem record

Answer

Change request

Answer

Incident record

Question 11

Which practice is responsible for negotiating, agreeing, and monitoring service level targets?

Accepted Answer

Service Level Management. Service Level Management (SLM) is the ITIL practice specifically tasked with negotiating, agreeing, and monitoring service level targets. It defines, documents, and manages Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure that the delivered service meets agreed performance metrics. This practice is the single point of accountability for service level achievement and continuous improvement against those targets.

Answer

Service Configuration Management

Answer

Incident Management

Answer

Availability Management

Question 12

An organization wants to improve its first call resolution rate. Which practice is most directly responsible for this metric?

Accepted Answer

Service Desk. The Service Desk is the single point of contact between the service provider and users, and it is directly responsible for handling user incidents and service requests on first contact. First call resolution (FCR) measures the percentage of incidents resolved during the initial interaction without escalation or callback, which is a core Service Desk responsibility. While Incident Management oversees the overall incident lifecycle, the Service Desk practice is the one that actually resolves incidents at the first point of contact, making it the most directly accountable for FCR.

Answer

Incident Management

Answer

Problem Management

Answer

Change Enablement

Question 13

A monitoring tool detects that a server's CPU usage has exceeded 90% for 10 minutes. According to ITIL 4, this event is classified as which type?

Accepted Answer

Warning. In ITIL 4 event management, events are classified by significance: informational events are routine notifications, warnings indicate a threshold has been approached or exceeded but service is not yet critically impacted, and exceptions indicate a service has failed or breached a critical threshold. A CPU exceeding 90% for 10 minutes is a threshold breach that signals potential degradation but not yet a service failure, which maps to a warning. Critical is not a standard ITIL 4 event classification — ITIL uses informational, warning, and exception.

Answer

Exception

Answer

Critical

Answer

Informational

Question 14

Which practice ensures that the performance of a service is measured and analyzed to meet current and future demand?

Accepted Answer

Capacity and Performance Management. Capacity and Performance Management is the ITIL 4 practice whose explicit purpose is to ensure that services, service components, and resources meet current and future agreed-upon capacity and performance requirements in a cost-effective manner. It involves monitoring, measuring, and analyzing performance data against demand forecasts so that capacity can be scaled proactively. This directly matches the question's wording about measuring and analyzing service performance to meet current and future demand.

Answer

IT Asset Management

Answer

Availability Management

Answer

Service Configuration Management

Question 15

During a major incident, the IT team implements a workaround to restore service. Later, they discover the root cause and submit a permanent fix as an emergency change. Which ITIL 4 practices are primarily involved in this sequence?

Accepted Answer

Incident Management, Problem Management, and Change Enablement. The sequence involves Incident Management (restoring service via workaround), Problem Management (finding root cause and submitting permanent fix), and Change Enablement (emergency change to implement the fix). All three practices are involved.

Answer

Incident Management and Problem Management only

Answer

Problem Management and Change Enablement only

Answer

Incident Management and Change Enablement only