ITIL4F ITIL Management Practices Practice Test 26 — 15 Questions

Question 1

After a major incident, the Problem Management team identifies a known error and documents a workaround. According to ITIL 4, which practice is responsible for ensuring the workaround is implemented to restore service?

Accepted Answer

Incident Management. Incident Management is responsible for restoring service using workarounds; Problem Management identifies the workaround but does not execute it.

Answer

Change Enablement

Answer

Problem Management

Answer

Service Request Management

Question 2

A financial services company wants to improve its service desk's first-call resolution rate. Which ITIL 4 concept is most directly related to this goal?

Accepted Answer

First-call resolution. First-call resolution (FCR) is the ITIL 4 metric that directly measures the percentage of incidents resolved during the initial contact with the service desk, without escalation or callbacks. Improving FCR reduces operational costs and enhances user satisfaction by eliminating the need for follow-up interactions, which aligns precisely with the company's goal of improving its service desk's first-call resolution rate.

Answer

Mean time to resolve (MTTR)

Answer

Shift-left

Answer

Customer satisfaction score (CSAT)

Question 3

Which ITIL 4 practice is responsible for ensuring that all IT assets are tracked and managed throughout their lifecycle?

Accepted Answer

IT Asset Management. IT Asset Management manages the lifecycle of assets, including financial tracking.

Answer

Supplier Management

Answer

Service Configuration Management

Answer

Service Desk

Question 4

During a major incident, a workaround is applied by the service desk. Later, Problem Management identifies the root cause and implements a permanent fix through a normal change. Which sequence of practices is being followed?

Accepted Answer

Incident Management → Problem Management → Change Enablement. Incident Management restores service, Problem Management finds root cause, and Change Enablement implements the permanent fix.

Answer

Service Request Management → Incident Management → Change Enablement

Answer

Problem Management → Incident Management → Change Enablement

Answer

Change Enablement → Incident Management → Problem Management

Question 5

An organization has an SLA that specifies a response time of 4 hours for priority 2 incidents. The IT team also has an OLA with the network team to resolve network-related incidents within 2 hours. According to ITIL 4, what is the relationship between the SLA and the OLA?

Accepted Answer

The OLA supports the SLA by ensuring internal teams meet their commitments.. An OLA supports the SLA by defining internal targets that help meet the SLA.

Answer

The OLA is a contract with an external supplier, while the SLA is with internal customers.

Answer

The OLA and SLA are independent and have no relationship.

Answer

The SLA is more important than the OLA, so the OLA can be ignored if needed.

Question 6

Which THREE of the following are phases of the ITIL Continual Improvement Model?

Accepted Answer

What is the vision?. The ITIL Continual Improvement Model includes 7 steps: 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?

Answer

What is the budget?

Answer

Who is responsible?

Question 7

Which TWO of the following are considered events in the Monitoring and Event Management practice?

Accepted Answer

A printer that is low on toner. Events include informational, warning, and exception types. A printer running low on toner is a warning event; a server reaching 100% CPU usage is an exception event.

Answer

A scheduled backup completing successfully

Answer

A user reporting a slow computer

Answer

A new employee requesting access to a system

Question 8

Which TWO of the following are characteristics of a service request compared to an incident?

Accepted Answer

They are typically low-risk. Service requests are pre-approved and typically follow a standard fulfillment process, while incidents are unplanned disruptions.

Answer

They require root cause analysis

Answer

They cause unplanned service interruption

Answer

They are always urgent

Question 9

An IT service desk analyst receives a call that users cannot access the CRM system. According to ITIL 4, what should the analyst do FIRST?

Accepted Answer

Log the incident and attempt to restore service. The first step in incident management is to log and classify the incident to restore service as soon as possible. Root cause analysis belongs to problem management, which is initiated later if needed.

Answer

Escalate to the service desk manager immediately

Answer

Initiate a problem record to find the root cause

Answer

Submit a change request to fix the system

Question 10

What is the PRIMARY purpose of the Problem Management practice?

Accepted Answer

To eliminate or reduce the impact of incidents by identifying root causes. Problem management aims to identify the root causes of incidents and prevent recurrence or reduce impact. Restoring service is the purpose of incident management.

Answer

To restore normal service operation as quickly as possible

Answer

To handle service requests from users efficiently

Answer

To manage the lifecycle of all IT assets

Question 11

An organization is experiencing repeated incidents due to a software bug. The problem manager has identified the root cause and documented a known error with a workaround. According to ITIL 4, in which phase of problem management are they operating?

Accepted Answer

Error control. Error control is the phase where known errors are managed, workarounds are documented, and resolution is pursued. Problem identification is the first phase, and problem control involves root cause analysis.

Answer

Incident resolution

Answer

Problem identification

Answer

Problem control

Question 12

A user requests a new software installation that is already approved and listed in the service catalogue. According to ITIL 4, how should this request be classified?

Accepted Answer

As a service request. Service requests are predefined, pre-approved, and typically low-risk. This matches the description of a standard change, but in ITIL 4, service requests are a distinct practice separate from changes.

Answer

As an incident

Answer

As a normal change

Answer

As an emergency change

Question 13

A major outage has occurred, and the IT team needs to implement a fix immediately without following the normal change authorization process. According to ITIL 4, what type of change should be raised?

Accepted Answer

Emergency change. Emergency changes are for urgent situations that require immediate implementation to restore service. They have a separate, faster authorization process.

Answer

Normal change

Answer

Standard change

Answer

Service request

Question 14

Which practice is responsible for being the single point of contact (SPOC) between the service provider and users?

Accepted Answer

Service Desk. The service desk is the single point of contact for users to report incidents, submit service requests, and seek guidance.

Answer

Incident Management

Answer

Change Enablement

Answer

Service Level Management

Question 15

An IT organization wants to improve first-contact resolution (FCR) rates. According to ITIL 4, which practice is most directly associated with this metric?

Accepted Answer

Service Desk. First-contact resolution is a key performance indicator for the service desk, reflecting its ability to resolve issues on the first interaction.

Answer

Problem Management

Answer

Service Level Management

Answer

Incident Management