ITIL4F ITIL Management Practices Practice Test 26 — 15 Questions

Question 1

A service desk analyst resolves an incident by providing a workaround from the Known Error Database. According to ITIL 4, this activity is part of which practice?

Accepted Answer

Incident Management. Incident Management is the practice responsible for managing the lifecycle of all incidents, including resolving them, often by applying workarounds from the Known Error Database. The Known Error Database is maintained by Problem Management, but the act of resolving an incident using a workaround is part of Incident Management. Problem Control and Error Control are activities within Problem Management, not separate practices. Service Request Management handles requests, not incidents.

Answer

Problem Control

Answer

Error Control

Answer

Service Request Management

Question 2

Which of the following best distinguishes an output from an outcome in ITIL 4?

Accepted Answer

An output is a deliverable, while an outcome is the result for the stakeholder. In ITIL 4, an output is a tangible or intangible deliverable produced by an activity, while an outcome is the result or consequence for the stakeholder. The distinction is that outputs are what is produced, and outcomes are the value or effect experienced by the stakeholder.

Answer

An output is the value created, while an outcome is the metric used

Answer

An output is the result of an activity, while an outcome is the cost of the activity

Answer

An output is what the service does, while an outcome is how it is delivered

Question 3

Which THREE of the following are key activities of the Continual Improvement practice?

Accepted Answer

Defining improvement initiatives based on stakeholder feedback. Option A is correct because the Continual Improvement practice uses stakeholder feedback (from customers, users, and other interested parties) to identify and define improvement initiatives that align with the organization's objectives. Option C is correct because maintaining an improvement register is a core activity of the practice, used to record, prioritize, and track improvement opportunities and their progress. Option D is correct because applying the ITIL continual improvement model provides the structured, iterative approach (vision, current state, target state, plan, act, evaluate) that guides improvement efforts. Option B does not belong because negotiating and agreeing service level targets is an activity of the Service Level Management practice, not Continual Improvement. Option E does not belong because monitoring and responding to events is an activity of the Monitoring and Event Management practice.

Answer

Negotiating and agreeing service level targets

Answer

Monitoring and responding to events

Question 4

Which TWO of the following statements about Service Desk and Incident Management are correct?

Accepted Answer

Incident Management may use workarounds to restore service quickly. The Service Desk is the single point of contact for incident reporting, making Option B correct. Incident Management focuses on restoring service quickly, often using workarounds, which makes Option A correct. Option C is false because finding root cause is the goal of Problem Management, not Incident Management. Option D is false because the Service Desk does not perform root cause analysis. Option E is false because service requests are not necessarily logged as incidents; they are handled by Service Request Management.

Answer

Incident Management focuses on finding the root cause of incidents

Answer

The Service Desk is responsible for root cause analysis

Answer

All service requests must be logged as incidents

Question 5

Which statement BEST distinguishes a service request from an incident?

Accepted Answer

Service requests are pre-defined and pre-approved, while incidents are unplanned service disruptions. A service request is a pre-defined, pre-approved user request such as a password reset, software installation, or information request, handled through the request fulfillment practice. An incident is an unplanned interruption or degradation of a service, handled through the incident management practice. This distinction is the defining difference between the two.

Answer

Incidents are only technical issues, while service requests are for information

Answer

Service requests always require a change, while incidents never do

Answer

Service requests are not logged, while incidents are always logged

Question 6

Which ITIL 4 practice is responsible for managing the lifecycle of IT assets from acquisition to disposal?

Accepted Answer

IT Asset Management. IT Asset Management (ITAM) is the ITIL 4 practice that governs the entire lifecycle of IT assets, including acquisition, deployment, maintenance, and disposal. It ensures that assets are tracked, accounted for, and managed to maximize value and minimize risk. The other practices focus on different areas: Supplier Management handles vendor relationships, Change Enablement controls changes, and Service Configuration Management manages configuration items and their relationships.

Answer

Supplier Management

Answer

Change Enablement

Answer

Service Configuration Management

Question 7

A service desk team is implementing a 'shift-left' strategy. What is the PRIMARY goal of this approach?

Accepted Answer

To resolve more incidents and requests at the first point of contact without escalation. The primary goal of a 'shift-left' strategy in ITIL 4 is to resolve more incidents and service requests at the first point of contact (tier 0 or tier 1) without escalating to higher support levels. This reduces mean time to resolution (MTTR), lowers operational costs, and improves user satisfaction by minimizing handoffs. While automation and empathy can support shift-left, they are enablers, not the core objective.

Answer

To automate incident resolution using AI and chatbots

Answer

To ensure all calls are logged before escalation

Answer

To increase empathy and customer satisfaction

Question 8

In the context of ITIL 4, which activity is part of Problem Management but NOT part of Incident Management?

Accepted Answer

Conducting root cause analysis. Root cause analysis is the defining activity of Problem Management: it seeks to identify and eliminate the underlying cause of one or more incidents. Incident Management focuses on restoring service quickly, often through workarounds, and does not own the deeper causal investigation. This makes root cause analysis the activity unique to Problem Management.

Answer

Applying workarounds to restore service

Answer

Logging and categorizing issues

Answer

Escalating issues to higher-level support

Question 9

An organization wants to ensure that IT services meet current and future demand. Which ITIL 4 practice is primarily responsible for this?

Accepted Answer

Capacity and Performance Management. The Capacity and Performance Management practice is specifically designed to ensure that services, service components, and infrastructure have the capacity to meet current and future demand in a cost-effective manner. It involves activities such as demand forecasting, capacity planning, performance monitoring, and tuning to align resources with business needs. This practice directly addresses the requirement to meet both current and future demand, making it the primary responsible practice.

Answer

Service Level Management

Answer

Availability Management

Answer

Monitoring and Event Management

Question 10

In ITIL 4, which practice is responsible for maintaining the Configuration Management Database (CMDB)?

Accepted Answer

Service Configuration Management. Service Configuration Management (D) is the ITIL 4 practice responsible for maintaining the Configuration Management Database (CMDB). It ensures that accurate and reliable information about configuration items (CIs) and their relationships is available when and where needed, supporting all other service management practices.

Answer

Change Enablement

Answer

IT Asset Management

Answer

Deployment Management

Question 11

What is the first step in the ITIL 4 Continual Improvement Model?

Accepted Answer

What is the vision?. The ITIL 4 Continual Improvement Model begins with 'What is the vision?' because every improvement initiative must be anchored to the organization's strategic direction, business goals, and the desired future state before any assessment of the current situation occurs. Only after the vision is articulated can the organization meaningfully ask 'Where are we now?' to establish a baseline. This ordering ensures improvements are purposeful rather than reactive.

Answer

Where are we now?

Answer

How do we get there?

Answer

Take action

Question 12

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

Accepted Answer

Conducting service reviews with customers. Service Level Management (SLM) is the ITIL practice that sets, monitors, and reviews service levels, so option B (conducting service reviews with customers) is correct because SLM regularly reviews achieved performance with customers to confirm services meet their needs and to identify improvement actions. Option C (negotiating and agreeing service level targets) is correct because SLM is responsible for negotiating and agreeing SLAs, SLTs, and OLAs with customers and internal teams, ensuring targets are realistic and aligned to business requirements. Option D (monitoring and reporting service performance against SLAs) is correct because SLM continuously measures and reports service performance against agreed SLAs, producing reports and dashboards that feed into service reviews. Option A (managing supplier contracts) belongs to Supplier Management, which handles supplier relationships, contracts, and performance, not SLM. Option E (resolving incidents at first contact) is an Incident Management activity focused on restoring service quickly, not on setting or reviewing service levels.

Answer

Managing supplier contracts

Answer

Resolving incidents at first contact

Question 13

Which TWO of the following are key components of the ITIL 4 Service Value System (SVS)?

Accepted Answer

Continual improvement. The ITIL 4 Service Value System (SVS) is composed of five core components: guiding principles, governance, the service value chain, practices, and continual improvement. Option A (Continual improvement) is correct because it is one of these five components, representing the recurring organizational activity performed at all levels to ensure performance continually meets stakeholders' expectations. Option B (Guiding principles) is correct because recommendations that can guide an organization in all circumstances are a foundational component of the SVS, supporting decision-making and improvement across the value chain. Option C (ITIL Maturity Model) is incorrect because it is a separate assessment tool used to evaluate an organization's ITIL practices, not a component of the SVS. Option D (Value) is incorrect because value is the perceived benefits, usefulness, and importance of something—the outcome the SVS is designed to co-create—not a structural component of the SVS itself. Option E (The Deming Cycle or Plan-Do-Check-Act) is incorrect because PDCA is a continual improvement model referenced within ITIL 4, not one of the five SVS components.

Answer

ITIL Maturity Model

Answer

Value

Answer

The Deming Cycle (Plan-Do-Check-Act)

Question 14

An e-commerce company defines an SLA that its website will be available 99.9% of the time. Which practice is primarily responsible for negotiating and monitoring this agreement?

Accepted Answer

Service Level Management. Service Level Management (SLM) is the ITIL 4 practice responsible for negotiating, agreeing, and monitoring service level agreements (SLAs) with customers. It ensures that services are delivered according to the agreed targets, such as the 99.9% availability SLA. SLM also manages the ongoing relationship with customers regarding service performance.

Answer

Supplier Management

Answer

Monitoring and Event Management

Answer

Availability Management

Question 15

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. In ITIL 4, Incident Management is the practice responsible for restoring normal service operation as quickly as possible, and applying a documented workaround is a standard incident resolution technique. Problem Management identifies the root cause and documents the known error and workaround, but it is Incident Management that executes the workaround to restore service. Change Enablement and Service Request Management do not own service restoration during an active incident.

Answer

Change Enablement

Answer

Problem Management

Answer

Service Request Management