ITIL4F ITIL Management Practices Practice Test 27 — 15 Questions

Question 1

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 is the ITIL 4 practice whose explicit purpose is to plan and manage the full lifecycle of IT assets — from acquisition through disposal — ensuring they are tracked, accounted for, and their value realized. It maintains the asset inventory and financial/contractual records that underpin decisions about hardware, software, and related components. Service Configuration Management, by contrast, focuses on the relationships and configuration of CIs that deliver services, not on lifecycle tracking of the assets themselves.

Answer

Supplier Management

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Service Configuration Management

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Service Desk

Question 2

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.

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Service Request Management → Incident Management → Change Enablement

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Problem Management → Incident Management → Change Enablement

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Change Enablement → Incident Management → Problem Management

Question 3

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 Operational Level Agreement (OLA) is an internal agreement between teams within the same organization that supports the delivery of services to meet an SLA. In this case, the OLA with the network team (2-hour resolution) supports the SLA commitment (4-hour response for priority 2 incidents) by ensuring internal dependencies are met. The OLA is a building block that enables the SLA to be achieved.

Answer

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

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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 4

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 5

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

Accepted Answer

They are typically low-risk. Option C is correct because service requests are routine, low-risk interactions such as password resets or software installations, unlike incidents which may involve significant risk and disruption. Option D is correct because service requests follow pre-approved, standardized processes (often defined in a service catalog) with established workflows and approvals, whereas incidents require diagnosis and may need change management. Options A, B, and E are incorrect: root cause analysis is characteristic of problem management (not service requests), unplanned service interruption defines an incident, and urgency is not an inherent trait of service requests—they are handled by priority/SLA, not by being always urgent.

Answer

They require root cause analysis

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They cause unplanned service interruption

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They are always urgent

Question 6

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

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Problem identification

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Problem control

Question 7

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. According to ITIL 4, a service request is a request from a user that is a normal part of service delivery and is not an incident or a change. Since the software installation is already approved and listed in the service catalogue, it is a pre-approved, standard request that can be fulfilled through the service request management practice. Therefore, it should be classified as a service request.

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As an incident

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As a normal change

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As an emergency change

Question 8

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.

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Normal change

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Standard change

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Service request

Question 9

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 practice is explicitly defined in ITIL 4 as the single point of contact (SPOC) between the service provider and users. It handles all user communications, including incidents, service requests, and feedback, ensuring users have one consistent entry point. This role is distinct from Incident Management, which is a broader practice that may involve multiple teams.

Answer

Incident Management

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Change Enablement

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Service Level Management

Question 10

A company has an agreement with a supplier to provide 99.9% availability for a cloud service. This agreement is documented in a contract that is reviewed annually. According to ITIL 4, which type of agreement is this?

Accepted Answer

Underpinning Contract (UC). An Underpinning Contract (UC) is a legally binding agreement between a service provider and an external supplier that supports the delivery of services to the customer. Since the agreement is with a supplier for a cloud service and is documented in a contract reviewed annually, it fits the ITIL 4 definition of a UC. UCs underpin SLAs by ensuring external dependencies meet required service levels.

Answer

Service Level Target (SLT)

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Operational Level Agreement (OLA)

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Service Level Agreement (SLA)

Question 11

Which practice involves the negotiation, agreement, and monitoring of service level targets?

Accepted Answer

Service Level Management. Service Level Management is responsible for defining, negotiating, and monitoring SLAs to ensure service quality meets agreed levels.

Answer

Supplier Management

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Incident Management

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Service Desk

Question 12

An IT team monitors server CPU usage and receives an alert that usage has exceeded 90%. According to ITIL 4, what type of event is this?

Accepted Answer

Warning event. In ITIL 4, a warning event occurs when a threshold is reached that indicates a potential future issue, such as server CPU usage exceeding 90%. This alert signals that the service is still operational but may degrade if the trend continues, prompting proactive monitoring or escalation.

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Incident

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Informational event

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Exception event

Question 13

Which practice is responsible for ensuring that a service can meet current and future capacity demands?

Accepted Answer

Capacity and Performance Management. Capacity and Performance Management is the ITIL 4 practice whose purpose is to ensure that services achieve the agreed and expected performance, and that they satisfy current and future demand in a cost-effective way. It covers both the sizing of resources (capacity) and the responsiveness of services (performance), including forecasting future demand. The other practices address monitoring, asset tracking, or availability, not capacity forecasting.

Answer

Monitoring and Event Management

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IT Asset Management

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Availability Management

Question 14

A change is being implemented to replace a server. The change is low risk and follows a pre-approved procedure. According to ITIL 4, what type of change is this?

Accepted Answer

Standard change. A standard change is a low-risk, pre-approved change that follows a documented procedure, often pre-authorized. Replacing a server with a pre-approved procedure fits this definition. Thus, it is a standard change.

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Emergency change

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Normal change

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Service request

Question 15

Which TWO of the following are key activities of Problem Management?

Accepted Answer

Conducting root cause analysis. Problem management includes problem identification and root cause analysis (problem control). Restoring service is incident management, and managing changes is change enablement.

Answer

Authorizing changes to resolve incidents

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Restoring normal service as quickly as possible

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Managing service requests from users