ITIL4F ITIL Management Practices Practice Test 27 — 15 Questions

Question 1

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 2

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

Question 3

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). Supplier Management is responsible for supplier contracts, which are typically documented as Underpinning Contracts (UCs). SLAs are agreements between the provider and customer, and OLAs are internal agreements.

Answer

Service Level Target (SLT)

Answer

Operational Level Agreement (OLA)

Answer

Service Level Agreement (SLA)

Question 4

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

Answer

Incident Management

Answer

Service Desk

Question 5

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 ensures that services have the necessary resources to meet agreed performance and demand levels.

Answer

Monitoring and Event Management

Answer

IT Asset Management

Answer

Availability Management

Question 6

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. Standard changes are pre-approved, low-risk, and follow a defined procedure. Normal changes require individual assessment, and emergency changes are for urgent fixes.

Answer

Emergency change

Answer

Normal change

Answer

Service request

Question 7

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

Answer

Restoring normal service as quickly as possible

Answer

Managing service requests from users

Question 8

Which THREE of the following are characteristics of a service request?

Accepted Answer

It is pre-approved and follows a defined procedure. Service requests are predefined, pre-approved, low-risk, and typically involve standard procedures. Incidents are unplanned, and service requests are separate from changes.

Answer

It involves an unplanned service disruption

Answer

It requires a change request to fulfill

Question 9

Which TWO of the following are components of the ITIL 4 Service Value System?

Accepted Answer

Guiding principles. The ITIL 4 SVS includes guiding principles, governance, service value chain, practices, and continual improvement. Outputs and SLAs are not components of the SVS.

Answer

Service level agreements (SLAs)

Answer

Outputs

Answer

Service desk

Question 10

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST?

Accepted Answer

Log the incident and categorize it. According to ITIL 4, the first step in incident management is to log and categorize the incident to ensure it is recorded and prioritized. Option A is correct because immediate documentation enables proper handling. Option B (checking the known error database) is premature because this step is typically done after logging and categorization, not as a first response. Option C (routing to problem management) is incorrect because problem management deals with root cause analysis after incidents are logged. Option D (closing and asking to call back) is unacceptable as service must be restored.

Answer

Check the known error database for a workaround

Answer

Route the call directly to problem management

Answer

Tell the user it is not an incident and ask them to call back

Question 11

What is the PRIMARY purpose of the Incident Management practice?

Accepted Answer

To restore normal service operation as quickly as possible. The primary purpose of incident management is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations. Option D is correct. Option A (identify root cause) is problem management. Option B (handle pre-approved service requests) is service request management. Option C (monitor and manage events) is monitoring and event management.

Answer

To identify the root cause of incidents

Answer

To handle pre-approved service requests

Answer

To monitor and manage events across the infrastructure

Question 12

Which of the following scenarios BEST illustrates the difference between an incident and a service request?

Accepted Answer

A user requests a password reset (service request) and later reports that the email system is down (incident). Ly illustrates the difference: a password reset is a pre-approved, routine service request, while an email system outage is an unplanned incident that disrupts service. Option A incorrectly reverses the categories (system crash is an incident, not a service request; software upgrade is typically a request, not an incident). Option C labels both as the wrong type (new laptop is a service request, printer jam is an incident). Option D classifies both as incidents, but database access is a service request.

Answer

A user reports a system crash (service request) and requests a software upgrade (incident)

Answer

A user requests a new laptop (incident) and reports a printer jam (service request)

Answer

A user requests access to a database (incident) and reports a network outage (incident)

Question 13

Which TWO statements about Problem Management are correct?

Accepted Answer

It includes root cause analysis to identify the underlying cause of incidents. Problem management focuses on identifying root causes of incidents and managing known errors. Option A is correct because root cause analysis is a key activity. Option E is correct because maintaining the known error database is a primary responsibility. Option B is incorrect: problem management is not responsible for implementing permanent fixes; it identifies root causes and proposes permanent solutions, but implementation is handled by other teams through change enablement. Option C is incorrect: recording and tracking individual incidents is the responsibility of incident management. Option D is incorrect: restoring normal service operation is also incident management.

Answer

It is responsible for implementing permanent fixes for recurring incidents

Answer

It focuses on recording and tracking individual incidents

Answer

It is responsible for restoring normal service operation

Question 14

Which THREE are types of changes in Change Enablement?

Accepted Answer

Normal. ITIL 4 defines three change types: Normal (assessed and authorized via change advisory board), Emergency (urgent, expedited), and Standard (pre-approved, low risk). Options A, C, and D are correct. Option B (Urgent) is not an official type; Emergency is. Option E (Minor) is not a separate type.

Answer

Urgent

Answer

Minor

Question 15

Which TWO statements correctly describe the relationship between Service Level Management and other practices?

Accepted Answer

OLAs support the achievement of SLAs. Options D and E are correct. D is correct because Operational Level Agreements (OLAs) are internal agreements between IT teams that support the achievement of Service Level Agreements (SLAs). E is correct because SLAs define the targets that Incident Management must meet, such as response times and resolution times. Option A is incorrect because supplier performance is managed through Underpinning Contracts (UCs) with suppliers, not SLAs. Option B is incorrect because SLAs are agreements between the service provider and the customer, not between internal IT teams. Option C is incorrect because SLAs specify service level targets, not the detailed steps of the incident handling process.

Answer

SLAs are used to manage supplier performance

Answer

SLAs are agreements between internal IT teams

Answer

SLAs define the detailed steps of the incident handling process