ITIL4F ITIL Management Practices Practice Test 3 — 15 Questions

Question 1

Which type of change is typically pre-approved and follows a predefined procedure?

Accepted Answer

Standard change. Standard changes are pre-approved and follow a predefined procedure because they are low-risk, routine, and well-understood. ITIL 4 defines a standard change as one that is implemented through a documented, repeatable process, such as applying a security patch or provisioning a new user account, without requiring additional authorization each time.

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Normal change

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Emergency change

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Service request

Question 2

An IT manager wants to ensure that a service meets its agreed availability targets. Which practice should they use?

Accepted Answer

Availability Management. Availability Management is the ITIL practice responsible for ensuring that IT services meet their defined availability targets. This practice involves monitoring, measuring, and reporting on service uptime, as well as planning and implementing improvements to prevent outages. The IT manager should use Availability Management to directly track and manage agreed availability levels, such as 99.9% uptime, and to coordinate with other practices to address failures.

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Capacity and Performance Management

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IT Asset Management

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Service Level Management

Question 3

What is the purpose of the Continual Improvement practice?

Accepted Answer

To align IT services with business needs through ongoing improvements. The Continual Improvement practice ensures that IT services and processes remain aligned with evolving business needs by identifying and implementing ongoing improvements. It is a core ITIL 4 practice that drives value through iterative enhancements, not a one-time fix. This practice integrates with all other practices to close the loop on service performance and business alignment.

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To manage the lifecycle of all IT assets

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To ensure services are available as agreed

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To manage the resolution of incidents

Question 4

A configuration baseline is used primarily in which practice?

Accepted Answer

Service Configuration Management. A configuration baseline is primarily used in Service Configuration Management because it defines a known, approved state of one or more configuration items (CIs) against which changes and deviations are measured. This practice ensures that the configuration data is accurate and that baselines are recorded in the Configuration Management Database (CMDB) to support release, change, and incident management processes.

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IT Asset Management

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Deployment Management

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Change Enablement

Question 5

An organization identifies that a recurring incident is due to a known error in a software component. According to ITIL 4, which practice is responsible for managing the known error?

Accepted Answer

Problem Management. Problem Management because ITIL 4 assigns the responsibility for managing known errors to the Problem Management practice. A known error is a problem that has been analyzed and has a documented root cause and a potential workaround, and Problem Management is the practice that owns the known error database (KEDB) and coordinates the lifecycle of known errors until a permanent fix is implemented via Change Enablement.

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Service Level Management

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Incident Management

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Change Enablement

Question 6

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

Accepted Answer

Informational. In ITIL 4, Monitoring and Event Management defines three types of events: Informational, Warning, and Exception. Option D (Informational) is correct because informational events indicate normal, expected operations (e.g., a scheduled backup completed successfully) and do not require any action beyond logging.

Answer

Incident

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Problem

Answer

Service request

Question 7

Which THREE of the following are key activities in the ITIL 4 Continual Improvement model?

Accepted Answer

Evaluate the results. 'Define the vision' (What is the vision?), 'Take action' (How do we get there? / Take action), and 'Evaluate the results' (Did we get there?) are three of the seven key activities in the ITIL 4 Continual Improvement Model. The model guides organizations through a structured approach to improvement, starting with understanding the vision, implementing changes, and then assessing their effectiveness. 'Conduct a risk assessment' and 'Create a problem record' are important ITIL activities but are not specific steps within the Continual Improvement Model itself.

Answer

Conduct a risk assessment

Answer

Create a problem record

Question 8

Which TWO of the following are true about a service request?

Accepted Answer

It is predefined and pre-approved. A service request is defined as a standardized, pre-defined request from a user for something that is already approved as part of normal service delivery. ITIL 4 states that service requests are typically low-risk, frequently recurring, and do not require additional authorization because they are pre-approved by the service provider. This allows for efficient fulfillment without the need for a formal change approval process. Service requests are commonly initiated and fulfilled through a service catalogue or self-service portal.

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It is an unplanned interruption to a service

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It is always caused by a known error

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It requires a change authority approval

Question 9

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. This ensures that service availability and quality are maintained, aligning with the ITIL 4 guiding principle of 'Focus on Value' by prioritizing rapid recovery over root cause analysis.

Answer

To find the root cause of incidents

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To monitor and manage events throughout their lifecycle

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To manage the lifecycle of all changes

Question 10

An IT service desk analyst receives a call that users cannot access the CRM system. What should they do FIRST according to ITIL 4?

Accepted Answer

Log an incident record. According to ITIL 4, the first action when a user reports an inability to access a service (like the CRM system) is to log an incident record. An incident is defined as an unplanned interruption or reduction in quality of an IT service, and the immediate priority is to restore normal service operation as quickly as possible. Logging the incident captures essential details (e.g., user identity, time, symptoms) and initiates the incident management process, which may include categorization, prioritization, and initial diagnosis.

Answer

Inform the customer that it is a known error

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Submit a change request

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Escalate to Problem Management

Question 11

Which of the following is a key difference between Incident Management and Problem Management?

Accepted Answer

Incident Management deals with unplanned interruptions; Problem Management deals with root causes. Incident Management focuses on restoring normal service operation as quickly as possible after an unplanned interruption or service degradation, minimizing business impact. Problem Management, in contrast, seeks to identify and eliminate the root cause of incidents to prevent recurrence. This fundamental distinction in purpose—restoration versus root cause analysis—is the key difference tested in the ITIL 4 Foundation exam.

Answer

Incident Management requires a change request; Problem Management does not

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Incident Management is proactive; Problem Management is reactive

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Incident Management is only for major incidents

Question 12

A user requests new software to be installed on their company laptop. The installation is pre-approved and follows a standard procedure. According to ITIL 4, this request should be categorized as:

Accepted Answer

A service request. D is correct because a service request in ITIL 4 is defined as a formal request from a user for something to be provided – for example, information, advice, access to a service, or a pre-approved standard change. Since the software installation is pre-approved and follows a standard procedure, it fits the definition of a service request, not an incident or problem.

Answer

A problem

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An incident

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An emergency change

Question 13

In ITIL 4, which practice is primarily responsible for managing the lifecycle of all IT assets?

Accepted Answer

IT Asset Management. IT Asset Management (ITAM) is the correct practice because it is specifically responsible for managing the lifecycle of all IT assets, including hardware, software, and licenses, from acquisition to disposal. This practice ensures financial and contractual accountability, tracking asset value, location, and status throughout their lifecycle. In contrast, Service Configuration Management focuses on configuration items (CIs) and their relationships, not the financial or lifecycle management of assets.

Answer

Capacity Management

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Service Configuration Management

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Supplier Management

Question 14

A Configuration Management Database (CMDB) is maintained by which practice?

Accepted Answer

Service Configuration Management. The Configuration Management Database (CMDB) is the central repository for storing and managing configuration records (CIs) and their relationships. This is the core responsibility of the Service Configuration Management practice, which ensures that accurate and reliable information about CIs is available to support other service management processes.

Answer

Monitoring and Event Management

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Service Desk

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IT Asset Management

Question 15

In ITIL 4, what is the difference between Deployment Management and Release Management?

Accepted Answer

Release Management handles the build and testing; Deployment Management moves to production. Release Management handles the overall planning, building, testing, and scheduling of a release, while Deployment Management focuses specifically on the technical deployment of the release components into the production environment. In ITIL 4, Deployment Management is a separate practice that ensures the actual movement of software, hardware, or other assets to the live environment occurs reliably and with minimal disruption, whereas Release Management governs the end-to-end lifecycle of a release, including authorization and go/no-go decisions.

Answer

Deployment Management is part of Release Management

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There is no difference

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Deployment Management is only for hardware