ITIL4F ITIL Management Practices Practice Test 8 — 15 Questions

Question 1

An organization identifies that a recurring incident is caused by a faulty network cable. According to ITIL 4, when should this be documented as a known error?

Accepted Answer

After root cause analysis and a workaround is found. In ITIL 4, a known error is documented after root cause analysis has been performed and a workaround has been identified, even if the permanent fix has not yet been implemented. This allows the service desk to quickly resolve future incidents caused by the same underlying problem using the documented workaround. The faulty network cable is a recurring incident, so the problem management process would first diagnose the root cause (the faulty cable) and then create a known error record with the workaround (e.g., replacing the cable or using a spare port).

Answer

When the problem record is closed

Answer

When the incident is first reported

Answer

After the cable is replaced

Question 2

Which TWO of the following are types of changes in ITIL 4 Change Enablement?

Accepted Answer

Normal. In ITIL 4 Change Enablement, there are three primary types of changes: Standard, Normal, and Emergency. The explanation correctly identifies these three types but then incorrectly states that Standard changes are 'often considered a sub-type' to justify selecting only Normal and Emergency. Standard changes are a distinct, primary type of change, not a sub-type. Therefore, options A (Normal), C (Emergency), and D (Standard) are all valid types of changes in ITIL 4.

Answer

Planned

Answer

Routine

Question 3

According to ITIL 4, which practice is responsible for ensuring that services are available as agreed with the customer?

Accepted Answer

Availability Management. Availability Management is the ITIL 4 practice responsible for ensuring that IT services are available at the agreed levels as defined in service level agreements (SLAs). It proactively monitors, measures, and reports on service availability, and coordinates corrective actions when availability targets are at risk or breached.

Answer

Service Level Management

Answer

Capacity and Performance Management

Answer

Incident Management

Question 4

An IT team is reviewing the number of incidents resolved on first contact. Which metric is being measured?

Accepted Answer

First Contact Resolution (FCR). First Contact Resolution (FCR) is the metric that specifically measures the percentage of incidents resolved during the initial interaction with the service desk, without requiring escalation or follow-up. The question directly describes this scenario, making B the correct choice.

Answer

Customer Satisfaction Score (CSAT)

Answer

Service Level Agreement (SLA) compliance

Answer

Mean Time to Resolve (MTTR)

Question 5

In the ITIL 4 Service Value System, which component provides governance and guidance?

Accepted Answer

Governance. In the ITIL 4 Service Value System (SVS), the Governance component is specifically responsible for defining the direction, policies, and control mechanisms that ensure the organization's activities align with its objectives. It provides the overarching framework for decision-making and accountability, guiding how all other SVS components operate. Without governance, the SVS would lack the necessary oversight to ensure value co-creation is achieved in a controlled and compliant manner.

Answer

Guiding Principles

Answer

Continual Improvement

Answer

Service Value Chain

Question 6

A service desk analyst receives a call from a user who cannot access the network drive. The analyst quickly resets the user's permissions and the issue is resolved. Which ITIL 4 practice is being demonstrated?

Accepted Answer

Incident Management. The analyst resolved an unplanned interruption to a service (network drive access) by restoring normal service operation as quickly as possible. This aligns with the Incident Management practice, which focuses on minimizing the negative impact of incidents by returning to normal service operation. The immediate reset of permissions is a standard incident resolution step, not a planned change or a service request.

Answer

Change Enablement

Answer

Service Request Management

Answer

Problem Management

Question 7

Which TWO of the following are outputs of the Service Level Management practice?

Accepted Answer

Service reports. Service Level Management practice produces service level agreements (SLAs) and service reports. SLAs define agreed service levels, and service reports provide insights into service performance against those targets. The other options are outputs of different practices: Service catalogue is output of Service Portfolio Management, Change schedule is output of Change Enablement, and Incident records are output of Incident Management.

Answer

Service catalogue

Answer

Change schedule

Answer

Incident records

Question 8

Which metric is MOST commonly used to measure the efficiency of the Incident Management practice?

Accepted Answer

Mean Time to Resolve (MTTR). Mean Time to Resolve (MTTR) is the primary metric for Incident Management efficiency because it directly measures the average time taken to restore normal service operation after an incident. A lower MTTR indicates faster resolution, which is the core goal of the practice. ITIL 4 identifies MTTR as the key performance indicator for the 'restore service' activity within Incident Management.

Answer

Availability percentage

Answer

First Call Resolution (FCR)

Answer

Customer Satisfaction Score (CSAT)

Question 9

An organization is implementing a new IT service. Which practice is responsible for negotiating and agreeing on service level targets with the customer?

Accepted Answer

Service Level Management. Service Level Management is the ITIL practice responsible for negotiating, agreeing, and documenting service level targets with the customer, ensuring that the service provider delivers measurable performance that meets business needs. This practice defines, monitors, and reports on service level agreements (SLAs), operational level agreements (OLAs), and underpinning contracts, directly linking customer expectations to technical metrics such as availability, response time, and throughput.

Answer

Change Enablement

Answer

Supplier Management

Answer

Service Desk

Question 10

What is the purpose of the Monitoring and Event Management practice?

Accepted Answer

To detect events and classify them to enable appropriate response. The Monitoring and Event Management practice is specifically designed to observe IT services and infrastructure, detect events (e.g., SNMP traps, syslog messages, performance threshold crossings), and classify them (e.g., informational, warning, exception) so that the appropriate response—such as automated remediation, alerting, or incident creation—can be triggered. This aligns with ITIL 4's definition of the practice as ensuring that events are systematically identified and acted upon to maintain service availability and performance.

Answer

To restore service after an incident

Answer

To manage the lifecycle of assets

Answer

To plan and manage capacity

Question 11

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

Accepted Answer

Problem identification. Problem Management focuses on reducing the likelihood and impact of incidents by identifying and resolving the root causes of problems. Key activities include:
*   **Problem identification (B)**: Detecting and logging problems, often through analyzing incident trends, monitoring alerts, or reviewing known error data.
*   **Root cause analysis (E)**: Investigating identified problems to determine their underlying causes, which is a core part of problem control.
*   **Creating known error records (C)**: Documenting problems for which the root cause is known but a permanent solution has not yet been implemented, providing workarounds and aiding in future incident resolution.
Options A (restoring service) is an Incident Management activity, and D (authorizing changes) is a Change Enablement activity.

Answer

Restoring service as quickly as possible

Answer

Authorizing changes

Question 12

What is the PRIMARY purpose of the Incident Management practice?

Accepted Answer

To restore normal service operation as quickly as possible and minimize business impact. 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 is defined in ITIL 4 as the core objective of the practice, focusing on speed of recovery rather than root cause analysis or service level negotiation.

Answer

To identify the root cause of incidents and prevent recurrence

Answer

To negotiate and agree on service level targets with customers

Answer

To manage the lifecycle of all changes to IT services

Question 13

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 and attempt to restore service. According to ITIL 4, when users cannot access a service like a CRM system, the first action is to log an incident record and attempt to restore service as quickly as possible. This aligns with the incident management practice, which prioritizes minimizing downtime over root cause analysis or procedural changes. The analyst must capture details, categorize the incident, and apply a workaround or fix to restore normal service operation.

Answer

Submit a change request to fix the system

Answer

Inform the service level manager to update the SLA

Answer

Raise a problem record to identify the root cause

Question 14

Which metric is most commonly used to measure the effectiveness of the Service Desk?

Accepted Answer

First Contact Resolution (FCR). First Contact Resolution (FCR) is the most common metric for measuring Service Desk effectiveness because it directly reflects the ability to resolve user issues during the initial interaction without escalation or follow-up. A high FCR rate indicates efficient knowledge management, skilled analysts, and reduced user downtime, which are core objectives of the Service Desk practice as defined in ITIL 4.

Answer

SLA compliance

Answer

Mean Time to Repair (MTTR)

Answer

Number of changes

Question 15

A known error has been documented and a workaround exists. According to ITIL 4, which practice is responsible for managing the known error?

Accepted Answer

Problem Management. According to ITIL 4, the Problem Management practice is responsible for managing known errors throughout their lifecycle, including documenting the known error record and ensuring a workaround is available. This practice focuses on identifying the root cause of incidents and preventing recurrence, with the known error being a formal record that may include a documented workaround to reduce incident impact.

Answer

Change Enablement

Answer

Service Desk

Answer

Incident Management