ITIL4F ITIL Management Practices Practice Test 8 — 15 Questions

Question 1

An IT team has identified that recurring incidents of network outages are caused by a faulty switch. They implement a workaround while a permanent fix is developed. According to ITIL 4, in which phase of Problem Management are they operating?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Error Control. The team has identified a root cause (the faulty switch) and has likely created a known error record. While implementing a workaround is an activity typically performed during Problem Control to reduce incident impact, the primary focus of the Error Control phase of Problem Management is on managing known errors and finding and implementing *permanent solutions*. The development of a permanent fix, as described in the stem, is a core activity of Error Control.

Answer

Incident Management

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Problem Control

Answer

Problem Identification

Question 2

Which of the following is an example of a standard change?

Accepted Answer

Resetting a user's password after they forget it. Standard changes are pre-approved, low-risk, and follow a defined procedure. Password resets are typical standard changes.

Answer

Implementing a new firewall to protect the network

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Patenting a critical server vulnerability during business hours

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Upgrading the entire email system to a new version

Question 3

What is the PRIMARY purpose of the Service Desk practice?

Accepted Answer

To provide a single point of contact for users. The Service Desk provides a single point of contact (SPOC) for users to report incidents and request services.

Answer

To manage the lifecycle of all incidents

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To capture and report on IT service performance

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To perform root cause analysis on problems

Question 4

A financial services company wants to improve its service desk's first-call resolution rate. Which ITIL 4 concept is most directly related to this goal?

Accepted Answer

First-call resolution. First-call resolution (FCR) is the ITIL 4 metric that directly measures the percentage of incidents resolved during the initial contact with the service desk, without escalation or callbacks. Improving FCR reduces operational costs and enhances user satisfaction by eliminating the need for follow-up interactions, which aligns precisely with the company's goal of improving its service desk's first-call resolution rate.

Answer

Mean time to resolve (MTTR)

Answer

Shift-left

Answer

Customer satisfaction score (CSAT)

Question 5

Which THREE of the following are considered events in the Monitoring and Event Management practice?

Accepted Answer

A scheduled backup completing successfully. In the Monitoring and Event Management practice, an event is any change of state that has significance for the management of a service or configuration item, and it can be routine/informational as well as exceptional. Option A is correct because a scheduled backup completing successfully is a state change (job finished) that is detected and logged as an informational event. Option B is correct because a printer low on toner is a threshold/condition change on a configuration item that monitoring tools detect and report as an event. Option C is correct because a server reaching 100% CPU usage is a threshold breach detected by monitoring, which is a classic event that may trigger an alert or incident. Option D does not belong because a user reporting a slow computer is a human-initiated contact/request, not a monitoring-detected state change, so it is handled as an incident or service request. Option E does not belong because a new employee requesting system access is a service request, not an event generated by monitoring or event management tooling.

Answer

A user reporting a slow computer

Answer

A new employee requesting access to a system

Question 6

An IT service desk analyst receives a call that users cannot access the CRM system. According to ITIL 4, what should the analyst do FIRST?

Accepted Answer

Log the incident and attempt to restore service. According to ITIL 4, the first step in incident management is to log the incident and attempt to restore service as quickly as possible, often using known error workarounds or standard procedures. The service desk analyst should prioritize restoring normal service operation, not immediately escalating or initiating problem management.

Answer

Escalate to the service desk manager immediately

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Initiate a problem record to find the root cause

Answer

Submit a change request to fix the system

Question 7

What is the PRIMARY purpose of the Problem Management practice?

Accepted Answer

To eliminate or reduce the impact of incidents by identifying root causes. Problem Management in ITIL 4 focuses on identifying the root cause of incidents and eliminating or reducing their impact and likelihood of recurrence. It works alongside Incident Management but has a longer-term, proactive focus on problem identification, investigation, and resolution. The primary purpose is to reduce the number and impact of incidents by addressing underlying causes rather than just restoring service.

Answer

To restore normal service operation as quickly as possible

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To handle service requests from users efficiently

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To manage the lifecycle of all IT assets

Question 8

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. The Service Desk practice is the primary point of contact for users and is directly responsible for resolving incidents at first contact, thus improving First-Contact Resolution (FCR) rates. Incident Management focuses on restoring service quickly but may involve escalation. Problem Management addresses root causes, and Service Level Management defines targets.

Answer

Problem Management

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Service Level Management

Answer

Incident Management

Question 9

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

Accepted Answer

It is pre-approved and follows a defined procedure. Option A is correct because a service request is a pre-approved, standardized action that follows a defined procedure, such as a request catalog item, so it does not require separate change authorization. Option B is correct because service requests commonly cover requests for information, access, or standard service actions initiated by users. Option E is correct because service requests are typically logged and fulfilled by the service desk, often through first-line resolution or routine fulfillment workflows. Option C is incorrect because an unplanned service disruption is an incident, not a service request. Option D is incorrect because service requests are pre-approved and handled through standard procedures, so they do not require a change request to fulfill.

Answer

It involves an unplanned service disruption

Answer

It requires a change request to fulfill

Question 10

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

Accepted Answer

Guiding principles. 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 B (Guiding principles) is correct because recommendations that guide an organization in all circumstances are one of the five central components of the SVS. Option D (Governance) is correct because the means by which an organization is directed and controlled is another of the five SVS components. Option A (SLAs) is incorrect because service level agreements are documents/tools used within service level management, a practice, not an SVS component. Option C (Outputs) is incorrect because outputs are results of activities within the service value chain, not a top-level SVS component. Option E (Service desk) is incorrect because the service desk is a practice within the SVS, not one of its five components.

Answer

Service level agreements (SLAs)

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Outputs

Answer

Service desk

Question 11

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

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Route the call directly to problem management

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

Question 12

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 the Incident Management practice in ITIL 4 is to restore normal service operation as quickly as possible while minimizing adverse impact on business operations. It focuses on resolving incidents, not on root cause analysis (which is Problem Management) or handling service requests (Service Request Management). This aligns with ITIL's definition of incident management as the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

Answer

To identify the root cause of incidents

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To handle pre-approved service requests

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To monitor and manage events across the infrastructure

Question 13

Which THREE statements correctly describe the difference between Deployment Management and Release Management in ITIL 4?

Accepted Answer

Release Management decides when to deploy a release. Option A is correct because Release Management governs the scheduling and timing of when a release (a set of one or more changes) is made available, so it decides when to deploy. Option C is correct because Release Management can decide to postpone a deployment, for example if business readiness or a change freeze requires delaying the release. Option E is correct because in ITIL 4, Deployment Management is a narrower practice focused on moving components into production, effectively a subset of the broader Release Management practice. Option B is incorrect because physically moving components to production is the role of Deployment Management, not Release Management. Option D is incorrect because actual deployment of components is performed by Deployment Management, not Release Management.

Answer

Release Management involves physically moving components to production

Answer

Release Management is responsible for the actual deployment of components

Question 14

Which THREE are examples of events in Monitoring and Event Management?

Accepted Answer

A warning event that does not disrupt service but requires attention. Option A is correct because a warning event signals a condition that has not yet caused a service outage but needs attention, which is a classic event type in Monitoring and Event Management. Option B is correct because an exception event indicates a service disruption or deviation from normal operation, making it a key event category that triggers incident handling. Option E is correct because an informational event records normal operation or routine status changes, which are still events even though they do not require action. Option C is not correct because a routine event at scheduled intervals describes a normal, expected occurrence rather than a distinct event type in the Monitoring and Event Management practice. Option D is not correct because a critical event requiring immediate escalation is a severity or response classification, not a separate event example in this context.

Answer

A routine event that occurs at scheduled intervals

Answer

A critical event requiring immediate escalation

Question 15

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

Accepted Answer

Log an incident and attempt to restore service as quickly as possible. In ITIL 4, an unplanned interruption or degradation of a service is an incident, and the incident management practice's first priority is to log the incident and restore normal service as quickly as possible, often via a workaround. Root cause analysis and permanent fixes belong to problem management and change enablement, which come later. Notifying the SLM is a communication step, not the first action.

Answer

Notify the service level manager of a potential SLA breach

Answer

Submit a change request to implement a permanent fix

Answer

Initiate a problem record to identify the root cause