ITIL4F ITIL Management Practices Practice Test 9 — 15 Questions

Question 1

Which TWO of the following are characteristics of a Standard Change?

Accepted Answer

Low risk and well-understood. Option B is correct because a Standard Change is by definition a low-risk, well-understood, routine change that follows a documented, repeatable procedure, such as resetting a password or adding a user to a pre-approved group. Option E is correct because Standard Changes are pre-authorized by the change authority, so they do not need individual approval or CAB review each time they occur. Option A is incorrect because urgent implementation is characteristic of an Emergency Change, which follows an expedited approval path. Option C is incorrect because requiring individual approval each time describes a Normal Change, not a pre-approved Standard Change. Option D is incorrect because CAB review is required for Normal Changes (especially significant ones), whereas Standard Changes bypass the CAB by virtue of their pre-authorization.

Answer

Requires urgent implementation

Answer

Requires individual approval each time

Answer

Requires a change advisory board (CAB) meeting

Question 2

Which TWO of the following are key metrics used to measure the performance of the Service Desk?

Accepted Answer

First Contact Resolution (FCR). First Contact Resolution (FCR) (option A) is a core Service Desk performance metric because it measures the percentage of incidents or requests resolved during the initial contact without escalation or callback, directly reflecting the desk's efficiency and effectiveness. Customer Satisfaction Score (CSAT) (option E) is also a key Service Desk metric, as it captures the user's perception of the support experience, typically via post-interaction surveys, and is a primary indicator of service quality. These two metrics focus specifically on the Service Desk's operational and experiential performance. In contrast, Mean Time to Resolve (MTTR) (option B) is more commonly an incident management or resolution-process metric rather than a Service Desk-specific key metric, Availability percentage (option C) measures service uptime and is an IT service continuity metric, and Capacity utilization (option D) relates to resource and infrastructure management, not Service Desk performance.

Answer

Mean Time to Resolve (MTTR)

Answer

Availability percentage

Answer

Capacity utilization

Question 3

A service desk team is overwhelmed by repeated incidents caused by a known software bug that the vendor has not yet patched. The IT manager wants to reduce the number of incidents without waiting for the vendor. Which ITIL practice would directly help in reducing the impact of this known issue?

Accepted Answer

Create a known error record in Problem Management and provide a workaround. Problem Management creates known error records when a root cause is identified but not yet permanently resolved. The known error record documents the bug and, critically, includes a documented workaround that the service desk can apply to restore service quickly, reducing incident impact and volume. This directly addresses the situation without waiting for the vendor patch.

Answer

Renegotiate service level targets with the customer in Service Level Management

Answer

Implement a faster incident resolution process in Incident Management

Answer

Submit a change request to Change Enablement to replace the software

Question 4

A company is designing a new service and wants to ensure that all IT services are described in a consistent manner. Which practice provides the framework for documenting service descriptions, including their functional and operational characteristics?

Accepted Answer

Service Catalog Management. Service Catalog Management is the correct practice because it provides the single source of consistent information on all agreed services, ensuring that every service is described with its functional and operational characteristics in a standardized format. This practice defines the service catalog structure, which includes service descriptions, service level agreements, and operational details, enabling consistent documentation across the IT organization.

Answer

Service Configuration Management

Answer

Service Level Management

Answer

IT Asset Management

Question 5

An organization wants to improve its ability to detect and respond to security incidents. Which practice should be enhanced to achieve this objective?

Accepted Answer

Information Security Management. Enhancing Information Security Management (ISM) directly improves an organization's ability to detect and respond to security incidents because ISM defines the policies, controls, and monitoring mechanisms (e.g., SIEM rules, intrusion detection signatures, and incident response playbooks) that enable proactive threat detection and structured response. While Incident Management handles the lifecycle of an incident once detected, ISM is the practice that establishes the security posture and detection capabilities in the first place.

Answer

Problem Management

Answer

Availability Management

Answer

Incident Management

Question 6

A company is undergoing a major organizational change that will affect several IT services. The change manager wants to ensure that all changes are assessed for risk and that the change schedule is maintained. Which practice provides the formal process for managing changes in a controlled manner?

Accepted Answer

Change Enablement. Change Enablement is the ITIL 4 practice that provides the formal, controlled process for assessing, approving, and scheduling changes to IT services. It ensures that all changes are evaluated for risk, and that the change schedule is maintained, which directly addresses the change manager's requirements.

Answer

Deployment Management

Answer

Release Management

Answer

Transition Planning and Support

Question 7

Which THREE of the following are key activities of Service Configuration Management?

Accepted Answer

Identifying and documenting configuration items (CIs). Identifying and documenting configuration items (CIs) is a foundational activity of Service Configuration Management. It ensures that all components of the IT infrastructure, including hardware, software, and documentation, are uniquely identified and recorded in the configuration management database (CMDB) to support control and traceability.

Answer

Authorizing and scheduling changes to CIs

Answer

Defining service level targets with customers

Question 8

Refer to the exhibit. The monthly report shows that the availability target was met but the response time target was not. What should the service provider do to improve response time?

Accepted Answer

Analyze the incident from March 15 to identify the root cause of slow transactions. The incident from March 15 is the only event where response time degraded (slow transactions), and analyzing its root cause is the proper ITIL problem management practice. Simply closing the incident (A) ignores the underlying issue, while adjusting targets (B, C) does not fix the actual performance problem. Root cause analysis (D) enables the service provider to identify and resolve the specific technical bottleneck, such as database contention or network latency, that caused the slow response.

Answer

Close the incident as it is resolved and focus on other issues

Answer

Increase the response time target to 99%

Answer

Adjust the availability target to 99.95%

Question 9

An organization is designing a new service. The service owner wants to ensure that the service can be operated within agreed service levels. Which ITIL management practice should be applied to define the acceptable performance levels?

Accepted Answer

Service Level Management. Service Level Management (SLM) is the ITIL practice responsible for negotiating, agreeing, and documenting measurable service level targets (SLTs) with customers, and then monitoring and reporting on achievement against those targets. In this scenario, defining 'acceptable performance levels' directly corresponds to establishing SLTs within a Service Level Agreement (SLA), which is the core function of SLM.

Answer

Service Continuity Management

Answer

Capacity and Performance Management

Answer

Service Catalog Management

Question 10

A software company is experiencing frequent production outages due to unauthorized changes. Which practice should be implemented to improve control over changes?

Accepted Answer

Change Enablement. Change Enablement (option C) is the correct practice because it specifically governs the lifecycle of changes, including authorization, review, and control of changes to prevent unauthorized modifications. In a software company experiencing production outages due to unauthorized changes, implementing Change Enablement ensures that every change is assessed, approved, and logged before deployment, directly addressing the root cause of the outages.

Answer

Deployment Management

Answer

Release Management

Answer

Service Validation and Testing

Question 11

An IT team wants to prioritize incidents based on business impact and urgency. Which ITIL practice provides the framework for classifying and handling incidents?

Accepted Answer

Incident Management. Incident Management (D) is the correct ITIL practice because it provides the specific framework for classifying, prioritizing, and handling incidents based on business impact and urgency. This practice defines the lifecycle from detection through resolution, including categorization and prioritization matrices that directly address the scenario's requirement.

Answer

Problem Management

Answer

Service Desk

Answer

Event Management

Question 12

You are the IT service manager for a mid-sized e-commerce company. The company has been experiencing intermittent service outages affecting the checkout process during peak hours. The monitoring system shows that the application server's CPU utilization spikes to 95% during these periods. The database server appears healthy. The incident management team has been creating multiple incidents for each outage, but no permanent fix has been implemented. The problem management team has identified that the application server's auto-scaling configuration is not triggering correctly due to a misconfigured threshold. However, changing the threshold requires a change request that must be approved by the Change Advisory Board (CAB), which meets only once a week. The business is losing revenue with each outage. What should you do first to minimize the impact of the issue while a permanent solution is being developed?

Accepted Answer

Implement a workaround by manually scaling the application server during peak hours to handle the load. Manually scaling the application server during peak hours provides an immediate workaround to handle the load, directly reducing the impact of the misconfigured auto-scaling threshold. This aligns with ITIL's guidance on using workarounds to restore service while a permanent fix is developed. The business is losing revenue with each outage, so the priority is to stabilize the service first, not to wait for a CAB meeting or to analyze the root cause.

Answer

Expedite the change request by requesting an emergency change approval from the CAB chair

Answer

Conduct a root cause analysis and document the problem in the known error database

Answer

Increase the priority of all related incidents to ensure faster response from the service desk

Question 13

A retail company is experiencing frequent service outages during peak hours due to insufficient capacity. The IT team wants to implement a practice that ensures the service provider has the capacity to meet agreed service level targets cost-effectively and in a timely manner. Which ITIL management practice should they use?

Accepted Answer

Capacity and performance management. In ITIL 4, the practice that ensures the service provider has sufficient capacity to meet agreed service level targets cost-effectively and in a timely manner is Capacity and performance management. Option B represents this practice. Option A (Monitoring and event management) focuses on detecting events, not capacity planning. Option C (Availability management) focuses on availability, not capacity. Option D (Service level management and availability management) covers service levels and availability but not capacity. Therefore, B is correct.

Answer

Monitoring and event management

Answer

Availability management

Answer

Service level management and availability management

Question 14

Refer to the exhibit. A change order to patch a security vulnerability on WebServer01 has been approved. The IT manager is the change authority. During implementation, it is discovered that the patch requires a reboot, which will cause an outage for the OrderApp application. What is the MOST appropriate action?

Accepted Answer

Inform the IT manager and ask for a decision on whether to proceed.. The change order was approved based on the original scope, which did not include a reboot. The discovery that a reboot is required introduces a new risk (application outage) that was not assessed during the initial approval. The IT manager, as the change authority, must be informed and make a decision on whether to proceed with the change under the new circumstances, in line with the ITIL 4 'change enablement' practice of managing risk and ensuring authorized decisions.

Answer

Escalate to the change advisory board (CAB) for a new approval.

Answer

Proceed with the change as planned, since the change is already approved.

Answer

Cancel the change and request a new one with updated information.

Question 15

Drag and drop the steps of the availability management process into the correct order.

Accepted Answer

Step 1: Define availability requirements, Step 2: Design for availability, Step 3: Monitor availability, Step 4: Analyze availability, Step 5: Improve availability. Availability management begins with defining requirements, then designing, monitoring, analyzing, and improving.

Answer

Step 1: Design for availability, Step 2: Define availability requirements, Step 3: Monitor availability, Step 4: Analyze availability, Step 5: Improve availability

Answer

Step 1: Define availability requirements, Step 2: Monitor availability, Step 3: Design for availability, Step 4: Analyze availability, Step 5: Improve availability

Answer

Step 1: Define availability requirements, Step 2: Design for availability, Step 3: Analyze availability, Step 4: Monitor availability, Step 5: Improve availability