ITIL4F ITIL Management Practices Practice Test 9 — 15 Questions

Question 1

Which practice is responsible for ensuring that services meet agreed levels of performance and availability?

Accepted Answer

Service Level Management. Service Level Management is the ITIL 4 practice responsible for ensuring that services meet agreed levels of performance and availability. This practice defines, agrees, and monitors service level targets (including performance and availability) through service level agreements (SLAs). When targets are not met, Service Level Management initiates corrective actions and escalations to ensure the service provider delivers on its commitments. While technical practices like Capacity and Performance Management (for performance) and Availability Management (for availability) contribute to achieving these targets, the overall responsibility for ensuring agreed levels rests with Service Level Management.

Answer

Monitoring and Event Management

Answer

Availability Management

Answer

Capacity and Performance Management

Question 2

Which TWO of the following are types of events in ITIL 4?

Accepted Answer

Urgent. ITIL 4 defines three event types: Informational, Warning, and Exception. Therefore, any two of these are correct. Informational events indicate a routine operation, Warning events signify a potential issue, and Exception events represent a deviation from normal operation.

Answer

Critical

Answer

Emergency

Question 3

Which TWO of the following are key activities of Service Level Management?

Accepted Answer

Monitoring and reporting on service levels. Service Level Management (SLM) involves establishing clear, business-based targets for service performance by negotiating and agreeing on Service Level Agreements (SLAs) with customers. Once agreed, SLM is then responsible for continuously monitoring actual service performance against these agreed targets and producing reports to demonstrate compliance, identify gaps, and drive improvements. These activities ensure that service delivery aligns with customer expectations and business needs.

Answer

Identifying root causes of problems

Answer

Restoring service after an incident

Answer

Approving standard changes

Question 4

A user contacts the service desk requesting a new software license for a standard application that is listed in the service catalogue. According to ITIL 4, how should this request be classified?

Accepted Answer

As a service request. This request is classified as a service request because the user is asking for a new software license for a standard application already listed in the service catalogue. According to ITIL 4, a service request is a pre-defined, standardized request from a user for information, advice, access, or a service component (like a license) that does not involve a failure or a change to the live environment. The request follows an established, low-risk procedure and does not require a formal change authorization.

Answer

As a problem, because the user cannot access the software

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As an incident, because it requires action from IT

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As a change request, because a new license changes the environment

Question 5

What is the ITIL 4 term for a measurement used to track the performance of a service desk?

Accepted Answer

Key Performance Indicator (KPI). In ITIL 4, a Key Performance Indicator (KPI) is the correct term for a metric used to measure and track the performance of a service desk, such as average response time or first-call resolution rate. KPIs are quantifiable measurements that directly reflect the effectiveness and efficiency of a service management process or practice, unlike CSFs which are strategic objectives.

Answer

Critical Success Factor (CSF)

Answer

Service Level Agreement (SLA)

Answer

Operational Level Agreement (OLA)

Question 6

A service desk analyst receives a call from an executive who is unable to print from her laptop. The analyst resolves the issue by restarting the print spooler. According to ITIL 4, how should this interaction be recorded?

Accepted Answer

As an incident. This interaction is recorded as an incident because the executive experienced an unplanned interruption to the printing service (failure to print), which directly aligns with the ITIL 4 definition of an incident: any unplanned reduction in service quality. Restarting the print spooler is a restoration action that returns the service to normal operation, not a permanent fix or a request for something new.

Answer

As a problem

Answer

As a service request

Answer

As a change request

Question 7

In the context of Service Level Management, what is the difference between an SLA and an OLA?

Accepted Answer

An SLA is between the service provider and the customer, while an OLA is between the service provider and an internal team. In ITIL 4 Service Level Management, a Service Level Agreement (SLA) is a documented agreement between the service provider and the customer that defines the service targets, responsibilities, and metrics. An Operational Level Agreement (OLA) is an internal agreement between the service provider and another internal team (e.g., the network team or data center team) that supports the delivery of the service. The key distinction is the parties involved: external customer-facing (SLA) versus internal support teams (OLA).

Answer

An SLA covers service availability, while an OLA covers performance

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An SLA is legally binding, while an OLA is voluntary

Answer

An SLA is with an external supplier, while an OLA is with an internal team

Question 8

What is the primary focus of the Continual Improvement practice?

Accepted Answer

To align IT services with the changing needs of the business and improve them over time. The Continual Improvement practice is focused on aligning IT services with evolving business needs and systematically improving them over time. This involves identifying improvement opportunities, prioritizing them, and implementing changes to enhance service value, efficiency, and effectiveness. It is not about reactive fixes or asset lifecycle management, but about proactive, iterative enhancement.

Answer

To manage the lifecycle of IT assets

Answer

To restore normal service operation as quickly as possible

Answer

To monitor and manage events in the IT infrastructure

Question 9

A service desk manager wants to improve first call resolution (FCR) rate. According to ITIL 4, which practice is MOST directly related to this activity?

Accepted Answer

Service Desk. The Service Desk practice is directly responsible for handling incidents and service requests, and first call resolution (FCR) is a key performance indicator for the service desk. Improving FCR means resolving more incidents during the initial contact without escalation, which is a core operational goal of the service desk practice.

Answer

Service Level Management

Answer

Incident Management

Answer

Problem Management

Question 10

Which THREE of the following are ITIL 4 service management practices?

Accepted Answer

Service Desk. According to ITIL 4, Service Desk, Incident Management, and Problem Management are Service Management practices. Project Management and Service Financial Management (often referred to as Financial Management) are General Management practices, not Service Management practices. Therefore, B, C, and E are the correct answers.

Answer

Financial Management

Answer

Project Management

Question 11

What is the PRIMARY purpose of the Incident Management practice?

Accepted Answer

To restore normal service operation as quickly as possible and minimize the adverse impact on business operations. 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 negotiate and agree on service level targets with customers

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To manage the lifecycle of all hardware and software assets

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To identify the root cause of incidents and prevent recurrence

Question 12

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

Accepted Answer

Log an incident record and categorize it. The first action when a user reports an inability to access the CRM system is to log an incident record and categorize it. This aligns with the ITIL 4 incident management practice, which prioritizes restoring normal service operation as quickly as possible. Logging the incident captures essential details like the affected service, user impact, and symptoms, enabling a structured response before any escalation or deeper investigation.

Answer

Escalate the call to the CRM support team immediately

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Create a change request to fix the CRM system

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Start a problem investigation to find the root cause

Question 13

A company has a policy that all requests for new software must be approved by the IT manager. However, a standard request for a commonly used application is often pre-approved. According to ITIL 4, this type of request is best handled as:

Accepted Answer

A service request. A service request is the correct handling because it involves a pre-approved, standardized request for a commonly used application, which fits the ITIL 4 definition of a service request: a formal request from a user for something to be provided (e.g., access to an application). The policy's pre-approval eliminates the need for change management authorization, aligning with the service request model rather than a normal change.

Answer

A problem

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An incident

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A normal change

Question 14

What is the ITIL 4 Continual Improvement Model?

Accepted Answer

A 7-step process for improvement. The ITIL 4 Continual Improvement Model is a structured 7-step process designed to guide organizations in identifying, planning, and implementing improvements to services and practices. It ensures that improvement efforts are aligned with business objectives and are measurable, following steps from 'What is the vision?' to 'Did we get there?'.

Answer

A 3-step process for problem management

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A 5-step process for incident handling

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A 4-step process for change authorization

Question 15

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 is defined in ITIL 4 as the core objective of the practice, focusing on speed of resolution rather than root cause analysis or change authorization. Option C directly aligns with this definition.

Answer

To assess and authorize changes to IT services

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To handle pre-defined, pre-approved service requests

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To identify the root cause of incidents