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IT Service Practice Test

Prepared by Simplilearn, this IT Service Practice Test contains questions that are a great means to test your ITIL skills before appearing for the ITIL 4 certification exam. We highly recommend you to take this test.

  1. 10 questions in all, you need to score at least 70% to pass.
  2. You can retake the test at anytime. We recommend you share it with friends.
Improve Your IT and Computing Skills

#1. What is the purpose of problem management?

The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.

#2. What is the definition of utility?

Utility determines whether a service or product is fit for use or not. It is the functionality offered by service or product.

#3. Which activity captures the demand for incident resolution and service requests?

The purpose of the service desk practice is to capture the demand for incident resolution and service requests.

#4. Which value chain activity ensures the availability of service components?

The obtain/build activity ensures that the service components are available when and where they are needed and meet agreed specifications.

#5. Which of the following is an example of incident?

Options a and b are examples of service request, while option c is a routine activity with no interruption in service. Option d is an incident as an incident is an unplanned interruption to a service or reduction in the quality of a service.

#6. New or changed components are deployed to all targets at the same time. Which type of deployment approach does this statement represent?"

The statement New or changed components are deployed to all targets at the same time” corresponds to big bang deployment apporach.”

#7. What is an event?

An event is defined as any change of state that has significance for the management of a service or other configuration item (CI).

#8. Which of the following is a standard change?

Standard changes are low risk and low cost and also occur frequently. Option B is thus a standard change.

#9. Which two needs should change control balance?

Change control must balance the need to make beneficial changes that will deliver additional value with the need to protect customers and users from the adverse effect of changes.

#10. What are the types of asset management?

The two types of asset management are IT asset management (ITAM) and software asset management (SAM).

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