Seven ITIL practices in detail — page 2
Objective 7 of ITIL 4 Foundation, worth 47.5% of the exam. This is page 2 of 3 of its question list; page one carries the full objective summary.
- Share of the exam
- 47.5%
- Questions in a real sitting
- roughly 19 of 40
- Questions in this bank
- 57
- Signed for by a person
- 0
- Machine-checked only
- 57
Partly checked. None of the 57 questions here has been read against the cited source by a person. 57 questions have been checked against their cited clause by an automated pass — which is not the same thing, and is not a signature.
Only questions a person has signed for are used in mock exams here. That is the whole difference between the two kinds of checking above.
How these questions are written — where each question comes from, what the verification ledger records, and what happens when one is found wrong.
What this objective covers
The 57 questions written for this objective cite 1 ITIL 4 syllabus clause (7).
They break down as 57 single-answer questions.
Drill this objective
The trainer can run a short practice set drawn from this objective alone, which is what the weight column above is for: revise the heavy objectives first.
Practise Seven ITIL practices in detail
Questions on this objective (page 2 of 3)
- Which set correctly names the three types of change recognised by change enablement? machine-checked
- A team repeatedly provisions a new laptop for a joiner using a fully documented, well-rehearsed procedure whose risk was assessed once when the procedure was written. How should each individual provisioning be handled? machine-checked
- Which statement about the authorisation of a standard change is correct? machine-checked
- What best describes a normal change? machine-checked
- A critical service has failed and a fix must be applied as soon as possible. Which statement correctly describes how change enablement treats this emergency change? machine-checked
- Within change enablement, what is a change authority? machine-checked
- What is the main value of maintaining a change schedule? machine-checked
- Which change type is normally absent from the change schedule when it is first raised? machine-checked
- In ITIL, what is a change? machine-checked
- An organisation is deciding which authorisation route a proposed change should take. What primarily determines that routing? machine-checked
- An organisation closes its single co-located help desk and instead staffs the function from three countries, with every contact arriving through one shared tool alongside a chatbot. A manager claims the organisation therefore no longer has a service desk. Is that right? machine-checked
- A manager argues that since the service desk logs and resolves incidents, the organisation does not need a separate incident management practice. Why is this reasoning wrong? machine-checked
- When recruiting service desk staff, which capability set should be prioritised? machine-checked
- An organisation adds a self-service portal and a chatbot alongside its existing telephone service desk. What is the correct way to describe this? machine-checked
- Why is the service desk described as having a major influence on user experience and on how the service provider is perceived? machine-checked
- After introducing a self-service portal and a chatbot, an organisation finds that far fewer contacts now reach a human service desk agent. The finance director proposes replacing the experienced agents with junior staff. What is the strongest ITIL-based objection? machine-checked
- Which statement best describes how the service desk relates to other practices? machine-checked
- A service desk logs a user's report, then leaves it untouched for three days without acknowledgement or update. Which aspect of the practice has been neglected? machine-checked
- A service provider wants targets for its services that are expressed in business terms, so that delivery can be assessed, monitored and managed against something the customer recognises. Which practice exists to do this? machine-checked
- Which statement best describes a service level agreement? machine-checked
Practise Seven ITIL practices in detail
The other objectives in ITIL 4 Foundation
- 1. Key concepts of service management — 12.5% of the exam
- 2. The ITIL guiding principles — 15% of the exam
- 3. The four dimensions of service management — 5% of the exam
- 4. The ITIL service value system — 2.5% of the exam
- 5. The service value chain — 5% of the exam
- 6. Purpose and key terms of 15 ITIL practices — 12.5% of the exam