A major change to a customer-facing application is scheduled for the weekend. During the change assessment, the change manager identifies a high risk of service disruption. The business wants the change to proceed because it delivers a critical new feature. What should the change manager do?

Reject the change outright because of the risk.

Defer the change indefinitely until the risk is eliminated.

Approve the change because the business wants it.

Approve the change with a detailed remediation plan and a decision point for go/no-go.

A company has noticed that the number of incidents related to password resets has increased by 20% over the last quarter. The service desk manager wants to address this trend. What should the manager do first?

Change the service level targets to make the increase acceptable.

Analyze the incident data to identify the root cause of the increase.

Implement a new password reset tool immediately to reduce the workload.

Increase the service desk staff to handle the additional incidents.

Which activity is a key activity of the service desk practice?

Defining service level targets.

Registering and managing user queries and requests.

A problem manager has identified the root cause of a recurring incident and has proposed a permanent fix. The fix requires a significant change to a critical system. The change manager is concerned about the risk of the change. What should the problem manager do?

Work with the change manager to assess the risks and develop a mitigation plan.

Insist that the change be implemented immediately to resolve the problem.

Implement the fix without going through change management.

Close the problem record and continue using the workaround.

An employee requests access to a new software application that is not yet deployed in the organization. The request is not a standard offering. What should the service desk do?

Fulfill the request by installing the software immediately.

Treat it as an incident because the user cannot access the software.

Log the request and route it to the appropriate team for evaluation.

Reject the request because it is not in the service catalog.

ITIL 4 Foundation

Domain 7Objective 1

7.1 Explain the Following ITIL Practices in Detail, Excluding How They Fit Within the Service Value Chain ITIL-4-FOUNDATION Practice Questions (Page 3)

Part of the Understand 7 ITIL practices domain, which accounts for 42.5% of the ITIL-4-FOUNDATION exam. PeopleCert does not publish an official question count, but from its 60-minute exam (~25–40 total, ~11–11 in this domain), expect 11–11 from this objective — we provide 35 practice questions to prepare you well beyond it. (estimate)

35questions here

7free pages

8concepts

42.5%of the exam

8 Concepts in This Objective

ITIL 4 practices overview
Continual improvement practice
Change enablement practice
Incident management practice
Problem management practice
Service request management practice
Service desk practice
Service level management practice

Questions 11–15

11expert · hard
A major change to a customer-facing application is scheduled for the weekend. During the change assessment, the change manager identifies a high risk of service disruption. The business wants the change to proceed because it delivers a critical new feature. What should the change manager do?
Select an answer first
12application · medium
A company has noticed that the number of incidents related to password resets has increased by 20% over the last quarter. The service desk manager wants to address this trend. What should the manager do first?
Select an answer first
13foundation · easy
Which activity is a key activity of the service desk practice?
Select an answer first
14expert · hard
A problem manager has identified the root cause of a recurring incident and has proposed a permanent fix. The fix requires a significant change to a critical system. The change manager is concerned about the risk of the change. What should the problem manager do?
Select an answer first
15application · medium
An employee requests access to a new software application that is not yet deployed in the organization. The request is not a standard offering. What should the service desk do?
Select an answer first

Finished these 5 questions?

Review the revealed explanations, or continue through the curriculum.

Next 5 questions →Back to ITIL-4-FOUNDATION

Free Basic Practice is a study aid with revealable answers — not a scored exam. Examers.io is independent and not affiliated with or endorsed by PeopleCert. “ITIL-4-FOUNDATION” is a trademark of its owner, used for identification only.