Free ITIL4-PIC sample questions

Correct answer: A repeatable approach for managing a specific type of change, defining pre-defined steps, timescales, and thresholds for escalation.

A change model is a repeatable way of dealing with a particular category of change. It defines specific agreed-upon steps, roles, responsibilities, and timescales to handle that type of change efficiently.

Correct answer: Ensure the Service Configuration Management practice updates the Service Map and CI relationships to reflect the dependency.

The root cause was missing dependency information. The corrective action must address the data gap. Updating the Service Configuration Management system (CMDB/CMS) ensures that future impact assessments have accurate visibility into dependencies.

Correct answer: Change Authority should be decentralized; each team leader or peer-review group authorizes their specific low/medium risk changes, while high-risk integration points are reviewed by a higher-level authority.

ITIL 4 emphasizes assigning the Change Authority to the person or group who has the best information and is best placed to make the decision. Decentralization prevents bottlenecks. High-risk changes affecting the overall system might go to a higher authority, but team-specific tasks should be authorized locally.

Correct answer: Planned maintenance windows, blackout periods, and conflicting change activities.

The Change Schedule's primary purpose is to plan changes, assist in communication, avoid conflicts, and assign resources. Knowing maintenance windows (when changes are allowed) and blackout periods (when changes are forbidden) is essential for risk management.

Correct answers: The impact on business services and customers if the change fails.; The implementation plan and remediation (back-out) plan.

Risk combines how likely a change is to fail and how much harm a failure causes. The impact on business services and customers measures that harm. It is needed to assign the correct risk level.

The implementation plan shows how the change will be done, so the assessor can judge how likely it is to fail. The remediation, or back-out, plan shows how the service will be recovered if the change fails.

Correct answer: By automating change records and approval via the CI/CD pipeline, treating passing automated tests as the authorization.

In high-velocity environments, Change Enablement is automated. The 'Change Authority' becomes the automated testing suite. If code passes all tests (unit, integration, security), the change is automatically authorized and recorded, ensuring speed without losing control or visibility.