ITIL4-MSF sample questions

Question 1

During a review of the Incident Management practice, an organization notes that while Mean Time to Restore Service (MTRS) is low, user satisfaction scores are declining. Users complain that they are not kept informed during outages. Which process activity within Incident Management is likely being neglected?

Accepted Answer

Incident handling and resolution (Communication)

Answer

Problem identification

Answer

Service Request fulfillment

Answer

Investigation and diagnosis

Question 2

A Service Request Management practice lead is defining a new request model for 'New Employee Onboarding'. To ensure the highest level of efficiency and user experience, which approach aligns best with ITIL 4 recommendations?

Accepted Answer

Create a pre-authorized, automated workflow where specific roles trigger automatic provisioning of accounts and hardware without manual intervention

Answer

Treat every onboarding request as a unique project managed by the Project Management Office

Answer

Design a complex manual workflow that requires approval from the CIO for every new hire to ensure security compliance

Answer

Establish a standard change procedure that bypasses the service desk and goes directly to system administrators

Question 3

In the context of Monitoring and Event Management, which sequence correctly describes the flow of event filtering and correlation?

Accepted Answer

Event Occurs -> Logged -> Filtered -> Correlated -> Response Action

Answer

Event Occurs -> Response Action -> Filtered -> Correlated -> Logged

Answer

Event Occurs -> Correlated -> Filtered -> Logged -> Response Action

Answer

Response Action -> Event Occurs -> Logged -> Filtered -> Correlated

Question 4

A Problem Manager is conducting a review using the '5 Whys' technique. Which phase of the Problem Management practice are they most likely executing?

Accepted Answer

Problem Control

Answer

Problem Identification

Answer

Error Control

Answer

Incident Resolution

Question 5

Select TWO primary purposes of the 'Incident Management' practice.

Accepted Answer

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Accepted Answer

To ensure that agreed levels of service quality are maintained

Answer

To support the agreed quality of a service by handling all pre-defined, user-initiated service requests

Answer

To identify the root cause of recurring incidents to prevent future occurrences

Question 6

True or False: A 'Major Incident' procedure typically requires a temporary team to be formed to coordinate resolution, often referred to as 'swarming', which may bypass standard hierarchical escalation paths.

Accepted Answer

True

Answer

False

Free ITIL4-MSF sample questions

A Service Request Management practice lead is defining a new request model for 'New Employee Onboarding'. To ensure the highest level of efficiency and user experience, which approach aligns best with ITIL 4 recommendations?

In the context of Monitoring and Event Management, which sequence correctly describes the flow of event filtering and correlation?

A Problem Manager is conducting a review using the '5 Whys' technique. Which phase of the Problem Management practice are they most likely executing?

Select TWO primary purposes of the 'Incident Management' practice.

True or False: A 'Major Incident' procedure typically requires a temporary team to be formed to coordinate resolution, often referred to as 'swarming', which may bypass standard hierarchical escalation paths.

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