ITIL General Practice 4 — Questions and Answers
Question 1: An organization's service desk resolves 85% of incidents on first contact. Which metric does this represent?
- First-contact resolution rate (Correct answer)
- Mean time to restore service
- Service availability percentage
- Customer satisfaction index
Correct answer: First-contact resolution rate
First-contact resolution rate measures the percentage of incidents resolved during the initial interaction without escalation.
Question 2: Which ITIL practice is responsible for moving new or changed services into live operation?
- Release management
- Change enablement
- Service configuration management
- Deployment management (Correct answer)
Correct answer: Deployment management
Deployment management is specifically responsible for moving components to live environments, distinct from change enablement which authorizes changes.
Question 3: According to ITIL 4, what does 'warranty' of a service mean?
- Assurance that the service will meet agreed requirements when needed (Correct answer)
- A legal guarantee given to customers by the provider
- The documented features and functions of a service
- A financial penalty clause in a service contract
Correct answer: Assurance that the service will meet agreed requirements when needed
Warranty refers to 'fit for use' — the service performs reliably, is available, secure, and has adequate capacity.
Question 4: Which dimension of service management considers how different parts of the organization work together and with external parties to deliver value?
- Value streams and processes (Correct answer)
- Partners and suppliers
- Organizations and people
- Information and technology
Correct answer: Value streams and processes
Value streams and processes define the activities, workflows, and procedures that create and deliver value across the organization.
Question 5: A service owner notices that an SLA is being met technically, but customers are still unhappy. What concept does this scenario highlight?
- The difference between customer experience and service metrics (Correct answer)
- A breach of operational level agreements
- An underpinning contract violation
- A need for new service level targets
Correct answer: The difference between customer experience and service metrics
Metrics can be met while customer experience suffers, highlighting that measured performance does not always reflect perceived value.
Question 6: Which of the following BEST describes a 'service relationship' in ITIL 4?
- A cooperation between a service provider and a service consumer to co-create value (Correct answer)
- A legal contract specifying uptime and penalties
- A formal document listing all services offered
- An internal IT team's responsibility matrix
Correct answer: A cooperation between a service provider and a service consumer to co-create value
A service relationship encompasses the joint activities and resources shared between a provider and consumer to co-create value.
Question 7: When prioritizing incidents, which TWO factors are most commonly used?
- Impact and urgency (Correct answer)
- Cost and complexity
- User seniority and location
- Age of the ticket and SLA type
Correct answer: Impact and urgency
Impact (breadth of effect) and urgency (speed of required resolution) together determine incident priority.
ITIL General Practice 4
An organization's service desk resolves 85% of incidents on first contact.
Which metric does this represent?