Free ITIL4-PIC sample questions

Correct answer: Identify low-risk, pre-authorized changes and convert them into Standard Changes, delegating authority for other changes to the most appropriate level.

ITIL 4 recommends decentralizing change authority. Standard changes (low risk, well understood, pre-authorized) should not go to a CAB. Furthermore, normal changes should be authorized by a change authority relevant to the context (e.g., a product owner or local manager), rather than a central CAB, unless high risk or high impact is involved.

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

Risk cannot be assessed without knowing how the change will be done (implementation plan) and what will happen if it fails (remediation plan).

Risk is a combination of probability and impact. Understanding the business impact is crucial for assigning the correct risk level.