ITIL4-CAI Sample Questions & Answers
Centers on five equally weighted practices: information security management, continual improvement, service level agreements, and supplier and customer relationships, tied together through cross-practice collaboration that helps teams assure and improve service.
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- Question 1Beginner
Continual Improvement · Key Concepts of Continual Improvement
During the 'Where are we now?' step of the Continual Improvement model, a team is performing a SWOT analysis. They identify that a competitor has released a new feature that makes the organization's current service obsolete. In which quadrant of the SWOT analysis should this be recorded?
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Correct answer: D
Threats are external factors that could cause trouble for the business. A competitor's action that endangers the organization's market position is a classic external threat.
- Question 2Beginner
Information Security Management · Key Concepts of Information Security Management
True or False: In the context of Information Security Management, the principle of 'Non-repudiation' ensures that an entity cannot deny having performed a specific action, such as sending a message.
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Correct answer: A
Non-repudiation provides proof of the origin of data and the integrity of the data. It ensures that the sender cannot deny sending the message and the recipient cannot deny receiving it, which is critical for legal and transactional security.
- Question 3Intermediate
Relationship Management · Key Concepts of Relationship Management
A Relationship Manager is mapping stakeholders for a new internal service. They need to identify a group that has high power/influence but low interest in the specific service. According to standard stakeholder mapping grids, how should this group be managed?
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Correct answer: A
Stakeholders with High Power but Low Interest should be 'Kept Satisfied'. They don't need detailed regular updates (which would bore them), but they must be kept happy to prevent them from using their power negatively against the project.
- Question 4Advanced
Supplier Management · Value Streams and Processes
When integrating Supplier Management into the Service Value Chain, which value chain activity is PRIMARILY supported by the negotiation of contracts and agreements?
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Correct answer: D
The 'Engage' activity involves interactions with external stakeholders, including suppliers. Negotiating contracts is a key engagement activity to ensure good relationships and clear expectations.
- Question 5Intermediate
Continual Improvement · Key Concepts of Continual Improvement
An organization uses a 'Continual Improvement Register' (CIR). Which of the following items should NOT be included in a CIR?
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Correct answer: D
The CIR is for improvement ideas and initiatives, not for operational incident logging. Active outages belong in the Incident Management system. Once an outage is resolved, an improvement idea (e.g., 'upgrade server memory to prevent recurrence') might be added to the CIR.
- Question 6Advanced
Service Level Management · Key Concepts of Service Level Management
Case Study:
TechGlobal is a financial services provider migrating to the cloud. They have engaged a cloud provider, 'CloudX', to host their core banking application.
Situation:
TechGlobal's security team requires that all data at rest be encrypted. CloudX offers encryption, but the keys are managed by CloudX by default. TechGlobal's compliance policy requires that they manage their own keys (Bring Your Own Key - BYOK).Conflict:
CloudX's standard SLA does not cover availability issues arising from customer-managed key failures. The business demands 99.99% availability regardless of the key management method.Which practice is MOST critical to resolve the discrepancy between the compliance requirement and the availability guarantee?
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Correct answer: D
Service Level Management is responsible for negotiating and agreeing on service targets that reflect business needs and technical realities. In this case, SLM must facilitate a negotiation between the business (availability demand) and the provider (liability exclusion) to agree on a realistic SLA that accounts for the risk of customer-managed keys.
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