ITIL 4 Practices

Key ITIL Practices
Fill in the blanks:
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors. Every service has errors, flaws or vulnerabilities that may cause incidents.
The purpose of the change enablement practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing a change schedule.
The purpose of the service level management practice is to set clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored and managed against these targets. This provides the end-to-end visibility of the organization’s services and requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers
The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. This can have an enormous impact on customer and user satisfaction, and on how they perceive the service provider.
The purpose of the continual improvement practice is to align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices or any element involved in the efficient and effective management of products and services.
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
The purpose of the service desk practice is to capture demand for incident resolution and service requests. This provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned. 

Definitions of ITIL terms
Match the following ITIL Terms with the appropriate definition below:
Event
Any change of state that has significance for the management of a configuration item (CI) or IT service.
Incident
An unplanned interruption to a service, or reduction in the quality of a service.
Configuration item
Any component that needs to be managed in order to deliver an IT service.
IT asset
Any valuable component that can contribute to the delivery of an IT product or service.
Known error
A problem that has been analyzed and has not been resolved.
Change
The addition, modification, or removal of anything that could have a direct or indirect effect on the delivery of a service.
Problem
A cause, or potential cause, of one or more incidents.

Match the following Terms with the appropriate definition below:
Service offering
A description of one or more services, designed to address the needs of a target consumer group. This may include goods, access to resources, and service actions.
Service relationship
A co-operation between a service provider and service consumer. Service relationships include service provision, service consumption, and service relationship management.
Service provision
Activities performed by an organization to provide services and can also include the supplying of goods.
Service consumption
Activities performed by an organization to consume services (includes management of the consumer’s resources needed to use the service and service actions performed by users).
Service relationship management
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings. 

Service Relationships
Fill in the blanks (answers can be used more than once):
Service offering - A description of one or more services, designed to address the needs of a target consumer group. A Service offering may include goods, access to resources, and service actions.
Service relationship - A co-operation between a service provider and a service consumer. Service relationships include service provision, service consumption, and service relationship management.
Service relationship management - Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
Service Provision - Activities performed by an organization to provide services
Service consumption - Activities performed by an organization to consume services
 
Value Chain Activities
Fill in the blanks:
The purpose of the plan value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization.
The purpose of the improve value chain activity is to ensure continual improvement of products, services and practices across all value chain activities and the four dimensions of service management.
The purpose of the engage value chain activity is to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.
The purpose of the design and transition value chain activity is to ensure that products and services continually meet stakeholder expectations for quality, costs and time-to-market.
The purpose of the obtain and build value chain activity is to ensure that service components are available when and where they are needed and meet agreed specifications.
The purpose of the deliver and support value chain activity is to ensure that services are delivered and supported according to agreed specifications and stakeholders’ expectations.

Four Dimensions of Service Management
Match each of the following statements to the one of the Four Dimensions of Service Management
Information and technology
Artificial intelligence, mobile platforms, cloud solutions, remote collaboration tools, automated testing and deployment tools, machine learning and other cognitive computing solutions, are used at all levels.
Value streams and processes
Focuses on what activities the organization undertakes and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively.
Partners and suppliers
Every organization and every service depend, to some extent, on services provided by other organizations.
Organizations and people
It is important to ensure that the structure and management, as well as roles, responsibilities and systems of authority and communication are well-defined and support the overall strategy and operating model.
Information and technology
Incorporates the relationships between different components of the Service Value System, such as the inputs and outputs of activities and practices.
Value streams and processes
Identifying and understanding the series of steps and organization uses to create and deliver products and services to a service consumer is critical to improving overall performance.
Organizations and people
Attention should be paid not only to the skills and competencies of teams or individual members, but also to management and leadership styles, and to communication and collaboration skills.
Partners and suppliers
Incorporates contracts and other agreements.
Information and technology
Includes the information and knowledge necessary for service management.
Value streams and processes
It defines the activities, workflows, controls and procedures needed to achieve agreed objectives.
Organizations and people
Customers, employees of suppliers, employees of the service provider, or any other stakeholder in the service relationship are a key element.
Partners and suppliers
Encompasses an organization’s relationship with other organizations that are involved in the design development deployment delivery support, and or continual improvement of services.
Value streams and processes
Concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services.

ITIL Guiding Principles
Fill in the blanks:
Focus on value - Everything that the organization does needs to map, directly or indirectly, to value for the stakeholders. The focus on value principle encompasses many perspectives, including the experience of customers and users.
Start where you are - Do not start from scratch and build something new without considering what is already available to be leveraged. There is likely to be a great deal in the current services, processes, programs, projects, and people that can be used to create the desired outcome. The current state should be investigated and observed directly to make sure it is fully understood.
Progress iteratively with feedback - Do not attempt to do everything at once. Even huge initiatives must be accomplished iteratively. By organizing work into smaller, manageable sections that can be executed and completed in a timely manner, it is easier to maintain a sharper focus on each effort. Using feedback before, throughout, and after each iteration will ensure that actions are focused and appropriate, even if circumstances change.
Collaborate and promote visibility - Working together across boundaries produces results that have greater buy-in, more relevance to objectives, and increased likelihood of long-term success. Achieving objectives requires information, understanding, and trust. Work and consequences should be made visible, hidden agendas avoided, and information shared to the greatest degree possible.
Think and work holistically - No service, or element used to provide a service, stands alone. The outcomes achieved by the service provider and service consumer will suffer unless the organization works on the service as a whole, not just on its parts. Results are delivered to internal and external customers through the effective and efficient management and dynamic integration of information, technology, organization, people, practices, partners, and agreements, which should all be coordinated to provide a defined value.
Keep it simple and practical - If a process, service, action or metric fails to provide value or produce a useful outcome, eliminate it. In a process or procedure, use the minimum number of steps necessary to accomplish the objective(s). Always use outcome-based thinking to produce practical solutions that deliver results.
Optimize and automate - Resources of all types, particularly HR, should be used to their best effect. Eliminate anything that is truly wasteful and use technology to achieve whatever it is capable of. Human intervention should only happen where it really contributes value.

Purpose of ITIL practices
Match the following ITIL Practice with the appropriate definition below and identify the seven key practices:
Release management
Makes new and changed services and features available for use.
Incident management
Minimizes the negative impact of incidents by restoring normal service operation as quickly as possible.
Service request management
Supports the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
Information security management
Protects the information needed by the organization to conduct its business.
Problem management
Reduces the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.
Monitoring and event management
Systematically observes services and service components, and records and reports selected changes of state identified as events.
Continual improvement
Aligns the organization’s practices and services with changing business needs through the on-going identification and improvement of services, service components, practices or any element involved in the efficient and effective management of products and services.
Supplier management
Ensures that the organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services.
Service desk
Captures demand for incident resolution and service requests.
Deployment management
Moves new or changed hardware, software, documentation, processes, or any other component to live environments.
Service level management
Sets clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored and managed against these targets.
Relationship management
Establishes and nurtures the links between the organization and its stakeholders at strategic and tactical levels.
Service configuration management
Ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed.
Change enablement
Maximizes the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing a change schedule.
IT asset management
Plans and manages the full lifecycle of all IT assets. 

Key ITIL Practices: 

Fill in the blanks: 

1.The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.

Every service has errors, flaws, or vulnerabilities that may cause incidents.

2.The purpose of the change enablement practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing a change schedule.

3.The purpose of the service level management practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

This provides the end-to-end visibility of the organization's services and requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers: 

4.The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.

This can have an enormous impact on customer and user satisfaction, and on how they perceive the service provider.

5.The purpose of the continual improvement practice is to align the organization's practices and services with changing business needs through the on-going identification and improvement of services, service components, practices or any element involved in the efficient and effective management of products and services.

6.The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

7.The purpose of the service desk practice is to capture demand for incident resolution and service requests.

This provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.

Value Chain Activities: 

1.The purpose of the plan value chain activity is to ensure a shared understanding of the vision, current status and improvement direction for all four dimensions and all products and services across the organization.

2. The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.

3. The purpose of the engage value chain activity is to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.

4. The purpose of the design and transition value chain activity is to ensure that products and services continually meet stakeholder expectations for quality, costs, and time-to-market.

5.The purpose of the obtain and build value chain activity is to ensure that service components are available when and where they are needed and meet agreed specifications.

6.The purpose of the deliver and support value chain activity is to ensure that services are delivered and supported according to agreed specifications and stakeholders' expectations.

Definitions of ITIL terms: 

1.Match the following ITIL Terms with the appropriate definition below: 

Answer: 

Description

B. Event: 

1.Any change of state that has significance for the management of a configuration item (CI) or IT service.

E. Incident: 

2. An unplanned interruption to a service, or reduction in the quality of a service.

C. Configuration item: 

3.Any component that needs to be managed in order to deliver an IT service.

A. IT asset: 

4.Any valuable component that can contribute to delivery of an IT product or service.

G. Known error: 

5.A problem that has been analyzed and has not been resolved.

D. Change: 

6.The addition, modification, or removal of anything that could have a direct or indirect effect on the delivery of a service.

F. Problem: 

7.A cause, or potential cause, of one or more incidents.

2. Match the following Terms with the appropriate definition below: 

B. Service offering: 

1.A description of one or more services, designed to address the needs of a target consumer group.

This may include goods, access to resources, and service actions.

D. Service relationship: 

2. A co-operation between a service provider and service consumer.

Service relationships include service provision, service consumption and service relationship management.

C. Service provision: 

3. Activities performed by an organization to provide services and can also include the supplying of goods.

A. Service consumption: 

4. Activities performed by an organization to consume services (includes management of the consumer's resources needed to use the service and service actions performed by users).

E. Service relationship management: 

5.Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

Four Dimensions of Service Management: 

1.Match each of the following statements to the one of the Four Dimensions of Service Management: 

Answer: 

Statement

B. Information and technology: 

1.Artificial intelligence, mobile platforms, cloud solutions, remote collaboration tools, automated testing, and deployment tools, machine learning and other cognitive computing solutions, are used at all levels.

D. Value streams and processes: 

2. Focuses on what activities the organization undertakes and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively.

C. Partners and suppliers: 

3. Every organization and every service depend, to some extent, on services provided by other organizations.

A. Organizations and people: 

4. It is important to ensure that the structure and management, as well as roles, responsibilities, and systems of authority and communication are well-defined and support the overall strategy and operating model.

B. Information and technology: 

5.Incorporates the relationships between different components of the Service Value System, such as the inputs and outputs of activities and practices.

D. Value streams and processes: 

6.Identifying and understanding the series of steps and organization uses to create and deliver products and services to a service consumer is critical to improving overall performance.

A. Organizations and people: 

7.Attention should be paid not only to the skills and competencies of teams or individual members, but also to management and leadership styles, and to communication and collaboration skills.

C. Partners and suppliers: 

8.Incorporates contracts and other agreements.

B. Information and technology: 

9.Includes the information and knowledge necessary for service management.

D. Value streams and processes: 

10.It defines the activities, workflows, controls and procedures needed to achieve agreed objectives.

A. Organizations and people: 

11.Customers, employees of suppliers, employees of the service provider, or any other stakeholder in the service relationship are a key element.

C. Partners and suppliers: 

12. Encompasses an organization's relationship with other organizations that are involved in the design development deployment delivery support, and or continual improvement of services.

D. Value streams and processes: 

13. Concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services.

Purpose of ITIL practices: 

Match the following ITIL Practice with the appropriate definition below and identify the seven key practices: 

F. Release management: 

1.Makes new and changed services and features available for use.

K.Incident management: 

2. Minimizes the negative impact of incidents by restoring normal service operation as quickly as possible.

M. Service request management: 

3. Supports the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

A.Information security management: 

4. Protects the information needed by the organization to conduct its business.

L. Problem management: 

5.Reduces the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.

E. Monitoring and event management: 

6.Systematically observes services and service components, and records and reports selected changes of state identified as events.

I. Continual improvement: 

7.Aligns the organization's practices and services with changing business needs through the on-going identification and improvement of services, service components, practices or any element involved in the efficient and effective management of products and services.

C. Supplier management: 

8.Ensures that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services.

N. Service desk: 

9.Captures demand for incident resolution and service requests.

H. Deployment management: 

10.Moves new or changed hardware, software, documentation, processes, or any other component to live environments.

O. Service level management: 

11.Sets clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored and managed against these targets.

B. Relationship management: 

12. Establishes and nurtures the links between the organization and its stakeholders at strategic and tactical levels.

G. Service configuration management: 

13. Ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed.

J. Change enablement: 

14. Maximizes the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing a change schedule.

D. IT asset management: 

15.Plans and manages the full lifecycle of all IT assets.

ITIL Guiding Principles: 

1.Focus on value: 

Everything that the organization does needs to map, directly or indirectly, to value for the stakeholders.

The focus on value principle encompasses many perspectives, including the experience of customers and users.

2. Start where you are: 

Do not start from scratch and build something new without considering what is already available to be leveraged.

There is likely to be a great deal in the current services, processes, programs, projects, and people that can be used to create the desired outcome.

The current state should be investigated and observed directly to make sure it is fully understood.

3. Progress iteratively with feedback: 

Do not attempt to do everything at once.

Even huge initiatives must be accomplished iteratively.

By organizing work into smaller, manageable sections that can be executed and completed in a timely manner, it is easier to maintain a sharper focus on each effort.

Using feedback before, throughout, and after each iteration will ensure that actions are focused and appropriate, even if circumstances change.

4. Collaborate and promote visibility: 

Working together across boundaries produces results that have greater buy-in, more relevance to objectives, and increased likelihood of long-term success.

Achieving objectives requires information, understanding, and trust.

Work and consequences should be made visible, hidden agendas avoided, and information shared to the greatest degree possible.

5.Think and work holistically: 

No service, or element used to provide a service, stands alone.

The outcomes achieved by the service provider and service consumer will suffer unless the organization works on the service as a whole, not just on its parts.

Results are delivered to internal and external customers through the effective and efficient management and dynamic integration of information, technology, organization, people, practices, partners, and agreements, which should all be coordinated to provide a defined value.

6.Keep it simple and practical: 

If a process, service, action, or metric fails to provide value or produce a useful outcome, eliminate it.

In a process or procedure, use the minimum number of steps necessary to accomplish the objective(s).

Always use outcome-based thinking to produce practical solutions that deliver results.

7.Optimize and automate: 

Resources of all types, particularly HR, should be used to their best effect.

Eliminate anything that is truly wasteful and use technology to achieve whatever it is capable of.

Human intervention should only happen where it really contributes value.

Service Relationships: 

Fill in the blanks (answers can be used more than once): 

1.Service offering: 

A description of one or more services, designed to address the needs of a target consumer group.

A Service offering may include goods, access to resources, and service actions.

2. Service relationship: 

A co-operation between a service provider and service consumer.

Service relationships include service provision, service consumption and service relationship management.

3. Service relationship management: 

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

4. Service Provision: 

Activities performed by an organization to provide services 5.Service consumption: 

Activities performed by an organization to consume services

Key ITIL Practices: 

Fill in the blanks: 

The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.

Every service has errors, flaws, or vulnerabilities that may cause incidents.

The purpose of the change enablement practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing a changing schedule.

The purpose of the service level management practice is to set clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

This provides the end-to-end visibility of the organization's services and requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers: 

The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operations as quickly as possible.

This can have an enormous impact on customer and user satisfaction, and on how they perceive the service provider.

The purpose of the continual improvement practice is to align the organization's practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services.

The purpose of the service request management practice is to support the agreed quality of service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

The purpose of the service desk practice is to capture demand for incident resolution and service requests.

This provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.

Definitions of ITIL terms:

Match the following ITIL Terms with the appropriate definition below: 

Event: 

Any change of state that has significance for the management of a configuration item (CI) or IT service.

Incident: 

An unplanned interruption to a service, or reduction in the quality of a service.

Configuration item: 

Any component that needs to be managed in order to deliver an IT service.

IT asset: 

Any valuable component that can contribute to the delivery of an IT product or service.

Known error: 

A problem that has been analyzed and has not been resolved.

Change: 

The addition, modification, or removal of anything that could have a direct or indirect effect on the delivery of a service.

Problem: 

A cause, or potential cause, of one or more incidents.

Match the following Terms with the appropriate definition below: 

Service offering: 

A description of one or more services, designed to address the needs of a target consumer group.

This may include goods, access to resources, and service actions.

Service relationship: 

A co-operation between a service provider and service consumer.

Service relationships include service provision, service consumption, and service relationship management.

Service provision: 

Activities performed by an organization to provide services and can also include the supplying of goods.

Service consumption: 

Activities performed by an organization to consume services (includes management of the consumer's resources needed to use the service and service actions performed by users).

Service relationship management: 

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

Service Relationships: 

Fill in the blanks (answers can be used more than once.

Service offering : 

A description of one or more services, designed to address the needs of a target consumer group.

A Service offering may include goods, access to resources, and service actions.

Service relationship: 

A co-operation between a service provider and service consumer.

Service relationships include service provision, service consumption and service relationship management.

Service relationship management: 

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

Service Provision: 

Activities performed by an organization to provide services

Service consumption : 

Activities performed by an organization to consume services

Value Chain Activities: 

Fill in the blanks: 

The purpose of the plan value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization.

The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.

The purpose of the engage value chain activity is to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.

The purpose of the design and transition value chain activity is to ensure that products and services continually meet stakeholder expectations for quality, costs, and time-to-market.

The purpose of the obtain and build value chain activity is to ensure that service components are available when and where they are needed and meet agreed specifications.

The purpose of the deliver and support value chain activity is to ensure that services are delivered and supported according to agreed specifications and stakeholders' expectations.

Four Dimensions of Service Management: 

Match each of the following statements to the one of the Four Dimensions of Service Management Information and technology: 

Artificial intelligence, mobile platforms, cloud solutions, remote collaboration tools, automated testing and deployment tools, machine learning, and other cognitive computing solutions, are used at all levels.

Value streams and processes: 

Focuses on what activities the organization undertakes and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively.

Partners and suppliers: 

Every organization and every service depend, to some extent, on services provided by other organizations.

Organizations and people: 

It is important to ensure that the structure and management, as well as roles, responsibilities, and systems of authority and communication, are well-defined and support the overall strategy and operating model.

Information and technology: 

Incorporate the relationships between different components of the Service Value System, such as the inputs and outputs of activities and practices.

Value streams and processes: 

Identifying and understanding the series of steps and organization use to create and deliver products and services to a service consumer is critical to improving overall performance.

Organizations and people: 

Attention should be paid not only to the skills and competencies of teams or individual members, but also to management and leadership styles, and to communication and collaboration skills.

Partners and suppliers: 

Incorporate contracts and other agreements.

Information and technology: 

Include the information and knowledge necessary for service management.

Value streams and processes: 

It defines the activities, workflows, controls and procedures needed to achieve agreed objectives.

Organizations and people: 

Customers, employees of suppliers, employees of the service provider, or any other stakeholder in the service relationship are a key element.

Partners and suppliers: 

Encompass an organization's relationship with other organizations that are involved in the design development deployment delivery support, and or continual improvement of services.

Value streams and processes: 

Concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services.

ITIL Guiding Principles: 

Fill in the blanks: 

Focus on value - Everything that the organization does needs to map, directly or indirectly, to value for the stakeholders.

The focus on value principle encompasses many perspectives, including the experience of customers and users.

Start where you are -: 

Do not start from scratch and build something new without considering what is already available to be leveraged.

There is likely to be a great deal in the current services, processes, programs, projects, and people that can be used to create the desired outcome.

The current state should be investigated and observed directly to make sure it is fully understood.

Progress iteratively with feedback -: 

Do not attempt to do everything at once.

Even huge initiatives must be accomplished iteratively.

By organizing work into smaller, manageable sections that can be executed and completed in a timely manner, it is easier to maintain a sharper focus on each effort.

Using feedback before, throughout, and after each iteration will ensure that actions are focused and appropriate, even if circumstances change.

Collaborate and promote visibility -: 

Working together across boundaries produces results that have greater buy-in, more relevance to objectives, and increased likelihood of long-term success.

Achieving objectives requires information, understanding, and trust.

Work and consequences should be made visible, hidden agendas avoided, and information shared to the greatest degree possible.

Think and work holistically -: 

No service, or element used to provide a service, stands alone.

The outcomes achieved by the service provider and service consumer will suffer unless the organization works on the service as a whole, not just on its parts.

Results are delivered to internal and external customers through the effective and efficient management and dynamic integration of information, technology, organization, people, practices, partners, and agreements, which should all be coordinated to provide a defined value.

Keep it simple and practical - If a process, service, action or metric fails to provide value or produce a useful outcome, eliminate it.

In a process or procedure, use the minimum number of steps necessary to accomplish the objective(s).

Always use outcome-based thinking to produce practical solutions that deliver results.

Optimize and automate - Resources of all types, particularly HR, should be used to their best effect.

Eliminate anything that is truly wasteful and use technology to achieve whatever it is capable of.

Human intervention should only happen where it really contributes value.

Purpose of ITIL practices: 

Match the following ITIL Practice with the appropriate definition below and identify the seven key practices: 

Release management: 

Makes new and changed services and features available for use.

Incident management: 

Minimizes the negative impact of incidents by restoring normal service operation as quickly as possible.

Service request management: 

Supports the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

Information security management: 

Protects the information needed by the organization to conduct its business.

Problem management: 

Reduces the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.

Monitoring and event management: 

Systematically observes services and service components, and records and reports selected changes of state identified as events.

Continual improvement: 

Aligns the organization's practices and services with changing business needs through the on-going identification and improvement of services, service components, practices or any element involved in the efficient and effective management of products and services.

Supplier management: 

Ensures that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services.

Service desk: 

Captures demand for incident resolution and service requests.

Deployment management: 

Moves new or changed hardware, software, documentation, processes, or any other component to live environments.

Service level management: 

Sets clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored and managed against these targets.

Relationship management: 

Establishes and nurtures the links between the organization and its stakeholders at strategic and tactical levels.

Service configuration management: 

Ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed.

Change enablement: 

Maximizes the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing a change schedule.

IT asset management: 

Plans and manages the full lifecycle of all IT assets.

Question #1. How are target resolution times used in the 'incident management' practice?
A. They are agreed, documented, and communicated to help set user expectations.
B. They are established, reviewed, and reported to ensure that customers are happy with the service.
C. They are initiated, approved, and managed to ensure that predictable responses are achieved.

D. They are scheduled, assessed and authorized to reduce the risk of service failures. Correct Answer: A.
Question #2. Why should some service requests be fulfilled with no additional approvals?
A. To ensure that spending is properly accounted for.
B. To ensure that information security requirements are met.
C. To streamline the fulfilment workflow.

D. To set user expectations for fulfilment times. Correct Answer: C Community vote distribution C (100%).
Question #3.
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
A. Service offering.
B. Service provision.
C. Service management.
D. Service consumption. Correct Answer: C Community vote distribution C (100%).
Question #4.
Which gives a user access to a system?
A. Service requirement.
B. Service agreement.
C. Service consumption.
D. ervice provision. Correct Answer: D Community vote distribution D (100%).
Question #5.
Which statement about managing incidents is CORRECT?
A. Low impact incidents should be resolved efficiently, making logging unnecessary.
B. The 'incident management' practice should use a single process regardless of the impact of the incident.
C. Low impact incidents should be resolved efficiently so the resource required is reduced
D. Incidents with the lowest impact should be resolved first. Correct Answer:
C.
Question #6.
Which statement about the service value chain is CORRECT?
A. The service value chain converts value into demand.
B. Each value chain activity uses different combinations of practices to convert inputs into outputs.
C. Each value chain activity identifies a requirement for resources from an external supplier
D. The service value chain uses value streams to describe a combination of consumers and providers. Correct Answer: B.

Question # 7.
What describes how components and activities work together to facilitate value creation?
A. The ITIL service value system.
B. The ITIL guiding principles.
C. The four dimensions of service management.

D. A service relationship. Correct Answer: A.

Question # 8.
Which practice involves the management of vulnerabilities that were not identified before the service went live?
A. Service request management.
B. Problem management.
C. Change control.
D. ervice level management. Correct Answer: B.

Question #9.
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
A. It should always be used to support direct observation.
B. It should always be used instead of direct observation.
C. Measured data is always more accurate than direct observation
D. The act of measuring always positively impacts results. Correct Answer: A Community vote distribution A (100%).

Question#10.
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
A. Service desk.
B. Service request management.
C. Service level management.
D. ervice configuration management. Correct Answer: C Community vote distribution C (100%).
Question #11.
What should be considered as part of the 'partners and suppliers' dimension?
A. The level of integration and formality involved in the relationships between organizations {Most Voted}
B. The activities, workflows, controls and procedures needed to achieve the agreed objectives.
C. The information created, managed and used in the course of service provision and consumption
D. The required skills and competencies of teams and individual members of the organization. Correct Answer: A Community vote distribution A (82%)C (18%).
Question #12.
Which practice makes new services available for use?
A. Change enablement.
B. Release management {Most Voted}
C. Deployment management
D. IT asset management. Correct Answer: B Community vote distribution B (100%).
Question #13.
Which activity contributes to the 'where are we now?
' step of the 'continual improvement' model?
A. Executing improvement actions.
B. Performing baseline assessments.
C. Defining the improvement plan
D. Understanding the business mission. Correct Answer:
B.
Question #14.
Which guiding principle considers the importance of customer loyalty?
A. Progress iteratively with feedback.
B. Focus on value {Most Voted}
C. Optimize and automate.
D. tart where you are. Correct Answer: B Community vote distribution B (83%)A (17%).

Question #15.
Which is a recommendation of the guiding principle 'think and work holistically'?
A. Conduct a review of existing service management practices and decide What to keep and What to discard.
B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner.
C. Review service management practices and remove any unnecessary complexity.
D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative. Correct Answer: D Community vote distribution D (100%).
Question #16.
Which statement about 'continual improvement' is CORRECT?
A. All improvement ideas should be logged in a single 'continual improvement register'
B. A single team should carry out 'continual improvement' across the organization.
C. 'Continual improvement' should have minimal interaction with other practices
D. Everyone in the organization is responsible for some aspects of 'continual improvement' Correct Answer: D Community vote distribution D (100%).

Question #17.
What impact does automation have on a service desk?
A. Less low level work and a greater ability to focus on user experience.
B. Increased phone contact and a reduced ability to focus on user experience.
C. Ability to work from multiple locations, geographically dispersed
D. Ability to work from a single centralized location. Correct Answer: A Community vote distribution A (100%).

Question #18. Identify the missing word(s) in the following sentence: The service desk should be the entry point and single point of contact for the [?] with all of its users. A. Service consumer.
B. Service provider.
C. Customer.
D. upplier. Correct Answer: B Community vote distribution B (100%).
Question #19.
What aspect of 'service level management' asks service consumers
What their work involves and how technology helps them?
A. Customer engagement.
B. Operational metrics.
C. Business metrics
D. Customer feedback. Correct Answer: A.
Question #20.
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
A. The ability to discover and respond to failure earlier.
B. Standardization of practices and services.
C. Understanding the customer's perception of value
D. Understanding the current state and identifying
What can be reused. Correct Answer: A Community vote distribution A (67%)C (33%).
Question #21.
What can be used to determine if a service is 'fit for purpose'?
A. Availability.
B. Warranty.
C. Outcome
D. Utility. Correct Answer: D Community vote distribution D (100%).
Question #22. In service relationships,
What is a benefit of identifying consumer roles?
A. It enables effective stakeholder management.
B. It provides shared service expectations.
C. It removes constraints from the customer.

D. It enables a common definition of value. Correct Answer: A Community vote distribution A (100%).
Question #23.
Which is an external input to the service value chain?
A. The 'improve' value chain activity.
B. An overall plan.
C. Customer requirements
D. Feedback loops. Correct Answer: C Community vote distribution C (100%).
Question #24.
What term is used to describe whether a service will meet availability, capacity and security requirements?
A. Outcomes.
B. Value.
C. Utility
D. Warranty. Correct Answer: D Community vote distribution D (100%).
Question #25.
What is the purpose of the 'incident management' practice?
A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
B. To capture demand for incident resolution and service requests.
C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
D. To support the agreed service quality by effective handling of all agreed user-initiated service requests. Correct Answer: A Community vote distribution A (100%).
Question #26.
What is defined as an unplanned interruption or reduction in the quality of a service?
A. An incident.
B. A problem.
C. A change
D. An event. Correct Answer: A Community vote distribution A (100%).
Question #27.
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tacticallevels?
A. Supplier management.
B. Change control.
C. Relationship management.
D. ervice desk. Correct Answer: C Community vote distribution C (100%).
Question #28.
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
A. Restricting information about the improvement to essential stakeholders only.
B. Increasing collaboration and visibility for the improvement {Most Voted}
C. Involving customers after all planning has been completed
D. Engaging every stakeholder group in the same way, with the same communication. Correct Answer: C Community vote distribution B (100%).
Question #29.
What varies in size and complexity, and uses functions to achieve its objectives?
A. A risk.
B. An organization.
C. A practice
D. An outcome. Correct Answer: B Community vote distribution B (100%).
Question #30.
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
A. Deployment management.
B. Release management.
C. Change control.
D. ervice configuration management. Correct Answer: C Community vote distribution C (100%).
Question #31.
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
A. Information security management.
B. Continual improvement.
C. Monitoring and event management.
D. ervice level management. Correct Answer: A Community vote distribution A (100%).
Question #32.
Which will help solve incidents more quickly?
A. Target resolution times.
B. Escalating all incidents to support teams.
C. Collaboration between teams {Most Voted}
D. Detailed procedural steps for incident investigation. Correct Answer: D Community vote distribution C (100%).
Question #33. When is the earliest that a workaround can be documented in 'problem management'?
A. After the problem has been logged {Most Voted}
B. After the problem has been prioritized.
C. After the problem has been analyzed
D. After the problem has been resolved. Correct Answer: C Community vote distribution A (100%).
Question #34.
Which is an activity of the 'problem management' practice?
A. Restoration of normal service operation as quickly as possible.
B. Prioritization of problems based on the risk that they pose {Most Voted}
C. Authorization of changes to resolve the cause of problems
D. Resolution of incidents in a time that meets customer expectations. Correct Answer: B Community vote distribution B (100%).
Question #35.
Which practice is MOST likely to benefit from the use of chatbots?
A. Service level management.
B. Change enablement.
C. Continual improvement.
D. ervice desk. Correct Answer: D.
Question #36. Where are the details of the required performance outcomes of a service defined?
A. Service level agreements.
B. Service requests.
C. Service components.
D. ervice offerings. Correct Answer: A Community vote distribution A (100%).
Question #37.
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
A. Plan.
B. Improve.
C. Design and transition
D. Deliver and support. Correct Answer: A Community vote distribution A (100%).
Question #38.
Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support theprovision of seamless, quality products and services?
A. Release management.
B. Supplier management.
C. Service management
D. Relationship management. Correct Answer:
B.
Question #39.
Which two practices interact the MOST with the service desk practice?
A. Incident management and service request management.
B. Service request management and deployment management.
C. Deployment management and change enablement
D. Change enablement and incident management. Correct Answer: A.
Question #40.
Which is an activity of the 'incident management' practice?
A. Assessing and prioritizing improvement opportunities.
B. Performing service reviews with customers.
C. Providing good-quality updates when expected
D. Automating service requests to the greatest degree possible. Correct Answer: C Community vote distribution A (75%)C (25%).
Question #41. Identify the missing words in the following sentence: A user is [?] that uses services. A. an organization.
B. a role.
C. a team
D. a supplier. Correct Answer: B Community vote distribution B (100%).
Question #42.
Which is included in the purpose of the 'change enablement' practice?
A. Make new and changed services available for use.
B. Ensure that risks have been properly assessed {Most Voted}
C. Record and report selected changes of state
D. Plan and manage the full lifecycle of all IT assets. Correct Answer: B Community vote distribution B (100%).
Question #43.
Which activity is part of the 'continual improvement' practice?
A. Identifying the cause of incidents and recommending related improvements.
B. Authorizing changes to implement improvements.
C. Logging and managing incidents that result in improvement opportunities
D. Making business cases for improvement action. Correct Answer: D Community vote distribution D (100%).
Question #44. In
Which step of the 'continual improvement model' is an improvement plan implemented?
A.
What is the vision?

B. How do we get there?

C. Take action
D. Did we get there?
Correct Answer: C Community vote distribution C (100%).
Question #45.
Which is the BEST example of a standard change?
A. The review and authorization of a change requested by a customer.
B. The implementation of a critical software patch in response to a vendor security issue.
C. The installation of a software application in response to a service request
D. The replacement of a component in response to a major incident. Correct Answer: C Community vote distribution C (100%).
Question #46.
Which statement about the automation of service requests is CORRECT?
A. Service requests that cannot be automated should be handled as incidents.
B. Service requests and their fulfilment should be automated as much as possible {Most Voted}
C. Service requests that cannot be automated should be handled as problems.
D. ervice requests and their fulfilment should be carried out by service desk staff without automation. Correct Answer: B Community vote distribution B (100%).
Question #47.
Which can act as an operating model for an organization?
A. The four dimensions of service management.
B. The service value chain.
C. The ITIL guiding principles
D. Continual improvement. Correct Answer: B Community vote distribution B (100%).
Question #48.
Which practice recommends the use of event-based surveys to gather feedback from customers?
A. Service level management {Most Voted}
B. Change enablement.
C. Service request management
D. Problem management. Correct Answer: A. Community vote distribution A (100%).
Question #49.
Which statement about change authorities is CORRECT?
A. Change authorities are only required for authorizing emergency changes.
B. Change authorities are assigned when each change is deployed.
C. Change authorities are only required for authorizing normal changes
D. Change authorities are assigned for each type of change and change model. Correct Answer: D Community vote distribution D (100%).
Question #50.
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
A. Service request management.
B. Service level management.
C. Incident management
D. Change enablement. Correct Answer: C Community vote distribution C (100%).
Question #61.
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
A. Organizations and people.
B. Information and technology.
C. Partners and suppliers
D. Value streams and processes. Correct Answer: A.
Question #62. An organization asks a stakeholder to review a planned change.
Which guiding principle does this demonstrate?
A. Collaborate and promote visibility.
B. Start where you are.
C. Focus on value
D. Keep it simple and practical. Correct Answer: A.
Question #63.
Which practice has a strong influence on the user experience and perception of the service provider?
A. Service desk {Most Voted}
B. Change enablement.
C. Service level management.
D. upplier management. Correct Answer: A Community vote distribution A (100%).
Question #64.
Which statement about service requests is CORRECT?
A. Complex service requests should be dealt with as normal changes.
B. Service requests that require simple workflows should be dealt with as incidents.
C. Service requests require workflows that should use manual procedures and avoid automation.
D. ervice requests are usually formalized using standard procedures for initiation, approval and fulfilment. Correct Answer: D.
Question #65.
Which practice is responsible for moving new or changed components to live or other environments?
A. Release management.
B. Deployment management.
C. Change enablement.
D. upplier management. Correct Answer:
B.
Question #66.
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery ofservices?
A. Organizations and people.
B. Information and technology.
C. Partners and suppliers
D. Value streams and processes. Correct Answer:
C.
Question #67.
Which of these activities is carried out as part of 'problem management'?
A. Creating incident records.
B. Diagnosing and resolving incidents.
C. Escalating incidents to a support team for resolution
D. Trend analysis of incident records. Correct Answer: D Community vote distribution D (100%).
Question #68.
What must always be done before an activity is automated?
A. Check that the activity has already been optimized.
B. Check that suitable new technology has been purchased.
C. Ensure that DevOps has been successfully implemented
D. Ensure the solution removes the need for human intervention. Correct Answer: A Community vote distribution A (100%).
Question #69.
What is a change schedule PRIMARILY used for?
A. To help plan emergency changes.
B. To help authorize standard changes.
C. To help assign a change authority
D. To help manage normal changes. Most Voted. Correct Answer: D Community vote distribution D (67%)C (33%).
Question #70.
Which role approves the cost of services?
A. User.
B. Change authority.
C. Sponsor
D. Customer. Correct Answer: C Community vote distribution C (100%).
Question #71.
What actions does a service desk take for all issues, queries and requests that are reported to them?
A. Schedule, assess, authorize.
B. Diagnose, investigate, resolve.
C. Initiate, approve, fulfil
D. Acknowledge, classify, own. Most Voted. Correct Answer: C Community vote distribution D (100%).
Question #72.
Which describes the utility of a service?
A. A service that is fit for use.
B. A service that meets its service level targets.
C. A service that increases constraints on the consumer
D. A service that supports the performance of the consumer. Correct Answer: D Community vote distribution D (80%)A (20%).
Question #73.
Which is included in the purpose of the 'service level management' practice?
A. To maximize the number of successful service and product changes.
B. To ensure accurate information about the configuration of services is available.
C. To set clear business-based targets for service levels {Most Voted}
D. To ensure that suppliers and their performance are managed appropriately. Correct Answer: C Community vote distribution C (100%).
Question #74.
Which usually requires a team of representatives from many stakeholder groups?
A. Fulfilling a service request.
B. Authorizing an emergency change.
C. Logging a new problem
D. Investigating a major incident. Correct Answer: D Community vote distribution D (100%).
Question #75.
Which value chain activity ensures that service components meet agreed specifications?
A. Plan.
B. Design and transition.
C. Obtain/build {Most Voted}
D. Deliver and support. Correct Answer: C Community vote distribution C (86%)14%
Question #76.
What includes governance as a component?
A. Practices.
B. The service value chain.
C. The service value system
D. The guiding principles. Correct Answer: C Community vote distribution C (100%).
Question #77.
Which practice needs people who understand complex systems and have creative and analytical skills?
A. Change enablement.
B. Service level management.
C. Service request management
D. Problem management. Correct Answer: D Community vote distribution D (100%).
Question #78.
What is the definition of a known error?
A. An unplanned interruption to a service, or reduction in the quality of a service.
B. A cause, or potential cause, of one or more incident.
C. A problem that has been analyzed and has not been resolved
D. Any change of state that has significance for the management of a service or other configuration item (CI). Correct Answer: C Community vote distribution C (100%).
Question #79.
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
A. Focus on value.
B. Think and work holistically.
C. Optimize and automate
D. Collaborate and promote visibility. Correct Answer:
B.
Question #80.
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
A. Incidents.
B. Problems.
C. Events
D. Requests. Correct Answer: C Community vote distribution C (100%).
Question #81.
Which dimension considers data security and privacy?
A. Organizations and people.
B. Information and technology.
C. Partners and suppliers
D. Value streams and processes. Correct Answer: B Community vote distribution B (100%).
Question #82.
Which term relates to service levels aligned with the needs of service consumers?
A. Service management.
B. Warranty.
C. Cost
D. Utility. Correct Answer: B Community vote distribution B (100%).
Question #83.
Which directly assists with the diagnosis and resolution of simple incidents?
A. Scripts for collecting user information.
B. Use of shift working patterns.
C. Fulfilment of service requests
D. Creation of a temporary team. Correct Answer: A Community vote distribution A (100%).
Question #84.
What are guiding principles?
A. A set of interconnected activities that help an organization deliver a valuable service.
B. A description of one or more services that help address the needs of a target consumer group.
C. A set of specialized organizational capabilities for enabling value for customers
D. Recommendations that help an organization when adopting a service management approach. Correct Answer: D Community vote distribution D (100%).
Question #85.
Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?
A. Only add controls and metrics when they are needed {Most Voted}
B. Design controls and metrics first, then remove those not adding value.
C. Design controls and metrics and add them individually until all are implemented
D. Only add controls and metrics that are required for compliance. Correct Answer: B Community vote distribution A (93%)7%
Question #86.
What is the purpose of the 'problem management' practice?
A. To protect the information needed by the organization to conduct its business.
B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds andknown errors.
C. To align the organization's practices and services with changing business needs through the ongoing identification and improvement ofservices
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Correct Answer: B Community vote distribution B (100%).
Question #87.
Which practice forms a link between the service provider and the users of services?
A. Change enablement.
B. Service level management.
C. Problem management.
D. ervice desk. Correct Answer: D.
Question #88.
Which is a purpose of release management?
A. To protect the organization's information.
B. To handle user-initiated service requests.
C. To make new and changed services available for use {Most Voted}
D. To move hardware and software to live environments. Correct Answer: C Community vote distribution C (100%).
Question #89.
What is recommended by the guiding principle 'progress iteratively with feedback'?
A. A current state assessment that is carried out at the start of an improvement initiative.
B. The identification of all interested parts at the start of an improvement initiative.
C. An improvement initiative that is broken into a number of manageable sections
D. An assessment of how all the parts of an organization will affect an improvement initiative. Correct Answer:
C.
Question #90.
Which guiding principle considers customer and user experience?
A. Collaborate and promote visibility.
B. Focus on value.
C. Start where you are
D. Keep it simple and practical. Correct Answer:
B.
Question #91.
Which statement about the 'change enablement' practice is CORRECT?
A. Service requests are usually normal changes that can be implemented quickly without authorization.
B. Emergency changes are changes that must be fully tested and fully documented prior to implementation.
C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited. Correct Answer: D.
Question #92.
Which is a key activity carried out in the 'did we get there?
' step of the 'continual improvement' model?
A. Define measurable targets.
B. Perform baseline assessments.
C. Execute improvement actions
D. Evaluate measurements and metrics. Correct Answer: D Community vote distribution D (100%).
Question #93.
What can a service remove from the consumer and impose on the consumer?
A. Utility.
B. Asset.
C. Cost
D. Outcome. Correct Answer: C Community vote distribution C (100%).
Question #94.
What does 'change enablement' PRIMARILY focus on?
A. Changes to service levels.
B. Changes to products and services.
C. Changes to organizational structure
D. Changes to skills and competencies. Correct Answer:
B.
Question #95.
Which is handled as a service request?
A. An investigation to identify the cause of an incident.
B. A compliment about an IT support team {Most Voted}
C. The failure of an IT service
D. An emergency change to implement a security patch. Correct Answer: B Community vote distribution B (89%)11%
Question #96.
Which is a key requirement for a successful service level agreement (SLA)?
A. Using individual metrics that relate to the service catalogue.
B. Using bundled metrics to relate performance to outcomes.
C. Using single-system-based metrics that relate to outputs
D. Using an agreement between the service provider and service supplier. Correct Answer: B Community vote distribution B (100%).
Question #97.
Which is considered by the 'partners and suppliers' dimension?
A. Using artificial intelligence.
B. Defining controls and procedures.
C. Using formal roles and responsibilities
D. Working with an integrator to manage relationships. Correct Answer: D.
Question #98.
Which practice recommends using tools for collaboration and the automated matching of symptoms?
A. Problem management.
B. Service level management.
C. Incident management.
D. ervice request management. Correct Answer:
C.
Question #99.
Which practice would help a user gain access to an application that they need to use?
A. Service configuration management.
B. Change enablement.
C. Service request management {Most Voted}
D. ervice level management. Correct Answer: C Community vote distribution C (80%)B (20%).
Question #100.
What is used to link activities within the service value chain?
A. Service level agreements.
B. Inputs, outputs and triggers {Most Voted}
C. Opportunity, demand and value {Most Voted}
D. ervice desk. Correct Answer: B Community vote distribution B (62%)C (38%).
Question #101.
Which two practices use workarounds?
A. Change enablement and continual improvement.
B. Change enablement and problem management.
C. Problem management and incident management
D. Incident management and continual improvement. Correct Answer: C Community vote distribution C (100%).
Question #102.
Which is included in the purpose of the 'deliver and support' value chain activity?
A. Meeting stakeholder expectations for time to market.
B. Understanding the organization's service vision.
C. Understanding stakeholder needs
D. Providing services to agreed specifications. Most Voted. Correct Answer: D Community vote distribution D (100%).
Question #103.
Which are elements of the service value system?
A. Service provision, service consumption, service relationship management.
B. Governance, service value chain, practices.
C. Outcomes, utility, warranty
D. Customer value, stakeholder value, organization. Correct Answer: B Community vote distribution B (100%).
Question #104.
What is an incident?
A. The planned removal of an item that might affect a service.
B. A result enabled by one or more outputs.
C. A possible future event that could cause harm
D. A service interruption resolved by the use of self-help tools. Most Voted. Correct Answer: D Community vote distribution D (100%).
Question #105.
What is defined as a change of state that has significance for the management of an IT service?
A. Event.
B. Incident.
C. Problem
D. Known error. Correct Answer: A.
Question #106.
Which dimension includes the knowledge needed for the management of services?
A. Organizations and people.
B. Information and technology.
C. Partners and suppliers
D. Value streams and processes. Correct Answer: B Community vote distribution B (100%).
Question #107.
What is the PRIMARY use of a change schedule?
A. To support the 'incident management' practice and improvement planning.
B. To manage emergency changes.
C. To plan changes and help avoid conflicts
D. To manage standard changes. Correct Answer: C Community vote distribution C (100%).
Question #108.
Which guiding principle focuses on reducing costs and human errors?
A. Focus on value.
B. Collaborate and promote visibility.
C. Optimize and automate
D. Think and work holistically. Correct Answer: C Community vote distribution C (100%).
Question #109.
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
A. Start where you are.
B. Collaborate and promote visibility.
C. Progress iteratively with feedback
D. Think and work holistically. Correct Answer: C Community vote distribution C (100%).
Question #110.
Which is a key activity carried out in the 'did we get there?
' step of the 'continual improvement' model?
A. Define measurable targets.
B. Perform baseline assessments.
C. Execute improvement actions
D. Evaluate measurements and metrics. Correct Answer: D Community vote distribution D (100%).
Question #121.
What is required by all service desk staff?
A. Excellent technical knowledge.
B. Root cause analysis skills.
C. Demonstration of emotional intelligence
D. Knowledge of telephony technology. Correct Answer: C Community vote distribution C (100%).
Question #122.
Which practice establishes a channel between the service provider and its users?
A. Relationship management.
B. Change enablement.
C. Supplier management.
D. ervice desk. Correct Answer: D Community vote distribution D (100%).
Question #123.
Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at aquicker rate?
A. Service desk.
B. Monitoring and event management.
C. Service level management
D. Continual improvement. Most Voted. Correct Answer: D Community vote distribution D (100%).
Question #124.
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
A. Relationship management.
B. Change enablement.
C. Release management
D. Monitoring and event management. Correct Answer: B Community vote distribution B (100%).
Question #125.
Which practice provides users with a way to get various requests arranged, explained and coordinated?
A. Service level management.
B. Relationship management.
C. Continual improvement.
D. ervice desk. Correct Answer: D.
Question #126.
Which helps to streamline the fulfilment of service requests?
A. Understanding
Which service requests can be accomplished with limited approvals.
B. Creating new workflows for every service request.
C. Separating requests relating to service failures from the degradation of services
D. Eliminating service requests
Which have complex workflows. Correct Answer: A.
Question #127.
Which statement about outcomes is CORRECT?
A. They are deliverables provided to service consumers.
B. They allow service consumers to achieve a desired result.
C. They provide products to service providers based on outputs
D. They co-create value for service providers by reducing costs and risks. Correct Answer: B Community vote distribution B (100%).
Question #128.
Which guiding principle says that services and processes should NOT provide a solution for every exception?
A. Keep it simple and practical.
B. Collaborate and promote visibility.
C. Think and work holistically
D. Optimize and automate. Correct Answer: A Community vote distribution A (100%).
Question #129. Identify the missing word in the following sentence. The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately tosupport the seamless provision of quality products and services. A. measured.
B. rewarded.
C. managed
D. defined. Correct Answer: C Community vote distribution C (100%).
Question #130. Identify the missing words in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?
], and the CIs thatsupport them, is available when and where it is needed. A. relationships with suppliers.
B. configuration of services.
C. skills of people
D. authorization of changes. Correct Answer: B Community vote distribution B (100%).
Question #131.
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
A. Incident management.
B. Monitoring and event management.
C. Service level management
D. IT asset management. Correct Answer: C Community vote distribution C (100%).
Question #132. When should a workaround be created?
A. As soon as possible, once the incident is logged.
B. After the resolution of a problem.
C. When a problem cannot be resolved quickly
D. When a potential permanent solution has been identified. Correct Answer:
C.
Question #133.
What is a configuration item?
A. Any financially valuable component that can contribute to the delivery of an IT product or service.
B. Any change of state that has significance for the management of a service.
C. Any component that needs to be managed in order to deliver an IT service
D. A problem that has been analyzed but has not been resolved. Correct Answer: C Community vote distribution C (100%).
Question #134. Identify the missing words in the following sentence. When an organization has decided to improve a service, it should start by considering [?
]. A. existing information.
B. new methods.
C. additional measurements
D. revised processes. Correct Answer: A.
Question #135.
Which is a use of the change schedule?
A. Assigning resources to changes.
B. Deciding the approval authority for changes.
C. Automating the change process
D. Creating change models. Correct Answer: A.
Question #136.
Which dimension of service management considers the workflows and controls needed to deliver services?
A. Organizations and people.
B. Information and technology.
C. Partners and suppliers
D. Value streams and processes. Most Voted. Correct Answer: D Community vote distribution D (100%).
Question #137.
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
A. Focus on value.
B. Start where you are.
C. Think and work holistically
D. Optimize and automate. Correct Answer: D Community vote distribution D (100%).
Question #138.
Which statement about the 'incident management' practice is CORRECT?
A. It identifies the cause of major incidents.
B. It authorizes changes to resolve incidents.
C. It maintains detailed procedures for diagnosing incidents
D. It resolves the highest impact incidents first. Correct Answer: D.
Question #139. How should an organization prioritize incidents?
A. Ask the user for their preferred resolution timeframe.
B. Assess the availability of the appropriate support team.
C. Use an agreed classification
Which is based on the business impact of the incident
D. Create an order of incidents based on the dates and times when they were logged. Correct Answer:
C.
Question #140.
Which is a purpose of the 'relationship management' practice?
A. To systematically observe services and service components.
B. To protect the information needed by the organization to conduct its business.
C. To be the entry point and single point of contact for the service provider with all of its users
D. To identify, analyze, monitor, and continually improve links with stakeholders. Most Voted. Correct Answer: D Community vote distribution D (100%).
Question #151.
What is the MOST important reason for prioritizing incidents?
A. To ensure that user expectations are realisti
C.
B. To ensure that incidents with highest impact are resolved first.
C. To help information-sharing and learning
D. To provide links to related changes and known errors. Correct Answer:
B.
Question #152.
Which 'service level management' activity helps staff to deliver a more business-focused service?
A. Creating targets based on the percentage of uptime of a service.
B. Understanding the ongoing requirements of customers.
C. Using complex technical terminology in service level agreements (SLAs)
D. Measuring low-level operational activities. Correct Answer:
B.
Question #153.
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
A. Service request management.
B. Service configuration management.
C. Deployment management
D. Change enablement. Correct Answer: A.
Question #154.
Which guiding principle considers
Which parts of an existing process should be kept by identifying how they contribute to value creation?
A. Progress iteratively with feedback.
B. Collaborate and promote visibility.
C. Think and work holistically
D. Keep it simple and practical. Correct Answer: D.
Question #155.
What is the purpose of the 'monitoring and event management' practice?
A. To restore normal service operation as quickly as possible.
B. To manage workarounds and known errors.
C. To capture demand for incident resolution and service requests
D. To systematically observe services and service components. Correct Answer: D.
Question #156.
Which statement about outcomes is CORRECT?
A. Outcomes rely on outputs to deliver results for a stakeholder.
B. Outcomes use activities to produce tangible or intangible deliverables.
C. Outcomes give service consumers assurance of products or services
D. Outcomes help a service consumer to assess the cost of a specific activity. Correct Answer: A.
Question #157.
Which skill is required by the 'service level management' practice?
A. Supplier management.
B. Technical expertise.
C. Event monitoring
D. Problem management. Correct Answer: A.
Question #158.
Which statement about the 'continual improvement model' is CORRECT?
A. Organizations should work through the steps of the model in the sequence in
Which they are presented.
B. The flow of the model helps organizations to link improvements to its goals {Most Voted}
C. The model is applicable to only certain parts of the service value system
D. Organizations should use an additional model or method to link improvements to customer value. Correct Answer: A Community vote distribution B (75%)A (25%).
Question #159.
What is the definition of warranty?
A. A means of identifying events that could cause harm or loss.
B. A means of determining whether a service is fit for purpose.
C. A means of identifying a result for a stakeholder
D. A means of determining whether a service is fit for use. Correct Answer: D.
Question #160.
Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?
A. Change enablement.
B. Problem management.
C. Information security management.
D. ervice configuration management. Correct Answer:
C.
Question 1 A user contacts the service desk to ask how they can create a report.
Which practice is MOST LIKELY to contribute to resolving this issue?
A. Change enablement
B. Incident management
C. Service level management
D. ervice request management
Question 2
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
A. Communicate in a way the audience can hear
B. Fast does not mean incomplete
C. Sometimes nothing from the current state can be re used
D. If a practice is easier to follow it is more likely to be adopted
Question 3 How are target resolution times used in the 'incident management' practice?
A. They are agreed, documented, and communicated to help set user expectations
B. They are initiated, approved, and managed to ensure that predictable responses are achieved
C. They are established, reviewed, and reported to ensure that customers are happy with the service
D. They are scheduled, assessed and authorized to reduce the risk of service failures
Question 4
What is the purpose of the 'deployment management' practice?
A. To make new or changed services available for use
B. To move new or changed components to live environments
C. To set clear business-based targets for service performance
D. To ensure services achieve agreed and expected performance
Question 5
Which is an external input to the service value chain?
A. The 'improve' value chain activity
B. An overall plan
C. Feedback loops
D. Customer requirements
Question 6
Which is an example o' a service request?
A. A request for normal operation to be restored
B. A request to investigate the cause of an incident
C. A request tor access to a file
D. A request to implement a security patch
Question 7
Which is a use of a continual improvement register?
A. Tracking and managing improvement ideas from identification through to final action
B. Selecting the right method, model or technique for identifying improvements
C. Planning changes, assisting in communication, avoiding conflicts, and assigning resources
D. Describing the services designed to meet the needs of a consumer group
Question 8
What does 'change enablement' PRIMARILY focus on?
A. Changes to skills and competencies
B. Changes to service levels
C. Changes to organizational structure
D. Changes to products and services
Question 9
Which is a service request?
A. Requesting investigation of a degraded service
B. Requesting information about how to create a document
C. Requesting an enhancement to an application
D. Requesting a workaround for an issue
Question 10 Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks. A. utility
B. costs
C. information
D. warranty
Question 11
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
A. IT asset management
B. Relationship management
C. Release management
D. ervice desk
Question 12 How should the workflow for a new service request be designed?
A. Leverage existing workflows whenever possible
B. Use a single workflow for all types of service request
C. Use different workflows for each type of service request
D. Avoid workflows for simple service requests
Question 13
Which dimension includes the knowledge needed for the management of services?
A. Organizations and people
B. Information and technology B is the correct answer
C. Value streams and processes
D. Partners and suppliers
Question 14
Which statement about service relationship management is CORRECT?
A. It requires the service consumer to create resources for the service provider
B. It requires co-operation of both the service provider and service consumer
C. It focuses on the service actions performed by users
D. It focuses on the fulfilment of the agreed service actions
Question 15 Identify the missing word in the following sentence. A user is [?] that uses services. A. a role
B. a supplier
C. a team
D. an organization
Question 16
Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
A. Monitoring and event management
B. Service level management
C. Service desk
D. Continual improvement
Question 17
Which role approves the cost of services?
A. Customer
B. Sponsor
C. Change authority
D. User
Question 18
Which facilitates outcomes that customers want to achieve?
A. Organization
B. Warranty
C. Service
D. IT asset
Question 19 Identify the missing word(s) in the following sentence. The service desk should be the entry point and single point of contact for the [?] with all of its users. A. Service consumer
B. Customer
C. Service provider
D. upplier
Question 20 Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?
A. Star: where you are
B. Progress iteratively with feedback
C. Keep it simple and practical
D. Think and work holistically
Question 21
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
A. Deliver and support
B. Improve
C. Plan
D. Design and transition
Question 22 Identify the missing word in the following sentence. The purpose of the 'information security management' practice is to [?] the organization's information. A. audit
B. store
C. protect
D. provide
Question 23
Which of the following is included in the purpose of the 'continual improvement' printer?
A. The reduction of the likelihood and impact of incidents
B. The restoration of normal service operation as quickly as possible
C. The establishment of Inks between the organization and its stakeholders at strategic and tactical levels
D. The alignment of the organization's practices and services with changing business needs
Question 24
What type of chance is often used for resolving incidents or implementing security patches?
A. Slandaid uhar ye
B. Normal change
C. Change model
D. Emergency change
Question 25
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
A. Deployment management
B. Change enablement
C. Release management
D. ervice configuration management
Question 26
Which activity is part of the 'continual improvement' practice?
A. Providing a clear path for users to report issues, queries, and requests
B. Identifying and logging opportunities
C. Populating and maintaining the asset register
D. Delivering tactical and operational engagement with customers
Question 27
Which includes governance, management practices, and continual improvement?
A. The 'focus on value' guiding principle
B. The service value system
C. The 'value stream and processes' dimension
D. The 'deliver and support' value chain activity
Question 28 How does information about problems and known errors contribute to 'incident management'?
A. It enables quick and efficient diagnosis of incidents
B. It enables the reassessment of known erros
C. It removes the need for collaboration during incident resolution
D. It removes the need for regular customer updates
Question 29 For
Which purpose would the continual improvement practice use a SWOT analysis?
A. Ensuring everyone actively participates
B. Tracking and managing ideas
C. Defining the future desired state
D. Understanding the current state
Question 30
Which is CORRECT about change authorization?
A. A change authority is assigned each time a standard change is requested
B. The chance authority will ensure changes are authorized after they are deployed
C. Assignment of the change authority is based on the charge type and model C: Change authorities are assigned for each type of change and change model
D. Emergency changes are authorized by the technician making the change
Question 31
Which is part of service provision?
A. The grouping of one or more services based on one or more products
B. The management of resources needed to consume the service
C. The joint activities performed to ensure continual value co-creation
D. The management of resources configured to deliver the service
Question 32
Which statement about outcomes is CORRECT?
A. An outcome can be enabled by more than one output
B. Outcomes are how the service performs
C. An outcome is a tangible or intangible activity
D. An output can be enabled by one or more outcomes
Question 33
What term is used to describe the functionality of a service?
A. Warranty
B. Outcome
C. Output
D. Utility The correct answer is D.
Question 34
Which statement about output is correct?
A. They capture customer demand for services
B. They consist of several outcomes.
C. They contribute to the achievement of outcomes
D. They describes how the service performs.
Question 35
Which describes a standard change?
A. A change that is typically implemented as a service request
B. A change that must be implemented as soon as possible
C. A change that needs to be scheduled, assessed and authorized following a defined process
D. A high-risk change that needs very thorough assessment
Question 36
Which process works with incident management to ensure that security breaches are detected and logged?
A. Change management
B. Continual service improvement
C. Access management
D. ervice level management
Question 37
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
A. An emergency change
B. A standard change
C. A change model
D. A normal change
Question 38
Which does the ITIL service value system discourage?
A. Coordinated authorities and responsibilities
B. Organizational silos
C. Interfaces among practices
D. Organizational agility Correct Answer: B Architecture of the ITIL SVS specifically enables flexibility and discourages siloed working. This is because the service value chain and practices do not form a fixed, rigid structure, but rather they can be combined in multiple value streams to address the needs of the organization in a variety of scenarios, with open flow of communication across the many interfaces.
Question 39 Identify the missing word in the following sentence. A known error is a problem that has been [?] and has not been resolved. A. escalated
B. closed
C. analysed
D. logged
Question 40
Which costs are included in the value proposition of a service?
A. The benefits, usefulness. and importance of the service that are perceived by the service consumer
B. Tangible or intangible results for the service consumer because they are using the service
C. Money that the service consumer no longer needs to spend because they are using the service The correct answer is
C. (The removed cost)
D. Additional expense that the service consumer has because they are using the service
Question 41
Which describes the 'plan' value chain activity?
A. It ensures that services are delivered and supported according to agreed specifications and stakeholders expectations
B. It ensures a shared understanding of the current status and vision for all products and services across the organization
C. It ensures that service components are available when and where they are needed, and meet agreed specifications
D. It ensures continual improvement of products, services, and practices across all value chain activities
Question 42
Which practice needs people who understand complex systems and have creative and analytical skills?
A. Service level management
B. Service request management
C. Change enablement
D. Problem management
Question 43
Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change 2. Ensuring that organizational transformations are successful 3. Maximizing the number of successful service changes 4. Ensuring that changes are properly assessed A. 3 and 4
B. 2 and 3
C. 1 and2
D. 1 and 4 A is Correct - The purpose of the change enablement practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
Question 44
Which is an example of a business related measurement?
A. The number of problems resolved
B. The number of passengers checked in
C. The average time to response to change requests
D. The average resolution time for incidents A, C and D are operational measures. B is correct answer from Business point of view
Question 45
Which is the BEST example of a standard change?
A. The replacement of a component in response to a major incident
B. The Installation of a software application in response to a service request
C. The implementation of a critical software patch in response to a vendor security Issue
D. The review and authorization of a change requested by a customer
Question 46
Which statement about a 'continual improvement register' is CORRECT?
A. It should be re-prioritized as ideas are documented
B. It should be used to capture user demand
C. There should only be one for the whole organization
D. It should be managed at the senior level of the organization
Question 47 Identify the missing words in the following sentence. When an organization has decided to improve a service, it should start by considering [?
]. A. new methods
B. additional measurements
C. revised processes
D. existing information
Question 48 Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services. A. users
B. performances
C. value
D. costs
Question 49
What is the CORRECT definition of service management?
A. A set of specialized assets for transitioning services into the live operational environment
B. The capability of service providers to minimize their costs without reducing the value of the services
C. The capability of supplier to deliver services to providers in exchange for money
D. A set of specialized organizational capabilities for delivering value to customers in the form of services
Question 50
Which is a purpose of release management?
A. To make new and changed services available for use
B. To move hardware and software to live environments
C. To handle user-initiated service requests
D. To protect the organization's information
Question 51
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
A. Collaborate and promote visibility
B. Start where you are
C. Progress iteratively with feedback
D. Think and work holistically C is correct. Resist the temptation to do everything at once. By organizing work into smaller, manageable sections (iterations) that can be executed and completed in a timely manner, the focus on each effort will be sharper and easier to maintain
Question 52
What type of change is MOST likely to be managed as a service request?
A. An organizational change
B. A normal change
C. An emergency change
D. A standard change D is correct.
Question 53
What is the starting point for optimization?
A. Determining where the most positive impact would be
B. Securing stakeholder engagement
C. Standardizing practices and services
D. Understanding the vision and objectives of the organization
Question 54
What is used to link activities within the service value chain?
A. Service level agreements
B. Inputs, outputs and triggers
C. Opportunity, demand and value
D. ervice desk B is correct. 'Opportunities and Demands are the inputs to the Service Value System. These trigger activities within the system to create and output value—either fulfilling demand or capitalizing on an opportunity.' But the
Question is about the service value chain, not the service value system. The SVS has opportunity, demand, and value. The chain has inputs, outputs, and triggers. Each activity in service value chain transforms inputs into outputs. All the activities are interconnected, with each activity receiving and providing triggers for further action.
Question 55 Why should some service requests be fulfilled with no additional approvals?
A. To set user expectations for fulfillment times
B. To ensure that information security requirements are met
C. To streamline the fulfillment workflow
D. To ensure that spending is properly accounted for
Question 56
Which statement about 'continual improvement' is CORRECT?
A. 'Continual improvement' should have minimal interaction with other practices
B. Everyone in the organization is responsible for some aspects of 'continual improvement'
C. A single team should carry out 'continual improvement' across the organization
D. All improvement ideas should be logged in a single 'continual improvement register'
Question 57
Which practice has the purpose of ensuring that the organization's suppliers and their performance and managed appropriately to support the provision of seamless, quality products and services?
A. Release management
B. Service management
C. Supplier management
D. Relationship management
Question 58
Which two are considered part of the 'organizations and people' dimension of service management?
1. Systems of authority 2. Culture 3. Relationships between organizations 4. Workflows A. 1 and 2
B. 1 and 4
C. 2 and 3
D. 3 and 4 Organizations and people: This includes the culture, systems of authority, roles, skills, and competencies needed to plan, manage, and deliver services. 1. Systems of authority Organizations & People. 2. Culture. Organizations & People. 3. Relationships between organizations. Partners & Suppliers. 4. Workflows. Value Streams & Processes.
Question 59
Which guiding principle helps to ensure that better information is available for decision making?
A. Keep it simple and practical
B. Optimize and automate
C. Collaborate and promote visibility
D. Think and work holistically C is correct. When initiatives involve the right people in the correct roles, efforts benefit from better buy-in, more relevance (because better information is available for decision-making) and increased likelihood of long-term success.
Question 60
Which is the correct combination of items that makes up an IT service?
A. People, processes and customers
B. Information technology, networks and people
C. Information technology, people and processes
D. Customers, providers and documents "C is correct. It is performed by IT service providers using a mix of people, process and technology"
Question 61 When should a change request be submitted to resolve a problem?
A. As soon as a solution for the problem has been identified
B. As soon as the analysis of the frequency and impact of incidents justifies the change
C. As soon as the analysis of cost, risks and benefits justifies the change
D. As soon as a workaround for the problem has been identified
Question 62
Which practice nurtures links with stakeholders at strategic and tactical levels'?
A. Continual improvement
B. Service level management
C. Relationship management
D. upplier management
Question 63
Which practice recommends that organizations develop competencies an techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
A. Change enablement
B. Incident management
C. Service request management
D. Continual improvement
Question 64
Which practice has a strong influence on the user experience and perception of the service provider?
A. Service desk A is correct.
B. Supplier management
C. Change enablement
D. ervice level management
Question 65
Which function is responsible for the management of a data centre?
A. Technical management
B. Service desk
C. Application management
D. Facilities management
Question 66 Service transition contains detailed descriptions of
Which processes?
A. Change management, service asset and configuration management, release and deployment management
B. Service level management, service portfolio management, service asset and configuration management
C. Change management, capacity management, event management, service request management
D. ervice asset and configuration management, release and deployment management, request fulfillment
Question 67
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
A. Incident management
B. Service request management
C. Problem management
D. ervice level management
Question 68 Identify the missing word in the following sentence. The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services. A. defined
B. rewarded
C. measured
D. managed
Question 69
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
A. Service desk
B. Release management
C. Problem management
D. upplier management
Question 70
What three elements make up the Service Portfolio?
A. Customer portfolio, service catalogue and retired services
B. Customer portfolio, configuration management system and service catalogue
C. Service pipeline, service catalogue and retired services
D. ervice pipeline, configuration management system and service catalogue
Question 71 This is ITIL3
Question.
What is NOT within the scope of service catalogue management?
A. Contribution to the definition of services
B. Interfaces between the service catalogue and service portfolio
C. Interfaces between all services and supporting services
D. Fulfilment of business service requests
Question 72
Which statement about costs is CORRECT?
A. Costs removed from the consumer are part of service consumption
B. Costs removed from the consumer are part of the value proposition
C. Costs imposed on the consumer are costs of service utility
D. Costs imposed on the consumer are costs of service warranty B is correct. From the service consumer’s perspective, there are two types of cost involved in service relationships: costs removed from the consumer by the service (a part of the value proposition). This may include costs of staff, technology, and other resources,
Which the consumer does not need to provide costs imposed on the consumer by the service (the costs of service consumption). The total cost of consuming a service includes the price charged by the service provider (if applicable), plus other costs such as staff training, costs of network utilization, procurement, et
C. Some consumers describe this as
What they have to ‘invest’ to consume the service.
Question 73
Which activity captures the demand for incident resolution and service requests?
A. Service catalogue management
B. Service desk
C. Change control
D. Problem management
Question 74
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
A. Feedback should only be taken into account when one iteration fails to meet its objective
B. Each iteration should be designed before starting the initiative and implemented without feedback
C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
D. Each iteration should be continually re-evaluated based on feedback
Question 75
What is a recommendation of the 'focus on value' guiding principle?
A. Focus on value for the service provider first
B. Focus on value at every step of the improvement
C. Make 'focus on value' a responsibility of the management
D. Focus on the value of new and significant projects first
Question 76
Which guiding principle considers the importance of customer loyalty?
A. Optimize and automate
B. Progress iteratively with feedback
C. Focus on value
D. tart where you are
Question 77
Which are phases of the release and deployment process?
1. Release build and test 2. Review and close 3. Categorize and record 4. Change authorization and schedule A. 1 and 2
B. 2 and 4
C. 1 and 3
D. 3 and 4 ITIL3
Question. ITIL 4 has seperate Release Practice and Deplyment Practice
Question 78
Which statement about problems is CORRECT?
A. Problems must be resolved quickly in order to restore normal business activity. A is correct
B. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
C. Problems are not related to incidents
D. Problem prioritization involves risk assessment.
Question 79 ITIL3
Question.
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
A. Service-based SLA view
B. Retail customer view
C. Supporting services view
D. Wholesale customer view
Question 80
Which guiding principle says that services and processes should NOT provide a solution for every exception?
A. Think and work holistically
B. Collaborate and promote visibility
C. Optimize and automate
D. Keep it simple and practical
Question 81 ITIL3
Question.
What is the primary focus of business capacity management?
A. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
B. Review of all capacity supplier agreements and underpinning contracts with supplier management
C. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
Question 82
What is the reason for using a balanced bundle of service metrics?
A. It reduces the number of metrics that need to be collected
B. It reports each service element separately
C. It provides an outcome-based view of services
D. It facilitates the automatic collection of metrics "Some of the key requirements for successful SLAs include: •They must be related to a defined ‘service’ in the service catalogue; otherwise they are simply individual metrics without a purpose, that do not provide adequate visibility or reflect the service perspective. •They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes. •They should reflect an ‘agreement’, i.e. engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers. •They must be simply written and easy to understand and use for all parties."
Question 83
Which statement about the 'incident management' practice is CORRECT?
A. It identifies the cause of major incidents.
B. It resolves the highest impact incidents first.
C. It authorizes changes to resolve incidents
D. It maintains detailed procedures for diagnosing incidents.
Question 84
What is the MAIN benefit of 'problem management'?
A. Maximizing the number of successful changes
B. Reducing the number and impact of incidents
C. Managing workarounds and known errors
D. Restoring normal service as quickly as possible "B is correct. The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors."
Question 85 In
Which situation will incident management USUALLY use a separate process?
A. For information security incidents
B. For low impact incidents
C. Where no target resolution time exists
D. Where the cause must be diagnosed
Question 86
What can be described as an operating model for the creating and management of products and services?
A. Service value chain
B. Practices
C. Governance
D. Guiding principles
Question 87
Which TWO are inputs to the service value system?
1 Demand 2 Products 3 Value 4 Opportunity A. 1 and 4
B. 2 and 3
C. 3 and 4
D. 1 and 2
Question 88
What is defined as a change of state that has significate for the management of an IT service?
A. Event
B. Incident
C. Known error
D. Problem
Question 89
What is the purpose of service level management?
A. To ensure that all current and planned IT services are delivered to agreed achievable targets.
B. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).
C. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications
D. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
Question 90 ITIL3
Question.
What should a release policy include?
A. The process owner and process manager for each type of release
B. The roles and responsibilities for incident and problem resolution
C. The naming convention and expected frequency of each type of release
D. The naming convention for all configuration items (CI) recorded in the configuration management system
Question 91
Which is a key consideration for the guiding principle 'keep it simple and practical'?
A. Ignore the conflicting objectives of different stakeholders
B. Try to create a solution for every exception
C. Start with a complex solution, then simplify
D. Understand how each element contributes to value creation
Question 92
Which statement about the 'continual improvement' practice is CORRECT?
A. A single continual improvement register should be maintained by senior management.
B. It is the role of senior management to authorize improvement initiatives.
C. Training should be provided to those involved in continual improvement
D. Continual improvement participation should be limited to a small dedicated team. "C is correct. Training and other enablement assistance should be provided to staff members to help them feel prepared to contribute to continual improvement. "
Question 93
Which practice has a purpose that includes ensuring that risks have been properly assessed?
A. Change control
B. Problem management
C. Service configuration management
D. ervice level management
Question 94
Which statement BEST describes the value of service strategy to the business?
A. It allows higher volumes of successful change
B. It reduces the duration and frequency of service outages
C. It enables the service provider to understand
What levels of service will make their customers successful
D. It reduces unplanned costs through optimized handling of service outages
Question 95
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
A. Monitoring and event management
B. Continual improvement
C. Information security management
D. ervice level management
Question 96
Which describes a set of defined steps for implementing improvements?
A. The 'continual improvement register'
B. The 'engage' value chain activity
C. The 'improve' value chain activity
D. The 'continual improvement model' D is correct. To support continual improvement at all levels, the ITIL SVS includes the ITIL continual improvement model,
Which provides organizations with a structured approach to implementing improvements
Question 97
Which 'service level management' activity helps staff to deliver a more business-focused service?
A. Creating targets based on the percentage of uptime of a service
B. Measuring low-level operational activities
C. Using complex technical terminology in service level agreements (SLAs)
D. Understanding the ongoing requirements of customers
Question 98
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
A. Service request management
B. Continual improvement
C. Problem management
D. Incident management
Question 99
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
A. Progress iteratively with feedback
B. Start where you are
C. Keep is simple and practical
D. Focus on value
Question 100 ITIL3
Question.
Which is the CORRECT of the 'R' role in a RACI matrix?
A. This role has ownership of the end result
B. This role ensures that activities are executed correctly
C. This role ensures the flow of information to stakeholders
D. This role is involved in providing knowledge and input
Question 101
Which term describes the functionality offered by a service?
A. cost
B. Risk
C. Warranty
D. Utility
Question 102
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
A. Problem management
B. Change enablement
C. Information security management
D. ervice configuration management
Question 103 ITIL3
Question.
Which is an objective of the design coordination process?
A. To produce service design packages and ensure they are handed over to service transition
B. To assess and evaluate all changes and their impact on service designs
C. To document the initial structure and relationship between services and customers
D. To gather and document new service level requirements from the customer
Question 104
What is the MOST important reason for prioritizing incidents?
A. To ensure that user expectations are realistic
B. To ensure that incidents with highest impact are resolved first
C. To help information-sharing are learning
D. To provide links to related changes and known errors
Question 105
Which guiding principle considers
Which parts of an existing process should be kept by identifying how they contribute to value creation?
A. Collaborate and promote visibility
B. Keep it simple and practical
C. Think and work holistically
D. Progress iteratively with feedback B is correct. When analyzing a practice, process, service, metric, or other improvement targets, always ask whether it contributes to value creation. If value is not being created, then eliminate the unnecessary steps to simplify the process.
Question 106
Which statement about outcomes is CORRECT9 A. Outcomes provide assurance to stakeholders on how a service performs
B. An outcome defines the amount of money spent on technology for a service
C. An outcome depends on at least one output to deliver a result
D. Outcomes enable products to be delivered to a stakeholder
Question 107
Which of the following is an example of workaround?
A. A defective network switch is replaced with a new one
B. An email server is restored after an incident is reported
C. Server memory is increased when the server is unresponsive
D. A server is restarted to resolve an incident
Question 108
What is the purpose of problem management?
A. Ensures services are restored as soon as possible
B. Helps direct the incident to the correct support area
C. Determines how the service provider is perceived
D. Reduces the likelihood and impact of incidents
Question 109
Which practice makes use of methods from Lean. Agile and DevOps?
A. Problem management
B. Continual improvement
C. Incident management
D. ervice desk
Question 110 Identify the missing word in the following sentence. A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption. A. Suppliers
B. products
C. Requirements
D. Resources
Question 111 How should an organization include third-party suppliers in the continual improvement of services?
A. Ensure suppliers include details of their approach to service improvement in contracts
B. Require evidence that the supplier implements all improvements using project management practices
C. Ensure that all supplier problem management activities result in improvements
D. Require evidence that the supplier uses agile development methods
Question 112 How do all value chain activities transform inputs to outputs?
A. By using a single functional team
B. By determining service demand
C. By using a combination of practices
D. By implementing process automation
Question 113
Which statement about emergency changes is CORRECT?
A. Emergency changes should be authorized and implemented as service requests
B. Emergency changes must be fully documented before authorization and implementation
C. The testing of emergency can be eliminated in order to implement the change quickly
D. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
Question 114 Identify the missing words in the following sentence. The management of information security incidents usually requires [?
]. A. A separate process
B. Specialist teams
C. Immediate escalation
D. Third party support A is correct. There are usually separate processes for managing major incidents, and for managing information security incidents.
Question 115 How should automation be implemented?
A. By initially concentrating on the most complex tasks
B. By replacing the existing tools first
C. By optimizing as much as possible first
D. By replacing human intervention wherever possible C is correct. Optimize first
Question 116 ITIL3
Question.
Which is an important principle of communication in service operation?
A. Meetings are always the best method of communication
B. It is stored in the configuration management system
C. It has an intended purpose or a resultant action D18912E1457D5D1DDCBD40AB3BF70D5D
D. Information should always be communicated
Question 117
What is the purpose of the 'monitoring and event management' practice?
A. To systematically observe services and service components
B. To capture demand for incident resolution and service requests
C. To restore normal service operation as quickly as possible
D. To manage workarounds and known errors
Question 118
What considerations influence the supplier strategy of an organization?
A. Level of formality
B. Corporate culture of the organization
C. Type of cooperation with suppliers
D. Contracts and agreements
Question 119
Which is an example of improving service utility using service management automation?
A. Pre-determined routing of a service request
B. Faster resource allocation
C. Monitoring service availability
D. Reducing the time to compile service data A is correct. In its simplest form, however, automation could also mean the standardization and streamlining of manual tasks, such as defining the rules of part of a process to allow decisions to be made 'automatically'. Efficiency can be greatly increased by reducing the need for human involvement to stop and evaluate each part of a process.
Question 120 Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed. A. assets
B. customers
C. CIs
D. uppliers
Question 121
What is defined as "the role that uses services?
A. User
B. Service consumer
C. Sponsor
D. Customer
Question 122
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
A. Developers
B. Customers
C. Relationship managers
D. uppliers
Question 123
Which statement about service requests is CORRECT?
A. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
B. Service requests require workflows that should use manual procedures and avoid automation
C. Complex service requests should be dealt with as normal changes
D. ervice requests that require simple workflows should be dealt with as incidents
Question 124
Which is a key requirement for a successful service level agreement?
A. It should relate to simple operational metrics
B. It should be written in legal language
C. It should be simply written and easy to understand
D. It should be based on the service provider's view of the service
Question 125
Which is an activity of the 'problem management' practice?
A. Prioritization of problems based on the risk that they pose
B. Resolution of incidents in a time that meet customer expectations
C. Restoration of normal service operation as quickly as possible
D. Authorization of changes to resolve the cause of problems.
Question 126
Which describes a CORRECT approach to change authorization?
A. Emergency changes should be authorized by as many people as possible to reduce risk
B. Changes included in the change schedule are pre-authorized and do not need additional authorization
C. formal changes should be assessed and authorized before they are deployed
D. formal changes are typically implemented as service requests and authorized by the service desk
Question 127
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
A. Change control
B. Relationship management
C. Monitoring and event management
D. Release management
Question 128
Which of the four dimensions focuses or managing data in compliance with industry regulations?
A. Partners and suppliers
B. Information and technology
C. Value streams and processes
D. Organizations and people
Question 129 When should a full risk assessment and authorization be carried out for a standard change?
A. At least once a year
B. When the procedure for the standard change is created
C. When an emergency change is requested
D. Each time the standard change is implemented B is correct. Standard changes: These are low-risk, pre-authorized changes that are well understood and fully documented, and can be implemented without needing additional authorization. They are often initiated as service requests, but may also be operational changes. When the procedure for a standard change is created or modified, there should be a full risk assessment and authorization as for any other change. This risk assessment does not need to be repeated each time the standard change is implemented; it only needs to be done if there is a modification to the way it is carried out.
Question 130
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
A. Service consumption
B. The'release management' practice
C. Service relationship management
D. The service value system
Question 131
What should be done for every problem?
A. It should have a workaround to reduce the impact
B. It should be diagnosed to identify possible solutions
C. It should be resolved so that it can be closed
D. It should be prioritized based on its potential impact and probability
Question 132
Which guiding principle discourages 'silo activity'?
A. Collaborate and promote visibility
B. Keep it simple and practical
C. Start where you are
D. Focus on value
Question 133
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
A. A normal change
B. An emergency change
C. An internal change
D. A standard change
Question 134
What should be done first when applying the 'focus on value' guiding principle?
A. Identify all suppliers and partners involved in the service
B. Determine who the service consumer is in each situation
C. Determine the cost of providing the service
D. Identify the outcomes that the service facilitates B is correct. When focusing on value, the first step is to know who is being served. In each situation the service provider must, therefore, determine who the service consumer is and who the key stakeholders are (for example, customers, users, or sponsors; see section 2.2 for more details). In doing this, the service provider should consider who will receive value from
What is being delivered or improved.
Question 135
Which is an activity of 'problem identification'?
A. Establishing potential permanent solutions
B. Establishing problem workarounds
C. Analyzing information from software developers
D. Analyzing the cause of problems
Question 136
Which is included in the purpose of the 'change enablement' practice?
A. Ensure that risks have been property assessed
B. Plan and manage the full lifecycle of all IT assets
C. Record and report selected changes of state
D. Make new and changed services available for use
Question 137
Which step of the continual improvement model includes baseline assessments?
A. Did we get there?

B. Where do we want to be?

C. Where are we now?

D.
What is the vision?
C is correct. A. Did we get there?
Evaluate measurements and metrics.
B. Where do we want to be?
Define measurable targets.
C. Where are we now?
Perform baseline assessments
D.
What is the vision?
Business vision, strategy, goals and objectives.
Question 138
What is a problem that has been analysed but has not been resolved?
A. Workaround
B. Known error
C. Event
D. Incident
Question 139
Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?
A. Information and technology
B. Partners and suppliers
C. Value streams and processes
D. Organizations and people B is correct. The partners and suppliers dimension encompasses an organization's relationships with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services. It also incorporates contracts and other agreements between the organization and its partners or suppliers.
Question 140 Identity the missing word(s) in the blowing sentence. The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?
]. A. events
B. known errors
C. IT assets
D. charges
Question 141
What are guiding principles?
A. A set of interconnected activities that help an organization deliver a valuable service
B. A description of one or more services that help address the needs of a target consumer group
C. Recommendations that help an organization when adopting a service management approach
D. A set of specialized organizational capabilities for enabling value for customers
Question 142
Which usually requires a team of representatives from many stakeholder groups?
A. Logging a new problem
B. Authorizing an emergency change
C. Fulfilling a service request
D. Investigating a major incident
Question 143
What describes how components and activities work together to facilitate value creation?
A. The ITIL service value system
B. The four dimensions of service management
C. A service relationship
D. The ITIL guiding principles
Question 144
Which is a recommendation of the guiding principle 'think and work holistically'?
A. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
B. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
C. Review service management practices and remove any unnecessary complexity
D. Conduct a review of existing service management practices and decide
What to keep and
What to discard
Question 145
Which is a key element of :he 'think and work holistically' guiding principle?
A. Understanding the methods applicable to complex systems
B. Using technology for standard tasks to give people time for complex activities
C. Eliminating metrics
Which do not contribute to achieving an objective
D. Assessing
Which procedures can be re-used when improving a service A is correct. Recognize the complexity of the systems Different levels of complexity require different heuristics for decision-making. Applying methods and rules designed for a simple system can be ineffective or even harmful in a complex system, where relationships between components are complicated and change more frequently.
Question 146
Which of these activities is carried out as part of 'problem management'?
A. Escalating incidents to a support team for resolution
B. Trend analysis of incident records
C. Diagnosing and resolving incidents
D. Creating incident records
Question 147
Which TWO statements about an organization's culture are CORRECT?
(Choose two.) 1. It is created from shared values based on how it carries out its work 2. It is determined by the type of technology used to support services 3. It should be based on the culture of prospective suppliers 4. It should be based on the objectives of the organization A. 1 and 4
B. 2 and 3
C. 3 and 4
D. 1 and 2
Question 148
Which is handled as a service request?
A. A compliment about an IT support team
B. An investigation to identify the cause of an incident
C. An emergency change to implement a security patch
D. The failure of an IT service A is correct. Service requests are a normal part of service delivery and are not a failure or degradation of service. Feedbacks, compliments and complaints are activities of service requests.
Question 149
Which practice identifies metrics that reflect the customer's experience of a service?
A. Service level management
B. Continual improvement
C. Problem management
D. ervice desk
Question 150
Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery 2. Complaints can be handled as service requests 3. Service requests result from a failure in service 4. Normal changes should be handled as service requests A. 1 and 2
B. 1 and 4
C. 3 and 4
D. 2 and 3
Question 151
Which guiding principle considers customer and user experience?
A. Start where you are
B. Collaborate and promote visibility
C. Keep it simple and practical
D. Focus on value
Question 152
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
A. Categorization
B. Detection
C. Prioritization
D. Escalation
Question 153
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
A. Service configuration management
B. Monitoring and event management
C. Service desk
D. IT asset management
Question 154
Which practice provides users with a way to get various requests arranged, explained and coordinated?
A. Service level management
B. Relationship management
C. Continual improvement
D. ervice desk Correct Answer: D Over time, the focus of service desks has broadened from simply logging and resolving technical issues, to proving more comprehensive support for people and the business. They are increasingly being used to get various matters arranged, explained, and coordinated. The service desk has a major influence on user experience and how the service provider is perceived by the users. By understanding and acting on the business context of transactional activity (i.e. logging tickets), the service desk is better placed to add value to the organization.
Question 155
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
A. A standard change
B. A change model
C. A normal change
D. An emergency change
Question 156
Which statement about the automation of service requests is CORRECT?
A. Service requests and their fulfillment should be carried out by service desk staff without automation
B. Service requests that cannot be automated should be handled as incidents
C. Service requests and their fulfillment should be automated as much as possible
D. ervice requests that cannot be automated should be handled as problems ITIL.ITIL-4-Foundation.v2022-03-15.q150
Question 150
Question 1
Which is part of the definition of a customer?
A. The role that authorizes budget for service consumption
B. The role that defines the requirements for a service
C. A means of enabling value co-creation
D. A set of specialized organizational capabilities for enabling value
Question 2
What is warranty?
A. The amount of money spent on a specific activity or resource
B. The perceived benefits, usefulness and importance of something
C. Assurance that a product or service will meet agreed requirements
D. The functionality offered by a product or service to meet a particular need
Question 3
Which value chain activity ensures that ongoing service activity meets user expectations?
A. Engage
B. Deliver and support
C. Plan
D. Obtain/build
Question 4
Which practice makes use of methods from Lean. Agile and DevOps?
A. Incident management
B. Service desk
C. Continual improvement
D. Problem management
Question 5
Which practice has a purpose that includes ensuring that risks have been properly assessed?
A. Service level management
B. Service configuration management
C. Problem management
D. Change control
Question 6
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
A. Partners and suppliers
B. Information and technology
C. Organizations and people
D. Value streams and processes
Question 7
Which will help solve incidents more quickly?
A. Target resolution times
B. Escalating all incidents to support teams
C. Detailed procedural steps for incident investigation
D. Collaboration between teams
Question 8
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
A. Incident management
B. Service level management
C. IT asset management
D. Monitoring and event management
Question 9
Which practice provides support for managing feedback, compliments and complaints from users?
A. Incident management
B. Service request management
C. Change control
D. Problem management
Question 10
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
A. Understanding the organization's vision
B. Understanding stakeholder needs
C. Meeting stakeholder expectations
D. Ensuring service components are available The purpose of 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.
Question 11
Which process is used to compare the value that new services offer with the value of the services they have replaced?
A. Service catalogue management
B. Availability management
C. Capacity management
D. ervice portfolio management
Question 12
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
A. Service configuration management
B. Service request management
C. Change enablement
D. Deployment management
Question 13
Which statement about the 'change enablement' practice is CORRECT?
A. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
B. Emergency changes are changes that must be fully tested and fully documented prior to implementation
C. Service requests are usually normal changes that can be implemented quickly without authorization
D. tandard changes are changes that need to be scheduled, assessed and authorized following a standard process
Question 14
What is the purpose of the 'monitoring and event management' practice?
A. To systematically observe services and service components
B. To manage workarounds and known errors
C. To restore normal service operation as quickly as possible
D. To capture demand for incident resolution and service requests
Question 15
What is a definition of a problem?
A. An incident for
Which a full resolution is not yet available
B. Any change of state that has significance for the management of a configuration item (CI)
C. A cause, or potential cause, of one or more incidents
D. An unplanned interruption to a service, or reduction in the quality of a service
Question 16
Which practice owns and manages issues, queries and requests from users?
A. Problem management
B. Service desk
C. Change control
D. Incident management
Question 17
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
A. Monitoring and event management
B. Change control
C. Release management
D. Relationship management
Question 18
Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation 2. Providing a variety of channels for access 3. Establishing a shared view of targets 4. Policies for approvals A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Question 19
What are the MOST important skills required by service desk staff?
A. Problem resolution skills
B. Supplier management skills
C. Incident analysis skills
D. Technical skills
Question 20
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
Question 21
Which is a use of a change schedule?
A. Speeding up the planning and authorization of emergency changes
B. Providing a means of initiating and assessing normal changes
C. Providing information about deployed changes to help manage incidents and problems
D. Tracking and managing improvement ideas from identification through to final action
Question 22
Which practice would help a user gain access to an application that they need to use?
A. Service request management
B. Service configuration management
C. Change enablement
D. ervice level management
Question 23
Which action is performed by a service provider?
A. Ensuring access to agreed resources
B. Receiving of the agreed goods
C. Requesting required service actions
D. Authorizing budget for service consumption
Question 24 How should an organization adopt continual improvement methods?
A. Select a few key methods for the types of improvement that the organization handles
B. Build the capability to use as many improvement methods as possible
C. Select a single method for all improvements that the organization handles
D. Use a new method for each improvement the organization handles
Question 25 Identify the missing word in the following sentence. A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services A. configuration item
B. problem
C. change
D. risk
Question 26
What is a configuration item?
A. Any financially valuable component that can contribute to delivery of an IT product or service
B. Any component that needs to be managed in order to deliver an IT service
C. Any change of state that has significance for the management of a service
D. A problem that has been analyzed but has not been resolved
Question 27 Identify the missing words in the following sentence. When an organization has decided to improve a service, it should start by considering [?
]. A. new methods
B. existing information
C. revised processes
D. additional measurements
Question 28 In service relationships,
What is a benefit of identifying consumer roles?
A. It provides shared service expectations
B. It removes constraints from the customer
C. It enables effective stakeholder management
D. It enables a common definition of value
Question 29
Which statement about problems is CORRECT?
A. Problems must be resolved quickly in order to restore normal business activity.
B. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
C. Problems are not related to incidents
D. Problem prioritization involves risk assessment.
Question 30
Which describe a 'change authority'?
A. A tool used to help plan changes
B. A person who approves a change
C. a model used to determine who will assess a change
D. A way to manage the people aspects of change
Question 31 Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?
]. A. services
B. values
C. elements
D. assets
Question 32 Why should incidents be prioritized?
A. To identify
Which support team the incident should be escalated to
B. To ensure that incidents with the highest business impact are resolved first
C. To help automated matching of incidents to problems or known errors
D. To encourage a high level of collaboration within and between teams
Question 33
What is an IT asset?
A. The removal of anything that could have a direct or indirect effect on services
B. A request from a user that initiates a service action
C. Any component that needs to be managed in order to deliver a service
D. Any financially valuable component that can contribute to delivery of an IT product or service
Question 34
What is the purpose of service level management?
A. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
B. To ensure that all current and planned IT services are delivered to agreed achievable targets.
C. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications
D. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).
Question 35
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
A. Incident management
B. Deployment management
C. Supplier management
D. Problem management
Question 36
Which statement about a 'continual improvement register' is CORRECT?
A. It should be managed at the senior level of the organization
B. It should be used to capture user demand
C. It should be re-prioritized as ideas are documented
D. There should only be one for the whole organization
Question 37
Which is a use of the change schedule?
A. Assigning resources to changes
B. Creating change models
C. Automating the change process
D. Deciding the approval authority for changes
Question 38
What are the types of asset management?
A. Operational management and IT asset management
B. IT asset management and technical management
C. IT asset management and software asset management
D. Operational and technical management
Question 39 When should a full risk assessment and authorization be carried out for a standard change?
A. When an emergency change is requested
B. Each time the standard change is implemented
C. When the procedure for the standard change is created
D. At least once a year
Question 40
Which guiding principle considers customer and user experience?
A. Start where you are
B. Collaborate and promote visibility
C. Focus on value
D. Keep it simple and practical
Question 41
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
A. An emergency change
B. A standard change
C. A change model
D. A normal change
Question 42
Which describes a CORRECT approach to change authorization?
A. Changes included in the change schedule are pre-authorized and do not need additional authorization
B. formal changes are typically implemented as service requests and authorized by the service desk
C. formal changes should be assessed and authorized before they are deployed
D. Emergency changes should be authorized by as many people as possible to reduce risk
Question 43
What is defined as any component that needs to be managed in order to deliver an IT service?
A. A service request
B. An IT asset
C. A configuration item (CI)
D. An incident
Question 44
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
A. Feedback should only be taken into account when one iteration fails to meet its objective
B. Each iteration should be designed before starting the initiative and implemented without feedback
C. Each iteration should be continually re-evaluated based on feedback
D. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
Question 45
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
A. Problem management
B. Supplier management
C. Release management
D. ervice desk
Question 46 How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on 2.It ensures the organization meets defined service levels 3.It defines the workflows for service requests 4.It supports progress discussions A. 1 and 4
B. 2 and 3
C. 1 and 2
D. 3 and 4
Question 47
Which value chain activity ensures the availability of service components?
A. Engage
B. Deliver and support
C. Obtain/build
D. Improve
Question 48
Which is a key requirement for a successful service level agreement?
A. It should be based on the service provider's view of the service
B. It should relate to simple operational metrics
C. It should be simply written and easy to understand
D. It should be written in legal language
Question 49
Which activity is part of the 'continual improvement' practice?
A. Logging and managing incidents that result in improvement opportunities
B. Authorizing changes to implement improvements
C. Identifying the cause of incidents and recommending related improvements
D. Making business cases for improvement action
Question 50
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
A. Focus on value
B. Think and work holistically
C. Start where you are
D. Keep it simple and practical
Question 51
Which is a purpose of the 'service desk' practice?
A. To support the agreed quality of a service by handling all pre-defined, user-initiated service requests
B. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
C. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
D. To be the entry point and single point of contact for the service provider with all of its users
Question 52
Which statement about outcomes is CORRECT?
A. Outcomes rely on outputs to deliver results for a stakeholder.
B. Outcomes gives service consumers assurance of products or services
C. Outcomes help a service consumers to assess the cost of a specific activity
D. Outcomes use activities to produce tangible or intangible deliverables.
Question 53
What impact does automation have on a service desk?
A. Ability to work from multiple locations, geographically dispersed
B. Ability to work from a single centralised location
C. Increased phone contact and a reduced ability to focus on user experience
D. Less low level work and a greater ability to focus on user experience
Question 54
Which statement BEST describes the value of service strategy to the business?
A. It reduces unplanned costs through optimized handling of service outages
B. It enables the service provider to understand
What levels of service will make their customers successful
C. It reduces the duration and frequency of service outages
D. It allows higher volumes of successful change
Question 55
Which is provided by the 'engage' value chain activity?
A. Ensuring that stakeholder expectations for quality are met
B. Ensuring that service components are available when needed
C. Ensuring that stakeholder needs are understood by the organization
D. Ensuring that services are operated to meet agreed specifications
Question 56
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
A. Focus on value
B. Progress iteratively with feedback
C. Optimize and automate
D. Keep it simple and practical
Question 57
Which service transition process provides guidance about converting data into information?
A. Knowledge management
B. Change evaluation D18912E1457D5D1DDCBD40AB3BF70D5D
C. Service asset and configuration management
D. ervice validation and testing
Question 58
What does 'change enablement' PRIMARILY focus on?
A. Changes to service levels
B. Changes to organizational structure
C. Changes to products and services
D. Changes to skills and competencies
Question 59
Which is included in the purpose of the 'change enablement' practice?
A. Ensure that risks have been property assessed
B. Make new and changed services available for use
C. Record and report selected changes of state
D. Plan and manage the full lifecycle of all IT assets
Question 60
What includes governance as a component?
A. The service value system
B. The service value chain
C. The guiding principles
D. Practices
Question 61
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
A. Optimize and automate
B. Think and work holistically
C. Start where you are
D. Focus on value
Question 62 Identify the missing word in the following sentence. A user is [?] that uses services. A. a role
B. an organization
C. a supplier
D. a team
Question 63 Who is responsible for defining metrics for change management?
A. The continual service improvement manager
B. The change management process owner
C. The change advisory board (CAB)
D. The service owner
Question 64
What is recommended by the guiding principle 'progress iteratively with feedback'?
A. A current state assessment that is carried out at the start of an improvement initiative
B. The identification of all interested parts at the start of an improvement initiative
C. An improvement initiative that is broken into a number of manageable sections
D. An assessment of how all the parts of an organization will affect an improvement initiative
Question 65 Identify the missing words in the following sentence. The management of information security incidents usually requires [?
]. A. Specialist teams
B. A separate process
C. Immediate escalation
D. Third party support
Question 66
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
A. Change enablement
B. Service request management
C. Problem management
D. ervice level management
Question 67
What is used to link activities within the service value chain?
A. Service desk
B. Opportunity, demand and value
C. Service level agreements
D. Inputs, outputs and triggers D... From ITIL 4: These activities represent the steps an organization takes in the creation of value. Each activity transforms inputs into outputs. These inputs can be demand from outside the value chain or outputs of other activities . All the activities are interconnected,
Which each activity receiving and providing triggers for further actions.
Question 68
Which guiding principle considers the importance of customer loyalty?
A. Start where you are
B. Optimize and automate
C. Focus on value
D. Progress iteratively with feedback
Question 69
Which guiding principle recommends assessing the current state and deciding
What can be reused?
A. Progress iteratively with feedback
B. Collaborate and promote visibility
C. Start where you are
D. Focus on value
Question 70
Which statement about the 'continual improvement' practice is CORRECT?
A. Training should be provided to those involved in continual improvement.
B. Continual improvement participation should be limited to a small dedicated team.
C. A single continual improvement register should be maintained by senior management
D. It is the role of senior management to authorize improvement initiatives.
Question 71
What varies in size and complexity, and uses functions to achieve its objectives?
A. An outcome
B. An organization
C. A risk
D. A practice
Question 72
Which is NOT a component of the service value system?
A. The guiding principles
B. Practices
C. Governance
D. The four dimensions of service management
Question 73
Which should be handled by 'service request management'?
A. A request to implement a security patch
B. A request to change a target in a service level agreement
C. A request to provide a laptop
D. A request to resolve an error in a service
Question 74
Which ITIL concept describes governance?
A. The seven guiding principles
B. The service value system
C. The service value chain
D. The four dimensions of service management
Question 75
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
A. Optimize and automate
B. Focus on value
C. Collaborate and promote visibility
D. Progress iteratively with feedback
Question 76
Which practice identifies metrics that reflect a customer experience of a service?
A. Problem management
B. Continual improvement
C. Service desk
D. ervice level management
Question 77
What should a release policy include?
A. The process owner and process manager for each type of release
B. The roles and responsibilities for incident and problem resolution
C. The naming convention and expected frequency of each type of release
D. The naming convention for all configuration items (CI) recorded in the configuration management system
Question 78
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
A. Service level management
B. Information security management
C. Continual improvement
D. Monitoring and event management
Question 79
What is an incident?
A. A possible future event that could cause harm
B. A service interruption resolved by the use of self-help tools
C. The planned removal of an item that might affect a service
D. A result enabled by one or more outputs
Question 80
What should all 'continual improvement' decisions be based on?
A. Details of how services are measured
B. An up-to-date balanced scorecard
C. Accurate and carefully analysed data
D. A recent maturity assessment
Question 81
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
A. A normal change
B. A standard change
C. An emergency change
D. An internal change
Question 82
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
A. Service request management
B. Service level management
C. Incident management
D. Change management The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Incident management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders of the service provider. https://www.bmc.com/blogs/itil-incident-management/
Question 83
Which practice may involve the initiation of disaster recovery?
A. Service level management
B. Incident management
C. Service request management
D. IT asset management
Question 84
Which processes are responsible for the regular review of underpinning contracts?
A. Supplier management and change management
B. Supplier management and availability management
C. Availability management and service level management
D. upplier management and service level management
Question 85 Identify the missing word in the following sentence. Sponsor is the role that authorizes budget for service [?
) A. management
B. provision
C. value
D. consumption
Question 86
Which is a key requirement for a successful service level agreement (SLA)?
A. Using an agreement between the service provider and service supplier
B. Using single-system-based metrics that relate to outputs
C. Using individual metrics that relate to the service catalogue
D. Using bundled metrics to relate performance to outcomes
Question 87
Which is a way of applying the guiding principle 'focus on value'?
A. Recognizing the complexity of systems
B. Comprehending the whole, but doing something
C. Understanding how service consumers use services
D. Doing fewer things, but doing them better
Question 88
What term is used to describe whether a service will meet availability, capacity and security requirements?
A. Value
B. Warranty
C. Utility
D. Outcomes
Question 89
Which statement about service desks is CORRECT?
A. The service desk should remain isolated from technical support teams
B. The service desk should escalate all technical issues to support and development teams
C. The service desk should work in close collaboration with support and development teams
D. The service desk should rely on self-service portals instead of escalation to support teams
Question 90
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement 2. Service request management 3. Service level management 4. Change control A. 1 and 2
B. 1 and 4
C. 2 and 3
D. 3 and 4
Question 91
What MAIN factors are considered to assess the priority of an incident?
A. The cost and urgency
B. The complexity and cost
C. The impact and complexity
D. The urgency and impact
Question 92
What is a definition of a service improvement plan (SIP)?
A. A formal plan to implement improvements to a customer's business processes
B. An input from availability management to service level management, detailing the service design plan
C. A formal plan to implement improvements to a service or process
D. An input from financial management for IT services to service level management, detailing the budget plan
Question 93
What is a change schedule PRIMARILY used for?
A. To publish a list of service requests that users can select
B. To help plan changes, assist in communication and avoid conflicts
C. To ensure that a single change authority reviews every change
D. To help plan, authorize and schedule emergency changes
Question 94
Which is a risk that might be removed from a service consumer by an IT service?
A. Service provider ceasing to trade
B. Cost of purchasing servers
C. Security breach
D. Failure of server hardware Correct answer is D
Question 95
What is the MOST important reason for prioritizing incidents?
A. To ensure that incidents with highest impact are resolved first
B. To help information-sharing are learning
C. To provide links to related changes and known errors
D. To ensure that user expectations are realistic
Question 96 Identity the missing word in the following sentence The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of p\. and the CIs that support them, is available when and where it is needed A. relationships
B. outcomes
C. services
D. organizations
Question 97
Which is an example of a business related measurement?
A. The average time to response to change requests
B. The number of problems resolved
C. The number of passengers checked in
D. The average resolution time for incidents
Question 99
Which is a purpose of the 'relationship management' practice?
A. To be the entry point and single point of contact for the service provider with all of its users
B. To identify, analyze, monitor, and continually improve links with stakeholders
C. To protect the information needed by the organization to conduct its business
D. To systematically observe services and service components
Question 100
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
A. Incident management
B. Problem management
C. Service request management
D. Continual improvement
Question 101
Which is included in the purpose of the 'service level management' practice?
A. To ensure accurate information about the configuration of services is available
B. To set clear business-based targets for service levels
C. To maximize the number of successful service and product changes
D. To ensure that suppliers and their performance are managed appropriately
Question 102
Which is an objective of the design coordination process?
A. To produce service design packages and ensure they are handed over to service transition
B. To assess and evaluate all changes and their impact on service designs
C. To document the initial structure and relationship between services and customers
D. To gather and document new service level requirements from the customer
Question 103
What can be described as an operating model for the creating and management of products and services?
A. Governance
B. Service value chain
C. Guiding principles
D. Practices
Question 104
Which is a use of a continual improvement register?
A. Tracking and managing improvement ideas from identification through to final action
B. Describing the services designed to meet the needs of a consumer group
C. Planning changes, assisting in communication, avoiding conflicts, and assigning resources
D. electing the right method, model or technique for identifying improvements
Question 105
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
A. Local
B. Outsourced
C. Centralized
D. Virtual
Question 106
Which dimension includes the knowledge needed for the management of services?
A. Organizations and people
B. Information and technology
C. Value streams and processes
D. Partners and suppliers Correct answer is B When applied to the Service value system, the information and technology dimension includes the information and knowledge necessary for the management of service, as well as the technologies required.
Question 107
Which term relates to service levels aligned with the needs of service consumers?
A. Utility
B. Warranty
C. Cost
D. ervice management
Question 108
What describes how components and activities work together to facilitate value creation?
A. The four dimensions of service management
B. The ITIL service value system
C. A service relationship
D. The ITIL guiding principles
Question 109
What is the expected outcome from using a service value chain?
A. Service value streams
B. Customer engagement
C. Value realization
D. The application of practices
Question 110
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
A. Fast does not mean incomplete
B. Communicate in a way the audience can hear
C. If a practice is easier to follow it is more likely to be adopted
D. ometimes nothing from the current state can be re used
Question 111
Which is included in the purpose of the 'service level management' practice?
A. To set clear business-based targets for service levels
B. To maximize the number of successful service and product changes
C. To ensure that suppliers and their performance are managed appropriately
D. To ensure accurate information about the configuration of services is available
Question 112
Which of the following is NOT recommended by the guiding principle 'start where you are?
A. Collecting data directly from the source
B. Identifying
What is available to be leveraged
C. Building something completely new
D. Asking
Questions that appear to be stupid
Question 113
Which practice recommends that organizations develop competencies an techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
A. Incident management
B. Service request management
C. Change enablement
D. Continual improvement
Question 114
Which describes outcomes?
A. Results desired by a stakeholder
B. Tangible or intangible deliverables
C. Functionality offered by a product or service
D. Configuration of an organization's resources
Question 115
Which statement about the 'service desk1 practice is CORRECT?
A. It investigates the cause of incidents
B. It needs a practical understanding of the business processes
C. It provides a link with stakeholders at strategic and tactical levels
D. It carries out change assessment and authorization
Question 116 When should a workaround be created?
A. When a potential permanent solution has been identified
B. As soon as possible, once the incident is logged
C. After the resolution of a problem
D. When a problem cannot be resolved quickly
Question 117
Which is an activity of the 'incident management" practice?
A. Automating service requests to the greatest degree possible
B. Providing good-quality updates when expected
C. Performing service reviews with customers
D. Assessing and prioritizing improvement opportunities The correct Response is B From ITILv4: Incident handling : incidents will usually be escalated to a support team for resolution. Typically, the routing is based on the incident category. Anyone working on an incident should provide good-quality updates in a timely fashion. Incident management often requires a high level of collaboration within and between teams
Question 118
Which guiding principle recommends coordinating all dimensions of service management?
A. Start where you are
B. Keep it simple and practical
C. Think and work holistically
D. Progress iteratively with feedback
Question 119
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
A. The problem remains in the known error status
B. A change request is submitted to change control
C. The problem record is deleted
D. Problem management restores the service as soon as possible
Question 120
Which is part of service provision?
A. The management of resources needed to consume the service
B. The joint activities performed to ensure continual value co-creation
C. The management of resources configured to deliver the service
D. The grouping of one or more services based on one or more products
Question 121
Which is an important principle of communication in service operation?
A. It has an intended purpose or a resultant action D18912E1457D5D1DDCBD40AB3BF70D5D
B. It is stored in the configuration management system
C. Information should always be communicated
D. Meetings are always the best method of communication
Question 122
Which practice provides users with a way to get various requests arranged, explained and coordinated?
A. Service level management
B. Relationship management
C. Continual improvement
D. ervice desk Over time, the focus of service desks has broadened from simply logging and resolving technical issues, to proving more comprehensive support for people and the business. They are increasingly being used to get various matters arranged, explained, and coordinated. The service desk has a major influence on user experience and how the service provider is perceived by the users. By understanding and acting on the business context of transactional activity (i.e. logging tickets), the service desk is better placed to add value to the organization.
Question 123 In
Which situation will incident management USUALLY use a separate process?
A. Where no target resolution time exists
B. Where the cause must be diagnosed
C. For information security incidents
D. For low impact incidents
Question 124
Which is one of the five aspects of service design?
A. Corporate governance and policy
B. Management information systems and tools
C. Risk analysis and management approach
D. Management policy for business case creation
Question 125
Which statement about outcomes is CORRECT?
A. They allow service consumers to achieve a desired result.
B. They are deliverables provided to service consumers.
C. The co-create value for service providers by reducing costs and risks
D. They provide products to service providers based on outputs.
Outcome : A result for a stakeholder enabled by one or more outputs. Outcomes ARE results
Question 126
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
A. Service desk
B. Problem management
C. Continual improvement
D. Incident management
Question 127
Which TWO statements about an organization's culture are CORRECT?
(Choose two.) 1. It is created from shared values based on how it carries out its work 2. It is determined by the type of technology used to support services 3. It should be based on the culture of prospective suppliers 4. It should be based on the objectives of the organization
A. 3 and 4
B. 1 and 2
C. 2 and 3
D. 1 and 4
Question 128 Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services. A. costs
B. value
C. users
D. performances
Question 129
Which statement about standard changes is CORRECT?
A. The change can be implemented with less testing if necessary
B. A full assessment should be completed each time the change is implemented
C. The appropriate change authority should be assigned to each type of change
D. The change does not require additional authorization
Question 130
Which practice has a strong influence on the user experience and perception of the service provider?
A. Service level management
B. Supplier management
C. Change enablement
D. ervice desk
Question 131
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
A. Measured data is always more accurate than direct observation
B. It should always be used to support direct observation
C. The act of measuring always positively impacts results
D. It should always be used instead of direct observation
Question 132
Which is a purpose of the 'engage' value chain activity?
A. Ensuring the continual improvement of services
B. Providing transparency and good relationships
C. Meeting expectations for quality, costs and time-to-market
D. Ensuring that the organization's vision is understood
Question 133
Which are elements of the service value system?
A. Service provision, service consumption, service relationship management
B. Customer value, stakeholder value, organization
C. Governance, service value chain, practices
D. Outcomes, utility, warranty
Question 134
What role would be MOST suitable for someone with tots of experience working in IT and business roles?
They also have experience of managing relationships with various stakeholders, including suppliers and business managers. A. Service level manager
B. Change authority
C. Problem analyst
D. ervice desk agent
Question 135
What takes place in the "Did we get there?
" step of the continual service improvement (CSI) approach?
A. An initial baseline assessment
B. The production of a detailed CSI plan
C. Verifying that improvement targets have been achieved
D. Understanding priorities for improvement
Question 136
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
A. The complexities of the service provider's IT systems are identified.
B. Bottlenecks in the service provider's workflow are identified.
C. Service providers are able to respond more quickly to customer needs
D. The service provider gains a better understanding of the customer experience.
Question 137 Where are the details of the required performance outcomes of a service denned?
A. Service components
B. Service offerings
C. Service requests
D. ervice level agreements
Question 138
Which includes governance, management practices, and continual improvement?
A. The 'value stream and processes' dimension
B. The 'focus on value' guiding principle
C. The service value system
D. The 'deliver and support' value chain activity
Question 139 Why should service desk staff detect recurring issues?
A. To engage the correct change authority
B. To help identify problems
C. To escalate incidents to the correct support team
D. To ensure effective handling of service requests
Question 140
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
A. Service desk
B. Service level management
C. Service configuration management
D. ervice request management
Question 141
What should be considered as part of the 'partners and suppliers' dimension?
A. The activities, workflows, controls and procedures needed to achieve the agreed objectives
B. The required skills and competencies of teams and individual members of the organization
C. The information created, managed and used in the course of service provision and consumption
D. The level of integration and formality involved in the relationships between organizations
Question 142
Which dimension considers the application of artificial intelligence to service management?
A. Information and technology
B. Organizations and people
C. Partners and suppliers
D. Value streams and processes
Question 143
Which statement about the steps to fulfill a service request is CORRECT?
A. They should be brief and simple
B. They should include incident handling
C. They should be complex and detailed
D. They should be well-known and proven
Question 144
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
A. A change model
B. An emergency change
C. A standard change
D. A normal change
Question 145
What is defined as a cause, or potential cause, of one or more incidents?
A. Change
B. Problem
C. Event
D. Known error
Question 146 How can a service consumer contnbute to the reduction of nsk?
A. By fully understanding then own requirements for the service
B. By providing the service in accordance with requirements
C. By ensuring that the service provider's resources are correctly configured
D. By managing the detailed level of risk on behalf of the service provider
Question 147
What is the MAIN benefit of 'problem management'?
A. Managing workarounds and known errors
B. Maximizing the number of successful changes
C. Reducing the number and impact of incidents
D. Restoring normal service as quickly as possible
Question 148
Which statement about the known error database (KEDB) is CORRECT?
A. It is maintained by the service desk and updated with the details of each new incident
B. It is a part of the configuration management database (CMDB) and contains workarounds
C. It is maintained by problem management and is used by the service desk to help resolve incidents
D. It is maintained by incident management and contains solutions to be implemented by problem
Question 149
Which is the BEST example of a standard change?
A. The replacement of a component in response to a major incident
B. The Installation of a software application in response to a service request
C. The implementation of a critical software patch in response to a vendor security Issue
D. The review and authorization of a change requested by a customer
Question 150
Which is part of the 'focus on value' guiding principle?
A. Understanding
What services help the service consumer
B. Reducing the number of steps in the customer experience
C. Assessing services to identify parts that can be reused
D. Identifying activities that can be achieved in smaller iterations
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Progress iteratively with feedback Keep is simple and practical Start where you are Focus on value
Which practice has a purpose that includes ensuring that risks have been properly assessed?
Service configuration management Problem management Service level management Change control When should a full risk assessment and authorization be carried out for a standard change?
Each time the standard change is implemented When the procedure for the standard change is created At least once a year When an emergency change is requested
Which statement about emergency changes is CORRECT?
The testing of emergency can be eliminated in order to implement the change quickly The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly Emergency changes should be authorized and implemented as service requests Emergency changes must be fully documented before authorization and implementation
Which practice coordinates the classification, ownership and communication of service requests and incidents?
Supplier management Service desk Problem management Relationship management
What is warranty?
Assurance that a product or service will meet agreed requirements The amount of money spent on a specific activity or resource The functionality offered by a product or service to meet a particular need The perceived benefits, usefulness and importance of something
Which is part of service provision?
The management of resources configured to deliver the service The management of resources needed to consume the service The grouping of one or more services based on one or more products The joint activities performed to ensure continual value co-creation
Which statement about a ‘continual improvement register’ is CORRECT?
It should be managed at the senior level of the organization It should be used to capture user demand There should only be one for the whole organization It should be re-prioritized as ideas are documented
What are ’engage’, ‘plan’ and ‘improve’ examples of?
Service value chain activities Service level management Service value chain inputs Change control
Which statement about outcomes is CORRECT?
An outcome can be enabled by more than one output Outcomes are how the service performs An output can be enabled by one or more outcomes An outcome is a tangible or intangible activity
Which statement about service desks is CORRECT?
The service desk should work in close collaboration with support and development teams The service desk should rely on self-service portals instead of escalation to support teams The service desk should remain isolated from technical support teams The service desk should escalate all technical issues to support and development teams
Which practice updates information relating to symptoms and business impact?
Service level management Change control Service request management Incident management
Which is included in the purpose of the ‘design and transition’ value chain activity?
Ensuring that service components are available when needed Providing transparency and good stakeholder relationships Supporting services according to specifications Continually meeting stakeholder expectations for costs
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
Change control IT asset management Service desk Service request management
Which is NOT a component of the service value system?
The guiding principles Governance Practices The four dimensions of service management
Which statement about the steps to fulfill a service request is CORRECT?
They should be complex and detailed They should be well-known and proven They should include incident handling They should be brief and simple
What is defined as a cause, or potential cause, of one or more incidents?
Change Event Known error Problem
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
Start where you are Collaborate and promote visibility Keep it simple and practical Optimize and automate When should the effectiveness of a problem workaround be assessed?
Whenever the workaround is used Whenever the problem is resolved Whenever the workaround becomes a known error Whenever the problem is prioritized Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?
]. assets values elements services
Which dimension considers how knowledge assets should be protected?
Organizations and people Partners and suppliers Information and technology Value streams and processes
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
Service management Continual improvement A service An IT asset Identify the missing words in the following sentence. The management of information security incidents usually requires [?
]. Immediate escalation Specialist teams A separate process Third party support
What are the ITIL guiding principles used for?
To help an organization make good decisions To direct and control an organization To identify activities that an organization must perform in order to deliver a valuable service To ensure that an organization’s performance continually meets stakeholders’ expectations
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Each iteration should be designed before starting the initiative and implemented without feedback Feedback should only be taken into account when one iteration fails to meet its objective Feedback should be reduced for large improvements as it is unlikely that circumstances will change Each iteration should be continually re-evaluated based on feedback
What is the purpose of the ‘deployment management’ practice?
To ensure services achieve agreed and expected performance To make new or changed services available for use To move new or changed components to live environments To set clear business-based targets for service performance
Which is a service request?
Requesting a workaround for an issue Requesting information about how to create a document Requesting an enhancement to an application Requesting investigation of a degraded service Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services. costs users value performances
What is a recommendation of the ‘focus on value’ guiding principle?
Make ‘focus on value’ a responsibility of the management Focus on the value of new and significant projects first Focus on value for the service provider first Focus on value at every step of the improvement
Which guiding principle recommends standardizing and streamlining manual tasks?
Optimize and automate Collaborate and promote visibility Focus on value Think and work holistically
Which describes a set of defined steps for implementing improvements?
The ‘improve’ value chain activity The ‘continual improvement register’ The ‘continual improvement model’ The ‘engage’ value chain activity
Which is a key requirement for a successful service level agreement?
It should be written in legal language It should be simply written and easy to understand It should be based on the service provider’s view of the service It should relate to simple operational metrics When planning ‘continual improvement’,
Which approach for assessing the current state of a service is CORRECT?
An organization should always use a single technique to ensure metrics are consistent An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis An organization should always develop competencies in methodologies and techniques that will meet their needs An organization should always use an approach that combines Lean, Agile and DevOps methodologies How does a service consumer contribute to the reduction of disk?
By paying for the service By managing server hardware By communicating constraints By managing staff availability
What helps diagnose and resolve a simple incident?
Rapid escalation Formation of a temporary team The use of scripts Problem prioritization
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Change control Continual improvement Problem management Service desk
Which service level metrics are BEST for measuring user experience?
Single system-based metrics Metrics for the percentage of uptime of a service Operational metrics Metrics linked to defined outcomes
What are the MOST important skills required by service desk staff?
Incident analysis skills Technical skills Problem resolution skills Supplier management skills
Which two statements about an organization’s culture are CORRECT?
1. It is created from shared values based on how it carries out its work 2. It is determined by the type of technology used to support services 3. It should be based on the culture of prospective suppliers 4. It should be based on the objectives of the organization 1 and 2 2 and 3 3 and 4 1 and 4 When should a change request be submitted to resolve a problem?
As soon as a solution for the problem has been identified As soon as a workaround for the problem has been identified As soon as the analysis of the frequency and impact of incidents justifies the change As soon as the analysis of cost, risks and benefits justifies the change
Which guiding principle helps to ensure that better information is available for decision making?
Keep it simple and practical Think and work holistically Optimize and automate Collaborate and promote visibility
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
Information security management Monitoring and event management Incident management Change control
Which describes a standard change?
A change that needs to be scheduled, assessed and authorized following a defined process A change that is typically implemented as a service request A high-risk change that needs very thorough assessment A change that must be implemented as soon as possible How does information about problems and known errors contribute to ‘incident management’?
It enables quick and efficient diagnosis of incidents It removes the need for regular customer updates It removes the need for collaboration during incident resolution It enables the reassessment of known errors
Which practice owns and manages issues, queries and requests from users?
Incident management Service desk Change control Problem management
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
An IT asset A customer A configuration item (CI) A user
Which stakeholders co-create value in a service relationship?
Investor and supplier Consumer and provider Provider and supplier Investor and consumer
Which describes normal changes?
Changes that are low-risk and pre-authorized Changes that need to be scheduled and assessed following a process Changes that are typically initiated as service requests Changes that must be implemented as soon as possible
What is the expected outcome from using a service value chain?
Service value streams Customer engagement Value realization The application of practices
Which statement about outcomes is CORRECT?
Outcomes are one or more services that fulfill the needs of a service consumer Service providers help service consumers achieve outcomes Outcomes help service consumers achieve outputs Helping service consumers achieve outcomes reduces service provider costs
Which skill is an essential part of the ‘service level management’ practice?
Technical knowledge Listening Diagnosis Problem analysis
What are the three phases of ‘problem management’?
Problem logging, problem classification, problem resolution Incident management, problem management, change enablement Problem identification, problem control, error control Problem analysis, error identification, incident resolution
Which is a purpose of the ‘engage’ value chain activity?
Meeting expectations for quality, costs and time-to-market Providing transparency and good relationships Ensuring the continual improvement of services Ensuring that the organization’s vision is understood Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed. uppliers CIs customers assets
What is described by the service value system?
How all the components and activities of the organization work together as a system to enable value creation Services based on one or more products, designed to address needs of a target consumer group Joint activities performed by a service provider and a service consumer to ensure continual value co-creation How to apply the systems approach of the guiding principle think and work holistically
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
Problem management Supplier management Release management Service desk
What is defined as any component that needs to be managed in order to deliver an IT service?
A service request A configuration item (CI) An incident An IT asset
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Progress iteratively with feedback Focus on value Think and work holistically Keep it simple and practical
Which two statements about the ‘service request management’ practice are CORRECT?
1. Service requests are part of normal service delivery 2. Complaints can be handled as service requests 3. Service requests result from a failure in service 4. Normal changes should be handled as service requests 1 and 2 2 and 3 3 and 4 1 and 4
What is an IT asset?
Any financially valuable component that can contribute to delivery of an IT product or service Any component that needs to be managed in order to deliver a service A request from a user mat initiates a service action The removal of anything that could have a direct or indirect effect on services
Which dimension includes a workflow management system?
Organizations and people Partners and suppliers Information and technology Value streams and processes Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks. information costs utility warranty
Which of these should be logged and managed as a problem?
A user requests delivery of a laptop A monitoring tool detects a change of state for a service Trend analysis shows a large number of similar incidents ‘Continual improvement’ needs to prioritize an improvement opportunity In
Which two situations should the ITIL guiding principles be considered?
1. In every initiative 2. In relationships with all stakeholders 3. Only in specific initiatives where the principle is relevant 4. Only in specific stakeholder relationships where the principle is relevant 1 and 2 2 and 3 3 and 4 1 and 4
Which guiding principle recommends coordinating all dimensions of service management?
Start where you are Progress iteratively with feedback Think and work holistically Keep it simple and practical
What is the purpose of the ‘relationship management’ practice?
To establish and nurture the links between the organization and its stakeholders To align the organization’s practices and services with changing business needs To set clear business-based targets for service performance To support the agreed quality of a service handling all agreed, user-initiated service requests How should the workflow for a new service request be designed?
Use a single workflow for all types of service request Use different workflows for each type of service request Avoid workflows for simple service requests Leverage existing workflows whenever possible
What is the purpose of the ‘information security management’ practice?
To protect the information needed by the organization to conduct its business To observe services and service components To ensure that accurate and reliable information about the configuration of services is available when and where it is needed To plan and manage the full lifecycle of all IT assets Identify the missing word in the following sentence. The use of [?] should support, not replace
What is observed, when using the ‘start where you are’ guiding principle. measurement tools plans process How should automation be implemented?
By replacing human intervention wherever possible By replacing the existing tools first By initially concentrating on the most complex tasks By optimizing as much as possible first
Which activity is part of the ‘continual improvement’ practice?
Identifying and logging opportunities Delivering tactical and operational engagement with customers Populating and maintaining the asset register Providing a clear path for users to report issues, queries, and requests
Which competencies are required by the ‘service level management’ practice?
Problem investigation and resolution Business analysis and commercial management Incident analysis and prioritization Balanced scorecard reviews and maturity assessment
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Incident management Problem management Continual improvement Service request management
Which statement about costs is CORRECT?
Costs imposed on the consumer are costs of service utility Costs removed from the consumer are part of the value proposition Costs imposed on the consumer are costs of service warranty Costs removed from the consumer are part of service consumption
What is typically needed to assign complex incidents to support groups?
A self-help tool The incident priority A change schedule The incident category
Which practice has a purpose that includes aligning the organization’s practices and services with changing business needs?
Service level management Service configuration management Relationship management Continual improvement A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
As a change request As a service request As an event As a problem
What should be done to determine the appropriate metrics for measuring a new service?
Measuring the performance over the first six months, and basing a solution on the results Asking customers to provide numerical targets that meet their needs Asking customers open Questions to establish their requirements Using operational data to provide detailed service reports
Which dimension includes activities and workflows?
Organizations and people Information and technology Partners and suppliers Value streams and processes
What should be used to set user expectations for request fulfillment times?
The time that the customer indicates for service delivery The consumer demand for the service The time needed to realistically deliver the service The service levels of the supplier
Which is one of the five aspects of service design?
Management information systems and tools Risk analysis and management approach Management policy for business case creation Corporate governance and policy
Which statement about IT service management is CORRECT?
It is performed by customers using a mix of IT systems, services and processes It is performed by IT service providers using a mix of suppliers and their products It is performed by the service desk using a mix of people, process and technology It is performed by IT service providers using a mix of people, process and technology
Which is the CORRECT explanation of the ‘R’ role in a RACI matrix?
This role ensures that activities are executed correctly This role has ownership of the end result This role is involved in providing knowledge and input This role ensures the flow of information to stakeholders
Which statement about change management is CORRECT?
It optimizes overall business risk It optimizes financial exposure It ensures that all changes are authorized by the change advisory board (CAB) It ensures that service requests follow the normal change management process
Which statement about the ‘four Ps’ of service design is CORRECT?
Processes refers to skill and training Partners refers to suppliers and vendors People refers to technology and tools Products refers to producers and metrics
What is the primary focus of business capacity management?
Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology Review of all capacity supplier agreements and underpinning contracts with supplier management Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
Local Centralized Outsourced Virtual
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
A standard change An emergency change An internal change A normal change
Which service transition process provides guidance about converting data into information?
Change evaluation Knowledge management Service validation and testing Service asset and configuration management
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
Service-based SLA view Wholesale customer view Retail customer view Supporting services view Service transition contains detailed descriptions of
Which processes?
Change management, service asset and configuration management, release and deployment management Change management, capacity management, event management, service request management Service level management, service portfolio management, service asset and configuration management Service asset and configuration management, release and deployment management, request fulfillment
Which is an objective of the design coordination process?
To produce service design packages and ensure they are handed over to service transition To assess and evaluate all changes and their impact on service designs To document the initial structure and relationship between services and customers To gather and document new service level requirements from the customer
What MAIN factors are considered to assess the priority of an incident?
The urgency and impact The impact and complexity The cost and urgency The complexity and cost
Which term is used to describe the prediction and control of income and expenditure within an organization?
Charging Governance Budgeting Accounting Where should all master copies of controlled software and documentation be stored?
In the definitive capacity library In the definitive media library In the definitive security library In the definitive production library
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
Service operation Service transition Continual service improvement Service strategy
Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics 2. Business continuity strategy 3. Business impact analysis (BIA) 4. Risk assessment 1, 2 and 4 only 1, 2 and 3 only 2, 3 and 4 only 1, 3 and 4 only
What is NOT within the scope of service catalogue management?
Contribution to the definition of services Interfaces between all services and supporting services Interfaces between the service catalogue and service portfolio Fulfilment of business service requests
What three elements make up the Service Portfolio?
Customer portfolio, service catalogue and retired services Customer portfolio, configuration management system and service catalogue Service pipeline, service catalogue and retired services Service pipeline, configuration management system and service catalogue Who is responsible for defining metrics for change management?
The change management process owner The change advisory board (CAB) The service owner The continual service improvement manager
Which is a supplier category?
Technical Commodity Customer Resource
Which process is used to compare the value that new services offer with the value of the services they have replaced?
Availability management Capacity management Service portfolio management Service catalogue management
Which is an important principle of communication in service operation?
Information should always be communicated It has an intended purpose or a resultant action Meetings are always the best method of communication It is stored in the configuration management system
What do customer perceptions and business outcomes help to define?
The value of a service Service metrics The total cost of a service Key performance indicators (KPIs)
Which statement about metrics is CORRECT?
Process metrics can be used to measure end-to-end service performance Technology metrics can be used to measure component performance and availability Process metrics can be used to measure the utilization of a supplier’s network Technology metrics can be used to determine the overall health of a process
What takes place in the “Did we get there?
” step of the continual service improvement (CSI) approach?
An initial baseline assessment The production of a detailed CSI plan Verifying that improvement targets have been achieved Understanding priorities for improvement
Which is an example of improving service utility using service management automation?
Pre-determined routing of a service request Reducing the time to compile service data Monitoring service availability Faster resource allocation
What is the CORRECT definition of service management?
A set of specialized assets for transitioning services into the live operational environment A set of specialized organizational capabilities for delivering value to customers in the form of services The capability of supplier to deliver services to providers in exchange for money The capability of service providers to minimize their costs without reducing the value of the services
Which is the correct combination of items that makes up an IT service?
Customers, providers and documents Information technology, people and processes Information technology, networks and people People, processes and customers
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
Categorization Detection Prioritization Escalation
What can be used to help determine the impact level of a problem?
Definitive media library (DML) Configuration management system (CMS) Statement of requirements (SOR) Standard operating procedures (SOP)
Which are phases of the release and deployment process?
1. Release build and test 2. Review and close 3. Categorize and record 4. Change authorization and schedule 1 and 2 1 and 3 2 and 4 3 and 4
Which function is responsible for the management of a data centre?
Technical management Service desk Application management Facilities management
Which are the elements of process control?
Inputs, outputs and triggers Work instructions, procedures and roles Resources, capabilities and metrics Process owner, policy and objectives
Which processes are responsible for the regular review of underpinning contracts?
Supplier management and service level management Supplier management and change management Availability management and service level management Supplier management and availability management
Which statement BEST describes the value of service strategy to the business?
It allows higher volumes of successful change It reduces unplanned costs through optimized handling of service outages It reduces the duration and frequency of service outages It enables the service provider to understand
What levels of service will make their customers successful
What is a definition of a service improvement plan (SIP)?
A formal plan to implement improvements to a customer’s business processes An input from availability management to service level management, detailing the service design plan A formal plan to implement improvements to a service or process An input from financial management for IT services to service level management, detailing the budget plan
Which statement about the known error database (KEDB) is CORRECT?
It is maintained by the service desk and updated with the details of each new incident It is a part of the configuration management database (CMDB) and contains workarounds It is maintained by problem management and is used by the service desk to help resolve incidents It is maintained by incident management and contains solutions to be implemented by problem management
Which process works with incident management to ensure that security breaches are detected and logged?
Change management Service level management Access management Continual service improvement
What should a release policy include?
The process owner and process manager for each type of release The roles and responsibilities for incident and problem resolution The naming convention and expected frequency of each type of release The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
Focus on value Think and work holistically Optimize and automate Collaborate and promote
What is the purpose of the ‘problem management’ practice?
To protect the information needed by the organization to conduct its business To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Which practice would help a user gain access to an application that they need to use?
Service configuration management Change enablement Service request management Service level management Why should some service requests be fulfilled with no additional approvals?
To ensure that spending is properly accounted for To ensure that information security requirements are met To streamline the fulfillment workflow To set user expectations for fulfillment times
Which is a purpose of the ‘service desk’ practice?
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible To be the entry point and single point of contact for the service provider with all of its users To support the agreed quality of a service by handling all pre-defined, user-initiated service requests To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
Which are elements of the service value system?
Service provision, service consumption, service relationship management Governance, service value chain, practices Outcomes, utility, warranty Customer value, stakeholder value, organization
What is defined as an unplanned interruption or reduction in the quality of a service?
An incident A problem A change An event
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?
It should always be used to support direct observation It should always be used instead of direct observation Measured data is always more accurate than direct observation The act of measuring always positively impacts results
What is an incident?
The planned removal of an item that might affect a service A result enabled by one or more outputs A possible future event that could cause harm A service interruption resolved by the use of self-help tools
What is defined as a change of state that has significate for the management of an IT service?
Event Incident Problem Known error
Which dimension includes the knowledge needed for the management of services?
Organizations and people Value streams and processes Information and technology Partners and suppliers
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
Service offering Service provision Service management Service consumption
What is the PRIMARY use of a change schedule?
To support the ‘incident management’ practice and improvement planning To manage emergency changes To plan changes and help avoid conflicts To manage standard changes
What are guiding principles?
A set of interconnected activities that help an organization deliver a valuable service A description of one or more services that help address the needs of a target consumer group A set of specialized organizational capabilities for enabling value for customers Recommendations that help an organization when adopting a service management approach
Which guiding principle focuses on reducing costs and human errors?
Focus and value Collaborate and promote visibility Optimize and automate Think and work holistically
What is the purpose of the ‘incident management’ practice?
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible To capture demand for incident resolution and service requests To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents To support the agreed service quality by effective handling of all agreed user-initiated service requests
Which practice makes new services available for use?
Change enablement Release management Deployment management IT asset management
Which guiding principle considers the importance of customer loyalty?
Progress iteratively with feedback Focus on value Optimize and automate Start where you are
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
Start where you are Collaborate and promote visibility Progress iteratively with feedback Think and work holistically
Which is a key activity carried out in the ‘did we get there?
’ step of the ‘continual improvement’ model?
Define measurable targets Perform baseline assessments Execute improvement actions Evaluate measurements and metrics what is important for a ‘continual improvement register’ (CIR)?
Improvement ideas are documented, assessed and prioritized Improvement ideas from many sources are kept in a single CIR Improvement ideas that are not being actioned immediately are removed from the CIR Improvement ideas are tested, funded and agreed
What can a service remove from the consumer and impose on the consumer?
Utility Asset Cost Outcome In
Which step of the ‘continual improvement model’ is an improvement plan implemented?
What is the vision?
How do we get there?
Take action Did we get there?
Which is a purpose of the ‘service level management’ practice?
To establish and nurture the links between the organization and its stakeholders To ensure that the organization’s suppliers and their performance are managed appropriately To set clear business-based targets for service levels To support the agreed quality of a service handling all agreed, user-initiated service requests
Which is an example of a business related measurement?
The number of passengers checked in The average time to response to change requests The average resolution time for incidents The number of problems resolved
What describes the steps needed to create and deliver a specific service to a consumer?
Service management Practices A value stream Service level management
Which statement about the automation of service requests is CORRECT?
Service requests that cannot be automated should be handled as incidents Service requests and their fulfillment should be automated as much as possible Service requests that cannot be automated should be handled as problems Service requests and their fulfillment should be carried out by service desk staff without automation Identify the missing word in the following sentence. A user is [?] that uses services. an organization a role a team a supplier
Which gives a user access to a system?
Service requirement Service agreement Service consumption Service provision
What is a change schedule PRIMARILY used for?
To help plan, authorize and schedule emergency changes To publish a list of service requests that users can select To ensure that a single change authority reviews every change To help plan changes, assist in communication and avoid conflicts
What is used to link activities within the service value chain?
Service level agreements Inputs, outputs and triggers Opportunity, demand and value Service desk
Which describes the utility of a service?
A service that is fit for use A service that meets its service level targets A service that increases constraints on the consumer A service that supports the performance of the consumer
Which two practices use workarounds?
Change enablement and continual improvement Change enablement and problem management Problem management and incident management Incident management and continual improvement
Which statement about the ‘change enablement’ practice is CORRECT?
Standard changes are those that need to be scheduled, assessed and authorized following a standard process Normal changes are triggered by the creation of a change request
Which can be created manually or automated Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly There should be a separate change authority for standard changes
Which includes senior managers who understand the risks involved
Which is included in the purpose of the ‘deliver and support’ value chain activity?
Meeting stakeholder expectations for time to market Understanding the organization’s service vision Understanding stakeholder needs Providing services to agreed specifications
What must always be done before an activity is automated?
Check that the activity has already been optimized Check that suitable new technology has been purchased Ensure that DevOps has been successfully implemented Ensure the solution removes the need for human intervention
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Information security management Continual improvement Monitoring and event management Service level management
What is a change schedule used for?
To help plan emergency changes To help authorize standard changes To help assign a change authority To help manage normal changes
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
Service desk Service request management Service level management Service configuration management
Which role approves the cost of services?
User Change authority Sponsor Customer
What actions does a service desk take for all issues, queries and requests that are reported to them?
Schedule, assess, authorize Diagnose, investigate, resolve Initiate, approve, fulfill Acknowledge, classify, own
Which is an external input to the service value chain?
The ‘improve’ value chain activity An overall plan Customer requirements Feedback loops
Which is included in the purpose of the ‘service level management’ practice?
To maximize the number of successful service and product changes To ensure accurate information about the configuration of services is available To set clear business-based targets for service levels To ensure that suppliers and their performance are managed appropriately
Which usually requires a team of representatives from many stakeholder groups?
Fulfilling a service request Authorizing an emergency change Logging a new problem Investigating a major incident
Which value chain activity ensures that service components meet agreed specifications?
Plan Design and transition Obtain/build Deliver and support
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
Supplier management Change enablement Relationship management Service desk
What includes governance as a component?
Practices The service value chain The service value system The guiding principles
Which practice needs people who understand complex systems and have creative and analytical skills?
Change enablement Service level management Service request management Problem management
What is the definition of a known error?
An unplanned interruption to a service, or reduction in the quality of a service A cause, or potential cause, of one or more incidents A problem that has been analyzed and has not been resolved Any change of state that has significance for the management of a service or other configuration item (CI)
Which will NOT be handled as a service request?
The degradation of a service The replacement of a toner cartridge The provision of a laptop A complaint about a support team
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
Incidents Problems Events Requests
Which dimension considers data security and privacy?
Organizations and people Information and technology Partners and suppliers Value streams and processes
Which term relates to service levels aligned with the needs of service consumers?
Service management Warranty Cost Utility
Which directly assists with the diagnosis and resolution of simple incidents?
Scripts for collecting user information Use of shift working patterns Fulfillment of service requests Creation of a temporary team
Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?
Only add controls and metrics when they are needed Design controls and metrics first, then remove those not adding value Design controls and metrics and add them individually until all are implemented Only add controls and metrics that are required for compliance
Which practice forms a link between the service provider and the users of services?
Change enablement Service level management Problem management Service desk
Which is a purpose of release management?
To protect the organization’s information To handle user-initiated service requests To make new and changed services available for use To move hardware and software to live environments
What is recommended by the guiding principle ‘progress iteratively with feedback’?
A current state assessment that is carried out at the start of an improvement initiative The identification of all interested parts at the start of an improvement initiative An improvement initiative that is broken into a number of manageable sections An assessment of how all the parts of an organization will affect an improvement initiative
Which guiding principle considers customer and user experience?
Collaborate and promote visibility Focus on value Start where you are Keep it simple and practical
Which statement about the ‘change enablement’ practice is CORRECT?
Service requests are usually normal changes that can be implemented quickly without authorization Emergency changes are changes that must be fully tested and fully documented prior to implementation Standard changes are changes that need to be scheduled, assessed and authorized following a standard process Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
Which of these activities is carried out as part of ‘problem management’?
Creating incident records Diagnosing and resolving incidents Escalating incidents to a support team for resolution Trend analysis of incident records
What does ‘change enablement’ PRIMARILY focus on?
Changes to service levels Changes to products and services Changes to organizational structure Changes to skills and competencies Identify the missing word(s) in the following sentence. The service desk should be the entry point and single point of contact for the [?] with all of its users. Service consumer Service provider Customer Supplier
Which is handled as a service request?
An investigation to identify the cause of an incident A compliment about an IT support team The failure of an IT service An emergency change to implement a security patch
Which is a key requirement for a successful service level agreement (SLA)?
Using individual metrics that relate to the service catalogue Using bundled metrics to relate performance to outcomes Using single-system-based metrics that relate to outputs Using an agreement between the service provider and service supplier
Which is considered by the ‘partners and suppliers’ dimension?
Using artificial intelligence Defining controls and procedures Using formal roles and responsibilities Working with an integrator to manage relationships
Which practice recommends using tools for collaboration and the automated matching of symptoms?
Problem management Service level management Incident management Service request management
Which helps to manage an incident when it is unclear
Which support team should be working on the incident?
Disaster recovery plans Swarming Target resolution times Self-help Explanation: Reference: https://www.bmc.com/blogs/itil-incident-management/
Which statement about the ‘continual improvement’ practice is CORRECT?
Continual improvement participation should be limited to a small dedicated team. It is the role of senior management to authorize improvement initiatives. Training should be provided to those involved in continual improvement. A single continual improvement register should be maintained by senior management. Explanation: Reference: https://www.bmc.com/blogs/itil-continual-improvement/
Which does the ITIL service value system discourage?
Coordinated authorities and responsibilities Organizational silos Interfaces among practices Organizational agility Explanation: Architecture of the ITIL SVS specifically enables flexibility and discourages siloed working. This is because the service value chain and practices do not form a fixed, rigid structure, but rather they can be combined in multiple value streams to address the needs of the organization in a variety of scenarios, with open flow of communication across the many interfaces. Reference: https://www.bmc.com/blogs/itil-service-value-system/ An SLA is a service level agreement.
Which describes the ‘watermelon SLA’ effect?
A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers’ experiences. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied. LA targets change very frequently, so that each report includes new measures and trends cannot be analyzed. Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction. Explanation: Reference: https://www.bmc.com/blogs/itil-service-level-management/
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
Service level management Service desk Continual improvement Change enablement Explanation: The service level management practice defines, documents and manages the service levels of all the services and products. Service level management should provide the end to end visibility of all the organizational services. Service level management has to establish and provide the service views with service level target ensure meeting defined service levels by collecting, analyzing, storing and reporting all the defined target metrics of the services regularly (periodically) perform the service reviews and ensure the services meet the organization’s needs continuously identify, capture, review & report the issues related to services, its performance against the defined service targets. Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes
What is a service?
A possible event that could cause harm or loss, or make it more difficult to achieve objectives A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks A tangible or intangible deliverable of an activity Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings Explanation: Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/
Which TWO are important aspects of the ‘service request management’ practice?
1. Standardization and automation 2. Providing a variety of channels for access 3. Establishing a shared view of targets 4. Policies for approvals 1 and 2 2 and 3 3 and 4 1 and 4 Explanation: Reference: https://www.bmc.com/blogs/itil-service-request-management/
What is required by all service desk staff?
Excellent technical knowledge Root cause analysis skills Demonstration of emotional intelligence Knowledge of telephony technology
Which practice establishes a channel between the service provider and its users?
Relationship management Change enablement Supplier management Service desk Explanation: Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes
Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
Service desk Monitoring and event management Service level management Continual improvement
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
Relationship management Change enablement Release management Monitoring and event management Explanation: Reference: https://www.symphonysummit.com/products/
What-is-it-service-management-itsm/
Which practice provides users with a way to get various requests arranged, explained and coordinated?
Service level management Relationship management Continual improvement Service desk Explanation: Over time, the focus of service desks has broadened from simply logging and resolving technical issues, to proving more comprehensive support for people and the business. They are increasingly being used to get various matters arranged, explained, and coordinated. The service desk has a major influence on user experience and how the service provider is perceived by the users. By understanding and acting on the business context of transactional activity (i.e. logging tickets), the service desk is better placed to add value to the organization. Reference: https://www.bmc.com/blogs/itil-service-desk/
Which helps to streamline the fulfilment of service requests?
Understanding Which service requests can be accomplished with limited approvals Creating new workflows for every service request Separating requests relating to service failures from the degradation of services Eliminating service requests
Which have complex workflows Explanation: Reference: https://www.bmc.com/blogs/itil-service-request-management/
Which statement about outcomes is CORRECT?
They are deliverables provided to service consumers. They allow service consumers to achieve a desired result. They provide products to service providers based on outputs. The co-create value for service providers by reducing costs and risks. Explanation: Reference: https://www.axelos.com/news/blogs/february-2015/difference-between-outputs-and-outcomes-in-itsm
Which guiding principle says that services and processes should NOT provide a solution for every exception?
Keep it simple and practical Think and work holistically Optimize and automate Collaborate and promote visibility Identify the missing word in the following sentence. The purpose of the ‘supplier management’ practice is to ensure that the organization’s suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services. measured rewarded managed defined Explanation: Reference: https://www.bmc.com/blogs/itil-management-practices/ Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed. relationships with suppliers configuration of services skills of people authorization of changes Explanation: Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/service-configuration-management-itil-4/
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
Monitoring and event management Incident management Service level management IT asset management Explanation: Reference: https://advisera.com/20000academy/blog/2019/06/17/sfia-and-itil-a-winning-combination-for-it-businesses/
When should a workaround be created? As soon as possible, once the incident is logged After the resolution of a problem When a problem cannot be resolved quickly When a potential permanent solution has been identified Explanation: Reference: https://www.globalknowledge.com/us-en/resources/resource-library/articles/incidents-and-problems-workarounds/
What is a configuration item?
Any financially valuable component that can contribute to delivery of an IT product or service Any component that needs to be managed in order to deliver an IT service Any change of state that has significance for the management of a service A problem that has been analyzed but has not been resolved Explanation: Reference: https://www.bmc.com/blogs/itil-key-terms/ Identify the missing words in the following sentence. When an organization has decided to improve a service, it should start by considering [? ]. existing information new methods additional measurements revised processes
Which is a use of the change schedule?
Assigning resources to changes Deciding the approval authority for changes Automating the change process Creating change models Explanation: Reference: https://www.bmc.com/blogs/itil-change-enablement/
Which dimension of service management considers the workflows and controls needed to deliver services?
Organization and people Information and technology Partners and suppliers Value streams and processes Explanation: Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
Start where you are Focus on value Think and work holistically Optimize and automate Explanation: Reference: https://www.sysaid.com/blog/entry/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions
Which statement about the ‘incident management’ practice is CORRECT?
It identifies the cause of major incidents. It authorizes changes to resolve incidents. It maintains detailed procedures for diagnosing incidents. It resolves the highest impact incidents first. Explanation: Reference: https://www.bmc.com/blogs/itil-incident-management/
How should an organization prioritize incidents?
Ask the user for their preferred resolution timeframe. Assess the availability of the appropriate support team. Use an agreed classification
Which is based on the business impact of the incident. Create an order of incidents based on the dates and times when they were logged.
Which is a purpose of the ‘relationship management’ practice?
To systematically observe services and service components To protect the information needed by the organization to conduct its business To be the entry point and single point of contact for the service provider with all of its users To identify, analyze, monitor, and continually improve links with stakeholders Explanation: Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/relationship-management-itil-4/
Which statement about problems is CORRECT?
Problems are not related to incidents. Problems must be resolved quickly in order to restore normal business activity. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis. Problem prioritization involves risk assessment. Explanation: Reference: https://www.bmc.com/blogs/itil-problem-management/
Which is a risk that might be removed from a service consumer by an IT service?
Service provider ceasing to trade Security breach Failure of server hardware Cost of purchasing servers Explanation: Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/
Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?
Understanding the organization’s vision Understanding stakeholder needs Meeting stakeholder expectations Ensuring service components are available Explanation: The purpose of ‘obtain/build’ value chain activity is “to ensure that service components are available when and where they are needed, and meet agreed specifications.” Service components for ‘deliver and support’ and service components for design and transition are key outputs of ‘obtain/build’ value chain activity.
Which is a result of applying the guiding principle ‘progress iteratively with feedback’?
The ability to discover and respond to failure earlier Standardization of practices and services Understanding the customer’s perception of value Understanding the current state and identifying
What can be reused which practice is responsible for moving new or changed components to live or other environments?
Release management Deployment management Change enablement Supplier management Explanation: Reference: https://www.sysaid.com/blog/entry/itil-4-practices-
Whats-new-and-changed which should be handled by ‘service request management’?
A request to implement a security patch A request to provide a laptop A request to resolve an error in a service A request to change a target in a service level agreement Explanation: Reference: https://www.atlassian.com/itsm/service-request-management
What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?
Restricting information about the improvement to essential stakeholders only. Increasing collaboration and visibility for the improvement. Involving customers after all planning has been completed. Engaging every stakeholder group in the same way, with the same communication. Explanation: Reference: https://www.sysaid.com/blog/entry/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions
What can be described as an operating model for the creating and management of products and services?
Governance Service value chain Guiding principles Practices Explanation: Reference: https://www.thinkhdi.com/library/supportworld/2019/evolution-itil-new-operating-model-itil-4.aspx
What is a definition of a problem?
An unplanned interruption to a service, or reduction in the quality of a service A cause, or potential cause, of one or more incidents An incident for
Which a full resolution is not yet available Any change of state that has significance for the management of a configuration item (CI) Explanation: Reference: https://www.bmc.com/blogs/itil-problem-management/
Which action is performed by a service provider?
Requesting required service actions Authorizing budget for service consumption Ensuring access to agreed resources Receiving of the agreed goods Explanation: Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/it-service-management-concepts
Which statement about ‘continual improvement’ is CORRECT?
All improvement ideas should be logged in a single ‘continual improvement register’ A single team should carry out ‘continual improvement’ across the organization ‘Continual improvement’ should have minimal interaction with other practices Everyone in the organization is responsible for some aspects of ‘continual improvement’
Which step of the continual improvement model includes baseline assessments?
Did we get there?
Where are we now?
What is the vision?
Where do we want to be?

Which describes a ‘change authority’?
A model used to determine who will assess a change A person who approves a change A tool used to help plan changes A way to manage the people aspects of change
Which is NOT a component of the service value system?
The service value chain Opportunity and demand Continual improvement Governance
Which practice has a strong influence on the user experience and perception of the service provider?
Service desk Change enablement Service level management Supplier management
Which statement about service relationship management is CORRECT?
It focuses on the service actions performed by users It requires the service consumer to create resources for the service provider It requires co-operation of both the service provider and service consumer It focuses on the fulfilment of the agreed service actions
What is the MOST important reason for prioritizing incidents?
To ensure that user expectations are realistic To ensure that incidents with highest impact are resolved first To help information-sharing are learning To provide links to related changes and known errors
Which ‘service level management’ activity helps staff to deliver a more business-focused service?
Creating targets based on the percentage of uptime of a service Understanding the ongoing requirements of customers Using complex technical terminology in service level agreements (SLAs) Measuring low-level operational activities
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
Service request management Service configuration management Deployment management Change enablement
Which guiding principle considers
Which parts of an existing process should be kept by identifying how they contribute to value creation?
Progress iteratively with feedback Collaborate and promote visibility Think and work holistically Keep it simple and practical
What is the purpose of the ‘monitoring and event management’ practice?
To restore normal service operation as quickly as possible To manage workarounds and known errors To capture demand for incident resolution and service requests To systematically observe services and service components
Which statement about outcome is CORRECT?
Outcomes rely on outputs to deliver results for a stakeholder Outcomes use activities to produce tangible or intangible deliverables Outcomes give service consumers assurance of products or services Outcomes help a service consumer to assess the cost of a specific activity
Which skill is required by the ‘service level management’ practice?
Supplier management Technical expertise Event monitoring Problem management
Which statement about the ‘continual improvement model’ is CORRECT?
Organizations should work through the steps of the model in the sequence in
Which they are presented The flow of the model helps organizations to link improvements to its goals The model is applicable to only certain parts of the service value system Organizations should use an additional model or method to link improvements to customer value
What is the definition of warranty?
A means of identifying events that could cause harm or loss A means of determining whether a service is fit for purpose A means of identifying a result for a stakeholder A means of determining whether a service is fit for use
Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?
Information security management Change enablement Problem management Service configuration management
Which statement about value creating activities is CORRECT?
Each value stream should be designed with a specific combination of service value chain activities Service value chain activities have pre-determined dependencies on ITIL practices A value stream is an operating model for creating value through products and services Organizations should ensure that each value stream is applicable to many scenarios
Which is provided by the ‘engage’ value chain activity?
Ensuring that stakeholder expectations for quality are met Ensuring that stakeholder needs are understood by the organization Ensuring that service components are available when needed Ensuring that services are operated to meet agreed specifications
Which is part of the ‘focus on value’ guiding principle?
Understanding
What services help the service consumer Reducing the number of steps in the customer experience Assessing services to identify parts that can be reused Identifying activities that can be achieved in smaller iterations
Which is part of the definition of a customer?
The role that defines the requirements for a service A means of enabling value co-creation The role that authorizes budget for service consumption A set of specialized organizational capabilities for enabling value
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
Focus on value Start where you are Think and work holistically Keep it simple and practical Identify the missing words in the following sentence. The ‘incident management’ practice should maintain [?] for logging and managing incidents. a dedicated team a formal process detailed procedures a value chain activity An organization asks a stakeholder to review a planned change.
Which guiding principle does this demonstrate?
Collaborate and promote visibility Start where you are Focus on value Keep it simple and practical
What is the purpose of the ‘deployment management’ practice?
To protect the information needed by the organization to conduct its business To make new and changed services and features available for use To move new or changed components to live environments To plan and manage the full lifecycle of all IT assets.
Which two statements about the guiding principles are CORRECT?
1. The guiding principles support continual improvement 2. Each guiding principle applies to a selection of the available stakeholder groups 3. Organizations should decide
Which one of the guiding principles is relevant to them 4. Organizations should consider how the guiding principles interact with each other 1 and 2 2 and 3 3 and 4 1 and 4
Which statement about change authorities is CORRECT?
Change authorities are only required for authorizing emergency changes Change authorities are assigned when each change is deployed Change authorities are only required for authorizing normal changes Change authorities are assigned for each type of change and change model When is the earliest that a workaround can be documented in ‘problem management’?
After the problem has been logged After the problem has been prioritized After the problem has been analyzed After the problem has been resolved
Which is an activity of ‘problem identification’?
Analyzing information from software developers Establishing problem workarounds Analyzing the cause of problems Establishing potential permanent solutions
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
Service configuration management Service desk Problem management Deployment management
Which statement about standard changes is CORRECT?
A full assessment should be completed each time the change is implemented The change can be implemented with less testing if necessary The appropriate change authority should be assigned to each type of change The change does not require additional authorization
Which two are considered part of the ‘organizations and people’ dimension of service management?
1. Systems of authority 2. Culture 3. Relationships between organizations 4. Workflows 1 and 2 2 and 3 3 and 4 1 and 4
Which statement about the ‘service request management’ practice is CORRECT?
Service requests are fulfilled using simple workflows A new workflow is created for each type of request Additional approval is sometimes needed for restoration of service Financial authorization is sometimes required for service requests
What is a cause, or potential cause, of one or more incidents?
A configuration item A workaround An incident A problem
Which guiding principle says that it is not usually necessary to build something new?
Focus on value Start where you are Progress iteratively with feedback Think and work holistically
Which practice includes management of workarounds and known errors?
Monitoring and event management Service configuration management Problem management Incident management
Which activity is part of the ‘continual improvement’ practice?
Handling compliments and complaints from users to identify improvements Improving relationships with and between stakeholders Prioritizing and creating business cases for improvement initiatives Identifying the cause of unplanned interruptions to service A service offering may include goods, access to resources, and service actions.
Which is an example of a service action?
A mobile phone enables a user to work remotely A password allows a user connect to a WiFi network. A license allows a user to install a software product A service desk agent provides support to a user Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks. utility warranty outcomes outputs
Which statement about a service value stream is CORRECT?
It uses inputs and outputs prescribed by ITIL It is a service value chain activity It integrates practices for a specific scenario It provides an operating model for service providers
What term is used to describe whether a service will meet availability, capacity and security requirements?
Outcomes Value Utility Warranty
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
A standard change A change model An emergency change A normal change
Which describes the ‘plan’ value chain activity?
It ensures a shared understanding of the current status and vision for all products and services across the organization It ensures that services are delivered and supported according to agreed specifications and stakeholders’ expectations It ensures that service components are available when and where they are needed, and meet agreed specifications It ensures continual improvement of products, services, and practices across all value chain activities
Which practice has the purpose of ensuring that the organization’s suppliers and their performance and managed appropriately to support the provision of seamless, quality products and services?
Release management Supplier management Service management Relationship management
Which includes governance, management practices, and continual improvement?
The service value system The ‘deliver and support’ value chain activity The ‘focus on value’ guiding principle The ‘value stream and processes’ dimension
Which phase of problem management includes analysing incidents to look for patterns and trends?
Problem identification Problem control Error control Post-implementation review
Which statement about the ‘optimize and automate’ guiding principle is CORRECT?
Activities should be automated before they are optimized Automation is best applied to non-standard tasks Technology eliminates the need for human intervention Automation frees human resources for more complex activities
What is defined as any financially valuable component that can contribute to the delivery of a service?
Configuration item Product IT asset Event
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
Organizations and people Information and technology Partners and suppliers Value streams and processes
Which statement about service requests is CORRECT?
Complex service requests should be dealt with as normal changes Service requests that require simple workflows should be dealt with as incidents Service requests require workflows that should use manual procedures and avoid automation Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization’s specific circumstances?
Continual improvement Service value chain Practices Guiding principles
What is the MAIN benefit of ‘problem management’?
Restoring normal service as quickly as possible Reducing the number and impact of incidents Maximizing the number of successful changes Managing workarounds and known errors
Which guiding principle discourages ‘silo activity’?
Focus on value Start where you are Collaborate and promote visibility Keep it simple and practical
Which will help solve incidents more quickly?
Target resolution times Escalating all incidents to support teams Collaboration between teams Detailed procedural steps for incident investigation
What varies in size and complexity, and uses functions to achieve its objectives?
A risk An organization A practice An outcome
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
Service level management Relationship management Service desk Monitoring and event management
Which dimension considers the application of artificial intelligence to service management?
Organizations and people Information and technology Partners and suppliers Value streams and processes
Which type of change is MOST LIKELY to be initiated as part of the ‘service request management’ practice?
A normal change An emergency change A standard change A change model
Which benefit is MOST aligned with the guiding principle ‘progress iteratively with feedback’?
Service providers are able to respond more quickly to customer needs Bottlenecks in the service provider’s workflow are identified The complexities of the service provider’s IT systems are identified The service provider gains a better understanding of the customer experience
What impact does automation have on a service desk?
Less low level work and a greater ability to focus on user experience Increased phone contact and a reduced ability to focus on user experience Ability to work from multiple locations, geographically dispersed Ability to work from a single centralized location
Which costs are included in the value proposition of a service?
Additional expense that the service consumer has because they are using the service Money that the service consumer no longer needs to spend because they are using the service Tangible or intangible results for the service consumer because they are using the service The benefits, usefulness, and importance of the service that are perceived by the service consumer
Which practice provides a communications point for users to report operational issues, queries and requests?
Incident management Continual improvement Service desk Relationship management
Which BEST describes the purpose of the ‘improve’ value chain activity?
To organize a major improvement initiative into several smaller initiatives To make new and improved services and features available for use To ensure a shared understanding of the vision and improvement direction for all products and services To continually improve all products and services across all value chain activities
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
Organizations and people Information and technology Partners and supplies Value streams and processes Identify the missing word in the following sentence. A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services. problem risk change configuration item
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
Service request management Service level management Incident management Change enablement
What aspect of ‘service level management’ asks service consumers
What their work involves and how technology helps them?
Customer engagement Operational metrics Business metrics Customer feedback
Which describes a CORRECT approach to change authorization?
Changes included in the change schedule are pre-authorized and do not need additional authorization Normal changes should be assessed and authorized before they are deployed Emergency changes should be authorized by as many people as possible to reduce risk Normal changes are typically implemented as service requests and authorized by the service desk
Which of the four dimensions includes the knowledge bases needed to deliver and manage services?
Organizations and people Information and technology Partners and supplies Value streams and processes