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Question # 1
Which is a way of applying the guiding principle 'focus on value'?
A. Understanding how service consumers use services
B. Comprehending the whole, but doing something
C. Recognizing the complexity of systems
D. Doing fewer things, but doing them better
Question # 2
In which situation will incident management USUALLY use a separate process?
A. Where no target resolution time exists
B. For low impact incidents
C. Where the cause must be diagnosed
D. For information security incidents
Question # 3
Which is part of the value proposition of a service?
A. Costs removed from the consumer by the service
B. Costs imposed on the consumer by the service
C. Outputs of the service received by the consumer
D. Risks imposed on the consumer by the service
Question # 4
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
A. Service request management
B. Change enablement
C. Problem management
D. Service level management
Question # 5
Which is the addition, modification or removal of anything that could have an effect on services?
A. A change
B. An event
C. An incident
D. A problem
Question # 6
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
Question # 7
Which dimension of service management considers how activities are coordinated?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
Question # 8
Which principle concentrates on service consumers?
A. Start where you are
B. Optimize and automate
C. Keep it simple
D. Focus on value
Question # 9
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
Question # 10
Which service request management decisions require that policies are established'?
A. Deciding how degradations of service are resolved
B. Deciding how to handle service requests where the steps are unknown
C. Deciding which service requests require approval
D. Deciding when workarounds should be used
Question # 11
Which is described by the 'organizations and people' dimension of service management?
A. Workflows and controls
B. Communication and collaboration
C. Inputs and outputs
D. Contracts and agreements
Question # 12
What type of change is MOST likely to be managed as a service request?
A. A standard change
B. A normal change
C. An emergency change
D. An organizational change
Question # 13
Which statement about output is correct?
A. They consist of several outcomes.
B. They capture customer demand for services
C. They contribute to the achievement of outcomes
D. They describes how the service performs.
Question # 14
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
A. Service desk
B. Continual improvement
C. Problem management
D. Incident management
Question # 15
Which practice makes use of methods from Lean. Agile and DevOps?
A. Service desk
B. Continual improvement
C. Problem management
D. Incident management
Question # 16
Which facilitates outcomes that customers want to achieve?
A. Service
B. Warranty
C. Organization
D. IT asset
Question # 17
Which ITIL concept helps an organization to make good decisions?
A. Four dimensions of service management
B. Guiding principles
C. Service value chain
D. Practices
Question # 18
Which of the following is NOT recommended by the guiding principle 'start where you are?
A. Asking questions that appear to be stupid
B. Identifying what is available to be leveraged
C. Building something completely new
D. Collecting data directly from the source
Question # 19
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
A. Focus on value
B. Start where you are
C. Think and work holisocally
D. Optimize and automate
Question # 20
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. Service desk agent
C. Change authority
D. Problem analyst
Question # 21
Which practice is most likely to benefit from the use of chatbots?
A. Service level management
B. Change enablement
C. Continual improvement
D. Service desk
Question # 22
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
Question # 23
Which value chain activity ensures that ongoing service activity meets user expectations?
A. Plan
B. Engage
C. Obtain/build
D. Deliver and support
Question # 24
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions m service quality?
A. Incident management
B. Change enablement
C. Service level management
D. Continual improvement
Question # 25
Which practice recommends that organizations develop competencies »n techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
A. Incident management
B. Continual improvement
C. Service request management
D. Change enablement
Question # 26
Which statement about value streams is CORRECT?
A. Each value stream must include all six value chain activities
B. Each value stream must be designed for a specific scenario
C. Each value stream must include all 34 ITIL practices
D. Each value stream must include suppliers or partners
Question # 27
Which describe a 'change authority'?
A. a model used to determine who will assess a change
B. A person who approves a change
C. A tool used to help plan changes
D. A way to manage the people aspects of change
Question # 28
A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?
A. Problem
B. Incident
C. Event
D. Known error
Question # 29
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
A. Incident management
B. Service level management
C. Problem management
D. Service request management
Question # 30
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
A. Incident management
B. Service level management
C. Problem management
D. Service request management
Question # 31
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
A. Communicate in a way the audience can hear
B. Sometimes nothing from the current state can be re used
C. If a practice is easier to follow it is more likely to be adopted
D. Fast does not mean incomplete
Question # 32
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
Question # 33
Identify the missing word in the following sentence. Sponsor is the role that authorizes budget for service [?)
A. value
B. consumption
C. management
D. provision
Question # 34
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 enablement
D. Service configuration management
Question # 35
Identify the missing word in the following sentence. Sponsor is the role that authorizes budget for service [?)
A. value
B. consumption
C. management
D. provision
Question # 36
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
Question # 37
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
Question # 38
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
Question # 39
Why should a service level manager carry out regular service reviews?
A. To ensure that agreements are written simply and are easy to understand
B. To collect information about service consumer goals and objectives
C. To capture information about service issues and performance against agreed goals
D. To ensure continual improvement of services, so that they meet the evolving needs ofservice consumers
Question # 40
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. organizations
B. outcomes
C. relationships
D. services
Question # 41
Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?
A. Incident management
B. Service request management
C. Monitoring and event management
D. Change enablement
Question # 42
Which statement about service offerings is CORRECT?
A. The same product can be used as a basis for more than one service offering
B. Service offerings include the transfer of goods from the consumer to the prowler
C. Service offerings describe how providers and consumers cooperate to co-create value
D. Each service should be described to consumers as a single service offering
Question # 43
Which practice's purpose includes creating closer more collaborative relationships?
A. Supplier management
B. Information security management
C. Release management
D. Service configuration management
Question # 44
Which practice has a purpose that deludes maximizing the number of successful additions modifications, or removals of anything that could have an effect on a service?
A. Service request management
B. Incident management
C. Service desk
D. Change enablement
Question # 45
Which TWO are inputs to the service value system?1 Demand2 Products3 Value4 Opportunity
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Question # 46
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.
A. Service level manager
B. Service desk agent
C. Change authority
D. Problem analyst
Question # 47
What is a problem that has been analysed but has not been resolved?
A. Workaround
B. Incident
C. Known error
D. Event
Question # 48
Which TWO of the following are considerations of change enablement?1. Managing the people aspects of change2. Ensuring that organizational transformations are successful3. Maximizing the number of successful service changes4. Ensuring that changes are properly assessed
A. 1 and2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Question # 49
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 property assessed
C. Record and report selected changes of state
D. Plan and manage the full lifecycle of all IT assets
Question # 50
Which will help solve incidents more quickly?
A. Target resolution times
B. Escalating all incidents to support teams
C. Collaboration between teams
D. Detailed procedural steps for incident investigation
Question # 51
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 andservices?
A. Release management
B. Supplier management
C. Service management
D. Relationship management
Question # 52
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
Question # 53
Where are the details of the required performance outcomes of a service denned?
A. Service level agreements
B. Service requests
C. Service components
D. Service offerings
Question # 54
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
C. Authorization of changes to resolve the cause of problems.
D. Resolution of incidents in a time that meet customer expectations
Question # 55
Which practice nurtures links with stakeholders at strategic and tactical levels'?
A. Supplier management
B. Relationship management
C. Continual improvement
D. Service level management
Question # 56
How can a service consumer contnbute to the reduction of nsk?
A. By providing the service in accordance with requirements
B. By ensuring that the service provider's resources are correctly configured
C. By fully understanding then own requirements for the service
D. By managing the detailed level of risk on behalf of the service provider
Question # 57
Which practice recommends the use of event-based surveys to gather feedback from customers?
A. Service level management
B. Change enablement
C. Service request management
D. Problem management
Question # 58
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. Incident management
B. Service level management
C. Service request management
D. Change enablement
Question # 59
Which is a use of a continual improvement register?
A. Planning changes, assisting in communication, avoiding conflicts, and assigning resources
B. Selecting the right method, model or technique for identifying improvements
C. Tracking and managing improvement ideas from identification through to final action
D. Describing the services designed to meet the needs of a consumer group
Question # 60
In which case would a problem be logged?
A. When the cause is identified but not resolved
B. After analysis of error information from a supplier
C. When a user reports an unplanned service interruption
D. Alter a workaround is identified and documented
Question # 61
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
A. Focus on value
B. Progress iteratively with feedback
C. Collaborate and promote visibility
D. Optimize and automate
Question # 62
Which activity is part of the ‘continual improvement practice?
A. handing compliments and complaints from user to identify improvements.
B. Improving relationships with and between stakeholders.
C. Prioritizing and creating business cases for improvement initiatives.
D. Identifying the cause unplanned interruptions to service.
Question # 63
Which guiding principle discourages 'silo activity'?
A. Focus on value
B. Start where you are
C. Collaborate and promote visibility
D. Keep it simple and practical
Question # 64
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. Start where you are
C. Think and work holistically
D. Keep it simple and practical
Question # 65
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. The co-create value for service providers by reducing costs and risks.
Question # 66
Which step of the continual improvement model includes baseline assessments?
A. Did we get there?
B. Where are we now?
C. What is the vision?
D. Where do we want to be?
Question # 67
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
Question # 68
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 low of the model helps organizations to link improvements to its goals
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
Question # 69
Which is provided by the ‘engage’ value chain activity?
A. Ensuring that stakeholder expectations for quality are met
B. Ensuring that stakeholder needs are understood by the organization
C. Ensuring that service components are available when needed
D. Ensuring that services are operated to meet agreed specifications
Question # 70
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
Question # 71
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. measured
B. rewarded
C. managed
D. defined
Question # 72
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. Service level management
Question # 73
Which skill is required by the ‘service level management’ practice?
A. Supplier management
B. Technical expertise
C. Event monitoring
D. Problem management
Question # 74
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
A. Service level management
B. Relationship management
C. Service desk
D. Monitoring and event management
Question # 75
Which is part of the definition of a customer?
A. The role that defines the requirements for a service
B. A means of enabling value co-creation
C. The role that authorizes budget for service consumption
D. A set of specialized organizational capabilities for enabling value
Question # 76
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’
Question # 77
Which phase of problem management includes analysing incidents to look for patterns and trends?
A. Problem identification
B. Problem control
C. Error control
D. Post-implementation review
Question # 78
When is the earliest that a workaround can be documented in ‘problem management’?
A. After the problem has been logged
B. After the problem has been prioritized
C. After the problem has been analyzed
D. After the problem has been resolved
Question # 79
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
Question # 80
Which guiding principle says that services and processes should NOT provide a solution for every exception?
A. Keep it simple and practical
B. Think and work holistically
C. Optimize and automate
D. Collaborate and promote visibility
Question # 81
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. Supplier management
Question # 82
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.
Question # 83
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 # 84
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
Question # 85
What is a definition of a problem?
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 incidents
C. An incident for which a full resolution is not yet available
D. Any change of state that has significance for the management of a configuration item
(CI)
Question # 86
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
Question # 87
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
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
Question # 88
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 should be assessed and authorized before they are deployed
C. Emergency changes should be authorized by as many people as possible to reduce risk
D. formal changes are typically implemented as service requests and authorized by the service desk
Question # 89
Which should be handled by ‘service request management’?
A. A request to implement a security patch
B. A request to provide a laptop
C. A request to resolve an error in a service
D. A request to change a target in a service level agreement
Question # 90
What is defined as any financially valuable component that can contribute to the delivery of a service?
A. Configuration item
B. Product
C. IT asset
D. Event
Question # 91
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
Question # 92
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 # 93
Which practice has a strong influence on the user experience and perception of the service provider?
A. Service desk
B. Change enablement
C. Service level management
D. Supplier management
Question # 94
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
Question # 95
What can be described as an operating model for the creation and management of products and services?
A. Governance
B. Service value chain
C. Guiding principles
D. Practices
Question # 96
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
A. A normal change
B. An emergency change
C. A standard change
D. A change model
Question # 97
Which is a risk that might be removed from a service consumer by an IT service?
A. Service provider ceasing to trade
B. Security breach
C. Failure of server hardware
D. Cost of purchasing servers
Question # 98
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 centralised location
Question # 99
Which dimension of service management considers the workflows and controls needed to deliver services?
A. Organization and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
Question # 100
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
A. Service providers are able to respond more quickly to customer needs
B. Bottlenecks in the service provider's workflow are identified.
C. The complexities of the service provider's IT systems are identified.
D. The service provider gains a better understanding of the customer experience.
Question # 101
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 # 102
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
Question # 103
Which action is performed by a service provider?
A. Requesting required service actions
B. Authorizing budget for service consumption
C. Ensuring access to agreed resources
D. Receiving of the agreed goods
Question # 104
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
Question # 105
Which costs are included in the value proposition of a service?
A. Additional expense that the service consumer has because they are using the service
B. Money that the service consumer no longer needs to spend because they are using the service
C. Tangible or intangible results for the service consumer because they are using the service
D. The benefits, usefulness. and importance of the service that are perceived by the service consumer
Question # 106
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.
A. relationships with suppliers
B. configuration of services
C. skills of people
D. authorization of changes
