Practice Tests

Question 1

What is the definition of a service?

a) The means by which an organization is directed and controlled

b) A set of specialized organizational capabilities for enabling value to customers

c) A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress

d) 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.

Answer 1

d) 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.

Question 2

Identify the missing word(s) in the following sentence. Utility is the [?] offered by a product or service to meet a particular need.

a) Assurance

b) Promise

c) Functionality

d) Outcome

Answer 2

c) Functionality

Question 3

Identify the missing word in the following sentence. [?] is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes.

a) IT asset management

b) Service configuration management

c) Change enablement

d) Service level management

Answer 3

c) Change enablement

Question 4

Identify the missing word(s) in the following sentence. An event is any change of state that has significance for the management of a(n) [?] or other configuration items.

a) Output

b) Product

c) Service

d) Outcome

Answer 4

c) Service

Question 5

What is the purpose of the ‘information security management’ practice?

a) Protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information

b) Ensuring that services achieve agreed and expected performance levels, satisfying ​current and future demand in a cost-effective way

c) Ensuring that services deliver agreed levels of availability or that change can be assessed

d) Systematically observing services and service components and recording and reporting selected changes of state identified as events

Answer 5

a) Protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information

Question 6

What is the purpose of the ‘monitoring and event management’ practice?

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

b) Systematically observing services and service components and recording and reporting selected changes of state identified as events

c) Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible

d) Ensuring that all an organization’s projects are successfully delivered

Answer 6

b) Systematically observing services and service components and recording and reporting selected changes of state identified as events

Question 7

What is the purpose of the ‘incident management’ practice?

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

b) Ensuring that services deliver agreed levels of availability or that change can be assessed

c) Ensuring that all an organization’s projects are successfully delivered

d) Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible

Answer 7

d) Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible

Question 8

What is defined as the practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed?

a) Change enablement

b) IT asset management

c) Service configuration management

d) Service level management

Answer 8

c) Service configuration management

Question 9

Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.

a) Incident management

b) Service level management

c) Service request management

d) Service desk

Answer 9

d) Service desk

Question 10

Dion Training has decided to offer two membership levels to their training programs. The first membership level includes all of their video courses, practice exams, and study guides for a single monthly fee. This plan does not provide the students with the actual exam voucher to take the certification exams, though. What term best describes this membership level which provides several services for a single price?

a) An outcome

b) Value

c) A service offering

d) An output

Answer 10

c) A service offering

Question 11

Which describes outputs?

a) Tangible or intangible deliverables

b) Functionality offered by a product or service

c) Results for a stakeholder

d) Configuration of an organization’s resources

Answer 11

a) Tangible or intangible deliverables

Question 12

What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?

a) Consumer

b) Service provider

c) Customer

d) Organization

Answer 12

d) Organization

Question 13

Which describes the nature of the guiding principles?

a) A guiding principle is mandatory and must be used when adopting a new service within the organization

b) A guiding principle is specific and only applies to one initiative within the organization

c) An organization must implement the guiding principles exactly as defined by the ITIL 4 Foundation manual

d) A guiding principle is a recommendation used as guidance in all circumstances.

Answer 13

d) A guiding principle is a recommendation used as guidance in all circumstances.

Question 14

Which guiding principle is most affected by the customer experience (CX)?

a) Progress iteratively with feedback

b) Focus on value

c) Think and work holistically

d) Start where you are

Answer 14

b) Focus on value

Question 15

Dion Training Solutions wants to build a new service to automatically fulfill exam voucher orders for students. Currently, exam vouchers are fulfilled manually by a staff member once the order is received from the student by copying and pasting the voucher number from a spreadsheet into an email template and sending out the email to the students. Before attempting to automate this fulfillment process, the team lead takes an inventory of the current services, processes, and procedures that are being used by the voucher fulfillment team to see if they might be able to be reused. What guiding principle best describes this scenario?

a) Focus on value

b) Collaborate and promote visibility

c) Start where you are

d) Keep it simple and practical

Answer 15

c) Start where you are

Question 16

Dion Training Solutions has decided to create an online course for the ITIL 4 Foundation exam. The company developed their curriculum and then invited 50 students to participate in live training to determine if the training was effective. During the training, some students didn’t understand the concept of the service value chain, so the instructor rewrote that portion of the curriculum. Which guiding principle is being demonstrated by this approach to curriculum development?

a) Focus on value

b) Collaborate and promote visibility

c) Optimize and automate

d) Progress iteratively with feedback

Answer 16

d) Progress iteratively with feedback

Question 17

You are working to design a new service for internal use across your organization. As part of your design efforts, you form a small team with relevant stakeholders from the human resources, information technology, sales, and other relevant departments to ensure the service adequately meets each department’s needs and hope this results in great acceptance of the service when delivered. Which guiding principle best describes this scenario?

a) Focus on value

b) Collaborate and promote visibility

c) Start where you are

d) Keep it simple and practical

Answer 17

b) Collaborate and promote visibility

Question 18

John is currently working to create a new service that would allow a customer to purchase a digital product online and have it delivered to the user’s inbox. John is responsible for the payment portion of this service, but Sally is responsible for the digital product fulfillment portion of the service. Which of the following should John do in order to follow the principle of ‘think and work holistically’?

a) John should optimize his code to ensure it runs efficiently

b) John should meet with Sally to determine how the digital product fulfillment will occur

c) John should wait until Sally’s portion is complete before beginning his to ensure they work together properly

d) John should tell Sally to wait until his portion is done before starting hers to ensure compatibility

Answer 18

b) John should meet with Sally to determine how the digital product fulfillment will occur

Question 19

Which of these are a key focus of the ‘organization and people’ dimension?

a) Security and compliance

b) Activities that transform inputs into outputs

c) Roles and responsibilities

d) Contracts and agreements

Answer 19

c) Roles and responsibilities

Question 20

Which of these are NOT a key focus of the ‘partners and suppliers’ dimension?

a) Workflow management and inventory systems

b) Roles and responsibilities

c) Contracts and agreements

d) Security and compliance

Answer 20

a) Workflow management and inventory systems

Question 21

Which ITIL concept describes the service value chain?

a) Seven guiding principles

b) Four dimensions of service management

c) Service value system

d) Practices

Answer 21

c) Service value system

Question 22

What operating model outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services?

a) Continual improvement

b) Service value chain

c) Practices

d) Guiding principles

Answer 22

b) Service value chain

Question 23

Which value chain activity includes portfolio decisions for design and transition?

a) Engage

b) Improve

c) Plan

d) Deliver and support

Answer 23

c) Plan

Question 24

Which step of the continual improvement model states that “each improvement initiative should support the organization’s goals and objectives”?

a) Where are we now

b) What is the vision

c) Where do we want to be

d) How do we get there

Answer 24

b) What is the vision

Question 25

When working within the ‘what is the vision’ step of the continual improvement model, what must you ensure to occur?

a) The high-level direction of the initiative has been understood

b) The detailed steps of how to achieve your objectives

c) What metrics you will use to measure success

d) The current processes being used

Answer 25

a) The high-level direction of the initiative has been understood

Question 26

Bridgett is leading an improvement initiative within your company. She has been told that the company wants to have the highest customer satisfaction in the industry. Currently, the company has a customer satisfaction rating of 92% but the industry leader has an average of 94%. Bridgett decides that the company should set their goal of obtaining a 96% customer satisfaction score within the next 12 months. What step of the continual improvement model is Bridgett currently in?

a) What is the vision

b) Where do we want to be

c) How do we get there

d) Where are we now

Answer 26

b) Where do we want to be

Question 27

What is a normal change?

a) A change that doesn’t need risk assessment because the procedure has been pre-authorized

b) A change that needs to be assessed, authorized, and scheduled by a change authority

c) A change that doesn’t need risk assessment because it is required to resolve an incident

d) A change that is routine in nature, is fully documented, and the risks are well understood

Answer 27

b) A change that needs to be assessed, authorized, and scheduled by a change authority

Question 28

Your company’s external router has just malfunctioned and needs to be replaced. The entire organization’s connection to the Wide Area Network will remain offline until this router is replaced. Which type of change should be initiated?

a) Standard

b) Normal

c) Emergency

d) Routine

Answer 28

c) Emergency

Question 29

What is a change schedule NOT used for?

a) Developing features

b) Planning changes

c) Avoiding conflicts

d) Assigning resources

Answer 29

a) Developing features

Question 30

How can you ensure the incidents with the highest business impact are resolved first?

a) Implement incident classification

b) Use automation

c) Utilize self-help tools

d) Utilize problem management

Answer 30

a) Implement incident classification

Question 31

Which incidents should be logged?

a) Only an incident that cannot be immediately resolved

b) Every incident should be logged

c) Any incident that occurs more than once

d) Only incidents that are not solved using self-help tools

Answer 31

b) Every incident should be logged

Question 32

What is NOT a phase in problem management?

a) Problem identification

b) Problem classification

c) Problem control

d) Error control

Answer 32

b) Problem classification

Question 33

If a problem cannot be resolved quickly, you might wish to document and implement a temporary solution to reduce the impact of the problem. What is this known as?

a) Incident

b) Solution

c) Workaround

d) Known error

Answer 33

c) Workaround

Question 34

How does ‘service request management’ contribute to the ‘improve’ value chain activity?

a) It ensures that users continue to be productive when they need assistance from the service provider

b) It collects user-specific requirements, sets expectations, and provides status updates

c) It analyzes data to identify opportunities to provide new service request options

d) It acquires pre-approved service components to help fulfill service requests

Answer 34

c) It analyzes data to identify opportunities to provide new service request options

Question 35

Fill in the blank. Service requests and their fulfillment should be [?] and automated to the greatest degree possible.

a) Uniquely handled

b) Standardized

c) Creatively solved

d) Ignored

Answer 35

b) Standardized

Question 36

Your smartphone isn’t working properly. You call the toll-free number for your service provider’s support center. Which practice would you reach that serves as the entry point for all contact between the service provider and its users?

a) Problem Management

b) Service desk

c) Service request management

d) Incident management

Answer 36

b) Service desk

Question 37

Which is a recommendation of the ‘service desk’ practice?

a) Service desks should never use technologies such as SMS and chat functions

b) Service desks should be highly technical functions

c) Service desks should have a practical understanding of the business practices across the organization

d) Service desks should always use a virtual service desk

Answer 37

c) Service desks should have a practical understanding of the business practices across the organization

Question 38

What is a service level agreement used for? To measure the performance of ___.

a) services from a customer’s point of view

b) the service availability

c) the service capability

d) the service from the service provider’s point of view

Answer 38

a) services from a customer’s point of view

Question 39

How does ‘service level management’ contribute to the ‘plan’ value chain activity?

a) Uses feedback from users about the service and requirements from customers to make the service better

b) Provides information about the actual service performance and trends

c) Collects and processes feedback from customers and users

d) Collects feedback during interactions and communicates service performance objectives to the operations and support teams

Answer 39

b) Provides information about the actual service performance and trends

Question 40

What should be included in every service level agreement?

a) Detailed metrics to capture availability of the system

b) Metrics for system response time

c) Clearly defined service outcomes

d) Number of emails sent per hour

Answer 40

c) Clearly defined service outcomes

Question 41

The functionality offered by a product or service to meet a particular need.

Answer 41

utility

Question 42

A ___ is a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Answer 42

customer

Question 43

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

Answer 43

IT asset

Question 44

A(n) ___ is any component that needs to be managed in order to deliver an IT service.

Answer 44

Configuration item

Question 45

What is the purpose of the “relationship management” practice?

a) Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels

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

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

d) Ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services

Answer 45

a) Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels

Question 46

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

Answer 46

problem management

Question 47

___ management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.

Answer 47

Incident

Question 48

What is defined as the practice of aligning an organization’s practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services?

Answer 48

Continual improvement

Question 49

Identify the missing word in the following sentence. ___ is the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

Answer 49

Service level management

Question 50

Dion Training has decided not to run their own email servers. Instead, Dion Training pays a monthly service fee to Google’s G-Suite to provide email services to the company so that Dion Training can receive emails from its students. What best describes this co-creation of value by Dion Training and Google in order to provide email support to Dion Training’s students?

Answer 50

service relationship management

Question 51

What term best describes the perceived benefits, usefulness, and importance of something?

Answer 51

Value

Question 52

Your organization is preparing to launch a new service. Your manager is concerned that there is a possibility that something bad might happen which could cause the service to fail and the desired outcome won’t be achieved. What term best describes your manager’s concerns?

Answer 52

Risks

Question 53

Fill in the blank. ___ are defined as recommendations that can guide an organization in all circumstances and will guide organizations when adopting service management.

Answer 53

Guiding principles

Question 54

You have been assigned to a team that has been asked to identify how your consumers use a particular service, what the service helps them to do, and how the service helps them to identify their goals. Which of the guiding principles should best be applied in your situation?

Answer 54

Focus on value

Question 55

Your organization is currently running a web hosting service, but it is not providing sufficient utility and warranty. In order to fix this, a team has been assembled and asked to design a new web hosting service. The team manager suggests that the team first look at the existing service and its processes before they begin to design the new service. What guiding principle is being followed by the team manager?

Answer 55

Start where you are

Question 56

Which guiding principle is focused on involving the right people in the correct roles in order to get additional buy-in for the project and increase the likelihood of long-term success?

Answer 56

Collaborate and promote visibility

Question 57

During a review of the New Account Creation process at your company, you determine that the current process requires 15 steps to create a new account. As you analyze each step, you find that steps 3 and 5 provide no value to the process or the organization. Based on which guiding principle should you eliminate steps 3 and 5 from the process?

Answer 57

Keep it simple and practical

Question 58

What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement?

Answer 58

Automation

Question 59

Which service management dimension is focused on the roles and responsibilities of the people involved in a process’ workflow?

Answer 59

Organizations and people

Question 60

Which service management dimension is focused on the communication systems and knowledge bases used by employees?

Answer 60

IT

Question 61

Which ITIL concept describes practices?

Answer 61

Service value system

Question 62

Which of the following is NOT an activity within the service value chain?

a) Plan

b) Engage

c) Delivery and Support

d) Practice

Answer 62

d) Practice

Question 63

Your company has recently engaged a new supplier to provide you with 3 routers that will handle 1 Gbps of throughput. They are scheduled for installation in three months. Your team is currently configuring the devices in preparation for installation into the network architecture based upon the design requirements. Which value chain activity would best categorize your configuration actions in this scenario?

Answer 63

obtain/build

Question 64

Management has set a goal to reduce the number of physical servers in the datacenter by 10% this year. Your team is responsible for creating a plan to migrate 50% of the physical servers into virtualized systems. Which step of the continual improvement model are you currently working on?

Answer 64

How do we get there

Question 65

You are working as part of an improvement initiative and your team would like to release a new module into the existing Customer Relationship Management system. Which type of change should you initiate?

Answer 65

Normal

Question 66

A change that must be implemented as soon as possible because it is required to resolve an incident or security issue.

Answer 66

emergency change

Question 67

Who is responsible for approving a change within the organization?

Answer 67

Change authority

Question 68

You are attempting to print a document from your workstation to the network printer in your office. The print job failed when you attempted to print, so you called the service desk for assistance. What term best describes your issue?

Answer 68

Incident

Question 69

Your company has decided to install a service management tool that provides incident management as one of its functions. What is the benefit of using an incident management system?

a) It can provide automated resolution and closure of complex incidents

b) It can ensure that incidents are resolved within the agreed upon timeframe in the SLA

c) It can provide automated matching of incidents to problems or known errors

d) It can provide specialized knowledge for solving complicated incidents

Answer 69

c) It can provide automated matching of incidents to problems or known errors

Question 70

What is usually included as part of ‘incident management’?

a) Scripts for collecting initial information about incidents

b) Detailed procedures for the diagnosis of incidents

c) Authority to implement changes to a system

d) Observation of all services and service components to identify any change in state

Answer 70

a) Scripts for collecting initial information about incidents

Question 71

You are working as a service desk analyst. Within the last hour, you have received 13 calls about users being unable to log on to the network. There appears to be something wrong with the domain controller. What would you classify this scenario as?

Answer 71

Problem

Question 72

The users on the fourth floor of your building keep calling the service desk to report that their network connectivity is not working properly. The service desk logs each of these incidents, but since there are multiple incidents for the same issue, they forward it to the problem management activity for resolution. During your analysis, you determine that the network switch that services the entire fourth floor is broken and will need to be replaced. You checked the current inventory of spares, but there are none available. It appears this problem will remain for 24 hours until a new switch can be received and installed. How would you categorize the issue described in this scenario?

Answer 72

Known error

Question 73

How does ‘service request management’ contribute to the ‘deliver and support’ value chain activity?

a) It ensures that users continue to be productive when they need assistance from the service provider

b) It collects user-specific requirements, sets expectations, and provides status updates

c) By initiating standard changes to fulfill service requests

d) It acquires pre-approved service components to help fulfill service requests

Answer 73

a) It ensures that users continue to be productive when they need assistance from the service provider

Question 74

What is an example of an action a service request management employee would undertake as part of the ‘obtain/build’ activity?

a) Analyzing data to identify opportunities to provide new service request options

b) Ensuring users continue to be productive when the need assistance from the service provider

c) Acquiring pre-approved service components to help fulfill service requests

d) Initiating standard changes to fulfill service requests

Answer 74

c) Acquiring pre-approved service components to help fulfill service requests

Question 75

(T/F) Service desks should always be a physical team in a single fixed location.

Answer 75

False

Question 76

(T/F) Service desks should be designed based on your organization, its business processes, and the user requirements.

Answer 76

True

Question 77

(T/F) Service desks should always use a virtual service desk to save money.

Answer 77

False

Question 78

(T/F) Service desks should always be local to the organization they support.

Answer 78

False

Question 79

What activity is the main channel for communication and collaboration with users?

Answer 79

Service desk

Question 80

You are in a quarterly service level management review with your supervisor. The manager asks your supervisor if the service desk has been meeting their SLA target metrics. Your supervisor proudly proclaims that everything is ‘green’ (meaning, we are meeting all of the targets). Just then, another executive asks, “If everything is showing as ‘green’, why am I hearing other users complain that the service is always unavailable for use?” What might be the reason for this?

Your supervisor’s data is ___.

a) based on operational metrics

b) based on business metrics

c) based on availability metrics

d) not based on business outcomes

Answer 80

d) not based on business outcomes

Question 81

How does ‘service level management’ contribute to the ‘improve’ value chain activity?

a) Uses feedback from users about the service and requirements from customers to make the service better

b) Provides feedback from interactions with customers into new or changed services

c) Provides information about the actual service performance and trends

d) Collects feedback during interactions and communicates service performance objectives to the operations and support teams

Answer 81

a) Uses feedback from users about the service and requirements from customers to make the service better

Question 82

You are working as a service desk manager. One of your analysts has created a new workaround for a problem that has been causing issues for users for the last few hours. To ensure all users across the network are notified of this workaround, you decide to post the workaround on the front page of your user service portal on the intranet. During which value chain activity would this occur?

Answer 82

Engage

Question 83

What is an example of an action a service request management employee would undertake as part of the ‘design and transition’ activity?

a) Ensuring users continue to be productive when they need assistance from the service provider

b) Collecting user-specific requirements, setting expectations, and providing status updates

c) Acquiring pre-approved service components to help fulfill service requests

d) Initiating standard changes to fulfill service requests

Answer 83

d) Initiating standard changes to fulfill service requests

Question 84

A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Answer 84

customer

Question 85

A sponsor is a person who authorizes ___ for service consumption.

a) Outcomes

b) Requirements

c) Outputs

d) Budget

Answer 85

d) Budget

Question 86

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

Answer 86

problem

Question 87

The addition, modification, or removal of anything that could have a direct or indirect effect on services?

Answer 87

Change

Question 88

The ___ is the practice of capturing demand for incident resolution and service requests.

Answer 88

service desk

Question 89

The purpose of the ___ practice is to ensure that accurate and reliable information about the configuration of services and the configuration items that support them are available when and where needed.

Answer 89

service configuration management

Question 90

The purpose of the ___ 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.

Answer 90

service request management

Question 91

The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?

Answer 91

Information security management

Question 92

___ is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes.

Answer 92

change enablement

Question 93

Dion Training is an online training organization that provides asynchronous, on-demand video training for the ITIL 4 certifications. To provide these on-demand videos, Dion Training relies on a third-party service provider to host the videos securely and stream the content directly to students when requested through Dion Training’s website. Dion Training is responsible for managing the amount of storage space utilized on the service provider’s server, as well as determining whether a student may or may not watch a particular video. What best describes these activities?

a) Service consumption

b) Service provision

c) Service offering

d) Warranty of a service

Answer 93

a) Service consumption

Question 94

The functionality offered by a product or service to meet a particular need.

Answer 94

utility

Question 95

A service that is “fit for use”.

Answer 95

warranty

Question 96

What are guiding principles considered?

a) Mandatory actions

b) Prescriptive requirements

c) Recommendations

d) Governance

Answer 96

c) Recommendations

Question 97

You have been asked to investigate an email service within your organization that is failing to meet its intended outcomes. You begin by determining the intended outcome and then observe the current service with as much objectivity as possible. Based on your observations, you are able to determine that the current service is not meeting its utility and warranty requirements. Which guiding principles best describes your actions in this scenario?

a) Optimize and automate

b) Keep it simple and practical

c) Collaborate and promote visibility

d) Start where you are

Answer 97

d) Start where you are

Question 98

A small start-up in San Francisco is launching a brand new iPhone app. Their staff is small, but they have big dreams and ideas for their app. The app will perform 15 different functions when it is fully developed. Currently, the app only has 4 functions completed, but the company decided to release the app to get some initial feedback. Based on the feedback, the company changed the third function to improve the customer experience and continued to add one function every 3 weeks to the app. What guiding principle best describes what the company was doing?

a) Optimize and automate

b) Keep it simple and practical

c) Progress iteratively with feedback

d) Start where you are

Answer 98

c) Progress iteratively with feedback

Question 99

Which value chain activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management?

a) Improve

b) Plan

c) Deliver and support

d) Obtain/build

Answer 99

a) Improve

Question 100

Betsy has been hired by your company to lead the process improvement efforts. You have shared with her the overall vision for the process improvement and she begins to analyze your current resources, processes, and metrics. What step of the continual improvement model is Betsy performing?

a) What is the vision

b) Where do we want to be

c) How do we get there

d) Where are we now

Answer 100

d) Where are we now

Question 101

During which step of the continual improvement model is change management and release management usually performed?

a) Take action

b) Where do we want to be

c) What is the vision

d) Where are we now

Answer 101

a) Take action

Question 102

Your company has spent the last 12 months working on a new improvement to the customer relationship management software in an effort to increase customer satisfaction by 4%. Janet analyzes the current metrics and compares them against the baseline metrics from 12 months ago. Which step of the continual improvement model is Janet working in?

a) Did we get there

b) Take action

c) How do we get there

d) Where are we now

Answer 102

a) Did we get there

Question 103

During which step of the continual improvement model do you create your objective baseline measurement?

a) What is the vision

b) Where do we want to be

c) How do we get there

d) Where are we now

Answer 103

d) Where are we now

Question 104

Your organization was having a big problem with cybersecurity due to poor password management practices. You had led an improvement initiative to increase the security of the authentication system by implementing two-factor authentication. The original goal was to get at least 35% of the users to utilize two-factor authentication. During the first phase of your improvement initiative, using the two-factor authentication was voluntary for users. By the end of the first phase, it was determined that 43% of users chose to use the two-factor authentication. You want to continue the improvement efforts and increase usage to 100%. Which step in the continual improvement model should you begin with?

a) What is the vision

b) How do we keep the momentum going

c) How do we get there

d) Where are we now

Answer 104

b) How do we keep the momentum going

Question 105

What is usually included as part of ‘incident management’?

a) Detailed procedures for the diagnosis of incidents

b) Formalized processes for logging incidents

c) Observation of all services and service components to identify any change in state

d) Authority to implement changes to a system

Answer 105

b) Formalized processes for logging incidents

Question 106

Your laptop was connected to the corporate wireless network this morning but when you came back from lunch, it refuses to connect to the network. What term best describes this scenario?

a) Event

b) Problem

c) Incident

d) Request

Answer 106

c) Incident

Question 107

Which of the following is NOT a problem identification activity?

a) Detecting duplicate and recurring issues

b) Logging an incident

c) Performing trend analysis of incident records

d) Analysis of multiple incidents that may be linked together

Answer 107

b) Logging an incident

Question 108

What is NOT a phase in problem management?

a) Problem identification

b) Error control

c) Problem control

d) Incident logging

Answer 108

d) Incident logging

Question 109

How does ‘service request management’ contribute to the ‘engage’ value chain activity?

a) It ensures that users continue to be productive when they need assistance from the service provider

b) It collects user-specific requirements, sets expectations, and provides status updates

c) By initiating standard changes to fulfill service requests

d) It acquires pre-approved service components to help fulfill service requests

Answer 109

b) It collects user-specific requirements, sets expectations, and provides status updates

Question 110

What is an example of an action a service request management employee would undertake as part of the “improve” activity?

a) Communicate with consumers to understand their requirements

b) Initiate and fulfill standard changes

c) Provide trend, quality, and feedback information about requests

d) Fulfill consumer’s service requests through acquisition of service components

Answer 110

c) Provide trend, quality, and feedback information about requests

Question 111

What does a centralized service desk require?

a) Knowledge base

b) Walk-in service hours

c) 24x7 support

d) Outsourced employees

Answer 111

a) Knowledge base

Question 112

If your company is using a single service desk located in one office building to support users from around the world, what type of service desk might this be?

a) Virtual

b) Centralized

c) Follow-the-sun

d) Local

Answer 112

b) Centralized

Question 113

What should be included in every service level agreement?

a) Clearly defined service outcomes

b) Latency requirements

c) Metric for amount of downtime on the backup server

d) Metric for percentage of disk space available on the file server

Answer 113

a) Clearly defined service outcomes

Question 114

Which of the following is NOT a valid source of service level management data to use in analyzing your service level agreements?

a) Customer feedback

b) Competitor’s metrics

c) Operational metrics

d) Business metrics

Answer 114

b) Competitor’s metrics

Question 115

Your laptop only has a 256GB of SSD storage installed. You have been traveling for work for the last 2 weeks and have downloaded a lot of video files to your internal storage device. Your computer is having issues because there is not enough free space. You called your service desk, but since you are out of the country, they cannot remotely back up all the files on your laptop. They recommend that you move the large files from your internal storage device (256GB SSD) to an external hard drive to free up some available space. Unfortunately, you don’t have an external hard drive with you, so you will purchase one at the store later today. How would you classify this situation and the solution recommended?

a) Incident

b) Workaround

c) Problem

d) Known error

Answer 115

d) Known error

Question 116

How does ‘service level management’ contribute to the ‘engage’ value chain activity?

a) Collects feedback during interactions and communicates service performance objectives to the operations and support teams

b) Provides feedback from interactions with customers into new or changed services

c) Collects and processes feedback from customers and users

d) Provides information about the actual service performance and trends

Answer 116

c) Collects and processes feedback from customers and users

Question 117

Which guiding principle is focused on increasing communication both within the project and outside of it?

a) Keep it simple and practical

b) Collaborate and promote visibility

c) Progress iteratively with feedback

d) Optimize and automate

Answer 117

b) Collaborate and promote visibility

Question 118

Which guiding principle is concerned with an understanding of how all the parts of an organization work together in an integrated way?

Answer 118

think and work holistically

Question 119

You have just been promoted to the role of the Service Desk manager. The manager before you loved metrics, and the Service Desk is currently spending numerous hours per week creating reports based on over 150 different metrics they call ‘measures of effectiveness’. You believe there are simply too many metrics being collected and begin an analysis of each one to determine if is it providing valuable information. For the ones you find without value, you eliminate the requirement to track and report on those metrics. Which guiding principle are you following in this scenario?

Answer 119

Keep it simple and practical

Question 120

Which service management dimension is focused on an organization’s relationships with other organizations in order to deliver its services?

Answer 120

Partners and suppliers

Question 121

Which of these are a key focus of the ‘value streams and processes’ dimension?

a) Workflow management and inventory systems

b) Activities that transform inputs into outputs

c) Roles and responsibilities

d) Contracts and agreements

Answer 121

b) Activities that transform inputs into outputs

Question 122

Which ITIL concept describes continual improvement?

Answer 122

Service value system

Question 123

Which of the following is NOT an activity within the service value chain?

a) Service relationships

b) Improve

c) Design and Transition

d) Obtain/Build

Answer 123

a) Service relationships

Question 124

(T/F) “Continual improvement” should have minimal interaction with other practices.

Answer 124

False

Explanation
Continual improvement is everyone’s responsibility. Although there may be a group of staff members who focus on this work full-time, it is critical that everyone in the organization understands that active participation in continual improvement activities is a core part of their job. To ensure that this is more than a good intention, it is wise to include contribution to continual improvement in all job descriptions and every employee’s objectives, as well as in contracts with external suppliers and contractors.

Question 125

(T/F) Everyone in the organization is responsible for some aspects of “continual improvement”.

Answer 125

True

Explanation
Continual improvement is everyone’s responsibility. Although there may be a group of staff members who focus on this work full-time, it is critical that everyone in the organization understands that active participation in continual improvement activities is a core part of their job. To ensure that this is more than a good intention, it is wise to include contribution to continual improvement in all job descriptions and every employee’s objectives, as well as in contracts with external suppliers and contractors.

Question 126

(T/F) All improvement ideas should be logged in a single “continual improvement” register.

Answer 126

False

Explanation
Continual improvement is everyone’s responsibility. Although there may be a group of staff members who focus on this work full-time, it is critical that everyone in the organization understands that active participation in continual improvement activities is a core part of their job. To ensure that this is more than a good intention, it is wise to include contribution to continual improvement in all job descriptions and every employee’s objectives, as well as in contracts with external suppliers and contractors.

Question 127

(T/F) A single team should carry out “continual improvement” across the organization.

Answer 127

False

Explanation
Continual improvement is everyone’s responsibility. Although there may be a group of staff members who focus on this work full-time, it is critical that everyone in the organization understands that active participation in continual improvement activities is a core part of their job. To ensure that this is more than a good intention, it is wise to include contribution to continual improvement in all job descriptions and every employee’s objectives, as well as in contracts with external suppliers and contractors.

Question 128

Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?

a) Understanding stakeholder needs

b) Ensuring service components are available

c) Understanding the organization’s vision

d) Meeting stakeholder expectations.

Answer 128

d) Meeting stakeholder expectations.

Explanation
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.

Question 129

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

Answer 129

problem

Question 130

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

Answer 130

a) To systematically observe services and service components

Explanation
The purpose of the monitoring and event management practice is to systematically observe services and service components, and record and report selected changes of state identified as events. This practice identifies and prioritizes infrastructure, services, business processes, and information security events, and establishes the appropriate response to those events, including responding to conditions that could lead to potential faults or incidents.

Question 131

Which practice has a purpose that includes managing risks to confidentiality, integrity, and availability?

a) Problem management

b) Information security management

c) Service configuration management

d) Change enablement

Answer 131

b) Information security management

Explanation
The purpose of the information security management practice is to protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication (ensuring someone is who they claim to be) and nonrepudiation (ensuring that someone can’t deny that they took an action).

Question 132

Which practice has a strong influence on the user experience and perception of the service provider?

a) Service desk

b) Supplier management

c) Service level management

d) Change enablement

Answer 132

a) Service desk

Explanation
The service desk may not need to be highly technical, although some are. However, even if the service desk is fairly simple, it still plays a vital role in the delivery of services, and must be actively supported by its peer groups. It is also essential to understand that the service desk has a major influence on user experience and how the service provider is perceived by the users.

Question 133

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) skills of people

b) authorization of changes

c) configuration of services

d) relationships with suppliers

Answer 133

c) configuration of services

Explanation
The purpose of the service configuration management practice is to 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. This includes information on how CIs are configured and the relationships between them.

Question 134

What is the MOST important reason for prioritizing incidents?

a) To provide links to related changes and known errors

b) To ensure that user expectations are realistic

c) To ensure that incidents with highest impact are resolved first

Answer 134

c) To ensure that incidents with highest impact are resolved first

Explanation
Incident management can have an enormous impact on customer and user satisfaction, and on how customers and users perceive the service provider. Every incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user. Target resolution times are agreed, documented, and communicated to ensure that expectations are realistic. Incidents are prioritized based on an agreed classification to ensure that incidents with the highest business impact are resolved first.

Question 135

Which statement about outcomes is CORRECT?

a) They co-create value for service providers by reducing costs and risks.

b) They provide products to service providers based on outputs.

c) They are deliverables provided to service consumers.

d) They allow service consumers to achieve a desired result.

Answer 135

d) They allow service consumers to achieve a desired result.

Explanation
By definition, outcome is a result for a stakeholder enabled by one or more outputs. In other words, outcomes allow service consumers to achieve a desired result.

Question 136

Which is a purpose of the ‘relationship management’ practice?

a) To identify, analyze, monitor, and continually improve links with stakeholders

b) To systematically observe services and service components

c) To protect the information needed by the organization to conduct its business

d) To be the entry point and single point of contact for the service provider with all of its users

Answer 136

a) To identify, analyze, monitor, and continually improve links with stakeholders

Explanation
The purpose of the relationship management practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.

Question 137

Which statement about service relationship management is CORRECT?

a) It requires the service consumer to create resources for the service provider

b) It focuses on the fulfilment of the agreed service actions

c) It requires co-operation of both the service provider and service consumer

d) It focuses on the service actions performed by users

Answer 137

c) It requires co-operation of both the service provider and service consumer

Explanation
Service relationship is a cooperation between a service provider and service consumer. Service relationships include service provision, service consumption, and service relationship management.

Of these three components, service relationship management is joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

Question 138

Which statement about problems is CORRECT?

a) Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.

b) Problems are not related to incidents.

c) Problems must be resolved quickly in order to restore normal business activity.

d) Problem prioritization involves risk assessment.

Answer 138

d) Problem prioritization involves risk assessment.

Explanation
Problems are prioritized for analysis based on the risk that they pose, and are managed as risks based on their potential impact and probability. It is not essential to analyze every problem; it is more valuable to make significant progress on the highest-priority problems than to investigate every minor problem that the organization is aware of.

Question 139

A person who approves a change.

Answer 139

change authority

Question 140

Which of the four dimensions is concerned with “the supporting information and knowledge needed to deliver and manage the services”?

a) Partners and suppliers

b) Information and technology

c) Value streams and processes

d) Organization and people

Answer 140

b) Information and technology

Question 141

Which is NOT a component of the service value system?

a) Opportunity and demand

b) The service value chain

c) Governance

d) Continual improvement

Answer 141

a) Opportunity and demand

Question 142

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) Keep it simple and practical

d) Think and work holistically

Answer 142

c) Keep it simple and practical

Explanation
One important step of “Keep it simple and practical” guiding principle is judging what to keep.

When analysing a practice, process, service, metric, or other improvement target, always ask whether it contributes to value creation. When designing or improving service management, it is better to start with an uncomplicated approach and then carefully add controls, activities, or metrics when it is seen that they are truly needed.

Critical to keeping service management simple and practical is understanding exactly how something contributes to value creation. For example, a step in a process may be perceived by the operational staff involved as a waste of time. However, from a corporate perspective, the same step may be important for regulatory compliance and therefore valuable in an indirect, but nevertheless important, way. It is necessary to establish and communicate a holistic view of the organization’s work so that individual teams or groups can think holistically about how their work is being influenced by, and in turn influences, others.

Question 143

Which practice is responsible for moving new or changed components to live or other environments?

a) Deployment management

b) Change enablement

c) Release management

d) Supplier management

Answer 143

a) Deployment management

Explanation
The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other environments for testing or staging.

Question 144

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 current state and identifying what can be reused

d) Understanding the customer’s perception of value

Answer 144

a) The ability to discover and respond to failure earlier

Explanation
Working in a timeboxed, iterative manner with feedback loops embedded into the process allows for:

– greater flexibility

– faster responses to customer and business needs

– the ability to discover and respond to failure earlier

– an overall improvement in quality.

Having appropriate feedback loops between the participants of an activity gives them a better understanding of where their work comes from, where their outputs go, and how their actions and outputs affect the outcomes, which in turn enables them to make better decisions.

Question 145

Which action is performed by a service provider?

a) Requesting required service actions

b) Ensuring access to agreed resources

c) Authorizing budget for service consumption

d) Receiving of the agreed goods

Answer 145

b) Ensuring access to agreed resources

Explanation
Service offering is a formal 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. Of these components, accessing to resources granted or licensed to a consumer under agreed terms and conditions (for example, to the mobile network, or to the network storage). The resources remain under the provider’s control and can be accessed by the consumer only during the agreed service consumption period

Question 146

Which of these are influencing factors for partner and supplier strategy?

1. Corporate hospitality
2. Resource scarcity
3. Demand patterns
4. Personal relationship with supplier

a) 1 and 2

b) 1 and 4

c) 3 and 4

d) 2 and 3

Answer 146

d) 2 and 3

Question 147

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) additional measurements

d) revised processes

Answer 147

b) existing information

Explanation
In the process of eliminating old, unsuccessful methods or services and creating something better, there can be great temptation to remove what has been done in the past and build something completely new. This is rarely necessary, or a wise decision. This approach can be extremely wasteful, not only in terms of time, but also in terms of the loss of existing services, processes, people, and tools that could have significant value in the improvement effort. Do not start over without first considering what is already available to be leveraged.

Question 148

Which is a risk that might be removed from a service consumer by an IT service?

a) Security breach

b) Service provider ceasing to trade

c) Failure of server hardware

d) Cost of purchasing servers

Answer 148

c) Failure of server hardware

Explanation
There are two types of risk that are of concern to service consumers:

– risks removed from a consumer by the service (part of the value proposition). These may include failure of the consumer’s server hardware or lack of staff availability. In some cases, a service may only reduce a consumer’s risks, but the consumer may determine that this reduction is sufficient to support the value proposition

– risks imposed on a consumer by the service (risks of service consumption). An example of this would be a service provider ceasing to trade, or experiencing a security breach.