Part Flashcards by Desire Amabibi

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
A. Progress iteratively with feedback
B. Keep it simple and practical
C. Start where you are
D. Focus on value

C. Start where you are

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Which practice has a purpose that includes ensuring that risks have been properly assessed?
A. Service configuration management
B. Problem management
C. Service level management
D. Change control

D. Change control

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When should a full risk assessment and authorization be carried out for a standard change?
A. Each time the standard change is implemented
B. When the procedure for the standard change is created
C. At least once a year
D. When an emergency change is requested

B. When the procedure for the standard change is created

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Which statement about emergency changes is CORRECT?
A. The testing of emergency changes can be eliminated in order to implement the change quickly
B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
C. Emergency changes should be authorized and implemented as service requests
D. Emergency changes must be fully documented before authorization and implementation

B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

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Which practice coordinates the classification, ownership and communication of service requests and incidents?
A. Supplier management
B. Service desk
C. Problem management
D. Relationship management

B. Service desk

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What is warranty?
A. Assurance that a product or service will meet agreed requirements
B. The amount of money spent on a specific activity or resource
C. The functionality offered by a product or service to meet a particular need
D. The perceived benefits, usefulness and importance of something

A. Assurance that a product or service will meet agreed requirements

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Which is part of service provision?
A. The management of resources configured to deliver the service
B. The management of resources needed to consume the service
C. The grouping of one or more services based on one or more products
D. The joint activities performed to ensure continual value co-creation

A. The management of resources configured to deliver the service

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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. There should only be one for the whole organization
D. It should be re-prioritized as ideas are documented

D. It should be re-prioritized as ideas are documented

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What are ‘engage’, ‘plan’ and ‘improve’ examples of?
A. Service value chain activities
B. Service level management
C. Service value chain inputs
D. Change control

A. Service value chain activities

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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 output can be enabled by one or more outcomes
D. An outcome is a tangible or intangible activity

A. An outcome can be enabled by more than one output

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Which statement about service desks is CORRECT?
A. The service desk should work in close collaboration with support and development teams
B. The service desk should rely on self-service portals instead of escalation to support teams
C. The service desk should remain isolated from technical support teams
D. The service desk should escalate all technical issues to support and development teams

A. The service desk should work in close collaboration with support and development teams

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Which practice updates information relating to symptoms and business impact?
A. Service level management
B. Change control
C. Service request management
D. Incident management

D. Incident management

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Which is included in the purpose of the ‘design and transition’ value chain activity?
A. Ensuring that service components are available when needed
B. Providing transparency and good stakeholder relationships
C. Supporting services according to specifications
D. Continually meeting stakeholder expectations for costs

D. Service request management

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Which practice has a purpose to support the quality of the service by handling all agreed user-initiated service requests?
A. Change Control
B. IT asset management
C. Service desk
D. Service request management

D. Service request management

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Which is NOT a component of the service value system?
A. The guiding principles
B. Governance
C. Practices
D. The four dimensions of service management

D. The four dimensions of service management

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Which statement about the steps to fulfil a service request is CORRECT?
A. They should be complex and detailed
B. They should be well-known and proven
C. They should include incident handling
D. They should be brief and simple

B. They should be well-known and proven

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What is defined as a cause, or potential cause, of one or more incidents?
A. Change
B. Event
C. Known error
D. Problem

D. Problem

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Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
A. Start where you are
B. Collaborate and promote visibility
C. Keep it simple and practical
D. Optimize and automate

C. Keep it simple and practical

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When should the effectiveness of a problem workaround be assessed?
A. Whenever the workaround is used
B. Whenever the problem is resolved
C. Whenever the workaround becomes a known error
D. Whenever the problem is prioritized

A. Whenever the workaround is used

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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. assets
B. values
C. elements
D. services

D. services

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Which dimension considers how knowledge assets should be protected?
A. Organizations and people
B. Partners and suppliers
C. Information and technology
D. Value streams and processes

C. Information and technology

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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?
A. Service management
B. Continual improvement
C. A service
D. An IT asset

C. A service

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Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
A. Immediate escalation
B. Specialist teams
C. A separate process
D. Third party support

C. A separate process

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What are the ITIL guiding principles used for?
A. To help an organization make good decisions
B. To direct and control an organization
C. To identify activities that an organization must perform in order to deliver a valuable service
D. To ensure that an organization’s performance continually meets stakeholders’ expectations

A. To help an organization make good decisions

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25. Which is the CORRECT approach for managing a large improvement initiative as smaller iterations? A. Each iteration should be designed before starting the initiative and implemented without feedback B. Feedback should only be taken into account when one iteration fails to meet its objective 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

D. Each iteration should be continually re-evaluated based on feedback

26. What is the purpose of the 'deployment management' practice? A. To ensure services achieve agreed and expected performance B. To make new or changed services available for use C. To move new or changed components to live environments D. To set clear business-based targets for service performance

C. To move new or changed components to live environments

27. Which is a service request? A. Requesting a workaround for an issue B. Requesting information about how to create a document C. Requesting an enhancement to an application D. Requesting investigation of a degraded service

B. Requesting information about how to create a document

28. Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organizations suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services. A. costs B. users C. value D. performances

D. performances

29. What is a recommendation of the 'focus on value' guiding principle? A. Make 'focus on value' a responsibility of the management B. Focus on the value of new and significant projects first C. Focus on value for the service provider first D. Focus on value at every step of the improvement

D. Focus on value at every step of the improvement

30. Which guiding principle recommends standardizing and streamlining manual tasks? A. Optimize and automate B. Collaborate and promote visibility C. Focus on value D. Think and work holistically

A. Optimize and automate

31. Which describes a set of defined steps for implementing improvements? A. The 'improve' value chain activity B. The 'continual improvement register' C. The 'continual improvement model' D. The 'engage' value chain activity

C. The 'continual improvement model'

32. Which is a key requirement for a successful service level agreement? A. It should be written in legal language B. It should be simply written and easy to understand C. It should be based on the service provider's view of the service D. It should relate to simple operational metrics

B. It should be simply written and easy to understand

33. When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT? A. An organization should always use a single technique to ensure metrics are consistent B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis C. An organization should always develop competencies in methodologies and techniques that will meet their needs D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies

B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

34. How does a service consumer contribute to the reduction of risk? A. By paying for the service B. By managing server hardware C. By communicating constraints D. By managing staff availability

C. By communicating constraints

35. What helps diagnose and resolve a simple incident? A. Rapid escalation B. Formation of a temporary team C. The use of scripts D. Problem prioritization

C. The use of scripts

36. Which ITIL practice has a purpose that includes reducing the likelihood of incidents? A. Change control B. Continual improvement C. Problem management D. Service desk

C. Problem management

37. Which service level metrics are BEST for measuring user experience? A. Single system-based metrics B. Metrics for the percentage of uptime of a service C. Operational metrics D. Metrics linked to defined outcomes

C. Operational metrics

38. What are the MOST important skills required by service desk staff? A. Incident analysis skills B. Technical skills C. Problem resolution skills D. Supplier management skills

A. Incident analysis skills

39. 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 A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4

D. 1 and 4

40. 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 a workaround for the problem has been identified C. As soon as the analysis of the frequency and impact of incidents justifies the change D. As soon as the analysis of cost, risks and benefits justifies the change

A. As soon as a solution for the problem has been identified

1. Which is the CORRECT approach for managing a large improvement initiative as smaller iterations? A. Each iteration should be designed before starting the initiative and implemented without feedback B. Feedback should only be taken into account when one iteration fails to meet its objective 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

D. Each iteration should be continually re-evaluated based on feedback

2. Which practice has a purpose that includes aligning the organization's practices and services with changing business needs? A. Service level management B. Service configuration management C. Relationship management D. Continual improvement

D. Continual improvement

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 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

A. They are agreed, documented, and communicated to help set user expectations

4. 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

C. To streamline the fulfilment workflow

5. Which practice involves the management of vulnerabilities that have been analysed but not resolved? A. Change control B. Service request management C. Problem management D. Service level management

C. Problem management

6. 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

C. Service management

7. Which gives a user access to a system? A. Service requirement B. Service agreement C. Service consumption D. Service provision

D. Service provision

8. 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

C. Low impact incidents should be resolved efficiently so the resource required is reduced

9. 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

B. Each value chain activity uses different combinations of practices to convert inputs into outputs

10. Which is the BEST description of the value of a service to a customer? A. The amount of money the customer pays for using the service B. The financial return the customer gets from using the service C. The outcomes the customer receives by using the service D. The customer's perception of the benefits of using the service

D. The customer's perception of the benefits of using the service

11. Which describes normal changes? A. Changes that are low-risk and pre-authorized B. Changes that need to be scheduled and assessed following a process C. Changes that are typically initiated as service requests D. Changes that must be implemented as soon as possible

B. Changes that need to be scheduled and assessed following a process

12. Which practice forms a link between the service provider and the users of services? A. Change control B. Service level management C. Problem management D. Service desk

D. Service desk

13. Which value chain activity ensures that products meet stakeholder expectations for quality? A. Design and transition B. Engage C. Obtain/build D. Plan

A. Design and transition

14. Which practice has a purpose to support the quality of the service by handling all agreed user-initiated service requests? A. Change Control B. IT asset management C. Service desk D. Service request management

D. Service request management

15. 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

A. The ITIL service value system

16. 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

B. Problem management

17. What is the 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)

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

18. 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

C. Measured data is always more accurate than direct observation

19. 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. Service configuration management

C. Service level management

20. 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. assets B. values C. elements D. services

D. services

21. 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 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

A. The level of integration and formality involved in the relationships between organizations

22. 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? A. Service management B. Continual improvement C. A service D. An IT asset

C. A service

23. Which skill is an essential part of the 'service level management' practice? A. Technical knowledge B. Listening C. Diagnosis D. Problem analysis

B. Listening

24. How should the seven guiding principles be combined when an organization is making a decision? A. By using all the guiding principles equally when making any decision B. By using the one or two guiding principles that are most relevant to the specific decision C. By using the 'focus on value' principle and one or two others that are relevant to the specific decision D. Review each guiding principle to decide how relevant it is to the specific decision

D. Review each guiding principle to decide how relevant it is to the specific decision

25. Which guiding principle recommends eliminating activities that do not contribute to the creation of value? A. Start where you are B. Collaborate and promote visibility C. Keep it simple and practical D. Optimize and automate

C. Keep it simple and practical

26. Which practice makes new services available for use? A. Change control B. Release management C. Deployment management D. IT asset management

B. Release management

27. 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

B. Performing baseline assessments

28. What is the purpose of the 'relationship management' practice? A. To establish and nurture the links between the organization and its stakeholders B. To align the organization's practices and services with changing business needs C. To set clear business-based targets for service performance D. To support the agreed quality of a service handling all agreed, user-initiated service requests

A. To establish and nurture the links between the organization and its stakeholders

29. Which guiding principle considers the importance of customer loyalty? A. Progress iteratively with feedback B. Focus on value C. Optimize and automate D. Start where you are

B. Focus on value

30. 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

D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

31. What helps diagnose and resolve a simple incident? A. Rapid escalation B. Formation of a temporary team C. The use of scripts D. Problem prioritization

C. The use of scripts

32. 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

D. Trend analysis of incident records

33. 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'

D. Everyone in the organization is responsible for some aspects of 'continual improvement'

34. Which statement about outcomes is CORRECT? A. Outcomes are one or more services that fulfil the needs of a service consumer B. Service providers help service consumers achieve outcomes C. Outcomes help service consumers achieve outputs D. Helping service consumers achieve outcomes reduces service provider costs

B. Service providers help service consumers achieve outcomes

35. 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

A. Less low-level work and a greater ability to focus on user experience

36. 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. Supplier

B. Service provider

37. Which statement about the 'change control' practice is CORRECT? A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process B. Normal changes are triggered by the creation of a change request which can be created manually or automated C. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process

38. 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. Service configuration management

C. Change control

39. Which dimension considers data security and privacy? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes

B. Information and technology

40. 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

A. Customer engagement

1. Which guiding principle helps to ensure that better information is available for decision making? A. Keep it simple and practical B. Think and work holistically C. Optimize and automate D. Collaborate and promote visibility 2. Which practice has a purpose that includes observing a service to report selected changes of state identified as events? A. Information security management B. Monitoring and event management C. Incident management D. Change control 3. Which describes a standard change? A. A change that needs to be scheduled assessed and authorized following a defined process B. A change that is typically implemented as a service request C. A high-risk change that needs very thorough assessment D. A change that must be implemented as soon as possible 4. How does information about problems and known errors contribute to 'incident management'? A. It enables quick and efficient diagnosis of incidents B. It removes the need for regular customer updates C. It removes the need for collaboration during incident resolution D. It enables the reassessment of known errors 5. Which practice owns and manages issues, queries and requests from users? A. Incident management B. Service desk C. Change control D. Problem management 6. What defines the requirements for a service and takes responsibility for the outcomes of service consumption? A. An IT asset B. A customer C. A configuration item (CI) D. A user 7. Which stakeholders co-create value in a service relationship? A. Investor and supplier B. Consumer and provider C. Provider and supplier D. Investor and consumer 8. Which describes normal changes? A. Changes that are low-risk and pre-authorized B. Changes that need to be scheduled and assessed following a process C. Changes that are typically initiated as service requests D. Changes that must be implemented as soon as possible 9. 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 10. Which statement about outcomes is CORRECT? A. Outcomes are one or more services that fulfil the needs of a service consumer B. Service providers help service consumers achieve outcomes C. Outcomes help service consumers achieve outputs D. Helping service consumers achieve outcomes reduces service provider costs

B. Service providers help service consumers achieve outcomes

11. Which skill is an essential part of the 'service level management' practice? A. Technical knowledge B. Listening C. Diagnosis D. Problem analysis

B. Listening

12. What are the three phases of 'problem management'? A. Problem logging, problem classification, problem resolution B. Incident management, problem management, change control C. Problem identification, problem control, error control D. Problem analysis, error identification, incident resolution

C. Problem identification, problem control, error control

13. Which is a purpose of the 'engage' value chain activity? A. Meeting expectations for quality, costs and time-to-market B. Providing transparency and good relationships C. Ensuring the continual improvement of services D. Ensuring that the organization's vision is understood

B. Providing transparency and good relationships

14. 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. suppliers B. CIs C. customers D. assets

B. CIs

15. What is described by the service value system? A. How all the components and activities of the organization work together as a system to enable value creation? B. Services based on one or more products, designed to address needs of a target consumer group C. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation D. How to apply the systems approach of the guiding principle think and work holistically

A. How all the components and activities of the organization work together as a system to enable value creation?

16. 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. Service desk

D. Service desk

17. What is defined as any component that needs to be managed in order to deliver an IT service? A. A service requests B. A configuration item (CI) C. An incident D. An IT asset

B. A configuration item (CI)

18. Which guiding principle recommends using the minimum number of steps necessary to achieve an objective? A. Progress iteratively with feedback B. Focus on value C. Think and work holistically D. Keep it simple and practical

D. Keep it simple and practical

19. 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. 2 and 3 C. 3 and 4 D. 1 and 4

A. 1 and 2

20. What is an IT asset? 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 a service C. A request from a user that initiates a service action D. The removal of anything that could have a direct or indirect effect on services

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

21. Which dimension includes a workflow management system? A. Organizations and people B. Partners and suppliers C. Information and technology D. Value streams and processes

D. Value streams and processes

22. 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. information B. costs C. utility D. warranty

B. costs

23. Which of these should be logged and managed as a problem? A. A user requests delivery of a laptop B. A monitoring tool detects a change of state for a service C. Trend analysis shows a large number of similar incidents D. 'Continual improvement' needs to prioritize an improvement opportunity

C. Trend analysis shows a large number of similar incidents

24. 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 A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4

A. 1 and 2

25. Which guiding principle recommends coordinating all dimensions of service management? A. Start where you are B. Progress iteratively with feedback C. Think and work holistically D. Keep it simple and practical

C. Think and work holistically

27. How should the workflow for a new service request be designed? A. Use a single workflow for all types of service request B. Use different workflows for each type of service request C. Avoid workflows for simple service requests D. Leverage existing workflows whenever possible

D. Leverage existing workflows whenever possible

28. What is the purpose of the 'information security management' practice? A. To protect the information needed by the organization to conduct its business B. To observe services and service components C. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed D. To plan and manage the full lifecycle of all IT assets

A. To protect the information needed by the organization to conduct its business

29. 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. A. measurement B. tools C. plans D. process

A. measurement

30. How should automation be implemented? A. By replacing human intervention wherever possible B. By replacing the existing tools first C. By initially concentrating on the most complex tasks D. By optimizing as much as possible first

D. By optimizing as much as possible first

31. Which activity is part of the 'continual improvement' practice? A. Identifying and logging opportunities B. Delivering tactical and operational engagement with customers C. Populating and maintaining the asset register D. Providing a clear path for users to report issues, queries, and requests

A. Identifying and logging opportunities

32. Which competencies are required by the 'service level management' practice? A. Problem investigation and resolution B. Business analysis and commercial management C. Incident analysis and prioritization D. Balanced scorecard reviews and maturity assessment

C. Incident analysis and prioritization

33. Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments? A. Incident management B. Problem management C. Continual improvement D. Service request management

C. Continual improvement

34. Which statement about costs is CORRECT? A. Costs imposed on the consumer are costs of service utility B. Costs removed from the consumer are part of the value proposition C. Costs imposed on the consumer are costs of service warranty D. Costs removed from the consumer are part of service consumption

B. Costs removed from the consumer are part of the value proposition

35. What is typically needed to assign complex incidents to support groups? A. A self-help tool B. The incident priority C. A change schedule D. The incident category

D. The incident category

37. A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed? A. As a change request B. As a service request C. As an event D. As a problem

D. As a problem

38. What should be done to determine the appropriate metrics for measuring a new service? A. Measuring the performance over the first six months, and basing a solution on the results B. Asking customers to provide numerical targets that meet their needs C. Asking customers open questions to establish their requirements D. Using operational data to provide detailed service reports

D. Using operational data to provide detailed service reports

40. What should be used to set user expectations for request fulfillment times? A. The time that the customer indicates for service delivery B. The consumer demand for the service C. The time needed to realistically deliver the service D. The service levels of the supplier

C. The time needed to realistically deliver the service

1. Which guiding principle uses experience from one improvement activity to improve the next activity? A. Start where you are B. Progress iteratively with feedback C. Keep it simple and practical D. Optimize and automate

B. Progress iteratively with feedback

2. Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services? A. Release management B. Supplier management C. Service management D. Relationship management

B. Supplier management

3. 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

D. Change authorities are assigned for each type of change and change model

4. 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

C. Incident management

5. Which will NOT be handled as a service request? A. The degradation of a service B. The replacement of a toner cartridge C. The provision of a laptop D. A complaint about a support team

A. The degradation of a service

6. 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

B. a role

7. A service offering may include goods, access to resources, and service actions. Which is an example of a service action? A. A mobile phone enables a user to work remotely B. A password allows a user connect to a WiFi network C. A license allows a user to install a software product D. A service desk agent provides support to a user

D. A service desk agent provides support to a user

8. 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. Normal 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. Normal changes are typically implemented as service requests and authorized by the service desk

B. Normal changes should be assessed and authorized before they are deployed

9. Which statement about a service value stream is CORRECT? A. It uses prescriptive inputs and outputs B. It is a value chain activity C. It integrates practices for a specific scenario D. It is used to provide governance

A. It uses prescriptive inputs and outputs

10. Which statement about outputs 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 describe how the service performs

C. They contribute to the achievement of outcomes

11. Which is an example of a business related measurement? A. The number of passengers checked in B. The average time to respond to change requests C. The average resolution time for incidents D. The number of problems resolved

A. The number of passengers checked in

12. Which practice involves the management of vulnerabilities that have been analysed but not resolved? A. Change enablement B. Service request management C. Problem management D. Service level management

C. Problem management

13. Which BEST describes the purpose of the 'improve' value chain activity? A. To organize a major improvement initiative into several smaller initiatives B. To make new and improved services and features available for use C. To ensure a shared understanding of the vision and improvement direction for all products and services D. To continually improve all products and services across all value chain activities

D. To continually improve all products and services across all value chain activities

14. Which includes governance, management practices, and continual improvement? A. The service value system B. The 'deliver and support' value chain activity C. The 'focus on value' guiding principle D. The 'value stream and processes' dimension

A. The service value system

16. Which practice is used to confirm customer requirements for services? A. Service request management B. Service level management C. Service desk D. Incident management

B. Service level management

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

18. Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'? A. Only add controls and metrics when they are needed 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

B. Design controls and metrics first, then remove those not adding value

19. Which practice provides a communications point for users to report operational issues, queries and requests? A. Incident management B. Continual improvement C. Service desk D. Relationship management

C. Service desk

20. What are typically recognized through notifications created by an IT service, CI or monitoring tool? A. Incidents B. Problems C. Events D. Requests

C. Events

21. 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

A. Organizations and people

22. What is utility? A. The functionality offered by a service to meet a particular need B. Assurance that a service will meet agreed requirements C. The amount of money spent on a specific activity or resource D. The perceived benefits, usefulness and importance of something

A. The functionality offered by a service to meet a particular need

23. An organization is notified by a supplier about a defect in a software product that they use. Which practice describes the activities needed to log and manage this? A. Incident management B. Problem management C. Change enablement D. Service desk

D. Service desk

24. How should the seven guiding principles be combined when an organization is making a decision? A. By using all the guiding principles equally when making any decision B. By using the one or two guiding principles that are most relevant to the specific decision C. By using the 'focus on value' principle and one or two others that are relevant to the specific decision D. By reviewing each guiding principle to decide how relevant it is to the specific decision

D. By reviewing each guiding principle to decide how relevant it is to the specific decision

25. 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

A. Collaborate and promote visibility

26. Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels? A. Supplier management B. Change enablement C. Relationship management D. Service desk

C. Relationship management

27. 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

A. Service desk

28. 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. Service level management

A. Information security management

29. Which principle concentrates on service consumers? A. Start where you are B. Optimize and automate C. Keep it simple D. Focus on value

D. Focus on value

30. 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

A. Check that the activity has already been optimized

31. 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

B. Performing baseline assessments

32. 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. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

33. 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'

D. Everyone in the organization is responsible for some aspects of 'continual improvement'

34. Which is the BEST description of the value of a service to a customer? A. The amount of money the customer pays for using the service B. The financial return the customer gets from using the service C. The outcomes the customer receives by using the service D. The customer's perception of the benefits of using the service

D. The customer's perception of the benefits of using the service

35. Why is it important to set target resolution times in 'incident management'? A. They determine when an incident becomes a problem B. They determine which support team the incident should be escalated to C. They enable the management of customer and user expectations D. They facilitate information sharing and learning

C. They enable the management of customer and user expectations

36. 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

B. Deployment management

37. Which practice identifies metrics that reflect the customers experience of a service? A. Continual improvement B. Service desk C. Service level management D. Problem management

B. Service desk

38. 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

A. A standard change

39. Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes

C. Partners and suppliers

40. 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

D. Trend analysis of incident records

1. 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

A. The ability to discover and respond to failure earlier

2. 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

C. After the problem has been analyzed

3. 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 meets customer expectations

B. Prioritization of problems based on the risk that they pose

4. What can be used to determine if a service is 'fit for purpose'? A. Availability B. Warranty C. Outcome D. Utility

D. Utility

5. 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

A. It enables effective stakeholder management

6. 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

C. Low impact incidents should be resolved efficiently so the resource required is reduced

7. 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

B. Each value chain activity uses different combinations of practices to convert inputs into outputs

8. What term is used to describe whether a service will meet availability, capacity and security requirements? A. Outcomes B. Value C. Utility D. Warranty

D. Warranty

9. 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

D. Service desk

10. Where are the details of the required performance outcomes of a service defined? A. Service level agreements B. Service requests C. Service components D. Service offerings

A. Service level agreements

11. 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

A. Plan

12. Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organizations suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services. A. costs B. users C. value D. performances

D. performances

13. 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

A. The ITIL service value system

14. 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

A. Incident management and service request management

15. What is defined as any component that needs to be managed in order to deliver an IT service? A. A service request B. A configuration item (CI) C. An incident D. An IT asset

B. A configuration item (CI)

16. 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

D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

17. 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

C. Providing good-quality updates when expected

18. 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 incidents 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)

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

19. 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 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

A. The level of integration and formality involved in the relationships between organizations

20. What is the definition of service management? A. Activities performed by an organization to provide products and services to their consumers B. A description of services based on products, which meet the needs of a target consumer group C. A means of enabling value co-creation by facilitating outcomes that customers want to achieve D. A set of specialized organizational capabilities for enabling value for customers in the form of services

D. A set of specialized organizational capabilities for enabling value for customers in the form of services

21. 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

A. Customer engagement

22. 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 A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4

A. 1 and 2

23. 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

B. Focus on value

24. 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 C. Record and report selected changes of state D. Plan and manage the full lifecycle of all IT assets

B. Ensure that risks have been properly assessed

25. 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

D. Making business cases for improvement action

26. 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 D. To move hardware and software to live environments

C. To make new and changed services available for use

27. 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 C. Involving customers after all planning has been completed D. Engaging every stakeholder group in the same way, with the same communication

B. Increasing collaboration and visibility for the improvement

28. 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. A. measurement B. tools C. plans D. process

A. measurement

29. 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

C. Change enablement

30. When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT? A. An organization should always use a single technique to ensure metrics are consistent B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis C. An organization should always develop competencies in methodologies and techniques that will meet their needs D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies

B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

31. 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

C. The installation of a software application in response to a service request

32. 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

B. An organization

33. 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 enablement D. Service level management

B. Problem management

34. 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. Supplier

B. Service provider

35. Which statement about the steps to fulfill a service request is CORRECT? A. They should be complex and detailed B. They should be well-known and proven C. They should include incident handling D. They should be brief and simple

B. They should be well-known and proven

36. 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 C. The failure of an IT service D. An emergency change to implement a security patch

B. A compliment about an IT support team

37. 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

B. The service value chain

38. 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

A. Service level management

1. 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

A. Focus on value

2. 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 and known errors C. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

3. 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 D. Service level management

C. Service request management

C. To streamline the fulfilment workflow

5. 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

C. Ability to work from multiple locations, geographically dispersed

6. 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

B. a role

7. Which gives a user access to a system? A. Service requirement B. Service agreement C. Service consumption D. Service provision

D. Service provision

8. What is a change schedule PRIMARILY used for? A. To help plan, authorize and schedule emergency changes B. To publish a list of service requests that users can select C. To ensure that a single change authority reviews every change D. To help plan changes, assist in communication and avoid conflicts

D. To help plan changes, assist in communication and avoid conflicts

9. 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. Service desk

C. Opportunity, demand and value

10. 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

B. A service that meets its service level targets

11. 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

C. Problem management and incident management

12. Which statement about the 'change enablement' practice is CORRECT? A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process B. Normal changes are triggered by the creation of a change request which can be created manually or automated C. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

B. Normal changes are triggered by the creation of a change request which can be created manually or automated

13. 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

B. Governance, service value chain, practices

14. 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

B. Governance, service value chain, practices

16. 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 meets customer expectations

B. Prioritization of problems based on the risk that they pose

17. 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

A. An incident

19. 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

D. A service interruption resolved by the use of self-help tools

20. 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

A. Event

21. 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

A. Organizations and people

22. 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

C. Service management

23. 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

D. Recommendations that help an organization when adopting a service management approach

25. 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

C. Optimize and automate

26. 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

A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

27. 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

A. They are agreed, documented, and communicated to help set user expectations

28. Which guiding principle considers the importance of customer loyalty? A. Progress iteratively with feedback B. Focus on value C. Optimize and automate D. Start where you are

B. Focus on value

29. 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

C. Progress iteratively with feedback

31. 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

D. Evaluate measurements and metrics

32. 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. Service configuration management

C. Service level management

33. What is important for a 'continual improvement register' (CIR)? A. Improvement ideas are documented, assessed and prioritized B. Improvement ideas from many sources are kept in a single CIR C. Improvement ideas that are not being actioned immediately are removed from the CIR D. Improvement ideas are tested, funded and agreed

A. Improvement ideas are documented, assessed and prioritized

34. What can a service remove from the consumer and impose on the consumer? A. Utility B. Asset C. Cost D. Outcome

C. Cost

35. 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?

C. Take action

36. Which is a purpose of the 'service level management' practice? A. To establish and nurture the links between the organization and its stakeholders B. To ensure that the organization's suppliers and their performance are managed appropriately C. To support the agreed quality of a service by handling all agreed, user-initiated service requests D. To set clear business-based targets for service levels

C. A value stream

37. What describes the steps needed to create and deliver a specific service to a consumer? A. Service management B. Practices C. A value stream D. Service level management

C. A value stream

40. 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 C. Service requests that cannot be automated should be handled as problems D. Service requests and their fulfilment should be carried out by service desk staff without automation

B. Service requests and their fulfilment should be automated as much as possible

B. Progress iteratively with feedback

B. Supplier management

D. Change authorities are assigned for each type of change and change model

C. Incident management

5. Which will NOT be handled as a service request? A. The degradation of a service B. The replacement of a toner cartridge C. The provision of a laptop D. A complaint about a support team

A. The degradation of a service

D. A service desk agent provides support to a user

B. Normal changes should be assessed and authorized before they are deployed

A. It uses prescriptive inputs and outputs

C. They contribute to the achievement of outcomes

11. Which practice involves the management of vulnerabilities that have been analysed but not resolved? A. Change enablement B. Service request management C. Problem management D. Service level management

C. Problem management

D. To continually improve all products and services across all value chain activities

A. The service value system

16. Which practice is used to confirm customer requirements for services? A. Service request management B. Service level management C. Service desk D. Incident management

B. Service level management

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

B. Design controls and metrics first, then remove those not adding value

C. Service desk

20. What are typically recognized through notifications created by an IT service, CI or monitoring tool? A. Incidents B. Problems C. Events D. Requests

C. Events

A. Organizations and people

A. The functionality offered by a service to meet a particular need

28. Which principle concentrates on service consumers? A. Start where you are B. Optimize and automate C. Keep it simple D. Focus on value

D. Focus on value

37. Which practice identifies metrics that reflect the customers experience of a service? A. Continual improvement B. Service desk C. Service level management D. Problem management

B. Service desk

38. 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

A. A standard change

1. 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'

D. Everyone in the organization is responsible for some aspects of 'continual improvement'

2. 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?

B. Where are we now?

3. Which describes 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

B. A person who approves a change

4. Which is NOT a component of the service value system? A. The service value chain B. Opportunity and demand C. Continual improvement D. Governance

B. Opportunity and demand

5. Which dimension considers data security and privacy? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes

B. Information and technology

6. 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

B. A service that meets its service level targets

7. 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

A. Service desk

8. Which statement about service relationship management is CORRECT? A. It focuses on the service actions performed by users B. It requires the service consumer to create resources for the service provider C. It requires co-operation of both the service provider and service consumer D. It focuses on the fulfilment of the agreed service actions

C. It requires co-operation of both the service provider and service consumer

9. 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 and learning D. To provide links to related changes and known errors

B. To ensure that incidents with highest impact are resolved first

10. 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

B. Understanding the ongoing requirements of customers

11. 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

A. Service request management

12. 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

A. An incident

13. 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

D. Keep it simple and practical

14. 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

D. To systematically observe services and service components

15. 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

A. Outcomes rely on outputs to deliver results for a stakeholder

16. Which skill is required by the 'service level management' practice? A. Supplier management B. Technical expertise C. Event monitoring D. Problem management

A. Supplier management

17. 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

B. The flow of the model helps organizations to link improvements to its goals

18. 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

D. A means of determining whether a service is fit for use

19. 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. Service configuration management

C. Information security management

20. Which will NOT be handled as a service request? A. The degradation of a service B. The replacement of a toner cartridge C. The provision of a laptop D. A complaint about a support team

A. The degradation of a service

21. 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

B. Ensuring that stakeholder needs are understood by the organization

22. 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

A. Understanding what services help the service consumer

23. 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

A. The role that defines the requirements for a service

24. 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

C. Think and work holistically

25. Identify the missing words in the following sentence. The 'incident management' practice should maintain [?] for logging and managing incidents. A. a dedicated team B. a formal process C. detailed procedures D. a value chain activity

C. detailed procedures

26. 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

A. Collaborate and promote visibility

27. What is the purpose of the 'deployment management' practice? A. To make new and changed services and features available for use B. To move new or changed components to live environments C. To plan and manage the full lifecycle of all IT assets D. To protect the information needed by the organization to conduct its business

D. To protect the information needed by the organization to conduct its business

28. Which is an activity of 'problem identification'? A. Analysing information from software developers B. Establishing problem workarounds C. Analysing the cause of problems D. Establishing potential permanent solutions

A. Analysing information from software developers

29. Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools? A. Service configuration management B. Service desk C. Problem management D. Deployment management

B. Service desk

30. Which statement about standard changes is CORRECT? A. A full assessment should be completed each time the change is implemented B. The change can be implemented with less testing if necessary C. The appropriate change authority should be assigned to each type of change D. The change does not require additional authorization

D. The change does not require additional authorization

31. 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. 2 and 3 C. 3 and 4 D. 1 and 4

A. 1 and 2

32. 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

C. Optimize and automate

33. 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

D. A service interruption resolved by the use of self-help tools

34. Which statement about the 'service request management' practice is CORRECT? A. Service requests are fulfilled using simple workflows B. A new workflow is created for each type of request C. Additional approval is sometimes needed for restoration of service D. Financial authorization is sometimes required for service requests

A. Service requests are fulfilled using simple workflows

1. 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

A. Check that the activity has already been optimized

2. 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. Service level management

A. Information security management

3. 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 fulfillment workflow D. To set user expectations for fulfillment time

C. To streamline the fulfillment workflow

4. What is a change schedule 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

D. To help manage normal changes

5. 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. Service configuration management

C. Service level management

6. 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

B. a role

7. Which role approves the cost of services? A. User B. Change authority C. Sponsor D. Customer

C. Sponsor

8. 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

D. Acknowledge, classify, own

9. 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

C. Customer requirements

B. A service that meets its service level targets

11. 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 D. To ensure that suppliers and their performance are managed appropriately

C. To set clear business-based targets for service levels

12. 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

D. Investigating a major incident

13. Which value chain activity ensures that service components meet agreed specifications? A. Plan B. Design and transition C. Obtain/build D. Deliver and support

B. Design and transition

14. Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels? A. Supplier management B. Change enablement C. Relationship management D. Service desk

C. Relationship management

15. What includes governance as a component? A. Practices B. The service value chain C. The service value system D. The guiding principles

C. The service value system

16. 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

D. Problem management

17. 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 incidents C. A problem that has been analysed and has not been resolved D. Any change of state that has significance for the management of a service or other configuration item (CI)

C. A problem that has been analysed and has not been resolved

18. 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

A. Focus on value

19. Which will NOT be handled as a service request? A. The degradation of a service B. The replacement of a toner cartridge C. The provision of a laptop D. A complaint about a support team

A. The degradation of a service

20. What are typically recognized through notifications created by an IT service, CI or monitoring tool? A. Incidents B. Problems C. Events D. Requests

C. Events

21. Which dimension considers data security and privacy? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes

B. Information and technology

22. Which term relates to service levels aligned with the needs of service consumers? A. Service management B. Warranty C. Cost D. Utility

D. Utility

23. 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

A. Scripts for collecting user information

24. 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

D. Recommendations that help an organization when adopting a service management approach

25. Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'? A. Only add controls and metrics when they are needed 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

B. Design controls and metrics first, then remove those not adding value

26. 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 and known errors C. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

27. 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. Service desk

D. Service desk

28. 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 D. To move hardware and software to live environments

C. To make new and changed services available for use

29. 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 a 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

C. An improvement initiative that is broken into a number of manageable sections

30. 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

B. Focus on value

31. 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

D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

D. Trend analysis of incident records

33. 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

D. Evaluate measurements and metrics

34. What can a service remove from the consumer and impose on the consumer? A. Utility B. Asset C. Cost D. Outcome

C. Cost

35. 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

B. Changes to products and services

B. Service provider

37. 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 C. The failure of an IT service D. An emergency change to implement a security patch

B. A compliment about an IT support team

38. 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

A. Using individual metrics that relate to the service catalogue

39. 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

D. Working with an integrator to manage relationships

40. Which practice recommends using tools for collaboration and the automated matching of symptoms? A. Problem management B. Service level management C. Incident management D. Service request management

C. Incident management

1. Which helps to manage an incident when it is unclear which support team should be working on the incident? A. Disaster recovery plans B. Swarming C. Target resolution times D. Self-help

B. Swarming

2. Which statement about the 'continual improvement' practice is CORRECT? A. Continual improvement participation should be limited to a small dedicated team B. It is the role of senior management to authorize improvement initiatives C. Training should be provided to those involved in continual improvement D. A single continual improvement register should be maintained by senior management

B. It is the role of senior management to authorize improvement initiatives

3. Which does the ITIL service value system discourage? A. Coordinated authorities and responsibilities B. Organizational silos C. Interfaces among practices D. Organizational agility

B. Organizational silos

4. An SLA is a service level agreement. Which describes the 'watermelon SLA' effect? A. A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied C. SLA targets change very frequently, so that each report includes new measures and trends cannot be analysed D. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction

B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied

5. Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant? A. Service level management B. Service desk C. Continual improvement D. Change enablement

A. Service level management

6. What is a service? A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives B. 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 C. A tangible or intangible deliverable of an activity D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

B. 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

7. 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

D. 1 and 4

8. 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

C. Demonstration of emotional intelligence

9. Which term relates to service levels aligned with the needs of service consumers? A. Service management B. Warranty C. Cost D. Utility

D. Utility

10. Which practice establishes a channel between the service provider and its users? A. Relationship management B. Change enablement C. Supplier management D. Service desk

D. Continual improvement

11. 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. Service desk B. Monitoring and event management C. Service level management D. Continual improvement

D. Continual improvement

12. 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

B. Change enablement

13. 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

D. Recommendations that help an organization when adopting a service management approach

14. 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. Service desk

D. Service desk

15. 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

C. Separating requests relating to service failures from the degradation of services

16. 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

B. They allow service consumers to achieve a desired result

17. 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

A. Keep it simple and practical

18. Identify the missing word in the following sentence. The purpose of the 'supplier management' practice is to ensure that the organizations suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services. A. measured B. rewarded C. managed D. defined

C. managed

19. 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 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

B. configuration of services

20. 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

D. Working with an integrator to manage relationships

21. 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

C. Service level management

22. 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

D. When a potential permanent solution has been identified

23. 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 analysed but has not been resolved

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

24. 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

A. existing information

25. 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

A. Assigning resources to changes

26. 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

D. Value streams and processes

27. 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

D. Optimize and automate

28. 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

C. It maintains detailed procedures for diagnosing incidents

29. 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

C. Use an agreed classification which is based on the business impact of the incident

30. 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, analyse, monitor, and continually improve links with stakeholders

D. To identify, analyse, monitor, and continually improve links with stakeholders

31. Which statement about problems is CORRECT? A. Problems are not related to incidents B. Problems must be resolved quickly in order to restore normal business activity C. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis D. Problem prioritization involves risk assessment

D. Problem prioritization involves risk assessment

32. 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

B. Security breach

33. 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

C. Meeting stakeholder expectations

34. 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

A. The ability to discover and respond to failure earlier

35. 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

B. Deployment management

36. 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

B. A request to provide a laptop

37. 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 C. Involving customers after all planning has been completed D. Engaging every stakeholder group in the same way, with the same communication

B. Increasing collaboration and visibility for the improvement

38. 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

B. Service value chain

39. What is the 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)

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

40. 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

C. Ensuring access to agreed resources

2. Which practice has a purpose that includes observing a service to report selected changes of state identified as events? A. Information security management B. Monitoring and event management C. Incident management D. Change control

B. Monitoring and event management

3. Which is an example of a service request? A. A request for normal operation to be restored B. A request to implement a security patch C. A request for access to a file D. A request to investigate the cause of an incident

C. A request for access to a file

4. Which of the four dimensions contributes MOST to defining activities needed to deliver services? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes

D. Value streams and processes

5. Which describes a standard change? A. A change that needs to be scheduled assessed and authorized following a defined process B. A change that is typically implemented as a service request C. A high-risk change that needs very thorough assessment D. A change that must be implemented as soon as possible

B. A change that is typically implemented as a service request

6. How does information about problems and known errors contribute to 'incident management'? A. It enables quick and efficient diagnosis of incidents B. It removes the need for regular customer updates C. It removes the need for collaboration during incident resolution D. It enables the reassessment of known errors

A. It enables quick and efficient diagnosis of incidents

7. Which practice owns and manages issues, queries and requests from users? A. Incident management B. Service desk C. Change control D. Problem management

B. Service desk

8. What defines the requirements for a service and takes responsibility for the outcomes of service consumption? A. An IT asset B. A customer C. A configuration item (CI) D. A user

B. A customer

9. Which stakeholders co-create value in a service relationship? A. Investor and supplier B. Consumer and provider C. Provider and supplier D. Investor and consumer

B. Consumer and provider

10. 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

A. Costs removed from the consumer by the service

11. Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds? A. Problem identification B. Problem control C. Error control D. Problem analysis

C. Error control

12. What is included in the purpose of the 'release management' practice? A. Ensuring information about services is available B. Moving new software to live environments C. Making new features available for use D. Authorizing changes to proceed

C. Making new features available for use

13. Why should a service level agreement include bundles of metrics? A. To reduce the number of metrics that need to be measured and reported B. To ensure that all services are included in the service reports C. To ensure that the service levels have been agreed with customers D. To help focus on business outcomes, rather than operational results

D. To help focus on business outcomes, rather than operational results

14. Which describes normal changes? A. Changes that are low-risk and pre-authorized B. Changes that need to be scheduled and assessed following a process C. Changes that are typically initiated as service requests D. Changes that must be implemented as soon as possible

B. Changes that need to be scheduled and assessed following a process

15. 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

C. Value realization

16. Which statement about outcomes is CORRECT? A. Outcomes are one or more services that fulfil the needs of a service consumer B. Service providers help service consumers achieve outcomes C. Outcomes help service consumers achieve outputs D. Helping service consumers achieve outcomes reduces service provider costs

B. Service providers help service consumers achieve outcomes

17. Which skill is an essential part of the 'service level management' practice? A. Technical knowledge B. Listening C. Diagnosis D. Problem analysis

B. Listening

18. What are the three phases of 'problem management'? A. Problem logging, problem classification, problem resolution B. Incident management, problem management, change control C. Problem identification, problem control, error control D. Problem analysis, error identification, incident resolution

C. Problem identification, problem control, error control

20. Identify the missing word in the following sentence. An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future. A. Consider B. Re-use C. Discard D. Improve

A. Consider

21. For which purpose would the continual improvement practice use a SWOT analysis? A. Understanding the current state B. Defining the future desired state C. Tracking and managing ideas D. Ensuring everyone actively participates

A. Understanding the current state

22. What is the difference between the 'incident management' and 'service desk' practices? A. Incident management restores service operation, service desk provides communication with users B. Incident management resolves complex issues, service desk resolves simpler issues C. Incident management resolves issues, service desk investigates the underlying causes of issues D. Incident management manages interruptions to services, service desk monitors achieved service quality

A. Incident management restores service operation, service desk provides communication with users

23. Which step of the 'continual improvement model' defines measurable targets? A. What is the vision? B. Where are we now? C. Where do we want to be? D. How do we get there?

C. Where do we want to be?

24 Which is a purpose of the 'engage' value chain activity? A. Meeting expectations for quality, costs and time-to-market B. Providing transparency and good relationships C. Ensuring the continual improvement of services D. Ensuring that the organization's vision is understood

B. Providing transparency and good relationships

25. 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. suppliers B. CIs C. customers D. assets

B. CIs

26. What is described by the service value system? A. How all the components and activities of the organization work together as a system to enable value creation B. Services based on one or more products, designed to address needs of a target consumer group C. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation D. How to apply the systems approach of the guiding principle think and work holistically

A. How all the components and activities of the organization work together as a system to enable value creation

27. 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. Service desk

D. Service desk

28. What is defined as any component that needs to be managed in order to deliver an IT service? A. A service requests B. A configuration item (CI) C. An incident D. An IT asset

B. A configuration item (CI)

29. Which guiding principle recommends using the minimum number of steps necessary to achieve an objective? A. Progress iteratively with feedback B. Focus on value C. Think and work holistically D. Keep it simple and practical

D. Keep it simple and practical

30. Which TWO BEST describe the guiding principles? 1. Short-term 2. Standards 3. Recommendations 4. Long-term A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4

B. 2 and 3

31. Which BEST describes the focus of the 'think and work holistically' principle? A. Integrating an organization's activities to deliver value B. Considering the existing organizational assets before building something new C. Breaking down large initiatives into smaller pieces of work D. Eliminating unnecessary steps to deliver valuable outcomes

A. Integrating an organization's activities to deliver value

32. Which practice has a purpose that includes managing authentication and nonrepudiation? A. Information security management B. Change enablement C. Service configuration management D. IT asset management

A. Information security management

33. Which of the following is the MOST important for effective incident management? A. Collaboration tools and techniques B. Balanced scorecard review C. Automated pipelines D. A variety of access channels

A. Collaboration tools and techniques

34. Which practice handles all pre-defined user-initiated service actions? A. Deployment management B. Incident management C. Service level management D. Service request management

D. Service request management

35. Which is the FIRST thing to consider when focusing on value? A. Understanding what is valuable to the service consumer B. Defining customer experience and user experience C. Ensuring value is co-created by improvement initiatives D. Identifying the service consumer who will receive value

D. Identifying the service consumer who will receive value

36. 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. 2 and 3 C. 3 and 4 D. 1 and 4

A. 1 and 2

37. What is an IT asset? 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 a service C. A request from a user that initiates a service action D. The removal of anything that could have a direct or indirect effect on services

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

38. Which dimension includes a workflow management system? A. Organizations and people B. Partners and suppliers C. Information and technology D. Value streams and processes

D. Value streams and processes

39. 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. information B. costs C. utility D. warranty

B. costs

40. Which of these should be logged and managed as a problem? A. A user requests delivery of a laptop B. A monitoring tool detects a change of state for a service C. Trend analysis shows a large number of similar incidents D. 'Continual improvement' needs to prioritize an improvement opportunity

C. Trend analysis shows a large number of similar incidents

41. 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 A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4

A. 1 and 2

42. Identify the missing word(s) in the following sentence. A(n) [?] is the cause, or potential cause, of one or more incidents. A. Known error B. Change C. Event D. Problem

D. Problem

43. Which is the FIRST action when optimizing a service? A. Implement the improvements B. Assess the current state C. Understand the organizational context D. Agree the future state

C. Understand the organizational context

44. Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization? A. Service request management B. Change enablement C. Service level management D. Incident management

B. Change enablement

45. Which is a financially valuable component that can contribute to the delivery of a service? A. Configuration item B. Service offering C. Sponsor D. IT asset

D. IT asset

46. 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

B. Communication and collaboration

47. What is the customer of a service responsible for? A. Defining the requirements for the service B. Authorizing the budget for the service C. Using the service D. Provisioning the service

A. Defining the requirements for the service

23. Which term is used to describe removing something that could have an effect on a service? A. An IT asset B. A problem C. A change D. An incident

C. A change

48. Which guiding principle recommends coordinating all dimensions of service management? A. Start where you are B. Progress iteratively with feedback C. Think and work holistically D. Keep it simple and practical

C. Think and work holistically

49. What is the purpose of the 'relationship management' practice? A. To establish and nurture the links between the organization and its stakeholders B. To align the organization's practices and services with changing business needs C. To set clear business-based targets for service performance D. To support the agreed quality of a service handling all agreed, user-initiated service requests

A. To establish and nurture the links between the organization and its stakeholders

50. How should the workflow for a new service request be designed? A. Use a single workflow for all types of service request B. Use different workflows for each type of service request C. Avoid workflows for simple service requests D. Leverage existing workflows whenever possible

D. Leverage existing workflows whenever possible

51 What is the purpose of the 'information security management' practice? A. To protect the information needed by the organization to conduct its business B. To observe services and service components C. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed D. To plan and manage the full lifecycle of all IT assets

A. To protect the information needed by the organization to conduct its business

52. 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. A. measurement B. tools C. plans D. process

A. measurement

53. How should automation be implemented? A. By replacing human intervention wherever possible B. By replacing the existing tools first C. By initially concentrating on the most complex tasks D. By optimizing as much as possible first

D. By optimizing as much as possible first

54. How is a 'continual improvement register' used? A. To authorize changes to implement improvement initiatives B. To organize past, present, and future improvement ideas C. To provide a structured approach to implementing improvements D. To record requests for provision of a resource or service

C. To provide a structured approach to implementing improvements

55. Which is an input to the service value system? A. The system of directing and controlling an organization B. Recommendations to help an organization in all aspects of its work C. A model to help meet stakeholders' expectations D. A need from consumers for new or changed services

D. A need from consumers for new or changed services

56. Which organization delivers outputs or outcomes of a service? A. A service provider delivers outputs of the service B. A service provider delivers outcomes of the service C. A service consumer delivers outputs of the service D. A service consumer delivers outcomes of the service

A. A service provider delivers outputs of the service

57. Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers? A. Service level management B. Supplier management C. Service desk D. Service request management

A. Service level management

58. What is used as a tool to help define and measure performance? A. A service level agreement B. A continual improvement register C. An incident record D. A change schedule

A. A service level agreement

59. Which statement about the inputs and outputs of the value chain activities is CORRECT? A. Inputs and outputs are fixed for each value chain activity B. Some value chain activities only have inputs, whereas others only have outputs C. The organization's governance will determine the inputs and outputs of each value chain activity D. Each value chain activity receives inputs and provides outputs

D. Each value chain activity receives inputs and provides outputs

60. 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 [?], and the CIs that support them, is available when and where it is needed. A. organizations B. outcomes C. IT assets D. services

D. services

61. Which value chain activity is concerned with the availability of service components? A. Deliver and support B. Obtain/build C. Plan D. Design and transition

B. Obtain/build

62. Which is the BEST type of resource for investigating complex incidents? A. Self-help systems B. Knowledgeable support staff C. Detailed work instructions D. Disaster recovery plans

D. Disaster recovery plans

63. Which activity is part of the 'continual improvement' practice? A. Identifying and logging opportunities B. Delivering tactical and operational engagement with customers C. Populating and maintaining the asset register D. Providing a clear path for users to report issues, queries, and requests

A. Identifying and logging opportunities

64. Which competencies are required by the 'service level management' practice? A. Problem investigation and resolution B. Business analysis and commercial management C. Incident analysis and prioritization D. Balanced scorecard reviews and maturity assessment

B. Business analysis and commercial management

65. When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances? A. Minimum viable product B. Feedback loop C. Analysis paralysis D. Direct observation

B. Feedback loop

66. Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service? A. Deployment management B. Service configuration management C. Change enablement D. IT asset management

D. IT asset management

67. What is MOST LIKELY to be handled as a service request? A. Managing an interruption to a service B. An emergency change to apply a security patch C. The implementation of a workaround D. Providing a virtual server for a development team

D. Providing a virtual server for a development team

68. A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this? A. Incident management B. Problem management C. Change enablement D. Service request management

A. Incident management

69. Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence? A. Service desk B. Continual improvement C. Problem management D. Service request management

A. Service desk

1. Which ITIL guiding principle recommends using existing services, processes and tools when improving services? A. Progress iteratively with feedback B. Keep it simple and practical C. Start where you are D. Focus on value

C. Start where you are

2. Which practice has a purpose that includes ensuring that risks have been properly assessed? A. Service configuration management B. Problem management C. Service level management D. Change control

D. Change control

3. When should a full risk assessment and authorization be carried out for a standard change? A. Each time the standard change is implemented B. When the procedure for the standard change is created C. At least once a year D. When an emergency change is requested

B. When the procedure for the standard change is created

4. Which statement about emergency changes is CORRECT? A. The testing of emergency changes can be eliminated in order to implement the change quickly B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly C. Emergency changes should be authorized and implemented as service requests D. Emergency changes must be fully documented before authorization and implementation

B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

5. Which practice coordinates the classification, ownership and communication of service requests and incidents? A. Supplier management B. Service desk C. Problem management D. Relationship management

B. Service desk

6. What is warranty? A. Assurance that a product or service will meet agreed requirements B. The amount of money spent on a specific activity or resource C. The functionality offered by a product or service to meet a particular need D. The perceived benefits, usefulness and importance of something

A. Assurance that a product or service will meet agreed requirements

7. Which is part of service provision? A. The management of resources configured to deliver the service B. The management of resources needed to consume the service C. The grouping of one or more services based on one or more products D. The joint activities performed to ensure continual value co-creation

A. The management of resources configured to deliver the service

8. 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. There should only be one for the whole organization D. It should be re-prioritized as ideas are documented

D. It should be re-prioritized as ideas are documented

9. What are 'engage', 'plan' and 'improve' examples of? A. Service value chain activities B. Service level management C. Service value chain inputs D. Change control

A. Service value chain activities

10. 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 output can be enabled by one or more outcomes D. An outcome is a tangible or intangible activity

A. The service desk should work in close collaboration with support and development teams

11. Which statement about service desks is CORRECT? A. The service desk should work in close collaboration with support and development teams B. The service desk should rely on self-service portals instead of escalation to support teams C. The service desk should remain isolated from technical support teams D. The service desk should escalate all technical issues to support and development teams

A. The service desk should work in close collaboration with support and development teams

12. Which practice updates information relating to symptoms and business impact? A. Service level management B. Change control C. Service request management D. Incident management

D. Incident management

13. Which is included in the purpose of the 'design and transition' value chain activity? A. Ensuring that service components are available when needed B. Providing transparency and good stakeholder relationships C. Supporting services according to specifications D. Continually meeting stakeholder expectations for costs

D. Service request management

15. Which is NOT a component of the service value system? A. The guiding principles B. Governance C. Practices D. The four dimensions of service management

D. The four dimensions of service management

16. Which statement about the steps to fulfil a service request is CORRECT? A. They should be complex and detailed B. They should be well-known and proven C. They should include incident handling D. They should be brief and simple

B. They should be well-known and proven

17. What is defined as a cause, or potential cause, of one or more incidents? A. Change B. Event C. Known error D. Problem

D. Problem

18. Which guiding principle recommends eliminating activities that do not contribute to the creation of value? A. Start where you are B. Collaborate and promote visibility C. Keep it simple and practical D. Optimize and automate

C. Keep it simple and practical

19. When should the effectiveness of a problem workaround be assessed? A. Whenever the workaround is used B. Whenever the problem is resolved C. Whenever the workaround becomes a known error D. Whenever the problem is prioritized

A. Whenever the workaround is used

D. services

21. Which dimension considers how knowledge assets should be protected? A. Organizations and people B. Partners and suppliers C. Information and technology D. Value streams and processes

C. Information and technology

C. A service

23. Identify the missing words in the following sentence. The management of information security incidents usually requires [?]. A. Immediate escalation B. Specialist teams C. A separate process D. Third party support

C. A separate process

24. What are the ITIL guiding principles used for? A. To help an organization make good decisions B. To direct and control an organization C. To identify activities that an organization must perform in order to deliver a valuable service D. To ensure that an organization's performance continually meets stakeholders' expectations

A. To help an organization make good decisions

D. Each iteration should be continually re-evaluated based on feedback

C. To move new or changed components to live environments

B. Requesting information about how to create a document

D. performances

D. Focus on value at every step of the improvement

30. Which guiding principle recommends standardizing and streamlining manual tasks? A. Optimize and automate B. Collaborate and promote visibility C. Focus on value D. Think and work holistically

A. Optimize and automate

C. The 'continual improvement model'

B. It should be simply written and easy to understand

B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

34. How does a service consumer contribute to the reduction of risk? A. By paying for the service B. By managing server hardware C. By communicating constraints D. By managing staff availability

C. By communicating constraints

35. What helps diagnose and resolve a simple incident? A. Rapid escalation B. Formation of a temporary team C. The use of scripts D. Problem prioritization

C. The use of scripts

36. Which ITIL practice has a purpose that includes reducing the likelihood of incidents? A. Change control B. Continual improvement C. Problem management D. Service desk

C. Problem management

C. Operational metrics

38. What are the MOST important skills required by service desk staff? A. Incident analysis skills B. Technical skills C. Problem resolution skills D. Supplier management skills

A. Incident analysis skills

D. 1 and 4

A. As soon as a solution for the problem has been identified

D. Continual improvement

A. They are agreed, documented, and communicated to help set user expectations

C. To streamline the fulfilment workflow

C. Problem management

C. Service management

7. Which gives a user access to a system? A. Service requirement B. Service agreement C. Service consumption D. Service provision

D. Service provision

C. Low impact incidents should be resolved efficiently so the resource required is reduced

D. Service desk

D. The customer's perception of the benefits of using the service

B. Changes that need to be scheduled and assessed following a process

12. Which practice forms a link between the service provider and the users of services? A. Change control B. Service level management C. Problem management D. Service desk

D. Service desk

13. Which value chain activity ensures that products meet stakeholder expectations for quality? A. Design and transition B. Engage C. Obtain/build D. Plan

A. Design and transition

A. The ITIL service value system

B. Problem management

C. Measured data is always more accurate than direct observation

C. Service level management

D. services

A. The level of integration and formality involved in the relationships between organizations

B. Listening

23. Which skill is an essential part of the 'service level management' practice? A. Technical knowledge B. Listening C. Diagnosis D. Problem analysis

B. Listening

D. Review each guiding principle to decide how relevant it is to the specific decision

C. Keep it simple and practical

26. Which practice makes new services available for use? A. Change control B. Release management C. Deployment management D. IT asset management

B. Release management

B. Performing baseline assessments

A. To establish and nurture the links between the organization and its stakeholders

29. Which guiding principle considers the importance of customer loyalty? A. Progress iteratively with feedback B. Focus on value C. Optimize and automate D. Start where you are

B. Focus on value

D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

31. What helps diagnose and resolve a simple incident? A. Rapid escalation B. Formation of a temporary team C. The use of scripts D. Problem prioritization

C. The use of scripts

D. Trend analysis of incident records

D. Everyone in the organization is responsible for some aspects of 'continual improvement'

B. Service providers help service consumers achieve outcomes

C. Ability to work from multiple locations, geographically dispersed

B. Service provider

C. Change control

39. Which dimension considers data security and privacy? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes

B. Information and technology

A. Customer engagement

B. Service providers help service consumers achieve outcomes

11. Which skill is an essential part of the 'service level management' practice? A. Technical knowledge B. Listening C. Diagnosis D. Problem analysis

B. Listening

C. Problem identification, problem control, error control

B. Providing transparency and good relationships

B. CIs

A. How all the components and activities of the organization work together as a system to enable value creation?

D. Service desk

17. What is defined as any component that needs to be managed in order to deliver an IT service? A. A service requests B. A configuration item (CI) C. An incident D. An IT asset

B. A configuration item (CI)

D. Keep it simple and practical

A. 1 and 2

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

21. Which dimension includes a workflow management system? A. Organizations and people B. Partners and suppliers C. Information and technology D. Value streams and processes

D. Value streams and processes

B. costs

C. Trend analysis shows a large number of similar incidents

A. 1 and 2

C. Think and work holistically

D. Leverage existing workflows whenever possible

A. To protect the information needed by the organization to conduct its business

A. measurement

D. By optimizing as much as possible first

A. Identifying and logging opportunities

B. Business analysis and commercial management

C. Continual improvement

B. Costs removed from the consumer are part of the value proposition

35. What is typically needed to assign complex incidents to support groups? A. A self-help tool B. The incident priority C. A change schedule D. The incident category

D. The incident category

B. Progress iteratively with feedback

D. Using operational data to provide detailed service reports

C. The time needed to realistically deliver the service

B. Progress iteratively with feedback

B. Supplier management

D. Change authorities are assigned for each type of change and change model

C. Incident management

5. Which will NOT be handled as a service request? A. The degradation of a service B. The replacement of a toner cartridge C. The provision of a laptop D. A complaint about a support team

A. The degradation of a service

6. 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

B. a role

D. A service desk agent provides support to a user

B. Normal changes should be assessed and authorized before they are deployed

A. It uses prescriptive inputs and outputs

C. They contribute to the achievement of outcomes

A. The number of passengers checked in

C. Problem management

D. To continually improve all products and services across all value chain activities

A. The service value system

16. Which practice is used to confirm customer requirements for services? A. Service request management B. Service level management C. Service desk D. Incident management

B. Service level management

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

B. Design controls and metrics first, then remove those not adding value

C. Service desk

20. What are typically recognized through notifications created by an IT service, CI or monitoring tool? A. Incidents B. Problems C. Events D. Requests

C. Events

A. Organizations and people

A. The functionality offered by a service to meet a particular need

D. Service desk

24. How should the seven guiding principles be combined when an organization is making a decision? A. By using all the guiding principles equally when making any decision B. By using the one or two guiding principles that are most relevant to the specific decision C. By using the 'focus on value' principle and one or two others that are relevant to the specific decision D. By reviewing each guiding principle to decide how relevant it is to the specific decision

D. By reviewing each guiding principle to decide how relevant it is to the specific decision

A. Collaborate and promote visibility

C. Relationship management

27. 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

A. Service desk

A. Information security management

29. Which principle concentrates on service consumers? A. Start where you are B. Optimize and automate C. Keep it simple D. Focus on value

D. Focus on value

A. Check that the activity has already been optimized

B. Performing baseline assessments

D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

33. 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'

D. Everyone in the organization is responsible for some aspects of 'continual improvement'

D. The customer's perception of the benefits of using the service

C. They enable the management of customer and user expectations

36. 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

B. Deployment management

37. Which practice identifies metrics that reflect the customers experience of a service? A. Continual improvement B. Service desk C. Service level management D. Problem management

B. Service desk

38. 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

A. A standard change

C. Partners and suppliers

D. Trend analysis of incident records

A. The ability to discover and respond to failure earlier

C. After the problem has been analyzed

B. Prioritization of problems based on the risk that they pose

4. What can be used to determine if a service is 'fit for purpose'? A. Availability B. Warranty C. Outcome D. Utility

D. Utility

A. It enables effective stakeholder management

C. Low impact incidents should be resolved efficiently so the resource required is reduced

B. Each value chain activity uses different combinations of practices to convert inputs into outputs

8. What term is used to describe whether a service will meet availability, capacity and security requirements? A. Outcomes B. Value C. Utility D. Warranty

D. Warranty

9. 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

D. Service desk

10. Where are the details of the required performance outcomes of a service defined? A. Service level agreements B. Service requests C. Service components D. Service offerings

A. Service level agreements

A. Plan

D. performances

A. The ITIL service value system

A. Incident management and service request management

15. What is defined as any component that needs to be managed in order to deliver an IT service? A. A service request B. A configuration item (CI) C. An incident D. An IT asset

B. A configuration item (CI)

D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

C. Providing good-quality updates when expected

A. The level of integration and formality involved in the relationships between organizations

D. A set of specialized organizational capabilities for enabling value for customers in the form of services

A. Customer engagement

A. 1 and 2

23. 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

B. Focus on value

B. Ensure that risks have been properly assessed

D. Making business cases for improvement action

C. To make new and changed services available for use

B. Increasing collaboration and visibility for the improvement

A. measurement

C. Change enablement

B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

C. The installation of a software application in response to a service request

32. 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

B. An organization

B. Problem management

B. Service provider

B. They should be well-known and proven

B. A compliment about an IT support team

37. 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

B. The service value chain

38. 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

A. Service level management

1. 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

A. Focus on value

B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

C. Service request management

C. To streamline the fulfilment workflow

C. Ability to work from multiple locations, geographically dispersed

6. 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

B. a role

7. Which gives a user access to a system? A. Service requirement B. Service agreement C. Service consumption D. Service provision

D. Service provision

D. To help plan changes, assist in communication and avoid conflicts

9. 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. Service desk

C. Opportunity, demand and value

B. A service that meets its service level targets

C. Problem management and incident management

B. Normal changes are triggered by the creation of a change request which can be created manually or automated

B. Governance, service value chain, practices

B. Prioritization of problems based on the risk that they pose

17. 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

A. An incident

D. A service interruption resolved by the use of self-help tools

20. 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

A. Event

21. 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

A. Organizations and people

C. Service management

D. Recommendations that help an organization when adopting a service management approach

25. 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

C. Optimize and automate

A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

A. They are agreed, documented, and communicated to help set user expectations

28. Which guiding principle considers the importance of customer loyalty? A. Progress iteratively with feedback B. Focus on value C. Optimize and automate D. Start where you are

B. Focus on value

C. Progress iteratively with feedback

D. Evaluate measurements and metrics

C. Service level management

A. Improvement ideas are documented, assessed and prioritized

34. What can a service remove from the consumer and impose on the consumer? A. Utility B. Asset C. Cost D. Outcome

C. Cost

35. 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?

C. Take action

C. A value stream

37. What describes the steps needed to create and deliver a specific service to a consumer? A. Service management B. Practices C. A value stream D. Service level management

C. A value stream

B. Service requests and their fulfilment should be automated as much as possible

B. Progress iteratively with feedback

B. Supplier management

D. Change authorities are assigned for each type of change and change model

C. Incident management

5. Which will NOT be handled as a service request? A. The degradation of a service B. The replacement of a toner cartridge C. The provision of a laptop D. A complaint about a support team

A. The degradation of a service

D. A service desk agent provides support to a user

B. Normal changes should be assessed and authorized before they are deployed

A. It uses prescriptive inputs and outputs

C. They contribute to the achievement of outcomes

C. Problem management

D. To continually improve all products and services across all value chain activities

A. The service value system

16. Which practice is used to confirm customer requirements for services? A. Service request management B. Service level management C. Service desk D. Incident management

B. Service level management

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

B. Design controls and metrics first, then remove those not adding value

C. Service desk

20. What are typically recognized through notifications created by an IT service, CI or monitoring tool? A. Incidents B. Problems C. Events D. Requests

C. Events

A. Organizations and people

A. The functionality offered by a service to meet a particular need

28. Which principle concentrates on service consumers? A. Start where you are B. Optimize and automate C. Keep it simple D. Focus on value

D. Focus on value

37. Which practice identifies metrics that reflect the customers experience of a service? A. Continual improvement B. Service desk C. Service level management D. Problem management

B. Service desk

38. 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

A. A standard change

D. Everyone in the organization is responsible for some aspects of 'continual improvement'

2. 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?

B. Where are we now?

B. A person who approves a change

4. Which is NOT a component of the service value system? A. The service value chain B. Opportunity and demand C. Continual improvement D. Governance

B. Opportunity and demand

5. Which dimension considers data security and privacy? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes

B. Information and technology

B. A service that meets its service level targets

7. 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

A. Service desk

C. It requires co-operation of both the service provider and service consumer

B. To ensure that incidents with highest impact are resolved first

B. Understanding the ongoing requirements of customers

A. Service request management

12. 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

A. An incident

D. Keep it simple and practical

D. To systematically observe services and service components

A. Outcomes rely on outputs to deliver results for a stakeholder

16. Which skill is required by the 'service level management' practice? A. Supplier management B. Technical expertise C. Event monitoring D. Problem management

A. Supplier management

B. The flow of the model helps organizations to link improvements to its goals

D. A means of determining whether a service is fit for use

C. Information security management

20. Which will NOT be handled as a service request? A. The degradation of a service B. The replacement of a toner cartridge C. The provision of a laptop D. A complaint about a support team

A. The degradation of a service

B. Ensuring that stakeholder needs are understood by the organization

A. Understanding what services help the service consumer

A. The role that defines the requirements for a service

C. Think and work holistically

C. detailed procedures

A. Collaborate and promote visibility

D. To protect the information needed by the organization to conduct its business

A. Analysing information from software developers

B. Service desk

D. The change does not require additional authorization

A. 1 and 2

32. 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

C. Optimize and automate

D. A service interruption resolved by the use of self-help tools

A. Service requests are fulfilled using simple workflows

A. Check that the activity has already been optimized

A. Information security management

C. To streamline the fulfillment workflow

4. What is a change schedule 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

D. To help manage normal changes

C. Service level management

6. 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

B. a role

7. Which role approves the cost of services? A. User B. Change authority C. Sponsor D. Customer

C. Sponsor

D. Acknowledge, classify, own

9. 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

C. Customer requirements

B. A service that meets its service level targets

C. To set clear business-based targets for service levels

D. Investigating a major incident

13. Which value chain activity ensures that service components meet agreed specifications? A. Plan B. Design and transition C. Obtain/build D. Deliver and support

B. Design and transition

C. Relationship management

15. What includes governance as a component? A. Practices B. The service value chain C. The service value system D. The guiding principles

C. The service value system

D. Problem management

C. A problem that has been analysed and has not been resolved

18. 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

A. Focus on value

19. Which will NOT be handled as a service request? A. The degradation of a service B. The replacement of a toner cartridge C. The provision of a laptop D. A complaint about a support team

A. The degradation of a service

20. What are typically recognized through notifications created by an IT service, CI or monitoring tool? A. Incidents B. Problems C. Events D. Requests

C. Events

21. Which dimension considers data security and privacy? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes

B. Information and technology

22. Which term relates to service levels aligned with the needs of service consumers? A. Service management B. Warranty C. Cost D. Utility

D. Utility

A. Scripts for collecting user information

D. Recommendations that help an organization when adopting a service management approach

B. Design controls and metrics first, then remove those not adding value

B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

27. 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. Service desk

D. Service desk

C. To make new and changed services available for use

C. An improvement initiative that is broken into a number of manageable sections

30. 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

B. Focus on value

D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

D. Trend analysis of incident records

D. Evaluate measurements and metrics

34. What can a service remove from the consumer and impose on the consumer? A. Utility B. Asset C. Cost D. Outcome

C. Cost

35. 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

B. Changes to products and services

B. Service provider

B. A compliment about an IT support team

A. Using individual metrics that relate to the service catalogue

D. Working with an integrator to manage relationships

C. Incident management

1. Which helps to manage an incident when it is unclear which support team should be working on the incident? A. Disaster recovery plans B. Swarming C. Target resolution times D. Self-help

B. Swarming

B. It is the role of senior management to authorize improvement initiatives

3. Which does the ITIL service value system discourage? A. Coordinated authorities and responsibilities B. Organizational silos C. Interfaces among practices D. Organizational agility

B. Organizational silos

B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied

A. Service level management

B. 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

D. 1 and 4

8. 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

C. Demonstration of emotional intelligence

9. Which term relates to service levels aligned with the needs of service consumers? A. Service management B. Warranty C. Cost D. Utility

D. Utility

10. Which practice establishes a channel between the service provider and its users? A. Relationship management B. Change enablement C. Supplier management D. Service desk

D. Continual improvement

B. Change enablement

D. Recommendations that help an organization when adopting a service management approach

D. Service desk

C. Separating requests relating to service failures from the degradation of services

B. They allow service consumers to achieve a desired result

A. Keep it simple and practical

C. managed

B. configuration of services

D. Working with an integrator to manage relationships

C. Service level management

D. When a potential permanent solution has been identified

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

A. existing information

25. 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

A. Assigning resources to changes

D. Value streams and processes

D. Optimize and automate

C. It maintains detailed procedures for diagnosing incidents

C. Use an agreed classification which is based on the business impact of the incident

D. To identify, analyse, monitor, and continually improve links with stakeholders

D. Problem prioritization involves risk assessment

32. 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

B. Security breach

C. Meeting stakeholder expectations

A. The ability to discover and respond to failure earlier

35. 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

B. Deployment management

B. A request to provide a laptop

B. Increasing collaboration and visibility for the improvement

38. 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

B. Service value chain

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

C. Ensuring access to agreed resources

B. Monitoring and event management

C. A request for access to a file

D. Value streams and processes

B. A change that is typically implemented as a service request

A. It enables quick and efficient diagnosis of incidents

7. Which practice owns and manages issues, queries and requests from users? A. Incident management B. Service desk C. Change control D. Problem management

B. Service desk

8. What defines the requirements for a service and takes responsibility for the outcomes of service consumption? A. An IT asset B. A customer C. A configuration item (CI) D. A user

B. A customer

9. Which stakeholders co-create value in a service relationship? A. Investor and supplier B. Consumer and provider C. Provider and supplier D. Investor and consumer

B. Consumer and provider

A. Costs removed from the consumer by the service

11. Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds? A. Problem identification B. Problem control C. Error control D. Problem analysis

C. Error control

C. Making new features available for use

D. To help focus on business outcomes, rather than operational results

B. Changes that need to be scheduled and assessed following a process

15. 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

C. Value realization

B. Service providers help service consumers achieve outcomes

17. Which skill is an essential part of the 'service level management' practice? A. Technical knowledge B. Listening C. Diagnosis D. Problem analysis

B. Listening

C. Problem identification, problem control, error control

A. Consider

A. Understanding the current state

A. Incident management restores service operation, service desk provides communication with users

23. Which step of the 'continual improvement model' defines measurable targets? A. What is the vision? B. Where are we now? C. Where do we want to be? D. How do we get there?

C. Where do we want to be?

B. Providing transparency and good relationships

B. CIs

A. How all the components and activities of the organization work together as a system to enable value creation

D. Service desk

28. What is defined as any component that needs to be managed in order to deliver an IT service? A. A service requests B. A configuration item (CI) C. An incident D. An IT asset

B. A configuration item (CI)

D. Keep it simple and practical

30. Which TWO BEST describe the guiding principles? 1. Short-term 2. Standards 3. Recommendations 4. Long-term A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4

B. 2 and 3

A. Integrating an organization's activities to deliver value

A. Information security management

A. Collaboration tools and techniques

34. Which practice handles all pre-defined user-initiated service actions? A. Deployment management B. Incident management C. Service level management D. Service request management

D. Service request management

D. Identifying the service consumer who will receive value

A. 1 and 2

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

38. Which dimension includes a workflow management system? A. Organizations and people B. Partners and suppliers C. Information and technology D. Value streams and processes

D. Value streams and processes

B. costs

C. Trend analysis shows a large number of similar incidents

A. 1 and 2

42. Identify the missing word(s) in the following sentence. A(n) [?] is the cause, or potential cause, of one or more incidents. A. Known error B. Change C. Event D. Problem

D. Problem

43. Which is the FIRST action when optimizing a service? A. Implement the improvements B. Assess the current state C. Understand the organizational context D. Agree the future state

C. Understand the organizational context

B. Change enablement

45. Which is a financially valuable component that can contribute to the delivery of a service? A. Configuration item B. Service offering C. Sponsor D. IT asset

D. IT asset

B. Communication and collaboration

47. What is the customer of a service responsible for? A. Defining the requirements for the service B. Authorizing the budget for the service C. Using the service D. Provisioning the service

A. Defining the requirements for the service

23. Which term is used to describe removing something that could have an effect on a service? A. An IT asset B. A problem C. A change D. An incident

C. A change

C. Think and work holistically

A. To establish and nurture the links between the organization and its stakeholders

D. Leverage existing workflows whenever possible

A. To protect the information needed by the organization to conduct its business

A. measurement

D. By optimizing as much as possible first

C. To provide a structured approach to implementing improvements

D. A need from consumers for new or changed services

A. A service provider delivers outputs of the service

A. Service level management

58. What is used as a tool to help define and measure performance? A. A service level agreement B. A continual improvement register C. An incident record D. A change schedule

A. A service level agreement

D. Each value chain activity receives inputs and provides outputs

D. services

61. Which value chain activity is concerned with the availability of service components? A. Deliver and support B. Obtain/build C. Plan D. Design and transition

B. Obtain/build

62. Which is the BEST type of resource for investigating complex incidents? A. Self-help systems B. Knowledgeable support staff C. Detailed work instructions D. Disaster recovery plans

D. Disaster recovery plans

A. Identifying and logging opportunities

B. Business analysis and commercial management

B. Feedback loop

D. IT asset management

D. Providing a virtual server for a development team

A. Incident management

69. Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence? A. Service desk B. Continual improvement C. Problem management D. Service request management

A. Service desk