Practice Test 1

Question 1

What practice is responsible for moving components to live environments?

Answer 1

Deployment Management

Question 2

Which practice includes the classification and ownership of queries and requests from users?

Answer 2

Service Desk

Question 3

Which practice identifies metrics that reflect the customer’s experience of a service?

Answer 3

Service Level Management

Question 4

What is the primary use of a change schedule?

Answer 4

To plan changes and help avoid conflicts

Question 5

Which service management dimension is focused on activities and how these are coordinated?

Answer 5

Value Streams and Processes

Question 6

How does categorization of incidents assist the incident management practice?

Answer 6

It helps direct the incident to the correct support area

Question 7

Identify the missing word(s) in the following sentence. A service is a means of enabling value co-creation by facilitating _______ that customers want to achieve.

Answer 7

Outcome

Question 8

Which is a recommendation of the continual improvement practice?

Answer 8

There should at least be a small team dedicated to leading continual improvement efforts.

Question 9

Which is a potential benefit of using an IT service management tool to support the incident management practice?

Answer 9

It may provide automated matching of incidents to problems or known errors.

Question 10

Which role submits service requests?

Answer 10

The user, or their authorized representative

Question 11

Which practice provides a single point of contact for users?

Answer 11

Service desk

Question 12

Which guiding principle recommends that the four dimensions of service management are considered?

Answer 12

Think and work holistically

Question 13

Which would be supported by the service request management practice?

Answer 13

A request from a user for something which is a normal part of service delivery

Question 14

Which practice is the responsibility of everyone in the organization?

Answer 14

Continual improvement

Question 15

Identify the missing word in the following sentence. The purpose of the information security management practice is to ________ the organization’s information.

Answer 15

Protect

Question 16

Which guiding principle recommends collecting data before deciding what can be reused?

Answer 16

Start where you are

Question 17

Which is NOT usually included as part of incident management?

Answer 17

Detailed procedures for the diagnosis of incidents

Question 18

Which describes the nature of the guiding principles?

Answer 18

Guiding principles can guide an organization in all circumstances

Question 19

Which statement about a change authority is correct?

Answer 19

A change authority should be assigned for each type of change and change model

Question 20

Which practice has the purpose of making new and changed services and features available for use?

Answer 20

Release management

Question 21

Which value chain activity ensures people understand the organization’s vision?

Answer 21

Plan

Question 22

Which statement about the value chain activities is correct?

Answer 22

Each value chain activity contributes to the value chain by transforming specific inputs into outputs

Question 23

What is the purpose of the supplier management practice?

Answer 23

To ensure that the organization’s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services

Question 24

What are the two types of cost that a service consumer should evaluate?

Answer 24

The costs removed by the service, and the costs imposed by the service

Question 25

Which is a purpose of the service desk practice?

Answer 25

To capture demand for incident resolution and service requests

Question 26

How should an organization adopt continual improvement methods?

Answer 26

Select a few key methods for the types of improvement that the organization handles

Question 27

Which ITIL concept describes governance?

Answer 27

The service value system

Question 28

Which is a recommendation of the service desk practice?

Answer 28

Service desks should understand the wider organization.

Question 29

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

Answer 29

Progress iteratively with feedback

Question 30

What is a standard change?

Answer 30

A change that is well understood, fully documented and pre-authorized

Question 31

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

Answer 31

The problem remains in the known error status

Question 32

What is the definition of change?

Answer 32

To add, modify, or remove anything that could have a direct or indirect effect on services

Question 33

What is the definition of an event?

Answer 33

Any change of state that has significance for the management of a service or other configuration item

Question 34

Which of the following describes outcomes?

Answer 34

Results desired by a stakeholder

Question 35

Which is NOT a key focus of the information and technology dimension?

Answer 35

Roles and responsibilities

Question 36

Which of the following practices are typically involved in the implementation of a problem resolution? 1. Continual improvement 2. Service request management 3. Service level management 4. Change enablement

Answer 36

1 and 4

Question 37

Which is a key consideration for the guiding principle keep it simple and practical?

Answer 37

Understand how each element contributes to value creation

Question 38

What should be done first when applying the focus on value guiding principle?

Answer 38

Determine who the service consumer is in each situation

Question 39

A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?

Answer 39

A service offering

Question 40

What is the definition of warranty?

Answer 40

The assurance that a product or service will meet agreed requirements