Rem 2

Question 1

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

Feedback should be reduced for large improvements as it is unlikely that circum
Feedback should only be taken into account when one iteration fails to meet its objective
Each iteration should be designed before starting the initiative and implemented without feedback
Each iteration should be continually re-evaluated based on feedback

Answer 1

Each iteration should be continually re-evaluated based on feedback

Question 2

What are the ITIL guiding principles used for?

To help an organization make good decisions
To direct and control an organization
To identify activities that an organization must perform in order to deliver a valuable service
To ensure that an organization’s performance continually meets stakeholders’ expectations

Answer 2

To help an organization make good decisions

Question 3

Which is included in the purpose of the “˜design and transition’ value chain activity?

Ensuring that service components are available when needed
Providing transparency and good stakeholder relationships
Supporting services according to specifications
Continually meeting stakeholder expectations for costs

Answer 3

Continually meeting stakeholder expectations for costs

Question 4

What should be done to determine the appropriate metrics for measuring a new service?

Measuring the performance over the first six months, and basing a solution on the results
Asking customers to provide numerical targets that meet their needs
Asking customers open questions to establish their requirements
Using operational data to provide detailed service reports

Answer 4

Using operational data to provide detailed service reports

Question 5

What is typically needed to assign complex incidents to support groups?

A self-help tool
The incident priority
A change schedule
The incident category

Answer 5

The incident category

Question 6

Which competencies are required by the ‘service level management’ practice?

Problem investigation and resolution
Business analysis and commercial management
Incident analysis and prioritization
Balanced scorecard reviews and maturity assessment

Answer 6

Business analysis and commercial management

Question 7

Identify the missing word in the following sentence. The use of [?] should support, not replace what is observed, when using the ‘start where you are’ guiding principle.

measurement
tools
plans
process

Answer 7

measurement

Question 8

Which of these should be logged and managed as a problem?

A user requests delivery of a laptop
A monitoring tool detects a change of state for a service
Trend analysis shows a large number of similar incidents
‘Continual improvement’ needs to prioritize an improvement opportunity

Answer 8

Trend analysis shows a large number of similar incidents

Question 9

Which is a purpose of the ‘engage’ value chain activity?

Meeting expectations for quality, costs and time-to-market
Providing transparency and good relationships
Ensuring the continual improvement of services
Ensuring that the organization’s vision is understood

Answer 9

Providing transparency and good relationships

Question 10

What are the three phases of ‘problem management’?

Problem logging, problem classification, problem resolution
Incident management, problem management, change control
Problem identification, problem control, error control
Problem analysis, error identification, incident resolution

Answer 10

Problem identification, problem control, error control

Question 11

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

Information security management
Monitoring and event management
Incident management
Change control

Answer 11

Monitoring and event management

Question 12

Which TWO statements about an organizations culture are CORRECT? (Choose two.)

1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization

1 and 2
2 and 3
3 and 4
1 and 4

Answer 12

1 and 4

1. It is created from shared values based on how it carries out its work
2. It should be based on the objectives of the organization

Question 13

What are the MOST important skills required by service desk staff?

Incident analysis skills
Technical skills
Problem resolution skills
Supplier management skills

Answer 13

Incident analysis skills

Question 14

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

Service management
Continual improvement
A service
An IT asset

Answer 14

A service

Question 15

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

Start where you are
Collaborate and promote visibility
Keep it simple and practical
Optimize and automate

Answer 15

Keep it simple and practical

Question 16

What are engage, plan and improve examples of?

Service value chain activities
Service level management
Service value chain inputs
Change control

Answer 16

Service value chain activities

Question 17

Which is part of service provision?

The management of resources configured to deliver the service
The management of resources needed to consume the service
The grouping of one or more services based on one or more products
The joint activities performed to ensure continual value co-creation

Answer 17

The management of resources configured to deliver the service

Question 18

Which statement about outcomes is CORRECT?

Outcomes help service consumers achieve outputs
Outcomes are one or more services that fulfil the needs of a service consumer
Service providers help service consumers achieve outcomes
Helping service consumers achieve outcomes reduces service provider costs

Answer 18

Service providers help service consumers achieve outcomes

Question 19

Which statement about IT service management is CORRECT?

It is performed by customers using a mix of IT systems, services and processes
It is performed by IT service providers using a mix of suppliers and their products
It is performed by the service desk using a mix of people, process and technology
It is performed by IT service providers using a mix of people, process and technology

Answer 19

It is performed by IT service providers using a mix of people, process and technology

Question 20

When should the effectiveness of a problem workaround be assessed?

Whenever the workaround is used
Whenever the problem is resolved
Whenever the workaround becomes a known error
Whenever the problem is prioritized

Answer 20

Whenever the workaround is used

Question 21

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

Continual improvement
Service level management
Service desk
Problem management

Answer 21

Service level management

Question 22

What should be used to set user expectations for request fulfillment times?

The time that the customer indicates for service delivery
The consumer demand for the service
The time needed to realistically deliver the service
The service levels of the supplier

Answer 22

The time needed to realistically deliver the service

Question 23

Which dimension includes activities and workflows?

Organizations and people
Information and technology
Partners and suppliers
Value streams and processes

Answer 23

Value streams and processes

Question 24

A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

As a change request
As a service request
As an event
As a problem

Answer 24

As a problem

Question 25

Which practice has a purpose that includes aligning the organization’s practices and services with changing business needs?

Service level management
Service configuration management
Relationship management
Continual improvement

Answer 25

Continual improvement

Question 26

Which statement about costs is CORRECT?

Costs imposed on the consumer are costs of service utility
Costs removed from the consumer are part of the value proposition
Costs imposed on the consumer are costs of service warranty
Costs removed from the consumer are part of service consumption

Answer 26

Costs removed from the consumer are part of the value proposition

Question 27

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

Incident management
Problem management
Continual improvement
Service request management

Answer 27

Continual improvement

Question 28

Which activity is part of the ‘continual improvement’ practice?

Identifying and logging opportunities
Delivering tactical and operational engagement with customers
Populating and maintaining the asset register
Providing a clear path for users to report issues, queries, and requests

Answer 28

Identifying and logging opportunities

Question 29

How should automation be implemented?

By replacing human intervention wherever possible
By replacing the existing tools first
By initially concentrating on the most complex tasks
By optimizing as much as possible first

Answer 29

By replacing human intervention wherever possible

Question 30

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

To protect the information needed by the organization to conduct its business
To observe services and service components
To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
To plan and manage the full lifecycle of all IT assets

Answer 30

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

Question 31

How should the workflow for a new service request be designed?

Use a single workflow for all types of service request
Use different workflows for each type of service request
Avoid workflows for simple service requests
Leverage existing workflows whenever possible

Answer 31

Leverage existing workflows whenever possible

Question 32

In which two situations should the ITIL guiding principles be considered?

1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant

1 and 2
2 and 3
3 and 4
1 and 4

Answer 32

1 and 2

1. In every initiative
2. In relationships with all stakeholders