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- 1. Multiple-choice30 seconds1 ptWhich ITIL guiding principle recommends using existing services, processes and tools when improving services?Progress iteratively with feedbackKeep is simple and practicalStart where you areFocus on value
- 2. Multiple-choice30 seconds1 ptWhich practice has a purpose that includes ensuring that risks have been properly assessed?Service configuration managementProblem managementService level managementChange control
- 3. Multiple-choice30 seconds1 ptWhen should a full risk assessment and authorization be carried out for a standard change?Each time the standard change is implementedWhen the procedure for the standard change is createdAt least once a yearWhen an emergency change is requested
- 4. Multiple-choice30 seconds1 ptWhich statement about emergency changes is CORRECT?The testing of emergency can be eliminated in order to implement the change quicklyThe assessment and authorization of emergency changes is expedited to ensure they can be implemented quicklyEmergency changes should be authorized and implemented as service requestsEmergency changes must be fully documented before authorization and implementation
- 5. Multiple-choice30 seconds1 ptWhich practice coordinates the classification, ownership and communication of service requests and incidents?Supplier managementService deskProblem managementRelationship management
- 6. Multiple-choice30 seconds1 ptWhat is warranty?Assurance that a product or service will meet agreed requirementsThe amount of money spent on a specific activity or resourceThe functionality offered by a product or service to meet a particular needThe perceived benefits, usefulness and importance of something
- 7. Multiple-choice30 seconds1 ptWhich is part of service provision?The management of resources configured to deliver the serviceThe management of resources needed to consume the serviceThe grouping of one or more services based on one or more productsThe joint activities performed to ensure continual value co-creation
- 8. Multiple-choice30 seconds1 ptWhich statement about a continual improvement register is CORRECT?It should be managed at the senior level of the organizationIt should be used to capture user demandThere should only be one for the whole organizationIt should be re-prioritized as ideas are documented
- 9. Multiple-choice30 seconds1 ptWhat are Engage, Plan and Improve examples of?Service value chain activitiesService level managementService value chain inputsChange control
- 10. Multiple-choice30 seconds1 ptWhich statement about outcomes is CORRECT?An outcome can be enabled by more than one outputOutcomes are how the service performsAn output can be enabled by one or more outcomesAn outcome is a tangible or intangible activity
- 11. Multiple-choice30 seconds1 ptWhich statement about service desks is CORRECT?The service desk should work in close collaboration with support and development teamsThe service desk should rely on self-service portals instead of escalation to support teamsThe service desk should remain isolated from technical support teamsThe service desk should escalate all technical issues to support and development teams
- 12. Multiple-choice30 seconds1 ptWhich practice updates information relating to symptoms and business impact?Service level managementChange controlService request managementIncident management
- 13. Multiple-choice30 seconds1 ptWhich is included in the purpose of the design and transition value chain activity?Ensuring that service components are available when neededProviding transparency and good stakeholder relationshipsSupporting services according to specificationsContinually meeting stakeholder expectations for costs
- 14. Multiple-choice30 seconds1 ptWhich practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?Change controlIT asset managementService deskService request management
- 15. Multiple-choice30 seconds1 ptWhich is NOT a component of the service value system?The guiding principlesGovernancePracticesThe four dimensions of service management
- 16. Multiple-choice30 seconds1 ptWhich statement about the steps to fulfill a service request is CORRECT?They should be complex and detailedThey should be well-known and provenThey should include incident handlingThey should be brief and simple
- 17. Multiple-choice30 seconds1 ptWhat is defined as a cause, or potential cause, of one or more incidents?ChangeEventKnown errorProblem
- 18. Multiple-choice30 seconds1 ptWhich guiding principle recommends eliminating activities that do not contribute to the creation of value?Start where you areCollaborate and promote visibilityKeep it simple and practicalOptimize and automate
- 19. Multiple-choice30 seconds1 ptWhen should the effectiveness of a problem workaround be assessed?Whenever the workaround is usedWhenever the problem is resolvedWhenever the workaround becomes a known errorWhenever the problem is prioritized
- 20. Multiple-choice30 seconds1 ptA change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].assetsvalueselementsservices
- 21. Multiple-choice30 seconds1 ptWhich dimension considers how knowledge assets should be protected?Organizations and peoplePartners and suppliersInformation and technologyValue streams and processes
- 22. Multiple-choice30 seconds1 ptWhat 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 managementContinual improvementA serviceAn IT asset
- 23. Multiple-choice30 seconds1 ptIdentify the missing words in the following sentence; The management of information security incidents usually requires [?].Immediate escalationSpecialist teamsA separate processThird party support
- 24. Multiple-choice30 seconds1 ptWhat are the ITIL guiding principles used for?To help an organization make good decisionsTo direct and control an organizationTo identify activities that an organization must perform in order to deliver a valuable serviceTo ensure that an organization s performance continually meets stakeholders’ expectations
- 25. Multiple-choice30 seconds1 ptWhich is the CORRECT approach for managing a large improvement initiative as smaller iterations?Each iteration should be designed before starting the initiative and implemented without feedbackFeedback should only be taken into account when one iteration fails to meet its objectiveFeedback should be reduced for large improvements as it is unlikely that circumstances will changeEach iteration should be continually re-evaluated based on feedback
- 26. Multiple-choice30 seconds1 ptWhat is the purpose of the deployment management practice?To ensure services achieve agreed and expected performanceTo make new or changed services available for useTo move new or changed components to live environmentsTo set clear business-based targets for service performance
- 27. Multiple-choice30 seconds1 ptWhich is a service request?Requesting a workaround for an issueRequesting information about how to create a documentRequesting an enhancement to an applicationRequesting investigation of a degraded service
- 28. Multiple-choice30 seconds1 ptIdentify the missing word in the following sentence; The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.costsusersvalueperformances
- 29. Multiple-choice30 seconds1 ptWhat is a recommendation of the focus on value guiding principle?Make ‘focus on value’ a responsibility of the managementFocus on the value of new and significant projects firstFocus on value for the service provider firstFocus on value at every step of the improvement
- 30. Multiple-choice30 seconds1 ptWhich guiding principle recommends standardizing and streamlining manual tasks?Optimize and automateCollaborate and promote visibilityFocus on valueThink and work holistically
- 31. Multiple-choice30 seconds1 ptWhich describes a set of defined steps for implementing improvements?The improve value chain activityThe continual improvement registerThe continual improvement modelThe engage value chain activity
- 32. Multiple-choice30 seconds1 ptWhich is a key requirement for a successful service level agreement?It should be written in legal languageIt should be simply written and easy to understandIt should be based on the service provider s view of the serviceIt should relate to simple operational metrics
- 33. Multiple-choice30 seconds1 ptWhen planning continual improvement, which approach for assessing the current state of a service is CORRECT?An organization should always use a single technique to ensure metrics are consistentAn organization should always use a strength, weakness, opportunity and threat (SWOT) analysisAn organization should always develop competencies in methodologies and techniques that will meet their needsAn organization should always use an approach that combines Lean, Agile and DevOps methodologies
- 34. Multiple-choice30 seconds1 ptHow does a service consumer contribute to the reduction of disk?By paying for the serviceBy managing server hardwareBy communicating constraintsBy managing staff availability
- 35. Multiple-choice30 seconds1 ptWhat helps diagnose and resolve a simple incident?Rapid escalationFormation of a temporary teamThe use of scriptsProblem prioritization
- 36. Multiple-choice30 seconds1 ptWhich ITIL practice has a purpose that includes reducing the likelihood of incidents?Change controlContinual improvementProblem managementService desk
- 37. Multiple-choice30 seconds1 ptWhich service level metrics are BEST for measuring user experience?Single system-based metricsMetrics for the percentage of uptime of a serviceOperational metricsMetrics linked to defined outcomes
- 38. Multiple-choice30 seconds1 ptWhat are the MOST important skills required by service desk staff?Incident analysis skillsTechnical skillsProblem resolution skillsSupplier management skills
- 39. Multiple-choice30 seconds1 ptWhich 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 organization1 and 22 and 33 and 41 and 4
- 40. Multiple-choice30 seconds1 ptWhen should a change request be submitted to resolve a problem?As soon as a solution for the problem has been identifiedAs soon as a workaround for the problem has been identifiedAs soon as the analysis of the frequency and impact of incidents justifies the changeAs soon as the analysis of cost, risks and benefits justifies the change Â
- 41. Multiple-choice30 seconds1 ptWhich guiding principle helps to ensure that better information is available for decision making?Keep it simple and practicalThink and work holisticallyOptimize and automateCollaborate and promote visibility
- 42. Multiple-choice30 seconds1 ptWhich practice has a purpose that includes observing a service to report selected changes of state identified as events?Information security managementMonitoring and event managementIncident managementChange control
- 43. Multiple-choice30 seconds1 ptWhich describes a standard change?A change that needs to be scheduled, assessed and authorized following a defined processA change that is typically implemented as a service requestA high-risk change that needs very thorough assessmentA change that must be implemented as soon as possible
- 44. Multiple-choice30 seconds1 ptHow does information about problems and known errors contribute to 'incident management'?It enables quick and efficient diagnosis of incidentsIt removes the need for regular customer updatesIt removes the need for collaboration during incident resolutionIt enables the reassessment of known errors
- 45. Multiple-choice30 seconds1 ptWhich practice owns and manages issues, queries and requests from users?Incident managementService deskChange controlProblem management
- 46. Multiple-choice30 seconds1 ptWhat defines the requirements for a service and takes responsibility for the outcomes of service consumption?An IT assetA customerA configuration item (CI)A user
- 47. Multiple-choice30 seconds1 ptWhich stakeholders co-create value in a service relationship?Investor and supplierConsumer and providerProvider and supplierInvestor and consumer
- 48. Multiple-choice30 seconds1 ptWhich describes normal changes?Changes that are low-risk and pre-authorizedChanges that need to be scheduled and assessed following a processChanges that are typically initiated as service requestsChanges that must be implemented as soon as possible
- 49. Multiple-choice30 seconds1 ptWhat is the expected outcome from using a service value chain?Service value streamsCustomer engagementValue realizationThe application of practices
- 50. Multiple-choice30 seconds1 ptWhich statement about outcomes is CORRECT?Outcomes are one or more services that fulfill the needs of a service consumerService providers help service consumers achieve outcomesOutcomes help service consumers achieve outputsHelping service consumers achieve outcomes reduces service provider costs
- 51. Multiple-choice30 seconds1 ptWhich skill is an essential part of the 'service level management' practice?Technical knowledgeListeningDiagnosisProblem analysis
- 52. Multiple-choice30 seconds1 ptWhat are the three phases of 'problem management'?Problem logging, problem classification, problem resolutionIncident management, problem management, change enablementProblem identification, problem control, error controlProblem analysis, error identification, incident resolution
- 53. Multiple-choice30 seconds1 ptWhich is a purpose of the 'engage' value chain activity?Meeting expectations for quality, costs and time-to-marketProviding transparency and good relationshipsEnsuring the continual improvement of servicesEnsuring that the organization's vision is understood
- 54. Multiple-choice30 seconds1 ptIdentify 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.suppliersCIscustomersassets
- 55. Multiple-choice30 seconds1 ptWhat is described by the service value system?How all the components and activities of the organization work together as a system to enable value creationServices based on one or more products, designed to address needs of a target consumer groupJoint activities performed by a service provider and a service consumer to ensure continual value co-creationHow to apply the systems approach of the guiding principle think and work holistically
- 56. Multiple-choice30 seconds1 ptWhich practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?Problem managementSupplier managementRelease managementService desk
- 57. Multiple-choice30 seconds1 ptWhat is defined as any component that needs to be managed in order to deliver an IT service?A service requestA configuration item (CI)An incidentAn IT asset
- 58. Multiple-choice30 seconds1 ptWhich guiding principle recommends using the minimum number of steps necessary to achieve an objective?Progress iteratively with feedbackFocus on valueThink and work holisticallyKeep it simple and practical
- 59. Multiple-choice30 seconds1 ptWhich 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 requests1 and 22 and 33 and 41 and 4
- 60. Multiple-choice30 seconds1 ptWhat is an IT asset?Any financially valuable component that can contribute to delivery of an IT product or serviceAny component that needs to be managed in order to deliver a serviceA request from a user mat initiates a service actionThe removal of anything that could have a direct or indirect effect on services
- 61. Multiple-choice30 seconds1 ptWhich dimension includes a workflow management system?Organizations and peoplePartners and suppliersInformation and technologyValue streams and processes
- 62. Multiple-choice30 seconds1 ptIdentify 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.informationcostsutilitywarranty
- 63. Multiple-choice30 seconds1 ptWhich of these should be logged and managed as a problem?A user requests delivery of a laptopA monitoring tool detects a change of state for a serviceTrend analysis shows a large number of similar incidents'Continual improvement' needs to prioritize an improvement opportunity
- 64. Multiple-choice30 seconds1 ptIn 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 relevant1 and 22 and 33 and 41 and 4
- 65. Multiple-choice30 seconds1 ptWhich guiding principle recommends coordinating all dimensions of service management?Start where you areProgress iteratively with feedbackThink and work holisticallyKeep it simple and practical
- 66. Multiple-choice30 seconds1 ptWhat is the purpose of the 'relationship management' practice?To establish and nurture the links between the organization and its stakeholdersTo align the organization's practices and services with changing business needsTo set clear business-based targets for service performanceTo support the agreed quality of a service handling all agreed, user-initiated service requests
- 67. Multiple-choice30 seconds1 ptHow should the workflow for a new service request be designed?Use a single workflow for all types of service requestUse different workflows for each type of service requestAvoid workflows for simple service requestsLeverage existing workflows whenever possible
- 68. Multiple-choice30 seconds1 ptWhat is the purpose of the 'information security management' practice?To protect the information needed by the organization to conduct its businessTo observe services and service componentsTo ensure that accurate and reliable information about the configuration of services is available when and where it is neededTo plan and manage the full lifecycle of all IT assets
- 69. Multiple-choice30 seconds1 ptIdentify 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.measurementtoolsplansprocess
- 70. Multiple-choice30 seconds1 ptHow should automation be implemented?By replacing human intervention wherever possibleBy replacing the existing tools firstBy initially concentrating on the most complex tasksBy optimizing as much as possible first
- 71. Multiple-choice30 seconds1 ptWhich activity is part of the 'continual improvement' practice?Identifying and logging opportunitiesDelivering tactical and operational engagement with customersPopulating and maintaining the asset registerProviding a clear path for users to report issues, queries, and requests
- 72. Multiple-choice30 seconds1 ptWhich competencies are required by the 'service level management' practice?Problem investigation and resolutionBusiness analysis and commercial managementIncident analysis and prioritizationBalanced scorecard reviews and maturity assessment
- 73. Multiple-choice30 seconds1 ptWhich practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?Incident managementProblem managementContinual improvementService request management
- 74. Multiple-choice30 seconds1 ptWhich statement about costs is CORRECT?Costs imposed on the consumer are costs of service utilityCosts removed from the consumer are part of the value propositionCosts imposed on the consumer are costs of service warrantyCosts removed from the consumer are part of service consumption
- 75. Multiple-choice30 seconds1 ptWhat is typically needed to assign complex incidents to support groups?A self-help toolThe incident priorityA change scheduleThe incident category
- 76. Multiple-choice30 seconds1 ptWhich practice has a purpose that includes aligning the organization's practices and services with changing business needs?Service level managementService configuration managementRelationship managementContinual improvement
- 77. Multiple-choice30 seconds1 ptA 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 requestAs a service requestAs an eventAs a problem
- 78. Multiple-choice30 seconds1 ptWhat 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 resultsAsking customers to provide numerical targets that meet their needsAsking customers open questions to establish their requirementsUsing operational data to provide detailed service reports
- 79. Multiple-choice30 seconds1 ptWhich dimension includes activities and workflows?Organizations and peopleInformation and technologyPartners and suppliersValue streams and processes
- 80. Multiple-choice30 seconds1 ptWhat should be used to set user expectations for request fulfillment times?The time that the customer indicates for service deliveryThe consumer demand for the serviceThe time needed to realistically deliver the serviceThe service levels of the supplier
- 81. Multiple-choice30 seconds1 ptWhich is one of the five aspects of service design?Management information systems and toolsRisk analysis and management approachManagement policy for business case creationCorporate governance and policy
- 82. Multiple-choice30 seconds1 ptWhich statement about IT service management is CORRECT?It is performed by customers using a mix of IT systems, services and processesIt is performed by IT service providers using a mix of suppliers and their productsIt is performed by the service desk using a mix of people, process and technologyIt is performed by IT service providers using a mix of people, process and technology
- 83. Multiple-choice30 seconds1 ptWhich is the CORRECT explanation of the R role in a RACI matrix?This role ensures that activities are executed correctlyThis role has ownership of the end resultThis role is involved in providing knowledge and inputThis role ensures the flow of information to stakeholders
- 84. Multiple-choice30 seconds1 ptWhich statement about change management is CORRECT?It optimizes overall business riskIt optimizes financial exposureIt ensures that all changes are authorized by the change advisory board (CAB)It ensures that service requests follow the normal change management process
- 85. Multiple-choice30 seconds1 ptWhich statement about the four Ps of service design is CORRECT?Processes refers to skill and trainingPartners refers to suppliers and vendorsPeople refers to technology and toolsProducts refers to producers and metrics
- 86. Multiple-choice30 seconds1 ptWhat is the primary focus of business capacity management?Management, control and prediction of the performance, utilization and capacity of individual elements of IT technologyReview of all capacity supplier agreements and underpinning contracts with supplier managementManagement, control and prediction of the end-to-end performance and capacity of the live, operational IT servicesFuture business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
- 87. Multiple-choice30 seconds1 ptWhich is NOT a structure of service desk that is described in the ITIL service operation guidance?LocalCentralizedOutsourcedVirtual
- 88. Multiple-choice30 seconds1 ptWhat type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?A standard changeAn emergency changeAn internal changeA normal change
- 89. Multiple-choice30 seconds1 ptWhich service transition process provides guidance about converting data into information?Change evaluationKnowledge managementService validation and testingService asset and configuration management
- 90. Multiple-choice30 seconds1 ptWhich service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?Service-based SLA viewWholesale customer viewRetail customer viewSupporting services view
- 91. Multiple-choice30 seconds1 ptService transition contains detailed descriptions of which processes?Change management, service asset and configuration management, release and deployment managementChange management, capacity management, event management, service request managementService level management, service portfolio management, service asset and configuration managementService asset and configuration management, release and deployment management, request fulfillment
- 92. Multiple-choice30 seconds1 ptWhich is an objective of the design coordination process?To produce service design packages and ensure they are handed over to service transitionTo assess and evaluate all changes and their impact on service designsTo document the initial structure and relationship between services and customersTo gather and document new service level requirements from the customer
- 93. Multiple-choice30 seconds1 ptWhat MAIN factors are considered to assess the priority of an incident?The urgency and impactThe impact and complexityThe cost and urgencyThe complexity and cost
- 94. Multiple-choice30 seconds1 ptWhich term is used to describe the prediction and control of income and expenditure within an organization?ChargingGovernanceBudgetingAccounting
- 95. Multiple-choice30 seconds1 ptWhere should all master copies of controlled software and documentation be stored?In the definitive capacity libraryIn the definitive media libraryIn the definitive security libraryIn the definitive production library
- 96. Multiple-choice30 seconds1 ptWhich stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?Service operationService transitionContinual service improvementService strategy
- 97. Multiple-choice30 seconds1 ptWhich of the following should IT service continuity strategy be based on? 1. Design of the service metrics 2. Business continuity strategy 3. Business impact analysis (BIA) 4. Risk assessment.1, 2 and 4 only1, 2 and 3 only2, 3 and 4 only1, 3 and 4 only
- 98. Multiple-choice30 seconds1 ptWhat is NOT within the scope of service catalogue management?Contribution to the definition of servicesInterfaces between all services and supporting servicesInterfaces between the service catalogue and service portfolioFulfilment of business service requests
- 99. Multiple-choice30 seconds1 ptWhat three elements make up the Service Portfolio?Customer portfolio, service catalogue and retired servicesCustomer portfolio, configuration management system and service catalogueService pipeline, service catalogue and retired servicesService pipeline, configuration management system and service catalogue
- 100. Multiple-choice30 seconds1 ptWho is responsible for defining metrics for change management?The change management process ownerThe change advisory board (CAB)The service ownerThe continual service improvement manager
- 101. Multiple-choice30 seconds1 ptWhich is a supplier category?TechnicalCommodityCustomerResource
- 102. Multiple-choice30 seconds1 ptWhich process is used to compare the value that new services offer with the value of the services they have replaced?Availability managementCapacity managementService portfolio managementService catalogue management
- 103. Multiple-choice30 seconds1 ptWhich is an important principle of communication in service operation?Information should always be communicatedIt has an intended purpose or a resultant actionMeetings are always the best method of communicationIt is stored in the configuration management system
- 104. Multiple-choice30 seconds1 ptWhat do customer perceptions and business outcomes help to define?The value of a serviceService metricsThe total cost of a serviceKey performance indicators (KPIs)
- 105. Multiple-choice30 seconds1 ptWhich statement about metrics is CORRECT?Process metrics can be used to measure end-to-end service performanceTechnology metrics can be used to measure component performance and availabilityProcess metrics can be used to measure the utilization of a supplier s networkTechnology metrics can be used to determine the overall health of a process
- 106. Multiple-choice30 seconds1 ptWhat takes place in the ‘Did we get there?’ step of the continual service improvement (CSI) approach?An initial baseline assessmentThe production of a detailed CSI planVerifying that improvement targets have been achievedUnderstanding priorities for improvement
- 107. Multiple-choice30 seconds1 ptWhich is an example of improving service utility using service management automation?Pre-determined routing of a service requestReducing the time to compile service dataMonitoring service availabilityFaster resource allocation
- 108. Multiple-choice30 seconds1 ptWhat is the CORRECT definition of service management?A set of specialized assets for transitioning services into the live operational environmentA set of specialized organizational capabilities for delivering value to customers in the form of servicesThe capability of supplier to deliver services to providers in exchange for moneyThe capability of service providers to minimize their costs without reducing the value of the services
- 109. Multiple-choice30 seconds1 ptWhich is the correct combination of items that makes up an IT service?Customers, providers and documentsInformation technology, people and processesInformation technology, networks and peoplePeople, processes and customers
- 110. Multiple-choice30 seconds1 ptWhich problem management activity ensures that a problem can be easily tracked and management information can be obtained?CategorizationDetectionPrioritizationEscalation
- 111. Multiple-choice30 seconds1 ptWhat can be used to help determine the impact level of a problem?Definitive media library (DML)Configuration management system (CMS)Statement of requirements (SOR)Standard operating procedures (SOP)
- 112. Multiple-choice30 seconds1 ptWhich are phases of the release and deployment process? 1. Release build and test 2. Review and close 3. Categorize and record 4. Change authorization and schedule1 and 21 and 32 and 43 and 4
- 113. Multiple-choice30 seconds1 ptWhich function is responsible for the management of a data centre?Technical managementService deskApplication managementFacilities management
- 114. Multiple-choice30 seconds1 ptWhich are the elements of process control?Inputs, outputs and triggersWork instructions, procedures and rolesResources, capabilities and metricsProcess owner, policy and objectives
- 115. Multiple-choice30 seconds1 ptWhich processes are responsible for the regular review of underpinning contracts?Supplier management and service level managementSupplier management and change managementAvailability management and service level managementSupplier management and availability management
- 116. Multiple-choice30 seconds1 ptWhich statement BEST describes the value of service strategy to the business?It allows higher volumes of successful changeIt reduces unplanned costs through optimized handling of service outagesIt reduces the duration and frequency of service outagesIt enables the service provider to understand what levels of service will make their customers successful
- 117. Multiple-choice30 seconds1 ptWhat is a definition of a service improvement plan (SIP)?A formal plan to implement improvements to a customer s business processesAn input from availability management to service level management, detailing the service design planA formal plan to implement improvements to a service or processAn input from financial management for IT services to service level management, detailing the budget plan
- 118. Multiple-choice30 seconds1 ptWhich statement about the known error database (KEDB) is CORRECT?It is maintained by the service desk and updated with the details of each new incidentIt is a part of the configuration management database (CMDB) and contains workaroundsIt is maintained by problem management and is used by the service desk to help resolve incidentsIt is maintained by incident management and contains solutions to be implemented by problem management
- 119. Multiple-choice30 seconds1 ptWhich process works with incident management to ensure that security breaches are detected and logged?Change managementService level managementAccess managementContinual service improvement
- 120. Multiple-choice30 seconds1 ptWhat should a release policy include?The process owner and process manager for each type of releaseThe roles and responsibilities for incident and problem resolutionThe naming convention and expected frequency of each type of releaseThe naming convention for all configuration items (CI) recorded in the configuration management system (CMS)
- 121. Multiple-choice30 seconds1 ptWhich guiding principle is PRIMARILY concerned with end-to-end service delivery?Focus on valueThink and work holisticallyOptimize and automateCollaborate and promote
- 122. Multiple-choice30 seconds1 ptWhat is the purpose of the problem management practice?To protect the information needed by the organization to conduct its businessTo reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errorsTo align the organization s practices and services with changing business needs through the ongoing identification and improvement of servicesTo minimize the negative impact of incidents by restoring normal service operation as quickly as possible
- 123. Multiple-choice30 seconds1 ptWhich practice would help a user gain access to an application that they need to use?Service configuration managementChange enablementService request managementService level management
- 124. Multiple-choice30 seconds1 ptWhy should some service requests be fulfilled with no additional approvals?To ensure that spending is properly accounted forTo ensure that information security requirements are metTo streamline the fulfillment workflowTo set user expectations for fulfillment times
- 125. Multiple-choice30 seconds1 ptWhich is a purpose of the service desk practice?To minimize the negative impact of incidents by restoring normal service operation as quickly as possibleTo be the entry point and single point of contact for the service provider with all of its usersTo support the agreed quality of a service by handling all pre-defined, user-initiated service requestsTo establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
- 126. Multiple-choice30 seconds1 ptWhich are elements of the service value system?Service provision, service consumption, service relationship managementGovernance, service value chain, practicesOutcomes, utility, warrantyCustomer value, stakeholder value, organization
- 127. Multiple-choice30 seconds1 ptWhat is defined as an unplanned interruption or reduction in the quality of a service?An incidentA problemA changeAn event
- 128. Multiple-choice30 seconds1 ptWhich statement about the use of measurement in the start where you are guiding principle is CORRECT?It should always be used to support direct observationIt should always be used instead of direct observationMeasured data is always more accurate than direct observationThe act of measuring always positively impacts results
- 129. Multiple-choice30 seconds1 ptWhat is an incident?The planned removal of an item that might affect a serviceA result enabled by one or more outputsA possible future event that could cause harmA service interruption resolved by the use of self-help tools
- 130. Multiple-choice30 seconds1 ptWhat is defined as a change of state that has significate for the management of an IT service?EventIncidentProblemKnown error
- 131. Multiple-choice30 seconds1 ptWhich dimension includes the knowledge needed for the management of services?Organizations and peopleValue streams and processesInformation and technologyPartners and suppliers
- 132. Multiple-choice30 seconds1 ptWhat is a set of specialized organizational capabilities for enabling value for customers in the form of services?Service offeringService provisionService managementService consumption
- 133. Multiple-choice30 seconds1 ptWhat is the PRIMARY use of a change schedule?To support the incident management practice and improvement planningTo manage emergency changesTo plan changes and help avoid conflictsTo manage standard changes
- 134. Multiple-choice30 seconds1 ptWhat are guiding principles?A set of interconnected activities that help an organization deliver a valuable serviceA description of one or more services that help address the needs of a target consumer groupA set of specialized organizational capabilities for enabling value for customersRecommendations that help an organization when adopting a service management approach
- 135. Multiple-choice30 seconds1 ptWhich guiding principle focuses on reducing costs and human errors?Focus and valueCollaborate and promote visibilityOptimize and automateThink and work holistically
- 136. Multiple-choice30 seconds1 ptWhat is the purpose of the incident management practice?To minimize the negative impact of incidents by restoring normal service operation as quickly as possibleTo capture demand for incident resolution and service requestsTo reduce the likelihood and impact of incidents by identifying actual and potential causes of incidentsTo support the agreed service quality by effective handling of all agreed user-initiated service requests
- 137. Multiple-choice30 seconds1 ptWhich practice makes new services available for use?Change enablementRelease managementDeployment managementIT asset management
- 138. Multiple-choice30 seconds1 ptWhich guiding principle considers the importance of customer loyalty?Progress iteratively with feedbackFocus on valueOptimize and automateStart where you are
- 139. Multiple-choice30 seconds1 ptWhich guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?Start where you areCollaborate and promote visibilityProgress iteratively with feedbackThink and work holistically
- 140. Multiple-choice30 seconds1 ptWhich is a key activity carried out in the did we get there? step of the continual improvement model?Define measurable targetsPerform baseline assessmentsExecute improvement actionsEvaluate measurements and metrics
- 141. Multiple-choice30 seconds1 ptWhat is important for a continual improvement register (CIR)?Improvement ideas are documented, assessed and prioritizedImprovement ideas from many sources are kept in a single CIRImprovement ideas that are not being actioned immediately are removed from the CIRImprovement ideas are tested, funded and agreed
- 142. Multiple-choice30 seconds1 ptWhat can a service remove from the consumer and impose on the consumer?UtilityAssetCostOutcome
- 143. Multiple-choice30 seconds1 ptIn which step of the continual improvement model is an improvement plan implemented?What is the vision?How do we get there?Take actionDid we get there?
- 144. Multiple-choice30 seconds1 ptWhich is a purpose of the 'service level management' practice?To establish and nurture the links between the organization and its stakeholdersTo ensure that the organization s suppliers and their performance are managed appropriatelyTo set clear business-based targets for service levelsTo support the agreed quality of a service handling all agreed, user-initiated service requests
- 145. Multiple-choice30 seconds1 ptWhich is an example of a business related measurement?The number of passengers checked inThe average time to response to change requestsThe average resolution time for incidentsThe number of problems resolved
- 146. Multiple-choice30 seconds1 ptWhat describes the steps needed to create and deliver a specific service to a consumer?Service managementPracticesA value streamService level management
- 147. Multiple-choice30 seconds1 ptWhich statement about the automation of service requests is CORRECT?Service requests that cannot be automated should be handled as incidentsService requests and their fulfillment should be automated as much as possibleService requests that cannot be automated should be handled as problemsService requests and their fulfillment should be carried out by service desk staff without automation
- 148. Multiple-choice30 seconds1 ptIdentify the missing word in the following sentence: A user is [?] that uses services.an organizationa rolea teama supplier
- 149. Multiple-choice30 seconds1 ptWhich gives a user access to a system?Service requirementService agreementService consumptionService provision
- 150. Multiple-choice30 seconds1 ptWhat is a change schedule PRIMARILY used for?To help plan, authorize and schedule emergency changesTo publish a list of service requests that users can selectTo ensure that a single change authority reviews every changeTo help plan changes, assist in communication and avoid conflicts
- 151. Multiple-choice30 seconds1 ptWhat is used to link activities within the service value chain?Service level agreementsInputs, outputs and triggersOpportunity, demand and valueService desk
- 152. Multiple-choice30 seconds1 ptWhich describes the utility of a service?A service that is fit for useA service that meets its service level targetsA service that increases constraints on the consumerA service that supports the performance of the consumer
- 153. Multiple-choice30 seconds1 ptWhich two practices use workarounds?Change enablement and continual improvementChange enablement and problem managementProblem management and incident managementIncident management and continual improvement
- 154. Multiple-choice30 seconds1 ptWhich statement about the change enablement practice is CORRECT?Standard changes are those that need to be scheduled, assessed and authorized following a standard processNormal changes are triggered by the creation of a change request which can be created manually or automatedAssessment and authorization of normal changes should be expedited to ensure they can be implemented quicklyThere should be a separate change authority for standard changes which includes senior managers who understand the risks involved
- 155. Multiple-choice30 seconds1 ptWhich is included in the purpose of the deliver and support value chain activity?Meeting stakeholder expectations for time to marketUnderstanding the organization s service visionUnderstanding stakeholder needsProviding services to agreed specifications
- 156. Multiple-choice30 seconds1 ptWhat must always be done before an activity is automated?Check that the activity has already been optimizedCheck that suitable new technology has been purchasedEnsure that DevOps has been successfully implementedEnsure the solution removes the need for human intervention
- 157. Multiple-choice30 seconds1 ptWhich practice has a purpose that includes managing risks to confidentiality, integrity and availability?Information security managementContinual improvementMonitoring and event managementService level management
- 158. Multiple-choice30 seconds1 ptWhat is a change schedule used for?To help plan emergency changesTo help authorize standard changesTo help assign a change authorityTo help manage normal changes
- 159. Multiple-choice30 seconds1 ptWhich ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?Service deskService request managementService level managementService configuration management
- 160. Multiple-choice30 seconds1 ptWhich role approves the cost of services?UserChange authoritySponsorCustomer
- 161. Multiple-choice30 seconds1 ptWhat actions does a service desk take for all issues, queries and requests that are reported to them?Schedule, assess, authorizeDiagnose, investigate, resolveInitiate, approve, fulfillAcknowledge, classify, own
- 162. Multiple-choice30 seconds1 ptWhich is an external input to the service value chain?The improve value chain activityAn overall planCustomer requirementsFeedback loops
- 163. Multiple-choice30 seconds1 ptWhich is included in the purpose of the service level management practice?To maximize the number of successful service and product changesTo ensure accurate information about the configuration of services is availableTo set clear business-based targets for service levelsTo ensure that suppliers and their performance are managed appropriately
- 164. Multiple-choice30 seconds1 ptWhich usually requires a team of representatives from many stakeholder groups?Fulfilling a service requestAuthorizing an emergency changeLogging a new problemInvestigating a major incident
- 165. Multiple-choice30 seconds1 ptWhich value chain activity ensures that service components meet agreed specifications?PlanDesign and transitionObtain/buildDeliver and support
- 166. Multiple-choice30 seconds1 ptWhich ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?Supplier managementChange enablementRelationship managementService desk
- 167. Multiple-choice30 seconds1 ptWhat includes governance as a component?PracticesThe service value chainThe service value systemThe guiding principles
- 168. Multiple-choice30 seconds1 ptWhich practice needs people who understand complex systems and have creative and analytical skills?Change enablementService level managementService request managementProblem management
- 169. Multiple-choice30 seconds1 ptWhat is the definition of a known error?An unplanned interruption to a service, or reduction in the quality of a serviceA cause, or potential cause, of one or more incidentsA problem that has been analyzed and has not been resolvedAny change of state that has significance for the management of a service or other configuration item (CI)
- 170. Multiple-choice30 seconds1 ptWhich will NOT be handled as a service request?The degradation of a serviceThe replacement of a toner cartridgeThe provision of a laptopA complaint about a support team
- 171. Multiple-choice30 seconds1 ptWhat are typically recognized through notifications created by an IT service, CI or monitoring tool?IncidentsProblemsEventsRequests
- 172. Multiple-choice30 seconds1 ptWhich dimension considers data security and privacy?Organizations and peopleInformation and technologyPartners and suppliersValue streams and processes
- 173. Multiple-choice30 seconds1 ptWhich term relates to service levels aligned with the needs of service consumers?Service managementWarrantyCostUtility
- 174. Multiple-choice30 seconds1 ptWhich directly assists with the diagnosis and resolution of simple incidents?Scripts for collecting user informationUse of shift working patternsFulfillment of service requestsCreation of a temporary team
- 175. Multiple-choice30 seconds1 ptWhich approach is CORRECT when applying the guiding principle keep it simple and practical?Only add controls and metrics when they are neededDesign controls and metrics first, then remove those not adding valueDesign controls and metrics and add them individually until all are implementedOnly add controls and metrics that are required for compliance
- 176. Multiple-choice30 seconds1 ptWhich practice forms a link between the service provider and the users of services?Change enablementService level managementProblem managementService desk
- 177. Multiple-choice30 seconds1 ptWhich is a purpose of release management?To protect the organization s informationTo handle user-initiated service requestsTo make new and changed services available for useTo move hardware and software to live environments
- 178. Multiple-choice30 seconds1 ptWhat is recommended by the guiding principle progress iteratively with feedback ?A current state assessment that is carried out at the start of an improvement initiativeThe identification of all interested parts at the start of an improvement initiativeAn improvement initiative that is broken into a number of manageable sectionsAn assessment of how all the parts of an organization will affect an improvement initiative
- 179. Multiple-choice30 seconds1 ptWhich guiding principle considers customer and user experience?Collaborate and promote visibilityFocus on valueStart where you areKeep it simple and practical
- 180. Multiple-choice30 seconds1 ptWhich statement about the change enablement practice is CORRECT?Service requests are usually normal changes that can be implemented quickly without authorizationEmergency changes are changes that must be fully tested and fully documented prior to implementationStandard changes are changes that need to be scheduled, assessed and authorized following a standard processEmergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
- 181. Multiple-choice30 seconds1 ptWhich of these activities is carried out as part of problem management?Creating incident recordsDiagnosing and resolving incidentsEscalating incidents to a support team for resolutionTrend analysis of incident records
- 182. Multiple-choice30 seconds1 ptWhat does change enablement PRIMARILY focus on?Changes to service levelsChanges to products and servicesChanges to organizational structureChanges to skills and competencies
- 183. Multiple-choice30 seconds1 ptIdentify 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.Service consumerService providerCustomerSupplier
- 184. Multiple-choice30 seconds1 ptWhich is handled as a service request?An investigation to identify the cause of an incidentA compliment about an IT support teamThe failure of an IT serviceAn emergency change to implement a security patch
- 185. Multiple-choice30 seconds1 ptWhich is a key requirement for a successful service level agreement (SLA)?Using individual metrics that relate to the service catalogueUsing bundled metrics to relate performance to outcomesUsing single-system-based metrics that relate to outputsUsing an agreement between the service provider and service supplier
- 186. Multiple-choice30 seconds1 ptWhich is considered by the partners and suppliers’ dimension?Using artificial intelligenceDefining controls and proceduresUsing formal roles and responsibilitiesWorking with an integrator to manage relationships
- 187. Multiple-choice30 seconds1 ptWhich practice recommends using tools for collaboration and the automated matching of symptoms?Problem managementService level managementIncident managementService request management
- 188. Multiple-choice30 seconds1 ptWhich helps to manage an incident when it is unclear which support team should be working on the incident?Disaster recovery plansSwarmingTarget resolution timesSelf-help
- 189. Multiple-choice30 seconds1 ptWhich statement about the continual improvement practice is CORRECT?Continual improvement participation should be limited to a small dedicated team.It is the role of senior management to authorize improvement initiatives.Training should be provided to those involved in continual improvement.A single continual improvement register should be maintained by senior management.
- 190. Multiple-choice30 seconds1 ptWhich does the ITIL service value system discourage?Coordinated authorities and responsibilitiesOrganizational silosInterfaces among practicesOrganizational agility
- 191. Multiple-choice30 seconds1 ptWhich describes the watermelon SLA effect?A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers experiences.The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfieSLA targets change very frequently, so that each report includes new measures and trends cannot be analyzeIntroducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
- 192. Multiple-choice30 seconds1 ptWhich practice includes conducting regular reviews to ensure that services are still appropriate and relevant?Service level managementService deskContinual improvementChange enablement
- 193. Multiple-choice30 seconds1 ptWhat is a service?A possible event that could cause harm or loss, or make it more difficult to achieve objectivesA means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risksA tangible or intangible deliverable of an activityJoint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings
- 194. Multiple-choice30 seconds1 ptWhich 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 4. Policies for approvals of targets1 and 22 and 33 and 41 and 4
- 195. Multiple-choice30 seconds1 ptWhat is required by all service desk staff?Excellent technical knowledgeRoot cause analysis skillsDemonstration of emotional intelligenceKnowledge of telephony technology
- 196. Multiple-choice30 seconds1 ptWhich practice establishes a channel between the service provider and its users?Relationship managementChange enablementSupplier managementService desk
- 197. Multiple-choice30 seconds1 ptWhich 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?Service deskMonitoring and event managementService level managementContinual improvement
- 198. Multiple-choice30 seconds1 ptWhich practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?Relationship managementChange enablementRelease managementMonitoring and event management
- 199. Multiple-choice30 seconds1 ptWhich practice provides users with a way to get various requests arranged, explained and coordinated?Service level managementRelationship managementContinual improvementService desk
- 200. Multiple-choice30 seconds1 ptWhich helps to streamline the fulfilment of service requests?Understanding which service requests can be accomplished with limited approvalsCreating new workflows for every service requestSeparating requests relating to service failures from the degradation of servicesEliminating service requests which have complex workflows
- 201. Multiple-choice30 seconds1 ptWhich statement about outcomes is CORRECT?They are deliverables provided to service consumers.They allow service consumers to achieve a desired result.They provide products to service providers based on outputs.The co-create value for service providers by reducing costs and risks.
- 202. Multiple-choice30 seconds1 ptWhich guiding principle says that services and processes should NOT provide a solution for every exception?Keep it simple and practicalThink and work holisticallyOptimize and automateCollaborate and promote visibility
- 203. Multiple-choice30 seconds1 ptIdentify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization s suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.measuredrewardedmanageddefined
- 204. Multiple-choice30 seconds1 ptIdentify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.relationships with suppliers