Have an account?
Skip to Content
Build your own quiz
281 questions
Show Answers
See Preview
- 1. Multiple ChoiceWhich 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 ChoiceWhich practice has a purpose that includes ensuring that risks have been properly assessed?Service configuration managementProblem managementService level managementChange control
- 3. Multiple ChoiceWhen 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 ChoiceWhich 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 ChoiceWhich practice coordinates the classification, ownership and communication of service requests and incidents?Supplier managementService deskProblem managementRelationship management
- 6. Multiple ChoiceWhat 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 ChoiceWhich 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 ChoiceWhich 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 ChoiceWhat are Engage, Plan and Improve examples of?Service value chain activitiesService level managementService value chain inputsChange control
- 10. Multiple ChoiceWhich 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 ChoiceWhich 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 ChoiceWhich practice updates information relating to symptoms and business impact?Service level managementChange controlService request managementIncident management
- 13. Multiple ChoiceWhich 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 ChoiceWhich 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 ChoiceWhich is NOT a component of the service value system?The guiding principlesGovernancePracticesThe four dimensions of service management
- 16. Multiple ChoiceWhich 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 ChoiceWhat is defined as a cause, or potential cause, of one or more incidents?ChangeEventKnown errorProblem
- 18. Multiple ChoiceWhich 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 ChoiceWhen 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 ChoiceA change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].assetsvalueselementsservices
- 21. Multiple ChoiceWhich dimension considers how knowledge assets should be protected?Organizations and peoplePartners and suppliersInformation and technologyValue streams and processes
- 22. Multiple ChoiceWhat 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 ChoiceIdentify the missing words in the following sentence; The management of information security incidents usually requires [?].Immediate escalationSpecialist teamsA separate processThird party support
- 24. Multiple ChoiceWhat 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 ChoiceWhich 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 ChoiceWhat 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 ChoiceWhich 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 ChoiceIdentify 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 ChoiceWhat 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 ChoiceWhich guiding principle recommends standardizing and streamlining manual tasks?Optimize and automateCollaborate and promote visibilityFocus on valueThink and work holistically
- 31. Multiple ChoiceWhich 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 ChoiceWhich 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 ChoiceWhen 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 ChoiceHow 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 ChoiceWhat helps diagnose and resolve a simple incident?Rapid escalationFormation of a temporary teamThe use of scriptsProblem prioritization
- 36. Multiple ChoiceWhich ITIL practice has a purpose that includes reducing the likelihood of incidents?Change controlContinual improvementProblem managementService desk
- 37. Multiple ChoiceWhich 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 ChoiceWhat are the MOST important skills required by service desk staff?Incident analysis skillsTechnical skillsProblem resolution skillsSupplier management skills
- 39. Multiple ChoiceWhich 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 ChoiceWhen 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
- 41. Multiple ChoiceWhich 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 ChoiceWhich 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 ChoiceWhich 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 ChoiceHow 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 ChoiceWhich practice owns and manages issues, queries and requests from users?Incident managementService deskChange controlProblem management
- 46. Multiple ChoiceWhat 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 ChoiceWhich stakeholders co-create value in a service relationship?Investor and supplierConsumer and providerProvider and supplierInvestor and consumer
- 48. Multiple ChoiceWhich 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 ChoiceWhat is the expected outcome from using a service value chain?Service value streamsCustomer engagementValue realizationThe application of practices
- 50. Multiple ChoiceWhich 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 ChoiceWhich skill is an essential part of the 'service level management' practice?Technical knowledgeListeningDiagnosisProblem analysis
- 52. Multiple ChoiceWhat 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 ChoiceWhich 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 ChoiceIdentify 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 ChoiceWhat 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 ChoiceWhich practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?Problem managementSupplier managementRelease managementService desk
- 57. Multiple ChoiceWhat 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 ChoiceWhich 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 ChoiceWhich 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 ChoiceWhat 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 ChoiceWhich dimension includes a workflow management system?Organizations and peoplePartners and suppliersInformation and technologyValue streams and processes
- 62. Multiple ChoiceIdentify 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 ChoiceWhich 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 ChoiceIn 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 ChoiceWhich 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 ChoiceWhat 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 ChoiceHow 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 ChoiceWhat 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 ChoiceIdentify 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 ChoiceHow 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 ChoiceWhich 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 ChoiceWhich 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 ChoiceWhich practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?Incident managementProblem managementContinual improvementService request management
- 74. Multiple ChoiceWhich 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 ChoiceWhat is typically needed to assign complex incidents to support groups?A self-help toolThe incident priorityA change scheduleThe incident category
- 76. Multiple ChoiceWhich 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 ChoiceA 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 ChoiceWhat 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 ChoiceWhich dimension includes activities and workflows?Organizations and peopleInformation and technologyPartners and suppliersValue streams and processes
- 80. Multiple ChoiceWhat 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 ChoiceWhich 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 ChoiceWhich 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 ChoiceWhich 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 ChoiceWhich 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 ChoiceWhich 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 ChoiceWhat 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 ChoiceWhich is NOT a structure of service desk that is described in the ITIL service operation guidance?LocalCentralizedOutsourcedVirtual
- 88. Multiple ChoiceWhat 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 ChoiceWhich service transition process provides guidance about converting data into information?Change evaluationKnowledge managementService validation and testingService asset and configuration management
- 90. Multiple ChoiceWhich 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 ChoiceService 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 ChoiceWhich 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 ChoiceWhat 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 ChoiceWhich term is used to describe the prediction and control of income and expenditure within an organization?ChargingGovernanceBudgetingAccounting
- 95. Multiple ChoiceWhere 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 ChoiceWhich 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 ChoiceWhich 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 ChoiceWhat 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 ChoiceWhat 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 ChoiceWho 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 ChoiceWhich is a supplier category?TechnicalCommodityCustomerResource
- 102. Multiple ChoiceWhich 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 ChoiceWhich 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 ChoiceWhat 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 ChoiceWhich 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 ChoiceWhat 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 ChoiceWhich 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 ChoiceWhat 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 ChoiceWhich 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 ChoiceWhich problem management activity ensures that a problem can be easily tracked and management information can be obtained?CategorizationDetectionPrioritizationEscalation
- 111. Multiple ChoiceWhat 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 ChoiceWhich 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 ChoiceWhich function is responsible for the management of a data centre?Technical managementService deskApplication managementFacilities management
- 114. Multiple ChoiceWhich are the elements of process control?Inputs, outputs and triggersWork instructions, procedures and rolesResources, capabilities and metricsProcess owner, policy and objectives
- 115. Multiple ChoiceWhich 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 ChoiceWhich 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 ChoiceWhat 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 ChoiceWhich 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 ChoiceWhich process works with incident management to ensure that security breaches are detected and logged?Change managementService level managementAccess managementContinual service improvement
- 120. Multiple ChoiceWhat 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 ChoiceWhich guiding principle is PRIMARILY concerned with end-to-end service delivery?Focus on valueThink and work holisticallyOptimize and automateCollaborate and promote
- 122. Multiple ChoiceWhat 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 ChoiceWhich 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 ChoiceWhy 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 ChoiceWhich 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 ChoiceWhich 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 ChoiceWhat is defined as an unplanned interruption or reduction in the quality of a service?An incidentA problemA changeAn event
- 128. Multiple ChoiceWhich 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 ChoiceWhat 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 ChoiceWhat is defined as a change of state that has significate for the management of an IT service?EventIncidentProblemKnown error
- 131. Multiple ChoiceWhich dimension includes the knowledge needed for the management of services?Organizations and peopleValue streams and processesInformation and technologyPartners and suppliers
- 132. Multiple ChoiceWhat is a set of specialized organizational capabilities for enabling value for customers in the form of services?Service offeringService provisionService managementService consumption
- 133. Multiple ChoiceWhat 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 ChoiceWhat 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 ChoiceWhich guiding principle focuses on reducing costs and human errors?Focus and valueCollaborate and promote visibilityOptimize and automateThink and work holistically
- 136. Multiple ChoiceWhat 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 ChoiceWhich practice makes new services available for use?Change enablementRelease managementDeployment managementIT asset management
- 138. Multiple ChoiceWhich guiding principle considers the importance of customer loyalty?Progress iteratively with feedbackFocus on valueOptimize and automateStart where you are
- 139. Multiple ChoiceWhich 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 ChoiceWhich 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 ChoiceWhat 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 ChoiceWhat can a service remove from the consumer and impose on the consumer?UtilityAssetCostOutcome
- 143. Multiple ChoiceIn 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 ChoiceWhich 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 ChoiceWhich 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 ChoiceWhat describes the steps needed to create and deliver a specific service to a consumer?Service managementPracticesA value streamService level management
- 147. Multiple ChoiceWhich 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 ChoiceIdentify the missing word in the following sentence: A user is [?] that uses services.an organizationa rolea teama supplier
- 149. Multiple ChoiceWhich gives a user access to a system?Service requirementService agreementService consumptionService provision
- 150. Multiple ChoiceWhat 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 ChoiceWhat is used to link activities within the service value chain?Service level agreementsInputs, outputs and triggersOpportunity, demand and valueService desk
- 152. Multiple ChoiceWhich 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 ChoiceWhich two practices use workarounds?Change enablement and continual improvementChange enablement and problem managementProblem management and incident managementIncident management and continual improvement
- 154. Multiple ChoiceWhich 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 ChoiceWhich 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 ChoiceWhat 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 ChoiceWhich practice has a purpose that includes managing risks to confidentiality, integrity and availability?Information security managementContinual improvementMonitoring and event managementService level management
- 158. Multiple ChoiceWhat 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 ChoiceWhich 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 ChoiceWhich role approves the cost of services?UserChange authoritySponsorCustomer
- 161. Multiple ChoiceWhat 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 ChoiceWhich is an external input to the service value chain?The improve value chain activityAn overall planCustomer requirementsFeedback loops
- 163. Multiple ChoiceWhich 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 ChoiceWhich 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 ChoiceWhich value chain activity ensures that service components meet agreed specifications?PlanDesign and transitionObtain/buildDeliver and support
- 166. Multiple ChoiceWhich 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 ChoiceWhat includes governance as a component?PracticesThe service value chainThe service value systemThe guiding principles
- 168. Multiple ChoiceWhich practice needs people who understand complex systems and have creative and analytical skills?Change enablementService level managementService request managementProblem management
- 169. Multiple ChoiceWhat 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 ChoiceWhich 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 ChoiceWhat are typically recognized through notifications created by an IT service, CI or monitoring tool?IncidentsProblemsEventsRequests
- 172. Multiple ChoiceWhich dimension considers data security and privacy?Organizations and peopleInformation and technologyPartners and suppliersValue streams and processes
- 173. Multiple ChoiceWhich term relates to service levels aligned with the needs of service consumers?Service managementWarrantyCostUtility
- 174. Multiple ChoiceWhich 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 ChoiceWhich 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 ChoiceWhich practice forms a link between the service provider and the users of services?Change enablementService level managementProblem managementService desk
- 177. Multiple ChoiceWhich 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 ChoiceWhat 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 ChoiceWhich guiding principle considers customer and user experience?Collaborate and promote visibilityFocus on valueStart where you areKeep it simple and practical
- 180. Multiple ChoiceWhich 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 ChoiceWhich 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 ChoiceWhat does change enablement PRIMARILY focus on?Changes to service levelsChanges to products and servicesChanges to organizational structureChanges to skills and competencies
- 183. Multiple ChoiceIdentify 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 ChoiceWhich 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 ChoiceWhich 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 ChoiceWhich 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 ChoiceWhich practice recommends using tools for collaboration and the automated matching of symptoms?Problem managementService level managementIncident managementService request management
- 188. Multiple ChoiceWhich 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 ChoiceWhich 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 ChoiceWhich does the ITIL service value system discourage?Coordinated authorities and responsibilitiesOrganizational silosInterfaces among practicesOrganizational agility
- 191. Multiple ChoiceWhich 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 ChoiceWhich practice includes conducting regular reviews to ensure that services are still appropriate and relevant?Service level managementService deskContinual improvementChange enablement
- 193. Multiple ChoiceWhat 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 ChoiceWhich 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 ChoiceWhat is required by all service desk staff?Excellent technical knowledgeRoot cause analysis skillsDemonstration of emotional intelligenceKnowledge of telephony technology
- 196. Multiple ChoiceWhich practice establishes a channel between the service provider and its users?Relationship managementChange enablementSupplier managementService desk
- 197. Multiple ChoiceWhich 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 ChoiceWhich 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 ChoiceWhich practice provides users with a way to get various requests arranged, explained and coordinated?Service level managementRelationship managementContinual improvementService desk
- 200. Multiple ChoiceWhich 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 ChoiceWhich 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 ChoiceWhich 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 ChoiceIdentify 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 ChoiceIdentify 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 suppliersconfiguration of servicesskills of peopleauthorization of changes
- 205. Multiple ChoiceWhich practice requires skills and competencies related to business analysis, supplier management and relationship management?Monitoring and event managementIncident managementService level managementIT asset management
- 206. Multiple ChoiceWhen should a workaround be created?As soon as possible, once the incident is loggedAfter the resolution of a problemWhen a problem cannot be resolved quicklyWhen a potential permanent solution has been identified
- 207. Multiple ChoiceWhat is a configuration item?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 an IT serviceAny change of state that has significance for the management of a serviceA problem that has been analyzed but has not been resolved
- 208. Multiple ChoiceIdentify the missing words in the following sentence. When an organization has decided to improve a service, it should start by considering [?].existing informationnew methodsadditional measurementsrevised processes
- 209. Multiple ChoiceWhich is a use of the change schedule?Assigning resources to changesDeciding the approval authority for changesAutomating the change processCreating change models
- 210. Multiple ChoiceWhich dimension of service management considers the workflows and controls needed to deliver services?Organization and peopleInformation and technologyPartners and suppliersValue streams and processes
- 211. Multiple ChoiceWhich guiding principle considers how the steps of a process can be performed as efficiently as possible?Start where you areFocus on valueThink and work holisticallyOptimize and automate
- 212. Multiple ChoiceWhich statement about the incident management practice is CORRECT?It identifies the cause of major incidents.It authorizes changes to resolve incidents.It maintains detailed procedures for diagnosing incidents.It resolves the highest impact incidents first.
- 213. Multiple ChoiceHow should an organization prioritize incidents?Ask the user for their preferred resolution timeframe.Assess the availability of the appropriate support team.Use an agreed classification which is based on the business impact of the incident.Create an order of incidents based on the dates and times when they were logge
- 214. Multiple ChoiceWhich is a purpose of the relationship management practice?To systematically observe services and service componentsTo protect the information needed by the organization to conduct its businessTo be the entry point and single point of contact for the service provider with all of its usersTo identify, analyze, monitor, and continually improve links with stakeholders
- 215. Multiple ChoiceWhich statement about problems is CORRECT?Problems are not related to incidents.Problems must be resolved quickly in order to restore normal business activity.Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.Problem prioritization involves risk assessment.
- 216. Multiple ChoiceWhich is a risk that might be removed from a service consumer by an IT service?Service provider ceasing to tradeSecurity breachFailure of server hardwareCost of purchasing servers
- 217. Multiple ChoiceWhich is one of the MAIN concerns of the design and transition value chain activity?Understanding the organization s visionUnderstanding stakeholder needsMeeting stakeholder expectationsEnsuring service components are available
- 218. Multiple ChoiceWhich is a result of applying the guiding principle progress iteratively with feedback ?The ability to discover and respond to failure earlierStandardization of practices and servicesUnderstanding the customer s perception of valueUnderstanding the current state and identifying what can be reused
- 219. Multiple ChoiceWhich practice is responsible for moving new or changed components to live or other environments?Release managementDeployment managementChange enablementSupplier management
- 220. Multiple ChoiceWhich should be handled by service request management ?A request to implement a security patchA request to provide a laptopA request to resolve an error in a serviceA request to change a target in a service level agreement
- 221. Multiple ChoiceWhat can help to reduce resistance to a planned improvement when applying the guiding principle collaborate and promote visibility ?Restricting information about the improvement to essential stakeholders only.Increasing collaboration and visibility for the improvement.Involving customers after all planning has been completeEngaging every stakeholder group in the same way, with the same communication.
- 222. Multiple ChoiceWhat can be described as an operating model for the creating and management of products and services?GovernanceService value chainGuiding principlesPractices
- 223. Multiple ChoiceWhat is a definition of a problem?An unplanned interruption to a service, or reduction in the quality of a serviceA cause, or potential cause, of one or more incidentsAn incident for which a full resolution is not yet availableAny change of state that has significance for the management of a configuration item (CI)
- 224. Multiple ChoiceWhich action is performed by a service provider?Requesting required service actionsAuthorizing budget for service consumptionEnsuring access to agreed resourcesReceiving of the agreed goods
- 225. Multiple ChoiceWhich statement about continual improvement is CORRECT?All improvement ideas should be logged in a single continual improvement registerA single team should carry out continual improvement across the organizationContinual improvement should have minimal interaction with other practicesEveryone in the organization is responsible for some aspects of continual improvement
- 226. Multiple ChoiceWhich step of the continual improvement model includes baseline assessments?Did we get there?Where are we now?What is the vision?Where do we want to be?
- 227. Multiple ChoiceWhich describes a change authority ?A model used to determine who will assess a changeA person who approves a changeA tool used to help changesA way to manage the people aspects of change
- 228. Multiple ChoiceWhich is NOT a component of the service value system?The service value chainOpportunity and demandContinual improvementGovernance
- 229. Multiple ChoiceWhich practice has a strong influence on the user experience and perception of the service provider?Service deskChange enablementService level managementSupplier management
- 230. Multiple ChoiceWhich statement about service relationship management is CORRECT?It focuses on the service actions performed by usersIt requires the service consumer to create resources for the service providerIt requires co-operation of both the service provider and service consumerIt focuses on the fulfilment of the agreed service actions
- 231. Multiple ChoiceWhat is the MOST important reason for prioritizing incidents?To ensure that user expectations are realisticTo ensure that incidents with highest impact are resolved firstTo help information-sharing are learningTo provide links to related changes and known errors
- 232. Multiple ChoiceWhich service level management activity helps staff to deliver a more business-focused service?Creating targets based on the percentage of uptime of a serviceUnderstanding the ongoing requirements of customersUsing complex technical terminology in service level agreements (SLAs)Measuring low-level operational activities
- 233. Multiple ChoiceWhich practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?Service request managementService configuration managementDeployment managementChange enablement
- 234. Multiple ChoiceWhich guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?Progress iteratively with feedbackCollaborate and promote visibilityThink and work holisticallyKeep it simple and practical
- 235. Multiple ChoiceWhat is the purpose of the monitoring and event management practice?To restore normal service operation as quickly as possibleTo manage workarounds and known errorsTo capture demand for incident resolution and service requestsTo systematically observe services and service components
- 236. Multiple ChoiceWhich statement about outcome is CORRECT?Outcomes rely on outputs to deliver results for a stakeholderOutcomes use activities to produce tangible or intangible deliverablesOutcomes give service consumers assurance of products or servicesOutcomes help a service consumer to assess the cost of a specific activity
- 237. Multiple ChoiceWhich skill is required by the service level management practice?Supplier managementTechnical expertiseEvent monitoringProblem management
- 238. Multiple ChoiceWhich statement about the continual improvement model is CORRECT?Organizations should work through the steps of the model in the sequence in which they are presentedThe flow of the model helps organizations to link improvements to its goalsThe model is applicable to only certain parts of the service value systemOrganizations should use an additional model or method to link improvements to customer value
- 239. Multiple ChoiceWhat is the definition of warranty?A means of identifying events that could cause harm or lossA means of determining whether a service is fit for purposeA means of identifying a result for a stakeholderA means of determining whether a service is fit for use
- 240. Multiple ChoiceWhich practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?Information security managementChange enablementProblem managementService configuration management
- 241. Multiple ChoiceWhich statement about value creating activities is CORRECT?Each value stream should be designed with a specific combination of service value chain activitiesService value chain activities have pre-determined dependencies on ITIL practicesA value stream is an operating model for creating value through products and servicesOrganizations should ensure that each value stream is applicable to many scenarios
- 242. Multiple ChoiceWhich is provided by the engage value chain activity?Ensuring that stakeholder expectations for quality are metEnsuring that stakeholder needs are understood by the organizationEnsuring that service components are available when neededEnsuring that services are operated to meet agreed specifications
- 243. Multiple ChoiceWhich is part of the focus on value guiding principle?Understanding what services help the service consumerReducing the number of steps in the customer experienceAssessing services to identify parts that can be reusedIdentifying activities that can be achieved in smaller iterations
- 244. Multiple ChoiceWhich is part of the definition of a customer?The role that defines the requirements for a serviceA means of enabling value co-creationThe role that authorizes budget for service consumptionA set of specialized organizational capabilities for enabling value
- 245. Multiple ChoiceWhich guiding principle helps an organization to understand the impact of an altered element on other elements in a system?Focus on valueStart where you areThink and work holisticallyKeep it simple and practical
- 246. Multiple ChoiceIdentify the missing words in the following sentence.The incident management practice should maintain [?] for logging and managing incidents.a dedicated teama formal processdetailed procedures
- 247. Multiple Choicea value chain activityAn organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?Collaborate and promote visibilityStart where you areFocus on value
- 248. Multiple ChoiceKeep it simple and practicalWhat is the purpose of the deployment management practice?To protect the information needed by the organization to conduct its businessTo make new and changed services and features available for useTo move new or changed components to live environments
- 249. Multiple ChoiceWhich two statements about the guiding principles are CORRECT? 1. The guiding principles support continual improvement 2. Each guiding principle applies to a selection of the available 3. Organizations should decide which one of the guiding principles is relevant to them stakeholder groups 4. Organizations should consider how the guiding principles interact with each other.1 and 22 and 33 and 41 and 4
- 250. Multiple ChoiceWhich statement about change authorities is CORRECT?Change authorities are only required for authorizing emergency changesChange authorities are assigned when each change is deployedChange authorities are only required for authorizing normal changesChange authorities are assigned for each type of change and change model
- 251. Multiple ChoiceWhen is the earliest that a workaround can be documented in problem management ?After the problem has been loggedAfter the problem has been prioritizedAfter the problem has been analyzedAfter the problem has been resolved
- 252. Multiple ChoiceWhich is an activity of problem identification ?Analyzing information from software developersEstablishing problem workaroundsAnalyzing the cause of problemsEstablishing potential permanent solutions
- 253. Multiple ChoiceWhich practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?Service configuration managementService deskProblem managementDeployment management
- 254. Multiple ChoiceWhich statement about standard changes is CORRECT?A full assessment should be completed each time the change is implementedThe change can be implemented with less testing if necessaryThe appropriate change authority should be assigned to each type of changeThe change does not require additional authorization
- 255. Multiple ChoiceWhich 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.1 and 22 and 33 and 41 and 4
- 256. Multiple ChoiceWhich statement about the service request management practice is CORRECT?Service requests are fulfilled using simple workflowsA new workflow is created for each type of requestAdditional approval is sometimes needed for restoration of serviceFinancial authorization is sometimes required for service requests
- 257. Multiple ChoiceWhat is a cause, or potential cause, of one or more incidents?A configuration itemA workaroundAn incidentA problem
- 258. Multiple ChoiceWhich guiding principle says that it is not usually necessary to build something new?Focus on valueStart where you areProgress iteratively with feedbackThink and work holistically
- 259. Multiple ChoiceWhich practice includes management of workarounds and known errors?Monitoring and event managementService configuration managementProblem managementIncident management
- 260. Multiple ChoiceWhich activity is part of the 'continual improvement' practice?Handling compliments and complaints from users to identify improvementsImproving relationships with and between stakeholdersPrioritizing and creating business cases for improvement initiativesIdentifying the cause of unplanned interruptions to service
- 261. Multiple ChoiceA service offering may include goods, access to resources, and service actions. Which is an example of a service action?A mobile phone enables a user to work remotelyA password allows a user connect to a WiFi network.A license allows a user to install a software productA service desk agent provides support to a user
- 262. Multiple ChoiceIdentify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.utilitywarrantyoutcomesoutputs
- 263. Multiple ChoiceWhich statement about a service value stream is CORRECT?It uses inputs and outputs prescribed by ITILIt is a service value chain activityIt integrates practices for a specific scenarioIt provides an operating model for service providers
- 264. Multiple ChoiceWhat term is used to describe whether a service will meet availability, capacity and security requirements?OutcomesValueUtilityWarranty
- 265. Multiple ChoiceWhich is a low risk change that has been pre-approved so that no additional authorization is needed?A standard changeA change modelAn emergency changeA normal change
- 266. Multiple ChoiceWhich describes the plan value chain activity?It ensures a shared understanding of the current status and vision for all products and services across the organizationIt ensures that services are delivered and supported according to agreed specifications and stakeholders’ expectationsIt ensures that service components are available when and where they are needed, and meet agreed specificationsIt ensures continual improvement of products, services, and practices across all value chain activities
- 267. Multiple ChoiceWhich practice has the purpose of ensuring that the organization s suppliers and their performance and managed appropriately to support the provision of seamless, quality products and services?Release managementSupplier managementService managementRelationship management
- 268. Multiple ChoiceWhich includes governance, management practices, and continual improvement?The service value systemThe deliver and support value chain activityThe focus on value guiding principleThe value stream and processes dimension
- 269. Multiple ChoiceWhich phase of problem management includes analysing incidents to look for patterns and trends?Problem identificationProblem controlError controlPost-implementation review
- 270. Multiple ChoiceWhich statement about the optimize and automate guiding principle is CORRECT?Activities should be automated before they are optimizedAutomation is best applied to non-standard tasksTechnology eliminates the need for human interventionAutomation frees human resources for more complex activities
- 271. Multiple ChoiceWhat is defined as any financially valuable component that can contribute to the delivery of a service?Configuration itemProductIT assetEvent
- 272. Multiple ChoiceWhich dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?Organizations and peopleInformation and technologyPartners and suppliersValue streams and processes
- 273. Multiple ChoiceWhich statement about service requests is CORRECT?Complex service requests should be dealt with as normal changesService requests that require simple workflows should be dealt with as incidentsService requests require workflows that should use manual procedures and avoid automationService requests are usually formalized using standard procedures for initiation, approval and fulfilment
- 274. Multiple ChoiceWhich MOST helps an organization adapt ITIL concepts so that they apply to the organization s specific circumstances?Continual improvementService value chainPracticesGuiding principles
- 275. Multiple ChoiceWhat is the MAIN benefit of problem management ?Restoring normal service as quickly as possibleReducing the number and impact of incidentsMaximizing the number of successful changesManaging workarounds and known errors
- 276. Multiple ChoiceWhich guiding principle discourages silo activity ?Focus on valueStart where you areCollaborate and promote visibilityKeep it simple and practical
- 277. Multiple ChoiceWhich will help solve incidents more quickly?Target resolution timesEscalating all incidents to support teamsCollaboration between teamsDetailed procedural steps for incident investigation
- 278. Multiple ChoiceWhat varies in size and complexity, and uses functions to achieve its objectives?A riskAn organizationA practiceAn outcome
- 279. Multiple ChoiceWhich practice facilitates operational communication between the service provider organization and users in the service consumer organization?Service level managementRelationship managementService deskMonitoring and event management
- 280. Multiple ChoiceWhich dimension considers the application of artificial intelligence to service management?Organizations and peopleInformation and technologyPartners and suppliersValue streams and processes
- 281. Multiple ChoiceWhich type of change is MOST LIKELY to be initiated as part of the service request management practice?A normal changeAn emergency changeA standard changeA change model
- Answer choicesTagsAnswer choicesTags