Exam Sample 1

Question 1

Which practice is responsible for moving components to live environments?

A. Change control
B. Release management
C. IT asset management
D. Deployment management

Answer 1

D. Deployment management

Question 2

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

A. Service desk
B. Incident management
C. Change control
D. Service level management

Answer 2

A. Service desk

Question 3

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

A. Continual improvement
B. Service desk
C. Service level management
D. Problem management

Answer 3

C. Service level management

Question 4

What is the PRIMARY use of a change schedule?

A. To support ‘incident management’ and improvement planning
B. To manage emergency changes
C. To plan changes and help avoid conflicts
D. To manage standard changes

Answer 4

C. To plan changes and help avoid conflicts

Question 5

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

A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes

Answer 5

D. Value streams and processes

Question 6

How does categorization of incidents assist the ‘incident management’ practice?

A. It helps direct the incident to the correct support area
B. It determines the priority assigned to the incident
C. It ensures that incidents are resolved in timescales agreed with the customer
D. It determines how the service provider is perceived

Answer 6

A. It helps direct the incident to the correct support area

Question 7

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

A. the warranty
B. outcomes
C. the utility
D. outputs

Answer 7

B. outcomes

Question 8

Which is a recommendation of the ‘continual improvement’ practice?

A. There should at least be a small team dedicated to leading ‘continual improvement’ efforts
B. All improvements should be managed as multi-phase projects
C. ‘Continual improvement’ should be isolated from other practices
D. External suppliers should be excluded from improvement initiatives

Answer 8

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

Question 9

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

A. It may ensure that the cause of incidents is identified within agreed times
B. It may provide automated matching of incidents to problems or known errors
C. It may ensure that supplier contracts are aligned with the needs of the service provider
D. It may provide automated resolution and closure of complex incidents

Answer 9

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

Question 10

Which role submits service requests?

A. The user, or their authorized representative
B. The customer, or their authorized representative
C. The sponsor, or their authorized representative
D. The supplier, or their authorized representative

Answer 10

A. The user, or their authorized representative

Question 11

Which practice provides a single point of contact for users?

A. Incident management
B. Change control
C. Service desk
D. Service request management

Answer 11

C. Service desk

Question 12

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

A. Think and work holistically
B. Progress iteratively with feedback
C. Focusonvalue
D. Keep it simple and practical

Answer 12

A. Think and work holistically

Question 13

Which would be supported by the ‘service request management’ practice?

A. A request to authorize a change that could have an effect on a service
B. A request from a user for something which is a normal part of service delivery
C. A request to restore service after a service interruption
D. A request to investigate the cause of multiple related incidents

Answer 13

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

Question 14

Which practice is the responsibility of everyone in the organization?

A. Service level management
B. Change control
C. Problem management
D. Continual improvement

Answer 14

D. Continual improvement

Question 15

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

A. store
B. provide
C. audit
D. protect

Answer 15

D. protect

Question 16

Which guiding principle recommends collecting data before deciding what can be re-used?

A. Focus on value
B. Start where you are
C. Keep it simple and practical
D. Progress iteratively with feedback

Answer 16

B. Start where you are

Question 17

Which is NOT usually included as part of incident management?

A. Scripts for collecting initial information about incidents
B. Formalized procedures for logging incidents
C. Detailed procedures for the diagnosis of incidents
D. The use of specialized knowledge for complicated incidents

Answer 17

C. Detailed procedures for the diagnosis of incidents

This process does NOT usually include detailed procedures for how to diagnose, investigate, and resolve incidents.

Question 18

Which describes the nature of the guiding principles?

A. Guiding principles can guide an organization in all circumstances
B. Each guiding principle mandates specific actions and decisions
C. An organization will select and adopt only one of the seven guiding principles
D. Guiding principles describe the processes that all organizations must adopt

Answer 18

A. Guiding principles can guide an organization in all circumstances

Question 19

19) Which statement about a change authority is CORRECT?

A. A single change authority should be assigned to authorize all types of change and change models
B. A change authority should be assigned for each type of change and change model
C. Normal changes are pre-authorized and do not need a change authority
D. Emergency changes can be implemented without authorization from a change authority

Answer 19

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

Question 20

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

A. Change control
B. Service request management
C. Release management
D. Deployment management

Answer 20

C. Release management

Question 21

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

A. Improve
B. Plan
C. Deliver and support
D. Obtain/build

Answer 21

B. Plan

Question 22

Which statement about the value chain activities is CORRECT?

A. Every practice belongs to a specific value chain activity
B. A specific combination of value chain activities and practices forms a service relationship
C. Service value chain activities form a single workflow that enables value creation
D. Each value chain activity contributes to the value chain by transforming specific inputs into
outputs

Answer 22

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

Question 23

What is the purpose of the ‘supplier management’ practice?

A. To ensure that the organization‘s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services
B. To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
C. To ensure that the organization’s suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, and delivery activities
D. To ensure that accurate and reliable information about the configuration of suppliers’ services is available when and where it is needed

Answer 23

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

Question 24

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

A. The price of the service, and the cost of creating the service
B. The costs removed by the service, and the costs imposed by the service
C. The cost of provisioning the service, and the cost of improving the service
D. The cost of software, and the cost of hardware

Answer 24

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

Question 25

Which is a purpose of the ‘service desk’ practice?

A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
B. To maximize the number of successful IT changes by ensuring risks are properly assessed
C. To capture demand for incident resolution and service requests
D. To set clear business-based targets for service performance

Answer 25

C. To capture demand for incident resolution and service requests

Question 26

How should an organization adopt continual improvement methods?

A. Use a new method for each improvement the organization handles
B. Select a few key methods for the types of improvement that the organization handles
C. Build the capability to use as many improvement methods as possible
D. Select a single method for all improvements that the organization handles

Answer 26

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

Question 27

Which ITIL concept describes governance?

A. The seven guiding principles
B. The four dimensions of service management
C. The service value chain
D. The service value system

Answer 27

D. The service value system

Question 28

Which is a recommendation of the ‘service desk’ practice?

A. Service desks should avoid the use of automation
B. Service desks should be highly technical
C. Service desks should understand the wider organization
D. Service desks should be a physical team in a single fixed location

Answer 28

C. Service desks should understand the wider organization

Question 29

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

A. Focus on value
B. Start where you are
C. Progress iteratively with feedback
D. Collaborate and promote visibility

Answer 29

C. Progress iteratively with feedback

Question 30

What is a standard change?

A. A change that is well understood, fully documented and pre-authorized
B. A change that needs to be assessed, authorized, and scheduled by a change authority
C. A change that doesn’t need a risk assessment because it is required to resolve an incident
D. A change that is assessed, authorized, and scheduled as part of ‘continual improvement’

Answer 30

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

Question 31

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

A. A change request is submitted to change control
B. Problem management restores the service as soon as possible
C. The problem remains in the known error status
D. The problem record is deleted

Answer 31

C. The problem remains in the known error status

Question 32

What is the definition of change?

A. To add, modify or remove anything that could have a direct or indirect effect on services
B. To ensure that accurate and reliable information about the configuration of services is
available
C. To make new and changed services and features available for use
D. To move new or changed hardware, software, or any other component to live environments

Answer 32

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

Question 33

What is the definition of an event?

A. Any change of state that has significance for the management of a service or other configuration item
B. Any component that needs to be managed in order to deliver an IT service
C. An unplanned interruption to a service or reduction in the quality of a service
D. Any financially valuable component that can contribute to the delivery of an IT product or
service

Answer 33

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

Question 34

Which describes outcomes?

A. Tangible or intangible deliverables
B. Functionality offered by a product or service
C. Results desired by a stakeholder
D. Configuration of an organization’s resources

Answer 34

C. Results desired by a stakeholder

Question 35

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

A. Security and compliance
B. Communication systems and knowledge bases
C. Workflow management and inventory systems
D. Roles and responsibilities

Answer 35

D. Roles and responsibilities

Question 36

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

Answer 36

1. Continual improvement
2. Change control

INCORRECT:
(2) The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
(3) The purpose of the service level management practice is to set clear business- based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.

Question 37

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

A. Try to create a solution for every exception
B. Understand how each element contributes to value creation
C. Ignore the conflicting objectives of different stakeholders
D. Start with a complex solution, then simplify

Answer 37

B. Understand how each element contributes to value creation

Question 38

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

A. Identify the outcomes that the service facilitates
B. Identify all suppliers and partners involved in the service
C. Determine who the service consumer is in each situation
D. Determine the cost of providing the service

Answer 38

C. Determine WHO the service consumer is in each situation

Question 39

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

A. Value
B. An outcome
C. Warranty
D. A service offering

Answer 39

D. A service offering

Question 40

What is the definition of warranty?

A. A tangible or intangible deliverable that is produced by carrying out an activity
B. The assurance that a product or service will meet agreed requirements
C. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
D. The functionality offered by a product or service to meet a particular need

Answer 40

B. The assurance that a product or service will meet agreed requirements