ITIL Practice Exam1 Flashcards
1) Which practice is responsible for moving components to live environments?
D. Deployment management
2) Which practice includes the classification and ownership of queries and requests from users?
A. Service desk
3) Which practice identifies metrics that reflect the customer’s experience of a service?
C. Service level management
4) What is the PRIMARY use of a change schedule?
C. To plan changes and help avoid conflicts
5) Which service management dimension is focused on activities and how these are coordinated?
D. Value streams and processes
6) How does categorization of incidents assist the ‘incident management’ practice?
A. It helps direct the incident to the correct support area
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.
B. outcomes
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
9) Which is a potential benefit of using an IT service management tool to support the ‘incident management’ practice?
B. It may provide automated matching of incidents to problems or known errors
10) Which role submits service requests?
A. The user, or their authorized representative
11) Which practice provides a single point of contact for users?
C. Service desk
12) Which guiding principle recommends that the four dimensions of service management are considered?
A. Think and work holistically
13) Which would be supported by the ‘service request management’ practice?
B. A request from a user for something which is a normal part of service delivery
14) Which practice is the responsibility of everyone in the organization?
D. Continual improvement
15) Identify the missing word in the following sentence.
The purpose of the ‘information security management’ practice is to [?] the organization’s information.
D. protect
16) Which guiding principle recommends collecting data before deciding what can be re-used?
B. Start where you are
17) Which is NOT usually included as part of incident management?
C. Detailed procedures for the diagnosis of incidents
18) Which describes the nature of the guiding principles?
A. Guiding principles can guide an organization in all circumstances
19) Which statement about a change authority is CORRECT?
B. A change authority should be assigned for each type of change and change model
20) Which practice has the purpose of making new and changed services and features available for use?
C. Release management
21) Which value chain activity ensures people understand the organization’s vision?
B. Plan
22) Which statement about the value chain activities is CORRECT?
D. Each value chain activity contributes to the value chain by transforming specific inputs into outputs
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
24) What are the two types of cost that a service consumer should evaluate?
B. The costs removed by the service, and the costs imposed by the service
25) Which is a purpose of the ‘service desk’ practice?
C. To capture demand for incident resolution and service requests
26) How should an organization adopt continual improvement methods?
B. Select a few key methods for the types of improvement that the organization handles
27) Which ITIL concept describes governance?
D. The service value system
28) Which is a recommendation of the ‘service desk’ practice?
C. Service desks should understand the wider organization
29) Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
C. Progress iteratively with feedback
30) What is a standard change?
A. A change that is well understood, fully documented and pre-authorized
31) What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
C. The problem remains in the known error status
32) What is the definition of change?
A. To add, modify or remove anything that could have a direct or indirect effect on services
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
34) Which describes outcomes?
C. Results desired by a stakeholder
35) Which is NOT a key focus of the ‘information and technology’ dimension?
D. Roles and responsibilities
36) Which 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
D. 1 and 4
37) Which is a key consideration for the guiding principle ‘keep it simple and practical’?
B. Understand how each element contributes to value creation
38) What should be done first when applying the ‘focus on value’ guiding principle?
C. Determine who the service consumer is in each situation
39) A service provider describes a package that includes a laptop with software, licences, and support. What is this package an example of?
D. A service offering
40) What is the definition of warranty?
B. The assurance that a product or service will meet agreed requirements
