ITIL Sample1

Question 1

Which practice has a purpose that includes restoring normal service operation as quickly as possible?
    Supplier management
    Problem management
    Incident management
    Deployment management

Answer 1

Incident management

Question 2

Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
    Focus on value
    Optimize and automate
    Progress iteratively with feedback
    Keep it simple and practical

Answer 2

Focus on value

Question 3

Which is the BEST example of an emergency change?
A low-risk computer upgrade implemented as a service request
The implementation of a security patch to a critical software application
The implementation of a planned new release of a software application
A scheduled major hardware and software implementation

Answer 3

The implementation of a security patch to a critical software application

Question 4

dentify the missing words in the following sentence. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives.

'focus on value' guiding principle
'service request management' practice
service value system
four dimensions of service management

Answer 4

service value system

Question 5

How do all value chain activities transform inputs to outputs?

By using a combination of practices
By using a single functional team
By implementing process automation
By determining service demand

Answer 5

By using a combination of practices

Question 6

Which is the purpose of the ‘monitoring and event management’ practice?
o minimize the negative impact of incidents by restoring normal service operation as quickly as possible
To protect the information needed by the organization to conduct its business
To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
To systematically observe services and service components, and record and report selected changes of state

Answer 6

To systematically observe services and service components, and record and report selected changes of state

Question 7

dentify the missing word in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

outputs
costs
risks
outcomes

Answer 7

outcomes

Question 8

How does customer engagement contribute to the ‘service level management’ practice? 1. It captures information that metrics can be based on 2. It ensures the organization meets defined service levels 3. It defines the workflows for service requests 4. It supports progress discussions

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

Answer 8

1 and 4

Question 9

Why should service desk staff detect recurring issues?
o help identify problems
To ensure effective handling of service requests
To escalate incidents to the correct support team
To engage the correct change authority

Answer 9

To help identify problems

Question 10

Which is intended to help an organization adopt and adapt ITIL guidance?

The guiding principles
The service value chain
The four dimensions of service management
Practices

Answer 10

The guiding principles

Question 11

Which term describes the functionality offered by a service?

Risk
Cost
Utility
Warranty

Answer 11

Utility

Question 12

Which statement about known errors and problems is CORRECT?

Known errors are managed by technical staff, problems are managed by service management staff
Known errors cause vulnerabilities, problems cause incidents
Known error is the status assigned to a problem after it has been analysed
A known error is the cause of one or more problems

Answer 12

Known error is the status assigned to a problem after it has been analysed

Question 13

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

analysed
closed
escalated
logged

Answer 13

analysed

Question 14

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

Service offering
Service provision
Service relationship management
Service consumption

Answer 14

Service relationship management

Question 15

Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

Start where you are
Progress iteratively with feedback
Optimize and automate
Focus on value

Answer 15

Progress iteratively with feedback

Question 16

Which value chain activity communicates the current status of all four dimensions of service management?

Engage
Plan
Obtain/build
Improve

Answer 16

Plan

Question 17

What does the ‘service request management’ practice depend on for maximum efficiency?

Processes and procedures
Compliments and complaints
Self-service tools
Incident management

Answer 17

Processes and procedures

Question 18

Which practice provides visibility of the organization’s services by capturing and reporting on service performance?

Service desk
Service request management
Service configuration management
Service level management

Answer 18

Service level management

Question 19

Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

Service desk
Service configuration management
Monitoring and event management
IT asset management

Answer 19

Service configuration management

Question 20

How should an organization include third-party suppliers in the continual improvement of services?

Ensure suppliers include details of their approach to service improvement in contracts
Ensure that all supplier problem management activities result in improvements
Require evidence that the supplier implements all improvements using project management practices
Require evidence that the supplier uses agile development methods

Answer 20

Ensure suppliers include details of their approach to service improvement in contracts

Question 21

Which practice may involve the initiation of disaster recovery?

Service request management
Service level management
Incident management
IT asset management

Answer 21

Incident management

Question 22

What is a problem?

An addition or modification that could have an effect on services
Any change of state that has significance for the management of a configuration item
A cause or potential cause of one or more incidents
An unplanned reduction in the quality of a service

Answer 22

A cause or potential cause of one or more incidents

Question 23

hat type of change is MOST likely to be managed by the ‘service request management’ practice?

An emergency change
A standard change
A normal change
An application change

Answer 23

A standard change

Question 24

Which practice provides support for managing feedback, compliments and complaints from users?

Incident management
Service request management
Change control
Problem management

Answer 24

Service request management

Question 25

What considerations influence the supplier strategy of an organization?

Contracts and agreements
Level of formality
Type of cooperation with suppliers
Corporate culture of the organization

Answer 25

Corporate culture of the organization

Question 26

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?

A practice
An output
Continual improvement
A service

Answer 26

A service

Question 27

What should be done for every problem?

It should be diagnosed to identify possible solutions
It should have a workaround to reduce the impact
It should be resolved so that it can be closed
It should be prioritized based on its potential impact and probability

Answer 27

It should be prioritized based on its potential impact and probability

Question 28

What should all ‘continual improvement’ decisions be based on?

An up-to-date balanced scorecard
Details of how services are measured
A recent maturity assessment
Accurate and carefully analysed data

Answer 28

Accurate and carefully analysed data