ITIL Sample2

Question 1

Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
    Keep it simple and practical
    Think and work holistically
    Collaborate and promote visibility
    Focus on value

Answer 1

Collaborate and promote visibility

Remove waste must have visibility

Question 2

Which statement about change authorization is CORRECT?

The authorization of normal changes should be expedited to ensure they can be implemented quickly
A change authority should be assigned to each type of change and change model
Centralizing change authorization to a single person is the most effective means of authorization
Standard changes are high risk and should be authorized by the highest level of change authority

Answer 2

A change authority should be assigned to each type of change and change model

Question 3

What is the reason for using a balanced bundle of service metrics?
It facilitates the automatic collection of metrics
It reduces the number of metrics that need to be collected
It provides an outcome-based view of services
It reports each service element separately

Answer 3

It facilitates the automatic collection of metrics
It reduces the number of metrics that need to be collected
It provides an outcome-based view of services
It reports each service element separately

Question 4

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

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
To align the organization's practices and services with changing business needs
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

Answer 4

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

Question 5

Which dimension of service management considers governance, management, and communication?
    Information and technology
    Value streams and processes
    Organizations and people
    Partners and suppliers

Answer 5

Organizations and people

Question 6

Which statement about the ‘service desk’ practice is CORRECT?

It investigates the cause of incidents
It carries out change assessment and authorization
It needs a practical understanding of the business processes
It provides a link with stakeholders at strategic and tactical levels

Answer 6

It needs a practical understanding of the business processes

Question 7

What is the starting point for optimization?

Determining where the most positive impact would be
Standardizing practices and services
Securing stakeholder engagement
Understanding the vision and objectives of the organization

Answer 7

Understanding the vision and objectives of the organization

Question 8

What is the effect of increased automation on the ‘service desk’ practice?

Decrease in self-service incident logging and resolution
Increased ability to focus on fixing technology instead of supporting people
Greater ability to focus on customer experience when personal contact is needed
Elimination of the need to escalate incidents to support teams

Answer 8

Understanding the vision and objectives of the organization

Question 9

What is the effect of increased automation on the ‘service desk’ practice?

Decrease in self-service incident logging and resolution
Increased ability to focus on fixing technology instead of supporting people
Greater ability to focus on customer experience when personal contact is needed
Elimination of the need to escalate incidents to support teams

Answer 9

Greater ability to focus on customer experience when personal contact is needed

Question 10

What is an output?

Something created by carrying out an activity
A possible event that could cause harm or loss
A change of state that has significance for the management of a configuration item
A result for a stakeholder

Answer 10

Something created by carrying out an activity

Question 11

Why should incidents be prioritized?

To identify which support team the incident should be escalated to
To help automated matching of incidents to problems or known errors
To ensure that incidents with the highest business impact are resolved first
To encourage a high level of collaboration within and between teams

Answer 11

To ensure that incidents with the highest business impact are resolved first

Question 12

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

The cost of software, and the cost of hardware
The price of the service, and the cost of creating the service
The cost of provisioning the service, and the cost of improving the service
The costs removed by the service, and the costs imposed by the service

Answer 12

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

Question 13

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

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

Answer 13

Understand how each element contributes to value creation

Question 14

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.

the utility
outcomes
outputs
the warranty

Answer 14

outcomes

Question 15

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

Warranty
Value
A service offering
An outcome

Answer 15

A service offering

Question 16

Which describes outcomes?

Configuration of an organization's resources
Functionality offered by a product or service
Tangible or intangible deliverables
Results desired by a stakeholder

Answer 16

Results desired by a stakeholder

Question 17

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

Collaborate and promote visibility
Focus on value
Progress iteratively with feedback
Start where you are

Answer 17

Progress iteratively with feedback

Question 18

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

Organizations and people
Information and technology
Partners and suppliers
Value streams and processes

Answer 18

Value streams and processes

Question 19

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

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

Answer 19

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

Question 20

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

Progress iteratively with feedback
Keep it simple and practical
Think and work holistically
Focus on value

Answer 20

Think and work holistically

Question 21

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

Roles and responsibilities
Security and compliance
Workflow management and inventory systems
Communication systems and knowledge bases

Answer 21

Roles and responsibilities

Question 22

Which role submits service requests?

The supplier, or their authorized representative
The customer, or their authorized representative
The sponsor, or their authorized representative
The user, or their authorized representative

Answer 22

The user, or their authorized representative

Question 23

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

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

Answer 23

The problem remains in the known error status

Question 24

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

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
To ensure that accurate and reliable information about the configuration of suppliers' services is available when and where it is needed
To ensure that the organization's suppliers and their performance are managed appropriately to support the seamless provision of quality products and services
To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services

Answer 24

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

Question 25

What is the PRIMARY use of a change schedule?

To support 'incident management' and improvement planning
To manage emergency changes
To plan changes and help avoid conflicts
To manage standard changes

Answer 25

To plan changes and help avoid conflicts

Question 26

Which practice is the responsibility of everyone in the organization?

Problem management
Continual improvement
Service level management
Change control

Answer 26

Continual improvement

Question 27

Which statement about a change authority is CORRECT?

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

Answer 27

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

Question 28

What is a standard change?

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

Answer 28

change that is well understood, fully documented and pre-authorized
Which is a purpose of th

Question 29

Which is a purpose of the ‘service desk’ practice?
o maximize the number of successful IT changes by ensuring risks are properly assessed
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
To set clear business-based targets for service performance
To capture demand for incident resolution and service requests

Answer 29

To capture demand for incident resolution and service requests

Question 30

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

Focus on value
Keep it simple and practical
Start where you are
Progress iteratively with feedback

Answer 30

Start where you are