ITIL V4 Flashcards
What is warranty?
A . Assurance that a product or service will meet agreed requirements
B . The amount of money spent on a specific activity or resource
C . The functionality offered by a product or service to meet a particular need
D . The perceived benefits, usefulness and importance of something
A . Assurance that a product or service will meet agreed requirements
Which practice has a purpose that includes ensuring that risks have been properly assessed? A . Service configuration management B . Problem management C . Service level management D . Change control
D. Change control
When should a full risk assessment and authorization be carried out for a standard change?
A . Each time the standard change is implemented
B . When the procedure for the standard change is created
C . At least once a year
D . When an emergency change is requested
B. When the procedure for the standard change is created
Which statement about emergency changes is CORRECT?
A . The testing of emergency can be eliminated in order to implement the change quickly
B . The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
C . Emergency changes should be authorized and implemented as service requests
D . Emergency changes must be fully documented before authorization and implementation
B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
Which practice coordinates the classification, ownership and communication of service requests and incidents? A . Supplier management B . Service desk C . Problem management D . Relationship management
B. Service Desk
Which is part of service provision?
A . The management of resources configured to deliver the service
B . The management of resources needed to consume the service
C . The grouping of one or more services based on one or more products
D . The joint activities performed to ensure continual value co-creation
A . The management of resources configured to deliver the service
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
A. Progress iteratively with feedback
B. Keep is simple and practical
C. Start where you are
D. Focus on value
C. Start where you are
Which statement about a ‘continual improvement register’ is CORRECT?
A . It should be managed at the senior level of the organization
B . It should be used to capture user demand
C . There should only be one for the whole organization
D . It should be re-prioritized as ideas are documented
D . It should be re-prioritized as ideas are documented
What are ’engage’, ‘plan’ and ‘improve’ examples of? A . Service value chain activities B . Service level management C . Service value chain inputs D . Change control
A . Service value chain activities
Which statement about outcomes is CORRECT?
A . An outcome can be enabled by more than one output
B . Outcomes are how the service performs
C . An output can be enabled by one or more outcomes
D . An outcome is a tangible or intangible activity
A . An outcome can be enabled by more than one output
Which statement about service desks is CORRECT?
A . The service desk should work in close collaboration with support and development teams
B . The service desk should rely on self-service portals instead of escalation to support teams
C . The service desk should remain isolated from technical support teams
D . The service desk should escalate all technical issues to support and development teams
A . The service desk should work in close collaboration with support and development teams
Which practice updates information relating to symptoms and business impact? A . Service level management B . Change control C . Service request management D . Incident management
D . Incident management
Which is included in the purpose of the ‘design and transition’ value chain activity?
A . Ensuring that service components are available when needed
B . Providing transparency and good stakeholder relationships
C . Supporting services according to specifications
D . Continually meeting stakeholder expectations for costs
D . Continually meeting stakeholder expectations for costs
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests? A . Change control B . IT asset management C . Service desk D . Service request management
D . Service request management
Which is NOT a component of the service value system?
A . The guiding principles
B . Governance
C . Practices
D . The four dimensions of service management
D . The four dimensions of service management
Which statement about the steps to fulfill a service request is CORRECT?
A . They should be complex and detailed
B . They should be well-known and proven
C . They should include incident handling
D . They should be brief and simple
B . They should be well-known and proven
What is defined as a cause, or potential cause, of one or more incidents? A . Change B . Event C . Known error D . Problem
D. Problem
Which guiding principle recommends eliminating activities that do not contribute to the creation of value? A . Start where you are B . Collaborate and promote visibility C . Keep it simple and practical D . Optimize and automate
C . Keep it simple and practical
When should the effectiveness of a problem workaround be assessed?
A . Whenever the workaround is used
B . Whenever the problem is resolved
C . Whenever the workaround becomes a known error
D . Whenever the problem is prioritized
A . Whenever the workaround is used
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?]. A . assets B . values C . elements D . services
D . services
Which dimension considers how knowledge assets should be protected? A. Organizations and people B. Partners and suppliers C. Information and technology D. Value Streams and processes
C. Information and Technology
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer have to manage specific costs and risks? A. Service management B. Continual improvement C. A service D. An IT asset
C. A service
The management of information security incidents usually requires [?]. A . Immediate escalation B . Specialist teams C . A separate process D . Third party support
C . A separate process
What are the ITIL guiding principles used for?
A. To help an organization make good decisions
B. To direct and control an organization
C. To identify activities that an org must perform in order to deliver a valuable service
D. To ensure that an org performance continually meets stakeholders’ expectation
A. To help an organization make good decisions
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
A . Each iteration should be designed before starting the initiative and implemented without feedback
B . Feedback should only be taken into account when one iteration fails to meet its objective
C . Feedback should be reduced for large improvements as it is unlikely that circumstances will change
D . Each iteration should be continually re-evaluated based on feedback
D . Each iteration should be continually re-evaluated based on feedback
Which is a service request?
A. Requesting a workaround for an issue
B. Requesting information about how to create a document
C. Requesting an enhancement to an application
D. Requesting investigation of a degraded service
B. Requesting information about how to create a document
Identify 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. A . costs B . users C . value D . performances
D . performances
What is a recommendation of the ‘focus on value’ guiding principle?
A. Make focus on value a responsibility of the management
B. Focus on the value of new and significant projects first
C. Focus on value for the service provider first
D. Focus on value at every step of the improvement
D. Focus on value at every step of the improvement
Which describes a set of defined steps for implementing improvements? A . The ‘improve’ value chain activity B . The ‘continual improvement register’ C . The ‘continual improvement model’ D . The ‘engage’ value chain activity
C . The ‘continual improvement model’
Which is a key requirement for a successful service level agreement?
A . It should be written in legal language
B . It should be simply written and easy to understand
C . It should be based on the service provider’s view of the service
D . It should relate to simple operational metrics
B . It should be simply written and easy to understand
When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT?
A . An organization should always use a single technique to ensure metrics are consistent
B . An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
C . An organization should always develop competencies in methodologies and techniques that will meet their needs
D . An organization should always use an approach that combines Lean, Agile and DevOps methodologies
C . An organization should always develop competencies in methodologies and techniques that will meet their needs
How does a service consumer contribute to the reduction of risk? A. By paying for the service B. By managing server hardware C. By communicating constraints D. By managing staff availability
C. By communicating constraints
What helps diagnose and resolve a simple incident? A. Rapid escalation B. Formation of a temp team C. The use of scripts D. Problem prioritization
C. The use of scripts
Which service level metrics are BEST for measuring user experience?
A. Single system-based metrics
B. Metrics for the percentage of uptime of a service
C. Operational metrics
D. Metrics linked to defined outcomes
D. Metrics linked to defined outcomes
What are the MOST important skills required by service desk staff? A . Incident analysis skills B . Technical skills C . Problem resolution skills D . Supplier management skills
A . Incident analysis skills
Which TWO statements about an organization’s culture are CORRECT? (Choose two.)
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 organization
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
D. 1 and 4
When should a change request be submitted to resolve a problem?
A. As soon as a solution for the problem has been identified
B. As soon as a workaround for the problem has been identified
C. As soon as the analysis of the frequency and impact of incidents justifies the change
D. As soon as the analysis of cost, risks and benefits justifies the change
D. As soon as the analysis of cost, risks and benefits justifies the change
Which ITIL practice has a purpose that includes reducing the likelihood of incidents? A. Change control B. Continual improvement C. Problem management D. Service desk
C. Problem management
Which guiding principle helps to ensure that better information is available for decision making? A. Keep it simple and practical B. Collaborate and promote visibility C. Optimize and automate D. Think and work holistically
B. Collaborate and promote visibility
Which practice has a purpose that includes observing a service to report selected changes of state identified as events? A. Incident management B. Monitoring and event management C. Change control D. Information security management
D. Information security management
Which describes a standard change?
A. A high-risk change that needs very thorough assessment
B. A change that is typically implemented as a service request
C. A change that must be implemented as soon as possible
D. A change that needs to be scheduled, assessed and authorized following a defined process
B. A change that is typically implemented as a service request
How does information about problems and known errors contribute to ‘incident management’?
A. It enables the reassessment of known errors
B. It enables quick and efficient diagnosis of incidents
C. It removes the need for collaboration during incident resolution
D. It removes the need for regular customer updates
B. It enables quick and efficient diagnosis of incidents
Which practice owns and manages issues, queries and requests from users? A. Service desk B. Problem management C. Incident management D. Change control
A. Service desk
What defines the requirements for a service and takes responsibility for the outcomes of service consumption? A. A customer B. A user C. A configuration item (CI) D. An IT asse
A. A customer
Which stakeholders co-create value in a service relationship? A. Investor and consumer B. Investor and supplier C. Consumer and provider D. Provider and supplier
C. Consumer and provider
Which describes normal changes?
A. Changes that need to be scheduled and assessed following a process
B. Changes that are low-risk and pre-authorized
C. Changes that are typically initiated as service requests
D. Changes that must be implemented as soon as possible
A. Changes that need to be scheduled and assessed following a process
What is the expected outcome from using a service value chain? A. Service value streams B. Value realization C. Customer engagement D. The application of practices
B. Value realization
Which statement about outcomes is CORRECT?
A. Outcomes help service consumers achieve outputs
B. Outcomes are one or more services that fulfill the needs of a service consumer
C. Service providers help service consumers achieve outcomes
D. Helping service consumers achieve outcomes reduces service provider costs
C. Service providers help service consumers achieve outcomes
Which skill is an essential part of the 'service level management' practice? A. Problem analysis B. Technical knowledge C. Listening D. Diagnosis
C. Listening
What are the three phases of ‘problem management’?
A. Problem identification, problem control, error control
B. Problem analysis, error identification, incident resolution
C. Problem logging, problem classification, problem resolution
D. Incident management, problem management, change contro
A. Problem identification, problem control, error control
Which is a purpose of the ‘engage’ value chain activity?
A. Meeting expectations for quality, costs and time-to-market
B. Ensuring the continual improvement of services
C. Ensuring that the organization’s vision is understood
D. Providing transparency and good relationships
D. Providing transparency and good relationships
Identify 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.
A. suppliers
B. assets
C. customers
D. CIs
D. CIs
What is described by the service value system?
A. How to apply the systems approach of the guiding principle think and work holistically
B. Services based on one or more products, designed to address needs of a target consumer group
C. How all the components and activities of the organization work together as a system to enable value creation
D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
C. How all the components and activities of the organization work together as a system to enable value creation
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence? A. Release management B. Service desk C. Problem management D. Supplier management
B. Service desk
What is defined as any component that needs to be managed in order to deliver an IT service? A. A service request B. An IT asset C. A configuration item (CI) D. An incident
C. A configuration item (CI)
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective? A. Progress iteratively with feedback B. Think and work holistically C. Keep it simple and practical D. Focus on value
C. Keep it simple and practical
Which 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 requests
A. 3 and 4
B. 2 and 3
C. 1 and 4
D. 1 and 2
D. 1 and 2
What is an IT asset?
A. The removal of anything that could have a direct or indirect effect on services
B. Any component that needs to be managed in order to deliver a service
C. A request from a user that initiates a service action
D. Any financially valuable component that can contribute to delivery of an IT product or service
D. Any financially valuable component that can contribute to delivery of an IT product or service
Which dimension includes a workflow management system? A. Value streams and processes B. Partners and suppliers C. Information and technology D. Organizations and people
A. Value streams and processes
Identify 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.
A. information
B. utility
C. warranty
D. costs
D. costs
Which of these should be logged and managed as a problem?
A. Trend analysis shows a large number of similar incidents
B. A user requests delivery of a laptop
C. A monitoring tool detects a change of state for a service
D. ‘Continual improvement’ needs to prioritize an improvement opportunity
A. Trend analysis shows a large number of similar incidents
In 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 relevant
A. 1 and 2
B. 1 and 4
C. 2 and 3
D. 3 and 4
A. 1 and 2
Which guiding principle recommends coordinating all dimensions of service management? A. Start where you are B. Think and work holistically C. Keep it simple and practical D. Progress iteratively with feedback
B. Think and work holistically
What is the purpose of the ‘relationship management’ practice?
A. To support the agreed quality of a service handling all agreed, userinitiated service requests
B. To set clear business-based targets for service performance
C. To establish and nurture the links between the organization and its stakeholders
D. To align the organization’s practices and services with changing business needs
C. To establish and nurture the links between the organization and its stakeholders
How should the workflow for a new service request be designed?
A. Use a single workflow for all types of service request
B. Leverage existing workflows whenever possible
C. Use different workflows for each type of service request
D. Avoid workflows for simple service requests
B. Leverage existing workflows whenever possible
What is the purpose of the ‘information security management’ practice?
A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
B. To observe services and service components
C. To protect the information needed by the organization to conduct its business
D. To plan and manage the full lifecycle of all IT assets
C. To protect the information needed by the organization to conduct its business
Identify 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.
A. plans
B. measurement
C. process
D. tools
B. measurement
How should automation be implemented?
A. By initially concentrating on the most complex tasks
B. By optimizing as much as possible first
C. By replacing human intervention wherever possible
D. By replacing the existing tools first
C. By replacing human intervention wherever possible
Which activity is part of the ‘continual improvement’ practice?
A. Populating and maintaining the asset register
B. Providing a clear path for users to report issues, queries, and requests
C. Delivering tactical and operational engagement with customers
D. Identifying and logging opportunities
D. Identifying and logging opportunities
Which competencies are required by the ‘service level management’ practice?
A. Problem investigation and resolution
B. Incident analysis and prioritization
C. Business analysis and commercial management
D. Balanced scorecard reviews and maturity assessment
C. Business analysis and commercial management
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments? A. Incident management B. Continual improvement C. Service request management D. Problem management
B. Continual improvement
Which statement about costs is CORRECT?
A. Costs removed from the consumer are part of service consumption
B. Costs imposed on the consumer are costs of service utility
C. Costs removed from the consumer are part of the value proposition
D. Costs imposed on the consumer are costs of service warranty
C. Costs removed from the consumer are part of the value proposition
What is typically needed to assign complex incidents to support groups? A. The incident priority B. The incident category C. A change schedule D. A self-help tool
B. The incident category
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs? A. Relationship management B. Continual improvement C. Service configuration management D. Service level management
B. Continual improvement
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed? A. As an event B. As a problem C. As a service request D. As a change request
B. As a problem
What should be done to determine the appropriate metrics for measuring a new service?
A. Measuring the performance over the first six months, and basing a solution on the results
B. Asking customers to provide numerical targets that meet their needs
C. Using operational data to provide detailed service reports
D. Asking customers open questions to establish their requirements
C. Using operational data to provide detailed service reports
Which dimension includes activities and workflows? A. Value streams and processes B. Partners and suppliers C. Information and technology D. Organizations and people
A. Value streams and processes
What should be used to set user expectations for request fulfillment times?
A. The consumer demand for the service
B. The time that the customer indicates for service delivery
C. The service levels of the supplier
D. The time needed to realistically deliver the service
D. The time needed to realistically deliver the service
Which describes outcomes?
A. Tangible or intangible deliverables
B. Results desired by a stakeholder
C. Configuration of an organization’s resources
D. Functionality offered by a product or service
B. Results desired by a stakeholder
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
B. Select a few key methods for the types of improvement that the organization handles
Which is a key consideration for the guiding principle ‘keep it simple and practical’?
A. Try to create a solution for every exception
B. Start with a complex solution, then simplify
C. Understand how each element contributes to value creation
D. Ignore the conflicting objectives of different stakeholders
C. Understand how each element contributes to value creation
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
A. Ideation, Design, Develop, Deploy, Test, Operate, Retire
B. Retire, Test, Operate, Deploy, Ideation, Develop, Design
C. None of the above
D. Ideation, Test, Develop, Deploy, Design, Operate, Retire
A. Ideation, Design, Develop, Deploy, Test, Operate, Retire
Which practice provides a single point of contact for users? A. Incident management B. Change control C. Service desk D. Service request management
C. Service desk
What should be done for every problem?
A. It should have a workaround to reduce the impact
B. It should be prioritized based on its potential impact and probability
C. It should be resolved so that it can be closed
D. It should be diagnosed to identify possible solutions
B. It should be prioritized based on its potential impact
What type of change is MOST likely to be managed by the 'service request management' practice? A. An emergency change B. A normal change C. An application change D. A standard change
D. A standard change
What are the types of asset management?
A. IT asset management and software asset management
B. Operational and technical management
C. IT asset management and technical management
D. Operational management and IT asset management
A. IT asset management and software asset management
What should all 'continual improvement' decisions be based on? A. Accurate and carefully analysed data B. Details of how services are measured C. A recent maturity assessment D. An up-to-date balanced scorecard
A. Accurate and carefully analysed data
Which practice identifies metrics that reflect a customer experience of a service? A. Continual improvement B. Service level management C. Service desk D. Problem management
B. Service level management
Which of the following can be used to access service desks? A. Phone calls B. All of the above C. Text and social media messaging D. Email
B. All of the above
What is the starting point for optimization?
A. Standardizing practices and services
B. Determining where the most positive impact would be
C. Securing stakeholder engagement
D. Understanding the vision and objectives of the organization
D. Understanding the vision and objectives of the organization
Which is the purpose of the ‘monitoring and event management’ practice?
A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
B. To systematically observe services and service components, and record and report selected changes of state
C. To protect the information needed by the organization to conduct its business
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. To systematically observe services and service components, and record and report selected
changes of state
Which of the following is an example of incident?
A. A backup server is being rebooted while services are running on the primary server
B. An application is not available during the business hours
C. A user has requested access to a shared repository
D. A user wants to reset the password of a server
B. An application is not available during the business hours
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
A. closed
B. logged
C. analysed
D. escalated
C. analysed
Which is NOT a key focus of the ‘information and technology’ dimension?
A. Workflow management and inventory systems
B. Communication systems and knowledge bases
C. Roles and responsibilities
D. Security and compliance
C. Roles and responsibilities
What is an output?
A. A possible event that could cause harm or loss
B. Something created by carrying out an activity
C. A result for a stakeholder
D. A change of state that has significance for the management of a configuration item
B. Something created by carrying out an activity
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 capture demand for incident resolution and service requests
C. To set clear business-based targets for service performance
D. To maximize the number of successful IT changes by ensuring risks are properly assessed
B. To capture demand for incident resolution and service requests
Which activity captures the demand for incident resolution and service requests? A. Change control B. Problem management C. Service desk D. Service catalog management
C. Service desk
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 A. 1 and 2 B. 1 and 4 C. 3 and 4 D. 2 and 3
B. 1 and 4
Which value chain activity ensures the availability of service components? A. Improve B. Deliver and support C. Engage D. Obtain/build
D. Obtain/build
What should be done first when applying the ‘focus on value’ guiding principle?
A. Identify all suppliers and partners involved in the service
B. Determine the cost of providing the service
C. Identify the outcomes that the service facilitates
D. Determine who the service consumer is in each situation
D. Determine who the service consumer is in each situation
Which practice has a purpose that includes restoring normal service operation as quickly as possible? A. Problem management B. Incident management C. Deployment management D. Supplier management
B. Incident management
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
A. The problem record is deleted
B. The problem remains in the known error status
C. A change request is submitted to change control
D. Problem management restores the service as soon as possible
B. The problem remains in the known error status
What is the purpose of service level management?
A. To obtain/build activity that ensures the service components are available when and where they
are needed and meet agreed specifications.
B. To ensure that all current and planned IT services are delivered to agreed achievable targets.
C. To establish and nurture the links between the organization and its stakeholders at strategic and
tactical levels.
D. To track and manage improvement ideas from identification to final action, organizations use a
database or structured document called a continual improvement register (CIR).
B. To ensure that all current and planned IT services are delivered to agreed achievable targets.
Which is intended to help an organization adopt and adapt ITIL guidance? A. The four dimensions of service B. Practices C. The service value chain D. The guiding principles
D. The guiding principles
What is an event?
A. The addition, modification, or removal of anything that could have a direct or indirect effect on services
B. Any change of state that has significance for the management of a service or other configuration item
C. Cause of one or more incidents
D. An unplanned interruption to a service or reduction in the quality of a service
B. Any change of state that has significance for the management of a service or other configuration item
Which practice is the responsibility of everyone in the organization? A. Change control B. Problem management C. Service level management D. Continual improvement
D. Continual improvement
Which of the following is an example of workaround?
A. A defective network switch is replaced with a new one
B. An email server is restored after an incident is reported
C. Server memory is increased when the server is unresponsive
D. A server is restarted to resolve an incident
D. A server is restarted to resolve an incident
How does categorization of incidents assist the ‘incident management’ practice?
A. It determines the priority assigned to the incident
B. It determines how the service provider is perceived
C. It helps direct the incident to the correct support area
D. It ensures that incidents are resolved in timescales agreed with the customer
C. It helps direct the incident to the correct support area
What does the 'service request management' practice depend on for maximum efficiency? A. Self-service tools B. Compliments and complaints C. Processes and procedures D. Incident management
C. Processes and procedures
Identify 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.
A. ‘focus on value’ guiding principle
B. service value system
C. ‘service request management’ practice
D. four dimensions of service management
B. service value system
Which joint activity performed by a service provider and service consumer ensures continual value co-creation? A. Service offering B. Service provision C. Service relationship management D. Service consumption
C. Service relationship management
