Last Mock Test Flashcards
Which guiding principle recommends that the four dimensions of service management are considered?
SELECT THE CORRECT ANSWER
Think and work holistically
Progress iteratively with feedback
Focus on value
Keep it simple and practical
Think and work holistically
Which of the following is a requirement of the service desk?
SELECT THE CORRECT ANSWER
Service desks should avoid the use of automation.
Service desks should be highly technical.
Service desks should understand the wider organization.
Service desks should be a physical team in a single fixed location.
Service desks should understand the wider organization.
Which practice includes the classification and ownership of queries and requests from users?
SELECT THE CORRECT ANSWER
Service desk
Incident management
Change control
Service level management
Service desk
Which statement about the value chain activities is correct?
SELECT THE CORRECT ANSWER
Every practice belongs to a specific value chain activity.
A specific combination of value chain activities and practices forms a service relationship.
Service value chain activities form a single workflow that enables value creation.
Each value chain activity contributes to the value chain by transforming specific inputs into outputs.
Each value chain activity contributes to the value chain by transforming specific inputs into outputs.
Which is NOT usually included as part of incident management?
SELECT THE CORRECT ANSWER
Scripts for collecting initial information about incidents
Formalized procedures for logging incidents
Detailed procedures for the diagnosis of incidents
The use of specialized knowledge for complicated incidents
Detailed procedures for the diagnosis of incidents
What is the primary use of a change schedule?
SELECT THE CORRECT ANSWER
To support incident management and improvement planning
To manage emergency changes
To plan changes and help avoid conflicts
To manage standard changes
To plan changes and help avoid conflicts
A service provider describes a package that includes a laptop with software, licences, and support. This package is an example of ________.
SELECT THE CORRECT ANSWER
Value
An outcome
Warranty
A service offering
A service offering
Which would be supported by the service request management practice?
SELECT THE CORRECT ANSWER
A request to authorize a change that could have an effect on a service
A request from a user for something which is a normal part of service delivery
A request to restore service after a service interruption
A request to investigate the cause of multiple related incidents
A request from a user for something which is a normal part of service delivery
Which guiding principle recommends collecting data before deciding what can be re-used?
SELECT THE CORRECT ANSWER
Focus on value
Start where you are
Keep it simple and practical
Progress iteratively with feedback
Start where you are
Which is a recommendation of the continual improvement practice?
SELECT THE CORRECT ANSWER
There should at least be a small team dedicated to leading continual improvement efforts
All improvements should be managed as multi-phase projects
Continual improvement’ should be isolated from other practices
External suppliers should be excluded from improvement initiatives
There should at least be a small team dedicated to leading continual improvement efforts
How should an organization adopt continual improvement methods?
SELECT THE CORRECT ANSWER
Use a new method for each improvement the organization handles.
Select a few key methods for the types of improvement the organization handles.
Build the capability to use as many improvement methods as possible.
Select a single method for all improvements that the organization handles.
Select a few key methods for the types of improvement the organization handles.
Which of the following 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
SELECT THE CORRECT ANSWER
1 and 2
2 and 3
3 and 4
1 and 4
1 and 4
Which statement about a change authority is correct?
SELECT THE CORRECT ANSWER
A single change authority should be assigned to authorize all types of change and change models.
A change authority should be assigned for each type of change and change model.
Normal changes are preauthorized and do not need a change authority.
Emergency changes can be implemented without authorization from a change authority.
A change authority should be assigned for each type of change and change model.
Which of the following is a key consideration for the guiding principle keep it simple and practical ?
SELECT THE CORRECT ANSWER
Trying to create a solution for every exception
Understanding how each element contributes to value creation
Ignoring the conflicting objectives of different stakeholders
Starting with a complex solution and then simplifying it
Understanding how each element contributes to value creation
Which is NOT a key focus of the information and technology dimension?
SELECT THE CORRECT ANSWER
Security and compliance
Communication systems and knowledge bases
Workflow management and inventory systems
Roles and responsibilities
Roles and responsibilities
How does categorization of incidents assist the incident management practice?
SELECT THE CORRECT ANSWER
It helps direct the incident to the correct support area.
It determines the priority assigned to the incident.
It ensures that incidents are resolved in timescales agreed with the customer.
It determines how the service provider is perceived.
It helps direct the incident to the correct support area.
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
SELECT THE CORRECT ANSWER
A change request is submitted to change control.
Problem management restores the service as soon as possible.
The problem remains in the known error status.
The problem record is deleted.
The problem remains in the known error status.
Dion Training has just hired three new staff members. The IT department at Dion Training has created new accounts for the new staff members on the domain controller and allocated 10 GB of storage on the company’s internal file server per staff member. What term best describes these activities performed by the IT department?
Service consumption
Service Provision
Service Provision
Which guiding principle may best be served by understanding the cost and financial consequences that a service consumer might face when choosing to use a service?
Focus on value
Think and work holistically
Focus on value
You are working as a service desk analyst. You just received a change request to create a new user account. What type of change would this be considered?
Normal
Standard
Standard
What is usually NOT included as part of ‘incident management’?
Use of specialized knowledge
Detailed procedure for the diagnosis of incidents
Detailed procedure for the diagnosis of incidents
How does ‘service level management’ contribute to the ‘design and transition’ value chain activity?
Provide feedback from interaction with customers into new or changed services
Provide information about actual service performance and trend
Provide feedback from interaction with customers into new or changed services
Dion Training has outsourced the development of a mobile application to support their students’ learning while on the go. Instead of paying a fixed-fee for the development though, Dion Training has negotiated with the developers to instead pay them a royalty fee for each student who logs into the service through their smartphone app. To control costs, Dion Training has decided to only allow students on their higher membership levels to be given access to the application. Which of the following terms best describes the activities performed by Dion Training in this example?
Service consumption
Service Provision
Service consumption
What should NOT be included in incident management?
Detailed procedures on how to diagnose, investigate, and resolve incidents.
Scripts for collecting information about incidents
Detailed procedures on how to diagnose, investigate, and resolve incidents.
What does a centralized service desk require?
Local service desk analyst
Remote access to tools
Remote access tools
How does ‘service level management’ contribute to the ‘obtain/build’ value chain activity?
Provides objectives for component and service performance for products and services.
Provide information about the actual service performance or trend
provides objectives for component and service performance for products and services
What is an example of an action a service request management employee would undertake as part of the ‘engage’ activity?
Provides objectives for component and service performance for products and services.
Provide information about the actual service performance or trend
Communicate with customers to understand their requirements
Communicate with customers to understand their requirements
What is the step after ‘how do we keep the momentum going’ in the continual improvement model?
How do we get there
What is the vision
What is the vision
You are working as a part of the problem management team and discovered that multiple incidents are linked together due to a problem with the current version of the web browser installed on the workstations across the network. You have identified that this could be solved by upgrading the web browser to the newest available version. Your team has requested that all of the workstations in the organization receive an updated web browser through the change management activity to solve this problem. Which value chain activity will be responsible for upgrading all the workstations?
Plan
Obtain and build
Obtain and build
What considerations influence the supplier strategy of an organization?
SELECT THE CORRECT ANSWER
Contracts and agreements
Type of cooperation with suppliers
Corporate culture of the organization
Level of formality
Corporate culture of the organization
Which value chain activity communicates the current status of all four dimensions of service management?
Improve
Engage
Obtain or build
Plan
Plan
What should all continual improvement decisions be based on?
SELECT THE CORRECT ANSWER
Details of how services are measured
Accurate and carefully analysed data
An up-to-date balanced scorecard
A recent maturity assessment
Accurate and carefully analysed data
Which is intended to help an organization adopt and adapt ITIL guidance?
SELECT THE CORRECT ANSWER
The four dimensions of service management
The guiding principles
The service value chain
The practices
The guiding principles
What should be done for every problem?
SELECT THE CORRECT ANSWER
It should be diagnosed to identify possible solutions.
It should be prioritized based on its potential impact and probability.
It should be resolved so that it can be closed.
It should have a workaround to reduce the impact.
It should be prioritized based on its potential impact and probability.
Which statement about the service desk practice is correct?
SELECT THE CORRECT ANSWER
It provides a link with stakeholders at strategic and tactical levels.
It carries out change assessment and authorization.
It investigates the cause of incidents.
It needs a practical understanding of the business processes.
It needs a practical understanding of the business processes.
What is the starting point for optimization?
SELECT THE CORRECT ANSWER
Securing stakeholder engagement
Understanding the vision and objectives of the organization
Determining where the most positive impact would be
Standardizing practices and services
Understanding the vision and objectives of the organization
Which guiding principle describes the importance of doing something, instead of spending a long time analyzing different options?
SELECT THE CORRECT ANSWER
Optimize and automate
Start where you are
Focus on value
Progress iteratively with feedback
Progress iteratively with feedback
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
SELECT THE CORRECT ANSWER
Focus on value
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical
Collaborate and promote visibility
What is the reason for using a balanced bundle of service metrics?
It provides an outcome-based view of services.
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.
SELECT THE CORRECT ANSWER
focus on value guiding principle
four dimensions of service management
service value system
service request management practice
service value system
How should an organization include third-party suppliers in the continual improvement of services?
SELECT THE CORRECT ANSWER
Ensure suppliers include details of their approach to service improvement in contracts
Require evidence that the supplier uses agile development methods
Require evidence that the supplier implements all improvements using project management practices
Ensure that all supplier problem management activities result in improvements
Ensure suppliers include details of their approach to service improvement in contracts
What is the effect of increased automation on the service desk practice?
SELECT THE CORRECT ANSWER
Greater ability to focus on customer experience when personal contact is needed
Decrease in self-service incident logging and resolution
Increased ability to focus on fixing technology instead of supporting people
Elimination of the need to escalate incidents to support teams
Greater ability to focus on customer experience when personal contact is needed
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
SELECT THE CORRECT ANSWER
Relationship management
IT asset management
Release management
Service desk
IT asset management
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 workflow for service requests. 4. It supports progress discussions.
SELECT THE CORRECT ANSWER
1 and 2
2 and 3
3 and 4
1 and 4
3 and 4
How do all value chain activities transform inputs to outputs?
SELECT THE CORRECT ANSWER
By determining service demand
By using a combination of practices
By using a single functional team
By implementing process automation
By using a combination of practices
Why should service desk staff detect recurring issues?
SELECT THE CORRECT ANSWER
To help identify problems
To escalate incidents to the correct support team
To ensure effective handling of service requests
To engage the correct change authority
To help identify problems
Which of the following are problem control activities?
- Performing trend analysis of incident records
- Preassessing the status of known errors that have not been resolved
- Prioritizing problems for analysis based on the risk
- Finding and documenting a workaround for future incidents when a problem cannot be resolved quickly
3 and 4
Which two needs should change control balance?
- The need to assess risks and expected benefits
- The need to manage a change schedule
- The need to make beneficial changes
- The need to protect customers and users
3 and 4
How does configuration management support deliver and support of value chain activity?
SELECT THE CORRECT ANSWER
Configuration information is used to support activities of the incident management and problem management practices
Configuration management documents how assets work together to create a service
Configuration records are used to create the code or artefact that is being built
Configuration information is used by consumers
Configuration management documents how assets work together to create a service
How does service request management contribute to obtain/build value chain activity?
It analyzes data to identify opportunities to provide new service request options
It ensures users continue to be productive when they need assistance from the service provider
It acquires preapproved service components to help fulfill service requests
It collects user-specific requirements, sets expectations, and provides status updates
It acquires preapproved service components to help fulfill service requests
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 workflow for service requests. 4. It supports progress discussions.
SELECT THE CORRECT ANSWER
1 and 2
2 and 3
3 and 4
1 and 4
1 and 4
What provides organizations with a structured approach to implementing improvements?
SELECT THE CORRECT ANSWER
Service improvement plan
Continual improvement model
Organization change management
Lean and agile
Continual improvement model
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
SELECT THE CORRECT ANSWER
1 and 2
2 and 3
3 and 4
1 and 4
1.
4.
Q
How does service request management contribute to design and transition activity?
SELECT THE CORRECT ANSWER
By collecting user-specific request requirements
By acquiring pre-approved service components
By providing service request trend and quality information
By initiating standard changes to fulfill service requests
By initiating standard changes to fulfill service requests
Which practice ensures that stakeholders’ needs are understood and product and services are prioritized appropriately?
SELECT THE CORRECT ANSWER
Continual improvement
Relationship management
Change control
Service desk
Relationship management
How does service desk practice contribute to engage activity of a service value chain?
SELECT THE CORRECT ANSWER
The service desk is a channel for communicating with users about new and changed services
The service desk is the main channel for tactical and operational engagement with users
Service desk activities are constantly monitored and evaluated to support continual improvement, alignment, and value creation
The service desk is involved in acquiring service components used to fulfill service requests and resolving incidents
The service desk is the main channel for tactical and operational engagement with users
How does incident management support obtain/build of value chain activity?
SELECT THE CORRECT ANSWER
Ensures incidents that occur in development environments are resolved in a timely and controlled manner
Identifies and manages product defects
Makes significant incidents visible to customers
Prioritizes incident records both in terms of incident frequency and severity
Ensures incidents that occur in development environments are resolved in a timely and controlled manner
Which service management dimension is focused on the activities undertaken by an organization and how they are organized?
SELECT THE CORRECT ANSWER
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Value streams and processes
How can the risk be reduced by service consumers while requesting service? 1. Actively participating while specifying the requirements of the service 2. Clearly communicating the critical success factors 3. Identifying the constraints applicable to the service 4. Confirming the cost
SELECT THE CORRECT ANSWER
1, 2, and 4
1, 3, and 4
2, 3 and 4
1, 2 and 3
1, 2 and 3
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
A. Think and work holistically
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
Continual improvement
Change control
How does customer engagement contribute to the ‘service level management’ practice?
Choose 2:
It captures information that metrics can be based on
It ensures the organization meets defined service levels
It defines the workflows for service requests
It supports progress discussions
It captures information that metrics can be based on
It supports progress discussions
What is the starting point for optimization?
A. Securing stakeholder engagement
B. Understanding the vision and objectives of the organization
C. Determining where the most positive impact would be
D. Standardizing practices and services
B. Understanding the vision and objectives of the organization
Which dimension of service management considers governance, management, and communication?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
A. Organizations and people
Which guiding principle is PRIMARILY concerned with consumer’s revenue and growth?
A. Keep it simple and practical
B. Optimize and automate
C. Progress iteratively with feedback
D. Focus on value
D. Focus on value
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 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 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 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
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 statement about the steps to fulfil 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
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
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
Identify the missing words in the following sentence.
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 organization must perform in order to deliver a valuable service
D. To ensure that an organization’s performance continually meets stakeholders’ expectations
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
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
What helps diagnose and resolve a simple incident?
A. Rapid escalation
B. Formation of a temporary 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?
It is created from shared values based on how it carries out its work
It is determined by the type of technology used to support services
It should be based on the culture of prospective suppliers
It should be based on the objectives of the organization
It is created from shared values based on how it carries out its work
It should be based on the objectives of the organization
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 guiding principle helps to ensure that better information is available for decision making?
A. Keep it simple and practical
B. Think and work holistically
C. Optimize and automate
D. Collaborate and promote visibility
D. Collaborate and promote visibility
How does information about problems and known errors contribute to ‘incident management’?
A. It enables quick and efficient diagnosis of incidents
B. It removes the need for regular customer updates
C. It removes the need for collaboration during incident resolution
D. It enables the reassessment of known errors
A. It enables quick and efficient diagnosis of incidents
What is the expected outcome from using a service value chain?
A. Service value streams
B. Customer engagement
C. Value realization
D. The application of practices
C. Value realization
Which statement about outcomes is CORRECT?
A. Outcomes are one or more services that fulfill the needs of a service consumer
B. Service providers help service consumers achieve outcomes
C. Outcomes help service consumers achieve outputs
D. Helping service consumers achieve outcomes reduces service provider costs
B. Service providers help service consumers achieve outcomes
Which skill is an essential part of the ‘service level management’ practice?
A. Technical knowledge
B. Listening
C. Diagnosis
D. Problem analysis
B. Listening
What are the three phases of ‘problem management’?
A. Problem logging, problem classification, problem resolution
B. Incident management, problem management, change enablement
C. Problem identification, problem control, error control
D. Problem analysis, error identification, incident resolution
C. Problem identification, problem control, error control
What is described by the service value system?
A. How all the components and activities of the organization work together as a system to enable value creation
B. Services based on one or more products, designed to address needs of a target consumer group
C. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
D. How to apply the systems approach of the guiding principle think and work holistically
A. How all the components and activities of the organization work together as a system to enable value creation
Which two statements about the ‘service request management’ practice are CORRECT?
Service requests are part of normal service delivery
Complaints can be handled as service requests
Service requests result from a failure in service
Normal changes should be handled as service requests
Service requests are part of normal service delivery
Complaints can be handled as service requests
Which dimension includes a WORKFLOW MANAGEMENT SYSTEM?
A. Organizations and people
B. Partners and suppliers
C. Information and technology
D. Value streams and processes
C. Information and technology
Which guiding principle recommends coordinating all 4 dimensions of service management?
A. Start where you are
B. Progress iteratively with feedback
C. Think and work holistically
D. Keep it simple and practical
C. Think and work holistically
How should the workflow for a new service request be designed?
A. Use a single workflow for all types of service request
B. Use different workflows for each type of service request
C. Avoid workflows for simple service requests
D. Leverage existing workflows whenever possible
D. Leverage existing workflows whenever possible
The use of [?] should support, not replace what is observed, when using the ‘start where you are’ guiding principle.
A. measurement
B. tools
C. plans
D. process
A. measurement
How should automation be implemented?
A. By replacing human intervention wherever possible
B. By replacing the existing tools first
C. By initially concentrating on the most complex tasks
D. By optimizing as much as possible first
D. By optimizing as much as possible first
Which activity is part of the ‘continual improvement’ practice?
A. Identifying and logging opportunities
B. Delivering tactical and operational engagement with customers
C. Populating and maintaining the asset register
D. Providing a clear path for users to report issues, queries, and requests
A. Identifying and logging opportunities
Which competencies are required by the ‘service level management’ practice?
A. Problem investigation and resolution
B. Business analysis and commercial management
C. Incident analysis and prioritization
D. Balanced scorecard reviews and maturity assessment
B. Business analysis and commercial management
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
A. Incident management
B. Problem management
C. Continual improvement
D. Service request management
C. Continual improvement
Which statement about costs is CORRECT?
A. Costs imposed on the consumer are costs of service utility
B. Costs removed from the consumer are part of the value proposition
C. Costs imposed on the consumer are costs of service warranty
D. Costs removed from the consumer are part of service consumption
B. Costs removed from the consumer are part of the value proposition
What is typically needed to assign complex incidents to support groups?
A. A self-help tool
B. The incident priority
C. A change schedule
D. The incident category
D. The incident category
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 a change request
B. As a service request
C. As an event
D. As a problem
D. 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. Asking customers open questions to establish their requirements
D. Using operational data to provide detailed service reports
D. Using operational data to provide detailed service reports
Which dimension includes activities and workflows?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
D. Value streams and processes
What should be used to set user expectations for request fulfillment times?
A. The time that the customer indicates for service delivery
B. The consumer demand for the service
C. The time needed to realistically deliver the service
D. The service levels of the supplier
C. The time needed to realistically deliver the service
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
A. Focus on value
B. Think and work holistically
C. Optimize and automate
D. Collaborate and promote
B. Think and work holistically
Which practice would help a user gain access to an application that they need to use?
A. Service configuration management
B. Change enablement
C. Service request management
D. Service level management
C. Service request management
Why should some service requests be fulfilled with no additional approvals?
A. To ensure that spending is properly accounted for
B. To ensure that information security requirements are met
C. To streamline the fulfillment workflow
D. To set user expectations for fulfillment times
C. To streamline the fulfillment workflow
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?
A. It should always be used to support direct observation
B. It should always be used instead of direct observation
C. Measured data is always more accurate than direct observation
D. The act of measuring always positively impacts results
A. It should always be used to support direct observation
What is an incident?
A. The planned removal of an item that might affect a service
B. A result enabled by one or more outputs
C. A possible future event that could cause harm
D. A service interruption resolved by the use of self-help tools
D. A service interruption resolved by the use of self-help tools
Which dimension includes the knowledge needed for the management of services?
A. Organizations and people
B. Value streams and processes
C. Information and technology
D. Partners and suppliers
C. Information and technology
Which guiding principle considers the importance of customer loyalty?
A. Progress iteratively with feedback
B. Focus on value
C. Optimize and automate
D. Start where you are
B. Focus on value
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
A. Start where you are
B. Collaborate and promote visibility
C. Progress iteratively with feedback
D. Think and work holistically
C. Progress iteratively with feedback
What is important for a ‘continual improvement register’ (CIR)?
A. Improvement ideas are documented, assessed and prioritized
B. Improvement ideas from many sources are kept in a single CIR
C. Improvement ideas that are not being actioned immediately are removed from the CIR
D. Improvement ideas are tested, funded and agreed
A. Improvement ideas are documented, assessed and prioritized
Which is an example of a business related measurement?
A. The number of passengers checked in
B. The average time to response to change requests
C. The average resolution time for incidents
D. The number of problems resolved
A. The number of passengers checked in
Which statement about the automation of service requests is CORRECT?
A. Service requests that cannot be automated should be handled as incidents
B. Service requests and their fulfillment should be automated as much as possible
C. Service requests that cannot be automated should be handled as problems
D. Service requests and their fulfillment should be carried out by service desk staff without automation
B. Service requests and their fulfillment should be automated as much as possible
Which gives a user access to a system?
A. Service requirement
B. Service agreement
C. Service consumption
D. Service provision
D. Service provision
What is used to link activities within the service value chain?
A. Service level agreements
B. Inputs, outputs and triggers
C. Opportunity, demand and value
D. Service desk
B. Inputs, outputs and triggers
Which two practices use workarounds?
A. Change enablement and continual improvement
B. Change enablement and problem management
C. Problem management and incident management
D. Incident management and continual improvement
C. Problem management and incident management
Which statement about the ‘change enablement’ practice is CORRECT?
A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process
B. Normal changes are triggered by the creation of a change request which can be created manually or automated
C. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly
D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved
B. Normal changes are triggered by the creation of a change request which can be created manually or automated
Which is included in the purpose of the ‘deliver and support’ value chain activity?
A. Meeting stakeholder expectations for time to market
B. Understanding the organization’s service vision
C. Understanding stakeholder needs
D. Providing services to agreed specifications
D. Providing services to agreed specifications
What is a change schedule used for?
A. To help plan emergency changes
B. To help authorize standard changes
C. To help assign a change authority
D. To help manage normal changes
D. To help manage NORMAL changes
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
A. Service desk
B. Service request management
C. Service level management
D. Service configuration management
C. Service level management
What actions does a service desk take for all issues, queries and requests that are reported to them?
A. Schedule, assess, authorize
B. Diagnose, investigate, resolve
C. Initiate, approve, fulfill
D. Acknowledge, classify, own
D. Acknowledge, classify, own
Which is an external input to the service value chain?
A. The ‘improve’ value chain activity
B. An overall plan
C. Customer requirements
D. Feedback loops
C. Customer requirements
Which usually requires a team of representatives from many stakeholder groups?
A. Fulfilling a service request
B. Authorizing an emergency change
C. Logging a new problem
D. Investigating a major incident
D. Investigating a major incident
Which practice needs people who understand complex systems and have creative and analytical skills?
A. Change enablement
B. Service level management
C. Service request management
D. Problem management
D. Problem management
Which processes are responsible for the regular review of underpinning contracts?
A. Supplier management and service level management
B. Supplier management and change management
C. Availability management and service level management
D. Supplier management and availability management
A. Supplier management and service level management
What do customer perceptions and business outcomes help to define?
A. The value of a service
B. Service metrics
C. The total cost of a service
D. Key performance indicators (KPIs)
A. The value of a service
Which process works with incident management to ensure that security breaches are detected and logged?
A. Change management
B. Service level management
C. Access management
D. Continual service improvement
C. Access management
Service transition contains detailed descriptions of which processes?
A. Change management, service asset and configuration management, release and deployment management
B. Change management, capacity management, event management, service request management
C. Service level management, service portfolio management, service asset and configuration management
D. Service asset and configuration management, release and deployment management, request fulfillment
A. Change management, service asset and configuration management, release and deployment management
What should a release policy include?
A. The process owner and process manager for each type of release
B. The roles and responsibilities for incident and problem resolution
C. The naming convention and expected frequency of each type of release
D. The naming convention for all configuration items (CI) recorded in the configuration management system(CMS)
C. The naming convention and expected frequency of each type of release
Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?
A. Only add controls and metrics when they are needed
B. Design controls and metrics first, then remove those not adding value
C. Design controls and metrics and add them individually until all are implemented
D. Only add controls and metrics that are required for compliance
A. Only add controls and metrics when they are needed
When is the earliest that a workaround can be documented in ‘problem management’?
A. After the problem has been logged
B. After the problem has been prioritized
C. After the problem has been analyzed
D. After the problem has been resolved
A. After the problem has been logged
Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
A. Service desk
B. Monitoring and event management
C. Service level management
D. Continual improvement
D. Continual improvement
Which is an activity of ‘problem identification’?
A. Analyzing information from software developers
B. Establishing problem workarounds
C. Analyzing the cause of problems
D. Establishing potential permanent solutions
A. Analyzing information from software developers
Problem Identification
Which statement about value creating activities is CORRECT?
A. Each value stream should be designed with a specific combination of service value chain activities
B. Service value chain activities have pre-determined dependencies on ITIL practices
C. A value stream is an operating model for creating value through products and services
D. Organizations should ensure that each value stream is applicable to many scenarios
A. Each value stream should be designed with a specific combination of service value chain activities
Which skill is required by the ‘service level management’ practice?
A. Supplier management
B. Technical expertise
C. Event monitoring
D. Problem management
A. Supplier management
