Mock Exam 1-5

Question 1

Question: How does the Service Desk Practice contribute to the Engage Service Value Chain activity?

A. By coordinating all activities during the rollout of new applications
B. By ensuring that all stakeholders have been engaged in the definition of SLAs
C. By acting as the main channel for operational engagement with users
D. By providing first level support for customers

Answer 1

Correct Answer: C

Explanation: The Service Desk Practice acts as the primary channel for ongoing operational engagement with users, ensuring effective communication and support.

Question 2

Question: Who are the main parties involved in the definition of SLAs?

A. Service Provider and Customer
B. Customer and Vendor
C. Vendor and Service Provider
D. IT and Business

Answer 2

Correct Answer: A

Explanation: The main parties involved in defining SLAs are the Service Provider and the Customer, as both need to agree on the service levels.

Question 3

Question: The Problem Management practice is meant to…?

A. Reduce the number of Problems
B. Resolve Incidents that cannot be solved by the Service Desk
C. Identify and solve the unknown cause of one or more Incidents
D. Enable the expert teams to troubleshoot complex issues

Answer 3

Correct Answer: C

Explanation: Problem Management focuses on identifying and solving the root causes of incidents, particularly those that are not yet understood.

Question 4

Question: Which guiding principle emphasizes the need to understand the flow of work, identify bottlenecks and remove waste?

A. Progress Iteratively With Feedback
B. Start Where You Are
C. Keep It Simple And Practical
D. Collaborate And Promote Visibility

Answer 4

Correct Answer: D

Explanation: “Collaborate and Promote Visibility” encourages teams to understand workflows, identify inefficiencies, and address bottlenecks to optimize the process.

Question 5

Question: Reusing resources if possible is a recommendation of which Guiding Principle?

A. Start Where You Are
B. Focus on Value
C. Keep It Simple And Practical
D. Optimize And Automate

Answer 5

Correct Answer: A

Explanation: “Start Where You Are” advocates reusing existing resources and capabilities as much as possible, rather than starting from scratch.

Question 6

Question: What is the difference between an Incident and a Service Request?

A. Incidents are handled by expert teams, while Service Requests are solved at the Service Desk
B. Incidents are requests for solutions while Service Requests are requests for information or other standard services
C. Incidents are handled for free, while Service Requests are paid for
D. Incidents must be categorized, while Service Requests mustn’t

Answer 6

Correct Answer: B

Explanation: Incidents refer to unplanned interruptions or issues that need to be resolved, while Service Requests are pre-defined, routine requests for information or services.

Question 7

Question: Which of the following is NOT a part of the Service Value System?

A. Management
B. Governance
C. The Practices
D. Continual Improvement

Answer 7

Correct Answer: A

Explanation: The Service Value System consists of Governance, Practices, Continual Improvement, and other components, but “Management” is not considered a specific part of the SVS.

Question 8

Question: How does the Configuration Management practice support the Deliver and Support Service Value Chain activity?

A. It delivers essential information to planning activities related to the Service Configurations of the organization
B. It provides financial information about the usage of services and CIs
C. For the effective solution of Incidents and Problems, information about CIs is essential
D. Without a CMDB no ticketing system is able to function

Answer 8

Correct Answer: C

Explanation: Configuration Management supports Deliver and Support by providing essential information about Configuration Items (CIs), which is crucial for resolving Incidents and Problems.

Question 9

Question: What are the two triggers of the Service Value System (SVS)?

A. Services and Value
B. Chances and Demand
C. Demand and Opportunities
D. Requirements and Opportunities

Answer 9

Correct Answer: C

Explanation: The two triggers of the Service Value System are Demand (the need for services) and Opportunities (ways to improve or create value).

Question 10

Question: Why is customer engagement crucial for the Service Level Management practice?

A. It defines who is allowed to open Incident tickets from the customer organization
B. It ensures that we meet the agreed service levels
C. It captures information on which metrics can be based
D. It defines the workflow of Service Requests

Answer 10

Correct Answer: C

Explanation: Customer engagement is essential in capturing information that can be used to define and measure performance metrics, which form the basis for Service Level Agreements (SLAs).

Question 11

Question: The handling of user feedbacks, compliments, and complaints is a responsibility of which practice?

A. Service Desk
B. Service Request Management
C. Incident Management
D. Problem Management

Answer 11

Correct Answer: B

Explanation: Service Request Management handles not only requests for services but also user feedback, compliments, and complaints, helping improve service delivery.

Question 12

Question: Which is TRUE for Problems and Known Errors?

A. A Problem is called a Known Error once the root cause has been identified
B. Problems are handled by technical staff, while Known Errors are handled by the Service Desk
C. A Problem is the cause of one or more Known Errors
D. Problems can be closed once they have become Known Errors

Answer 12

Correct Answer: A

Explanation: Once the root cause of a Problem has been identified and a workaround or fix is found, it becomes a Known Error.

Question 13

Question: The decisions about which vendors to engage with is influenced mostly by which of the following?

A. The level of formality in the organization
B. The culture of the service provider organization
C. The contracts the organization has with its own customers
D. The financial strategy of the service provider organization

Answer 13

Correct Answer: B

Explanation: The culture of the service provider organization plays a key role in vendor selection, influencing factors such as collaboration, alignment of goals, and the approach to service delivery.

Question 14

Question: By which of the following terms is the functionality of a service or component known in the ITIL framework?

A. Usability
B. Value
C. Warranty
D. Utility

Answer 14

Correct Answer: D

Explanation: In ITIL, “Utility” refers to the functionality of a service or component — how well it meets the needs of the user and the value it provides.

Question 15

Question: How does the Knowledge Management practice support the Improve Service Value Chain activity?

A. By providing context for the assessment of achievements and improvement planning
B. By identifying specific CIs (Configuration Items) that often cause issues
C. By enabling new employees to easily access the knowledge most commonly used at the Service Desk
D. By allowing stakeholders to make informed decisions when it comes to the implementation of new strategies

Answer 15

Correct Answer: A

Explanation: Knowledge Management supports the Improve activity by providing context for assessing performance, identifying areas for improvement, and facilitating planning.

Question 16

Question: Which of the following is TRUE for the Service Desk practice?

A. It handles all Service Requests
B. Root cause analysis of Incidents happens here
C. It is important to have a high-level understanding of business processes
D. It connects stakeholders on strategic and tactical levels

Answer 16

Correct Answer: C

Explanation: The Service Desk practice requires a high-level understanding of business processes to effectively support users and understand the impact of issues on business operations.

Question 17

Question: Ensuring normal service operation is the main goal of which practice?

A. Problem Management
B. Incident Management
C. Service Desk
D. Service Level Management

Answer 17

Correct Answer: B

Explanation: The main goal of Incident Management is to restore normal service operation as quickly as possible after an interruption, minimizing the impact on the business.

Question 18

Question: Which practice provides information about the organization’s services by reporting on service performance?

A. Monitoring and Event Management
B. Incident Management
C. Service Configuration Management
D. Service Level Management

Answer 18

Correct Answer: D

Explanation: Service Level Management provides information about service performance by tracking and reporting on agreed service levels, helping to ensure that services meet their targets.

Question 19

Question: “A set of organizational resources designed for performing work or accomplishing an objective” is the definition of what?

A. A process
B. A practice
C. A value stream
D. A service

Answer 19

Correct Answer: B

Explanation: In ITIL, a “practice” refers to a set of organizational resources designed to perform specific work or achieve an objective, such as providing services.

Question 20

Question: How does the Relationship Management practice support the Engage Service Value Chain activity?

A. It ensures that all Incidents are solved within the defined SLAs
B. By making sure that all stakeholders are involved in planning activities
C. By ensuring high levels of customer satisfaction in the handling of Incidents and Service Requests
D. It is responsible for engaging with all internal and external customers to understand their requirements

Answer 20

Correct Answer: D

Explanation: The Relationship Management practice is responsible for engaging with both internal and external customers to understand their requirements, fostering strong relationships.

Question 21

Question: What is the missing word? A known error is a problem that has been ____ and has not been resolved.

A. Analyzed
B. Documented
C. Identified
D. Escalated

Answer 21

Correct Answer: A

Explanation: A known error refers to a problem that has been analyzed (and its root cause identified), but has not yet been resolved.

Question 22

Question: Every Problem ticket…

A. Should have a workaround to reduce the impact
B. Should be resolved so it can be closed quickly
C. Should be diagnosed to identify solutions
D. Should be prioritized based on probability and impact

Answer 22

Correct Answer: D

Explanation: Problem tickets should be prioritized based on their potential impact and probability to help address the most critical issues first.

Question 23

Question: What is the benefit of the Service Desk staff identifying recurring issues?

A. It helps to identify Problems
B. It helps to keep the agreed SLAs
C. It increases customer satisfaction
D. It helps to escalate tickets to the correct expert team

Answer 23

Correct Answer: A

Explanation: Identifying recurring issues helps the Service Desk recognize Problems, which can then be analyzed and resolved to prevent future incidents.