Part

Question 1

1. Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
   A. Progress iteratively with feedback
   B. Keep it simple and practical
   C. Start where you are
   D. Focus on value

Answer 1

C. Start where you are

Question 2

2. 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

Answer 2

D. Change control

Question 3

3. 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

Answer 3

B. When the procedure for the standard change is created

Question 4

4. Which statement about emergency changes is CORRECT?
   A. The testing of emergency changes 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

Answer 4

B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

Question 5

5. 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

Answer 5

B. Service desk

Question 6

6. 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

Answer 6

A. Assurance that a product or service will meet agreed requirements

Question 7

7. 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

Answer 7

A. The management of resources configured to deliver the service

Question 8

8. 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

Answer 8

D. It should be re-prioritized as ideas are documented

Question 9

9. 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

Answer 9

A. Service value chain activities

Question 10

10. 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

Answer 10

A. An outcome can be enabled by more than one output

Question 11

11. 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

Answer 11

A. The service desk should work in close collaboration with support and development teams

Question 12

12. Which practice updates information relating to symptoms and business impact?
    A. Service level management
    B. Change control
    C. Service request management
    D. Incident management

Answer 12

D. Incident management

Question 13

13. 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

Answer 13

D. Service request management

Question 14

14. 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

Answer 14

D. Service request management

Question 15

15. 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

Answer 15

D. The four dimensions of service management

Question 16

16. 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

Answer 16

B. They should be well-known and proven

Question 17

17. What is defined as a cause, or potential cause, of one or more incidents?
    A. Change
    B. Event
    C. Known error
    D. Problem

Answer 17

D. Problem

Question 18

18. 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

Answer 18

C. Keep it simple and practical

Question 19

19. 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

Answer 19

A. Whenever the workaround is used

Question 20

20. 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

Answer 20

D. services

Question 21

21. 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

Answer 21

C. Information and technology

Question 22

22. What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
    A. Service management
    B. Continual improvement
    C. A service
    D. An IT asset

Answer 22

C. A service

Question 23

23. 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

Answer 23

C. A separate process

Question 24

24. 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

Answer 24

A. To help an organization make good decisions

Question 25

25. 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

Answer 25

D. Each iteration should be continually re-evaluated based on feedback

Question 26

26. What is the purpose of the ‘deployment management’ practice?
    A. To ensure services achieve agreed and expected performance
    B. To make new or changed services available for use
    C. To move new or changed components to live environments
    D. To set clear business-based targets for service performance

Answer 26

C. To move new or changed components to live environments

Question 27

27. 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

Answer 27

B. Requesting information about how to create a document

Question 28

28. Identify the missing word in the following sentence.
    The purpose of the supplier management practice is to ensure that the organizations suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.
    A. costs
    B. users
    C. value
    D. performances

Answer 28

D. performances

Question 29

29. 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

Answer 29

D. Focus on value at every step of the improvement

Question 30

30. Which guiding principle recommends standardizing and streamlining manual tasks?
    A. Optimize and automate
    B. Collaborate and promote visibility
    C. Focus on value
    D. Think and work holistically

Answer 30

A. Optimize and automate

Question 31

31. 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

Answer 31

C. The ‘continual improvement model’

Question 32

32. 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

Answer 32

B. It should be simply written and easy to understand

Question 33

33. 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

Answer 33

B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

Question 34

34. 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

Answer 34

C. By communicating constraints

Question 35

35. 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

Answer 35

C. The use of scripts

Question 36

36. 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

Answer 36

C. Problem management

Question 37

37. 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

Answer 37

C. Operational metrics

Question 38

38. 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

Answer 38

A. Incident analysis skills

Question 39

39. Which TWO statements about an organization’s culture are CORRECT?
40. It is created from shared values based on how it carries out its work
41. It is determined by the type of technology used to support services
42. It should be based on the culture of prospective suppliers
43. 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

Answer 39

D. 1 and 4

Question 40

40. 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

Answer 40

A. As soon as a solution for the problem has been identified

Question 41

1. 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

Answer 41

D. Each iteration should be continually re-evaluated based on feedback

Question 42

2. Which practice has a purpose that includes aligning the organization’s practices and services with changing business needs?
   A. Service level management
   B. Service configuration management
   C. Relationship management
   D. Continual improvement

Answer 42

D. Continual improvement

Question 43

3. How are target resolution times used in the ‘incident management’ practice?
   A. They are agreed, documented, and communicated to help set user expectations
   B. They are established, reviewed, and reported to ensure that customers are happy with the service
   C. They are initiated, approved, and managed to ensure that predictable responses are achieved
   D. They are scheduled, assessed and authorized to reduce the risk of service failures

Answer 43

A. They are agreed, documented, and communicated to help set user expectations

Question 44

4. 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 fulfilment workflow
   D. To set user expectations for fulfilment times

Answer 44

C. To streamline the fulfilment workflow

Question 45

5. Which practice involves the management of vulnerabilities that have been analysed but not resolved?
   A. Change control
   B. Service request management
   C. Problem management
   D. Service level management

Answer 45

C. Problem management

Question 46

6. What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
   A. Service offering
   B. Service provision
   C. Service management
   D. Service consumption

Answer 46

C. Service management

Question 47

7. Which gives a user access to a system?
   A. Service requirement
   B. Service agreement
   C. Service consumption
   D. Service provision

Answer 47

D. Service provision

Question 48

8. Which statement about managing incidents is CORRECT?
   A. Low impact incidents should be resolved efficiently, making logging unnecessary
   B. The ‘incident management’ practice should use a single process regardless of the impact of the incident
   C. Low impact incidents should be resolved efficiently so the resource required is reduced
   D. Incidents with the lowest impact should be resolved first

Answer 48

C. Low impact incidents should be resolved efficiently so the resource required is reduced

Question 49

9. Which statement about the service value chain is CORRECT?
   A. The service value chain converts value into demand
   B. Each value chain activity uses different combinations of practices to convert inputs into outputs
   C. Each value chain activity identifies a requirement for resources from an external supplier
   D. The service value chain uses value streams to describe a combination of consumers and providers

Answer 49

B. Each value chain activity uses different combinations of practices to convert inputs into outputs

Question 50

10. Which is the BEST description of the value of a service to a customer?
    A. The amount of money the customer pays for using the service
    B. The financial return the customer gets from using the service
    C. The outcomes the customer receives by using the service
    D. The customer’s perception of the benefits of using the service

Answer 50

D. The customer’s perception of the benefits of using the service

Question 51

11. Which describes normal changes?
    A. Changes that are low-risk and pre-authorized
    B. Changes that need to be scheduled and assessed following a process
    C. Changes that are typically initiated as service requests
    D. Changes that must be implemented as soon as possible

Answer 51

B. Changes that need to be scheduled and assessed following a process

Question 52

12. Which practice forms a link between the service provider and the users of services?
    A. Change control
    B. Service level management
    C. Problem management
    D. Service desk

Answer 52

D. Service desk

Question 53

13. Which value chain activity ensures that products meet stakeholder expectations for quality?
    A. Design and transition
    B. Engage
    C. Obtain/build
    D. Plan

Answer 53

A. Design and transition

Question 54

14. 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

Answer 54

D. Service request management

Question 55

15. What describes how components and activities work together to facilitate value creation?
    A. The ITIL service value system
    B. The ITIL guiding principles
    C. The four dimensions of service management
    D. A service relationship

Answer 55

A. The ITIL service value system

Question 56

16. Which practice involves the management of vulnerabilities that were not identified before the service went live?
    A. Service request management
    B. Problem management
    C. Change control
    D. Service level management

Answer 56

B. Problem management

Question 57

17. What is the definition of a problem?
    A. An unplanned interruption to a service, or reduction in the quality of a service
    B. A cause, or potential cause, of one or more incidents
    C. An incident for which a full resolution is not yet available
    D. Any change of state that has significance for the management of a configuration item (CI)

Answer 57

B. A cause, or potential cause, of one or more incidents

Question 58

18. 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

Answer 58

C. Measured data is always more accurate than direct observation

Question 59

19. 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

Answer 59

C. Service level management

Question 60

20. 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

Answer 60

D. services

Question 61

21. What should be considered as part of the ‘partners and suppliers’ dimension?
    A. The level of integration and formality involved in the relationships between organizations
    B. The activities, workflows, controls and procedures needed to achieve the agreed objectives
    C. The information created, managed and used in the course of service provision and consumption
    D. The required skills and competencies of teams and individual members of the organization

Answer 61

A. The level of integration and formality involved in the relationships between organizations

Question 62

22. What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
    A. Service management
    B. Continual improvement
    C. A service
    D. An IT asset

Answer 62

C. A service

Question 63

23. Which skill is an essential part of the ‘service level management’ practice?
    A. Technical knowledge
    B. Listening
    C. Diagnosis
    D. Problem analysis

Answer 63

B. Listening

Question 64

24. How should the seven guiding principles be combined when an organization is making a decision?
    A. By using all the guiding principles equally when making any decision
    B. By using the one or two guiding principles that are most relevant to the specific decision
    C. By using the ‘focus on value’ principle and one or two others that are relevant to the specific decision
    D. Review each guiding principle to decide how relevant it is to the specific decision

Answer 64

D. Review each guiding principle to decide how relevant it is to the specific decision

Question 65

25. 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

Answer 65

C. Keep it simple and practical

Question 66

26. Which practice makes new services available for use?
    A. Change control
    B. Release management
    C. Deployment management
    D. IT asset management

Answer 66

B. Release management

Question 67

27. Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?
    A. Executing improvement actions
    B. Performing baseline assessments
    C. Defining the improvement plan
    D. Understanding the business mission

Answer 67

B. Performing baseline assessments

Question 68

28. What is the purpose of the ‘relationship management’ practice?
    A. To establish and nurture the links between the organization and its stakeholders
    B. To align the organization’s practices and services with changing business needs
    C. To set clear business-based targets for service performance
    D. To support the agreed quality of a service handling all agreed, user-initiated service requests

Answer 68

A. To establish and nurture the links between the organization and its stakeholders

Question 69

29. 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

Answer 69

B. Focus on value

Question 70

30. Which is a recommendation of the guiding principle ‘think and work holistically’?
    A. Conduct a review of existing service management practices and decide what to keep and what to discard
    B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
    C. Review service management practices and remove any unnecessary complexity
    D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Answer 70

D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Question 71

31. 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

Answer 71

C. The use of scripts

Question 72

32. Which of these activities is carried out as part of ‘problem management’?
    A. Creating incident records
    B. Diagnosing and resolving incidents
    C. Escalating incidents to a support team for resolution
    D. Trend analysis of incident records

Answer 72

D. Trend analysis of incident records

Question 73

33. Which statement about ‘continual improvement’ is CORRECT?
    A. All improvement ideas should be logged in a single ‘continual improvement register’
    B. A single team should carry out ‘continual improvement’ across the organization
    C. ‘Continual improvement’ should have minimal interaction with other practices
    D. Everyone in the organization is responsible for some aspects of ‘continual improvement’

Answer 73

D. Everyone in the organization is responsible for some aspects of ‘continual improvement’

Question 74

34. Which statement about outcomes is CORRECT?
    A. Outcomes are one or more services that fulfil 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

Answer 74

B. Service providers help service consumers achieve outcomes

Question 75

35. What impact does automation have on a service desk?
    A. Less low-level work and a greater ability to focus on user experience
    B. Increased phone contact and a reduced ability to focus on user experience
    C. Ability to work from multiple locations, geographically dispersed
    D. Ability to work from a single centralized location

Answer 75

A. Less low-level work and a greater ability to focus on user experience

Question 76

36. Identify the missing word(s) in the following sentence.
    The service desk should be the entry point and single point of contact for the [?] with all of its users.
    A. Service consumer
    B. Service provider
    C. Customer
    D. Supplier

Answer 76

B. Service provider

Question 77

37. Which statement about the ‘change control’ 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

Answer 77

A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process

Question 78

38. Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
    A. Deployment management
    B. Release management
    C. Change control
    D. Service configuration management

Answer 78

C. Change control

Question 79

39. Which dimension considers data security and privacy?
    A. Organizations and people
    B. Information and technology
    C. Partners and suppliers
    D. Value streams and processes

Answer 79

B. Information and technology

Question 80

40. What aspect of ‘service level management’ asks service consumers what their work involves and how technology helps them?
    A. Customer engagement
    B. Operational metrics
    C. Business metrics
    D. Customer feedback

Answer 80

A. Customer engagement

Question 81

1. 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
2. Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
   A. Information security management
   B. Monitoring and event management
   C. Incident management
   D. Change control
3. Which describes a standard change?
   A. 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
   C. A high-risk change that needs very thorough assessment
   D. A change that must be implemented as soon as possible
4. 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
5. Which practice owns and manages issues, queries and requests from users?
   A. Incident management
   B. Service desk
   C. Change control
   D. Problem management
6. What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
   A. An IT asset
   B. A customer
   C. A configuration item (CI)
   D. A user
7. Which stakeholders co-create value in a service relationship?
   A. Investor and supplier
   B. Consumer and provider
   C. Provider and supplier
   D. Investor and consumer
8. Which describes normal changes?
   A. Changes that are low-risk and pre-authorized
   B. Changes that need to be scheduled and assessed following a process
   C. Changes that are typically initiated as service requests
   D. Changes that must be implemented as soon as possible
9. 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
10. Which statement about outcomes is CORRECT?
    A. Outcomes are one or more services that fulfil 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

Answer 81

B. Service providers help service consumers achieve outcomes

Question 82

11. Which skill is an essential part of the ‘service level management’ practice?
    A. Technical knowledge
    B. Listening
    C. Diagnosis
    D. Problem analysis

Answer 82

B. Listening

Question 83

12. What are the three phases of ‘problem management’?
    A. Problem logging, problem classification, problem resolution
    B. Incident management, problem management, change control
    C. Problem identification, problem control, error control
    D. Problem analysis, error identification, incident resolution

Answer 83

C. Problem identification, problem control, error control

Question 84

13. Which is a purpose of the ‘engage’ value chain activity?
    A. Meeting expectations for quality, costs and time-to-market
    B. Providing transparency and good relationships
    C. Ensuring the continual improvement of services
    D. Ensuring that the organization’s vision is understood

Answer 84

B. Providing transparency and good relationships

Question 85

14. 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. CIs
    C. customers
    D. assets

Answer 85

B. CIs

Question 86

15. 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

Answer 86

A. How all the components and activities of the organization work together as a system to enable value creation?

Question 87

16. Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
    A. Problem management
    B. Supplier management
    C. Release management
    D. Service desk

Answer 87

D. Service desk

Question 88

17. What is defined as any component that needs to be managed in order to deliver an IT service?
    A. A service requests
    B. A configuration item (CI)
    C. An incident
    D. An IT asset

Answer 88

B. A configuration item (CI)

Question 89

18. Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
    A. Progress iteratively with feedback
    B. Focus on value
    C. Think and work holistically
    D. Keep it simple and practical

Answer 89

D. Keep it simple and practical

Question 90

19. Which TWO statements about the ‘service request management’ practice are CORRECT?
20. Service requests are part of normal service delivery
21. Complaints can be handled as service requests
22. Service requests result from a failure in service
23. Normal changes should be handled as service requests
    A. 1 and 2
    B. 2 and 3
    C. 3 and 4
    D. 1 and 4

Answer 90

A. 1 and 2

Question 91

20. What is an IT asset?
    A. Any financially valuable component that can contribute to delivery of an IT product or service
    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. The removal of anything that could have a direct or indirect effect on services

Answer 91

A. Any financially valuable component that can contribute to delivery of an IT product or service

Question 92

21. Which dimension includes a workflow management system?
    A. Organizations and people
    B. Partners and suppliers
    C. Information and technology
    D. Value streams and processes

Answer 92

D. Value streams and processes

Question 93

22. 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. costs
    C. utility
    D. warranty

Answer 93

B. costs

Question 94

23. Which of these should be logged and managed as a problem?
    A. A user requests delivery of a laptop
    B. A monitoring tool detects a change of state for a service
    C. Trend analysis shows a large number of similar incidents
    D. ‘Continual improvement’ needs to prioritize an improvement opportunity

Answer 94

C. Trend analysis shows a large number of similar incidents

Question 95

24. In which TWO situations should the ITIL guiding principles be considered?
25. In every initiative
26. In relationships with all stakeholders
27. Only in specific initiatives where the principle is relevant
28. Only in specific stakeholder relationships where the principle is relevant
    A. 1 and 2
    B. 2 and 3
    C. 3 and 4
    D. 1 and 4

Answer 95

A. 1 and 2

Question 96

25. Which guiding principle recommends coordinating all 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

Answer 96

C. Think and work holistically

Question 97

27. 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

Answer 97

D. Leverage existing workflows whenever possible

Question 98

28. What is the purpose of the ‘information security management’ practice?
    A. To protect the information needed by the organization to conduct its business
    B. To observe services and service components
    C. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
    D. To plan and manage the full lifecycle of all IT assets

Answer 98

A. To protect the information needed by the organization to conduct its business

Question 99

29. 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. measurement
    B. tools
    C. plans
    D. process

Answer 99

A. measurement

Question 100

30. 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

Answer 100

D. By optimizing as much as possible first

Question 101

31. 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

Answer 101

A. Identifying and logging opportunities

Question 102

32. 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

Answer 102

C. Incident analysis and prioritization

Question 103

33. 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

Answer 103

C. Continual improvement

Question 104

34. 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

Answer 104

B. Costs removed from the consumer are part of the value proposition

Question 105

35. 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

Answer 105

D. The incident category

Question 106

37. 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

Answer 106

D. As a problem

Question 107

38. 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

Answer 107

D. Using operational data to provide detailed service reports

Question 108

40. 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

Answer 108

C. The time needed to realistically deliver the service

Question 109

1. Which guiding principle uses experience from one improvement activity to improve the next activity?
   A. Start where you are
   B. Progress iteratively with feedback
   C. Keep it simple and practical
   D. Optimize and automate

Answer 109

B. Progress iteratively with feedback

Question 110

2. Which practice has the purpose of ensuring that the organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?
   A. Release management
   B. Supplier management
   C. Service management
   D. Relationship management

Answer 110

B. Supplier management

Question 111

3. Which statement about change authorities is CORRECT?
   A. Change authorities are only required for authorizing emergency changes
   B. Change authorities are assigned when each change is deployed
   C. Change authorities are only required for authorizing normal changes
   D. Change authorities are assigned for each type of change and change model

Answer 111

D. Change authorities are assigned for each type of change and change model

Question 112

4. Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
   A. Service request management
   B. Service level management
   C. Incident management
   D. Change enablement

Answer 112

C. Incident management

Question 113

5. Which will NOT be handled as a service request?
   A. The degradation of a service
   B. The replacement of a toner cartridge
   C. The provision of a laptop
   D. A complaint about a support team

Answer 113

A. The degradation of a service

Question 114

6. Identify the missing words in the following sentence.
   A user is [?] that uses services.
   A. an organization
   B. a role
   C. a team
   D. a supplier

Answer 114

B. a role

Question 115

7. A service offering may include goods, access to resources, and service actions. Which is an example of a service action?
   A. A mobile phone enables a user to work remotely
   B. A password allows a user connect to a WiFi network
   C. A license allows a user to install a software product
   D. A service desk agent provides support to a user

Answer 115

D. A service desk agent provides support to a user

Question 116

8. Which describes a CORRECT approach to change authorization?
   A. Changes included in the change schedule are pre-authorized and do not need additional authorization
   B. Normal changes should be assessed and authorized before they are deployed
   C. Emergency changes should be authorized by as many people as possible to reduce risk
   D. Normal changes are typically implemented as service requests and authorized by the service desk

Answer 116

B. Normal changes should be assessed and authorized before they are deployed

Question 117

9. Which statement about a service value stream is CORRECT?
   A. It uses prescriptive inputs and outputs
   B. It is a value chain activity
   C. It integrates practices for a specific scenario
   D. It is used to provide governance

Answer 117

A. It uses prescriptive inputs and outputs

Question 118

10. Which statement about outputs is CORRECT?
    A. They consist of several outcomes
    B. They capture customer demand for services
    C. They contribute to the achievement of outcomes
    D. They describe how the service performs

Answer 118

C. They contribute to the achievement of outcomes

Question 119

11. Which is an example of a business related measurement?
    A. The number of passengers checked in
    B. The average time to respond to change requests
    C. The average resolution time for incidents
    D. The number of problems resolved

Answer 119

A. The number of passengers checked in

Question 120

12. Which practice involves the management of vulnerabilities that have been analysed but not resolved?
    A. Change enablement
    B. Service request management
    C. Problem management
    D. Service level management

Answer 120

C. Problem management

Question 121

13. Which BEST describes the purpose of the ‘improve’ value chain activity?
    A. To organize a major improvement initiative into several smaller initiatives
    B. To make new and improved services and features available for use
    C. To ensure a shared understanding of the vision and improvement direction for all products and services
    D. To continually improve all products and services across all value chain activities

Answer 121

D. To continually improve all products and services across all value chain activities

Question 122

14. Which includes governance, management practices, and continual improvement?
    A. The service value system
    B. The ‘deliver and support’ value chain activity
    C. The ‘focus on value’ guiding principle
    D. The ‘value stream and processes’ dimension

Answer 122

A. The service value system

Question 123

16. Which practice is used to confirm customer requirements for services?
    A. Service request management
    B. Service level management
    C. Service desk
    D. Incident management

Answer 123

B. Service level management

Question 124

17. What is the definition of a problem?
    A. An unplanned interruption to a service, or reduction in the quality of a service
    B. A cause, or potential cause, of one or more incidents
    C. An incident for which a full resolution is not yet available
    D. Any change of state that has significance for the management of a configuration item (CI)

Answer 124

B. A cause, or potential cause, of one or more incidents

Question 125

18. 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

Answer 125

B. Design controls and metrics first, then remove those not adding value

Question 126

19. Which practice provides a communications point for users to report operational issues, queries and requests?
    A. Incident management
    B. Continual improvement
    C. Service desk
    D. Relationship management

Answer 126

C. Service desk

Question 127

20. What are typically recognized through notifications created by an IT service, CI or monitoring tool?
    A. Incidents
    B. Problems
    C. Events
    D. Requests

Answer 127

C. Events

Question 128

21. Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
    A. Organizations and people
    B. Information and technology
    C. Partners and suppliers
    D. Value streams and processes

Answer 128

A. Organizations and people

Question 129

22. What is utility?
    A. The functionality offered by a service to meet a particular need
    B. Assurance that a service will meet agreed requirements
    C. The amount of money spent on a specific activity or resource
    D. The perceived benefits, usefulness and importance of something

Answer 129

A. The functionality offered by a service to meet a particular need

Question 130

23. An organization is notified by a supplier about a defect in a software product that they use. Which practice describes the activities needed to log and manage this?
    A. Incident management
    B. Problem management
    C. Change enablement
    D. Service desk

Answer 130

D. Service desk

Question 131

24. How should the seven guiding principles be combined when an organization is making a decision?
    A. By using all the guiding principles equally when making any decision
    B. By using the one or two guiding principles that are most relevant to the specific decision
    C. By using the ‘focus on value’ principle and one or two others that are relevant to the specific decision
    D. By reviewing each guiding principle to decide how relevant it is to the specific decision

Answer 131

D. By reviewing each guiding principle to decide how relevant it is to the specific decision

Question 132

25. An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
    A. Collaborate and promote visibility
    B. Start where you are
    C. Focus on value
    D. Keep it simple and practical

Answer 132

A. Collaborate and promote visibility

Question 133

26. Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
    A. Supplier management
    B. Change enablement
    C. Relationship management
    D. Service desk

Answer 133

C. Relationship management

Question 134

27. Which practice has a strong influence on the user experience and perception of the service provider?
    A. Service desk
    B. Change enablement
    C. Service level management
    D. Supplier management

Answer 134

A. Service desk

Question 135

28. Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
    A. Information security management
    B. Continual improvement
    C. Monitoring and event management
    D. Service level management

Answer 135

A. Information security management

Question 136

29. Which principle concentrates on service consumers?
    A. Start where you are
    B. Optimize and automate
    C. Keep it simple
    D. Focus on value

Answer 136

D. Focus on value

Question 137

30. What must always be done before an activity is automated?
    A. Check that the activity has already been optimized
    B. Check that suitable new technology has been purchased
    C. Ensure that DevOps has been successfully implemented
    D. Ensure the solution removes the need for human intervention

Answer 137

A. Check that the activity has already been optimized

Question 138

31. Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?
    A. Executing improvement actions
    B. Performing baseline assessments
    C. Defining the improvement plan
    D. Understanding the business mission

Answer 138

B. Performing baseline assessments

Question 139

32. Which statement about service requests is CORRECT?
    A. Complex service requests should be dealt with as normal changes
    B. Service requests that require simple workflows should be dealt with as incidents
    C. Service requests require workflows that should use manual procedures and avoid automation
    D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

Answer 139

D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

Question 140

33. Which statement about ‘continual improvement’ is CORRECT?
    A. All improvement ideas should be logged in a single ‘continual improvement register’
    B. A single team should carry out ‘continual improvement’ across the organization
    C. Continual improvement’ should have minimal interaction with other practices
    D. Everyone in the organization is responsible for some aspects of ‘continual improvement’

Answer 140

D. Everyone in the organization is responsible for some aspects of ‘continual improvement’

Question 141

34. Which is the BEST description of the value of a service to a customer?
    A. The amount of money the customer pays for using the service
    B. The financial return the customer gets from using the service
    C. The outcomes the customer receives by using the service
    D. The customer’s perception of the benefits of using the service

Answer 141

D. The customer’s perception of the benefits of using the service

Question 142

35. Why is it important to set target resolution times in ‘incident management’?
    A. They determine when an incident becomes a problem
    B. They determine which support team the incident should be escalated to
    C. They enable the management of customer and user expectations
    D. They facilitate information sharing and learning

Answer 142

C. They enable the management of customer and user expectations

Question 143

36. Which practice is responsible for moving new or changed components to live or other environments?
    A. Release management
    B. Deployment management
    C. Change enablement
    D. Supplier management

Answer 143

B. Deployment management

Question 144

37. Which practice identifies metrics that reflect the customers experience of a service?
    A. Continual improvement
    B. Service desk
    C. Service level management
    D. Problem management

Answer 144

B. Service desk

Question 145

38. What type of change is MOST likely to be managed as a service request?
    A. A standard change
    B. A normal change
    C. An emergency change
    D. An organizational change

Answer 145

A. A standard change

Question 146

39. Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
    A. Organizations and people
    B. Information and technology
    C. Partners and suppliers
    D. Value streams and processes

Answer 146

C. Partners and suppliers

Question 147

40. Which of these activities is carried out as part of ‘problem management’?
    A. Creating incident records
    B. Diagnosing and resolving incidents
    C. Escalating incidents to a support team for resolution
    D. Trend analysis of incident records

Answer 147

D. Trend analysis of incident records

Question 148

1. Which is a result of applying the guiding principle ‘progress iteratively with feedback’?
   A. The ability to discover and respond to failure earlier
   B. Standardization of practices and services
   C. Understanding the customer’s perception of value
   D. Understanding the current state and identifying what can be reused

Answer 148

A. The ability to discover and respond to failure earlier

Question 149

2. 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

Answer 149

C. After the problem has been analyzed

Question 150

3. Which is an activity of the ‘problem management’ practice?
   A. Restoration of normal service operation as quickly as possible
   B. Prioritization of problems based on the risk that they pose
   C. Authorization of changes to resolve the cause of problems
   D. Resolution of incidents in a time that meets customer expectations

Answer 150

B. Prioritization of problems based on the risk that they pose

Question 151

4. What can be used to determine if a service is ‘fit for purpose’?
   A. Availability
   B. Warranty
   C. Outcome
   D. Utility

Answer 151

D. Utility

Question 152

5. In service relationships, what is a benefit of identifying consumer roles?
   A. It enables effective stakeholder management
   B. It provides shared service expectations
   C. It removes constraints from the customer
   D. It enables a common definition of value

Answer 152

A. It enables effective stakeholder management

Question 153

6. Which statement about managing incidents is CORRECT?
   A. Low impact incidents should be resolved efficiently, making logging unnecessary
   B. The ‘incident management’ practice should use a single process regardless of the impact of the incident
   C. Low impact incidents should be resolved efficiently so the resource required is reduced
   D. Incidents with the lowest impact should be resolved first

Answer 153

C. Low impact incidents should be resolved efficiently so the resource required is reduced

Question 154

7. Which statement about the service value chain is CORRECT?
   A. The service value chain converts value into demand
   B. Each value chain activity uses different combinations of practices to convert inputs into outputs
   C. Each value chain activity identifies a requirement for resources from an external supplier
   D. The service value chain uses value streams to describe a combination of consumers and providers

Answer 154

B. Each value chain activity uses different combinations of practices to convert inputs into outputs

Question 155

8. What term is used to describe whether a service will meet availability, capacity and security requirements?
   A. Outcomes
   B. Value
   C. Utility
   D. Warranty

Answer 155

D. Warranty

Question 156

9. Which practice is MOST likely to benefit from the use of chatbots?
   A. Service level management
   B. Change enablement
   C. Continual improvement
   D. Service desk

Answer 156

D. Service desk

Question 157

10. Where are the details of the required performance outcomes of a service defined?
    A. Service level agreements
    B. Service requests
    C. Service components
    D. Service offerings

Answer 157

A. Service level agreements

Question 158

11. Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
    A. Plan
    B. Improve
    C. Design and transition
    D. Deliver and support

Answer 158

A. Plan

Question 159

12. Identify the missing word in the following sentence.
    The purpose of the supplier management practice is to ensure that the organizations suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.
    A. costs
    B. users
    C. value
    D. performances

Answer 159

D. performances

Question 160

13. What describes how components and activities work together to facilitate value creation?
    A. The ITIL service value system
    B. The ITIL guiding principles
    C. The four dimensions of service management
    D. A service relationship

Answer 160

A. The ITIL service value system

Question 161

14. Which two practices interact the MOST with the service desk practice?
    A. Incident management and service request management
    B. Service request management and deployment management
    C. Deployment management and change enablement
    D. Change enablement and incident management

Answer 161

A. Incident management and service request management

Question 162

15. What is defined as any component that needs to be managed in order to deliver an IT service?
    A. A service request
    B. A configuration item (CI)
    C. An incident
    D. An IT asset

Answer 162

B. A configuration item (CI)

Question 163

16. Which is a recommendation of the guiding principle ‘think and work holistically’?
    A. Conduct a review of existing service management practices and decide what to keep and what to discard
    B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
    C. Review service management practices and remove any unnecessary complexity
    D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Answer 163

D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Question 164

17. Which is an activity of the ‘incident management’ practice?
    A. Assessing and prioritizing improvement opportunities
    B. Performing service reviews with customers
    C. Providing good-quality updates when expected
    D. Automating service requests to the greatest degree possible

Answer 164

C. Providing good-quality updates when expected

Question 165

18. What is the definition of a known error?
    A. An unplanned interruption to a service, or reduction in the quality of a service
    B. A cause, or potential cause, of one or more incidents
    C. A problem that has been analyzed and has not been resolved
    D. Any change of state that has significance for the management of a service or other configuration item (CI)

Answer 165

C. A problem that has been analyzed and has not been resolved

Question 166

19. What should be considered as part of the ‘partners and suppliers’ dimension?
    A. The level of integration and formality involved in the relationships between organizations
    B. The activities, workflows, controls and procedures needed to achieve the agreed objectives
    C. The information created, managed and used in the course of service provision and consumption
    D. The required skills and competencies of teams and individual members of the organization

Answer 166

A. The level of integration and formality involved in the relationships between organizations

Question 167

20. What is the definition of service management?
    A. Activities performed by an organization to provide products and services to their consumers
    B. A description of services based on products, which meet the needs of a target consumer group
    C. A means of enabling value co-creation by facilitating outcomes that customers want to achieve
    D. A set of specialized organizational capabilities for enabling value for customers in the form of services

Answer 167

D. A set of specialized organizational capabilities for enabling value for customers in the form of services

Question 168

21. What aspect of ‘service level management’ asks service consumers what their work involves and how technology helps them?
    A. Customer engagement
    B. Operational metrics
    C. Business metrics
    D. Customer feedback

Answer 168

A. Customer engagement

Question 169

22. In which TWO situations should the ITIL guiding principles be considered?
23. In every initiative
24. In relationships with all stakeholders
25. Only in specific initiatives where the principle is relevant
26. Only in specific stakeholder relationships where the principle is relevant
    A. 1 and 2
    B. 2 and 3
    C. 3 and 4
    D. 1 and 4

Answer 169

A. 1 and 2

Question 170

23. Which guiding principle considers customer and user experience?
    A. Collaborate and promote visibility
    B. Focus on value
    C. Start where you are
    D. Keep it simple and practical

Answer 170

B. Focus on value

Question 171

24. Which is included in the purpose of the ‘change enablement’ practice?
    A. Make new and changed services available for use
    B. Ensure that risks have been properly assessed
    C. Record and report selected changes of state
    D. Plan and manage the full lifecycle of all IT assets

Answer 171

B. Ensure that risks have been properly assessed

Question 172

25. Which activity is part of the ‘continual improvement’ practice?
    A. Identifying the cause of incidents and recommending related improvements
    B. Authorizing changes to implement improvements
    C. Logging and managing incidents that result in improvement opportunities
    D. Making business cases for improvement action

Answer 172

D. Making business cases for improvement action

Question 173

26. Which is a purpose of release management?
    A. To protect the organization’s information
    B. To handle user-initiated service requests
    C. To make new and changed services available for use
    D. To move hardware and software to live environments

Answer 173

C. To make new and changed services available for use

Question 174

27. What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?
    A. Restricting information about the improvement to essential stakeholders only
    B. Increasing collaboration and visibility for the improvement
    C. Involving customers after all planning has been completed
    D. Engaging every stakeholder group in the same way, with the same communication

Answer 174

B. Increasing collaboration and visibility for the improvement

Question 175

28. 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. measurement
    B. tools
    C. plans
    D. process

Answer 175

A. measurement

Question 176

29. Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
    A. Deployment management
    B. Release management
    C. Change enablement
    D. Service configuration management

Answer 176

C. Change enablement

Question 177

30. 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

Answer 177

B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

Question 178

31. Which is the BEST example of a standard change?
    A. The review and authorization of a change requested by a customer
    B. The implementation of a critical software patch in response to a vendor security issue
    C. The installation of a software application in response to a service request
    D. The replacement of a component in response to a major incident

Answer 178

C. The installation of a software application in response to a service request

Question 179

32. What varies in size and complexity, and uses functions to achieve its objectives?
    A. A risk
    B. An organization
    C. A practice
    D. An outcome

Answer 179

B. An organization

Question 180

33. Which practice involves the management of vulnerabilities that were not identified before the service went live?
    A. Service request management
    B. Problem management
    C. Change enablement
    D. Service level management

Answer 180

B. Problem management

Question 181

34. Identify the missing word(s) in the following sentence.
    The service desk should be the entry point and single point of contact for the [?] with all of its users.
    A. Service consumer
    B. Service provider
    C. Customer
    D. Supplier

Answer 181

B. Service provider

Question 182

35. 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

Answer 182

B. They should be well-known and proven

Question 183

36. Which is handled as a service request?
    A. An investigation to identify the cause of an incident
    B. A compliment about an IT support team
    C. The failure of an IT service
    D. An emergency change to implement a security patch

Answer 183

B. A compliment about an IT support team

Question 184

37. Which can act as an operating model for an organization?
    A. The four dimensions of service management
    B. The service value chain
    C. The ITIL guiding principles
    D. Continual improvement

Answer 184

B. The service value chain

Question 185

38. Which practice recommends the use of event-based surveys to gather feedback from customers?
    A. Service level management
    B. Change enablement
    C. Service request management
    D. Problem management

Answer 185

A. Service level management

Question 186

1. 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 visibility

Answer 186

A. Focus on value

Question 187

2. What is the purpose of the ‘problem management’ practice?
   A. To protect the information needed by the organization to conduct its business
   B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
   C. To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
   D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Answer 187

B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

Question 188

3. 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

Answer 188

C. Service request management

Question 189

4. 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 fulfilment workflow
   D. To set user expectations for fulfilment times

Answer 189

C. To streamline the fulfilment workflow

Question 190

5. What impact does automation have on a service desk?
   A. Less low level work and a greater ability to focus on user experience
   B. Increased phone contact and a reduced ability to focus on user experience
   C. Ability to work from multiple locations, geographically dispersed
   D. Ability to work from a single centralised location

Answer 190

C. Ability to work from multiple locations, geographically dispersed

Question 191

6. Identify the missing words in the following sentence.
   A user is [?] that uses services.
   A. an organization
   B. a role
   C. a team
   D. a supplier

Answer 191

B. a role

Question 192

7. Which gives a user access to a system?
   A. Service requirement
   B. Service agreement
   C. Service consumption
   D. Service provision

Answer 192

D. Service provision

Question 193

8. What is a change schedule PRIMARILY used for?
   A. To help plan, authorize and schedule emergency changes
   B. To publish a list of service requests that users can select
   C. To ensure that a single change authority reviews every change
   D. To help plan changes, assist in communication and avoid conflicts

Answer 193

D. To help plan changes, assist in communication and avoid conflicts

Question 194

9. 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

Answer 194

C. Opportunity, demand and value

Question 195

10. Which describes the utility of a service?
    A. A service that is fit for use
    B. A service that meets its service level targets
    C. A service that increases constraints on the consumer
    D. A service that supports the performance of the consumer

Answer 195

B. A service that meets its service level targets

Question 196

11. 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

Answer 196

C. Problem management and incident management

Question 197

12. 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

Answer 197

B. Normal changes are triggered by the creation of a change request which can be created manually or automated

Question 198

13. 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

Answer 198

B. Governance, service value chain, practices

Question 199

14. Which are elements of the service value system?
    A. Service provision, service consumption, service relationship management
    B. Governance, service value chain, practices
    C. Outcomes, utility, warranty
    D. Customer value, stakeholder value, organization

Answer 199

B. Governance, service value chain, practices

Question 200

16. Which is an activity of the ‘problem management’ practice?
    A. Restoration of normal service operation as quickly as possible
    B. Prioritization of problems based on the risk that they pose
    C. Authorization of changes to resolve the cause of problems
    D. Resolution of incidents in a time that meets customer expectations

Answer 200

B. Prioritization of problems based on the risk that they pose

Question 201

17. What is defined as an unplanned interruption or reduction in the quality of a service?
    A. An incident
    B. A problem
    C. A change
    D. An event

Answer 201

A. An incident

Question 202

19. 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

Answer 202

D. A service interruption resolved by the use of self-help tools

Question 203

20. What is defined as a change of state that has significance for the management of an IT service?
    A. Event
    B. Incident
    C. Problem
    D. Known error

Answer 203

A. Event

Question 204

21. Which dimension includes the knowledge needed for the management of services?
    A. Organizations and people
    B. Information and technology
    C. Partners and suppliers
    D. Value streams and processes

Answer 204

A. Organizations and people

Question 205

22. What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
    A. Service offering
    B. Service provision
    C. Service management
    D. Service consumption

Answer 205

C. Service management

Question 206

23. What are guiding principles?
    A. A set of interconnected activities that help an organization deliver a valuable service
    B. A description of one or more services that help address the needs of a target consumer group
    C. A set of specialized organizational capabilities for enabling value for customers
    D. Recommendations that help an organization when adopting a service management approach

Answer 206

D. Recommendations that help an organization when adopting a service management approach

Question 207

25. Which guiding principle focuses on reducing costs and human errors?
    A. Focus on value
    B. Collaborate and promote visibility
    C. Optimize and automate
    D. Think and work holistically

Answer 207

C. Optimize and automate

Question 208

26. What is the purpose of the ‘incident management’ practice?
    A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
    B. To capture demand for incident resolution and service requests
    C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
    D. To support the agreed service quality by effective handling of all agreed user-initiated service requests

Answer 208

A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Question 209

27. How are target resolution times used in the ‘incident management’ practice?
    A. They are agreed, documented, and communicated to help set user expectations
    B. They are established, reviewed, and reported to ensure that customers are happy with the service
    C. They are initiated, approved, and managed to ensure that predictable responses are achieved
    D. They are scheduled, assessed and authorized to reduce the risk of service failures

Answer 209

A. They are agreed, documented, and communicated to help set user expectations

Question 210

28. 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

Answer 210

B. Focus on value

Question 211

29. 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

Answer 211

C. Progress iteratively with feedback

Question 212

31. Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?
    A. Define measurable targets
    B. Perform baseline assessments
    C. Execute improvement actions
    D. Evaluate measurements and metrics

Answer 212

D. Evaluate measurements and metrics

Question 213

32. 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

Answer 213

C. Service level management

Question 214

33. 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

Answer 214

A. Improvement ideas are documented, assessed and prioritized

Question 215

34. What can a service remove from the consumer and impose on the consumer?
    A. Utility
    B. Asset
    C. Cost
    D. Outcome

Answer 215

C. Cost

Question 216

35. In which step of the ‘continual improvement model’ is an improvement plan implemented?
    A. What is the vision?
    B. How do we get there?
    C. Take action
    D. Did we get there?

Answer 216

C. Take action

Question 217

36. Which is a purpose of the ‘service level management’ practice?
    A. To establish and nurture the links between the organization and its stakeholders
    B. To ensure that the organization’s suppliers and their performance are managed appropriately
    C. To support the agreed quality of a service by handling all agreed, user-initiated service requests
    D. To set clear business-based targets for service levels

Answer 217

C. A value stream

Question 218

37. What describes the steps needed to create and deliver a specific service to a consumer?
    A. Service management
    B. Practices
    C. A value stream
    D. Service level management

Answer 218

C. A value stream

Question 219

40. 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 fulfilment should be automated as much as possible
    C. Service requests that cannot be automated should be handled as problems
    D. Service requests and their fulfilment should be carried out by service desk staff without automation

Answer 219

B. Service requests and their fulfilment should be automated as much as possible

Question 220

1. Which guiding principle uses experience from one improvement activity to improve the next activity?
   A. Start where you are
   B. Progress iteratively with feedback
   C. Keep it simple and practical
   D. Optimize and automate

Answer 220

B. Progress iteratively with feedback

Question 221

2. Which practice has the purpose of ensuring that the organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?
   A. Release management
   B. Supplier management
   C. Service management
   D. Relationship management

Answer 221

B. Supplier management

Question 222

3. Which statement about change authorities is CORRECT?
   A. Change authorities are only required for authorizing emergency changes
   B. Change authorities are assigned when each change is deployed
   C. Change authorities are only required for authorizing normal changes
   D. Change authorities are assigned for each type of change and change model

Answer 222

D. Change authorities are assigned for each type of change and change model

Question 223

4. Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
   A. Service request management
   B. Service level management
   C. Incident management
   D. Change enablement

Answer 223

C. Incident management

Question 224

5. Which will NOT be handled as a service request?
   A. The degradation of a service
   B. The replacement of a toner cartridge
   C. The provision of a laptop
   D. A complaint about a support team

Answer 224

A. The degradation of a service

Question 225

7. A service offering may include goods, access to resources, and service actions. Which is an example of a service action?
   A. A mobile phone enables a user to work remotely
   B. A password allows a user connect to a WiFi network
   C. A license allows a user to install a software product
   D. A service desk agent provides support to a user

Answer 225

D. A service desk agent provides support to a user

Question 226

8. Which describes a CORRECT approach to change authorization?
   A. Changes included in the change schedule are pre-authorized and do not need additional authorization
   B. Normal changes should be assessed and authorized before they are deployed
   C. Emergency changes should be authorized by as many people as possible to reduce risk
   D. Normal changes are typically implemented as service requests and authorized by the service desk

Answer 226

B. Normal changes should be assessed and authorized before they are deployed

Question 227

9. Which statement about a service value stream is CORRECT?
   A. It uses prescriptive inputs and outputs
   B. It is a value chain activity
   C. It integrates practices for a specific scenario
   D. It is used to provide governance

Answer 227

A. It uses prescriptive inputs and outputs

Question 228

10. Which statement about outputs is CORRECT?
    A. They consist of several outcomes
    B. They capture customer demand for services
    C. They contribute to the achievement of outcomes
    D. They describe how the service performs

Answer 228

C. They contribute to the achievement of outcomes

Question 229

11. Which practice involves the management of vulnerabilities that have been analysed but not resolved?
    A. Change enablement
    B. Service request management
    C. Problem management
    D. Service level management

Answer 229

C. Problem management

Question 230

13. Which BEST describes the purpose of the ‘improve’ value chain activity?
    A. To organize a major improvement initiative into several smaller initiatives
    B. To make new and improved services and features available for use
    C. To ensure a shared understanding of the vision and improvement direction for all products and services
    D. To continually improve all products and services across all value chain activities

Answer 230

D. To continually improve all products and services across all value chain activities

Question 231

14. Which includes governance, management practices, and continual improvement?
    A. The service value system
    B. The ‘deliver and support’ value chain activity
    C. The ‘focus on value’ guiding principle
    D. The ‘value stream and processes’ dimension

Answer 231

A. The service value system

Question 232

16. Which practice is used to confirm customer requirements for services?
    A. Service request management
    B. Service level management
    C. Service desk
    D. Incident management

Answer 232

B. Service level management

Question 233

17. What is the definition of a problem?
    A. An unplanned interruption to a service, or reduction in the quality of a service
    B. A cause, or potential cause, of one or more incidents
    C. An incident for which a full resolution is not yet available
    D. Any change of state that has significance for the management of a configuration item (CI)

Answer 233

B. A cause, or potential cause, of one or more incidents

Question 234

18. 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

Answer 234

B. Design controls and metrics first, then remove those not adding value

Question 235

19. Which practice provides a communications point for users to report operational issues, queries and requests?
    A. Incident management
    B. Continual improvement
    C. Service desk
    D. Relationship management

Answer 235

C. Service desk

Question 236

20. What are typically recognized through notifications created by an IT service, CI or monitoring tool?
    A. Incidents
    B. Problems
    C. Events
    D. Requests

Answer 236

C. Events

Question 237

21. Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
    A. Organizations and people
    B. Information and technology
    C. Partners and suppliers
    D. Value streams and processes

Answer 237

A. Organizations and people

Question 238

22. What is utility?
    A. The functionality offered by a service to meet a particular need
    B. Assurance that a service will meet agreed requirements
    C. The amount of money spent on a specific activity or resource
    D. The perceived benefits, usefulness and importance of something

Answer 238

A. The functionality offered by a service to meet a particular need

Question 239

28. Which principle concentrates on service consumers?
    A. Start where you are
    B. Optimize and automate
    C. Keep it simple
    D. Focus on value

Answer 239

D. Focus on value

Question 240

37. Which practice identifies metrics that reflect the customers experience of a service?
    A. Continual improvement
    B. Service desk
    C. Service level management
    D. Problem management

Answer 240

B. Service desk

Question 241

38. What type of change is MOST likely to be managed as a service request?
    A. A standard change
    B. A normal change
    C. An emergency change
    D. An organizational change

Answer 241

A. A standard change

Question 242

1. Which statement about ‘continual improvement’ is CORRECT?
   A. All improvement ideas should be logged in a single ‘continual improvement register’
   B. A single team should carry out ‘continual improvement’ across the organization
   C. Continual improvement’ should have minimal interaction with other practices
   D. Everyone in the organization is responsible for some aspects of ‘continual improvement’

Answer 242

D. Everyone in the organization is responsible for some aspects of ‘continual improvement’

Question 243

2. Which step of the continual improvement model includes baseline assessments?
   A. Did we get there?
   B. Where are we now?
   C. What is the vision?
   D. Where do we want to be?

Answer 243

B. Where are we now?

Question 244

3. Which describes a ‘change authority’?
   A. A model used to determine who will assess a change
   B. A person who approves a change
   C. A tool used to help plan changes
   D. A way to manage the people aspects of change

Answer 244

B. A person who approves a change

Question 245

4. Which is NOT a component of the service value system?
   A. The service value chain
   B. Opportunity and demand
   C. Continual improvement
   D. Governance

Answer 245

B. Opportunity and demand

Question 246

5. Which dimension considers data security and privacy?
   A. Organizations and people
   B. Information and technology
   C. Partners and suppliers
   D. Value streams and processes

Answer 246

B. Information and technology

Question 247

6. Which describes the utility of a service?
   A. A service that is fit for use
   B. A service that meets its service level targets
   C. A service that increases constraints on the consumer
   D. A service that supports the performance of the consumer

Answer 247

B. A service that meets its service level targets

Question 248

7. Which practice has a strong influence on the user experience and perception of the service provider?
   A. Service desk
   B. Change enablement
   C. Service level management
   D. Supplier management

Answer 248

A. Service desk

Question 249

8. Which statement about service relationship management is CORRECT?
   A. It focuses on the service actions performed by users
   B. It requires the service consumer to create resources for the service provider
   C. It requires co-operation of both the service provider and service consumer
   D. It focuses on the fulfilment of the agreed service actions

Answer 249

C. It requires co-operation of both the service provider and service consumer

Question 250

9. What is the MOST important reason for prioritizing incidents?
   A. To ensure that user expectations are realistic
   B. To ensure that incidents with highest impact are resolved first
   C. To help information-sharing and learning
   D. To provide links to related changes and known errors

Answer 250

B. To ensure that incidents with highest impact are resolved first

Question 251

10. Which ‘service level management’ activity helps staff to deliver a more business- focused service?
    A. Creating targets based on the percentage of uptime of a service
    B. Understanding the ongoing requirements of customers
    C. Using complex technical terminology in service level agreements (SLAs)
    D. Measuring low-level operational activities

Answer 251

B. Understanding the ongoing requirements of customers

Question 252

11. Which practice has a purpose that includes the handling of pre-defined, user- initiated demands for service?
    A. Service request management
    B. Service configuration management
    C. Deployment management
    D. Change enablement

Answer 252

A. Service request management

Question 253

12. What is defined as an unplanned interruption or reduction in the quality of a service?
    A. An incident
    B. A problem
    C. A change
    D. An event

Answer 253

A. An incident

Question 254

13. Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
    A. Progress iteratively with feedback
    B. Collaborate and promote visibility
    C. Think and work holistically
    D. Keep it simple and practical

Answer 254

D. Keep it simple and practical

Question 255

14. What is the purpose of the ‘monitoring and event management’ practice?
    A. To restore normal service operation as quickly as possible
    B. To manage workarounds and known errors
    C. To capture demand for incident resolution and service requests
    D. To systematically observe services and service components

Answer 255

D. To systematically observe services and service components

Question 256

15. Which statement about outcomes is CORRECT?
    A. Outcomes rely on outputs to deliver results for a stakeholder
    B. Outcomes use activities to produce tangible or intangible deliverables
    C. Outcomes give service consumers assurance of products or services
    D. Outcomes help a service consumer to assess the cost of a specific activity

Answer 256

A. Outcomes rely on outputs to deliver results for a stakeholder

Question 257

16. Which skill is required by the ‘service level management’ practice?
    A. Supplier management
    B. Technical expertise
    C. Event monitoring
    D. Problem management

Answer 257

A. Supplier management

Question 258

17. Which statement about the ‘continual improvement model’ is CORRECT?
    A. Organizations should work through the steps of the model in the sequence in which they are presented
    B. The flow of the model helps organizations to link improvements to its goals
    C. The model is applicable to only certain parts of the service value system
    D. Organizations should use an additional model or method to link improvements to customer value

Answer 258

B. The flow of the model helps organizations to link improvements to its goals

Question 259

18. What is the definition of warranty?
    A. A means of identifying events that could cause harm or loss
    B. A means of determining whether a service is fit for purpose
    C. A means of identifying a result for a stakeholder
    D. A means of determining whether a service is fit for use

Answer 259

D. A means of determining whether a service is fit for use

Question 260

19. Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?
    A. Change enablement
    B. Problem management
    C. Information security management
    D. Service configuration management

Answer 260

C. Information security management

Question 261

20. Which will NOT be handled as a service request?
    A. The degradation of a service
    B. The replacement of a toner cartridge
    C. The provision of a laptop
    D. A complaint about a support team

Answer 261

A. The degradation of a service

Question 262

21. Which is provided by the ‘engage’ value chain activity?
    A. Ensuring that stakeholder expectations for quality are met
    B. Ensuring that stakeholder needs are understood by the organization
    C. Ensuring that service components are available when needed
    D. Ensuring that services are operated to meet agreed specifications

Answer 262

B. Ensuring that stakeholder needs are understood by the organization

Question 263

22. Which is part of the ‘focus on value’ guiding principle?
    A. Understanding what services help the service consumer
    B. Reducing the number of steps in the customer experience
    C. Assessing services to identify parts that can be reused
    D. Identifying activities that can be achieved in smaller iterations

Answer 263

A. Understanding what services help the service consumer

Question 264

23. Which is part of the definition of a customer?
    A. The role that defines the requirements for a service
    B. A means of enabling value co-creation
    C. The role that authorizes budget for service consumption
    D. A set of specialized organizational capabilities for enabling value

Answer 264

A. The role that defines the requirements for a service

Question 265

24. Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
    A. Focus on value
    B. Start where you are
    C. Think and work holistically
    D. Keep it simple and practical

Answer 265

C. Think and work holistically

Question 266

25. Identify the missing words in the following sentence.
    The ‘incident management’ practice should maintain [?] for logging and managing incidents.
    A. a dedicated team
    B. a formal process
    C. detailed procedures
    D. a value chain activity

Answer 266

C. detailed procedures

Question 267

26. An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
    A. Collaborate and promote visibility
    B. Start where you are
    C. Focus on value
    D. Keep it simple and practical

Answer 267

A. Collaborate and promote visibility

Question 268

27. What is the purpose of the ‘deployment management’ practice?
    A. To make new and changed services and features available for use
    B. To move new or changed components to live environments
    C. To plan and manage the full lifecycle of all IT assets
    D. To protect the information needed by the organization to conduct its business

Answer 268

D. To protect the information needed by the organization to conduct its business

Question 269

28. Which is an activity of ‘problem identification’?
    A. Analysing information from software developers
    B. Establishing problem workarounds
    C. Analysing the cause of problems
    D. Establishing potential permanent solutions

Answer 269

A. Analysing information from software developers

Question 270

29. Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
    A. Service configuration management
    B. Service desk
    C. Problem management
    D. Deployment management

Answer 270

B. Service desk

Question 271

30. Which statement about standard changes is CORRECT?
    A. A full assessment should be completed each time the change is implemented
    B. The change can be implemented with less testing if necessary
    C. The appropriate change authority should be assigned to each type of change
    D. The change does not require additional authorization

Answer 271

D. The change does not require additional authorization

Question 272

31. Which TWO are considered part of the ‘organizations and people’ dimension of service management?
32. Systems of authority
33. Culture
34. Relationships between organizations
35. Workflows
    A. 1 and 2
    B. 2 and 3
    C. 3 and 4
    D. 1 and 4

Answer 272

A. 1 and 2

Question 273

32. Which guiding principle focuses on reducing costs and human errors?
    A. Focus on value
    B. Collaborate and promote visibility
    C. Optimize and automate
    D. Think and work holistically

Answer 273

C. Optimize and automate

Question 274

33. 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

Answer 274

D. A service interruption resolved by the use of self-help tools

Question 275

34. Which statement about the ‘service request management’ practice is CORRECT?
    A. Service requests are fulfilled using simple workflows
    B. A new workflow is created for each type of request
    C. Additional approval is sometimes needed for restoration of service
    D. Financial authorization is sometimes required for service requests

Answer 275

A. Service requests are fulfilled using simple workflows

Question 276

1. What must always be done before an activity is automated?
   A. Check that the activity has already been optimized
   B. Check that suitable new technology has been purchased
   C. Ensure that DevOps has been successfully implemented
   D. Ensure the solution removes the need for human intervention

Answer 276

A. Check that the activity has already been optimized

Question 277

2. Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
   A. Information security management
   B. Continual improvement
   C. Monitoring and event management
   D. Service level management

Answer 277

A. Information security management

Question 278

3. 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 time

Answer 278

C. To streamline the fulfillment workflow

Question 279

4. 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

Answer 279

D. To help manage normal changes

Question 280

5. 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

Answer 280

C. Service level management

Question 281

6. Identify the missing words in the following sentence.
   A User is [?] that uses services.
   A. an organization
   B. a role
   C. a team
   D. a supplier

Answer 281

B. a role

Question 282

7. Which role approves the cost of services?
   A. User
   B. Change authority
   C. Sponsor
   D. Customer

Answer 282

C. Sponsor

Question 283

8. 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, fulfil
   D. Acknowledge, classify, own

Answer 283

D. Acknowledge, classify, own

Question 284

9. 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

Answer 284

C. Customer requirements

Question 285

10. Which describes the utility of a service?
    A. A service that is fit for use
    B. A service that meets its service level targets
    C. A service that increases constraints on the consumer
    D. A service that supports the performance of the consumer

Answer 285

B. A service that meets its service level targets

Question 286

11. Which is included in the purpose of the ‘service level management’ practice?
    A. To maximize the number of successful service and product changes
    B. To ensure accurate information about the configuration of services is available
    C. To set clear business-based targets for service levels
    D. To ensure that suppliers and their performance are managed appropriately

Answer 286

C. To set clear business-based targets for service levels

Question 287

12. 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

Answer 287

D. Investigating a major incident

Question 288

13. Which value chain activity ensures that service components meet agreed specifications?
    A. Plan
    B. Design and transition
    C. Obtain/build
    D. Deliver and support

Answer 288

B. Design and transition

Question 289

14. Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
    A. Supplier management
    B. Change enablement
    C. Relationship management
    D. Service desk

Answer 289

C. Relationship management

Question 290

15. What includes governance as a component?
    A. Practices
    B. The service value chain
    C. The service value system
    D. The guiding principles

Answer 290

C. The service value system

Question 291

16. 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

Answer 291

D. Problem management

Question 292

17. What is the definition of a known error?
    A. An unplanned interruption to a service, or reduction in the quality of a service
    B. A cause, or potential cause, of one or more incidents
    C. A problem that has been analysed and has not been resolved
    D. Any change of state that has significance for the management of a service or other configuration item (CI)

Answer 292

C. A problem that has been analysed and has not been resolved

Question 293

18. 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 visibility

Answer 293

A. Focus on value

Question 294

19. Which will NOT be handled as a service request?
    A. The degradation of a service
    B. The replacement of a toner cartridge
    C. The provision of a laptop
    D. A complaint about a support team

Answer 294

A. The degradation of a service

Question 295

20. What are typically recognized through notifications created by an IT service, CI or monitoring tool?
    A. Incidents
    B. Problems
    C. Events
    D. Requests

Answer 295

C. Events

Question 296

21. Which dimension considers data security and privacy?
    A. Organizations and people
    B. Information and technology
    C. Partners and suppliers
    D. Value streams and processes

Answer 296

B. Information and technology

Question 297

22. Which term relates to service levels aligned with the needs of service consumers?
    A. Service management
    B. Warranty
    C. Cost
    D. Utility

Answer 297

D. Utility

Question 298

23. Which directly assists with the diagnosis and resolution of simple incidents?
    A. Scripts for collecting user information
    B. Use of shift working patterns
    C. Fulfilment of service requests
    D. Creation of a temporary team

Answer 298

A. Scripts for collecting user information

Question 299

24. What are guiding principles?
    A. A set of interconnected activities that help an organization deliver a valuable service
    B. A description of one or more services that help address the needs of a target consumer group
    C. A set of specialized organizational capabilities for enabling value for customers
    D. Recommendations that help an organization when adopting a service management approach

Answer 299

D. Recommendations that help an organization when adopting a service management approach

Question 300

25. 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

Answer 300

B. Design controls and metrics first, then remove those not adding value

Question 301

26. What is the purpose of the ‘problem management’ practice?
    A. To protect the information needed by the organization to conduct its business
    B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
    C. To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
    D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Answer 301

B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

Question 302

27. Which practice forms a link between the service provider and the users of services?
    A. Change enablement
    B. Service level management
    C. Problem management
    D. Service desk

Answer 302

D. Service desk

Question 303

28. Which is a purpose of release management?
    A. To protect the organization’s information
    B. To handle user-initiated service requests
    C. To make new and changed services available for use
    D. To move hardware and software to live environments

Answer 303

C. To make new and changed services available for use

Question 304

29. What is recommended by the guiding principle ‘progress iteratively with feedback’?
    A. A current state assessment that is carried out at the start of an improvement initiative
    B. The identification of all interested parts at the start of a improvement initiative
    C. An improvement initiative that is broken into a number of manageable sections
    D. An assessment of how all the parts of an organization will affect an improvement initiative

Answer 304

C. An improvement initiative that is broken into a number of manageable sections

Question 305

30. Which guiding principle considers customer and user experience?
    A. Collaborate and promote visibility
    B. Focus on value
    C. Start where you are
    D. Keep it simple and practical

Answer 305

B. Focus on value

Question 306

31. Which statement about the ‘change enablement’ practice is
    CORRECT?
    A. Service requests are usually normal changes that can be implemented quickly without authorization
    B. Emergency changes are changes that must be fully tested and fully documented prior to implementation
    C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
    D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Answer 306

D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Question 307

32. Which of these activities is carried out as part of ‘problem management’?
    A. Creating incident records
    B. Diagnosing and resolving incidents
    C. Escalating incidents to a support team for resolution
    D. Trend analysis of incident records

Answer 307

D. Trend analysis of incident records

Question 308

33. Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?
    A. Define measurable targets
    B. Perform baseline assessments
    C. Execute improvement actions
    D. Evaluate measurements and metrics

Answer 308

D. Evaluate measurements and metrics

Question 309

34. What can a service remove from the consumer and impose on the consumer?
    A. Utility
    B. Asset
    C. Cost
    D. Outcome

Answer 309

C. Cost

Question 310

35. What does ‘change enablement’ PRIMARILY focus on?
    A. Changes to service levels
    B. Changes to products and services
    C. Changes to organizational structure
    D. Changes to skills and competencies

Answer 310

B. Changes to products and services

Question 311

36. Identify the missing word(s) in the following sentence.
    The service desk should be the entry point and single point of contact for the [?] with all of its users.
    A. Service consumer
    B. Service provider
    C. Customer
    D. Supplier

Answer 311

B. Service provider

Question 312

37. Which is handled as a service request?
    A. An investigation to identify the cause of an incident
    B. A compliment about an IT support team
    C. The failure of an IT service
    D. An emergency change to implement a security patch

Answer 312

B. A compliment about an IT support team

Question 313

38. Which is a key requirement for a successful service level agreement (SLA)?
    A. Using individual metrics that relate to the service catalogue
    B. Using bundled metrics to relate performance to outcomes
    C. Using single-system-based metrics that relate to outputs
    D. Using an agreement between the service provider and service supplier

Answer 313

A. Using individual metrics that relate to the service catalogue

Question 314

39. Which is considered by the ‘partners and suppliers’ dimension?
    A. Using artificial intelligence
    B. Defining controls and procedures
    C. Using formal roles and responsibilities
    D. Working with an integrator to manage relationships

Answer 314

D. Working with an integrator to manage relationships

Question 315

40. Which practice recommends using tools for collaboration and the automated matching of symptoms?
    A. Problem management
    B. Service level management
    C. Incident management
    D. Service request management

Answer 315

C. Incident management

Question 316

1. Which helps to manage an incident when it is unclear which support team should be working on the incident?
   A. Disaster recovery plans
   B. Swarming
   C. Target resolution times
   D. Self-help

Answer 316

B. Swarming

Question 317

2. Which statement about the ‘continual improvement’ practice is CORRECT?
   A. Continual improvement participation should be limited to a small dedicated team
   B. It is the role of senior management to authorize improvement initiatives
   C. Training should be provided to those involved in continual improvement
   D. A single continual improvement register should be maintained by senior management

Answer 317

B. It is the role of senior management to authorize improvement initiatives

Question 318

3. Which does the ITIL service value system discourage?
   A. Coordinated authorities and responsibilities
   B. Organizational silos
   C. Interfaces among practices
   D. Organizational agility

Answer 318

B. Organizational silos

Question 319

4. An SLA is a service level agreement.
   Which describes the ‘watermelon SLA’ effect?
   A. A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers’ experiences
   B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied
   C. SLA targets change very frequently, so that each report includes new measures and trends cannot be analysed
   D. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction

Answer 319

B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied

Question 320

5. Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
   A. Service level management
   B. Service desk
   C. Continual improvement
   D. Change enablement

Answer 320

A. Service level management

Question 321

6. What is a service?
   A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
   B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
   C. A tangible or intangible deliverable of an activity
   D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

Answer 321

B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

Question 322

7. Which TWO are important aspects of the ‘service request management’ practice?
8. Standardization and automation
9. Providing a variety of channels for access
10. Establishing a shared view of targets
11. Policies for approvals
    A. 1 and 2
    B. 2 and 3
    C. 3 and 4
    D. 1 and 4

Answer 322

D. 1 and 4

Question 323

8. What is required by all service desk staff?
   A. Excellent technical knowledge
   B. Root cause analysis skills
   C. Demonstration of emotional intelligence
   D. Knowledge of telephony technology

Answer 323

C. Demonstration of emotional intelligence

Question 324

9. Which term relates to service levels aligned with the needs of service consumers?
   A. Service management
   B. Warranty
   C. Cost
   D. Utility

Answer 324

D. Utility

Question 325

10. Which practice establishes a channel between the service provider and its users?
    A. Relationship management
    B. Change enablement
    C. Supplier management
    D. Service desk

Answer 325

D. Continual improvement

Question 326

11. 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

Answer 326

D. Continual improvement

Question 327

12. Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
    A. Relationship management
    B. Change enablement
    C. Release management
    D. Monitoring and event management

Answer 327

B. Change enablement

Question 328

13. What are guiding principles?
    A. A set of interconnected activities that help an organization deliver a valuable service
    B. A description of one or more services that help address the needs of a target consumer group
    C. A set of specialized organizational capabilities for enabling value for customers
    D. Recommendations that help an organization when adopting a service management approach

Answer 328

D. Recommendations that help an organization when adopting a service management approach

Question 329

14. Which practice provides users with a way to get various requests arranged, explained and coordinated?
    A. Service level management
    B. Relationship management
    C. Continual improvement
    D. Service desk

Answer 329

D. Service desk

Question 330

15. Which helps to streamline the fulfilment of service requests?
    A. Understanding which service requests can be accomplished with limited approvals
    B. Creating new workflows for every service request
    C. Separating requests relating to service failures from the degradation of services
    D. Eliminating service requests which have complex workflows

Answer 330

C. Separating requests relating to service failures from the degradation of services

Question 331

16. Which statement about outcomes is CORRECT?
    A. They are deliverables provided to service consumers
    B. They allow service consumers to achieve a desired result
    C. They provide products to service providers based on outputs
    D. They co-create value for service providers by reducing costs and risks

Answer 331

B. They allow service consumers to achieve a desired result

Question 332

17. Which guiding principle says that services and processes should NOT provide a solution for every exception?
    A. Keep it simple and practical
    B. Collaborate and promote visibility
    C. Think and work holistically
    D. Optimize and automate

Answer 332

A. Keep it simple and practical

Question 333

18. Identify the missing word in the following sentence.
    The purpose of the ‘supplier management’ practice is to ensure that the organizations suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
    A. measured
    B. rewarded
    C. managed
    D. defined

Answer 333

C. managed

Question 334

19. Identify the missing words in the following sentence.
    The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.
    A. relationships with suppliers
    B. configuration of services
    C. skills of people
    D. authorization of changes

Answer 334

B. configuration of services

Question 335

20. Which is considered by the ‘partners and suppliers’ dimension?
    A. Using artificial intelligence
    B. Defining controls and procedures
    C. Using formal roles and responsibilities
    D. Working with an integrator to manage relationships

Answer 335

D. Working with an integrator to manage relationships

Question 336

21. Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
    A. Incident management
    B. Monitoring and event management
    C. Service level management
    D. IT asset management

Answer 336

C. Service level management

Question 337

22. When should a workaround be created?
    A. As soon as possible, once the incident is logged
    B. After the resolution of a problem
    C. When a problem cannot be resolved quickly
    D. When a potential permanent solution has been identified

Answer 337

D. When a potential permanent solution has been identified

Question 338

23. What is a configuration item?
    A. Any financially valuable component that can contribute to the delivery of an IT product or service
    B. Any change of state that has significance for the management of a service
    C. Any component that needs to be managed in order to deliver an IT service
    D. A problem that has been analysed but has not been resolved

Answer 338

C. Any component that needs to be managed in order to deliver an IT service

Question 339

24. Identify the missing words in the following sentence.
    When an organization has decided to improve a service, it should start by considering [?].
    A. existing information
    B. new methods
    C. additional measurements
    D. revised processes

Answer 339

A. existing information

Question 340

25. Which is a use of the change schedule?
    A. Assigning resources to changes
    B. Deciding the approval authority for changes
    C. Automating the change process
    D. Creating change models

Answer 340

A. Assigning resources to changes

Question 341

26. Which dimension of service management considers the workflows and controls needed to deliver services?
    A. Organizations and people
    B. Information and technology
    C. Partners and suppliers
    D. Value streams and processes

Answer 341

D. Value streams and processes

Question 342

27. Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
    A. Focus on value
    B. Start where you are
    C. Think and work holistically
    D. Optimize and automate

Answer 342

D. Optimize and automate

Question 343

28. Which statement about the ‘incident management’ practice is CORRECT?
    A. It identifies the cause of major incidents
    B. It authorizes changes to resolve incidents
    C. It maintains detailed procedures for diagnosing incidents
    D. It resolves the highest impact incidents first

Answer 343

C. It maintains detailed procedures for diagnosing incidents

Question 344

29. How should an organization prioritize incidents?
    A. Ask the user for their preferred resolution timeframe
    B. Assess the availability of the appropriate support team
    C. Use an agreed classification which is based on the business impact of the incident
    D. Create an order of incidents based on the dates and times when they were logged

Answer 344

C. Use an agreed classification which is based on the business impact of the incident

Question 345

30. Which is a purpose of the ‘relationship management’ practice?
    A. To systematically observe services and service components
    B. To protect the information needed by the organization to conduct its business
    C. To be the entry point and single point of contact for the service provider with all of its users
    D. To identify, analyse, monitor, and continually improve links with stakeholders

Answer 345

D. To identify, analyse, monitor, and continually improve links with stakeholders

Question 346

31. Which statement about problems is CORRECT?
    A. Problems are not related to incidents
    B. Problems must be resolved quickly in order to restore normal business activity
    C. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis
    D. Problem prioritization involves risk assessment

Answer 346

D. Problem prioritization involves risk assessment

Question 347

32. Which is a risk that might be removed from a service consumer by an IT service?
    A. Service provider ceasing to trade
    B. Security breach
    C. Failure of server hardware
    D. Cost of purchasing servers

Answer 347

B. Security breach

Question 348

33. Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?
    A. Understanding the organization’s vision
    B. Understanding stakeholder needs
    C. Meeting stakeholder expectations
    D. Ensuring service components are available

Answer 348

C. Meeting stakeholder expectations

Question 349

34. Which is a result of applying the guiding principle ‘progress iteratively with feedback’?
    A. The ability to discover and respond to failure earlier
    B. Standardization of practices and services
    C. Understanding the customer’s perception of value
    D. Understanding the current state and identifying what can be reused

Answer 349

A. The ability to discover and respond to failure earlier

Question 350

35. Which practice is responsible for moving new or changed components to live or other environments?
    A. Release management
    B. Deployment management
    C. Change enablement
    D. Supplier management

Answer 350

B. Deployment management

Question 351

36. Which should be handled by ‘service request management’?
    A. A request to implement a security patch
    B. A request to provide a laptop
    C. A request to resolve an error in a service
    D. A request to change a target in a service level agreement

Answer 351

B. A request to provide a laptop

Question 352

37. What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?
    A. Restricting information about the improvement to essential stakeholders only
    B. Increasing collaboration and visibility for the improvement
    C. Involving customers after all planning has been completed
    D. Engaging every stakeholder group in the same way, with the same communication

Answer 352

B. Increasing collaboration and visibility for the improvement

Question 353

38. What can be described as an operating model for the creation and management of products and services?
    A. Governance
    B. Service value chain
    C. Guiding principles
    D. Practices

Answer 353

B. Service value chain

Question 354

39. What is the definition of a problem?
    A. An unplanned interruption to a service, or reduction in the quality of a service
    B. A cause, or potential cause, of one or more incidents
    C. An incident for which a full resolution is not yet available
    D. Any change of state that has significance for the management of a configuration item (CI)

Answer 354

B. A cause, or potential cause, of one or more incidents

Question 355

40. Which action is performed by a service provider?
    A. Requesting required service actions
    B. Authorizing budget for service consumption
    C. Ensuring access to agreed resources
    D. Receiving of the agreed goods

Answer 355

C. Ensuring access to agreed resources

Question 356

2. Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
   A. Information security management
   B. Monitoring and event management
   C. Incident management
   D. Change control

Answer 356

B. Monitoring and event management

Question 357

3. Which is an example of a service request?
   A. A request for normal operation to be restored
   B. A request to implement a security patch
   C. A request for access to a file
   D. A request to investigate the cause of an incident

Answer 357

C. A request for access to a file

Question 358

4. Which of the four dimensions contributes MOST to defining activities needed to deliver services?
   A. Organizations and people
   B. Information and technology
   C. Partners and suppliers
   D. Value streams and processes

Answer 358

D. Value streams and processes

Question 359

5. Which describes a standard change?
   A. 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
   C. A high-risk change that needs very thorough assessment
   D. A change that must be implemented as soon as possible

Answer 359

B. A change that is typically implemented as a service request

Question 360

6. 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

Answer 360

A. It enables quick and efficient diagnosis of incidents

Question 361

7. Which practice owns and manages issues, queries and requests from users?
   A. Incident management
   B. Service desk
   C. Change control
   D. Problem management

Answer 361

B. Service desk

Question 362

8. What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
   A. An IT asset
   B. A customer
   C. A configuration item (CI)
   D. A user

Answer 362

B. A customer

Question 363

9. Which stakeholders co-create value in a service relationship?
   A. Investor and supplier
   B. Consumer and provider
   C. Provider and supplier
   D. Investor and consumer

Answer 363

B. Consumer and provider

Question 364

10. Which is part of the value proposition of a service?
    A. Costs removed from the consumer by the service
    B. Costs imposed on the consumer by the service
    C. Outputs of the service received by the consumer
    D. Risks imposed on the consumer by the service

Answer 364

A. Costs removed from the consumer by the service

Question 365

11. Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
    A. Problem identification
    B. Problem control
    C. Error control
    D. Problem analysis

Answer 365

C. Error control

Question 366

12. What is included in the purpose of the ‘release management’ practice?
    A. Ensuring information about services is available
    B. Moving new software to live environments
    C. Making new features available for use
    D. Authorizing changes to proceed

Answer 366

C. Making new features available for use

Question 367

13. Why should a service level agreement include bundles of metrics?
    A. To reduce the number of metrics that need to be measured and reported
    B. To ensure that all services are included in the service reports
    C. To ensure that the service levels have been agreed with customers
    D. To help focus on business outcomes, rather than operational results

Answer 367

D. To help focus on business outcomes, rather than operational results

Question 368

14. Which describes normal changes?
    A. Changes that are low-risk and pre-authorized
    B. Changes that need to be scheduled and assessed following a process
    C. Changes that are typically initiated as service requests
    D. Changes that must be implemented as soon as possible

Answer 368

B. Changes that need to be scheduled and assessed following a process

Question 369

15. 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

Answer 369

C. Value realization

Question 370

16. Which statement about outcomes is CORRECT?
    A. Outcomes are one or more services that fulfil 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

Answer 370

B. Service providers help service consumers achieve outcomes

Question 371

17. Which skill is an essential part of the ‘service level management’ practice?
    A. Technical knowledge
    B. Listening
    C. Diagnosis
    D. Problem analysis

Answer 371

B. Listening

Question 372

18. What are the three phases of ‘problem management’?
    A. Problem logging, problem classification, problem resolution
    B. Incident management, problem management, change control
    C. Problem identification, problem control, error control
    D. Problem analysis, error identification, incident resolution

Answer 372

C. Problem identification, problem control, error control

Question 373

20. Identify the missing word in the following sentence. An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
    A. Consider
    B. Re-use
    C. Discard
    D. Improve

Answer 373

A. Consider

Question 374

21. For which purpose would the continual improvement practice use a SWOT analysis?
    A. Understanding the current state
    B. Defining the future desired state
    C. Tracking and managing ideas
    D. Ensuring everyone actively participates

Answer 374

A. Understanding the current state

Question 375

22. What is the difference between the ‘incident management’ and ‘service desk’ practices?
    A. Incident management restores service operation, service desk provides communication with users
    B. Incident management resolves complex issues, service desk resolves simpler issues
    C. Incident management resolves issues, service desk investigates the underlying causes of issues
    D. Incident management manages interruptions to services, service desk monitors achieved service quality

Answer 375

A. Incident management restores service operation, service desk provides communication with users

Question 376

23. Which step of the ‘continual improvement model’ defines measurable targets?
    A. What is the vision?
    B. Where are we now?
    C. Where do we want to be?
    D. How do we get there?

Answer 376

C. Where do we want to be?

Question 377

24 Which is a purpose of the ‘engage’ value chain activity?
A. Meeting expectations for quality, costs and time-to-market
B. Providing transparency and good relationships
C. Ensuring the continual improvement of services
D. Ensuring that the organization’s vision is understood

Answer 377

B. Providing transparency and good relationships

Question 378

25. 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. CIs
    C. customers
    D. assets

Answer 378

B. CIs

Question 379

26. 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

Answer 379

A. How all the components and activities of the organization work together as a system to enable value creation

Question 380

27. Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
    A. Problem management
    B. Supplier management
    C. Release management
    D. Service desk

Answer 380

D. Service desk

Question 381

28. What is defined as any component that needs to be managed in order to deliver an IT service?
    A. A service requests
    B. A configuration item (CI)
    C. An incident
    D. An IT asset

Answer 381

B. A configuration item (CI)

Question 382

29. Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
    A. Progress iteratively with feedback
    B. Focus on value
    C. Think and work holistically
    D. Keep it simple and practical

Answer 382

D. Keep it simple and practical

Question 383

30. Which TWO BEST describe the guiding principles?
31. Short-term
32. Standards
33. Recommendations
34. Long-term
    A. 1 and 2
    B. 2 and 3
    C. 3 and 4
    D. 1 and 4

Answer 383

B. 2 and 3

Question 384

31. Which BEST describes the focus of the ‘think and work holistically’ principle?
    A. Integrating an organization’s activities to deliver value
    B. Considering the existing organizational assets before building something new
    C. Breaking down large initiatives into smaller pieces of work
    D. Eliminating unnecessary steps to deliver valuable outcomes

Answer 384

A. Integrating an organization’s activities to deliver value

Question 385

32. Which practice has a purpose that includes managing authentication and nonrepudiation?
    A. Information security management
    B. Change enablement
    C. Service configuration management
    D. IT asset management

Answer 385

A. Information security management

Question 386

33. Which of the following is the MOST important for effective incident management?
    A. Collaboration tools and techniques
    B. Balanced scorecard review
    C. Automated pipelines
    D. A variety of access channels

Answer 386

A. Collaboration tools and techniques

Question 387

34. Which practice handles all pre-defined user-initiated service actions?
    A. Deployment management
    B. Incident management
    C. Service level management
    D. Service request management

Answer 387

D. Service request management

Question 388

35. Which is the FIRST thing to consider when focusing on value?
    A. Understanding what is valuable to the service consumer
    B. Defining customer experience and user experience
    C. Ensuring value is co-created by improvement initiatives
    D. Identifying the service consumer who will receive value

Answer 388

D. Identifying the service consumer who will receive value

Question 389

36. Which TWO statements about the ‘service request management’ practice are CORRECT?
37. Service requests are part of normal service delivery
38. Complaints can be handled as service requests
39. Service requests result from a failure in service
40. Normal changes should be handled as service requests
    A. 1 and 2
    B. 2 and 3
    C. 3 and 4
    D. 1 and 4

Answer 389

A. 1 and 2

Question 390

37. What is an IT asset?
    A. Any financially valuable component that can contribute to delivery of an IT product or service
    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. The removal of anything that could have a direct or indirect effect on services

Answer 390

A. Any financially valuable component that can contribute to delivery of an IT product or service

Question 391

38. Which dimension includes a workflow management system?
    A. Organizations and people
    B. Partners and suppliers
    C. Information and technology
    D. Value streams and processes

Answer 391

D. Value streams and processes

Question 392

39. 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. costs
    C. utility
    D. warranty

Answer 392

B. costs

Question 393

40. Which of these should be logged and managed as a problem?
    A. A user requests delivery of a laptop
    B. A monitoring tool detects a change of state for a service
    C. Trend analysis shows a large number of similar incidents
    D. ‘Continual improvement’ needs to prioritize an improvement opportunity

Answer 393

C. Trend analysis shows a large number of similar incidents

Question 394

41. In which TWO situations should the ITIL guiding principles be considered?
42. In every initiative
43. In relationships with all stakeholders
44. Only in specific initiatives where the principle is relevant
45. Only in specific stakeholder relationships where the principle is relevant
    A. 1 and 2
    B. 2 and 3
    C. 3 and 4
    D. 1 and 4

Answer 394

A. 1 and 2

Question 395

42. Identify the missing word(s) in the following sentence. A(n) [?] is the cause, or potential cause, of one or more incidents.
    A. Known error
    B. Change
    C. Event
    D. Problem

Answer 395

D. Problem

Question 396

43. Which is the FIRST action when optimizing a service?
    A. Implement the improvements
    B. Assess the current state
    C. Understand the organizational context
    D. Agree the future state

Answer 396

C. Understand the organizational context

Question 397

44. Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
    A. Service request management
    B. Change enablement
    C. Service level management
    D. Incident management

Answer 397

B. Change enablement

Question 398

45. Which is a financially valuable component that can contribute to the delivery of a service?
    A. Configuration item
    B. Service offering
    C. Sponsor
    D. IT asset

Answer 398

D. IT asset

Question 399

46. Which is described by the ‘organizations and people’ dimension of service management?
    A. Workflows and controls
    B. Communication and collaboration
    C. Inputs and outputs
    D. Contracts and agreements

Answer 399

B. Communication and collaboration

Question 400

47. What is the customer of a service responsible for?
    A. Defining the requirements for the service
    B. Authorizing the budget for the service
    C. Using the service
    D. Provisioning the service

Answer 400

A. Defining the requirements for the service

Question 401

23. Which term is used to describe removing something that could have an effect on a service?
    A. An IT asset
    B. A problem
    C. A change
    D. An incident

Answer 401

C. A change

Question 402

48. Which guiding principle recommends coordinating all 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

Answer 402

C. Think and work holistically

Question 403

49. What is the purpose of the ‘relationship management’ practice?
    A. To establish and nurture the links between the organization and its stakeholders
    B. To align the organization’s practices and services with changing business needs
    C. To set clear business-based targets for service performance
    D. To support the agreed quality of a service handling all agreed, user-initiated service requests

Answer 403

A. To establish and nurture the links between the organization and its stakeholders

Question 404

50. 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

Answer 404

D. Leverage existing workflows whenever possible

Question 405

51 What is the purpose of the ‘information security management’ practice?
A. To protect the information needed by the organization to conduct its business
B. To observe services and service components
C. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
D. To plan and manage the full lifecycle of all IT assets

Answer 405

A. To protect the information needed by the organization to conduct its business

Question 406

52. 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. measurement
    B. tools
    C. plans
    D. process

Answer 406

A. measurement

Question 407

53. 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

Answer 407

D. By optimizing as much as possible first

Question 408

54. How is a ‘continual improvement register’ used?
    A. To authorize changes to implement improvement initiatives
    B. To organize past, present, and future improvement ideas
    C. To provide a structured approach to implementing improvements
    D. To record requests for provision of a resource or service

Answer 408

C. To provide a structured approach to implementing improvements

Question 409

55. Which is an input to the service value system?
    A. The system of directing and controlling an organization
    B. Recommendations to help an organization in all aspects of its work
    C. A model to help meet stakeholders’ expectations
    D. A need from consumers for new or changed services

Answer 409

D. A need from consumers for new or changed services

Question 410

56. Which organization delivers outputs or outcomes of a service?
    A. A service provider delivers outputs of the service
    B. A service provider delivers outcomes of the service
    C. A service consumer delivers outputs of the service
    D. A service consumer delivers outcomes of the service

Answer 410

A. A service provider delivers outputs of the service

Question 411

57. Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?
    A. Service level management
    B. Supplier management
    C. Service desk
    D. Service request management

Answer 411

A. Service level management

Question 412

58. What is used as a tool to help define and measure performance?
    A. A service level agreement
    B. A continual improvement register
    C. An incident record
    D. A change schedule

Answer 412

A. A service level agreement

Question 413

59. Which statement about the inputs and outputs of the value chain activities is CORRECT?
    A. Inputs and outputs are fixed for each value chain activity
    B. Some value chain activities only have inputs, whereas others only have outputs C. The organization’s governance will determine the inputs and outputs of each value chain activity
    D. Each value chain activity receives inputs and provides outputs

Answer 413

D. Each value chain activity receives inputs and provides outputs

Question 414

60. 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 [?], and the CIs that support them, is available when and where it is needed.
    A. organizations
    B. outcomes
    C. IT assets
    D. services

Answer 414

D. services

Question 415

61. Which value chain activity is concerned with the availability of service components?
    A. Deliver and support
    B. Obtain/build
    C. Plan
    D. Design and transition

Answer 415

B. Obtain/build

Question 416

62. Which is the BEST type of resource for investigating complex incidents?
    A. Self-help systems
    B. Knowledgeable support staff
    C. Detailed work instructions
    D. Disaster recovery plans

Answer 416

D. Disaster recovery plans

Question 417

63. 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

Answer 417

A. Identifying and logging opportunities

Question 418

64. 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

Answer 418

B. Business analysis and commercial management

Question 419

65. When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
    A. Minimum viable product
    B. Feedback loop
    C. Analysis paralysis
    D. Direct observation

Answer 419

B. Feedback loop

Question 420

66. Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
    A. Deployment management
    B. Service configuration management
    C. Change enablement
    D. IT asset management

Answer 420

D. IT asset management

Question 421

67. What is MOST LIKELY to be handled as a service request?
    A. Managing an interruption to a service
    B. An emergency change to apply a security patch
    C. The implementation of a workaround
    D. Providing a virtual server for a development team

Answer 421

D. Providing a virtual server for a development team

Question 422

68. A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
    A. Incident management
    B. Problem management
    C. Change enablement
    D. Service request management

Answer 422

A. Incident management

Question 423

69. Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
    A. Service desk
    B. Continual improvement
    C. Problem management
    D. Service request management

Answer 423

A. Service desk

Question 424

1. Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
   A. Progress iteratively with feedback
   B. Keep it simple and practical
   C. Start where you are
   D. Focus on value

Answer 424

C. Start where you are

Question 425

2. 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

Answer 425

D. Change control

Question 426

3. 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

Answer 426

B. When the procedure for the standard change is created

Question 427

4. Which statement about emergency changes is CORRECT?
   A. The testing of emergency changes 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

Answer 427

B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

Question 428

5. 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

Answer 428

B. Service desk

Question 429

6. 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

Answer 429

A. Assurance that a product or service will meet agreed requirements

Question 430

7. 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

Answer 430

A. The management of resources configured to deliver the service

Question 431

8. 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

Answer 431

D. It should be re-prioritized as ideas are documented

Question 432

9. 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

Answer 432

A. Service value chain activities

Question 433

10. 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

Answer 433

A. The service desk should work in close collaboration with support and development teams

Question 434

11. 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

Answer 434

A. The service desk should work in close collaboration with support and development teams

Question 435

12. Which practice updates information relating to symptoms and business impact?
    A. Service level management
    B. Change control
    C. Service request management
    D. Incident management

Answer 435

D. Incident management

Question 436

13. 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

Answer 436

D. Service request management

Question 437

14. 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

Answer 437

D. Service request management

Question 438

15. 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

Answer 438

D. The four dimensions of service management

Question 439

16. 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

Answer 439

B. They should be well-known and proven

Question 440

17. What is defined as a cause, or potential cause, of one or more incidents?
    A. Change
    B. Event
    C. Known error
    D. Problem

Answer 440

D. Problem

Question 441

18. 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

Answer 441

C. Keep it simple and practical

Question 442

19. 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

Answer 442

A. Whenever the workaround is used

Question 443

20. 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

Answer 443

D. services

Question 444

21. 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

Answer 444

C. Information and technology

Question 445

22. What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
    A. Service management
    B. Continual improvement
    C. A service
    D. An IT asset

Answer 445

C. A service

Question 446

23. 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

Answer 446

C. A separate process

Question 447

24. 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

Answer 447

A. To help an organization make good decisions

Question 448

25. 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

Answer 448

D. Each iteration should be continually re-evaluated based on feedback

Question 449

26. What is the purpose of the ‘deployment management’ practice?
    A. To ensure services achieve agreed and expected performance
    B. To make new or changed services available for use
    C. To move new or changed components to live environments
    D. To set clear business-based targets for service performance

Answer 449

C. To move new or changed components to live environments

Question 450

27. 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

Answer 450

B. Requesting information about how to create a document

Question 451

28. Identify the missing word in the following sentence.
    The purpose of the supplier management practice is to ensure that the organizations suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.
    A. costs
    B. users
    C. value
    D. performances

Answer 451

D. performances

Question 452

29. 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

Answer 452

D. Focus on value at every step of the improvement

Question 453

30. Which guiding principle recommends standardizing and streamlining manual tasks?
    A. Optimize and automate
    B. Collaborate and promote visibility
    C. Focus on value
    D. Think and work holistically

Answer 453

A. Optimize and automate

Question 454

31. 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

Answer 454

C. The ‘continual improvement model’

Question 455

32. 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

Answer 455

B. It should be simply written and easy to understand

Question 456

33. 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

Answer 456

B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

Question 457

34. 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

Answer 457

C. By communicating constraints

Question 458

35. 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

Answer 458

C. The use of scripts

Question 459

36. 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

Answer 459

C. Problem management

Question 460

37. 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

Answer 460

C. Operational metrics

Question 461

38. 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

Answer 461

A. Incident analysis skills

Question 462

39. Which TWO statements about an organization’s culture are CORRECT?
40. It is created from shared values based on how it carries out its work
41. It is determined by the type of technology used to support services
42. It should be based on the culture of prospective suppliers
43. 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

Answer 462

D. 1 and 4

Question 463

40. 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

Answer 463

A. As soon as a solution for the problem has been identified

Question 464

1. 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

Answer 464

D. Continual improvement

Question 465

2. Which practice has a purpose that includes aligning the organization’s practices and services with changing business needs?
   A. Service level management
   B. Service configuration management
   C. Relationship management
   D. Continual improvement

Answer 465

D. Continual improvement

Question 466

3. How are target resolution times used in the ‘incident management’ practice?
   A. They are agreed, documented, and communicated to help set user expectations
   B. They are established, reviewed, and reported to ensure that customers are happy with the service
   C. They are initiated, approved, and managed to ensure that predictable responses are achieved
   D. They are scheduled, assessed and authorized to reduce the risk of service failures

Answer 466

A. They are agreed, documented, and communicated to help set user expectations

Question 467

4. 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 fulfilment workflow
   D. To set user expectations for fulfilment times

Answer 467

C. To streamline the fulfilment workflow

Question 468

5. Which practice involves the management of vulnerabilities that have been analysed but not resolved?
   A. Change control
   B. Service request management
   C. Problem management
   D. Service level management

Answer 468

C. Problem management

Question 469

6. What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
   A. Service offering
   B. Service provision
   C. Service management
   D. Service consumption

Answer 469

C. Service management

Question 470

7. Which gives a user access to a system?
   A. Service requirement
   B. Service agreement
   C. Service consumption
   D. Service provision

Answer 470

D. Service provision

Question 471

8. Which statement about managing incidents is CORRECT?
   A. Low impact incidents should be resolved efficiently, making logging unnecessary
   B. The ‘incident management’ practice should use a single process regardless of the impact of the incident
   C. Low impact incidents should be resolved efficiently so the resource required is reduced
   D. Incidents with the lowest impact should be resolved first

Answer 471

C. Low impact incidents should be resolved efficiently so the resource required is reduced

Question 472

9. Which statement about the service value chain is CORRECT?
   A. The service value chain converts value into demand
   B. Each value chain activity uses different combinations of practices to convert inputs into outputs
   C. Each value chain activity identifies a requirement for resources from an external supplier
   D. The service value chain uses value streams to describe a combination of consumers and providers

Answer 472

D. Service desk

Question 473

10. Which is the BEST description of the value of a service to a customer?
    A. The amount of money the customer pays for using the service
    B. The financial return the customer gets from using the service
    C. The outcomes the customer receives by using the service
    D. The customer’s perception of the benefits of using the service

Answer 473

D. The customer’s perception of the benefits of using the service

Question 474

11. Which describes normal changes?
    A. Changes that are low-risk and pre-authorized
    B. Changes that need to be scheduled and assessed following a process
    C. Changes that are typically initiated as service requests
    D. Changes that must be implemented as soon as possible

Answer 474

B. Changes that need to be scheduled and assessed following a process

Question 475

12. Which practice forms a link between the service provider and the users of services?
    A. Change control
    B. Service level management
    C. Problem management
    D. Service desk

Answer 475

D. Service desk

Question 476

13. Which value chain activity ensures that products meet stakeholder expectations for quality?
    A. Design and transition
    B. Engage
    C. Obtain/build
    D. Plan

Answer 476

A. Design and transition

Question 477

14. 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

Answer 477

A. The ITIL service value system

Question 478

15. What describes how components and activities work together to facilitate value creation?
    A. The ITIL service value system
    B. The ITIL guiding principles
    C. The four dimensions of service management
    D. A service relationship

Answer 478

A. The ITIL service value system

Question 479

16. Which practice involves the management of vulnerabilities that were not identified before the service went live?
    A. Service request management
    B. Problem management
    C. Change control
    D. Service level management

Answer 479

B. Problem management

Question 480

17. What is the definition of a problem?
    A. An unplanned interruption to a service, or reduction in the quality of a service
    B. A cause, or potential cause, of one or more incidents
    C. An incident for which a full resolution is not yet available
    D. Any change of state that has significance for the management of a configuration item (CI)

Answer 480

C. Measured data is always more accurate than direct observation

Question 481

18. 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

Answer 481

C. Measured data is always more accurate than direct observation

Question 482

19. 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

Answer 482

C. Service level management

Question 483

20. 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

Answer 483

D. services

Question 484

21. What should be considered as part of the ‘partners and suppliers’ dimension?
    A. The level of integration and formality involved in the relationships between organizations
    B. The activities, workflows, controls and procedures needed to achieve the agreed objectives
    C. The information created, managed and used in the course of service provision and consumption
    D. The required skills and competencies of teams and individual members of the organization

Answer 484

A. The level of integration and formality involved in the relationships between organizations

Question 485

22. What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
    A. Service management
    B. Continual improvement
    C. A service
    D. An IT asset

Answer 485

B. Listening

Question 486

23. Which skill is an essential part of the ‘service level management’ practice?
    A. Technical knowledge
    B. Listening
    C. Diagnosis
    D. Problem analysis

Answer 486

B. Listening

Question 487

24. How should the seven guiding principles be combined when an organization is making a decision?
    A. By using all the guiding principles equally when making any decision
    B. By using the one or two guiding principles that are most relevant to the specific decision
    C. By using the ‘focus on value’ principle and one or two others that are relevant to the specific decision
    D. Review each guiding principle to decide how relevant it is to the specific decision

Answer 487

D. Review each guiding principle to decide how relevant it is to the specific decision

Question 488

25. 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

Answer 488

C. Keep it simple and practical

Question 489

26. Which practice makes new services available for use?
    A. Change control
    B. Release management
    C. Deployment management
    D. IT asset management

Answer 489

B. Release management

Question 490

27. Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?
    A. Executing improvement actions
    B. Performing baseline assessments
    C. Defining the improvement plan
    D. Understanding the business mission

Answer 490

B. Performing baseline assessments

Question 491

28. What is the purpose of the ‘relationship management’ practice?
    A. To establish and nurture the links between the organization and its stakeholders
    B. To align the organization’s practices and services with changing business needs
    C. To set clear business-based targets for service performance
    D. To support the agreed quality of a service handling all agreed, user-initiated service requests

Answer 491

A. To establish and nurture the links between the organization and its stakeholders

Question 492

29. 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

Answer 492

B. Focus on value

Question 493

30. Which is a recommendation of the guiding principle ‘think and work holistically’?
    A. Conduct a review of existing service management practices and decide what to keep and what to discard
    B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
    C. Review service management practices and remove any unnecessary complexity
    D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Answer 493

D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Question 494

31. 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

Answer 494

C. The use of scripts

Question 495

32. Which of these activities is carried out as part of ‘problem management’?
    A. Creating incident records
    B. Diagnosing and resolving incidents
    C. Escalating incidents to a support team for resolution
    D. Trend analysis of incident records

Answer 495

D. Trend analysis of incident records

Question 496

33. Which statement about ‘continual improvement’ is CORRECT?
    A. All improvement ideas should be logged in a single ‘continual improvement register’
    B. A single team should carry out ‘continual improvement’ across the organization
    C. ‘Continual improvement’ should have minimal interaction with other practices
    D. Everyone in the organization is responsible for some aspects of ‘continual improvement’

Answer 496

D. Everyone in the organization is responsible for some aspects of ‘continual improvement’

Question 497

34. Which statement about outcomes is CORRECT?
    A. Outcomes are one or more services that fulfil 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

Answer 497

B. Service providers help service consumers achieve outcomes

Question 498

35. What impact does automation have on a service desk?
    A. Less low-level work and a greater ability to focus on user experience
    B. Increased phone contact and a reduced ability to focus on user experience
    C. Ability to work from multiple locations, geographically dispersed
    D. Ability to work from a single centralized location

Answer 498

C. Ability to work from multiple locations, geographically dispersed

Question 499

36. Identify the missing word(s) in the following sentence.
    The service desk should be the entry point and single point of contact for the [?] with all of its users.
    A. Service consumer
    B. Service provider
    C. Customer
    D. Supplier

Answer 499

B. Service provider

Question 500

37. Which statement about the ‘change control’ 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

Answer 500

C. Change control

Question 501

38. Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
    A. Deployment management
    B. Release management
    C. Change control
    D. Service configuration management

Answer 501

C. Change control

Question 502

39. Which dimension considers data security and privacy?
    A. Organizations and people
    B. Information and technology
    C. Partners and suppliers
    D. Value streams and processes

Answer 502

B. Information and technology

Question 503

40. What aspect of ‘service level management’ asks service consumers what their work involves and how technology helps them?
    A. Customer engagement
    B. Operational metrics
    C. Business metrics
    D. Customer feedback

Answer 503

A. Customer engagement

Question 504

1. 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
2. Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
   A. Information security management
   B. Monitoring and event management
   C. Incident management
   D. Change control
3. Which describes a standard change?
   A. 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
   C. A high-risk change that needs very thorough assessment
   D. A change that must be implemented as soon as possible
4. 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
5. Which practice owns and manages issues, queries and requests from users?
   A. Incident management
   B. Service desk
   C. Change control
   D. Problem management
6. What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
   A. An IT asset
   B. A customer
   C. A configuration item (CI)
   D. A user
7. Which stakeholders co-create value in a service relationship?
   A. Investor and supplier
   B. Consumer and provider
   C. Provider and supplier
   D. Investor and consumer
8. Which describes normal changes?
   A. Changes that are low-risk and pre-authorized
   B. Changes that need to be scheduled and assessed following a process
   C. Changes that are typically initiated as service requests
   D. Changes that must be implemented as soon as possible
9. 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
10. Which statement about outcomes is CORRECT?
    A. Outcomes are one or more services that fulfil 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

Answer 504

B. Service providers help service consumers achieve outcomes

Question 505

11. Which skill is an essential part of the ‘service level management’ practice?
    A. Technical knowledge
    B. Listening
    C. Diagnosis
    D. Problem analysis

Answer 505

B. Listening

Question 506

12. What are the three phases of ‘problem management’?
    A. Problem logging, problem classification, problem resolution
    B. Incident management, problem management, change control
    C. Problem identification, problem control, error control
    D. Problem analysis, error identification, incident resolution

Answer 506

C. Problem identification, problem control, error control

Question 507

13. Which is a purpose of the ‘engage’ value chain activity?
    A. Meeting expectations for quality, costs and time-to-market
    B. Providing transparency and good relationships
    C. Ensuring the continual improvement of services
    D. Ensuring that the organization’s vision is understood

Answer 507

B. Providing transparency and good relationships

Question 508

14. 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. CIs
    C. customers
    D. assets

Answer 508

B. CIs

Question 509

15. 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

Answer 509

A. How all the components and activities of the organization work together as a system to enable value creation?

Question 510

16. Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
    A. Problem management
    B. Supplier management
    C. Release management
    D. Service desk

Answer 510

D. Service desk

Question 511

17. What is defined as any component that needs to be managed in order to deliver an IT service?
    A. A service requests
    B. A configuration item (CI)
    C. An incident
    D. An IT asset

Answer 511

B. A configuration item (CI)

Question 512

18. Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
    A. Progress iteratively with feedback
    B. Focus on value
    C. Think and work holistically
    D. Keep it simple and practical

Answer 512

D. Keep it simple and practical

Question 513

19. Which TWO statements about the ‘service request management’ practice are CORRECT?
20. Service requests are part of normal service delivery
21. Complaints can be handled as service requests
22. Service requests result from a failure in service
23. Normal changes should be handled as service requests
    A. 1 and 2
    B. 2 and 3
    C. 3 and 4
    D. 1 and 4

Answer 513

A. 1 and 2

Question 514

20. What is an IT asset?
    A. Any financially valuable component that can contribute to delivery of an IT product or service
    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. The removal of anything that could have a direct or indirect effect on services

Answer 514

A. Any financially valuable component that can contribute to delivery of an IT product or service

Question 515

21. Which dimension includes a workflow management system?
    A. Organizations and people
    B. Partners and suppliers
    C. Information and technology
    D. Value streams and processes

Answer 515

D. Value streams and processes

Question 516

22. 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. costs
    C. utility
    D. warranty

Answer 516

B. costs

Question 517

23. Which of these should be logged and managed as a problem?
    A. A user requests delivery of a laptop
    B. A monitoring tool detects a change of state for a service
    C. Trend analysis shows a large number of similar incidents
    D. ‘Continual improvement’ needs to prioritize an improvement opportunity

Answer 517

C. Trend analysis shows a large number of similar incidents

Question 518

24. In which TWO situations should the ITIL guiding principles be considered?
25. In every initiative
26. In relationships with all stakeholders
27. Only in specific initiatives where the principle is relevant
28. Only in specific stakeholder relationships where the principle is relevant
    A. 1 and 2
    B. 2 and 3
    C. 3 and 4
    D. 1 and 4

Answer 518

A. 1 and 2

Question 519

25. Which guiding principle recommends coordinating all 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

Answer 519

C. Think and work holistically

Question 520

27. 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

Answer 520

D. Leverage existing workflows whenever possible

Question 521

28. What is the purpose of the ‘information security management’ practice?
    A. To protect the information needed by the organization to conduct its business
    B. To observe services and service components
    C. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
    D. To plan and manage the full lifecycle of all IT assets

Answer 521

A. To protect the information needed by the organization to conduct its business

Question 522

29. 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. measurement
    B. tools
    C. plans
    D. process

Answer 522

A. measurement

Question 523

30. 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

Answer 523

D. By optimizing as much as possible first

Question 524

31. 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

Answer 524

A. Identifying and logging opportunities

Question 525

32. 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

Answer 525

B. Business analysis and commercial management

Question 526

33. 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

Answer 526

C. Continual improvement

Question 527

34. 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

Answer 527

B. Costs removed from the consumer are part of the value proposition

Question 528

35. 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

Answer 528

D. The incident category

Question 529

37. 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

Answer 529

B. Progress iteratively with feedback

Question 530

38. 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

Answer 530

D. Using operational data to provide detailed service reports

Question 531

40. 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

Answer 531

C. The time needed to realistically deliver the service

Question 532

1. Which guiding principle uses experience from one improvement activity to improve the next activity?
   A. Start where you are
   B. Progress iteratively with feedback
   C. Keep it simple and practical
   D. Optimize and automate

Answer 532

B. Progress iteratively with feedback

Question 533

2. Which practice has the purpose of ensuring that the organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?
   A. Release management
   B. Supplier management
   C. Service management
   D. Relationship management

Answer 533

B. Supplier management

Question 534

3. Which statement about change authorities is CORRECT?
   A. Change authorities are only required for authorizing emergency changes
   B. Change authorities are assigned when each change is deployed
   C. Change authorities are only required for authorizing normal changes
   D. Change authorities are assigned for each type of change and change model

Answer 534

D. Change authorities are assigned for each type of change and change model

Question 535

4. Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
   A. Service request management
   B. Service level management
   C. Incident management
   D. Change enablement

Answer 535

C. Incident management

Question 536

5. Which will NOT be handled as a service request?
   A. The degradation of a service
   B. The replacement of a toner cartridge
   C. The provision of a laptop
   D. A complaint about a support team

Answer 536

A. The degradation of a service

Question 537

6. Identify the missing words in the following sentence.
   A user is [?] that uses services.
   A. an organization
   B. a role
   C. a team
   D. a supplier

Answer 537

B. a role

Question 538

7. A service offering may include goods, access to resources, and service actions. Which is an example of a service action?
   A. A mobile phone enables a user to work remotely
   B. A password allows a user connect to a WiFi network
   C. A license allows a user to install a software product
   D. A service desk agent provides support to a user

Answer 538

D. A service desk agent provides support to a user

Question 539

8. Which describes a CORRECT approach to change authorization?
   A. Changes included in the change schedule are pre-authorized and do not need additional authorization
   B. Normal changes should be assessed and authorized before they are deployed
   C. Emergency changes should be authorized by as many people as possible to reduce risk
   D. Normal changes are typically implemented as service requests and authorized by the service desk

Answer 539

B. Normal changes should be assessed and authorized before they are deployed

Question 540

9. Which statement about a service value stream is CORRECT?
   A. It uses prescriptive inputs and outputs
   B. It is a value chain activity
   C. It integrates practices for a specific scenario
   D. It is used to provide governance

Answer 540

A. It uses prescriptive inputs and outputs

Question 541

10. Which statement about outputs is CORRECT?
    A. They consist of several outcomes
    B. They capture customer demand for services
    C. They contribute to the achievement of outcomes
    D. They describe how the service performs

Answer 541

C. They contribute to the achievement of outcomes

Question 542

11. Which is an example of a business related measurement?
    A. The number of passengers checked in
    B. The average time to respond to change requests
    C. The average resolution time for incidents
    D. The number of problems resolved

Answer 542

A. The number of passengers checked in

Question 543

12. Which practice involves the management of vulnerabilities that have been analysed but not resolved?
    A. Change enablement
    B. Service request management
    C. Problem management
    D. Service level management

Answer 543

C. Problem management

Question 544

13. Which BEST describes the purpose of the ‘improve’ value chain activity?
    A. To organize a major improvement initiative into several smaller initiatives
    B. To make new and improved services and features available for use
    C. To ensure a shared understanding of the vision and improvement direction for all products and services
    D. To continually improve all products and services across all value chain activities

Answer 544

D. To continually improve all products and services across all value chain activities

Question 545

14. Which includes governance, management practices, and continual improvement?
    A. The service value system
    B. The ‘deliver and support’ value chain activity
    C. The ‘focus on value’ guiding principle
    D. The ‘value stream and processes’ dimension

Answer 545

A. The service value system

Question 546

16. Which practice is used to confirm customer requirements for services?
    A. Service request management
    B. Service level management
    C. Service desk
    D. Incident management

Answer 546

B. Service level management

Question 547

17. What is the definition of a problem?
    A. An unplanned interruption to a service, or reduction in the quality of a service
    B. A cause, or potential cause, of one or more incidents
    C. An incident for which a full resolution is not yet available
    D. Any change of state that has significance for the management of a configuration item (CI)

Answer 547

B. A cause, or potential cause, of one or more incidents

Question 548

18. 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

Answer 548

B. Design controls and metrics first, then remove those not adding value

Question 549

19. Which practice provides a communications point for users to report operational issues, queries and requests?
    A. Incident management
    B. Continual improvement
    C. Service desk
    D. Relationship management

Answer 549

C. Service desk

Question 550

20. What are typically recognized through notifications created by an IT service, CI or monitoring tool?
    A. Incidents
    B. Problems
    C. Events
    D. Requests

Answer 550

C. Events

Question 551

21. Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
    A. Organizations and people
    B. Information and technology
    C. Partners and suppliers
    D. Value streams and processes

Answer 551

A. Organizations and people

Question 552

22. What is utility?
    A. The functionality offered by a service to meet a particular need
    B. Assurance that a service will meet agreed requirements
    C. The amount of money spent on a specific activity or resource
    D. The perceived benefits, usefulness and importance of something

Answer 552

A. The functionality offered by a service to meet a particular need

Question 553

23. An organization is notified by a supplier about a defect in a software product that they use. Which practice describes the activities needed to log and manage this?
    A. Incident management
    B. Problem management
    C. Change enablement
    D. Service desk

Answer 553

D. Service desk

Question 554

24. How should the seven guiding principles be combined when an organization is making a decision?
    A. By using all the guiding principles equally when making any decision
    B. By using the one or two guiding principles that are most relevant to the specific decision
    C. By using the ‘focus on value’ principle and one or two others that are relevant to the specific decision
    D. By reviewing each guiding principle to decide how relevant it is to the specific decision

Answer 554

D. By reviewing each guiding principle to decide how relevant it is to the specific decision

Question 555

25. An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
    A. Collaborate and promote visibility
    B. Start where you are
    C. Focus on value
    D. Keep it simple and practical

Answer 555

A. Collaborate and promote visibility

Question 556

26. Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
    A. Supplier management
    B. Change enablement
    C. Relationship management
    D. Service desk

Answer 556

C. Relationship management

Question 557

27. Which practice has a strong influence on the user experience and perception of the service provider?
    A. Service desk
    B. Change enablement
    C. Service level management
    D. Supplier management

Answer 557

A. Service desk

Question 558

28. Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
    A. Information security management
    B. Continual improvement
    C. Monitoring and event management
    D. Service level management

Answer 558

A. Information security management

Question 559

29. Which principle concentrates on service consumers?
    A. Start where you are
    B. Optimize and automate
    C. Keep it simple
    D. Focus on value

Answer 559

D. Focus on value

Question 560

30. What must always be done before an activity is automated?
    A. Check that the activity has already been optimized
    B. Check that suitable new technology has been purchased
    C. Ensure that DevOps has been successfully implemented
    D. Ensure the solution removes the need for human intervention

Answer 560

A. Check that the activity has already been optimized

Question 561

31. Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?
    A. Executing improvement actions
    B. Performing baseline assessments
    C. Defining the improvement plan
    D. Understanding the business mission

Answer 561

B. Performing baseline assessments

Question 562

32. Which statement about service requests is CORRECT?
    A. Complex service requests should be dealt with as normal changes
    B. Service requests that require simple workflows should be dealt with as incidents
    C. Service requests require workflows that should use manual procedures and avoid automation
    D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

Answer 562

D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

Question 563

33. Which statement about ‘continual improvement’ is CORRECT?
    A. All improvement ideas should be logged in a single ‘continual improvement register’
    B. A single team should carry out ‘continual improvement’ across the organization
    C. Continual improvement’ should have minimal interaction with other practices
    D. Everyone in the organization is responsible for some aspects of ‘continual improvement’

Answer 563

D. Everyone in the organization is responsible for some aspects of ‘continual improvement’

Question 564

34. Which is the BEST description of the value of a service to a customer?
    A. The amount of money the customer pays for using the service
    B. The financial return the customer gets from using the service
    C. The outcomes the customer receives by using the service
    D. The customer’s perception of the benefits of using the service

Answer 564

D. The customer’s perception of the benefits of using the service

Question 565

35. Why is it important to set target resolution times in ‘incident management’?
    A. They determine when an incident becomes a problem
    B. They determine which support team the incident should be escalated to
    C. They enable the management of customer and user expectations
    D. They facilitate information sharing and learning

Answer 565

C. They enable the management of customer and user expectations

Question 566

36. Which practice is responsible for moving new or changed components to live or other environments?
    A. Release management
    B. Deployment management
    C. Change enablement
    D. Supplier management

Answer 566

B. Deployment management

Question 567

37. Which practice identifies metrics that reflect the customers experience of a service?
    A. Continual improvement
    B. Service desk
    C. Service level management
    D. Problem management

Answer 567

B. Service desk

Question 568

38. What type of change is MOST likely to be managed as a service request?
    A. A standard change
    B. A normal change
    C. An emergency change
    D. An organizational change

Answer 568

A. A standard change

Question 569

39. Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
    A. Organizations and people
    B. Information and technology
    C. Partners and suppliers
    D. Value streams and processes

Answer 569

C. Partners and suppliers

Question 570

40. Which of these activities is carried out as part of ‘problem management’?
    A. Creating incident records
    B. Diagnosing and resolving incidents
    C. Escalating incidents to a support team for resolution
    D. Trend analysis of incident records

Answer 570

D. Trend analysis of incident records

Question 571

1. Which is a result of applying the guiding principle ‘progress iteratively with feedback’?
   A. The ability to discover and respond to failure earlier
   B. Standardization of practices and services
   C. Understanding the customer’s perception of value
   D. Understanding the current state and identifying what can be reused

Answer 571

A. The ability to discover and respond to failure earlier

Question 572

2. 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

Answer 572

C. After the problem has been analyzed

Question 573

3. Which is an activity of the ‘problem management’ practice?
   A. Restoration of normal service operation as quickly as possible
   B. Prioritization of problems based on the risk that they pose
   C. Authorization of changes to resolve the cause of problems
   D. Resolution of incidents in a time that meets customer expectations

Answer 573

B. Prioritization of problems based on the risk that they pose

Question 574

4. What can be used to determine if a service is ‘fit for purpose’?
   A. Availability
   B. Warranty
   C. Outcome
   D. Utility

Answer 574

D. Utility

Question 575

5. In service relationships, what is a benefit of identifying consumer roles?
   A. It enables effective stakeholder management
   B. It provides shared service expectations
   C. It removes constraints from the customer
   D. It enables a common definition of value

Answer 575

A. It enables effective stakeholder management

Question 576

6. Which statement about managing incidents is CORRECT?
   A. Low impact incidents should be resolved efficiently, making logging unnecessary
   B. The ‘incident management’ practice should use a single process regardless of the impact of the incident
   C. Low impact incidents should be resolved efficiently so the resource required is reduced
   D. Incidents with the lowest impact should be resolved first

Answer 576

C. Low impact incidents should be resolved efficiently so the resource required is reduced

Question 577

7. Which statement about the service value chain is CORRECT?
   A. The service value chain converts value into demand
   B. Each value chain activity uses different combinations of practices to convert inputs into outputs
   C. Each value chain activity identifies a requirement for resources from an external supplier
   D. The service value chain uses value streams to describe a combination of consumers and providers

Answer 577

B. Each value chain activity uses different combinations of practices to convert inputs into outputs

Question 578

8. What term is used to describe whether a service will meet availability, capacity and security requirements?
   A. Outcomes
   B. Value
   C. Utility
   D. Warranty

Answer 578

D. Warranty

Question 579

9. Which practice is MOST likely to benefit from the use of chatbots?
   A. Service level management
   B. Change enablement
   C. Continual improvement
   D. Service desk

Answer 579

D. Service desk

Question 580

10. Where are the details of the required performance outcomes of a service defined?
    A. Service level agreements
    B. Service requests
    C. Service components
    D. Service offerings

Answer 580

A. Service level agreements

Question 581

11. Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
    A. Plan
    B. Improve
    C. Design and transition
    D. Deliver and support

Answer 581

A. Plan

Question 582

12. Identify the missing word in the following sentence.
    The purpose of the supplier management practice is to ensure that the organizations suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.
    A. costs
    B. users
    C. value
    D. performances

Answer 582

D. performances

Question 583

13. What describes how components and activities work together to facilitate value creation?
    A. The ITIL service value system
    B. The ITIL guiding principles
    C. The four dimensions of service management
    D. A service relationship

Answer 583

A. The ITIL service value system

Question 584

14. Which two practices interact the MOST with the service desk practice?
    A. Incident management and service request management
    B. Service request management and deployment management
    C. Deployment management and change enablement
    D. Change enablement and incident management

Answer 584

A. Incident management and service request management

Question 585

15. What is defined as any component that needs to be managed in order to deliver an IT service?
    A. A service request
    B. A configuration item (CI)
    C. An incident
    D. An IT asset

Answer 585

B. A configuration item (CI)

Question 586

16. Which is a recommendation of the guiding principle ‘think and work holistically’?
    A. Conduct a review of existing service management practices and decide what to keep and what to discard
    B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
    C. Review service management practices and remove any unnecessary complexity
    D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Answer 586

D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Question 587

17. Which is an activity of the ‘incident management’ practice?
    A. Assessing and prioritizing improvement opportunities
    B. Performing service reviews with customers
    C. Providing good-quality updates when expected
    D. Automating service requests to the greatest degree possible

Answer 587

C. Providing good-quality updates when expected

Question 588

18. What is the definition of a known error?
    A. An unplanned interruption to a service, or reduction in the quality of a service
    B. A cause, or potential cause, of one or more incidents
    C. A problem that has been analyzed and has not been resolved
    D. Any change of state that has significance for the management of a service or other configuration item (CI)

Answer 588

A. The level of integration and formality involved in the relationships between organizations

Question 589

19. What should be considered as part of the ‘partners and suppliers’ dimension?
    A. The level of integration and formality involved in the relationships between organizations
    B. The activities, workflows, controls and procedures needed to achieve the agreed objectives
    C. The information created, managed and used in the course of service provision and consumption
    D. The required skills and competencies of teams and individual members of the organization

Answer 589

A. The level of integration and formality involved in the relationships between organizations

Question 590

20. What is the definition of service management?
    A. Activities performed by an organization to provide products and services to their consumers
    B. A description of services based on products, which meet the needs of a target consumer group
    C. A means of enabling value co-creation by facilitating outcomes that customers want to achieve
    D. A set of specialized organizational capabilities for enabling value for customers in the form of services

Answer 590

D. A set of specialized organizational capabilities for enabling value for customers in the form of services

Question 591

21. What aspect of ‘service level management’ asks service consumers what their work involves and how technology helps them?
    A. Customer engagement
    B. Operational metrics
    C. Business metrics
    D. Customer feedback

Answer 591

A. Customer engagement

Question 592

22. In which TWO situations should the ITIL guiding principles be considered?
23. In every initiative
24. In relationships with all stakeholders
25. Only in specific initiatives where the principle is relevant
26. Only in specific stakeholder relationships where the principle is relevant
    A. 1 and 2
    B. 2 and 3
    C. 3 and 4
    D. 1 and 4

Answer 592

A. 1 and 2

Question 593

23. Which guiding principle considers customer and user experience?
    A. Collaborate and promote visibility
    B. Focus on value
    C. Start where you are
    D. Keep it simple and practical

Answer 593

B. Focus on value

Question 594

24. Which is included in the purpose of the ‘change enablement’ practice?
    A. Make new and changed services available for use
    B. Ensure that risks have been properly assessed
    C. Record and report selected changes of state
    D. Plan and manage the full lifecycle of all IT assets

Answer 594

B. Ensure that risks have been properly assessed

Question 595

25. Which activity is part of the ‘continual improvement’ practice?
    A. Identifying the cause of incidents and recommending related improvements
    B. Authorizing changes to implement improvements
    C. Logging and managing incidents that result in improvement opportunities
    D. Making business cases for improvement action

Answer 595

D. Making business cases for improvement action

Question 596

26. Which is a purpose of release management?
    A. To protect the organization’s information
    B. To handle user-initiated service requests
    C. To make new and changed services available for use
    D. To move hardware and software to live environments

Answer 596

C. To make new and changed services available for use

Question 597

27. What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?
    A. Restricting information about the improvement to essential stakeholders only
    B. Increasing collaboration and visibility for the improvement
    C. Involving customers after all planning has been completed
    D. Engaging every stakeholder group in the same way, with the same communication

Answer 597

B. Increasing collaboration and visibility for the improvement

Question 598

28. 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. measurement
    B. tools
    C. plans
    D. process

Answer 598

A. measurement

Question 599

29. Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
    A. Deployment management
    B. Release management
    C. Change enablement
    D. Service configuration management

Answer 599

C. Change enablement

Question 600

30. 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

Answer 600

B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

Question 601

31. Which is the BEST example of a standard change?
    A. The review and authorization of a change requested by a customer
    B. The implementation of a critical software patch in response to a vendor security issue
    C. The installation of a software application in response to a service request
    D. The replacement of a component in response to a major incident

Answer 601

C. The installation of a software application in response to a service request

Question 602

32. What varies in size and complexity, and uses functions to achieve its objectives?
    A. A risk
    B. An organization
    C. A practice
    D. An outcome

Answer 602

B. An organization

Question 603

33. Which practice involves the management of vulnerabilities that were not identified before the service went live?
    A. Service request management
    B. Problem management
    C. Change enablement
    D. Service level management

Answer 603

B. Problem management

Question 604

34. Identify the missing word(s) in the following sentence.
    The service desk should be the entry point and single point of contact for the [?] with all of its users.
    A. Service consumer
    B. Service provider
    C. Customer
    D. Supplier

Answer 604

B. Service provider

Question 605

35. 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

Answer 605

B. They should be well-known and proven

Question 606

36. Which is handled as a service request?
    A. An investigation to identify the cause of an incident
    B. A compliment about an IT support team
    C. The failure of an IT service
    D. An emergency change to implement a security patch

Answer 606

B. A compliment about an IT support team

Question 607

37. Which can act as an operating model for an organization?
    A. The four dimensions of service management
    B. The service value chain
    C. The ITIL guiding principles
    D. Continual improvement

Answer 607

B. The service value chain

Question 608

38. Which practice recommends the use of event-based surveys to gather feedback from customers?
    A. Service level management
    B. Change enablement
    C. Service request management
    D. Problem management

Answer 608

A. Service level management

Question 609

1. 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 visibility

Answer 609

A. Focus on value

Question 610

2. What is the purpose of the ‘problem management’ practice?
   A. To protect the information needed by the organization to conduct its business
   B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
   C. To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
   D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Answer 610

B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

Question 611

3. 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

Answer 611

C. Service request management

Question 612

4. 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 fulfilment workflow
   D. To set user expectations for fulfilment times

Answer 612

C. To streamline the fulfilment workflow

Question 613

5. What impact does automation have on a service desk?
   A. Less low level work and a greater ability to focus on user experience
   B. Increased phone contact and a reduced ability to focus on user experience
   C. Ability to work from multiple locations, geographically dispersed
   D. Ability to work from a single centralised location

Answer 613

C. Ability to work from multiple locations, geographically dispersed

Question 614

6. Identify the missing words in the following sentence.
   A user is [?] that uses services.
   A. an organization
   B. a role
   C. a team
   D. a supplier

Answer 614

B. a role

Question 615

7. Which gives a user access to a system?
   A. Service requirement
   B. Service agreement
   C. Service consumption
   D. Service provision

Answer 615

D. Service provision

Question 616

8. What is a change schedule PRIMARILY used for?
   A. To help plan, authorize and schedule emergency changes
   B. To publish a list of service requests that users can select
   C. To ensure that a single change authority reviews every change
   D. To help plan changes, assist in communication and avoid conflicts

Answer 616

D. To help plan changes, assist in communication and avoid conflicts

Question 617

9. 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

Answer 617

C. Opportunity, demand and value

Question 618

10. Which describes the utility of a service?
    A. A service that is fit for use
    B. A service that meets its service level targets
    C. A service that increases constraints on the consumer
    D. A service that supports the performance of the consumer

Answer 618

B. A service that meets its service level targets

Question 619

11. 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

Answer 619

C. Problem management and incident management

Question 620

12. 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

Answer 620

B. Normal changes are triggered by the creation of a change request which can be created manually or automated

Question 621

13. 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

Answer 621

B. Governance, service value chain, practices

Question 622

14. Which are elements of the service value system?
    A. Service provision, service consumption, service relationship management
    B. Governance, service value chain, practices
    C. Outcomes, utility, warranty
    D. Customer value, stakeholder value, organization

Answer 622

B. Governance, service value chain, practices

Question 623

16. Which is an activity of the ‘problem management’ practice?
    A. Restoration of normal service operation as quickly as possible
    B. Prioritization of problems based on the risk that they pose
    C. Authorization of changes to resolve the cause of problems
    D. Resolution of incidents in a time that meets customer expectations

Answer 623

B. Prioritization of problems based on the risk that they pose

Question 624

17. What is defined as an unplanned interruption or reduction in the quality of a service?
    A. An incident
    B. A problem
    C. A change
    D. An event

Answer 624

A. An incident

Question 625

19. 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

Answer 625

D. A service interruption resolved by the use of self-help tools

Question 626

20. What is defined as a change of state that has significance for the management of an IT service?
    A. Event
    B. Incident
    C. Problem
    D. Known error

Answer 626

A. Event

Question 627

21. Which dimension includes the knowledge needed for the management of services?
    A. Organizations and people
    B. Information and technology
    C. Partners and suppliers
    D. Value streams and processes

Answer 627

A. Organizations and people

Question 628

22. What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
    A. Service offering
    B. Service provision
    C. Service management
    D. Service consumption

Answer 628

C. Service management

Question 629

23. What are guiding principles?
    A. A set of interconnected activities that help an organization deliver a valuable service
    B. A description of one or more services that help address the needs of a target consumer group
    C. A set of specialized organizational capabilities for enabling value for customers
    D. Recommendations that help an organization when adopting a service management approach

Answer 629

D. Recommendations that help an organization when adopting a service management approach

Question 630

25. Which guiding principle focuses on reducing costs and human errors?
    A. Focus on value
    B. Collaborate and promote visibility
    C. Optimize and automate
    D. Think and work holistically

Answer 630

C. Optimize and automate

Question 631

26. What is the purpose of the ‘incident management’ practice?
    A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
    B. To capture demand for incident resolution and service requests
    C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
    D. To support the agreed service quality by effective handling of all agreed user-initiated service requests

Answer 631

A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Question 632

27. How are target resolution times used in the ‘incident management’ practice?
    A. They are agreed, documented, and communicated to help set user expectations
    B. They are established, reviewed, and reported to ensure that customers are happy with the service
    C. They are initiated, approved, and managed to ensure that predictable responses are achieved
    D. They are scheduled, assessed and authorized to reduce the risk of service failures

Answer 632

A. They are agreed, documented, and communicated to help set user expectations

Question 633

28. 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

Answer 633

B. Focus on value

Question 634

29. 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

Answer 634

C. Progress iteratively with feedback

Question 635

31. Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?
    A. Define measurable targets
    B. Perform baseline assessments
    C. Execute improvement actions
    D. Evaluate measurements and metrics

Answer 635

D. Evaluate measurements and metrics

Question 636

32. 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

Answer 636

C. Service level management

Question 637

33. 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

Answer 637

A. Improvement ideas are documented, assessed and prioritized

Question 638

34. What can a service remove from the consumer and impose on the consumer?
    A. Utility
    B. Asset
    C. Cost
    D. Outcome

Answer 638

C. Cost

Question 639

35. In which step of the ‘continual improvement model’ is an improvement plan implemented?
    A. What is the vision?
    B. How do we get there?
    C. Take action
    D. Did we get there?

Answer 639

C. Take action

Question 640

36. Which is a purpose of the ‘service level management’ practice?
    A. To establish and nurture the links between the organization and its stakeholders
    B. To ensure that the organization’s suppliers and their performance are managed appropriately
    C. To support the agreed quality of a service by handling all agreed, user-initiated service requests
    D. To set clear business-based targets for service levels

Answer 640

C. A value stream

Question 641

37. What describes the steps needed to create and deliver a specific service to a consumer?
    A. Service management
    B. Practices
    C. A value stream
    D. Service level management

Answer 641

C. A value stream

Question 642

40. 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 fulfilment should be automated as much as possible
    C. Service requests that cannot be automated should be handled as problems
    D. Service requests and their fulfilment should be carried out by service desk staff without automation

Answer 642

B. Service requests and their fulfilment should be automated as much as possible

Question 643

1. Which guiding principle uses experience from one improvement activity to improve the next activity?
   A. Start where you are
   B. Progress iteratively with feedback
   C. Keep it simple and practical
   D. Optimize and automate

Answer 643

B. Progress iteratively with feedback

Question 644

2. Which practice has the purpose of ensuring that the organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?
   A. Release management
   B. Supplier management
   C. Service management
   D. Relationship management

Answer 644

B. Supplier management

Question 645

3. Which statement about change authorities is CORRECT?
   A. Change authorities are only required for authorizing emergency changes
   B. Change authorities are assigned when each change is deployed
   C. Change authorities are only required for authorizing normal changes
   D. Change authorities are assigned for each type of change and change model

Answer 645

D. Change authorities are assigned for each type of change and change model

Question 646

4. Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
   A. Service request management
   B. Service level management
   C. Incident management
   D. Change enablement

Answer 646

C. Incident management

Question 647

5. Which will NOT be handled as a service request?
   A. The degradation of a service
   B. The replacement of a toner cartridge
   C. The provision of a laptop
   D. A complaint about a support team

Answer 647

A. The degradation of a service

Question 648

7. A service offering may include goods, access to resources, and service actions. Which is an example of a service action?
   A. A mobile phone enables a user to work remotely
   B. A password allows a user connect to a WiFi network
   C. A license allows a user to install a software product
   D. A service desk agent provides support to a user

Answer 648

D. A service desk agent provides support to a user

Question 649

8. Which describes a CORRECT approach to change authorization?
   A. Changes included in the change schedule are pre-authorized and do not need additional authorization
   B. Normal changes should be assessed and authorized before they are deployed
   C. Emergency changes should be authorized by as many people as possible to reduce risk
   D. Normal changes are typically implemented as service requests and authorized by the service desk

Answer 649

B. Normal changes should be assessed and authorized before they are deployed

Question 650

9. Which statement about a service value stream is CORRECT?
   A. It uses prescriptive inputs and outputs
   B. It is a value chain activity
   C. It integrates practices for a specific scenario
   D. It is used to provide governance

Answer 650

A. It uses prescriptive inputs and outputs

Question 651

10. Which statement about outputs is CORRECT?
    A. They consist of several outcomes
    B. They capture customer demand for services
    C. They contribute to the achievement of outcomes
    D. They describe how the service performs

Answer 651

C. They contribute to the achievement of outcomes

Question 652

11. Which practice involves the management of vulnerabilities that have been analysed but not resolved?
    A. Change enablement
    B. Service request management
    C. Problem management
    D. Service level management

Answer 652

C. Problem management

Question 653

13. Which BEST describes the purpose of the ‘improve’ value chain activity?
    A. To organize a major improvement initiative into several smaller initiatives
    B. To make new and improved services and features available for use
    C. To ensure a shared understanding of the vision and improvement direction for all products and services
    D. To continually improve all products and services across all value chain activities

Answer 653

D. To continually improve all products and services across all value chain activities

Question 654

14. Which includes governance, management practices, and continual improvement?
    A. The service value system
    B. The ‘deliver and support’ value chain activity
    C. The ‘focus on value’ guiding principle
    D. The ‘value stream and processes’ dimension

Answer 654

A. The service value system

Question 655

16. Which practice is used to confirm customer requirements for services?
    A. Service request management
    B. Service level management
    C. Service desk
    D. Incident management

Answer 655

B. Service level management

Question 656

17. What is the definition of a problem?
    A. An unplanned interruption to a service, or reduction in the quality of a service
    B. A cause, or potential cause, of one or more incidents
    C. An incident for which a full resolution is not yet available
    D. Any change of state that has significance for the management of a configuration item (CI)

Answer 656

B. A cause, or potential cause, of one or more incidents

Question 657

18. 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

Answer 657

B. Design controls and metrics first, then remove those not adding value

Question 658

19. Which practice provides a communications point for users to report operational issues, queries and requests?
    A. Incident management
    B. Continual improvement
    C. Service desk
    D. Relationship management

Answer 658

C. Service desk

Question 659

20. What are typically recognized through notifications created by an IT service, CI or monitoring tool?
    A. Incidents
    B. Problems
    C. Events
    D. Requests

Answer 659

C. Events

Question 660

21. Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
    A. Organizations and people
    B. Information and technology
    C. Partners and suppliers
    D. Value streams and processes

Answer 660

A. Organizations and people

Question 661

22. What is utility?
    A. The functionality offered by a service to meet a particular need
    B. Assurance that a service will meet agreed requirements
    C. The amount of money spent on a specific activity or resource
    D. The perceived benefits, usefulness and importance of something

Answer 661

A. The functionality offered by a service to meet a particular need

Question 662

28. Which principle concentrates on service consumers?
    A. Start where you are
    B. Optimize and automate
    C. Keep it simple
    D. Focus on value

Answer 662

D. Focus on value

Question 663

37. Which practice identifies metrics that reflect the customers experience of a service?
    A. Continual improvement
    B. Service desk
    C. Service level management
    D. Problem management

Answer 663

B. Service desk

Question 664

38. What type of change is MOST likely to be managed as a service request?
    A. A standard change
    B. A normal change
    C. An emergency change
    D. An organizational change

Answer 664

A. A standard change

Question 665

1. Which statement about ‘continual improvement’ is CORRECT?
   A. All improvement ideas should be logged in a single ‘continual improvement register’
   B. A single team should carry out ‘continual improvement’ across the organization
   C. Continual improvement’ should have minimal interaction with other practices
   D. Everyone in the organization is responsible for some aspects of ‘continual improvement’

Answer 665

D. Everyone in the organization is responsible for some aspects of ‘continual improvement’

Question 666

2. Which step of the continual improvement model includes baseline assessments?
   A. Did we get there?
   B. Where are we now?
   C. What is the vision?
   D. Where do we want to be?

Answer 666

B. Where are we now?

Question 667

3. Which describes a ‘change authority’?
   A. A model used to determine who will assess a change
   B. A person who approves a change
   C. A tool used to help plan changes
   D. A way to manage the people aspects of change

Answer 667

B. A person who approves a change

Question 668

4. Which is NOT a component of the service value system?
   A. The service value chain
   B. Opportunity and demand
   C. Continual improvement
   D. Governance

Answer 668

B. Opportunity and demand

Question 669

5. Which dimension considers data security and privacy?
   A. Organizations and people
   B. Information and technology
   C. Partners and suppliers
   D. Value streams and processes

Answer 669

B. Information and technology

Question 670

6. Which describes the utility of a service?
   A. A service that is fit for use
   B. A service that meets its service level targets
   C. A service that increases constraints on the consumer
   D. A service that supports the performance of the consumer

Answer 670

B. A service that meets its service level targets

Question 671

7. Which practice has a strong influence on the user experience and perception of the service provider?
   A. Service desk
   B. Change enablement
   C. Service level management
   D. Supplier management

Answer 671

A. Service desk

Question 672

8. Which statement about service relationship management is CORRECT?
   A. It focuses on the service actions performed by users
   B. It requires the service consumer to create resources for the service provider
   C. It requires co-operation of both the service provider and service consumer
   D. It focuses on the fulfilment of the agreed service actions

Answer 672

C. It requires co-operation of both the service provider and service consumer

Question 673

9. What is the MOST important reason for prioritizing incidents?
   A. To ensure that user expectations are realistic
   B. To ensure that incidents with highest impact are resolved first
   C. To help information-sharing and learning
   D. To provide links to related changes and known errors

Answer 673

B. To ensure that incidents with highest impact are resolved first

Question 674

10. Which ‘service level management’ activity helps staff to deliver a more business- focused service?
    A. Creating targets based on the percentage of uptime of a service
    B. Understanding the ongoing requirements of customers
    C. Using complex technical terminology in service level agreements (SLAs)
    D. Measuring low-level operational activities

Answer 674

B. Understanding the ongoing requirements of customers

Question 675

11. Which practice has a purpose that includes the handling of pre-defined, user- initiated demands for service?
    A. Service request management
    B. Service configuration management
    C. Deployment management
    D. Change enablement

Answer 675

A. Service request management

Question 676

12. What is defined as an unplanned interruption or reduction in the quality of a service?
    A. An incident
    B. A problem
    C. A change
    D. An event

Answer 676

A. An incident

Question 677

13. Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
    A. Progress iteratively with feedback
    B. Collaborate and promote visibility
    C. Think and work holistically
    D. Keep it simple and practical

Answer 677

D. Keep it simple and practical

Question 678

14. What is the purpose of the ‘monitoring and event management’ practice?
    A. To restore normal service operation as quickly as possible
    B. To manage workarounds and known errors
    C. To capture demand for incident resolution and service requests
    D. To systematically observe services and service components

Answer 678

D. To systematically observe services and service components

Question 679

15. Which statement about outcomes is CORRECT?
    A. Outcomes rely on outputs to deliver results for a stakeholder
    B. Outcomes use activities to produce tangible or intangible deliverables
    C. Outcomes give service consumers assurance of products or services
    D. Outcomes help a service consumer to assess the cost of a specific activity

Answer 679

A. Outcomes rely on outputs to deliver results for a stakeholder

Question 680

16. Which skill is required by the ‘service level management’ practice?
    A. Supplier management
    B. Technical expertise
    C. Event monitoring
    D. Problem management

Answer 680

A. Supplier management

Question 681

17. Which statement about the ‘continual improvement model’ is CORRECT?
    A. Organizations should work through the steps of the model in the sequence in which they are presented
    B. The flow of the model helps organizations to link improvements to its goals
    C. The model is applicable to only certain parts of the service value system
    D. Organizations should use an additional model or method to link improvements to customer value

Answer 681

B. The flow of the model helps organizations to link improvements to its goals

Question 682

18. What is the definition of warranty?
    A. A means of identifying events that could cause harm or loss
    B. A means of determining whether a service is fit for purpose
    C. A means of identifying a result for a stakeholder
    D. A means of determining whether a service is fit for use

Answer 682

D. A means of determining whether a service is fit for use

Question 683

19. Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?
    A. Change enablement
    B. Problem management
    C. Information security management
    D. Service configuration management

Answer 683

C. Information security management

Question 684

20. Which will NOT be handled as a service request?
    A. The degradation of a service
    B. The replacement of a toner cartridge
    C. The provision of a laptop
    D. A complaint about a support team

Answer 684

A. The degradation of a service

Question 685

21. Which is provided by the ‘engage’ value chain activity?
    A. Ensuring that stakeholder expectations for quality are met
    B. Ensuring that stakeholder needs are understood by the organization
    C. Ensuring that service components are available when needed
    D. Ensuring that services are operated to meet agreed specifications

Answer 685

B. Ensuring that stakeholder needs are understood by the organization

Question 686

22. Which is part of the ‘focus on value’ guiding principle?
    A. Understanding what services help the service consumer
    B. Reducing the number of steps in the customer experience
    C. Assessing services to identify parts that can be reused
    D. Identifying activities that can be achieved in smaller iterations

Answer 686

A. Understanding what services help the service consumer

Question 687

23. Which is part of the definition of a customer?
    A. The role that defines the requirements for a service
    B. A means of enabling value co-creation
    C. The role that authorizes budget for service consumption
    D. A set of specialized organizational capabilities for enabling value

Answer 687

A. The role that defines the requirements for a service

Question 688

24. Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
    A. Focus on value
    B. Start where you are
    C. Think and work holistically
    D. Keep it simple and practical

Answer 688

C. Think and work holistically

Question 689

25. Identify the missing words in the following sentence.
    The ‘incident management’ practice should maintain [?] for logging and managing incidents.
    A. a dedicated team
    B. a formal process
    C. detailed procedures
    D. a value chain activity

Answer 689

C. detailed procedures

Question 690

26. An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
    A. Collaborate and promote visibility
    B. Start where you are
    C. Focus on value
    D. Keep it simple and practical

Answer 690

A. Collaborate and promote visibility

Question 691

27. What is the purpose of the ‘deployment management’ practice?
    A. To make new and changed services and features available for use
    B. To move new or changed components to live environments
    C. To plan and manage the full lifecycle of all IT assets
    D. To protect the information needed by the organization to conduct its business

Answer 691

D. To protect the information needed by the organization to conduct its business

Question 692

28. Which is an activity of ‘problem identification’?
    A. Analysing information from software developers
    B. Establishing problem workarounds
    C. Analysing the cause of problems
    D. Establishing potential permanent solutions

Answer 692

A. Analysing information from software developers

Question 693

29. Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
    A. Service configuration management
    B. Service desk
    C. Problem management
    D. Deployment management

Answer 693

B. Service desk

Question 694

30. Which statement about standard changes is CORRECT?
    A. A full assessment should be completed each time the change is implemented
    B. The change can be implemented with less testing if necessary
    C. The appropriate change authority should be assigned to each type of change
    D. The change does not require additional authorization

Answer 694

D. The change does not require additional authorization

Question 695

31. Which TWO are considered part of the ‘organizations and people’ dimension of service management?
32. Systems of authority
33. Culture
34. Relationships between organizations
35. Workflows
    A. 1 and 2
    B. 2 and 3
    C. 3 and 4
    D. 1 and 4

Answer 695

A. 1 and 2

Question 696

32. Which guiding principle focuses on reducing costs and human errors?
    A. Focus on value
    B. Collaborate and promote visibility
    C. Optimize and automate
    D. Think and work holistically

Answer 696

C. Optimize and automate

Question 697

33. 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

Answer 697

D. A service interruption resolved by the use of self-help tools

Question 698

34. Which statement about the ‘service request management’ practice is CORRECT?
    A. Service requests are fulfilled using simple workflows
    B. A new workflow is created for each type of request
    C. Additional approval is sometimes needed for restoration of service
    D. Financial authorization is sometimes required for service requests

Answer 698

A. Service requests are fulfilled using simple workflows

Question 699

1. What must always be done before an activity is automated?
   A. Check that the activity has already been optimized
   B. Check that suitable new technology has been purchased
   C. Ensure that DevOps has been successfully implemented
   D. Ensure the solution removes the need for human intervention

Answer 699

A. Check that the activity has already been optimized

Question 700

2. Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
   A. Information security management
   B. Continual improvement
   C. Monitoring and event management
   D. Service level management

Answer 700

A. Information security management

Question 701

3. 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 time

Answer 701

C. To streamline the fulfillment workflow

Question 702

4. 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

Answer 702

D. To help manage normal changes

Question 703

5. 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

Answer 703

C. Service level management

Question 704

6. Identify the missing words in the following sentence.
   A User is [?] that uses services.
   A. an organization
   B. a role
   C. a team
   D. a supplier

Answer 704

B. a role

Question 705

7. Which role approves the cost of services?
   A. User
   B. Change authority
   C. Sponsor
   D. Customer

Answer 705

C. Sponsor

Question 706

8. 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, fulfil
   D. Acknowledge, classify, own

Answer 706

D. Acknowledge, classify, own

Question 707

9. 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

Answer 707

C. Customer requirements

Question 708

10. Which describes the utility of a service?
    A. A service that is fit for use
    B. A service that meets its service level targets
    C. A service that increases constraints on the consumer
    D. A service that supports the performance of the consumer

Answer 708

B. A service that meets its service level targets

Question 709

11. Which is included in the purpose of the ‘service level management’ practice?
    A. To maximize the number of successful service and product changes
    B. To ensure accurate information about the configuration of services is available
    C. To set clear business-based targets for service levels
    D. To ensure that suppliers and their performance are managed appropriately

Answer 709

C. To set clear business-based targets for service levels

Question 710

12. 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

Answer 710

D. Investigating a major incident

Question 711

13. Which value chain activity ensures that service components meet agreed specifications?
    A. Plan
    B. Design and transition
    C. Obtain/build
    D. Deliver and support

Answer 711

B. Design and transition

Question 712

14. Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
    A. Supplier management
    B. Change enablement
    C. Relationship management
    D. Service desk

Answer 712

C. Relationship management

Question 713

15. What includes governance as a component?
    A. Practices
    B. The service value chain
    C. The service value system
    D. The guiding principles

Answer 713

C. The service value system

Question 714

16. 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

Answer 714

D. Problem management

Question 715

17. What is the definition of a known error?
    A. An unplanned interruption to a service, or reduction in the quality of a service
    B. A cause, or potential cause, of one or more incidents
    C. A problem that has been analysed and has not been resolved
    D. Any change of state that has significance for the management of a service or other configuration item (CI)

Answer 715

C. A problem that has been analysed and has not been resolved

Question 716

18. 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 visibility

Answer 716

A. Focus on value

Question 717

19. Which will NOT be handled as a service request?
    A. The degradation of a service
    B. The replacement of a toner cartridge
    C. The provision of a laptop
    D. A complaint about a support team

Answer 717

A. The degradation of a service

Question 718

20. What are typically recognized through notifications created by an IT service, CI or monitoring tool?
    A. Incidents
    B. Problems
    C. Events
    D. Requests

Answer 718

C. Events

Question 719

21. Which dimension considers data security and privacy?
    A. Organizations and people
    B. Information and technology
    C. Partners and suppliers
    D. Value streams and processes

Answer 719

B. Information and technology

Question 720

22. Which term relates to service levels aligned with the needs of service consumers?
    A. Service management
    B. Warranty
    C. Cost
    D. Utility

Answer 720

D. Utility

Question 721

23. Which directly assists with the diagnosis and resolution of simple incidents?
    A. Scripts for collecting user information
    B. Use of shift working patterns
    C. Fulfilment of service requests
    D. Creation of a temporary team

Answer 721

A. Scripts for collecting user information

Question 722

24. What are guiding principles?
    A. A set of interconnected activities that help an organization deliver a valuable service
    B. A description of one or more services that help address the needs of a target consumer group
    C. A set of specialized organizational capabilities for enabling value for customers
    D. Recommendations that help an organization when adopting a service management approach

Answer 722

D. Recommendations that help an organization when adopting a service management approach

Question 723

25. 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

Answer 723

B. Design controls and metrics first, then remove those not adding value

Question 724

26. What is the purpose of the ‘problem management’ practice?
    A. To protect the information needed by the organization to conduct its business
    B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
    C. To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
    D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Answer 724

B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

Question 725

27. Which practice forms a link between the service provider and the users of services?
    A. Change enablement
    B. Service level management
    C. Problem management
    D. Service desk

Answer 725

D. Service desk

Question 726

28. Which is a purpose of release management?
    A. To protect the organization’s information
    B. To handle user-initiated service requests
    C. To make new and changed services available for use
    D. To move hardware and software to live environments

Answer 726

C. To make new and changed services available for use

Question 727

29. What is recommended by the guiding principle ‘progress iteratively with feedback’?
    A. A current state assessment that is carried out at the start of an improvement initiative
    B. The identification of all interested parts at the start of a improvement initiative
    C. An improvement initiative that is broken into a number of manageable sections
    D. An assessment of how all the parts of an organization will affect an improvement initiative

Answer 727

C. An improvement initiative that is broken into a number of manageable sections

Question 728

30. Which guiding principle considers customer and user experience?
    A. Collaborate and promote visibility
    B. Focus on value
    C. Start where you are
    D. Keep it simple and practical

Answer 728

B. Focus on value

Question 729

31. Which statement about the ‘change enablement’ practice is
    CORRECT?
    A. Service requests are usually normal changes that can be implemented quickly without authorization
    B. Emergency changes are changes that must be fully tested and fully documented prior to implementation
    C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
    D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Answer 729

D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Question 730

32. Which of these activities is carried out as part of ‘problem management’?
    A. Creating incident records
    B. Diagnosing and resolving incidents
    C. Escalating incidents to a support team for resolution
    D. Trend analysis of incident records

Answer 730

D. Trend analysis of incident records

Question 731

33. Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?
    A. Define measurable targets
    B. Perform baseline assessments
    C. Execute improvement actions
    D. Evaluate measurements and metrics

Answer 731

D. Evaluate measurements and metrics

Question 732

34. What can a service remove from the consumer and impose on the consumer?
    A. Utility
    B. Asset
    C. Cost
    D. Outcome

Answer 732

C. Cost

Question 733

35. What does ‘change enablement’ PRIMARILY focus on?
    A. Changes to service levels
    B. Changes to products and services
    C. Changes to organizational structure
    D. Changes to skills and competencies

Answer 733

B. Changes to products and services

Question 734

36. Identify the missing word(s) in the following sentence.
    The service desk should be the entry point and single point of contact for the [?] with all of its users.
    A. Service consumer
    B. Service provider
    C. Customer
    D. Supplier

Answer 734

B. Service provider

Question 735

37. Which is handled as a service request?
    A. An investigation to identify the cause of an incident
    B. A compliment about an IT support team
    C. The failure of an IT service
    D. An emergency change to implement a security patch

Answer 735

B. A compliment about an IT support team

Question 736

38. Which is a key requirement for a successful service level agreement (SLA)?
    A. Using individual metrics that relate to the service catalogue
    B. Using bundled metrics to relate performance to outcomes
    C. Using single-system-based metrics that relate to outputs
    D. Using an agreement between the service provider and service supplier

Answer 736

A. Using individual metrics that relate to the service catalogue

Question 737

39. Which is considered by the ‘partners and suppliers’ dimension?
    A. Using artificial intelligence
    B. Defining controls and procedures
    C. Using formal roles and responsibilities
    D. Working with an integrator to manage relationships

Answer 737

D. Working with an integrator to manage relationships

Question 738

40. Which practice recommends using tools for collaboration and the automated matching of symptoms?
    A. Problem management
    B. Service level management
    C. Incident management
    D. Service request management

Answer 738

C. Incident management

Question 739

1. Which helps to manage an incident when it is unclear which support team should be working on the incident?
   A. Disaster recovery plans
   B. Swarming
   C. Target resolution times
   D. Self-help

Answer 739

B. Swarming

Question 740

2. Which statement about the ‘continual improvement’ practice is CORRECT?
   A. Continual improvement participation should be limited to a small dedicated team
   B. It is the role of senior management to authorize improvement initiatives
   C. Training should be provided to those involved in continual improvement
   D. A single continual improvement register should be maintained by senior management

Answer 740

B. It is the role of senior management to authorize improvement initiatives

Question 741

3. Which does the ITIL service value system discourage?
   A. Coordinated authorities and responsibilities
   B. Organizational silos
   C. Interfaces among practices
   D. Organizational agility

Answer 741

B. Organizational silos

Question 742

4. An SLA is a service level agreement.
   Which describes the ‘watermelon SLA’ effect?
   A. A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers’ experiences
   B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied
   C. SLA targets change very frequently, so that each report includes new measures and trends cannot be analysed
   D. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction

Answer 742

B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied

Question 743

5. Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
   A. Service level management
   B. Service desk
   C. Continual improvement
   D. Change enablement

Answer 743

A. Service level management

Question 744

6. What is a service?
   A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
   B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
   C. A tangible or intangible deliverable of an activity
   D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

Answer 744

B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

Question 745

7. Which TWO are important aspects of the ‘service request management’ practice?
8. Standardization and automation
9. Providing a variety of channels for access
10. Establishing a shared view of targets
11. Policies for approvals
    A. 1 and 2
    B. 2 and 3
    C. 3 and 4
    D. 1 and 4

Answer 745

D. 1 and 4

Question 746

8. What is required by all service desk staff?
   A. Excellent technical knowledge
   B. Root cause analysis skills
   C. Demonstration of emotional intelligence
   D. Knowledge of telephony technology

Answer 746

C. Demonstration of emotional intelligence

Question 747

9. Which term relates to service levels aligned with the needs of service consumers?
   A. Service management
   B. Warranty
   C. Cost
   D. Utility

Answer 747

D. Utility

Question 748

10. Which practice establishes a channel between the service provider and its users?
    A. Relationship management
    B. Change enablement
    C. Supplier management
    D. Service desk

Answer 748

D. Continual improvement

Question 749

11. 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

Answer 749

D. Continual improvement

Question 750

12. Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
    A. Relationship management
    B. Change enablement
    C. Release management
    D. Monitoring and event management

Answer 750

B. Change enablement

Question 751

13. What are guiding principles?
    A. A set of interconnected activities that help an organization deliver a valuable service
    B. A description of one or more services that help address the needs of a target consumer group
    C. A set of specialized organizational capabilities for enabling value for customers
    D. Recommendations that help an organization when adopting a service management approach

Answer 751

D. Recommendations that help an organization when adopting a service management approach

Question 752

14. Which practice provides users with a way to get various requests arranged, explained and coordinated?
    A. Service level management
    B. Relationship management
    C. Continual improvement
    D. Service desk

Answer 752

D. Service desk

Question 753

15. Which helps to streamline the fulfilment of service requests?
    A. Understanding which service requests can be accomplished with limited approvals
    B. Creating new workflows for every service request
    C. Separating requests relating to service failures from the degradation of services
    D. Eliminating service requests which have complex workflows

Answer 753

C. Separating requests relating to service failures from the degradation of services

Question 754

16. Which statement about outcomes is CORRECT?
    A. They are deliverables provided to service consumers
    B. They allow service consumers to achieve a desired result
    C. They provide products to service providers based on outputs
    D. They co-create value for service providers by reducing costs and risks

Answer 754

B. They allow service consumers to achieve a desired result

Question 755

17. Which guiding principle says that services and processes should NOT provide a solution for every exception?
    A. Keep it simple and practical
    B. Collaborate and promote visibility
    C. Think and work holistically
    D. Optimize and automate

Answer 755

A. Keep it simple and practical

Question 756

18. Identify the missing word in the following sentence.
    The purpose of the ‘supplier management’ practice is to ensure that the organizations suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
    A. measured
    B. rewarded
    C. managed
    D. defined

Answer 756

C. managed

Question 757

19. Identify the missing words in the following sentence.
    The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.
    A. relationships with suppliers
    B. configuration of services
    C. skills of people
    D. authorization of changes

Answer 757

B. configuration of services

Question 758

20. Which is considered by the ‘partners and suppliers’ dimension?
    A. Using artificial intelligence
    B. Defining controls and procedures
    C. Using formal roles and responsibilities
    D. Working with an integrator to manage relationships

Answer 758

D. Working with an integrator to manage relationships

Question 759

21. Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
    A. Incident management
    B. Monitoring and event management
    C. Service level management
    D. IT asset management

Answer 759

C. Service level management

Question 760

22. When should a workaround be created?
    A. As soon as possible, once the incident is logged
    B. After the resolution of a problem
    C. When a problem cannot be resolved quickly
    D. When a potential permanent solution has been identified

Answer 760

D. When a potential permanent solution has been identified

Question 761

23. What is a configuration item?
    A. Any financially valuable component that can contribute to the delivery of an IT product or service
    B. Any change of state that has significance for the management of a service
    C. Any component that needs to be managed in order to deliver an IT service
    D. A problem that has been analysed but has not been resolved

Answer 761

C. Any component that needs to be managed in order to deliver an IT service

Question 762

24. Identify the missing words in the following sentence.
    When an organization has decided to improve a service, it should start by considering [?].
    A. existing information
    B. new methods
    C. additional measurements
    D. revised processes

Answer 762

A. existing information

Question 763

25. Which is a use of the change schedule?
    A. Assigning resources to changes
    B. Deciding the approval authority for changes
    C. Automating the change process
    D. Creating change models

Answer 763

A. Assigning resources to changes

Question 764

26. Which dimension of service management considers the workflows and controls needed to deliver services?
    A. Organizations and people
    B. Information and technology
    C. Partners and suppliers
    D. Value streams and processes

Answer 764

D. Value streams and processes

Question 765

27. Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
    A. Focus on value
    B. Start where you are
    C. Think and work holistically
    D. Optimize and automate

Answer 765

D. Optimize and automate

Question 766

28. Which statement about the ‘incident management’ practice is CORRECT?
    A. It identifies the cause of major incidents
    B. It authorizes changes to resolve incidents
    C. It maintains detailed procedures for diagnosing incidents
    D. It resolves the highest impact incidents first

Answer 766

C. It maintains detailed procedures for diagnosing incidents

Question 767

29. How should an organization prioritize incidents?
    A. Ask the user for their preferred resolution timeframe
    B. Assess the availability of the appropriate support team
    C. Use an agreed classification which is based on the business impact of the incident
    D. Create an order of incidents based on the dates and times when they were logged

Answer 767

C. Use an agreed classification which is based on the business impact of the incident

Question 768

30. Which is a purpose of the ‘relationship management’ practice?
    A. To systematically observe services and service components
    B. To protect the information needed by the organization to conduct its business
    C. To be the entry point and single point of contact for the service provider with all of its users
    D. To identify, analyse, monitor, and continually improve links with stakeholders

Answer 768

D. To identify, analyse, monitor, and continually improve links with stakeholders

Question 769

31. Which statement about problems is CORRECT?
    A. Problems are not related to incidents
    B. Problems must be resolved quickly in order to restore normal business activity
    C. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis
    D. Problem prioritization involves risk assessment

Answer 769

D. Problem prioritization involves risk assessment

Question 770

32. Which is a risk that might be removed from a service consumer by an IT service?
    A. Service provider ceasing to trade
    B. Security breach
    C. Failure of server hardware
    D. Cost of purchasing servers

Answer 770

B. Security breach

Question 771

33. Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?
    A. Understanding the organization’s vision
    B. Understanding stakeholder needs
    C. Meeting stakeholder expectations
    D. Ensuring service components are available

Answer 771

C. Meeting stakeholder expectations

Question 772

34. Which is a result of applying the guiding principle ‘progress iteratively with feedback’?
    A. The ability to discover and respond to failure earlier
    B. Standardization of practices and services
    C. Understanding the customer’s perception of value
    D. Understanding the current state and identifying what can be reused

Answer 772

A. The ability to discover and respond to failure earlier

Question 773

35. Which practice is responsible for moving new or changed components to live or other environments?
    A. Release management
    B. Deployment management
    C. Change enablement
    D. Supplier management

Answer 773

B. Deployment management

Question 774

36. Which should be handled by ‘service request management’?
    A. A request to implement a security patch
    B. A request to provide a laptop
    C. A request to resolve an error in a service
    D. A request to change a target in a service level agreement

Answer 774

B. A request to provide a laptop

Question 775

37. What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?
    A. Restricting information about the improvement to essential stakeholders only
    B. Increasing collaboration and visibility for the improvement
    C. Involving customers after all planning has been completed
    D. Engaging every stakeholder group in the same way, with the same communication

Answer 775

B. Increasing collaboration and visibility for the improvement

Question 776

38. What can be described as an operating model for the creation and management of products and services?
    A. Governance
    B. Service value chain
    C. Guiding principles
    D. Practices

Answer 776

B. Service value chain

Question 777

39. What is the definition of a problem?
    A. An unplanned interruption to a service, or reduction in the quality of a service
    B. A cause, or potential cause, of one or more incidents
    C. An incident for which a full resolution is not yet available
    D. Any change of state that has significance for the management of a configuration item (CI)

Answer 777

B. A cause, or potential cause, of one or more incidents

Question 778

40. Which action is performed by a service provider?
    A. Requesting required service actions
    B. Authorizing budget for service consumption
    C. Ensuring access to agreed resources
    D. Receiving of the agreed goods

Answer 778

C. Ensuring access to agreed resources

Question 779

2. Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
   A. Information security management
   B. Monitoring and event management
   C. Incident management
   D. Change control

Answer 779

B. Monitoring and event management

Question 780

3. Which is an example of a service request?
   A. A request for normal operation to be restored
   B. A request to implement a security patch
   C. A request for access to a file
   D. A request to investigate the cause of an incident

Answer 780

C. A request for access to a file

Question 781

4. Which of the four dimensions contributes MOST to defining activities needed to deliver services?
   A. Organizations and people
   B. Information and technology
   C. Partners and suppliers
   D. Value streams and processes

Answer 781

D. Value streams and processes

Question 782

5. Which describes a standard change?
   A. 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
   C. A high-risk change that needs very thorough assessment
   D. A change that must be implemented as soon as possible

Answer 782

B. A change that is typically implemented as a service request

Question 783

6. 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

Answer 783

A. It enables quick and efficient diagnosis of incidents

Question 784

7. Which practice owns and manages issues, queries and requests from users?
   A. Incident management
   B. Service desk
   C. Change control
   D. Problem management

Answer 784

B. Service desk

Question 785

8. What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
   A. An IT asset
   B. A customer
   C. A configuration item (CI)
   D. A user

Answer 785

B. A customer

Question 786

9. Which stakeholders co-create value in a service relationship?
   A. Investor and supplier
   B. Consumer and provider
   C. Provider and supplier
   D. Investor and consumer

Answer 786

B. Consumer and provider

Question 787

10. Which is part of the value proposition of a service?
    A. Costs removed from the consumer by the service
    B. Costs imposed on the consumer by the service
    C. Outputs of the service received by the consumer
    D. Risks imposed on the consumer by the service

Answer 787

A. Costs removed from the consumer by the service

Question 788

11. Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
    A. Problem identification
    B. Problem control
    C. Error control
    D. Problem analysis

Answer 788

C. Error control

Question 789

12. What is included in the purpose of the ‘release management’ practice?
    A. Ensuring information about services is available
    B. Moving new software to live environments
    C. Making new features available for use
    D. Authorizing changes to proceed

Answer 789

C. Making new features available for use

Question 790

13. Why should a service level agreement include bundles of metrics?
    A. To reduce the number of metrics that need to be measured and reported
    B. To ensure that all services are included in the service reports
    C. To ensure that the service levels have been agreed with customers
    D. To help focus on business outcomes, rather than operational results

Answer 790

D. To help focus on business outcomes, rather than operational results

Question 791

14. Which describes normal changes?
    A. Changes that are low-risk and pre-authorized
    B. Changes that need to be scheduled and assessed following a process
    C. Changes that are typically initiated as service requests
    D. Changes that must be implemented as soon as possible

Answer 791

B. Changes that need to be scheduled and assessed following a process

Question 792

15. 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

Answer 792

C. Value realization

Question 793

16. Which statement about outcomes is CORRECT?
    A. Outcomes are one or more services that fulfil 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

Answer 793

B. Service providers help service consumers achieve outcomes

Question 794

17. Which skill is an essential part of the ‘service level management’ practice?
    A. Technical knowledge
    B. Listening
    C. Diagnosis
    D. Problem analysis

Answer 794

B. Listening

Question 795

18. What are the three phases of ‘problem management’?
    A. Problem logging, problem classification, problem resolution
    B. Incident management, problem management, change control
    C. Problem identification, problem control, error control
    D. Problem analysis, error identification, incident resolution

Answer 795

C. Problem identification, problem control, error control

Question 796

20. Identify the missing word in the following sentence. An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
    A. Consider
    B. Re-use
    C. Discard
    D. Improve

Answer 796

A. Consider

Question 797

21. For which purpose would the continual improvement practice use a SWOT analysis?
    A. Understanding the current state
    B. Defining the future desired state
    C. Tracking and managing ideas
    D. Ensuring everyone actively participates

Answer 797

A. Understanding the current state

Question 798

22. What is the difference between the ‘incident management’ and ‘service desk’ practices?
    A. Incident management restores service operation, service desk provides communication with users
    B. Incident management resolves complex issues, service desk resolves simpler issues
    C. Incident management resolves issues, service desk investigates the underlying causes of issues
    D. Incident management manages interruptions to services, service desk monitors achieved service quality

Answer 798

A. Incident management restores service operation, service desk provides communication with users

Question 799

23. Which step of the ‘continual improvement model’ defines measurable targets?
    A. What is the vision?
    B. Where are we now?
    C. Where do we want to be?
    D. How do we get there?

Answer 799

C. Where do we want to be?

Question 800

24 Which is a purpose of the ‘engage’ value chain activity?
A. Meeting expectations for quality, costs and time-to-market
B. Providing transparency and good relationships
C. Ensuring the continual improvement of services
D. Ensuring that the organization’s vision is understood

Answer 800

B. Providing transparency and good relationships

Question 801

25. 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. CIs
    C. customers
    D. assets

Answer 801

B. CIs

Question 802

26. 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

Answer 802

A. How all the components and activities of the organization work together as a system to enable value creation

Question 803

27. Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
    A. Problem management
    B. Supplier management
    C. Release management
    D. Service desk

Answer 803

D. Service desk

Question 804

28. What is defined as any component that needs to be managed in order to deliver an IT service?
    A. A service requests
    B. A configuration item (CI)
    C. An incident
    D. An IT asset

Answer 804

B. A configuration item (CI)

Question 805

29. Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
    A. Progress iteratively with feedback
    B. Focus on value
    C. Think and work holistically
    D. Keep it simple and practical

Answer 805

D. Keep it simple and practical

Question 806

30. Which TWO BEST describe the guiding principles?
31. Short-term
32. Standards
33. Recommendations
34. Long-term
    A. 1 and 2
    B. 2 and 3
    C. 3 and 4
    D. 1 and 4

Answer 806

B. 2 and 3

Question 807

31. Which BEST describes the focus of the ‘think and work holistically’ principle?
    A. Integrating an organization’s activities to deliver value
    B. Considering the existing organizational assets before building something new
    C. Breaking down large initiatives into smaller pieces of work
    D. Eliminating unnecessary steps to deliver valuable outcomes

Answer 807

A. Integrating an organization’s activities to deliver value

Question 808

32. Which practice has a purpose that includes managing authentication and nonrepudiation?
    A. Information security management
    B. Change enablement
    C. Service configuration management
    D. IT asset management

Answer 808

A. Information security management

Question 809

33. Which of the following is the MOST important for effective incident management?
    A. Collaboration tools and techniques
    B. Balanced scorecard review
    C. Automated pipelines
    D. A variety of access channels

Answer 809

A. Collaboration tools and techniques

Question 810

34. Which practice handles all pre-defined user-initiated service actions?
    A. Deployment management
    B. Incident management
    C. Service level management
    D. Service request management

Answer 810

D. Service request management

Question 811

35. Which is the FIRST thing to consider when focusing on value?
    A. Understanding what is valuable to the service consumer
    B. Defining customer experience and user experience
    C. Ensuring value is co-created by improvement initiatives
    D. Identifying the service consumer who will receive value

Answer 811

D. Identifying the service consumer who will receive value

Question 812

36. Which TWO statements about the ‘service request management’ practice are CORRECT?
37. Service requests are part of normal service delivery
38. Complaints can be handled as service requests
39. Service requests result from a failure in service
40. Normal changes should be handled as service requests
    A. 1 and 2
    B. 2 and 3
    C. 3 and 4
    D. 1 and 4

Answer 812

A. 1 and 2

Question 813

37. What is an IT asset?
    A. Any financially valuable component that can contribute to delivery of an IT product or service
    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. The removal of anything that could have a direct or indirect effect on services

Answer 813

A. Any financially valuable component that can contribute to delivery of an IT product or service

Question 814

38. Which dimension includes a workflow management system?
    A. Organizations and people
    B. Partners and suppliers
    C. Information and technology
    D. Value streams and processes

Answer 814

D. Value streams and processes

Question 815

39. 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. costs
    C. utility
    D. warranty

Answer 815

B. costs

Question 816

40. Which of these should be logged and managed as a problem?
    A. A user requests delivery of a laptop
    B. A monitoring tool detects a change of state for a service
    C. Trend analysis shows a large number of similar incidents
    D. ‘Continual improvement’ needs to prioritize an improvement opportunity

Answer 816

C. Trend analysis shows a large number of similar incidents

Question 817

41. In which TWO situations should the ITIL guiding principles be considered?
42. In every initiative
43. In relationships with all stakeholders
44. Only in specific initiatives where the principle is relevant
45. Only in specific stakeholder relationships where the principle is relevant
    A. 1 and 2
    B. 2 and 3
    C. 3 and 4
    D. 1 and 4

Answer 817

A. 1 and 2

Question 818

42. Identify the missing word(s) in the following sentence. A(n) [?] is the cause, or potential cause, of one or more incidents.
    A. Known error
    B. Change
    C. Event
    D. Problem

Answer 818

D. Problem

Question 819

43. Which is the FIRST action when optimizing a service?
    A. Implement the improvements
    B. Assess the current state
    C. Understand the organizational context
    D. Agree the future state

Answer 819

C. Understand the organizational context

Question 820

44. Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
    A. Service request management
    B. Change enablement
    C. Service level management
    D. Incident management

Answer 820

B. Change enablement

Question 821

45. Which is a financially valuable component that can contribute to the delivery of a service?
    A. Configuration item
    B. Service offering
    C. Sponsor
    D. IT asset

Answer 821

D. IT asset

Question 822

46. Which is described by the ‘organizations and people’ dimension of service management?
    A. Workflows and controls
    B. Communication and collaboration
    C. Inputs and outputs
    D. Contracts and agreements

Answer 822

B. Communication and collaboration

Question 823

47. What is the customer of a service responsible for?
    A. Defining the requirements for the service
    B. Authorizing the budget for the service
    C. Using the service
    D. Provisioning the service

Answer 823

A. Defining the requirements for the service

Question 824

23. Which term is used to describe removing something that could have an effect on a service?
    A. An IT asset
    B. A problem
    C. A change
    D. An incident

Answer 824

C. A change

Question 825

48. Which guiding principle recommends coordinating all 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

Answer 825

C. Think and work holistically

Question 826

49. What is the purpose of the ‘relationship management’ practice?
    A. To establish and nurture the links between the organization and its stakeholders
    B. To align the organization’s practices and services with changing business needs
    C. To set clear business-based targets for service performance
    D. To support the agreed quality of a service handling all agreed, user-initiated service requests

Answer 826

A. To establish and nurture the links between the organization and its stakeholders

Question 827

50. 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

Answer 827

D. Leverage existing workflows whenever possible

Question 828

51 What is the purpose of the ‘information security management’ practice?
A. To protect the information needed by the organization to conduct its business
B. To observe services and service components
C. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
D. To plan and manage the full lifecycle of all IT assets

Answer 828

A. To protect the information needed by the organization to conduct its business

Question 829

52. 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. measurement
    B. tools
    C. plans
    D. process

Answer 829

A. measurement

Question 830

53. 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

Answer 830

D. By optimizing as much as possible first

Question 831

54. How is a ‘continual improvement register’ used?
    A. To authorize changes to implement improvement initiatives
    B. To organize past, present, and future improvement ideas
    C. To provide a structured approach to implementing improvements
    D. To record requests for provision of a resource or service

Answer 831

C. To provide a structured approach to implementing improvements

Question 832

55. Which is an input to the service value system?
    A. The system of directing and controlling an organization
    B. Recommendations to help an organization in all aspects of its work
    C. A model to help meet stakeholders’ expectations
    D. A need from consumers for new or changed services

Answer 832

D. A need from consumers for new or changed services

Question 833

56. Which organization delivers outputs or outcomes of a service?
    A. A service provider delivers outputs of the service
    B. A service provider delivers outcomes of the service
    C. A service consumer delivers outputs of the service
    D. A service consumer delivers outcomes of the service

Answer 833

A. A service provider delivers outputs of the service

Question 834

57. Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?
    A. Service level management
    B. Supplier management
    C. Service desk
    D. Service request management

Answer 834

A. Service level management

Question 835

58. What is used as a tool to help define and measure performance?
    A. A service level agreement
    B. A continual improvement register
    C. An incident record
    D. A change schedule

Answer 835

A. A service level agreement

Question 836

59. Which statement about the inputs and outputs of the value chain activities is CORRECT?
    A. Inputs and outputs are fixed for each value chain activity
    B. Some value chain activities only have inputs, whereas others only have outputs C. The organization’s governance will determine the inputs and outputs of each value chain activity
    D. Each value chain activity receives inputs and provides outputs

Answer 836

D. Each value chain activity receives inputs and provides outputs

Question 837

60. 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 [?], and the CIs that support them, is available when and where it is needed.
    A. organizations
    B. outcomes
    C. IT assets
    D. services

Answer 837

D. services

Question 838

61. Which value chain activity is concerned with the availability of service components?
    A. Deliver and support
    B. Obtain/build
    C. Plan
    D. Design and transition

Answer 838

B. Obtain/build

Question 839

62. Which is the BEST type of resource for investigating complex incidents?
    A. Self-help systems
    B. Knowledgeable support staff
    C. Detailed work instructions
    D. Disaster recovery plans

Answer 839

D. Disaster recovery plans

Question 840

63. 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

Answer 840

A. Identifying and logging opportunities

Question 841

64. 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

Answer 841

B. Business analysis and commercial management

Question 842

65. When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
    A. Minimum viable product
    B. Feedback loop
    C. Analysis paralysis
    D. Direct observation

Answer 842

B. Feedback loop

Question 843

66. Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
    A. Deployment management
    B. Service configuration management
    C. Change enablement
    D. IT asset management

Answer 843

D. IT asset management

Question 844

67. What is MOST LIKELY to be handled as a service request?
    A. Managing an interruption to a service
    B. An emergency change to apply a security patch
    C. The implementation of a workaround
    D. Providing a virtual server for a development team

Answer 844

D. Providing a virtual server for a development team

Question 845

68. A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
    A. Incident management
    B. Problem management
    C. Change enablement
    D. Service request management

Answer 845

A. Incident management

Question 846

69. Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
    A. Service desk
    B. Continual improvement
    C. Problem management
    D. Service request management

Answer 846

A. Service desk