Practice Exam Flashcards by Adam F

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

A. Progress iteratively with feedback
B. Keep is simple and practical
C. Start where you are
D. Focus on value

C. Start where you are

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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 enablement

D. Change enablement

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Which statement about emergency changes is CORRECT?

A. The testing of emergency can be eliminated in order to implement the change quickly

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

C. Emergency changes should be authorized and implemented as
service requests

D. Emergency changes must be fully documented before authorization
and implementation

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

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Which practice coordinates the classification, ownership and communication of service requests and incidents?

A. Supplier management
B. Service desk
C. Problem management
D. Relationship management

B. Service desk

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What is warranty?

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

B. The amount of money spent on a specific activity or resource

C. The functionality offered by a product or service to meet a particular
need

D. The perceived benefits, usefulness and importance of something

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

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Which is part of service provision?

A. The management of resources configured to deliver the service

B. The management of resources needed to consume the service

C. The grouping of one or more services based on one or more
products

D. The joint activities performed to ensure continual value co-creation

A. The management of resources configured to deliver the service

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Which statement about a continual improvement register is CORRECT?

A. It should be managed at the senior level of the organization
B. It should be used to capture user demand
C. There should only be one for the whole organization
D. It should be re-prioritized as ideas are documented

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

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Which statement about outcomes is CORRECT?

A. An outcome can be enabled by more than one output
B. Outcomes are how the service performs
C. An output can be enabled by one or more outcomes
D. An outcome is a tangible or intangible activity

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

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Which statement about service desks is CORRECT?

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

B. The service desk should rely on self-service portals instead of escalation to support teams

C. The service desk should remain isolated from technical support teams

D. The service desk should escalate all technical issues to support and development teams

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

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Which practice updates information relating to symptoms and business impact?

A. Service level management
B. Change control
C. Service request management
D. Incident management

D. Incident management

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Which is included in the purpose of the design and transition value chain activity?

A. Ensuring that service components are available when needed
B. Providing transparency and good stakeholder relationships
C. Supporting services according to specifications
D. Continually meeting stakeholder expectations for costs

D. Continually meeting stakeholder expectations for costs

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Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

A. Change enablement
B. IT asset management
C. Service desk
D. Service request management

D. Service request management

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Which is NOT a component of the service value system?

A. The guiding principles
B. Governance
C. Practices
D. The four dimensions of service management

D. The four dimensions of service management

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Which statement about the steps to fulfill a service request is CORRECT?

A. They should be complex and detailed
B. They should be well-known and proven
C. They should include incident handling
D. They should be brief and simple

B. They should be well-known and proven

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What is defined as a cause, or potential cause, of one or more incidents?

A. Change
B. Event
C. Known error
D. Problem

D. Problem

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Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

A. Start where you are
B. Collaborate and promote visibility
C. Keep it simple and practical
D. Optimize and automate

C. Keep it simple and practical

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When should the effectiveness of a problem workaround be assessed?

A. Whenever the workaround is used
B. Whenever the problem is resolved
C. Whenever the workaround becomes a known error
D. Whenever the problem is prioritized

A. Whenever the workaround is used

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Identify the missing word in the following sentence.
‘A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].’

A. assets
B. values
C. elements
D. services

D. services

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Which dimension considers how knowledge assets should be protected?

A. Organizations and people
B. Partners and suppliers
C. Information and technology
D. Value streams and processes

C. Information and technology

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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

C. A service

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Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].

A. Immediate escalation
B. Specialist teams
C. A separate process
D. Third party support

C. A separate process

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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 organizations performance continually meets stakeholders expectations

A. To help an organization make good decisions

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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

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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

C. To move new or changed components to live environments

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Which is a service request? A. Requesting a workaround for an issue B. Requesting information about how to create a document C. Requesting an enhancement to an application D. Requesting investigation of a degraded service

B. Requesting information about how to create a document

Identify the missing word in the following sentence. 'The purpose of the supplier management practice is to ensure that the 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

D. performances

What is a recommendation of the focus on value guiding principle? A. Make focus on value a responsibility of the management B. Focus on the value of new and significant projects first C. Focus on value for the service provider first D. Focus on value at every step of the improvement

D. Focus on value at every step of the improvement

Which 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

A. Optimize and automate

Which describes a set of defined steps for implementing improvements? A. The improve value chain activity B. The continual improvement register C. The continual improvement model D. The engage value chain activity

C. The continual improvement model

Which is a key requirement for a successful service level agreement? A. It should be written in legal language B. It should be simply written and easy to understand C. It should be based on the service providers view of the service D. It should relate to simple operational metrics

B. It should be simply written and easy to understand

When planning continual improvement, which approach for assessing the current state of a service is CORRECT? A. An organization should always use a single technique to ensure metrics are consistent B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis C. An organization should always develop competencies in methodologies and techniques that will meet their needs D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies

C. An organization should always develop competencies in methodologies and techniques that will meet their needs

How does a service consumer contribute to the reduction of risk? A. By paying for the service B. By managing server hardware C. By communicating constraints D. By managing staff availability

C. By communicating constraints

What helps diagnose and resolve a simple incident? A. Rapid escalation B. Formation of a temporary team C. The use of scripts D. Problem prioritization

C. The use of scripts

Which ITIL practice has a purpose that includes reducing the likelihood of incidents? A. Change control B. Continual improvement C. Problem management D. Service desk

C. Problem management

Which service level metrics are BEST for measuring user experience? A. Single system-based metrics B. Metrics for the percentage of uptime of a service C. Operational metrics D. Metrics linked to defined outcomes

D. Metrics linked to defined outcomes

What are the MOST important skills required by service desk staff? A. Incident analysis skills B. Technical skills C. Problem resolution skills D. Supplier management skills

A. Incident analysis skills

Which TWO statements about an organizations culture are CORRECT? 1. It is created from shared values based on how it carries out its work 2. It is determined by the type of technology used to support services 3. It should be based on the culture of prospective suppliers 4. It should be based on the objectives of the organization A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4

D. 1 and 4

When should a change request be submitted to resolve a problem? A. As soon as a solution for the problem has been identified B. As soon as a workaround for the problem has been identified C. As soon as the analysis of the frequency and impact of incidents justifies the change D. As soon as the analysis of cost, risks and benefits justifies the change

D. As soon as the analysis of cost, risks and benefits justifies the change

Which guiding principle helps to ensure that better information is available for decision making? A. Keep it simple and practical B. Think and work holistically C. Optimize and automate D. Collaborate and promote visibility

D. Collaborate and promote visibility

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 enablement

B. Monitoring and event management

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

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

How does information about problems and known errors contribute to 'incident management'? A. It enables quick and efficient diagnosis of incidents B. It removes the need for regular customer updates C. It removes the need for collaboration during incident resolution D. It enables the reassessment of known errors

A. It enables quick and efficient diagnosis of incidents

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

B. Service desk

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

B. A customer

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

B. Consumer and provider

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

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

What is the expected outcome from using a service value chain? A. Service value streams B. Customer engagement C. Value realization D. The application of practices

C. Value realization

Which statement about outcomes is CORRECT? A. Outcomes are one or more services that fulfill the needs of a service consumer B. Service providers help service consumers achieve outcomes C. Outcomes help service consumers achieve outputs D. Helping service consumers achieve outcomes reduces service provider costs

B. Service providers help service consumers achieve outcomes

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

B. Listening

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

C. Problem identification, problem control, error control

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

B. Providing transparency and good relationships

What is the PRIMARY use of a change schedule? A. To support 'incident management' and improvement planning B. To manage emergency changes C. To plan changes and help avoid conflicts D. To manage standard changes

C. To plan changes and help avoid conflicts

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

C. Service level management

C. To plan changes and help avoid conflicts

Which service management dimension is focused on activities and how these are coordinated? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes

D. Value streams and processes

How does categorization of incidents assist the ‘incident management’ practice? A. It helps direct the incident to the correct support area B. It determines the priority assigned to the incident C. It ensures that incidents are resolved in timescales agreed with the customer D. It determines how the service provider is perceived

A. It helps direct the incident to the correct support area

Identify the missing word(s) in the following sentence. 'A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.' A. the warranty B. outcomes C. the utility D. outputs

B. outcomes

Which is a recommendation of the ‘continual improvement’ practice? A. There should at least be a small team dedicated to leading ‘continual improvement’ efforts B. All improvements should be managed as multi-phase projects C. ‘Continual improvement' should be isolated from other practices D. External suppliers should be excluded from improvement initiatives

A. There should at least be a small team dedicated to leading ‘continual improvement’ efforts

Which is a potential benefit of using an IT service management tool to support the 'incident management' practice? A. It may ensure that the cause of incidents is identified within agreed times B. It may provide automated matching of incidents to problems or known errors C. It may ensure that supplier contracts are aligned with the needs of the service provider D. It may provide automated resolution and closure of complex incidents

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

Which role submits service requests? A. The user, or their authorized representative B. The customer, or their authorized representative C. The sponsor, or their authorized representative D. The supplier, or their authorized representative

A. The user, or their authorized representative

Which practice provides a single point of contact for users? A. Incident management B. Change enablement C. Service desk D. Service request management

C. Service desk

Which guiding principle recommends that the four dimensions of service management are considered? A. Think and work holistically B. Progress iteratively with feedback C. Focus on value D. Keep it simple and practical

A. Think and work holistically

Which would be supported by the ‘service request management’ practice? A. A request to authorize a change that could have an effect on a service B. A request from a user for something which is a normal part of service delivery C. A request to restore service after a service interruption D. A request to investigate the cause of multiple related incidents

B. A request from a user for something which is a normal part of service delivery

Which practice is the responsibility of everyone in the organization? A. Service level management B. Change enablement C. Problem management D. Continual improvement

D. Continual improvement

Identify the missing word in the following sentence. The purpose of the ‘information security management’ practice is to [?] the organization’s information. A. store B. provide C. audit D. protect

D. protect

Which guiding principle recommends collecting data before deciding what can be re-used? A. Focus on value B. Start where you are C. Keep it simple and practical D. Progress iteratively with feedback

B. Start where you are

Which guiding principle emphasizes the importance of understanding the needs and expectations of stakeholders? A. Think and work holistically B. Focus on value C. Start where you are D. Optimize and automate

B. Focus on value

Which guiding principle emphasizes the importance of making decisions based on direct observation and evidence? A. Start where you are B. Think and work holistically C. Progress iteratively with feedback D. Collaborate and promote visibility

A. Start where you are

Which is NOT usually included as part of incident management? A. Scripts for collecting initial information about incidents B. Formalized procedures for logging incidents C. Detailed procedures for the diagnosis of incidents D. The use of specialized knowledge for complicated incidents

C. Detailed procedures for the diagnosis of incidents

Which describes the nature of the guiding principles? A. Guiding principles can guide an organization in all circumstances B. Each guiding principle mandates specific actions and decisions C. An organization will select and adopt only one of the seven guiding principles D. Guiding principles describe the processes that all organizations must adopt

A. Guiding principles can guide an organization in all circumstances

Which statement about a change authority is CORRECT? A. A single change authority should be assigned to authorize all types of change and change models B. A change authority should be assigned for each type of change and change model C. Normal changes are pre-authorized and do not need a change authority D. Emergency changes can be implemented without authorization from a change authority

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

Which practice has the purpose of making new and changed services and features available for use? A. Change enablement B. Service request management C. Release management D. Deployment management

C. Release management

Which value chain activity ensures people understand the organization’s vision? A. Improve B. Plan C. Deliver and support D. Obtain/build

B. Plan

Which statement about the value chain activities is CORRECT? A. Every practice belongs to a specific value chain activity B. A specific combination of value chain activities and practices forms a service relationship C. Service value chain activities form a single workflow that enables value creation D. Each value chain activity contributes to the value chain by transforming specific inputs into outputs

D. Each value chain activity contributes to the value chain by transforming specific inputs into outputs

What is the purpose of the ‘supplier management’ practice? A. To ensure that the organization‘s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services B. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services C. To ensure that the organization’s suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, and delivery activities D. To ensure that accurate and reliable information about the configuration of suppliers' services is available when and where it is needed

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

What are the two types of cost that a service consumer should evaluate? A. The price of the service, and the cost of creating the service B. The costs removed by the service, and the costs imposed by the service C. The cost of provisioning the service, and the cost of improving the service D. The cost of software, and the cost of hardware

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

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

C. To capture demand for incident resolution and service requests

How should an organization adopt continual improvement methods? A. Use a new method for each improvement the organization handles B. Select a few key methods for the types of improvement that the organization handles C. Build the capability to use as many improvement methods as possible D. Select a single method for all improvements that the organization handles

B. Select a few key methods for the types of improvement that the organization handles

Which ITIL concept describes governance? A. The seven guiding principles B. The four dimensions of service management C. The service value chain D. The service value system

D. The service value system

Which is a recommendation of the ‘service desk’ practice? A. Service desks should avoid the use of automation B. Service desks should be highly technical C. Service desks should understand the wider organization D. Service desks should be a physical team in a single fixed location

C. Service desks should understand the wider organization

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner? A. Focus on value B. Start where you are C. Progress iteratively with feedback D. Collaborate and promote visibility

C. Progress iteratively with feedback

What is a standard change? A. A change that is well understood, fully documented and pre-authorized B. A change that needs to be assessed, authorized, and scheduled by a change authority C. A change that doesn’t need a risk assessment because it is required to resolve an incident D. A change that is assessed, authorized, and scheduled as part of ‘continual improvement’

A. A change that is well understood, fully documented and pre-authorized

Which statement best describes an emergency change? A. A change that is pre-authorized and follows a predefined process B. A change that is implemented as soon as possible to resolve an incident or avoid a major impact C. A change that is scheduled and approved as part of the regular change management process D. A change that is low-risk and routine, requiring minimal documentation

B. A change that is implemented as soon as possible to resolve an incident or avoid a major impact

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively? A. A change request is submitted to change enablement B. Problem management restores the service as soon as possible C. The problem remains in the known error status D. The problem record is deleted

C. The problem remains in the known error status

What is the definition of change? A. To add, modify or remove anything that could have a direct or indirect effect on services B. To ensure that accurate and reliable information about the configuration of services is available C. To make new and changed services and features available for use D. To move new or changed hardware, software, or any other component to live environments

A. To add, modify or remove anything that could have a direct or indirect effect on services

What is the definition of an event? A. Any change of state that has significance for the management of a service or other configuration item B. Any component that needs to be managed in order to deliver an IT service C. An unplanned interruption to a service or reduction in the quality of a service D. Any financially valuable component that can contribute to the delivery of an IT product or service

A. Any change of state that has significance for the management of a service or other configuration item

Which describes outcomes? A. Tangible or intangible deliverables B. Functionality offered by a product or service C. Results desired by a stakeholder D. Configuration of an organization’s resources

C. Results desired by a stakeholder

Which is NOT a key focus of the ‘information and technology’ dimension? A. Security and compliance B. Communication systems and knowledge bases C. Workflow management and inventory systems D. Roles and responsibilities

D. Roles and responsibilities

Which practices are typically involved in the implementation of a problem resolution? 1. Continual improvement 2. Service request management 3. Service level management 4. Change enablement A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4

D. 1 and 4

Which is a key consideration for the guiding principle ‘keep it simple and practical’? A. Try to create a solution for every exception B. Understand how each element contributes to value creation C. Ignore the conflicting objectives of different stakeholders D. Start with a complex solution, then simplify

B. Understand how each element contributes to value creation

What should be done first when applying the ‘focus on value’ guiding principle? A. Identify the outcomes that the service facilitates B. Identify all suppliers and partners involved in the service C. Determine who the service consumer is in each situation D. Determine the cost of providing the service

C. Determine who the service consumer is in each situation

A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of? A. Value B. An outcome C. Warranty D. A service offering

D. A service offering

What is the definition of warranty? A. A tangible or intangible deliverable that is produced by carrying out an activity B. The assurance that a product or service will meet agreed requirements C. A possible event that could cause harm or loss, or make it more difficult to achieve objectives D. The functionality offered by a product or service to meet a particular need

B. The assurance that a product or service will meet agreed requirements