Practice Test 1

Question 1

1) Which practice is responsible for moving components to live environments?

A. Change enablement
B. Release management
C. IT asset management
D. Deployment management

Answer 1

D. Deployment Management

“The purpose of the deployment management practice is to move new or
changed hardware, software, documentation, processes, or any other component to
live environments.”

Question 2

Which practice includes the classification and ownership of queries and requests from users?

A. Service desk
B. Incident management
C. Change enablement
D. Service level management

Answer 2

A. ServiceDesk

“Service desks provide a clear path for users to report issues, queries,
and requests, and have them acknowledged, classified, owned, and actioned”.

Question 3

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

Answer 3

C. Service Level Management.

“Service level management identifies metrics and measures that are a
truthful reflection of the customer’s actual experience and level of satisfaction with
the whole service,” and “Engagement is needed to understand and confirm the
actual ongoing needs and requirements of customers, not simply what is interpreted
by the service provider or has been agreed several years before.”

Question 4

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

Answer 4

C. To plan changes and help avoid conflicts

“The change schedule is used to help plan changes, assist in
communication, avoid conflicts, and assign resources.”

Question 5

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

Answer 5

Value Streams and Processes

The ‘value streams and processes’ dimension “focuses on what
activities the organization undertakes and how they are organized, as well as how
the organization ensures that it is enabling value creation for all stakeholders
efficiently and effectively.”

Question 6

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

Answer 6

It helps direct the incident to the correct support area

“More complex incidents will usually be escalated to a support team for
resolution. Typically, the routing is based on the incident category, which should
help to identify the correct team.”

Question 7

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

Answer 7

Outcomes

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 costs and risks”.

Question 8

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

Answer 8

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

Question 9

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

Answer 9

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

Question 10

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

Answer 10

The user, or their authorized representative.

Question 11

Which practice provides a single point of contract for users?

A. Incident management
B. Change enablement
C. Service desk
D. Service request management

Answer 11

Service Desk

Question 12

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

Answer 12

Think and Work Holistically

Question 13

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

Answer 13

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

Question 14

Which practice is the responsibility of everyone in the organization?

Answer 14

Continual improvement

Question 15

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

Answer 15

protect

Question 16

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

Answer 16

Start where you are

Question 17

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

Answer 17

Detailed procedures for the diagnosis of incidents

Question 18

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

Answer 18

guiding principles can guide an organization in all circumstances.

Question 19

Which practice has the purpose of making new and changed services and features available for use?

Change enablement
B. Service request management
C. Release management
D. Deployment management

Answer 19

Release management

Question 20

Which Statement of Change authority is correct?

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

Answer 20

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

Question 21

Which value chain activity ensures people understand the organization’s vision

A. Improve
B. Plan
C. Deliver and support
D. Obtain/build

Answer 21

Plan

Question 22

Whish 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

Answer 22

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

Question 23

What is the purpose of the ‘supplier management’ practice?

Answer 23

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

Question 24

What are the two types of cost that a service consumer should evaluate?

Answer 24

The cost removed by the service, and the cost imposed by the service.

Question 25

Which is a purpose of the ‘service desk’ practices ?

Answer 25

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

Question 26

How should an organization adopt continual improvement methods?

Answer 26

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

The guidance describes how there are many methods that can be used
for improvement initiatives and warns against using too many. The guidance states
“It is a good idea to select a few key methods that are appropriate to the types of
improvement the organization typically handles and to cultivate those methods”.

Question 27

Which ITIL concept describes governance?

Answer 27

The service value system

The components of the service value system are ‘guiding principles’,
‘governance’, ‘service value chain’, ‘practices’, and ‘continual improvement’.

Question 28

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

Answer 28

Service desks should understand the wider organization

“Another key aspect of a good service desk is its practical understanding
of the wider organization, the business processes, and the users.”

Question 29

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

Answer 29

Progress iteratively with feedback

The description of the ‘progress iteratively with feedback’ guiding
principle says “by organizing work into smaller, manageable sections that can be
executed and completed in a timely manner, the focus on each effort will be sharper
and easier to maintain.”

Question 30

What is a standard change?

Answer 30

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

“These are low-risk, pre-authorized changes that are well understood
and fully documented, and can be implemented without needing additional
authorization. They are often initiated as service requests, but may also be
operational changes. When the procedure for a standard change is created or
modified, there should be a full risk assessment and authorization as for any other
change. This risk assessment does not need to be repeated each time the standard
change is implemented; it only needs to be done if there is a modification to the way
it is carried out.”

Question 31

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

Answer 31

The problem will remain in the known error status

“An effective incident workaround can become a permanent way of

dealing with some problems when resolving the problem is not viable or cost-
effective. In this case, the problem remains in the known error status, and the

documented workaround is applied should related incidents occur”.

Question 32

What is the definition of change?

Answer 32

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

Question 33

What is the definition of an event

Answer 33

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

Question 34

Which describes outcomes?

Answer 34

Results desired by a stakeholder.

An outcome is “a result for a stakeholder enabled by one or more
outputs”. The definition of a service describes how the value of a service enables
value co-creation by facilitating outcomes that customers want to achieve.

Question 35

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

Answer 35

Roles and responsibilities.

“The organizations and people dimension of a service covers roles and
responsibilities, formal organizational structures, culture, and required staffing and
competencies, all of which are related to the creation, delivery, and improvement of
a service.”

Question 36

Which practices are typically involved in the implementation of a problem resolution?

Answer 36

Continual improvement and change enablement.

“Problem management activities can identify improvement opportunities in all
four dimensions of service management. Solutions can in some cases be treated as
improvement opportunities, so they are included in a continual improvement register
(CIR), and continual improvement techniques are used to prioritize and manage
them.”

“Error control also includes identification of potential permanent solutions which
may result in a change request for implementation of a solution.” Ref 5.2.8

Question 37

Which is a key consideration for the guiding principle ‘keep it simple and practical’?

Answer 37

Understand how each element contributes to value creation

The ‘keep it simple and practical’ guiding principle states: “When
analyzing a practice, process, service, metric, or other improvement target, always
ask whether it contributes to value creation.”

Question 38

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

Answer 38

Determine who the service consumer is in each situation

“The first step in focusing on value is knowing who is being served. In
each situation the service provider must, therefore, determine who the service
consumer is”.

Question 39

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

Answer 39

A service offering

Service providers define combinations of goods, access to resources
and service actions, to address the needs of different consumer groups. These
combinations are called service offerings.

Question 40

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

Answer 40

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