Rem 1

Question 1

Which guiding principle recommends collecting data before deciding what can be re-used?

Focus on value
Keep it simple and practical
Start where you are
Progress interactively with feedback

Answer 1

Start where you are

Question 2

Which statement about known errors and problems is CORRECT?

Known error is the status assigned to a problem after it has been analyzed
A known error is the cause of one or more problems
Known errors cause vulnerabilities, problems cause incidents
Known errors are managed by technical staff, problems are managed by service management staff

Answer 2

Known error is the status assigned to a problem after it has been analyzed

Question 3

Which guiding principle helps to ensure that better information is available for decision making?

Keep it simple and practical
Collaborate and promote visibility
Optimize and automate
Think and work holistically

Answer 3

Collaborate and promote visibility

Question 4

Which guiding principle recommends coordinating all dimensions of service management?

Start where you are
Think and work holistically
Keep it simple and practical
Progress iteratively with feedback

Answer 4

Think and work holistically

Question 5

Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

Focus on value
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical

Answer 5

Collaborate and promote visibility

Question 6

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

Focus on value
Start where you are
Collaborate and promote visibility
Progress iteratively with feedback

Answer 6

Progress iteratively with feedback

Question 7

Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

Optimize and automate
Start where you are
Focus on value
Progress iteratively with feedback

Answer 7

Progress iteratively with feedback

Question 8

Which of the following is NOT an activity within the service value chain?

Engage
Guiding principles
Delivery and Support
Obtain/Build

Answer 8

Guiding principles

Question 9

What is the end result of the service value system?

Activities
Value
Practices
Demand

Answer 9

Value

Question 10

What is the reason for using a balanced bundle of service metrics?

It reduces the number of metrics that need to be collected
It reports each service element separately
It provides an outcome-based view of services
It facilitates the automatic collection of metrics

Answer 10

It provides an outcome-based view of services

Question 11

What is the effect of increased automation on the ‘service desk’ practice?

Greater ability to focus on customer experience when personal contact is needed
Decrease in self-service incident logging and resolution
Increased ability to focus on fixing technology instead of supporting people
Elimination of the need to escalate incidents to support teams

Answer 11

Greater ability to focus on customer experience when personal contact is needed

Question 12

Which statement about the ‘service desk’ practice is CORRECT?

It provides a link with stakeholders at strategic and tactical levels
It carries out change assessment and authorization
It investigates the cause of incidents
It needs a practical understanding of the business processes

Answer 12

It needs a practical understanding of the business processes

Question 13

Identify the missing words in the following sentence. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives.

‘focus on value’ guiding principle
service value system
‘service request management’ practice
four dimensions of service management

Answer 13

service value system

Question 14

How should an organization adopt continual improvement methods?

Use a new method for each improvement the organization handles
Select a few key methods for the types of improvement that the organization handles
Build the capability to use as many improvement methods as possible
Select a single method for all improvements that the organization handles

Answer 14

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

Question 15

Which value chain activity communicates the current status of all four dimensions of service management?

Engage
Improve
Obtain/build
Plan

Answer 15

Plan

Question 16

Which statement about emergency changes is CORRECT?

The testing of emergency can be eliminated in order to implement the change quickly
The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
Emergency changes should be authorized and implemented as service requests
Emergency changes must be fully documented before authorization and implementation

Answer 16

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

Question 17

Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

Local
Centralized
Outsourced
Virtual

Answer 17

Outsourced

Question 18

What is described by the service value system?

How all the components and activities of the organization work together as a system to enable value creation
Services based on one or more products, designed to address needs of a target consumer group
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
How to apply the systems approach of the guiding principle think and work holistically

Answer 18

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

Question 19

How does information about problems and known errors contribute to ‘incident management’?

It removes the need for regular customer updates
It removes the need for collaboration during incident resolution
It enables quick and efficient diagnosis of incidents
It enables the reassessment of known errors

Answer 19

It enables quick and efficient diagnosis of incidents

Question 20

Which term describes the functionality offered by a service?

Cost
Utility
Warranty
Risk

Answer 20

Utility

Question 21

Which guiding principle is PRIMARILY concerned with consumer’s revenue and growth?

Progress iteratively with feedback
Keep it simple and practical
Optimize and automate
Focus on value

Answer 21

Focus on value

Question 22

Which value chain activity ensures the availability of service components?

Improve
Deliver and support
Obtain/build
Engage

Answer 22

Obtain/build

Question 23

What is the CORRECT definition of service management?

A set of specialized organizational capabilities for delivering value to customers in the form of services
The capability of supplier to deliver services to providers in exchange for money
A set of specialized assets for transitioning services into the live operational environment
The capability of service providers to minimize their costs without reducing the value of the services

Answer 23

A set of specialized organizational capabilities for delivering value to customers in the form of services

Question 24

What is a recommendation of the ‘focus on value’ guiding principle?

Focus on value for the service provider first
Make ‘focus on value’ a responsibility of the management
Focus on value at every step of the improvement
Focus on the value of new and significant projects first

Answer 24

Focus on value at every step of the improvement

Question 25

What considerations influence the supplier strategy of an organization?

Contracts and agreements
Type of cooperation with suppliers
Corporate culture of the organization
Level of formality

Answer 25

Corporate culture of the organization

Question 26

Which practice updates information relating to symptoms and business impact?

Incident management
Service request management
Change control
Service level management

Answer 26

Incident management

Question 27

Which ITIL concept describes governance?

The service value system
The service value chain
The seven guiding principles
The four dimensions of service management

Answer 27

The service value system

Question 28

Which practice provides support for managing feedback, compliments and complaints from users?

Change control
Service request management
Problem management
Incident management

Answer 28

Service request management

Question 29

How does categorization of incidents assist the ‘incident management’ practice?

It determines the priority assigned to the incident
It determines how the service provider is perceived
It helps direct the incident to the correct support area
It ensures that incidents are resolved in timescales agreed with the customer

Answer 29

It helps direct the incident to the correct support area

Question 30

Which dimension of service management considers governance, management, and communication?

Organizations and people
Information and technology
Partners and suppliers
Value streams and processes

Answer 30

Organizations and people

Question 31

Which dimension includes activities and workflows?

Organizations and people
Information and technology
Partners and suppliers
Value streams and processes

Answer 31

Value streams and processes

Question 32

Which describes a standard change?

A change that needs to be scheduled, assessed and authorized following a defined process
A change that is typically implemented as a service request
A high-risk change that needs very thorough assessment
A change that must be implemented as soon as possible

Answer 32

A change that is typically implemented as a service request