Sample 1

Question 1

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

Answer 1

D Deployment management

Question 2

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

Answer 2

A Service desk

Question 3

3 Which practice identifies metrics that reflect the customer’s experience of a service

Answer 3

C Service level management

Question 4

4 What is the PRIMARY use of a change schedule

Answer 4

C To plan changes and help avoid conflicts

Question 5

5 Which service management dimension is focused on activities and how these are coordinated?

Answer 5

D Value streams and processes

Question 6

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

Answer 6

A It helps direct the incident to the correct support area

Question 7

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.

Answer 7

B outcomes

Question 8

8 Which is a recommendation of the ‘continual improvement’ practice

Answer 8

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

Question 9

9 Which is a potential benefit of using an IT service management tool to support the ‘incident management’ practice?

Answer 9

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

Question 10

10 Which role submits service requests

Answer 10

A The user, or their authorized representative

Question 11

11 Which practice provides a single point of contact for users

Answer 11

C Service desk

Question 12

12 Which guiding principle recommends that the four dimensions of service management are considered?

Answer 12

C Focus on value

Question 13

13 Which would be supported by the ‘service request management’ practice?

Answer 13

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

Question 14

14 Which practice is the responsibility of everyone in the organization?

Answer 14

D. Continual improvement

Question 15

15 Identify the missing word in the following sentence.

The purpose of the ‘information security management’ practice is to [?] the organization’s information.

Answer 15

D. Protect

Question 16

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

Answer 16

B. Start where you are

Question 17

17 Which is NOT usually included as part of incident management?

Answer 17

C. Detailed procedures for the diagnosis of incidents

Question 18

18 Which describes the nature of the guiding principles?

Answer 18

A. Guiding principles can guide an organization in all circumstances

Question 19

19 Which statement about a change authority is CORRECT?

Answer 19

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

Question 20

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

Answer 20

C. Release management

Question 21

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

Answer 21

B. Plan

Question 22

22 Which statement about the value chain activities is CORRECT?

Answer 22

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

Question 23

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

Answer 23

A. 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

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

Answer 24

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

Question 25

25 Which is a purpose of the ‘service desk’ practice?

Answer 25

C. To capture demand for incident resolution and service requests

Question 26

26 How should an organization adopt continual improvement methods?

Answer 26

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

Question 27

27Which ITIL concept describes governance?

Answer 27

D. The service value system

Question 28

28) Which is a recommendation of the ‘service desk’ practice?

Answer 28

C. Service desks should understand the wider organization

Question 29

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

Answer 29

C. Progress iteratively with feedback

Question 30

30 What is a standard change?

Answer 30

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

Question 31

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

Answer 31

C. The problem remains in the known error status

Question 32

32) What is the definition of change?

Answer 32

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

Question 33

33 What is the definition of an event?

Answer 33

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

Question 34

34 Which describes outcomes?

Answer 34

C. Results desired by a stakeholder

Question 35

35 Which is NOT a key focus of the ‘information and technology’ dimension?

Answer 35

D. Roles and responsibilities

Question 36

36 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

Answer 36

D. 1 and 4

Question 37

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

Answer 37

B. Understand how each element contributes to value creation

Question 38

38 What should be done first when applying the ‘focus on value’ guiding principle?

Answer 38

C. Determine who the service consumer is in each situation

Question 39

39 service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?

Answer 39

D. A service offering

Question 40

40What is the definition of warranty?

Answer 40

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