Sample 2

Question 1

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

Answer 1

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

Question 2

2) Which term describes the functionality offered by a service?

Answer 2

B. Utility

Question 3

3) Which is the purpose of the ‘monitoring and event management’ practice?

Answer 3

B. To systematically observe services and service components, and record and report selected changes of state

Question 4

4) What should all ‘continual improvement’ decisions be based on?

Answer 4

B. Accurate and carefully analyzed data

Question 5

5) How do all value chain activities transform inputs to outputs?

Answer 5

B. By using a combination of practices

Question 6

6) How does customer engagement contribute to the ‘service level management’ practice?
1. It captures information that metrics can be based on
2. It ensures the organization meets defined service levels
3. It defines the workflows for service requests
4. It supports progress discussions

Answer 6

D. 1 and 4

Question 7

7) What is the starting point for optimization?

Answer 7

B. Understanding the vision and objectives of the organization

Question 8

8) 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.

Answer 8

C. service value system

Question 9

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

Answer 9

B. Service request management

Question 10

10) Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

Answer 10

D. Service relationship management

Question 11

11) Which practice may involve the initiation of disaster recovery?

Answer 11

A. Incident management

Question 12

12) What type of change is MOST likely to be managed by the ‘service request management’ practice?

Answer 12

C. A standard change

Question 13

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

Answer 13

B. Collaborate and promote visibility

Question 14

14) What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?

Answer 14

A. A service

Question 15

15) Which statement about change authorization is CORRECT?

Answer 15

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

Question 16

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

Answer 16

A. Organizations and people

Question 17

17) Identify the missing word in the following sentence

Answer 17

B. analyzed

Question 18

18) Which statement about known errors and problems is CORRECT?

Answer 18

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

Question 19

19) What does the ‘service request management’ practice depend on for maximum efficiency?

Answer 19

C. Processes and procedures

Question 20

20) Which statement about the ‘service desk’ practice is CORRECT

Answer 20

D. It needs a practical understanding of the business processes

Question 21

21) Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

Answer 21

A. Service configuration management

Question 22

22) Which practice has a purpose that includes restoring normal service operation as quickly as possible?

Answer 22

D. Incident management

Question 23

23) Identify the missing word in the following sentence.
A customer is the role that defines the requirements for a service and takes responsibility for the [?] of service consumption

Answer 23

B. outcomes

Question 24

24) Which guiding principle describes the importance of doing something, instead of spending a long time analyzing different options

Answer 24

D. Progress iteratively with feedback

Question 25

25) What should be done for every problem?

Answer 25

B. It should be prioritized based on its potential impact and probability

Question 26

26) How should an organization include third-party suppliers in the continual improvement of services?

Answer 26

A. Ensure suppliers include details of their approach to service improvement in contracts

Question 27

27) What considerations influence the supplier strategy of an organization?

Answer 27

C. Corporate culture of the organization

Question 28

28) What is a problem?

Answer 28

C. A cause or potential cause of one or more incidents

Question 29

29) What is the purpose of the ‘relationship management’ practice?

Answer 29

B. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

Question 30

30) Which is intended to help an organization adopt and adapt ITIL guidance?

Answer 30

B. The guiding principles

Question 31

31) What is an output?

Answer 31

D. Something created by carrying out an activity

Question 32

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

Answer 32

C. It provides an outcome-based view of services

Question 33

33) Why should incidents be prioritized?

Answer 33

C. To ensure that incidents with the highest business impact are resolved first

Question 34

34) Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?

Answer 34

B. IT asset management

Question 35

35) Why should service desk staff detect recurring issues?

Answer 35

A. To help identify problems

Question 36

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

Answer 36

D. Plan

Question 37

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

Answer 37

D. Focus on value

Question 38

38) Which practice provides visibility of the organization’s services by capturing and reporting on service performance?

Answer 38

B. Service level management

Question 39

39) Which is the BEST example of an emergency change?

Answer 39

C. The implementation of a security patch to a critical software application

Question 40

40) Which guiding principle recommends assessing the current state and deciding what can be reused?

Answer 40

B. Start where you are