85%

1. When working on an improvement iteration, which concept helps

to ensure that the iteration activities remain appropriate in changing
circumstances?
A. Minimum viable product
B. Feedback loop
C. Analysis paralysis
D. Direct observation

2. Which practice has a purpose that includes the management of

financially valuable components that can contribute to the delivery
of an IT service?
A. Deployment management
B. Service configuration management
C. Change enablement
D. IT asset management

3. Which practice ensures that service actions, that are a normal

part of service delivery, are effectively handled?
A. Incident management
B. Service level management
C. Problem management
D. Service Request Management

4. A service will be unavailable for the next two hours for unplanned
maintenance.
Which practice is MOST LIKELY to be involved in managing this?
A. Incident management
B. Problem management
C. Change enablement
D. Service request management

5. Which practice MOST requires staff who demonstrate skills such

as empathy and emotional intelligence?
A. Service desk
B. Continual improvement
C. Problem management
D. Service request management

6. What is the definition of 'service management'?

A. A set of specialized organizational capabilities for enabling
value for customers in the form of services
B. A result for a stakeholder enabled by one or more outputs
C. A formal description of one or more services, designed to
address the needs of a target consumer group
D. Joint activities performed by a service provider and a service
consumer to ensure continual value co-creation

7. How is a 'continual improvement register' used?

A. To authorize changes to implement improvement initiatives
B. To organize past, present, and future improvement ideas
C. To provide a structured approach to implementing improvements
D. To record requests for provision of a resource or service

8. Which is an input to the service value system?

A. The system of directing and controlling an organization
B. Recommendations to help an organization in all aspects of its
work
C. A model to help meet stakeholders' expectations
D. A need from consumers for new or changed services

9. Which organization delivers outputs or outcomes of a service?

A. A service provider delivers outputs of the service
B. A service provider delivers outcomes of the service
C. A service consumer delivers outputs of the service
D. A service consumer delivers outcomes of the service

10. Which practice requires focus and effort to engage and listen to
the requirements, issues, concerns, and daily needs of customers?
A. Service level management
B. Supplier management
C. Service desk
D. Service request management

11 . Which practice performs reviews to ensure that services

continue to meet the needs of the customers?
A. Monitoring and event management
B. Service level management
C. Change enablement
D. Service desk

12. Which service value chain activity deals with the purchase of
new products?
A. Engage
B. Obtain/build
C. Plan
D. Improve

13. Which value chain activity is concerned with the availability of

service components?
A. Deliver and support
B. Obtain/build
C. Plan
D. Design and transition

14. Which is the BEST type of resource for investigating complex

incidents?
A. Self-help systems
B. Knowledgeable support staff
C. Detailed work instructions
D. Disaster recovery plans

15. Which is the cause, or potential cause, of one or more

incidents? A. A known error
B. A change
C. An event
D. A problem
16. Which is the FIRST action when optimizing a service?
A. Implement the improvements
B. Assess the current state
C. Understand the organizational context
D. Agree the future state

17. Which practice would be MOST involved in assessing the risk to

services when a supplier modifies the contract they offer to the
organization?
A. Service request management
B. Change enablement
C. Service level management
D. Incident management

18. Which is a financially valuable component that can contribute to

the delivery of a service?
A. Configuration item
B. Service offering
C. Sponsor
D. IT asset

19. What is the customer of a service responsible for?

A. Defining the requirements for the service
B. Authorizing the budget for the service
C. Using the service
D. Provisioning the service

20. Which term is used to describe removing something that could

have an effect on a service?
A. An IT asset
B. A problem
C. A change
D. An incident

21. Which TWO BEST describe the guiding principles?

1. Short-term
2. Standards
3. Recommendations
4. Long-term
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

22. Which BEST describes the focus of the 'think and work
holistically' principle?
A. Integrating an organization's activities to deliver value
B. Considering the existing organizational assets before building
something new
C. Breaking down large initiatives into smaller pieces of work D.
Eliminating unnecessary steps to deliver valuable outcomes26.

23. Which practice has a purpose that includes managing

authentication and non- repudiation?
A. Information security management
B. Change enablement
C. Service configuration management
D. IT asset management

24. Which of the following is the MOST important for effective

incident management?
A. Collaboration tools and techniques
B. Balanced scorecard review
C. Automated pipelines
D. A variety of access channels

25 Which practice handles all pre-defined user-initiated service

actions?
A. Deployment management
B. Incident management
C. Service level management
D. Service request management
26. Which is the FIRST thing to consider when focusing on value?
A. Understanding what is valuable to the service consumer
B. Defining customer experience and user experience
C. Ensuring value is co-created by improvement initiatives
D. Identifying the service consumer who will receive value

27. Identify the missing word in the following sentence. An

organization which is undertaking an improvement initiative
should [?] the existing methods and services when building for the
future.
A. Consider
B. Re-use
C. Discard
D. Improve

28. For which purpose would the continual improvement practice

use a SWOT analysis?
A. Understanding the current state
B. Defining the future desired state
C. Tracking and managing ideas
D. Ensuring everyone actively participates

29. What is the difference between the 'incident management' and

'service desk' practices?
A. Incident management restores service operation, service desk
provides communication with users
B. Incident management resolves complex issues, service desk
resolves simpler issues
C. Incident management resolves issues, service desk
investigates the underlying causes of issues
D. Incident management manages interruptions to services,
service desk monitors achieved service quality

30. Which step of the 'continual improvement model' defines

measurable targets?
A. What is the vision?
B. Where are we now?
C. Where do we want to be?
D. How do we get there?

31. Which phase of problem management includes the regular

reassessment of the effectiveness of workarounds?
A. Problem identification
B. Problem control
C. Error control
D. Problem analysis

32. What is included in the purpose of the 'release management'

practice?
A. Ensuring information about services is available
B. Moving new software to live environments
C. Making new features available for use
D. Authorizing changes to proceed

33. Why should a service level agreement include bundles of

metrics?
A. To reduce the number of metrics that need to be measured
and reported
B. To ensure that all services are included in the service reports
C. To ensure that the service levels have been agreed with
customers
D. To help focus on business outcomes, rather than operational
results

34. Which is an example of a service request?

A. A request for normal operation to be restored
B. A request to implement a security patch
C. A request for access to a file
D. A request to investigate the cause of an incident
35. Which of the four dimensions contributes MOST to defining
activities needed to deliver services?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes.

36. Which practice balances management of risk with maximizing

throughput?
A. Incident management
B. Problem management
C. improvement
D. Change enablement

37. Which is recommended as part of the 'progress iteratively with feedback' guiding
principle?
A. Prohibit changes to plans after they have been finalized
B. Analyse the whole situation in detail before taking any action
C. Reduce the number of steps that produce tangible results
D. Organize work into small manageable units

38. What is included in the purpose of the 'continual improvement' practice?

A. Ensuring that delivery of services is properly assessed, monitored, and improved
against targets
B. Identifying and continually improving relationships with and between stakeholders
C. Creating collaborative relationships with key suppliers to realize new value
D. Aligning the organization’s practices and services with changing business needs

39. How does the 'incident management' practice set user expectations?
A. By agreeing, and communicating target resolution times
B. By assigning resources to ensure that all incidents are resolved as quickly as
possible
C. By automated matching of incidents to known errors
D. By using collaboration tools to communicate effectively

40. What is the difference between the 'incident management' and 'service desk'
practices?
A. Incident management restores service operation, service desk provides
communication with users
B. Incident management resolves complex issues, service desk resolves simpler
issues
C. Incident management resolves issues, service desk investigates the underlying
causes of issues
D. Incident management manages interruptions to services, service desk monitors
achieved service quality

41. What is a user?

A. The role that directs and controls an organization
B. The role that uses services
C. The role that authorizes budget for service consumption
D. The role that defines the requirements for a service

42. Which is a description of service provision?

A. A formal description of one or more services, designed to address the needs of a
service consumer
B. Cooperation between two organizations to ensure that a service delivers value
C. Activities that an organization performs to deliver services
D. A way to help create value by facilitating outcomes that service consumers need

43. How do 'continual improvement registers' help to create value?

A. By documenting all improvement ideas in a single place
B. By making improvements visible
C. By assigning change authorities for change requests
D. By monitoring achievement against service level targets

44. Which statement about the inputs and outputs of the value chain activities is
CORRECT?
A. Inputs and outputs are fixed for each value chain activity
B. Some value chain activities only have inputs, whereas others only have outputs
C. The organization's governance will determine the inputs and outputs of each value
chain activity
D. Each value chain activity receives inputs and provides outputs

45. What is the value of a service?

A. The benefits, usefulness, or importance of the service, as perceived by the
stakeholders
B. The amount of money that is created or saved for the service consumers by using the
service
C. A tangible or intangible deliverable of the service
D. A result for a stakeholder enabled by the outputs of the service

46. Which is the MOST LIKELY way of resolving major incidents?

A. Users establishing a resolution using self-help
B. The service desk identifying the cause and a resolution
C. A temporary team working together to identify a resolution
D. A support team following detailed procedures for investigating the incident

47. What is the CORRECT order for the three phases of problem management?
A. Problem control, error control, problem identification
B. Error control, problem control, problem identification
C. Problem identification, problem control, error control
D. Problem identification, error control, problem control

48. Which value chain activity ensures that ongoing service activity meets user
expectations?
A. Plan
B. Engage
C. Obtain/build
D. Deliver and support

49. What is included in the purpose of the 'IT asset management' practice?
A. Moving assets to live or other environments for testing or staging
B. Supporting decision-making about purchase, re-use, retirement, and disposal of
assets
C. Making new and changed assets available for use
D. Providing information on how assets are configured and the relationships between
them

50. Which component is focused on the activities needed by an organization to help it

co-create value?
A. Service value chain
B. Continual improvement
C. Guiding principles
D. Practices

51. Why and how is a user MOST LIKELY to contact the service desk?
A. To report a problem using a mobile app
B. To authorize an emergency change via live chat
C. To request access to a resource via a self service portal
D. To discuss the cause of an incident via a phone call

52. Which is the cause, or potential cause, of one or more incidents?

A. A known error
B. A change
C. An event
D. A problem

53. Which guiding principle recommends using ideas from ITIL, Lean, DevOps, Kanban,
and other sources to help drive improvements?
A. Focus on value
B. Start where you are
C. Think and work holistically
D. Optimize and automate

54. What is used as a tool to help define and measure performance?

A. A service level agreement
B. A continual improvement register
C. An incident record
D. A change schedule

55. Which is a financially valuable component that can contribute to the delivery of a
service?
A. Configuration item
B. Service offering
C. Sponsor
D. IT asset

56. Which of the four dimensions is concerned with service integration and
management?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes

57. Which facilitates outcomes that customers want to achieve?

A. Service
B. Warranty
C. Organization
D. IT asset

58. What may form part of a service request procedure?

A. The method of diagnosing the cause
B. Authorization in accordance with a security policy
C. The timescale for restoration of service
D. Escalation to the appropriate change authority

59. Which ITIL concept helps an organization to make good decisions?

A. Four dimensions of service management
B. Guiding principles
C. Service value chain
D. Practices

60. When applying the 'collaborate and promote visibility' principle to an organization's
initiative, which is NOT a necessary action?
A. Ensuring everyone involved in the initiative is in agreement about it before starting
B. Considering different methods of communication for the different audiences
C. Basing decisions about the initiative on visible data
D. Communicating information about the initiative to other parts of the organization

61. Which practice identifies changes of state related to infrastructure, services, and
business processes?
A. Monitoring and event management
B. Change enablement
C. Information security management
D. Service configuration management

62. What is included in the purpose of the 'relationship management' practice?

A. Creating collaborative relationships with key suppliers to uncover and realize new
value
B. Setting clear business-based targets so that the delivery of a service can be
properly assessed
C. Identifying, analysing, monitoring, and the continual improvement of relationships
with stakeholders
D. Handling all pre-defined, user-initiated service requests in an effective and user-
friendly manner

63. Identify the missing word(s) in the following sentence. When an organization is
assessing its current state, it should use [?] to obtain accurate measurements.
A. Reports
B. Risk management techniques
C. Source data
D. Assumptions

64. How should a process design allow for exceptional situations?

A. Create an additional process for each exception
B. Include all exception steps in the main process
C. Create rules to handle exceptions generally
D. Remove the option for process exceptions

65. Which practice needs the right culture to be embedded across the entire
organization?
A. Service level management
B. Service request management
C. Continual improvement
D. Change enablement

66. Why should a service level agreement include bundles of metrics?

A. To reduce the number of metrics that need to be measured and reported
B. To ensure that all services are included in the service reports
C. To ensure that the service levels have been agreed with customers
D. To help focus on business outcomes, rather than operational results

67. Which term could be used to refer to a single person who has independently
subscribed to a service?
A. Service provider
B. Service desk
C. Organization
D. Supplier
68. What is the MOST LIKELY reason that incident management would need a
temporary team to work together?
A. To escalate an incident to a supplier or partner
B. So users can resolve their own incidents with self-help
C. To resolve a complex or major incident
D. So customers and users are provided with timely updates

69. Which is MOST LIKELY to be achieved by following a detailed procedure?

A. Resolving an incident
B. Investigating a problem
C. Assessing a change
D. Managing a service request

70. Which of the four dimensions focuses on roles, responsibilities, and systems of
authority?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes

71. What is CORRECT about service request management?

A. A new procedure is required for each new service request
B. Service requests can be used to restore service
C. Complex service request procedures should be avoided
D. Compliments can be handled as service requests

72/40 What is MOST LIKELY to be handled as a service request?

A. Managing an interruption to a service
B. Providing a virtual server for a development team
C. The implementation of a workaround
D. An emergency change to apply a security patch

73/40 What can a change schedule be used for?

A. Tracking and managing improvement ideas from identification through to final action
B. Providing information about deployed changes to help manage incidents and problems
C. Providing a way to initiate normal changes
D. Speeding up the planning and authorization of emergency changes

-----------90%

1. Which guiding principle leads to a faster response to customer needs by timeboxing

activities and learning from the outputs of previous activities?
A. Focus on value
B. Progress iteratively with feedback
C. Collaborate and promote visibility
D. Optimize and automate

2. Which practice has a purpose that includes maximizing the number of successful additions,
modifications, or removals of anything that could have an effect on a service? A. Service
request management
B. Incident management
C. Service desk
D. Change enablement

3. In which situation will incident management USUALLY use a separate process?

A. Where no target resolution time exists
B. For low impact incidents
C. Where the cause must be diagnosed
D. For information security incidents

4. Which practice minimizes the impact on normal service operation by managing resources in
response to unplanned reductions in service quality?
A. Incident management
B. Change enablement
C. Service level management
D. Continual improvement

5. Which practice makes use of methods from Lean, Agile and DevOps?
A. Service desk
B. Continual improvement
C. Problem management
D. Incident management

6. Identify the missing word in the following sentence.

Sponsor is the role that authorizes budget for service [?].

A. Value
B. Consumption
C. Management
D. Provision

7. Which statement about service offerings is CORRECT?

A. The same product can be used as a basis for more than one service offering
B. Service offerings include the transfer of goods from the consumer to the
provider
C. Service offerings describe how providers and consumers cooperate to co-create
value
D. Each service should be described to consumers as a single service offering
8. Which is a use of a change schedule?
A. Speeding up the planning and authorization of emergency changes
B. Providing information about deployed changes to help manage incidents and
problems
C. Providing a means of initiating and assessing normal changes
D. Tracking and managing improvement ideas from identification through to final
action

9. Which statement about value streams is CORRECT?

A. Each value stream must include all six value chain
B. Activities Each value stream must be designed for a specific
scenario

C. Each value stream must include all 34 ITIL practices

D. Each value stream must include suppliers or partners

10. Which is part of the value proposition of a service?

A. Costs removed from the consumer by the service
B. Costs imposed on the consumer by the service
C. Outputs of the service received by the consumer
D. Risks imposed on the consumer by the service

11. Why should a service level manager carry out regular service reviews?
A. To ensure that agreements are written simply and are easy to understand
B. To collect information about service consumer goals and objectives
C. To capture information about service issues and performance against agreed
goals
D. To ensure continual improvement of services, so that they meet the evolving
needs of service consumers

12. A flaw in an application could cause a service to fail. IT staff are actively analysing the
application to try and understand what is going on.
What is the correct name for this type of
flaw? A. Problem

B. Incident
C. Event
D. Known error

13. Which value chain activity ensures that ongoing service activity meets user expectations?
A. Plan
B. Engage
C. Obtain/build
D. Deliver and support

14. Which practice has a purpose that involves creating closer, more collaborative
relationships?
A. Supplier management
B. Information security management
C. Release management
D. Service configuration management
15. Which TWO are inputs to the service value system?
1. Demand
2. Products
3. Value
4. Opportunity

A. 1 and
2
B. 2 and
3
C. 3 and
4
D. 1 and
4

16. What role would be MOST suitable for someone with lots of experience working in IT and
business roles?
They also have experience of managing relationships with various stakeholders,
including suppliers and business managers.

A. Service level manager

B. Service desk agent

C. Change authority
D. Problem analyst

17. Which is the addition, modification or removal of anything that could have an effect on
services?
A. A change
B. An event
C. An incident
D. A problem

18. Which guiding principle recommends consideration of the four dimensions in order to make
something as effective and as useful as it needs to be?
A. Focus on value
B. Start where you are
C. Think and work holistically
D. Optimize and automate

19. Which practice is MOST LIKELY to make use of artificial intelligence, robotic process
automation, and chatbots?
A. Service desk
B. Continual improvement
C. Problem management
D. Incident management

20. What is a problem that has been analysed but has not been resolved?
A. Workaround
B. Incident

C. Known error
D. Event

21. Which is described by the 'organizations and people' dimension of service management?
A. Workflows and controls
B. Communication and collaboration
C. Inputs and outputs
D. Contracts and agreements

22. Which facilitates outcomes that customers want to achieve?

A. Service
B. Warranty
C. Organization
D. IT asset

23. Which practice recommends that organizations develop competencies in techniques such
as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
A. Incident management
B. Continual improvement
C. Service request management
D. Change enablement

23.A. Which of the following practices suggests that organizations should develop competencies in
methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and
balanced scorecard review, in order to meet their needs?
a) Incident management
b) Continual improvement
c) Service request management
d) Change enablement

24. Which ITIL concept helps an organization to make good decisions?

A. Four dimensions of service management
B. Guiding principles

C. Service value chain

D. Practices
25. Which is a recommendation for applying the guiding principle 'keep it simple and practical'?
A. Communicate in a way the audience can hear
B. Sometimes nothing from the current state can be re-used
C. If a practice is easier to follow it is more likely to be adopted
D. Fast does not mean incomplete

26. Which practice has a purpose that includes responding to conditions that could lead to
potential faults or incidents?
A. Incident management
B. Service request management
C. Monitoring and event management
D. Change enablement

27. What role would be MOST suitable for a new graduate with great levels of empathy and
understanding of business issues?

They also have good communication skills, high emotional intelligence, and a broad
understanding of IT technology.

A. Service level manager

B. Service desk agent
C. Change authority
D. Problem analyst
28. Which practice nurtures links with stakeholders at strategic and tactical levels?
A. Supplier management
B.
Relationshipmanagement

C. Continual improvement

D. Service level management

29. Which is a way of applying the guiding principle 'focus on value'?

A. Understanding how service consumers use services
B. Comprehending the whole, but doing something
C. Recognizing the complexity of systems
D. Doing fewer things, but doing them better

30. Which of the following is NOT recommended by the guiding principle 'start where you are'?
A. Asking questions that appear to be stupid
B. Identifying what is available to be leveraged
C. Building something completely new
D. Collecting data directly from the source

31. Which is a use of a continual improvement register?

A. Planning changes, assisting in communication, avoiding conflicts, and assigning
resources
B. Selecting the right method, model or technique for identifying improvements
C. Tracking and managing improvement ideas from identification through to final
action
D. Describing the services designed to meet the needs of a consumer group

32. Which practice uses pre-defined, standardized procedures to enable fulfilment times to be
clearly communicated?
A. Incident management
B. Service level management
C. Problem management
D. Service request management

33. Which TWO of the following are considerations of change enablement?

1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed
A. 1
and
2
B. 2
and
3
C. 3
and
4
D. 1
and
4

34. How can a service consumer contribute to the reduction of risk? A. By providing the service
in accordance with requirements
B. By ensuring that the service provider's resources are correctly configured
C. By fully understanding their own requirements for the service D. By
managing the detailed level of risk on behalf of the service provider

35. In which case would a problem be logged?

A. When the cause is identified but not resolved
B. After analysis of error information from a supplier
C. When a user reports an unplanned service interruption
D. After a workaround is identified and documented
36. Identify the missing word in the following sentence.

The purpose of the service configuration management practice is to ensure that accurate
and reliable information about the configuration of [?], and the CIs that support them, is
available when and where it is needed.

A. organizations
B. outcomes
C. relationships
D. Services

37. Which practice helps to ensure that the services delivered to customers are aligned with
their needs?
A. Service request management
B. Change enablement
C. Problem management
D. D. Service level management

38. Which service request management decisions require that policies are established?
A. Deciding how degradations of service are resolved
B. Deciding how to handle service requests where the steps are unknown
C. Deciding which service requests require approval
D. Deciding when workarounds should be used

39. Which dimension of service management considers how activities are coordinated?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes

40. A user contacts the service desk to ask how they can create a report.
Which practice is MOST LIKELY to contribute to resolving this issue?

A. Incident management
B. Service level management
C. Service request management
D. Change enablement anaging resources in response
------------------95%
1. Staff in an IT organization are very busy, mostly carrying out tasks that add little or no
value to the organization or its customers. Which guiding principle recommends that
the unnecessary work should be eliminated?

A. Keep it simple and practical

B. Think and work holistically
C. Start where you are
D. Progress iteratively with feedback
2. Which practice has a purpose that includes the management of financially valuable
components that can contribute to the delivery of an IT service?

A. Deployment management
B. Continual improvement
C. Monitoring and event management
D. IT asset management
3. Which practice ensures that service actions, that are a normal part of service delivery,
are effectively handled?

A. Incident management
B. Service level management
C. Problem management
D. Service request fulfilment
4. A service will be unavailable for the next two hours for unplanned maintenance.
Which practice is MOST LIKELY to be involved in managing this?

A. Incident management
B. Problem management
C. Change enablement
D. Service request management
5. Which practice is MOST associated with the use of empathy to understand users?
A. Service desk
B. Continual improvement
C. Service level management
D. Change enablement
6. Identify the missing word in the following sentence.
A customer defines the [?] for a service and takes responsibility for the outcomes of
service consumption.

A. requirements
B. resources
C. suppliers
D. products
7. Which of the following ensures that a service provider and a service consumer
continually co-create value? A. Service consumption

B. Service offerings
C. Change enablement
D. Service relationship management
8. What type of change is often used for resolving incidents or implementing security
patches?

A. Standard change
B. Normal change
C. Emergency change
D. Change model
9. Which of the following includes configuring components and activities to facilitate
outcomes for stakeholders?

A. Service relationship management

B. Service consumption
C. The service value system
D. The 'release management' practice

10. Which statement about outcomes is CORRECT?

A. Outcomes enable products to be delivered to a stakeholder

B. An outcome defines the amount of money spent on technology for a service
C. An outcome depends on at least one output to deliver a result
D. Outcomes provide assurance to stakeholders on how a service performs

11. Which phase of problem management includes the regular assessment of the
effectiveness of workarounds?

A. Problem identification
B. Problem control
C. Error control
D. Problem analysis

12. Which practice performs reviews to ensure that services continue to meet the needs of
the customers?
A. Monitoring and event management
B. Service level management
C. Change enablement
D. Service desk
13. Which service value chain activity deals with the purchase of new products?
A. Engage
B. Obtain/build
C. Plan
D. Improve
14. Which of the following is included in the purpose of the 'continual improvement'
practice?
A. The restoration of normal service operation as quickly as possible
B. The establishment of links between the organization and its stakeholders at strategic
and tactical levels
C. The alignment of the organization's practices and services with changing business needs
D. The reduction of the likelihood and impact of incidents

15. Which is included in the purpose of the 'improve' value chain activity?

A. Ensuring the continual improvement of practices across all value chain activities
B. Ensuring that services continually meet expectations for quality, costs, and time to
market
C. Ensuring a shared understanding of the improvement direction for services across
the organization
D. Ensuring continual engagement and good relationships with all stakeholders

16. Which is the BEST type of resource for investigating complex incidents?

A. Self-help systems
B. Knowledgeable support staff
C. Detailed work instructions
D. Disaster recovery plans
17 / 40

What is defined as "any component that needs to be managed in order to deliver

an IT service"?

An event

An IT asset

A configuration item

A change
18 / 40
Which TWO of the following statements are MOST associated with the 'optimize
and automate' guiding principle?
1. It is important to assess which method of communication is
appropriate for each type of stakeholder.
2. Complex systems should be designed with an understanding of how the
components' parts are related.
3. Organizations should consider whether technology could improve the
efficiency of manual processes.
4. It is important to understand the organization's objectives when
assessing the impact of potential improvements.

1 and 2
2 and 3
3 and 4
1 and 4 Error! Bookmark not defined.

19 / 40 Which statement about emergency changes is CORRECT?

Emergency changes are low risk and well understood

Authorization of emergency changes may be deferred until after implementation

It is necessary to complete all documentation before an emergency change is

implemented

Emergency changes are not usually recorded in the change schedule

20 / 40
Which is the definition of an IT asset?

Any financially valuable component that contributes to a service

Any request from a user that is a normal part of service delivery

Any component that needs to be managed to deliver a service

Any change of state that has significance for the management of a

service 21 / 40
Which dimension of service management includes consideration of the type of
relationship required with other organizations involved in the design and delivery
of services?

Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

22 / 40
What is defined as "the role that uses services"?

Service consumer

Customer

User

Sponsor
23 / 40
Which is an activity in the 'problem control' phase of problem management?
Reviewing incident records to identify trends

Implementing a technical fix to resolve an issue

Re-assessing a known error to understand the ongoing impact

Documenting the steps in a workaround
24 / 40
What should remain constant within an organization, even when the
organization's objectives change?

Outputs

Guiding principles

Service offerings

Outcomes

25 / 40
Which is a key element of the 'think and work holistically' guiding principle?

Assessing which procedures can be re-used when improving a service

Understanding the methods applicable to complex systems

Eliminating metrics which do not contribute to achieving an objective

Using technology for standard tasks to give people time for complex
activities 26 / 40
Which practice has a purpose that includes managing authentication and
nonrepudiation?

Information security management

Supplier management

Service configuration management

Relationship management
27 / 40
Which of the following is the MOST important for effective incident
management?

Collaboration tools and techniques

Balanced scorecard review

Automated pipelines

A variety of access channels

28 / 40
Which practice handles all pre-defined user-initiated service actions?
Deployment management

Incident management

Service level management

Service request management

29 / 40
Which is the MOST important stakeholder group that a service provider needs to
collaborate with?

Suppliers

Customers

Relationship managers

Developers

30 / 40
Which activity is NOT recommended by the 'start where you are' guiding
principle?

Involving people who are not familiar with a service when observing and
assessing its activities

Applying risk management when considering to introduce new processes

Using source data to avoid any unintentional data distortion found in reports

Discarding existing processes before assessing their usefulness

31 / 40
For which purpose would the continual improvement practice use a SWOT
analysis?

Understanding the current state

Defining the future desired state

Tracking and managing ideas

Ensuring everyone actively participates

32 / 40
Which TWO types of competence are MOST important for service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills

1 and 2

2 and 3

3 and 4

1 and 4

33 / 40
Which is CORRECT about change authorization?

A change authority is assigned each time a standard change is requested

Emergency changes are authorized by the technician making the change

Assignment of the change authority is based on the change type and model

The change authority will ensure changes are authorized after they are deployed
34 / 40
What term is used to describe the functionality of a service?

Output

Outcome

Utility

Warranty
35 / 40
Which practice ensures that a variety of access channels are available for users to
report issues?

Service desk

Service level management

Incident management

Change enablement

36 / 40
Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and
impact of incidents by identifying actual and potential causes of incidents, and
managing workarounds and [?].

events

changes

IT assets

known errors
37 / 40
Which is a key requirement for successful service level agreements (SLAs)?

They should be written using language and terms which all parties will understand

They should be based on system-based metrics which are useful to the service
provider

They should be carried forward, unchanged, from one year to the next to enable
consistent service

They should avoid ambiguous targets such as those relating to user experience
38 / 40
Which is an example of a service request?

A request for normal operation to be restored

A request to implement a security patch

A request for access to a file

A request to investigate the cause of an incident

39 / 40
Which of the four dimensions focuses on managing data in compliance with
industry regulations?

Partners and suppliers

Organizations and people

Value streams and processes

Information and technology

40 / 40
When using the ITIL continual improvement model, which information should be
produced by an organization in order to understand where the organization is
now?

Business objectives

Improvement plans

Assessment results

KPI reports

March 18
1. Which of the following statements about 'outcomes' is TRUE?
A The delivery of products to a stakeholder is enabled by outcomes
B The level of expenses regarding a technology for a service is defined by
an outcome
C An outcome depends on at least one output to deliver a result
D Outcomes provide assurance to stakeholders regarding the performance
of a service

2. What ensures that service providers and service consumers continue to

create value together?
A Service consumption
B Service offerings
C Service level management
D Service relationship management

3. A good way to apply the ITIL guiding principle focus on value' is to:
A Undestand services are used by service consumers
B Understand the whole, but do something
C Be aware of system complexity
D Do less tasks but in a better way with higher quality

4. What are the KEY stakeholder groups that service providers should
cooperate with?
A Suppliers
B Customers
C Relationship managers
D Developers

5. A good way to apply the ITIL guiding principle 'keep it simple and practical'
is to:
A Communicate so that the audience will hear
B Re-use nothing from the current state
C Adopt a practice which is easy to follow
D Understand that fast does not mean incomplete
6. Which statement about the purpose of the Monitoring and event
management practice is TRUE?
A Minimize the negative impact of incidents by restoring normal service
operation as quickly as possible
B Support the agreed quality of a service by handling all pre-defined, user-
initiated service requests in an effective and user-friendly manner
C Systematically observe services and service components, and record and
report selected changes of state identified as events
D Maximize the number of successful service and product changes by
ensuring that risks have been properly assessed, authorized and managed
within a schedule

7. Identify the missing word(s) in the following sentence.

The purpose of the problem management practice is to reduce the
likelihood and impact of incidents by identifying actual and potential causes
of incidents, and managing [?] and known errors.
A events
B changes
C configuration items
D workarounds

8. Which describes an unresolved problem which has been already analysed?

A Aworkaround
B An incident
C Aknown error
D Arisk

9. Which practice conducts reviews to validate that services are covering the
needs of the customer?
A Monitoring and event management
B Service level management
C Change enablement
D Service desk

10.Which of the following statements about change authorization is CORRECT?

A Every time a standard change is requested a change authority is assigned
B The technician making an emergency change can authorize such changes
C The change type and model is the basis for assigning the change
authority
D Ensuring that changes are authorized after their deployment is done by
the change authority

11.Which practice guarantees that users have a range of access channels to

choose from to report problems?
A Service desk
B Service level management
C Incident management
D Change enablement

12.Which of the following is a necessity to a successful service level agreement

(SLAs)?
A The language and terms used in the SLA should be commonly understood
by all parties
B Base the SLA on system-based metrics that are useful to the service
provider
C In order to promote consistent service, they should be be carried forward,
unchanged, from one year to the next
D Vague targets, such as those related to user experience, should be
avoided

13.Which statement about a 'continual improvement register (CIR) is TRUE?

A Used to help plan changes, assist in communication, avoid conflicts, and
assign resources
B Used to select the right method, model or technique for identifying
improvements
C Used to track and manage improvement ideas from identification through
to final action
D Used to provide a formal description of one or more services, designed to
address the needs of a target consumer group

14.A user wants to know how to create a report, so they come into contact
with the service desk
Which practice is MOST LIKELY to help with the solution of this issue?
A Incident management
B Service level management
C Service request management
D Change enablement

15.Which of the following statements about 'outcomes' is TRUE?

A The delivery of products to a stakeholder is enabled by outcomes
B The level of expenses regarding a technology for a service is defined by
an outcome
C An outcome depends on at least one output to deliver a result
D Outcomes provide assurance to stakeholders regarding the performance
of a service

16.What ensures that service providers and service consumers continue to

create value together?
A Service consumption
B Service offerings
C Service level management
D Service relationship management

17.A good way to apply the ITIL guiding principle focus on value' is to:
A Undestand services are used by service consumers
B Understand the whole, but do something
C Be aware of system complexity
D Do less tasks but in a better way with higher quality

18.What are the KEY stakeholder groups that service providers should
cooperate with?
A Suppliers
B Customers
C Relationship managers
D Developers

19.A good way to apply the ITIL guiding principle 'keep it simple and practical'
is to:
A Communicate so that the audience will hear
B Re-use nothing from the current state
C Adopt a practice which is easy to follow
D Understand that fast does not mean incomplete

20.Which statement about the purpose of the Monitoring and event

management practice is TRUE?
A Minimize the negative impact of incidents by restoring normal service
operation as quickly as possible
B Support the agreed quality of a service by handling all pre-defined, user-
initiated service requests in an effective and user-friendly manner
C Systematically observe services and service components, and record and
report selected changes of state identified as events
D Maximize the number of successful service and product changes by
ensuring that risks have been properly assessed, authorized and managed
within a schedule

21.Identify the missing word(s) in the following sentence.

The purpose of the problem management practice is to reduce the
likelihood and impact of incidents by identifying actual and potential causes
of incidents, and managing [?] and known errors.
A events
B changes
C configuration items
D workarounds

22.Which describes an unresolved problem which has been already analysed?

A Aworkaround
B An incident
C Aknown error
D Arisk

23.Which practice conducts reviews to validate that services are covering the
needs of the customer?
A Monitoring and event management
B Service level management
C Change enablement
D Service desk

24.Which of the following statements about change authorization is CORRECT?

A Every time a standard change is requested a change authority is assigned
B The technician making an emergency change can authorize such changes
C The change type and model is the basis for assigning the change
authority
D Ensuring that changes are authorized after their deployment is done by
the change authority

25.Which practice guarantees that users have a range of access channels to

choose from to report problems?
A Service desk
B Service level management
C Incident management
D Change enablement

26.Which of the following is a necessity to a successful service level agreement

(SLAs)?
A The language and terms used in the SLA should be commonly understood
by all parties
B Base the SLA on system-based metrics that are useful to the service
provider
C In order to promote consistent service, they should be be carried forward,
unchanged, from one year to the next
D Vague targets, such as those related to user experience, should be
avoided

27.Which statement about a 'continual improvement register (CIR) is TRUE?

A Used to help plan changes, assist in communication, avoid conflicts, and
assign resources
B Used to select the right method, model or technique for identifying
improvements
C Used to track and manage improvement ideas from identification through
to final action
D Used to provide a formal description of one or more services, designed to
address the needs of a target consumer group
28.A user wants to know how to create a report, so they come into contact
with the service desk
Which practice is MOST LIKELY to help with the solution of this issue?
A Incident management
B Service level management
C Service request management
D Change enablement

29.Which of the following statements is included in the "improve" value chain

activity's purpose?
A Ensure the continual improvement of practices across all value chain
activities
B Ensure services continually meet expectations for quality, costs, and time
to market
C Ensure a shared understanding of the improvement direction for services
across the organization
D Ensure continual engagement and good relationships with all
stakeholders

30. An organization cannot afford the loss that comes from taking risks that go
wrong, but they suffer big losses because they often take these risks
anyway.
What combination of risk capacity and risk appetite describes this situation?
A. Low risk capacity, high risk appetite
B. High risk capacity, high risk appetite
C. Low risk capacity, low risk appetite
D. High risk capacity, low risk appetite

31. An organization is aiming to use an innovative social media platform to

improve engagement with young consumers. What should the
organization's strategy focus on?
A. Ecosystem disruption supported by operational excellence
B. Market relevance supported by ecosystem disruption
C. Customer and market relevance supported by operational excellenc
D. Operational excellence supported by customer and market relevance

32. Which of the following terms is more suitable to describe the functionality
of a service?
A. Output
B. Outcome
C. Utility
D. Warranty

33. Which of the following statements is included in the 'improve value chain
activity's purpose?
A. Ensure the continual improvement of practices across all value chain
activities
B. Ensure services continually meet expectations for quality, costs, and
time to market
C Ensure a shared understanding of the improvement direction for services
across the organization
D Ensure continual engagement and good relationships with all
stakeholders

34. How can service consumers contribute to risk mitigation?

A. Through the provision of services according to predefined needs
B. By ensuring that the service provider has configured correctly its
resources
C. By being fully aware of their own requirements for the service
D. By controlling the specific level of risk on the service provider's behalf
35. Which of the following guiding principles proposes the elimination of
unnecessary work?
A. Keep it simple and practical
B. Think and work holistically
C. Start where you are
D. Progress iteratively with feedback

36. How can service consumers contribute to risk mitigation?

A. Through the provision of services according to predefined needs
B. By ensuring that the service provider has configured correctly its
resources
C. By being fully aware of their own requirements for the service
D. By controlling the specific level of risk on the service provider's behalf

37. Which of the following guiding principles proposes the elimination of

unnecessary work?
A. Keep it simple and practical
B. Think and work holistically
C. Start where you are
D. Progress iteratively with feedback