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Question 1 ID: 637

The ITIL Guiding Principles?

A) Should be used instead of the Agile Manifesto and 12 Guiding Principles

B) Replace the 3 Ways of DevOps

C) Are not needed if you are using Scrum

D) Are in tune with the messages of Agile, DevOps and Scrum

Answers
A) A

B) B

C) C

D) D 

Question 2 ID: 904

What is the trigger for activities in the SVS?

A) A Service Request

B) A Third-Party Contract

C) Desire For New Functionality

D) Opportunity & Demand

Answers
A) A 

B) B

C) C

D) D

Rationale
A) A service request – Incorrect. A service request is a request from a user or a user’s authorised representative that
initiates a service action that has been agreed as a normal part of service delivery.

B) A third-party contract – Incorrect. This refers to a contract with an external organisation for the delivery and/or support of
services.

C) Desire for new functionality – Incorrect. This usually arises from discussions with the business which highlights the need
to enhance or improve the services.

D) Opportunity & demand – Correct Answer.

Question 3 ID: 653

What is defined as the “ability of an IT service or other configuration item to perform its agreed function when

required?”

A) Performance

B) Availability

C) Security

D) IT Asset

Answers
A) A

B) B 

C) C

D) D
Question 4 ID: 917
What document should be ‘widely published and produced’ so everyone is aware of changes that have been logged,

and are coming up for discussion?

A) Project Plan

B) Release Plan

C) Deployment Plan

D) Change Schedule

Answers
A) A

B) B

C) C

D) D 

Question 5 ID: 900

Name the Four dimensions of Service Management.

A) Organisations & people, Information & technology, partners & suppliers, value streams & processes.

B) Value streams & processes, organizations & technology, partners & resources, costs & benefits.

C) Value, outcomes, costs & risks.

D) Budgeting, accounting, charging & value on investment

Answers
A) A 

B) B

C) C

D) D

Question 6 ID: 650

Which practice has the purpose of planning and managing the full lifecycle of all IT assets?

A) IT Asset Management
B) Service Configuration Management

C) Plan and Engage

D) Partners and Suppliers

Answers
A) A 

B) B

C) C

D) D

Question 7 ID: 916

What are the three types of change referred to by ITIL?

A) Standard – Retrospective – Emergency

B) Normal – Retrospective – Emergency

C) Standard – Normal – Emergency

D) Emergency – Planned - Normal

Answers
A) A

B) B

C) C 

D) D

Question 8 ID: 883

What is this a definition of?

“Functionality offered by a product or service to meet a particular need."

A) An assurance that a product or service will meet agreed requirements.

B) Utility

C) Information security management

D) Service relationship management

Answers
A) A

B) B 

C) C

D) D

Question 9 ID: 923

What is this a purpose of?

"To support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-
friendly manner.”

A) Service relationship management

B) Service Design practice

C) Service offerings

D) Service request management practice

Answers
A) A

B) B

C) C

D) D 

Question 10 ID: 929

How regularly should Service Review Meetings be held?

A) At least annually

B) At least half-annually

C) At least quarterly

D) No precise time, but these meetings should be held regularly.

Answers
A) A

B) B
C) C

D) D 

Question 11 ID: 639

What is true of the Guiding Principle “Collaborate and promote visibility”?

A) Everyone must agree with the next course of action

B) Every stakeholder must agree the next course of action

C) Collaboration does not mean consensus

D) Collaboration does mean consensus with everyone

Answers
A) A

B) B

C) C 

D) D

Question 12 ID: 643

What of the following is NOT an element of the Service Value System?

A) Start where you are

B) Guiding principles

C) Governance

D) Service value chain

Answers
A) A 

B) B

C) C

D) D
Question 13 ID: 669
Channels for accessing the Service Desk can include:

1. Telephone systems

2. Corporate social media tools

3. Physical visits to the service desk by users

4. Complaints made directly to a Supplier by a user

A) Items 1, 2 and 3

B) Items 1, 2 and 4

C) Items 1, 3 and 4

D) Items 2, 3 and 4

Answers
A) A 

B) B

C) C

D) D

Question 14 ID: 912

An organisation has a responsibility for the care and control of its hardware, software, people, and any other element

involved in providing and maintaining services. Which practice is responsible for this?

A) IT Asset Management Practice

B) Change Enablement Practice

C) Service Configuration Management Practice

D) Service Portfolio Management Practice

Answers
A) A 

B) B

C) C

D) D
Question 15 ID: 899
Which of these is NOT a guiding principle?

A) Focus On Value

B) Start Where You Are

C) Adopt An Agile Mentality

D) Progress Iteratively With Feedback

Answers
A) A

B) B

C) C 

D) D

Question 16 ID: 886

What is this a definition of?

"A set of specialised organisational capabilities for enabling value for customers in the form of services"

A) Service Integration And Management (SIAM)

B) Service Management

C) Service Consumption

D) Service Provision

Answers
A) A

B) B 

C) C

D) D

Question 17 ID: 664

Change control should …?

A) Authorise every change to increase agility

B) Balance the cost of the change against the risk

C) Balance the costs and risks of making the change against the expected business benefits

D) Authorise only those changes that will not fail

Answers
A) A

B) B

C) C 

D) D

Question 18 ID: 660

Service Requests should …?

A) Not be automated, as they are all different

B) Should all be automated

C) Be automated to the greatest degree possible

D) Should be automated only if they trigger other processes, such as Change Control

Answers
A) A

B) B

C) C 

D) D

Question 19 ID: 665

Which statement about the relationship of Change Control and Incident Management is true?

A) Every Incident has occurred because something has changed, therefore formal Changes always cause Incidents

B) Incidents are planned outages, therefore formal Changes always cause Incidents

C) Incidents are unplanned outages, therefore formal Changes are not the same thing as Incidents

D) The resolution of Incidents cannot involve formal Change Control, as that would make them Problems
Answers
A) A

B) B

C) C 

D) D

Question 20 ID: 633

Which of the following statements is most correct?

A) Value is subjective and is influenced by factors such as financial cost, perceptions, previous experiences, speed, ease of use,
safety etc

B) Value is purely objective and can only be measured by money spent and made

C) Value can only be provided by the service provider to the customer

D) Value is the responsibility of the customer to provide to the users

Answers
A) A 

B) B

C) C

D) D

Question 21 ID: 889

What is this a description of?

"A tangible or intangible deliverable of an activity”.

A) Outcome

B) Output

C) Utility

D) Warranty

Answers
A) A

B) B 
C) C

D) D

Question 22 ID: 647

Which of the following are outputs of Obtain/Build?

1. Service components for deliver and support

2. Service components for design and transition

3. Knowledge and information about new and changed service components to all value chain activities

4. Improvement status reports from improve

A) Items 1, 2 and 4

B) Items 2, 3 and 4

C) Items 1, 2 and 4

D) Items 1, 2 and 3

Answers
A) A

B) B

C) C

D) D 

Question 23 ID: 641

What is the description of the skill set of the ideal staff member?

A) U-Shaped

B) T-Shaped

C) I-Shaped

D) Ship-Shaped

Answers
A) A

B) B 

C) C
D) D

Question 24 ID: 648

Which phrase is missing from the following statement?

“The purpose of the [...] practice is to protect the information needed by the organization to conduct its business”

A) Service configuration management

B) Obtain/Build

C) IT asset management

D) Information security management

Answers
A) A

B) B

C) C

D) D 

Question 25 ID: 668

Which statement about the relationship of Service Request Management to Value Chain Activities is correct?

A) Service Request Management has no involvement with Obtain/Build

B) Service request Management may contribute Incident causes to Design and Transition

C) Service request Management may contribute Incident causes to Improvement

D) Service Request Management’s involvement with Obtain/Build is that service requests may require acquisition of pre-approved
service components

Answers
A) A

B) B

C) C

D) D 
Question 26 ID: 925
What is this the Purpose of?

"To capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for
the service provider with all of its users.”

A) Workforce & talent management practice

B) Problem management practice

C) Incident management practice

D) Service desk practice

Answers
A) A

B) B

C) C

D) D 

Question 27 ID: 890

What is this a definition of?

"A result for a stakeholder enabled by one or more outputs”.

A) Service Achievement

B) Warranty

C) Outcome

D) Service Offering

Answers
A) A

B) B

C) C 

D) D
Question 28 ID: 888
What is this a definition of?

"A person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its
objectives.”

A) A Team

B) A Function

C) A Process

D) An Organisation

Answers
A) A

B) B

C) C

D) D 

Question 29 ID: 911

Which is the correct statement?

A) Each Practice is associated with a specific Value Chain activity

B) Only one practice is associated with each Value Chain activity

C) Practices have no input to Value Chain activities

D) Each Practice supports multiple Value Chain activities

Answers
A) A

B) B

C) C

D) D 
Question 30 ID: 893
What is this a definition of? "A description of one or more services, designed to address the needs of a target

consumer group". A) Service Outage B) Strategy Management C) Service Result D) Service Offerings

Answers
A) A

B) B

C) C

D) D 
Question 31 ID: 885
Match the following roles with the correct description

1) User

2) Service Consumer

3) Sponsor

4) Customer

W) What is described as a “generic role that is used to simplify the definition and description of the structure of service
relationships”.

X) Who is defined as a “person who authorizes budget for service consumption.”

Y) Who is defined as a “person who defines the requirements for a service”.

Z) Who is defined a “person who uses services.”

A. 1Y, 2X, 3Z, 4W

B. 1Y, 2W, 3Y, 4X

C. 1Z, 2W, 3X, 4Y

D. 1Z, 2X, 3Y, 4W

Answers
A) A

B) B

C) C 

D) D

Question 32 ID: 914

The purpose of the _____________ practice is to move new or changed hardware, software, documentation,

processes, or any other component to live environments. It may also be involved in deploying components to other environments
for testing or staging.

A) Incident Management Practice

B) Problem Management Practice

C) Service Request Management Practice

D) Deployment Management Practice

Answers
A) A
B) B

C) C

D) D 

Question 33 ID: 645

Which Value Chain Activity has the purpose of ensuring “a shared understanding of the vision, current status and

improvement direction for all four dimensions and all products and services across the organization”?

A) Plan

B) Improve

C) Engage

D) Design and transition

Answers
A) A 

B) B

C) C

D) D
Question 34 ID: 644
Which statement is true of the Service Value Chain?

A) All activities in the SVC always follow the same path

B) Demand and value are activities in the SVC

C) The SVC activities are interconnected

D) The Service Value System is an activity of the SVC

Answers
A) A

B) B

C) C 

D) D

Question 35 ID: 915

What are the 7 Steps of the Continual Improvement Model?

A) Where are we now, what’s the vision, did we get there, how do we keep the momentum going, take action, how do we get
there, where do we want to be.

B) How do we keep the momentum going, what’s the vision, did we get there, how do we get there, where are we now, take
action, where do we want to be

C) Did we get there, how do we keep the momentum going, take action, where are we now, how do we get there, what’s the
vision, where do we want to be

D) What’s the vision, where are we now, where do we want to be, how do we get there, take action, did we get there, how do we
keep the momentum going

Answers
A) A

B) B

C) C

D) D 
Question 36 ID: 928
"To set clear business-based targets for service performance, so that the delivery of a service can be properly

assessed, monitored, and managed against these targets.”

A) Service Strategy Practice

B) Service Level Management Practice

C) Information Security Management Practice

D) Workforce & Talent Management Practice

Answers
A) A

B) B 

C) C

D) D

Question 37 ID: 636

Guiding Principles are?

A) Ubiquitous and endangering

B) Utility and enduring

C) Universal and enduring

D) Utility and endangering

Answers
A) A

B) B

C) C 

D) D

Question 38 ID: 922

What are the three phases of Problem Management?

A) Problem Resolution, Problem Solving, Problem Eradication
B) Problem Identification, Problem Control, Error Control

C) Problem Resistance, Problem Recovery, Problem Fixing

D) Problem Review, Problem identification, Problem analysis

Answers
A) A

B) B 

C) C

D) D

Question 39 ID: 666

Known Errors are?

A) Incidents that have had their cause identified.

B) Problems that are awaiting identification.

C) A problem that has been analysed and has not been resolved.

D) Problems that have had Changes raised against them.

Answers
A) A

B) B

C) C 

D) D

Question 40 ID: 662

The purpose of Service Level Management includes …?

A) The setting of clear business-based targets for service performance

B) The setting of clear technically-based targets for service performance

C) The setting of stretching targets that are very difficult to achieve

D) The setting of targets that can always be achieved

Answers
A) A 
B) B

C) C

D) D