1.

 Which ITIL guiding principle recommends using existing services, processes and tools when
improving services?
 Progress iteratively with feedback
 Keep is simple and practical
 Start where you are
 Focus on value
2. Which practice has a purpose that includes ensuring that risks have been properly assessed?
 Service configuration management
 Problem management
 Service level management
 Change control
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3. When should a full risk assessment and authorization be carried out for a standard change?
 Each time the standard change is implemented
 When the procedure for the standard change is created
 At least once a year
 When an emergency change is requested
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4. 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
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5. Which practice coordinates the classification, ownership and communication of service

requests and incidents?
 Supplier management
 Service desk
 Problem management
 Relationship management
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6. What is warranty?
 Assurance that a product or service will meet agreed requirements
 The amount of money spent on a specific activity or resource
 The functionality offered by a product or service to meet a particular need
 The perceived benefits, usefulness and importance of something
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7. Which is part of service provision?

 The management of resources configured to deliver the service
 The management of resources needed to consume the service
 The grouping of one or more services based on one or more products
 The joint activities performed to ensure continual value co-creation
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8. Which statement about a ‘continual improvement register’ is CORRECT?

 It should be managed at the senior level of the organization
 It should be used to capture user demand
 There should only be one for the whole organization
 It should be re-prioritized as ideas are documented
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9. What are ’engage’, ‘plan’ and ‘improve’ examples of?
 Service value chain activities
 Service level management
 Service value chain inputs
 Change control
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10. Which statement about outcomes is CORRECT?

 An outcome can be enabled by more than one output
 Outcomes are how the service performs
 An output can be enabled by one or more outcomes
 An outcome is a tangible or intangible activity
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11. Which statement about service desks is CORRECT?

 The service desk should work in close collaboration with support and development teams
 The service desk should rely on self-service portals instead of escalation to support teams
 The service desk should remain isolated from technical support teams
 The service desk should escalate all technical issues to support and development teams
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12. Which practice updates information relating to symptoms and business impact?

 Service level management
 Change control
 Service request management
 Incident management
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13. Which is included in the purpose of the ‘design and transition’ value chain activity?
 Ensuring that service components are available when needed
 Providing transparency and good stakeholder relationships
 Supporting services according to specifications
 Continually meeting stakeholder expectations for costs
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14. Which practice has a purpose to support the quality of the service by handling all agreed user
initiated service requests?
 Change control
 IT asset management
 Service desk
 Service request management
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15. Which is NOT a component of the service value system?

 The guiding principles
 Governance
 Practices
 The four dimensions of service management
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16. Which statement about the steps to fulfill a service request is CORRECT?

 They should be complex and detailed
 They should be well-known and proven
 They should include incident handling
 They should be brief and simple
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17. What is defined as a cause, or potential cause, of one or more incidents?
 Change
 Event
 Known error
 Problem
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18. Which guiding principle recommends eliminating activities that do not contribute to the
creation of value?
 Start where you are
 Collaborate and promote visibility
 Keep it simple and practical
 Optimize and automate
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19. When should the effectiveness of a problem workaround be assessed?

 Whenever the workaround is used
 Whenever the problem is resolved
 Whenever the workaround becomes a known error
 Whenever the problem is prioritized
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20. Identify the missing word in the following sentence.

A change is defined as the addition, modification, or removal of anything that could have a direct
or indirect effect on [?].
 assets
 values
 elements
 services
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21. Which dimension considers how knowledge assets should be protected?

 Organizations and people
 Partners and suppliers
 Information and technology
 Value streams and processes
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22. What is a means of enabling value co-creation by facilitating outcomes that customers want to
achieve, without the customer having to manage specific costs and risks?
 Service management
 Continual improvement
 A service
 An IT asset
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23. Identify the missing words in the following sentence.

The management of information security incidents usually requires [?].
 Immediate escalation
 Specialist teams
 A separate process
 Third party support
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24. What are the ITIL guiding principles used for?

 To help an organization make good decisions
  To direct and control an organization
 To identify activities that an organization must perform in order to deliver a valuable service
 To ensure that an organization’s performance continually meets stakeholders’ expectations
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25. Which is the CORRECT approach for managing a large improvement initiative as smaller
iterations?
 Each iteration should be designed before starting the initiative and implemented without feedback
 Feedback should only be taken into account when one iteration fails to meet its objective
 Feedback should be reduced for large improvements as it is unlikely that circumstances will change
 Each iteration should be continually re-evaluated based on feedback
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26. What is the purpose of the ‘deployment management’ practice?

 To ensure services achieve agreed and expected performance
 To make new or changed services available for use
 To move new or changed components to live environments
 To set clear business-based targets for service performance
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27. Which is a service request?

 Requesting a workaround for an issue
 Requesting information about how to create a document
 Requesting an enhancement to an application
 Requesting investigation of a degraded service
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28. Identify the missing word in the following sentence.

The purpose of the supplier management practice is to ensure that the organization’s suppliers
and their [?] are managed appropriately to support the seamless provision of quality products and
services.
 costs
 users
 value
 performances
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29. What is a recommendation of the ‘focus on value’ guiding principle?

 Make ‘focus on value’ a responsibility of the management
 Focus on the value of new and significant projects first
 Focus on value for the service provider first
 Focus on value at every step of the improvement
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30. Which guiding principle recommends standardizing and streamlining manual tasks?

 Optimize and automate
 Collaborate and promote visibility
 Focus on value
 Think and work holistically
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31. Which describes a set of defined steps for implementing improvements?

 The ‘improve’ value chain activity
 The ‘continual improvement register’
 The ‘continual improvement model’
 The ‘engage’ value chain activity
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32. Which is a key requirement for a successful service level agreement?

 It should be written in legal language
 It should be simply written and easy to understand
 It should be based on the service provider’s view of the service
 It should relate to simple operational metrics
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33. When planning ‘continual improvement’, which approach for assessing the current state of a
service is CORRECT?
 An organization should always use a single technique to ensure metrics are consistent
 An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
 An organization should always develop competencies in methodologies and techniques that will
meet their needs
 An organization should always use an approach that combines Lean, Agile and DevOps methodologies
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34. How does a service consumer contribute to the reduction of disk?

 By paying for the service
 By managing server hardware
 By communicating constraints
 By managing staff availability
35. What helps diagnose and resolve a simple incident?
 Rapid escalation
 Formation of a temporary team
 The use of scripts
 Problem prioritization
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36. Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
 Change control
 Continual improvement
 Problem management
 Service desk
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37. Which service level metrics are BEST for measuring user experience?
 Single system-based metrics
 Metrics for the percentage of uptime of a service
 Operational metrics
 Metrics linked to defined outcomes
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38. What are the MOST important skills required by service desk staff?
 Incident analysis skills
 Technical skills
 Problem resolution skills
 Supplier management skills
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39. It should be based on the objectives of the organization

 1 and 2
 2 and 3
 3 and 4
 1 and 4
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40. When should a change request be submitted to resolve a problem?

 As soon as a solution for the problem has been identified
 As soon as a workaround for the problem has been identified
 As soon as the analysis of the frequency and impact of incidents justifies the change
 As soon as the analysis of cost, risks and benefits justifies the change