1.

Which guiding principle uses experience from one

improvement activity to improve the next activity? A.
Start where you areB. Progress iteratively with
feedback C. Keep it simple and practicalD. Optimize
and automate

2. Which practice has the purpose of ensuring that the

organization's suppliers and their performance are
managed appropriately to support the provision of
seamless, quality products and services? A. Release
managementB. Supplier managementC. Service
managementD. Relationship management

3. Which statement about change authorities is

CORRECT? A. Change authorities are only required for
authorizing emergency changes B. Change authorities
are assigned when each change is deployed C.
Change authorities are only required for authorizing
normal changes D. Change authorities are assigned for
each type of change and change model

4. Which practice improves customer and user satisfaction

by reducing the negative impact of service
interruptions? A. Service request management B.
Service level managementC. Incident managementD.
Change control

5. Which will NOT be handled as a service request? A.

The degradation of a service B. The replacement of a
toner cartridge C. The provision of a laptopD. A
complaint about a support team

6. Identify the missing words in the following sentence. A

user is [?] who uses services. A. an organizatin B. a
person C. a teamD. a supplier
7. A service offering may include goods, access to
resources, and service actions. Which is an example of
a service action? A. A mobile phone enables a user to
work remotelyB. A password allows a user connect to a
WiFi network C. A license allows a user to install a
software product D. A service desk agent provides
support to a user

8. Which describes a CORRECT approach to change

authorization? A. Changes included in the change
schedule are pre-authorized and do not need additional
authorization B. Normal changes should be assessed
and authorized before they are deployed

C. Emergency changes should be authorized by as

many people as possible to reduce risk
D. Normal changes are typically implemented as
service requests and authorized by the service desk
9. Which statement about a service value stream is
CORRECT? A. It uses prescriptive inputs and outputs
B. It is a value chain activityC. It integrates practices f
or a specific scenario D. It is used to provide
governance
10. Which statement about outputs is CORRECT? A.
They consist of several outcomes B. They capture
customer demand for servicesC. They contribute to the
achievement of outcomes D. They describe how the
service performs

11. Which is an example of a business related

measurement? A. The number of passengers checked
in B. The average time to respond to change requests
 C. The average resolution time for incidentsD. The
number of problems resolved

12. Which practice involves the management of

vulnerabilities that have been analysed but not
resolved? A. Change controlB. Service request
management C. Problem managementD. Service level
management

13. Which BEST describes the purpose of the

'improve' value chain activity? A. To organize a major
improvement initiative into several smaller initiatives B.
To make new and improved services and features
available for use C. To ensure a shared understanding
of the vision and improvement direction for all products
and services D. To continually improve all products
and services across all value chain activities

14. Identify the missing word(s) in the following

sentence. The service desk should be the entry point
and single point of contact for the [?] with all of its
users. A. Service consumer B. Service provider C.
CustomerD. Supplier

15. Which includes governance, management

practices, and continual improvement? A. The service
value systemB. The 'deliver and support' value chain
activity C. The 'focus on value' guiding principleD. The
'value stream and processes' dimension

16. Which practice is used to confirm customer

requirements for services? A. Service request
management B. Service level management C. Service
deskD. Incident management
17. What is the definition of a problem? A. An
unplanned interruption to a service, or reduction in the
quality of a service B. A cause, or potential cause, of
one or more incidents C. An incident for which a full
resolution is not yet available D. Any change of state
that has significance for the management of a
configuration item (CI)

18. Which approach is CORRECT when applying the

guiding principle 'keep it simple and practical'? A. Only
add controls and metrics when they are needed B.
Design controls and metrics first, then remove those
not adding value C. Design controls and metrics and
add them individually until all are implemented D. Only
add controls and metrics that are required for
compliance

19. Which practice provides a communications point

for users to report operational issues, queries and
requests? A. Incident managementB. Continual
improvementC. Service deskD. Relationship
management

20. What are typically recognized through notifications

created by an IT service, CI or monitoring tool? A.
Incidents B. Problems C. Events D. Requests

21. Which dimension is MOST concerned with skills,

competencies, roles and responsibilities? A.
Organizations and peopleB. Information and
technology C. Partners and suppliersD. Value streams
and processes

22. What is utility?A. The functionality offered by a

service to meet a particular need B. Assurance that a
 service will meet agreed requirementsC. The amount
of money spent on a specific activity or resourceD. The
perceived benefits, usefulness and importance of
something

23. An organization is notified by a supplier about a

defect in a software product that they use. Which
practice describes the activities needed to log and
manage this? A. Incident management B. Problem
management C. Change controlD. Service desk

24. How should the seven guiding principles be

combined when an organization is making a decision?
A. By using all the guiding principles equally when
making any decision B. By using the one or two
guiding principles that are most relevant to the specific
decision

C. By using the 'focus on value' principle and one or two

others that are relevant to the specific decision
D. Review each guiding principle to decide how relevant it is
to the specific decision
25. An organization asks a stakeholder to review a
planned change. Which guiding principle does this
demonstrate? A. Collaborate and promote visibility B.
Start where you areC. Focus on valueD. Keep it simple
and practical

26. Which ITIL practice has the purpose to establish and

nurture the links between the organization and its
stakeholders at strategic and tactical levels? A.
Supplier managementB. Change controlC.
Relationship management D. Service desk
27. Which practice has a strong influence on the user
experience and perception of the service provider? A.
Service deskB. Change controlC. Service level
management D. Supplier management

28. Which practice has a purpose that includes

managing risks to confidentiality, integrity and
availability? A. Information security management B.
Continual improvementC. Monitoring and event
management D. Service level management

29. Which principle concentrates on service

consumers? A. Start where you are B. Optimize and
automate C. Keep it simpleD. Focus on value

30. What must always be done before an activity is

automated? A. Check that the activity has already
been optimized B. Check that suitable new technology
has been purchasedC. Ensure that DevOps has been
successfully implementedD. Ensure the solution
removes the need for human intervention

31. Which activity contributes to the 'where are we

now?' step of the 'continual improvement' model? A.
Executing improvement actionsB. Performing baseline
assessments C. Defining the improvement planD.
Understanding the business mission

32. Which statement about service requests is

CORRECT?A. Complex service requests should be
dealt with as normal changes B. Service requests that
require simple workflows should be dealt with as
incidents

C. Service requests require workflows that should use

manual procedures and avoid automation
D. Service requests are usually formalized using standard
procedures for initiation, approval and fulfilment
33. Which statement about 'continual improvement' is
CORRECT?
A. All improvement ideas should be logged in a single
'continual improvement register'
B. A single team should carry out 'continual improvement'
across the organization
C. 'Continual improvement' should have minimal interaction
with other practices
D. Everyone in the organization is responsible for some
aspects of 'continual improvement'
34. Which is the BEST description of the value of a
service to a customer? A. The amount of money the
customer pays for using the service B. The financial
return the customer gets from using the service C. The
outcomes the customer receives by using the service
D. The customer's perception of the benefits of using
the service

35. Why is it important to set target resolution times in

'incident management'? A. They determine when an
incident becomes a problem B. They determine which
support team the incident should be escalated to C.
They enable the management of customer and user
expectations D. They facilitate information sharing and
learning

36. Which practice is responsible for moving new or

 changed components to live or other environments? A.
Release managementB. Deployment management C.
Change controlD. Supplier management

37. Which practice identifies metrics that reflect the

customer’s experience of a service? A. Continual
improvementB. Service deskC. Service level
management D. Problem management

38. What type of change is MOST likely to be

managed as a service request? A. A standard change
B. A normal changeC. An emergency changeD. An
organizational change

39. Which dimension focuses on relationships with

other organizations that are involved in the design,
development, deployment and delivery of services? A.
Organizations and peopleB. Information and
technology C. Partners and suppliersD. Value streams
and processes

40. Which of these activities is carried out as part of

'problem management'?

A. Creating incident recordsB. Diagnosing and

resolving incidentsC. Escalating incidents to a support
team for resolution D. Trend analysis of incident
records

41. Identify the missing word in the following sentence.

The use of [?] should support, not replace what is
observed, when using the 'start where you are' guiding
principle.
A. measurement B. toolsC. plansD. process
 42. Which practice has a purpose to support the
quality of the service by handling all agreed user
initiated service requests? A. Change ControlB. IT
asset managementC. Service deskD. Service request
management

43. What impact does automation have on a service desk?

A. Less low level work and a greater ability to focus on
user experience B. Increased phone contact and a
reduced ability to focus on user experience C. Ability to
work from multiple locations, geographically dispersed
D. Ability to work from a single centralised location

44. What is a change schedule used for? A. To help

plan emergency changes B. To help authorize
standard changes C. To help assign a change
authority D. To help manage normal changes

45. Which ITIL practice recommends performing

service reviews to ensure that services continue to
meet the needs of the organization? A. Service deskB.
Service request managementC. Service level
managementD. Service configuration management

46. What takes responsibility for the outcomes of

service consumption? A. Organization B. SponsorC.
CustomerD. Service provider

47. Which role approves the cost of services? A. User

B. Change authority C. SponsorD. Customer

48. What actions does a service desk take for all

issues, queries and requests that are reported to
them? A. Schedule, assess, authorize B. Diagnose,
investigate, resolve C. Initiate, approve, fulfilD.
 Acknowledge, classify, own

49. Which is an external input to the service value

chain? A. The 'improve' value chain activity B. An
overall planC. Customer requirements D. Feedback
loops

50. Which describes the utility of a service? A. A

service that is fit for use B. A service that meets its
service level targetsC. A service that increases
constraints on the consumerD. A service that supports
the performance of the consumer

51. Which is included in the purpose of the 'service

level management' practice? A. To maximize the
number of successful service and product changes B.
To ensure accurate information about the configuration
of services is available C. To set clear business-based
targets for service levels D. To ensure that suppliers
and their performance are managed appropriately

52. Which usually requires a team of representatives

from many stakeholder groups? A. Fulfilling a service
requestB. Authorizing an emergency change C.
Logging a new problemD. Investigating a major
incident

53. Which value chain activity ensures that service

components meet agreed specifications? A. PlanB.
Design and transition C. Obtain/buildD. Deliver and
support

54. What is the purpose of the 'information security

management' practice? A. To protect the information
needed by the organization to conduct its business B.
 To observe services and service components C. To
ensure that accurate and reliable information about the
configuration of services is available when and where it
is needed D. To plan and manage the full lifecycle of
all IT assets

55. What includes governance as a component? A.

Practices B. The service value chain C. The service
value system D. The guiding principles

56. Which practice needs people who understand

complex systems and have creative and analytical
skills? A. Change controlB. Service level management
C. Service request management D. Problem
management

57. What is the definition of a known error? A. An

unplanned interruption to a service, or reduction in the
quality of a service B. A cause, or potential cause, of
one or more incidents C. A problem that has been
analysed and has not been resolved D. Any change of
state that has significance for the management of a
service or other configuration item (CI)

58. Which guiding principle is PRIMARILY concerned

with end-to-end service delivery? A. Focus on valueB.
Think and work holisticallyC. Optimize and automateD.
Collaborate and promote visibility

59. Which will NOT be handled as a service request?

A. The degradation of a service B. The replacement of
a toner cartridge C. The provision of a laptopD. A
complaint about a support team

60. What is an IT asset? A. Any financially valuable

 component that can contribute to delivery of an IT
product or service B. Any component that needs to be
managed in order to deliver a service C. A request
from a user that initiates a service action D. The
removal of anything that could have a direct or indirect
effect on services

61. Which dimension considers data security and

privacy? A. Organizations and people B. Information
and technology C. Partners and suppliersD. Value
streams and processes

62. Which term relates to service levels aligned with

the needs of service consumers? A. Service
management B. WarrantyC. CostD. Utility

63. Which directly assists with the diagnosis and

resolution of simple incidents? A. Scripts for collecting
user information B. Use of shift working patternsC.
Fulfilment of service requestsD. Creation of a
temporary team

64. What are guiding principles? A. A set of

interconnected activities that help an organization
deliver a valuable service B. A description of one or
more services that help address the needs of a target
consumer group

C. A set of specialized organizational capabilities for

enabling value for customers
D. Recommendations that help an organization when
adopting a service management approach

65. Which approach is CORRECT when applying the

 guiding principle 'keep it simple and practical'? A. Only
add controls and metrics when they are needed B.
Design controls and metrics first, then remove those
not adding value C. Design controls and metrics and
add them individually until all are implemented D. Only
add controls and metrics that are required for
compliance

66. Which practice has a purpose that includes aligning the

organization's practices and services with changing
business needs? A. Service level managementB.
Service configuration management C. Relationship
managementD. Continual improvement

67. Which practice forms a link between the service

provider and the users of services? A. Change control
B. Service level management C. Problem management
D. Service desk

68. 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 services, and the [?] that support
them, is available when and where it is needed.
A. suppliers B. CIsC. customers D. assets
69. . What is recommended by the guiding principle
'progress iteratively with feedback'?
A. A current state assessment that is carried out at the start
of an improvement initiative
B. The identification of all interested parts at the start of a
improvement initiative
C. An improvement initiative that is broken into a number of
manageable sections
D. An assessment of how all the parts of an organization will
affect an improvement initiative
70. Which guiding principle considers customer and user
experience? A. Collaborate and promote visibility
B. Focus on valueC. Start where you areD. Keep it simple
and practical

71. Which statement about the 'change control' practice is

CORRECT?
A. Service requests are usually normal changes that can be
implemented quickly without authorization
B. Emergency changes are changes that must be fully tested
and fully documented prior to implementation
C. Standard changes are changes that need to be
scheduled, assessed and authorized following a standard
process
D. Emergency changes are changes that must be
implemented as soon as possible and therefore
authorization is expedited
72. Which of these activities is carried out as part of
'problem management'? A. Creating incident recordsB.
Diagnosing and resolving incidentsC. Escalating
incidents to a support team for resolution D. Trend
analysis of incident records
73. Which practice uses techniques such as SWOT
analysis, balanced scorecard reviews, and maturity
assessments? A. Incident managementB. Problem
 managementC. Continual improvementD. Service
request management

74. How does a service consumer contribute to the

reduction of risk? A. By paying for the service B. By
managing server hardware C. By communicating
constraints D. By managing staff availability

75. What does 'change control' PRIMARILY focus on?

A. Changes to service levels B. Changes to products
and services C. Changes to organizational structure D.
Changes to skills and competencies

76. Which practice has the purpose of ensuring that

the organization's suppliers and their performance are
managed appropriately to support the provision of
seamless, quality products and services? A. Release
managementB. Supplier managementC. Service
managementD. Relationship management

77. What should be used to set user expectations for

request fulfilment times? A. The time that the customer
indicates for service delivery B. The consumer demand
for the serviceC. The time needed to realistically
deliver the serviceD. The service levels of the supplier

78. Which is a key requirement for a successful

service level agreement (SLA)? A. Using individual
metrics that relate to the service catalogue B. Using
bundled metrics to relate performance to outcomes C.
Using single-system-based metrics that relate to
outputs D. Using an agreement between the service
provider and service supplier

79. Which is considered by the 'partners and

 suppliers' dimension? A. Using artificial intelligence B.
Defining controls and proceduresC. Using formal roles
and responsibilitiesD. Working with an integrator to
manage relationships

80. Which practice recommends using tools for

collaboration and the automated matching of symptoms?
A. Problem managementB. Service level management
C. Incident managementD. Service request
management
81. How does information about problems and known
errors contribute to 'incident management'? A. It
enables quick and efficient diagnosis of incidentsB. It
removes the need for regular customer updatesC. It
removes the need for collaboration during incident
resolution D. It enables the reassessment of known
errors

82. Which practice owns and manages issues, queries

and requests from users? A. Incident management B.
Service deskC. Change controlD. Problem
management

83. What defines the requirements for a service and

takes responsibility for the outcomes of service
consumption? A. An IT assetB. A customerC. A
configuration item (CI) D. A user

84. Which guiding principle helps to ensure that better

information is available for decision making? A. Keep it
simple and practicalB. Think and work holisticallyC.
Optimize and automateD. Collaborate and promote
visibility
85. Which practice has a purpose that includes observing a
service to report selected changes of state identified as
events? A. Information security management B.
Monitoring and event management C. Incident
managementD. Change control

86. Which describes a standard change? A. A change that

needs to be scheduled, assessed and authorized
following a defined process B. A change that is
typically implemented as a service request C. A high-
risk change that needs very thorough assessment D. A
change that must be implemented as soon as possible

87. Which stakeholders co-create value in a service

relationship? A. Investor and supplier B. Consumer
and provider C. Provider and supplier D. Investor and
consumer

88. Which describes normal changes?A. Changes that

are low-risk and pre-authorized B. Changes that need
to be scheduled and assessed following a process C.
Changes that are typically initiated as service requests
D. Changes that must be implemented as soon as
possible

89. What is the expected outcome from using a

service value chain? A. Service value streams B.
Customer engagementC. Value realizationD. The
application of practices

90. Which statement about outcomes is CORRECT?

A. Outcomes are one or more services that fulfil the
needs of a service consumer B. Service providers help
service consumers achieve outcomes C. Outcomes
help service consumers achieve outputs D. Helping
 service consumers achieve outcomes reduces service
provider costs

91. Which skill is an essential part of the 'service level

management' practice? A. Technical knowledge B.
ListeningC. DiagnosisD. Problem analysis

92. What are the three phases of 'problem

management'?A. Problem logging, problem
classification, problem resolution B. Incident
management, problem management, change control
C. Problem identification, problem control, error control
D. Problem analysis, error identification, incident
resolution

93. Which is a purpose of the 'engage' value chain

activity?A. Meeting expectations for quality, costs and
time-to-market B. Providing transparency and good
relationshipsC. Ensuring the continual improvement of
servicesD. Ensuring that the organization's vision is
understood

94. 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 services,
and the [?] that support them, is available when and
where it is needed. A. suppliers B. CIsC. customers D.
assets

95. What is described by the service value system? A.

How all the components and activities of the
organization work together as a system to enable value
creation B. Services based on one or more products,
designed to address needs of a target consumer group
C. Joint activities performed by a service provider and a
service consumer to ensure continual value co-creation
D. How to apply the systems approach of the guiding
principle think and work holistically
96. Which practice requires that staff demonstrate
excellent customer service skills, such as empathy and
emotional intelligence? A. Problem management B.
Supplier management C. Release management D.
Service desk

97. What is defined as any component that needs to be

managed in order to deliver an IT service? A. A service
requestB. A configuration item (CI) C. An incidentD. An
IT asset

98. Which guiding principle recommends using the

minimum number of steps necessary to achieve an
objective? A. Progress iteratively with feedback B.
Focus on valueC. Think and work holisticallyD. Keep it
simple and practical

99. Which TWO statements about the 'service request

management' practice are CORRECT? 1. Service
requests are part of normal service delivery2.
Complaints can be handled as service requests3.
Service requests result from a failure in service4.
Normal changes should be handled as service
requests A. 1and2 B. 2and3 C. 3and4 D. 1and4

100. What is an IT asset? A. Any financially valuable

component that can contribute to delivery of an IT
product or service B. Any component that needs to be
managed in order to deliver a service C. A request
from a user that initiates a service action D. The
 removal of anything that could have a direct or indirect
effect on services

101. Which dimension includes a workflow

management system? A. Organizations and people B.
Partners and suppliersC. Information and technology
D. Value streams and processes

102. Identify the missing word in the following sentence.

A service is a means of enabling value co-creation by
facilitating outcomes that customers want to achieve, without
the customer having to manage specific [?] and risks.
A. information B. costsC. utilityD. warranty
103. Which of these should be logged and managed as
a problem? A. A user requests delivery of a laptop B.
A monitoring tool detects a change of state for a
service C. Trend analysis shows a large number of
similar incidents D. 'Continual improvement' needs to
prioritize an improvement opportunity

104. In which TWO situations should the ITIL guiding

principles be considered?

a. In every initiative

b. In relationships with all stakeholders

c. Only in specific initiatives where the principle is

relevant

d. Only in specific stakeholder relationships where

the principle is relevant

A. a and b B. b and c C. c and d D. a and d

105. Which guiding principle recommends coordinating
all dimensions of service management? A. Start
where you areB. Progress iteratively with feedback C.
Think and work holisticallyD. Keep it simple and
practical

106. What is the purpose of the 'relationship

management' practice? A. To establish and nurture
the links between the organization and its
stakeholders B. To align the organization's practices
and services with changing business needs C. To set
clear business-based targets for service performance
D. To support the agreed quality of a service handling
all agreed, user- initiated service requests

107. How should the workflow for a new service

request be designed? A. Use a single workflow for all
types of service request B. Use different workflows for
each type of service request C. Avoid workflows for
simple service requestsD. Leverage existing
workflows whenever possible

108. What is the purpose of the 'information security

management' practice? A. To protect the information
needed by the organization to conduct its business B.
To observe services and service components C. To
ensure that accurate and reliable information about
the configuration of services is available when and
where it is needed D. To plan and manage the full
lifecycle of all IT assets

109. Identify the missing word in the following

sentence. The use of [?] should support, not replace
what is observed, when using the 'start where you
are' guiding principle. A. measurement B. toolsC.
 plansD. process

110. How should automation be implemented?A. By

replacing human intervention wherever possible B. By
replacing the existing tools firstC. By initially
concentrating on the most complex tasks D. By
optimizing as much as possible first

111. Which activity is part of the 'continual

improvement' practice? A. Identifying and logging
opportunities B. Delivering tactical and operational
engagement with customers C. Populating and
maintaining the asset register D. Providing a clear
path for users to report issues, queries, and requests

112. Which competencies are required by the 'service

level management' practice? A. Problem investigation
and resolutionB. Business analysis and commercial
managementC. Incident analysis and prioritizationD.
Balanced scorecard reviews and maturity assessment

113. Which practice uses techniques such as SWOT

analysis, balanced scorecard reviews, and maturity
assessments? A. Incident managementB. Problem
managementC. Continual improvementD. Service
request management

114. Which statement about costs is CORRECT?A.

Costs imposed on the consumer are costs of service
utility B. Costs removed from the consumer are part
of the value proposition C. Costs imposed on the
consumer are costs of service warrantyD. Costs
removed from the consumer are part of service
consumption
115. What is typically needed to assign complex
incidents to support groups? A. A self-help toolB. The
incident priority C. A change schedule D. The incident
category

116. Which practice has a purpose that includes

aligning the organization's practices and services with
changing business needs? A. Service level
managementB. Service configuration management C.
Relationship managementD. Continual improvement

117. A major incident has been closed, but there is a

risk that it might happen again. How should this be
logged and managed? A. As a change request B. As
a service request C. As an eventD. As a problem

118. What should be done to determine the appropriate

metrics for measuring a new service? A. Measuring
the performance over the first six months, and basing
a solution on the results B. Asking customers to
provide numerical targets that meet their needs C.
Asking customers open questions to establish their
requirements D. Using operational data to provide
detailed service reports

119. Which dimension includes activities and

workflows? A. Organizations and people B.
Information and technology C. Partners and suppliers
D. Value streams and processes

120. What should be used to set user expectations for

request fulfilment times?
A. The time that the customer indicates for service
delivery B. The consumer demand for the serviceC.
The time needed to realistically deliver the serviceD.
 The service levels of the supplier
121. Which ITIL guiding principle recommends
using existing services, processes and tools
when improving services? A. Progress iteratively
with feedback B. Keep it simple and practicalC.
Start where you areD. Focus on value

122. Which practice has a purpose that includes

ensuring that risks have been properly
assessed? A. Service configuration management
B. Problem managementC. Service level
managementD. Change control

123. When should a full risk assessment and

authorization be carried out for a standard
change? A. Each time the standard change is
implementedB. When the procedure for the
standard change is created C. At least once a
yearD. When an emergency change is requested

124. Which statement about emergency changes is

CORRECT?
A. The testing of emergency changes can be eliminated in
order to implement the change quickly
B. The assessment and authorization of emergency changes
is expedited to ensure they can be implemented quickly
C. Emergency changes should be authorized and
implemented as service requests
D. Emergency changes must be fully documented before
authorization and implementation
125. Which practice coordinates the classification,
ownership and communication of service
 requests and incidents? A. Supplier management
B. Service deskC. Problem managementD.
Relationship management

126. What is warranty?A. Assurance that a product or

service will meet agreed requirements B. The
amount of money spent on a specific activity or
resource C. The functionality offered by a product
or service to meet a particular need D. The
perceived benefits, usefulness and importance of
something

127. Which is part of service provision?A. The

management of resources configured to deliver
the service B. The management of resources
needed to consume the service C. The grouping
of one or more services based on one or more
products D. The joint activities performed to
ensure continual value co-creation

128. Which statement about a 'continual

improvement register' is CORRECT? A. It should
be managed at the senior level of the
organization B. It should be used to capture user
demandC. There should only be one for the
whole organizationD. It should be re-prioritized as
ideas are documented

129. What are 'engage', 'plan' and 'improve'

examples of? A. Service value chain activities B.
Service level management C. Service value
chain inputs D. Change control

130. Which statement about outcomes is

CORRECT?A. An outcome can be enabled by
 more than one output B. Outcomes are how the
service performsC. An output can be enabled by
one or more outcomes D. An outcome is a
tangible or intangible activity

131. Which statement about service desks is

CORRECT? A. The service desk should work in
close collaboration with support and development
teams B. The service desk should rely on self-
service portals instead of escalation to support
teams

C. The service desk should remain isolated from technical

support teams
D. The service desk should escalate all technical issues to
support and development teams
132. Which practice updates information relating to
symptoms and business impact?
A. Service level managementB. Change controlC. Service
request management D. Incident management
133. Which is included in the purpose of the
'design and transition' value chain activity? A.
Ensuring that service components are
available when needed B. Providing
transparency and good stakeholder
relationships C. Supporting services
according to specificationsD. Continually
meeting stakeholder expectations for costs

134. Which practice has a purpose to support the

quality of the service by handling all agreed
user initiated service requests? A. Change
 ControlB. IT asset managementC. Service
deskD. Service request management

135. Which is NOT a component of the service

value system? A. The guiding principles B.
GovernanceC. PracticesD. The four
dimensions of service management

136. Which statement about the steps to fulfil

a service request is CORRECT? A. They
should be complex and detailed B. They
should be well-known and proven C. They
should include incident handling D. They
should be brief and simple

137. What is defined as a cause, or potential

cause, of one or more incidents? A. Change
B. EventC. Known error D. Problem

138. Which guiding principle recommends

eliminating activities that do not contribute to
the creation of value? A. Start where you are
B. Collaborate and promote visibility C. Keep
it simple and practicalD. Optimize and
automate

139. When should the effectiveness of a

problem workaround be assessed? A.
Whenever the workaround is used B.
Whenever the problem is resolvedC.
Whenever the workaround becomes a
known error D. Whenever the problem is
prioritized

140. 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
[?]. A. assets B. values C. elements D.
services

141. Which dimension considers how

knowledge assets should be protected? A.
Organizations and peopleB. Partners and
suppliersC. Information and technology D.
Value streams and processes

142. 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? A. Service management B.
Continual improvement C. A serviceD. An IT
asset

143. Identify the missing words in the

following sentence. The management of
information security incidents usually
requires [?]. A. Immediate escalation B.
Specialist teamsC. A separate process D.
Third party support

144. What are the ITIL guiding principles

used for?A. To help an organization make
good decisions B. To direct and control an
organization C. To identify activities that an
organization must perform in order to deliver
a valuable service D. To ensure that an
organization's performance continually meets
stakeholders' expectations
145. Which is the CORRECT approach for managing a
large improvement initiative as smaller iterations?
A. Each iteration should be designed before starting the
initiative and implemented without feedback
B. Feedback should only be taken into account when one
iteration fails to meet its objective
C. Feedback should be reduced for large improvements as it
is unlikely that circumstances will change
D. Each iteration should be continually re-evaluated based
on feedback
146. What is the purpose of the 'deployment
management' practice?A. To ensure
services achieve agreed and expected
performance B. To make new or
changed services available for useC. To
move new or changed components to
live environments D. To set clear
business-based targets for service
performance

147. Which is a service request?A.

Requesting a workaround for an issue B.
Requesting information about how to
create a document C. Requesting an
enhancement to an applicationD.
Requesting investigation of a degraded
service

148. 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.
A. costsB. usersC. valueD. performances
149. What is a recommendation of the
'focus on value' guiding principle? A.
Make 'focus on value' a
responsibility of the management B.
Focus on the value of new and
significant projects first C. Focus on
value for the service provider firstD.
Focus on value at every step of the
improvement

150. Which guiding principle

recommends standardizing and
streamlining manual tasks? A.
Optimize and automateB.
Collaborate and promote visibility C.
Focus on valueD. Think and work
holistically

151. Which describes a set of defined

steps for implementing
improvements? A. The 'improve'
value chain activityB. The 'continual
improvement register' C. The
'continual improvement model' D.
The 'engage' value chain activity

152. Which is a key requirement for a

successful service level agreement?
A. It should be written in legal
language B. It should be simply
written and easy to understandC. It
 should be based on the service
provider's view of the service D. It
should relate to simple operational
metrics

153. When planning 'continual

improvement', which approach for
assessing the current state of a
service is CORRECT? A. An
organization should always use a
single technique to ensure metrics
are consistent B. An organization
should always use a strength,
weakness, opportunity and threat
(SWOT) analysis

C. An organization should always develop competencies in

methodologies and techniques that will meet their needs
D. An organization should always use an approach that
combines Lean, Agile and DevOps methodologies
154. How does a service consumer
contribute to the reduction of risk?
A. By paying for the service B. By
managing server hardware C. By
communicating constraints D. By
managing staff availability

155. What helps diagnose and resolve a

simple incident? A. Rapid escalation
B. Formation of a temporary team
C. The use of scriptsD. Problem
prioritization

156. Which ITIL practice has a purpose

 that includes reducing the likelihood
of incidents? A. Change controlB.
Continual improvement C. Problem
management D. Service desk

157. Which service level metrics are

BEST for measuring user
experience? A. Single system-
based metrics B. Metrics for the
percentage of uptime of a service C.
Operational metricsD. Metrics linked
to defined outcomes

158. What are the MOST important

skills required by service desk staff?
A. Incident analysis skills B.
Technical skillsC. Problem
resolution skillsD. Supplier
management skills

159. Which TWO statements about an

organization's culture are
CORRECT? 1. It is created from
shared values based on how it
carries out its work 2. It is
determined by the type of
technology used to support services
3. It should be based on the culture
of prospective suppliers4. It should
be based on the objectives of the
organization A. 1and2 B. 2and3 C.
3and4 D. 1and4

160. When should a change

request be submitted to resolve a
problem? A. As soon as a solution
for the problem has been identified
B. As soon as a workaround for the
problem has been identified
C. As soon as the analysis of the
frequency and impact of incidents
justifies the change
D. As soon as the analysis of cost,
risks and benefits justifies the
change