1- A service provider has a small technical support team, who are based in a

remote location and provide support to a critical service. The support group
have a reputation for providing excellent service. Head office, who control
budget decisions, are implementing an improvement project for the
service. What should the service provider do First to identify the support
team’s involvement in the project?
A- Inform the support team that they will receive regular email updates.
B- Initiate a discussion with the support group to understand their
preferred method of communication.
C- Agree a method for involving the support team in financial decisions.
D- Use the same method of communication as agreed with all project
stakeholders.

2- An IT department is very proud of the reliable, high quality IT services it has

provided to the business for many years. The IT team was shocked when
the CEO announced the company was struggling to keep up with the
competition, and announced a bold new vision for the company to regain
market share. Which assessment method is likely to provide the MOST
helpful information for improvement?
A- GAP analysis.
B- Maturity assessment.
C- SWOT Analysis.
D- Customer satisfaction analysis.

3- When planning a new service, which three factors should be considered

when defining the value that the service will create?
A- Efficiency, effectiveness and outcomes.
B- Measures, methods and metrics.
C- Cost, risks and outcomes.
D- Goals, success factors and key performance indicators.
4- An internal service provider is creating a business case to justify the
purchase of a new service management toolset. The business case includes
several options from multiple vendors. Which is MOST important to include
in the business case to support the justification of the investment?
A- The techniques used the develop the service provider’s strategy.
B- The risks to the toolset vendors of not selecting their product.
C- A clear description of the benefits of the toolset linked to strategic
objectives.
D- A description of how the guiding principles will be used to implement
the toolset.

5- Which concept or activity involves reviewing data to identify what is

working well and what needs to be done differently?
A- Direction.
B- Planning.
C- Improvement.
D- Vision.

6- Which concept shows how an organization creates products and services

that co-create value with service consumers?
A- A plan.
B- An operating model.
C- Governance.
D- A continual improvement model.
7- An organization is making a major improvement to how they create and
deliver IT services. They need to collect feedback about what issues staff
have with the improvement. Which is an appropriate method for this?
A- Ask managers t provide information about staff attitudes to the
change.
B- Send frequent email updates explaining the importance of the change.
C- Provide responses to frequently asked questions (FAQ) on a website.
D- Provide managers with the tools they need to manage people through
the change.

8- A service provider has experienced a number of problems to their cloud

storage service that have caused service outages. Problem management
have successfully identified the cause of each incident but further
improvements to the service are considered necessary. Which is the BEST
example of using the ‘continual improvement model’ to guide
improvements to the service?
A- Use the model to identify and compare improvements to the ‘problem
management’ practice.
B- Use the model to identify and prioritize improvements to the cloud
storage service.
C- Use the model to restore and recover the cloud storage service each
time the service fails.
D- Use the model to assess and authorize changes to improve the cloud
storage service.

9- A team’s manager is defining objectives, indicators and metrics for their

team. What should they be based on?
A- The overall vision of the wider enterprise.
B- The agreed purpose of the team.
C- The personal KPIs of the team manager.
D- The agreed metrics of the wider enterprise.
10- As a result of feedback from customers received at regular Service
reviews, an organization with a large of users is migrating an important IT
service to a cloud service provider. The service functionality and the user
interface will not change, but the availability and performance should
improve. Which communication plan is MOST appropriate?
A- Lunch the project using a self-help portal to ensure maximum coverage;
ensure the same message gets to customers and users.
B- Discuss the impact of the changes on the customers at the next service
review; send users an email detailing change dates and the expected
benefits.
C- Explain the benefits to customers in an email; hold discussions with
users to explain the changes.
D- Lunch the upgraded service then discuss its effects at a future service
review; use the service disk to deal with any user issues.

11- Which describes the concept of ‘direction’ in service provision?

A- The ability to identify and implement improvement to services.
B- The creation of detailed proposals that describe the activities needed to
achieve an objective.
C- The identification of possible events that could make it more difficult to
achieve objectives.
D- The ability to lead and guide staff to perform activities that will
achieve defined outcomes.

12- A project team is running a meeting to review their successes and

failures at the end of a major project. They want to ensure that other
project teams avoid repeating the same mistakes in future projects. Which
is the BEST way to capture and share their findings?
A- A lessons learned report.
B- A SWOT analysis report.
C- A customer satisfaction analysis.
D- A gap analysis report.
13- A service provider has identified that incidents are taking too long to
resolve and service targets are being breached. The targets have been
reviewed and are consistent with both the customer and service provider’s
strategy and goals. Which is the BEST approach io improve the service
provider’s ability to meet the targets?
A- Use SWOT analysis to identify the requirements for ‘incident
management’ improvements.
B- Use the Kanban technique to help people to see where work is being
delayed in the value steam.
C- Improve how governance of the service value system affects ‘incident
management’.
D- Use stakeholder mapping to plan communication of incident
information.

14- An organization is planning to communicate information about a new

improvement initiative by providing information on the IT portal, sending
emails, and holding meetings with affected groups. Which communication
principle are they applying?
A- Communication is a two-way process.
B- We are all communicating all the time.
C- Timing and frequency matter.
D- There is no single method of communicating.

15- An organization produces a document that describes how incidents

should be prioritized. It states that staff can use their discretion to set
different priorities in different situations. Which type of document is this?
A- A policy.
B- A control.
C- A guideline.
D- A contract.
16- An organization recently established a service management office
(SMO) to promote and enable continual improvement throughout the SVS.
The members of the SMO are discussing the role of the office in continual
improvement across the organization. Which is the BEST description of the
role of the SMO in this situation?
A- The SMO should be the central point of responsibility for the
identification, proposal, and implementation of all improvements.
B- The SMO should ensure that everyone in the organization is
empowered and trained to identify and propose improvements.
C- The SMO should focus in the improvement of the ‘continual
improvement’ practice.
D- The SMO should ensure that every improvement initiative strictly
follows the steps in the ITIL ‘continual improvement model’.

17- A retailer is considering introducing a new virtual reality feature to its

online presence. Recognizing this is a significant effort requiring new skills
and technology, the CIO has asked the operations manager to assess the
impact to the organization. Which assessment method would work BEST in
this situation?
A- Customer satisfaction analysis.
B- Gap analysis.
C- SLA achievement analysis.
D- Process maturity assessment.

18- Who defines the strategic aims of an organization, and provides

leadership and reporting to ensure these aims are met?
A- Management.
B- Governance.
C- Shareholders.
D- Audit committee.
19- Senior management has asked the CIO to present metrics that
demonstrate how well the IT department is performing. Which approach is
BEST for establishing proper metrics for IT?
A- Start with metrics that are easy to obtain from existing tools, then use
feedback from senior management to improve the list of metrics.
B- Develop reports that visually display key operating measures and
monthly trends.
C- Work with the management team to limit the metrics to the most
important, then communicate them in a format that best meets
stakeholder needs.
D- Goals and objectives, then develop one to three indicators to measure
achievement of the critical elements.

20- Which is within the scope of ‘organizational change management’?

A- Obtaining support and sponsorship from senior management for
improvement initiatives.
B- Ensuring changes to IT assets are assessed for cost, risk and impact.
C- Ensuring improvement projects address the most urgent needs of the
service consumers.
D- Minimizing change fatigue by limiting improvement projects to one a
year.

21- How should a service provider manage costs and risks when
implementing improvements?
A- Improvements should be focused on managing outcomes, regardless of
costs and risks.
B- Improvements with the lowest costs and risks should be prioritized over
other improvements.
C- Improvements may aim to reduce risks or eliminate unnecessary costs.
D- Improvements should be focused on managing costs and risks,
regardless of the outcomes.
22- An organization is planning a new managed storage service. The
customer has stated the objective as: “Information will be reliably and
securely stored”. Which approach should be used to measure the
achievement of this objective?
A- Define key indicators for storing data and then define contributing
objectives.
B- Identify best practice metrics for measuring data security and use these
to develop objectives.
C- Collect operational measurements as a baseline and use these to
identify objectives.
D- Identify key indicators for the stated objective and define supporting
metrics.

23- A company has a new, global line of business that has changed how
the IT department supports the systems. Recognizing the need for two way
communication for the required changes, IT managers need better ways of
obtaining feedback. Which describes the BEST approach for establishing
effective feedback channels?
A- Research how individual teams communicate internally and use the
most popular collaborating tools to collect feedback.
B- Establish office hours where staff are encouraged to visit without
appointments and discuss their concerns.
C- Initiate a project to select and implement a collaboration tool to
facilitate tow-way communication with staff.
D- Publish a printed weekly newsletter that clearly and consistently
communicates change.
24- A service provider is planning an initiative to improve their ‘change
enablement’ practice. The following success factor has been agreed:
“Protect customers and users from the adverse effect of changes”. Which
key performance indicator (KPI) should be used to measure the
achievement to the success factor?
A- Reduce the time taken to authorize changes by 20% within five months.
B- Reduce interruptions to customer’s business process caused by
changes by 10% within six months.
C- Optimize overall business risk by improving change control.
D- Reduce number of emergency changes caused by incomplete changes
requests by 7%.

25- What should be included in an organization’s approach to risk

management?
A- An approach to ensuring that risk management is continually aligned
with objectives.
B- An approach to ensuring that any risks are managed by the people who
discover them.
C- An approach to setting risk tolerances so that decisions about threats
are made by senior managers.
D- An approach to achieving a single perception of risk throughout the
organization.

26- What is the difference between a policy and a control?

A- A policy is a type of control that states what management expects.
B- A control is a type of policy that directs staff behavior.
C- Policies focus on organizations and people, controls focus on
information and technology.
D- Policies are defined by governance, controls are defined by
management.
27- A small service provider is experiencing growth and success.
Currently, all important decisions are made by a small executive group. This
creates delays because some members of the group are often unavailable.
Which sis the BEST approach for establishing an authority structure for
decision-making within the service provider organization?
A- Appoint one responsible member of the executive group to make all
important decisions.
B- Ensure that technical decisions are made by the operational staff who
can define the risks.
C- Keep high-risk decisions within the executive group, but define a policy
for delegating other decisions.
D- Refer all decisions to executive group, who will consider each case and
delegate when appropriate.

28- A manager is planning which interfaces will be needed across the

value steam when a new service is created. Which of these steps should be
carried out FIRST?
A- Identify tools that will be used to develop and deploy the service.
B- Identify practices that will be used to create and manage the service.
C- Identify utility and warranty requirements for the service.
D- Identify and involve stakeholders in the service.
29- A service provider is implementing a new self-service portal for users
to request access to IT services. The portal will be made available to 5000
users across 50 sites. Which is the BEST guidance for producing guidelines
for users of the self-service portal?
A- Circulate detailed guidelines to users for using the self-service portal to
request access to IT services.
B- Provide guidelines for using the self-service portal for access requests to
the service desk staff so that they can help users.
C- Produce simple guidelines for users of the self-service portal for access
request making it clear who to contact for exceptions.
D- Provide guidelines outlining the difference from pervious methods of
requesting access to IT services.

30- Which statement about mission and vision statements is CORRECT?

A- A mission statement is used to describe in detail how an organization
will achieve its overall purpose.
B- A vision statement is used to create enthusiasm for the desired future
of the organization.
C- A mission statement is used to provide a plan of action designed to
achieve a long-term aim.
D- A vision statement is used to describe the means by which an
organization is directed and controlled.

31- A service provider has established the success factor of: “improved
availability of wi-fi service”. Which is the BEST key performance indicator to
use measure this?
A- 10% increase in resolution of wi-fi incidents within target time by the
end of quarter3.
B- 5% reduction in complaints to the service desk by end of the year.
C- 5% increased user satisfaction with the wi-fi service.
D- Increase in wi-fi service availability by the end of quarter 2.
32- A CIO has made value steam mapping key part of an IT improvement
effort. A value steam map for existing services is being developed. Which
approach would produce the BEST results?
A- Hire process consultants to develop process maps, and minimize the
involvement of staff in the design of the future state of the value steam.
B- Ask stakeholders to document all value steam activities for which they
are responsible, then assign team members to each activity to develop
improvements.
C- Hire an ‘organizational change management’ consultant to identify the
attitudes, behaviors, and cultural changes that are required to make
value steams more effective.
D- Ask stakeholders to collaborate to optimize and eliminate waste, and
establish metrics for measuring improvement.

33- Customer surveys have shown consistently declining customer

satisfaction with how the service desk team is resolving customer incidents.
The service desk manager wants to improve, so they have hired a
consultant to work with the process engineering team to develop new
processes and training materials for the service desk staff. The service desk
staff struggled with the new procedures, and the next survey results
showed further decline. Which of the guiding principles should have been
followed to avoid this issue?
A- Optimize and automate.
B- Progress iteratively with feedback.
C- Focus on value.
D- Start where you are.

34- Which level of plan would focus on activities that are to be

completed over the next few months?
A- Strategic.
B- Tactical.
C- Operational.
D- Governance.
35- Which BEST describes a value steam?
A- Steps that add value to a unit of work being processed in the service
value chain.
B- A visual representation of how an organization co-creates value with
its stakeholders.
C- A tool to help plan improvement initiative changes based on value.
D- A structured approach to organizational change, so that staff members
feel valued.

36- A service provider is using the ‘continual improvement model’ to

structure an improvement initiative for the IT services that they deliver to a
customer. During which step in this model will they review how well they
are currently satisfying the customer’s legislative requirements?
A- What is the vision?
B- Where are we now?
C- Where do we want to be?
D- How do we get there?

37- A company is starting a digital transformation effort that will require

significant changes in how IT must operate. The CIO hired consultants to
assess the IT department, and they identified a number of improvements
that would increase customer value. Which approach would BEST prioritize
improvement outcomes?
A- Prioritize outcomes that can be achieved with the least effort, which will
help create momentum for future improvements.
B- Prioritize outcomes that impact staff the least, which will help staff
develop confidence in making improvements.
C- Prioritize outcomes that move the organization closer to its vision,
which will maximize value for all stakeholders.
D- Prioritize outcomes that reduce waste the most, which will ensure
efficient use of the organization’s resources.
38- An organization has determined that a significant percentage of
incidents have delayed resolutions because they are escalated to the wrong
team, and need to be reassigned before they can be resolved. They plan to
improve the flow of work by improving the accuracy of incident escalation.
What is this an example of?
A- Collecting feedback.
B- Elimination of waste.
C- Value stream mapping.
D- Organizational change management.

39- An IT service provider uses extensive measures and reporting to

ensure desired actions are being performed. Unfortunately, the amount of
information is overwhelming for the managers. They wish to reduce the
amount of information that is collected, processed and reported on. Which
describes the BEST approach for eliminating unnecessary measures?
A- Collect and evaluate the number and nature of questions raised by IT
managers and report only on the measures that generate the most
questions.
B- Identify the key measures that demonstrate agreed objectives are being
met, and report only those.
C- Identify and eliminate measures that have not fluctuated significantly
for multiple reporting periods.
D- Identify and focus on measures that directly support the organization’s
vision statement.

40- A software development team makes many hundreds of small

changes every week. Who can BEST make the decision of whether to accept
each change?
A- The IT change manager.
B- The software development manager.
C- The sponsor in the service consumer organization.
D- The other members of the software development team.
41- An organization is mapping a value steam for an IT service. In the
current map, the same activity is repeated multiple times. When identifying
opportunities to remove waste from the value steams, it has been
determined that several days could be removed from the delivery time by
eliminating repeated work. What is this an example of?
A- Cascading goals through the organization.
B- Building value chains on effective practices.
C- Optimizing a workflow through organization.
D- Establishing clear objectives for assessments.

42- An IT department is functioning as a service provider for the

company it is a part of. Which statement about this provider’s governance
is CORRECT?
A- An internal service provider’s governance is limited to external factors
such a regulations and legislation.
B- An internal service provider is not subject to governance because they
are part of the same company.
C- An internal service provider cannot govern itself unless it has
specifically delegated the authority by the company’s governing body.
D- An internal service provider must use the service value system instead
of governance.
43- A service provider has a small technical support team, who are
abased in a remote location and provide support to a critical service. The
support group have a reputation for providing excellent service. Head
office, who control budget decisions, are implementing an improvement
project for the service. What should the service provider do FIRST to
identify the support team’s involvement in the project?
A- Inform the support team that they will receive regular email updates.
B- Initiate a discussion with the support group to understand their
preferred method of communication.
C- Agree a method for involving the support team in financial decisions.
D- Use the same method of communication as agreed with all project
stakeholders.

44- A legacy financial system requires the user to manually enter the
time and date of transactions to meet regulatory requirements. A recent
internal audit has shown that these fields are often blank. Which are TWO
effective controls that could improve compliance?
1- Modify the application to automatically add the current date and time
when a transaction is entered.
2- Establish a communication plan to remind users of the importance of
including the date and time on transactions.
3- Develop a goals cascade so that all staff know their role in achieving
company goals.
4- Create a report showing non-compliant records and take appropriate
action to correct them.
A- 1 and 2
B- 2 and 3
C- 3 and 4
D- 1 and 4
45- An IT department is very proud of the reliable, high quality IT services
it has provided to the business for many years. The IT team was shocked
when the CEO to the business for many years. The IT team was shocked
when the CEO announced the company was struggling to keep up with the
competition, and announced a bold new vision for the company to regain
market share. Which assessment method is likely to provide the MOST
helpful information for improvement?
A- GAP analysis.
B- Maturity assessment.
C- SWOT Analysis.
D- Customer Satisfaction analysis.

46- An internal service provider is creating a business case to justify the

purchase of a new service management toolset. The business case includes
several options from multiple vendors. Which is MOST important to include
in the business case to support the justification of the investment?
A- The techniques used to develop the service provider’s strategy.
B- The risks to the toolset vendors of not selecting their product.
C- A clear description of the benefits of the toolset linked to strategic
objectives.
D- A description of how the guiding principles will be used to implement
the toolset.

47- A software development team makes many hundreds of small

changes every week. Who can BEST make the decision of whether to accept
each change?
A- The IT Change manager.
B- The software development manager.
C- The sponsor in the service consumer organization.
D- The other members of the software development team.
48- Which BEST describes the relationship between planning and risk?
A- Planning is a high level function, risk management is a tactical activity.
B- Planning should always consider risks and how to mitigate them.
C- Planning focuses on what needs to be accomplished, risk management is
part of how work is to be performed.
D- Risk management is the exclusive domain of dedicated risk managers.

49- A company has a new, global line of business that has changed how
the IT department supports the systems. Recognizing the need for two way
communication for the required changes. IT managers need better ways of
obtaining feedback. Which describes the BEST approach for establishing
effective feedback channels?
A- Research how individual teams communicate internally and use most
popular collaboration tools to collect feedback.
B- Establish office hours where staff are encouraged to visit without
appointments and discuss their concerns.
C- Initiate a project to select and implement a collaboration tool to
facilitate tow-way communication with staff.
D- Publish a printed weekly newsletter that clearly and consistently
communicates change.

50- A services provider is improving its ‘service desk’ practice and has
established the success factor: “improved user satisfaction with the service
desk”. Which is the BEST key performance indicator for measuring this?
A- Reduce time to resolve the underlying cause of incidents.
B- 10% increase in calls resolved without escalation by end of the year.
C- Accelerate service request fulfilment by the end of quarter 2.
D- Increase average time to answer phones by 5%.
51- A company is starting a digital transformation effort that will require
significant changes in how IT must operate. The CIO hired consultants to
assess the IT department, and they identified a number of improvements
that would increase customer value. Which approach would BEST prioritize
improvement outcomes?
A- Prioritize outcomes that can be achieved with the least effort, which will
help create momentum for future improvements.
B- Prioritize outcomes that impact staff the least, which will help staff
develop confidence in making improvements.
C- Prioritize outcomes that move the organization closer to its vision,
which will maximize value for all stakeholders.
D- Prioritize outcomes that reduce waste the most, which will ensure
efficient use of the organization’s resources.

52- A CIO has made value stream mapping a key part of an IT improvement
effort. A value stream map for existing services is being developed. Which
approach would produce the BEST results?
A- Hire process consultants to develop process maps, and minimize the
involvement of staff in the design of the future state of the value
stream.
B- Ask stakeholders to document all value stream activities for which
they are responsible, then assign team members to each activity to
develop improvements.
C- Hire an ‘organizational change management’ consultant to identify the
attitudes, behaviors, and cultural changes that are required to make
value streams more effective.
D- Ask stakeholders to collaborate to optimize and eliminate waste, and
establish metrics for measuring improvement.
53- A service provider is implementing a new self-service portal for users to
request access to IT services. The portal will be made available to 5000
users across 50 sites. Which is the BEST guidance for producing guidelines
for users of the self-service portal?
A- Circulate detailed guidelines to users for using the self-service portal to
request access to IT services.
B- Provide guidelines for using the self-service portal for access requests to
the service desk staff so that they can help users.
C- Produce simple guidelines for users of the self-service portal for access
requests making it clear who to contact for exceptions.
D- Provide guidelines outlining the difference from pervious methods of
requesting access to IT services.

54- At the start of an organizational change initiative, the mangers of an

organization ensure that stakeholders know what the change is supposed
to achieve and encourage them to discuss it. Which ‘organizational change
management’ requirement does this MOST contribute to?
A- Clear and relevant objectives.
B- Strong and committed leadership.
C- Willing and prepared participants.
D- Sustained improvement.
55- The IT organization of a large company has an existing improvement
programme. Individual IT divisions have fully embraced continual
improvement. The business las seen areas of improved performance, but
the improvements do not last long. Which action BEST maintains long-term
Improvement?
A- Starting all improvement efforts with a clear understanding of the
current and desired future state.
B- Developing a business case for continual improvement and asking for
support from senior management.
C- Establishing a strong governance capability to help build a culture of
continual improvement.
D- Developing a value stream map for the continual improvement effort to
better understand how it is working.

56- Which statement describes the influence of services on service consumer’s

outcomes, costs, and risks?
A- Services may diminish some outcomes, while supporting the others.
B- Services remove risks from service consumers without introducing new
ones.
C- The key benefit of services is in the reduction of costs and risk.
D- A service should introduce fewer costs than it removes.

57- An organization is making a major improvement to how they create and

deliver it services. They need to collect feedback about what issues staff
have with the improvement. Which is an appropriate method for this?
A- Ask managers to provide information about staff attitudes to the
change.
B- Send frequent email updates explaining the importance of the change.
C- Provide responses to frequently asked questions (FAQ) on a website.
D- Provide managers with the tools they need to manage people through
the change.
58- What should be included in an organization’s mission statement?
A- A value chain map that clearly highlights areas that require
transformation.
B- A clear picture of the desired future state of the organization.
C- A clear picture of the purpose of the organization.
D- A clear metrics cascade showing alignment with the strategic plan.

59- A service provider has established the success factor of: “improved
availability of wi-fi service”. Which is the BEST key performance indicator to
use to measure this?
A- 10% increase in resolution of wi-fi incidents within targe time by the
end of quarter 3.
B- 5% reduction in complaints to the service desk by end of the year.
C- 5% increased user satisfaction with the wi-fi service.
D- Increase in wi-fi service availability by the end of quarter 2.

60- An organization is drafting a plan to achieve its strategic goals and is

ensuring that they consider the involvement of all appropriate stakeholders
at levels in the organization. Which guiding principle are they applying?
A- Focus on value.
B- Think and work holistically.
C- Collaborate and promote visibility.
D- Keep it simple and practical.
61- As a result of feedback from customers received at regular service reviews,
an organization with a large number of users is migrating an important IT
service to a cloud service provider. The service functionality and the user
interface will not change, but the availability and performance should
improve. Which communication plan is MOST appropriate?
A- Launch the project using a self-help portal to ensure maximum
coverage; ensure the same message gets to customers and users.
B- Discuss the impact of the changes on the customers at the next service
review; send users an email detailing change dates and the expected
benefits.
C- Explain the benefits to customers in an email; hold discussions with
users to explain the changes.
D- Launch the upgraded service then discuss its effects at a future service
review; use the service desk to deal with any user issues.

62- Which BEST describes a value stream?

A- Steps that add value to a unit of work being processed in the service
value chain.
B- A visual representation of how an organization co-creates value with
its stakeholders.
C- A tool to help plan improvement initiative changes based on value.
D- A structured approach to organizational change, so that staff members
feel valued.
63- In an organization, a service desk team employs experienced staff who
have worked there for many years and have good relationships with
support teams. The organization has a good improvement culture, and staff
are encouraged to use their experience and identify improvements. They
are developing a new policy for handling incidents. Which is the BEST
approach for this new policy?
A- Ensure that any identified exceptions are excluded from the policy to
improve clarity.
B- Ensure that all teams involved in incident resolution collaborate in the
development of the policy.
C- Implement the policy for service desk staff before informing other
affected support teams.
D- Engage with stakeholders to ensure that as much detail as possible is
included in the policy.

64- A manager is planning which interfaces will be needed across the value
stream when a new service is created. Which of these steps should be
carried out FIRST?
A- Identify tools that will be used to develop and deploy the service.
B- Identify practices that will be used to create and manage the service.
C- Identify utility and warranty requirements for the service.
D- Identify and involve stakeholders in the service.
65- An organization has IT divisions distributed globally. As the organization
has grown, it has become difficult to align the activities of the IT divisions
with the organization’s objectives. How can the organization ensure that all
IT activities are aligned with the organization’s objectives?
A- Put compliance controls in place to ensure that all centres of expertise
are following the same practices.
B- Prioritize risk mitigation strategies in alignment with the organization’s
risk appetite.
C- Establish increasingly detailed objectives at each level of the
organization that align directly with the objectives of the layer above.
D- Collect feedback from both organizational and IT leadership from each
region.

66- A retailer is considering introducing a new virtual reality feature to its

online presence. Recognizing this is a significant effort requiring new skills
and technology, the CIO has asked the operations manager to assess the
impact to the organization. Which assessment method would work BEST in
this situation?
A- Customer satisfaction analysis.
B- Gap analysis.
C- SLA Achievement analysis.
D- Process maturity assessment.

67- Which describes ‘scope of control’?

A- The content of a service improvement plan.
B- The set of risks that are owned and assessed by a department manager.
C- The extent to which a manager can direct the actions of team
members.
D- The number of managers to whom an individual must provide regular
reports.
68- A service provider has experienced a number of problems to their cloud
storage service that have caused service outages. Problem management
have successfully identified the cause of each incident but further
improvements to the service are considered necessary. Which is the BEST
example of using the ‘continual improvement model’ to guide
improvements to the service?
A- Use the model to identify and compare improvements to the ‘problem
management’ practice.
B- Use the model to identify and prioritize improvements to the cloud
storage service.
C- Use the model to restore and recover the cloud storage service each
time the service fails.
D- Use the model to assess and authorize changes to improve the cloud
storage service.

69- An organization uses an external service provider to develop and support a

critical application. They have asked the supplier to make improvements as
users have been complaining that the application is difficult to use. What
would be a suitable SMART KPI for measuring this improvement?
A- A significant number of user interface improvements implemented over
the next six months.
B- User satisfaction with the application measured in a monthly survey
increases by 30% over the next six months.
C- Customer satisfaction with the application measured by using net
promoter score increases by 5% each year.
D- Usability of the application evaluated by the application manager
improves from “poor” to “good” over the next six months.
70- A project team is running a meeting to review their successes and failures
at the end of a major project. They want to ensure that other project teams
avoid repeating the same mistakes in future projects. Which is the BEST
way to capture and share their findings?
A- A lessons learned report.
B- A SWOT analysis report.
C- A customer satisfaction analysis.
D- A gap analysis report.

71- Which concept or activity involves reviewing data to identify what is

working well and what needs to be done differently?
A- Direction.
B- Planning.
C- Improvement.
D- Vision.

72- A small service provider is experiencing growth and success.

Currently, all important decisions are made by a small executive group. This
creates delays because some members of the group are often unavailable.
Which is the BEST approach for establishing an authority structure for
decision-making within the service provider organization?
A- Appoint one responsible member of the executive group to make all
important decisions.
B- Ensure that technical decisions are made by the operational staff who
can define the risks.
C- Keep high-risk decisions within the executive group, but define a policy
for delegating other decisions.
D- Refer all decisions to the executive group, who will consider each case
and delegate when appropriate.
73- An organization has determined that a significant percentage of
incidents have delayed resolutions because they are escalated to the wrong
team, and need to be reassigned before they can be resolved. They plan to
improve the flow of work b improving the accuracy of incident escalation.
What is this an example of?
A- Collecting feedback.
B- Elimination of waste.
C- Value steam mapping.
D- Organizational change management.

74- An organization recently established a service management office

(SMO) to promote and enable continual improvement throughout the SVS.
The members of the SMO are discussing the role of the office in continual
improvement across the organization. Which is the BEST description of the
role of the SMO in this situation?
A- The SMO should be the central point of responsibility for the
identification, proposal, and implementation of all improvements.
B- The SMO should ensure that everyone in the organization is
empowered and trained to identify and propose improvements.
C- The SMO should focus on the improvement of the ‘continual
improvement’ practice.
D- The SMO should ensure that every improvement initiative strictly
follows the steps in the ITIL ‘continual improvement model’

75- What is the difference between a policy and a control?

A- A policy is a type of control that states what management expects.
B- A control is a type of policy that directs staff behavior.
C- Policies focus on organizations and people, controls focus on
information and technology.
D- Policies are defined by governance, controls are defined by
management.
76- In an organization, IT teams are working on documented, structured
and systematic processes for all customer-facing work. Which concept is
this an example of?
A- A control.
B- A balanced scorecard.
C- A method.
D- A risk.

77- Which type of plan would outline the organizational vision for a
multi-year infrastructure expansion?
A- Tactical.
B- Project.
C- Operational.
D- Strategic.

78- When planning a new service, which three factors should be

considered when defining the value that the service will create?
A- Efficiency, effectiveness and outcomes.
B- Measures, methods and metrics.
C- Cost, risks and outcomes.
D- Goals, success factors and key performance indicators.

79- A service provider has developed a strategy to increase its revenue

by launching a new cloud storage service. This strategy is being cascaded
down to the technical teams. Which is a relevant objective that will support
the strategy?
A- Average number of storage access failures per month.
B- Increase profit by launching new wi-fi services into new geographic
markets.
C- Achieve a 10% increase in service requests fulfilled in the target time.
D- Design and implement new infrastructure by the end of quarter 2.
80- An organization is planning to communicate information about a new
improvement initiative by providing information on the IT portal, sending
emails, and holding meetings with affected groups. Which communication
principle are they applying?
A- Communication is a two-way process.
B- We are all communicating all the time.
C- Timing and frequency matter.
D- There is no single method of communicating.