NEW QUESTION 1
Which statement about change management is CORRECT?
A. It optimizes overall business risk
B. It optimizes financial exposure
C. It ensures that all changes are authorized by the change advisory board (CAB)
D. It ensures that service requests follow the normal change management process
Answer: C
NEW QUESTION 2
Which competencies are required by the 'service level management' practice?
A. Problem investigation and resolution
B. Incident analysis and prioritization
C. Business analysis and commercial management
D. Balanced scorecard reviews and maturity assessment
Answer: C
NEW QUESTION 3
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
A. Local
B. Centralized
C. Outsourced
D. Virtual
Answer: C
NEW QUESTION 4
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
Answer: A
NEW QUESTION 5
Which describes a standard change?
A. A high-risk change that needs very thorough assessment
B. A change that is typically implemented as a service request
C. A change that must be implemented as soon as possible
D. A change that needs to be scheduled, assessed and authorized following a defined process
Answer: B
NEW QUESTION 6
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
Answer: A
NEW QUESTION 7
What should all 'continual improvement' decisions be based on?
A. Accurate and carefully analysed data
B. Details of how services are measured
C. A recent maturity assessment
D. An up-to-date balanced scorecard
Answer: A
NEW QUESTION 8
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 an event
B. As a problem
C. As a service request
D. As a change request
Answer: B
NEW QUESTION 9
Which statement about the 'service desk1 practice is CORRECT?
A. It provides a link with stakeholders at strategic and tactical levels
B. It carries out change assessment and authorization
C. It investigates the cause of incidents
D. It needs a practical understanding of the business processes
Answer: D
NEW QUESTION 10
Arrange the following steps of software lifecycle in correct order.
* 1. Retire
* 2. Test
* 3. Operate
* 4. Deploy
* 5. Ideation
* 6. Develop
* 7. Design
A. Ideation, Design, Develop, Deploy, Test, Operate, Retire
B. Retire, Test, Operate, Deploy, Ideation, Develop, Design
C. None of the above
D. Ideation, Test, Develop, Deploy, Design, Operate, Retire
Answer: A
NEW QUESTION 10
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
A. Change control
B. IT asset management
C. Service desk
D. Service request management
Answer: D
NEW QUESTION 13
Which value chain activity communicates the current status of all four dimensions of service management?
A. Improve
B. Engage
C. Obtain/build
D. Plan
Answer: D
NEW QUESTION 18
Which is one of the five aspects of service design?
A. Management information systems and tools
B. Risk analysis and management approach
C. Management policy for business case creation
D. Corporate governance and policy
Answer: A
NEW QUESTION 19
Which practice identifies metrics that reflect the customer's experience of a service?
A. Continual improvement
B. Service desk
C. Service level management
D. Problem management
Answer: C
NEW QUESTION 21
Which statement BEST describes the value of service strategy to the business?
A. It allows higher volumes of successful change
B. It reduces unplanned costs through optimized handling of service outages
C. It reduces the duration and frequency of service outages
D. It enables the service provider to understand what levels of service will make their customers successful
Answer: D
NEW QUESTION 25
Who is responsible for defining metrics for change management?
A. The change management process owner
B. The change advisory board (CAB)
C. The service owner
D. The continual service improvement manager
Answer: A
NEW QUESTION 27
How does a service consumer contribute to the reduction of disk?
A. By paying for the service
B. By managing server hardware
C. By communicating constraints
D. By managing staff availability
Answer: C
NEW QUESTION 29
What is defined as a cause, or potential cause, of one or more incidents?
A. Change
B. Event
C. Known error
D. Problem
Answer: D
NEW QUESTION 30
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 demand
C. There should only be one for the whole organization
D. It should be re-prioritized as ideas are documented
Answer: D
NEW QUESTION 35
Which statement about metrics is CORRECT?
A. Process metrics can be used to measure end-to-end service performance
B. Technology metrics can be used to measure component performance and availability
C. Process metrics can be used to measure the utilization of a supplier’s network
D. Technology metrics can be used to determine the overall health of a process
Answer: B
NEW QUESTION 40
Which is an objective of the design coordination process?
A. To produce service design packages and ensure they are handed over to service transition
B. To assess and evaluate all changes and their impact on service designs
C. To document the initial structure and relationship between services and customers
D. To gather and document new service level requirements from the customer
Answer: A
Explanation:
D18912E1457D5D1DDCBD40AB3BF70D5D
NEW QUESTION 43
Which practice may involve the initiation of disaster recovery?
A. Incident management
B. Service request management
C. Service level management
D. IT asset management
Answer: A
NEW QUESTION 44
Which ITIL concept describes governance?
A. The service value system
B. The service value chain
C. The seven guiding principles
D. The four dimensions of service management
Answer: A
NEW QUESTION 46
Which practice coordinates the classification, ownership and communication of service requests and incidents?
A. Supplier management
B. Service desk
C. Problem management
D. Relationship management
Answer: B
NEW QUESTION 47
Which statement about known errors and problems is CORRECT?
A. Known error is the status assigned to a problem after it has been analysed
B. A known error is the cause of one or more problems
C. Known errors cause vulnerabilities, problems cause incidents
D. Known errors are managed by technical staff, problems are managed by service management staff
Answer: A
NEW QUESTION 51
Which statement about IT service management is CORRECT? D18912E1457D5D1DDCBD40AB3BF70D5D
A. It is performed by customers using a mix of IT systems, services and processes
B. It is performed by IT service providers using a mix of suppliers and their products
C. It is performed by the service desk using a mix of people, process and technology
D. It is performed by IT service providers using a mix of people, process and technology
Answer: D
NEW QUESTION 54
What considerations influence the supplier strategy of an organization?
A. Contracts and agreements
B. Type of cooperation with suppliers
C. Corporate culture of the organization
D. Level of formality
Answer: C
NEW QUESTION 59
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
A. Progress iteratively with feedback
B. Keep is simple and practical
C. Start where you are
D. Focus on value
Answer: C
NEW QUESTION 63
How does categorization of incidents assist the 'incident management' practice?
A. It determines the priority assigned to the incident
B. It determines how the service provider is perceived
C. It helps direct the incident to the correct support area
D. It ensures that incidents are resolved in timescales agreed with the customer
Answer: C
NEW QUESTION 65
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 service
D. An IT asset
Answer: C
NEW QUESTION 69
Which is a key consideration for the guiding principle 'keep it simple and practical'?
A. Try to create a solution for every exception
B. Start with a complex solution, then simplify
C. Understand how each element contributes to value creation
D. Ignore the conflicting objectives of different stakeholders
Answer: C
NEW QUESTION 70
Which activity captures the demand for incident resolution and service requests?
A. Change control
B. Problem management
C. Service desk
D. Service catalogue management
Answer: C
NEW QUESTION 74
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
Answer: A
NEW QUESTION 79
Which service transition process provides guidance about converting data into information?
A. Change evaluation D18912E1457D5D1DDCBD40AB3BF70D5D
B. Knowledge management
C. Service validation and testing
D. Service asset and configuration management
Answer: B
NEW QUESTION 82
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
A. Focus on value
B. Start where you are
C. Collaborate and promote visibility
D. Progress iteratively with feedback
Answer: D
NEW QUESTION 87
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.
A. protect
B. store
C. audit
D. provide
Answer: A
NEW QUESTION 90
Which processes are responsible for the regular review of underpinning contracts?
A. Supplier management and service level management
B. Supplier management and change management
C. Availability management and service level management
D. Supplier management and availability management
Answer: A
NEW QUESTION 94
Which describes outcomes?
A. Tangible or intangible deliverables
B. Results desired by a stakeholder
C. Configuration of an organization's resources
D. Functionality offered by a product or service
Answer: B
NEW QUESTION 97
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
Answer: A
NEW QUESTION 99
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.
A. 'focus on value' guiding principle
B. service value system
C. 'service request management' practice
D. four dimensions of service management
Answer: B
NEW QUESTION 104
What is the CORRECT definition of service management?
A. A set of specialized assets for transitioning services into the live operational environment
B. A set of specialized organizational capabilities for delivering value to customers in the form of services
C. The capability of supplier to deliver services to providers in exchange for money
D. The capability of service providers to minimize their costs without reducing the value of the services
Answer: B
NEW QUESTION 108
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
A. Service configuration management
B. Service desk
C. IT asset management
D. Monitoring and event management
Answer: A
NEW QUESTION 109
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
Answer: D
NEW QUESTION 114
What can be used to help determine the impact level of a problem?
A. Definitive media library (DML)
B. Configuration management system (CMS)
C. Statement of requirements (SOR)
D. Standard operating procedures (SOP)
Answer: B
NEW QUESTION 115
Which is NOT a component of the service value system?
A. The guiding principles
B. Governance
C. Practices
D. The four dimensions of service management
Answer: D
NEW QUESTION 119
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?
A. Service operation
B. Service transition
C. Continual service improvement D18912E1457D5D1DDCBD40AB3BF70D5D
D. Service strategy
Answer: C
NEW QUESTION 124
What is the purpose of the 'information security management1 practice?
A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
B. To observe services and service components
C. To protect the information needed by the organization to conduct its business
D. To plan and manage the full lifecycle of all IT assets
Answer: C
NEW QUESTION 126
Which practice has a purpose that includes ensuring that risks have been properly assessed?
A. Service configuration management
B. Problem management
C. Service level management
D. Change control
Answer: D
NEW QUESTION 131
What are the MOST important skills required by service desk staff?
A. Incident analysis skills
B. Technical skills
C. Problem resolution skills
D. Supplier management skills
Answer: A
NEW QUESTION 134
What is the purpose of service level management?
A. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.
B. To ensure that all current and planned IT services are delivered to agreed achievable targets.
C. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
D. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement
register (CIR).
Answer: B
NEW QUESTION 135
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
A. Keep it simple and practical
B. Optimize and automate
C. Progress iteratively with feedback
D. Focus on value
Answer: D
NEW QUESTION 138
Which practice provides visibility of the organization's services by capturing and reporting on service performance?
A. Service desk
B. Service level management
C. Service request management
D. Service configuration management
Answer: B
NEW QUESTION 140
What three elements make up the Service Portfolio?
A. Customer portfolio, service catalogue and retired services
B. Customer portfolio, configuration management system and service catalogue
C. Service pipeline, service catalogue and retired services
D. Service pipeline, configuration management system and service catalogue
Answer: C
Explanation:
D18912E1457D5D1DDCBD40AB3BF70D5D
NEW QUESTION 142
Which dimension includes a workflow management system?
A. Value streams and processes
B. Partners and suppliers
C. Information and technology
D. Organizations and people
Answer: A
NEW QUESTION 143
Which term describes the functionality offered by a service?
A. cost
B. Utility
C. Warranty
D. Risk
Answer: B
NEW QUESTION 146
What is the reason for using a balanced bundle of service metrics?
A. It reduces the number of metrics that need to be collected
B. It reports each service element separately
C. It provides an outcome-based view of services
D. It facilitates the automatic collection of metrics
Answer: C
NEW QUESTION 151
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. assets
C. customers
D. CIs
Answer: D
NEW QUESTION 154
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
A. Service offering
B. Service provision
C. Service relationship management
D. Service consumption
Answer: D
Answer: C
NEW QUESTION 155
Which dimension includes activities and workflows?
A. Value streams and processes
B. Partners and suppliers
C. Information and technology
D. Organizations and people
Answer: A
NEW QUESTION 156
Which is an important principle of communication in service operation?
A. Information should always be communicated
B. It has an intended purpose or a resultant action D18912E1457D5D1DDCBD40AB3BF70D5D
C. Meetings are always the best method of communication
D. It is stored in the configuration management system
Answer: B
NEW QUESTION 158
What type of change is MOST likely to be managed by the 'service request management' practice?
A. An emergency change
B. A normal change
C. An application change
D. A standard change
Answer: D
