1. Which ITIL guiding principle recommends using 6. What is warranty?

existing services, processes and tools when

improving services? • A. Assurance that a product or service will
meet agreed requirements
• A. Progress iteratively with feedback • B. The amount of money spent on a specific
• B. Keep is simple and practical activity or resource
• C. Start where you are • C. The functionality offered by a product or
• D. Focus on value service to meet a particular need
• D. The perceived benefits, usefulness and
2. Which practice has a purpose that includes importance of something
ensuring that risks have been properly
assessed? 7. Which is part of service provision?

• A. Service configuration management • A. The management of resources

• B. Problem management configured to deliver the service
• C. Service level management • B. The management of resources needed to
• D. Change control consume the service
• C. The grouping of one or more services
3. When should a full risk assessment and based on one or more products
authorization be carried out for a standard • D. The joint activities performed to ensure
change? continual value co-creation

8. Which statement about a `˜continual

• A. Each time the standard change is improvement register' is CORRECT?
implemented
• B. When the procedure for the standard
change is created • A. It should be managed at the senior level
• C. At least once a year of the organization
• D. When an emergency change is requested • B. It should be used to capture user demand
• C. There should only be one for the whole
4. Which statement about emergency changes is organization
CORRECT? • D. It should be re-prioritized as ideas are
documented

• A. The testing of emergency can be 9. What are 'engage', `˜plan' and `˜improve'
eliminated in order to implement the change examples of?
quickly
• B. The assessment and authorization of
emergency changes is expedited to ensure • A. Service value chain activities
they can be implemented quickly • B. Service level management
• C. Emergency changes should be authorized • C. Service value chain inputs
and implemented as service requests • D. Change control
• D. Emergency changes must be fully
documented before authorization and 10. Which statement about outcomes is CORRECT?
implementation
• A. An outcome can be enabled by more than
5. Which practice coordinates the classification, one output
ownership and communication of service • B. Outcomes are how the service performs
requests and incidents? • C. An output can be enabled by one or more
outcomes
• A. Supplier management • D. An outcome is a tangible or intangible
• B. Service desk activity
• C. Problem management
• D. Relationship management
11. Which statement about service desks is 16. Which statement about the steps to fulfill a
CORRECT? service request is CORRECT?

• A. The service desk should work in close • A. They should be complex and detailed
collaboration with support and development • B. They should be well-known and proven
teams • C. They should include incident handling
• B. The service desk should rely on self- • D. They should be brief and simple
service portals instead of escalation to
support teams 17. What is defined as a cause, or potential cause,
• C. The service desk should remain isolated of one or more incidents?
from technical support teams
• D. The service desk should escalate all • A. Change
technical issues to support and development • B. Event
teams • C. Known error
• D. Problem
12. Which practice updates information relating to
symptoms and business impact? 18. Which guiding principle recommends eliminating
activities that do not contribute to the creation
• A. Service level management of value?
• B. Change control
• C. Service request management • A. Start where you are
• D. Incident management • B. Collaborate and promote visibility
• C. Keep it simple and practical
13. Which is included in the purpose of the `˜design • D. Optimize and automate
and transition' value chain activity?
19. When should the effectiveness of a problem
• A. Ensuring that service components are workaround be assessed?
available when needed
• B. Providing transparency and good • A. Whenever the workaround is used
stakeholder relationships • B. Whenever the problem is resolved
• C. Supporting services according to • C. Whenever the workaround becomes a
specifications known error
• D. Continually meeting stakeholder • D. Whenever the problem is prioritized
expectations for costs
20. Identify the missing word in the following
14. Which practice has a purpose to support the sentence.
quality of the service by handling all agreed user A change is defined as the addition,
initiated service requests? modification, or removal of anything that could
have a direct or indirect effect on [?].
• A. Change control
• B. IT asset management • A. assets
• C. Service desk • B. values
• D. Service request management • C. elements
• D. services
15. Which is NOT a component of the service value
system? 21. Which dimension considers how knowledge
assets should be protected?
• A. The guiding principles
• B. Governance • A. Organizations and people
• C. Practices • B. Partners and suppliers
• D. The four dimensions of service • C. Information and technology
management • D. Value streams and processes
22. What is a means of enabling value co-creation • B. To make new or changed services
by facilitating outcomes that customers want to available for use
achieve, without the customer having to manage • C. To move new or changed components to
specific costs and risks? live environments
• D. To set clear business-based targets for
• A. Service management service performance
• B. Continual improvement
• C. A service 27. Which is a service request?
• D. An IT asset
• A. Requesting a workaround for an issue
23. Identify the missing words in the following • B. Requesting information about how to
sentence. create a document
The management of information security • C. Requesting an enhancement to an
incidents usually requires [?]. application
• D. Requesting investigation of a degraded
• A. Immediate escalation service
• B. Specialist teams
• C. A separate process 28. Identify the missing word in the following
• D. Third party support sentence.
The purpose of the supplier management
24. What are the ITIL guiding principles used for? practice is to ensure that the organization's
suppliers and their [?] are managed
appropriately to support the seamless provision
• A. To help an organization make good of quality products and services.
decisions
• B. To direct and control an organization
• C. To identify activities that an organization • A. costs
must perform in order to deliver a valuable • B. users
service • C. value
• D. To ensure that an organization‫ג‬€™s • D. performances
performance continually meets
stakeholders‫ג‬€™ expectations 29. What is a recommendation of the `˜focus on
value' guiding principle?
25. Which is the CORRECT approach for managing a
large improvement initiative as smaller • A. Make ‫ג‬€˜focus on value‫ג‬€™ a
iterations? responsibility of the management
• B. Focus on the value of new and significant
• A. Each iteration should be designed before projects first
starting the initiative and implemented • C. Focus on value for the service provider
without feedback first
• B. Feedback should only be taken into • D. Focus on value at every step of the
account when one iteration fails to meet its improvement
objective
• C. Feedback should be reduced for large 30. Which guiding principle recommends
improvements as it is unlikely that standardizing and streamlining manual tasks?
circumstances will change
• D. Each iteration should be continually re- • A. Optimize and automate
evaluated based on feedback • B. Collaborate and promote visibility
• C. Focus on value
26. What is the purpose of the `˜deployment • D. Think and work holistically
management' practice?

• A. To ensure services achieve agreed and

expected performance
31. Which describes a set of defined steps for 36. Which ITIL practice has a purpose that includes
implementing improvements? reducing the likelihood of incidents?
A. Change control
A. The ‫ג‬€˜improve‫ג‬€™ value chain activity B. Continual improvement
B. The ‫ג‬€˜continual improvement C. Problem management
register‫ג‬€™ D. Service desk
C. The ‫ג‬€˜continual improvement model‫ג‬€™
D. The ‫ג‬€˜engage‫ג‬€™ value chain activity 37. Which service level metrics are BEST for
measuring user experience?
A. Single system-based metrics
B. Metrics for the percentage of uptime of a
32. Which is a key requirement for a successful service
service level agreement? C. Operational metrics
D. Metrics linked to defined outcomes
A. It should be written in legal language
B. It should be simply written and easy to 38. What are the MOST important skills required by
understand service desk staff?
C. It should be based on the service A. Incident analysis skills
provider‫ג‬€™s view of the service B. Technical skills
D. It should relate to simple operational C. Problem resolution skills
metrics D. Supplier management skills

33. When planning `˜continual improvement', which 39. Which two statements about an organization's
approach for assessing the current state of a culture are CORRECT?
service is CORRECT? 1. It is created from shared values based on how
A. An organization should always use a it carries out its work
single technique to ensure metrics are 2. It is determined by the type of technology
consistent used to support services
B. An organization should always use a 3. It should be based on the culture of
strength, weakness, opportunity and threat prospective suppliers
(SWOT) analysis 4. It should be based on the objectives of the
C. An organization should always develop organization
competencies in methodologies and A. 1 and 2
techniques that will meet their needs B. 2 and 3
D. An organization should always use an C. 3 and 4
approach that combines Lean, Agile and D. 1 and 4
DevOps methodologies
40. When should a change request be submitted to
34. How does a service consumer contribute to the resolve a problem?
reduction of disk? As soon as a solution for the problem has been
A. By paying for the service identified
B. By managing server hardware B. As soon as a workaround for the problem has
C. By communicating constraints been identified
D. By managing staff availability C. As soon as the analysis of the frequency and
impact of incidents justifies the change
35. What helps diagnose and resolve a simple D. As soon as the analysis of cost, risks and
incident? benefits justifies the change
A. Rapid escalation
B. Formation of a temporary team 41. Which guiding principle helps to ensure that
C. The use of scripts better information is available for decision
D. Problem prioritization making?
A. Keep it simple and practical
B. Think and work holistically
C. Optimize and automate
D. Collaborate and promote visibility
 B. Changes that need to be scheduled and
42. Which practice has a purpose that includes assessed following a process
observing a service to report selected changes C. Changes that are typically initiated as service
of state identified as events? requests
A. Information security management D. Changes that must be implemented as soon
B. Monitoring and event management as possible
C. Incident management
D. Change control 49. What is the expected outcome from using a
service value chain?
43. Which describes a standard change? A. Service value streams
A. A change that needs to be scheduled, B. Customer engagement
assessed and authorized following a defined C. Value realization
process D. The application of practices
B. A change that is typically implemented as a
service request 50. Which statement about outcomes is CORRECT?
C. A high-risk change that needs very thorough A. Outcomes are one or more services that fulfill
assessment the needs of a service consumer
D. A change that must be implemented as soon B. Service providers help service consumers
as possible achieve outcomes
C. Outcomes help service consumers achieve
44. How does information about problems and outputs
known errors contribute to 'incident D. Helping service consumers achieve outcomes
management'? reduces service provider costs
A. It enables quick and efficient diagnosis of
incidents 51. Which skill is an essential part of the 'service
B. It removes the need for regular customer level management' practice?
updates A. Technical knowledge
C. It removes the need for collaboration during B. Listening
incident resolution C. Diagnosis
D. It enables the reassessment of known errors D. Problem analysis

45. Which practice owns and manages issues, 52. What are the three phases of 'problem
queries and requests from users? management'?
A. Incident management A. Problem logging, problem classification,
B. Service desk problem resolution
C. Change control B. Incident management, problem management,
D. Problem management change enablement
C. Problem identification, problem control,
46. What defines the requirements for a service and error control
takes responsibility for the outcomes of service D. Problem analysis, error identification, incident
consumption? resolution
A. An IT asset
B. A customer 53. Which is a purpose of the 'engage' value chain
C. A configuration item (CI) activity?
D. A user A. Meeting expectations for quality, costs and
47. Which stakeholders co-create value in a service time-to-market
relationship? B. Providing transparency and good
A. Investor and supplier relationships
B. Consumer and provider C. Ensuring the continual improvement of
C. Provider and supplier services
D. Investor and consumer D. Ensuring that the organization's vision is
understood
48. Which describes normal changes?
A. Changes that are low-risk and pre-authorized
54. Identify the missing word in the following service
sentence. 4. Normal changes should be handled as service
The purpose of the service configuration requests
management practice is to ensure that accurate A. 1 and 2
and reliable information about the configuration B. 2 and 3
of services, and the [?] that support them, is C. 3 and 4
available when and where it is needed. D. 1 and 4
A. suppliers
B. CIs 60. What is an IT asset?
C. customers A. Any financially valuable component that can
D. assets contribute to delivery of an IT product or
service
55. What is described by the service value system? B. Any component that needs to be managed in
A. How all the components and activities of the order to deliver a service
organization work together as a system to C. A request from a user mat initiates a service
enable value creation action
B. Services based on one or more products, D. The removal of anything that could have a
designed to address needs of a target consumer direct or indirect effect on services
group
C. Joint activities performed by a service 61. Which dimension includes a workflow
provider and a service consumer to ensure management system?
continual value co-creation A. Organizations and people
D. How to apply the systems approach of the B. Partners and suppliers
guiding principle think and work holistically C. Information and technology
D. Value streams and processes
56. Which practice requires that staff demonstrate
excellent customer service skills, such as 62. Identify the missing word in the following
empathy and emotional intelligence? sentence.
A. Problem management A service is a means of enabling value co-
B. Supplier management creation by facilitating outcomes that customers
C. Release management want to achieve, without the customer having to
D. Service desk manage specific [?] and risks.
A. information
57. What is defined as any component that needs to B. costs
be managed in order to deliver an IT service? C. utility
A. A service request D. warranty
B. A configuration item (CI)
C. An incident 63. Which of these should be logged and managed
D. An IT asset as a problem?
A. A user requests delivery of a laptop
58. Which guiding principle recommends using the B. A monitoring tool detects a change of state
minimum number of steps necessary to achieve for a service
an objective? C. Trend analysis shows a large number of
A. Progress iteratively with feedback similar incidents
B. Focus on value D. 'Continual improvement' needs to prioritize an
C. Think and work holistically improvement opportunity
D. Keep it simple and practical
64. In which two situations should the ITIL guiding
59. Which two statements about the 'service request principles be considered?
management' practice are CORRECT? 1. In every initiative
1. Service requests are part of normal service 2. In relationships with all stakeholders
delivery 3. Only in specific initiatives where the principle
2. Complaints can be handled as service is relevant
requests 4. Only in specific stakeholder relationships
3. Service requests result from a failure in where the principle is relevant
 A. 1 and 2 C. plans
B. 2 and 3 D. process
C. 3 and 4
D. 1 and 4 70. How should automation be implemented?
A. By replacing human intervention wherever
65. Which guiding principle recommends possible
coordinating all dimensions of service B. By replacing the existing tools first
management? C. By initially concentrating on the most
A. Start where you are complex tasks
B. Progress iteratively with feedback D. By optimizing as much as possible first
C. Think and work holistically
D. Keep it simple and practical 71. Which activity is part of the 'continual
improvement' practice?
66. What is the purpose of the 'relationship A. Identifying and logging opportunities
management' practice? B. Delivering tactical and operational
A. To establish and nurture the links between engagement with customers
the organization and its stakeholders C. Populating and maintaining the asset register
B. To align the organization's practices and D. Providing a clear path for users to report
services with changing business needs issues, queries, and requests
C. To set clear business-based targets for
service performance 72. Which competencies are required by the 'service
D. To support the agreed quality of a service level management' practice?
handling all agreed, user-initiated service A. Problem investigation and resolution
requests B. Business analysis and commercial
management
67. How should the workflow for a new service C. Incident analysis and prioritization
request be designed? D. Balanced scorecard reviews and maturity
A. Use a single workflow for all types of service assessment
request
B. Use different workflows for each type of 73. Which practice uses techniques such as SWOT
service request analysis, balanced scorecard reviews, and
C. Avoid workflows for simple service requests maturity assessments?
D. Leverage existing workflows whenever A. Incident management
possible B. Problem management
C. Continual improvement
D. Service request management

68. What is the purpose of the 'information security 74. Which statement about costs is CORRECT?
management' practice? A. Costs imposed on the consumer are costs of
A. To protect the information needed by the service utility
organization to conduct its business B. Costs removed from the consumer are part
B. To observe services and service components of the value proposition
C. To ensure that accurate and reliable C. Costs imposed on the consumer are costs of
information about the configuration of services service warranty
is available when and where it is needed D. Costs removed from the consumer are part of
D. To plan and manage the full lifecycle of all IT service consumption
assets
75. What is typically needed to assign complex
69. Identify the missing word in the following incidents to support groups?
sentence. A. A self-help tool
The use of [?] should support, not replace what B. The incident priority
is observed, when using the 'start where you are' C. A change schedule
guiding principle. D. The incident category
A. measurement
B. tools
76. Which practice has a purpose that includes A. It is performed by customers using a mix of
aligning the organization's practices and IT systems, services and processes
services with changing business needs? B. It is performed by IT service providers using a
A. Service level management mix of suppliers and their products
B. Service configuration management C. It is performed by the service desk using a
C. Relationship management mix of people, process and technology
D. Continual improvement D. It is performed by IT service providers using
a mix of people, process and technology
77. A major incident has been closed, but there is a
risk that it might happen again. How should this 83. Which is the CORRECT explanation of the `˜R'
be logged and managed? role in a RACI matrix? (Not in ITIL 4)
A. As a change request A. This role ensures that activities are executed
B. As a service request correctly
C. As an event B. This role has ownership of the end result
D. As a problem C. This role is involved in providing knowledge
and input
78. What should be done to determine the D. This role ensures the flow of information to
appropriate metrics for measuring a new stakeholders
service?
A. Measuring the performance over the first 84. Which statement about change management is
six months, and basing a solution on the CORRECT?
results A. It optimizes overall business risk
B. Asking customers to provide numerical B. It optimizes financial exposure
targets that meet their needs C. It ensures that all changes are authorized by
C. Asking customers open questions to the change advisory board (CAB)
establish their requirements D. It ensures that service requests follow the
D. Using operational data to provide normal change management process
detailed service reports
85. Which statement about the `˜four Ps' of service
79. Which dimension includes activities and design is CORRECT?
workflows? A. Processes refers to skill and training
A. Organizations and people B. Partners refers to suppliers and vendors
B. Information and technology C. People refers to technology and tools
C. Partners and suppliers D. Products refers to producers and metrics
D. Value streams and processes
86. What is the primary focus of business capacity
80. What should be used to set user expectations management?
for request fulfillment times? A. Management, control and prediction of the
A. The time that the customer indicates for performance, utilization and capacity of
service delivery individual elements of IT technology
B. The consumer demand for the service B. Review of all capacity supplier agreements
C. The time needed to realistically deliver the and underpinning contracts with supplier
service management
D. The service levels of the supplier C. Management, control and prediction of the
end-to-end performance and capacity of the live,
81. Which is one of the five aspects of service operational IT services
design? D. Future business requirements for IT services
A. Management information systems and tools are quantified, designed, planned and
B. Risk analysis and management approach implemented in a timely fashion
C. Management policy for business case
creation 87. Which is NOT a structure of service desk that is
D. Corporate governance and policy described in the ITIL service operation
guidance?
82. Which statement about IT service management A. Local
is CORRECT? B. Centralized
 C. Outsourced 93. What MAIN factors are considered to assess the
D. Virtual priority of an incident?
A. The urgency and impact
88. What type of change is pre-authorized, low risk, B. The impact and complexity
relatively common, and follows a procedure or C. The cost and urgency
work instruction? D. The complexity and cost
A. A standard change
B. An emergency change 94. Which term is used to describe the prediction
C. An internal change and control of income and expenditure within an
D. A normal change organization?
A. Charging
89. Which service transition process provides B. Governance
guidance about converting data into C. Budgeting
information? (ITIL 3) D. Accounting
A. Change evaluation
B. Knowledge management 95. Where should all master copies of controlled
C. Service validation and testing software and documentation be stored? (ITIL 3)
D. Service asset and configuration management A. In the definitive capacity library
B. In the definitive media library
90. Which service catalogue view is considered C. In the definitive security library
beneficial when constructing the relationship D. In the definitive production library
between services, SLAs, OLAs, and other
underpinning agreements? (ITIL 3) 96. Which stage of the service lifecycle has the
A. Service-based SLA view purpose of looking for ways to improve process
B. Wholesale customer view efficiency and cost effectiveness? (ITIL 3)
C. Retail customer view A. Service operation
D. Supporting services view B. Service transition
C. Continual service improvement
91. Service transition contains detailed descriptions D. Service strategy
of which processes? (ITIL 3)
A. Change management, service asset and 97. Which of the following should IT service
configuration management, release and continuity strategy be based on?
deployment management 1. Design of the service metrics
B. Change management, capacity management, 2. Business continuity strategy
event management, service request 3. Business impact analysis (BIA)
management 4. Risk assessment (ITIL 3)
C. Service level management, service portfolio A. 1, 2 and 4 only
management, service asset and configuration B. 1, 2 and 3 only
management C. 2, 3 and 4 only
D. Service asset and configuration management, D. 1, 3 and 4 only
release and deployment management, request
fulfillment 98. What is NOT within the scope of service
catalogue management? (ITIL 3)
92. Which is an objective of the design coordination A. Contribution to the definition of services
process? B. Interfaces between all services and
A. To produce service design packages and supporting services
ensure they are handed over to service C. Interfaces between the service catalogue and
transition service portfolio
B. To assess and evaluate all changes and their D. Fulfilment of business service requests
impact on service designs
C. To document the initial structure and 99. What three elements make up the Service
relationship between services and customers Portfolio?
D. To gather and document new service level A. Customer portfolio, service catalogue and
requirements from the customer retired services
 B. Customer portfolio, configuration D. Technology metrics can be used to determine
management system and service catalogue the overall health of a process
C. Service pipeline, service catalogue and
retired services 106. What takes place in the `Did we get there?`
D. Service pipeline, configuration management step of the continual service improvement (CSI)
system and service catalogue approach?
A. An initial baseline assessment
100. Who is responsible for defining metrics for B. The production of a detailed CSI plan
change management? C. Verifying that improvement targets have
A. The change management process owner been achieved
B. The change advisory board (CAB) D. Understanding priorities for improvement
C. The service owner
D. The continual service improvement manager 107. Which is an example of improving service
utility using service management automation?
(ITIL 3)
101. Which is a supplier category? A. Pre-determined routing of a service request
A. Technical B. Reducing the time to compile service data
B. Commodity C. Monitoring service availability
C. Customer D. Faster resource allocation
D. Resource
108. What is the CORRECT definition of service
102. Which process is used to compare the value management?
that new services offer with the value of the A. A set of specialized assets for transitioning
services they have replaced? services into the live operational environment
A. Availability management B. A set of specialized organizational
B. Capacity management capabilities for delivering value to customers in
C. Service portfolio management the form of services
D. Service catalogue management C. The capability of supplier to deliver services
to providers in exchange for money
103. Which is an important principle of D. The capability of service providers to
communication in service operation? (ITIL 3) minimize their costs without reducing the value
A. Information should always be communicated of the services
B. It has an intended purpose or a resultant
action 109. Which is the correct combination of items
C. Meetings are always the best method of that makes up an IT service?
communication A. Customers, providers and documents
D. It is stored in the configuration management B. Information technology, people and
system processes
C. Information technology, networks and people
104. What do customer perceptions and business D. People, processes and customers
outcomes help to define?
A. The value of a service 110. Which problem management activity
B. Service metrics ensures that a problem can be easily tracked
C. The total cost of a service and management information can be obtained?
D. Key performance indicators (KPIs) A. Categorization
B. Detection
105. Which statement about metrics is C. Prioritization
CORRECT? (ITIL 3) D. Escalation
A. Process metrics can be used to measure end-
to-end service performance 111. What can be used to help determine the
B. Technology metrics can be used to measure impact level of a problem? (ITIL 3)
component performance and availability A. Definitive media library (DML)
C. Process metrics can be used to measure the B. Configuration management system (CMS)
utilization of a supplier‫ג‬€™s network C. Statement of requirements (SOR)
D. Standard operating procedures (SOP)
 B. An input from availability management to
112. Which are phases of the release and service level management, detailing the service
deployment process? (ITIL 3) design plan
1. Release build and test C. A formal plan to implement improvements to
2. Review and close a service or process
3. Categorize and record D. An input from financial management for IT
4. Change authorization and schedule services to service level management, detailing
A. 1 and 2 the budget plan
B. 1 and 3
C. 2 and 4 118. Which statement about the known error
D. 3 and 4 database (KEDB) is CORRECT? (ITIL 3)
A. It is maintained by the service desk and
113. Which function is responsible for the updated with the details of each new incident
management of a data centre? (ITIL 3) B. It is a part of the configuration management
A. Technical management database (CMDB) and contains workarounds
B. Service desk C. It is maintained by problem management and
C. Application management is used by the service desk to help resolve
D. Facilities management incidents
D. It is maintained by incident management and
114. Which are the elements of process control? contains solutions to be implemented by
(ITIL 3) problem management
A. Inputs, outputs and triggers
B. Work instructions, procedures and roles 119. Which process works with incident
C. Resources, capabilities and metrics management to ensure that security breaches
D. Process owner, policy and objectives are detected and logged?
A. Change management
115. Which processes are responsible for the B. Service level management
regular review of underpinning contracts? (ITIL C. Access management
3) D. Continual service improvement
A. Supplier management and service level
management 120. What should a release policy include?
B. Supplier management and change A. The process owner and process manager for
management each type of release
C. Availability management and service level B. The roles and responsibilities for incident and
management problem resolution
D. Supplier management and availability C. The naming convention and expected
management frequency of each type of release
D. The naming convention for all configuration
116. Which statement BEST describes the value items (CI) recorded in the configuration
of service strategy to the business? (ITIL 3) management system (CMS)
A. It allows higher volumes of successful
change 121. Which guiding principle is PRIMARILY
B. It reduces unplanned costs through optimized concerned with end-to-end service delivery?
handling of service outages A. Focus on value
C. It reduces the duration and frequency of B. Think and work holistically
service outages C. Optimize and automate
D. It enables the service provider to understand D. Collaborate and promote
what levels of service will make their
customers successful 122. What is the purpose of the `˜problem
management' practice?
117. What is a definition of a service A. To protect the information needed by the
improvement plan (SIP)? (ITIL 3) organization to conduct its business
A. A formal plan to implement improvements to B. To reduce the likelihood and impact of
a customer‫ג‬€™s business processes incidents by identifying actual and potential
 causes of incidents, and managing B. A problem
workarounds and known errors C. A change
C. To align the organization‫ג‬€™s practices and D. An event
services with changing business needs through
the ongoing identification and improvement of 128. Which statement about the use of
services measurement in the `˜start where you are'
D. To minimize the negative impact of incidents guiding principle is CORRECT?
by restoring normal service operation as quickly A. It should always be used to support direct
as possible observation
B. It should always be used instead of direct
observation
C. Measured data is always more accurate than
123. Which practice would help a user gain direct observation
access to an application that they need to use? D. The act of measuring always positively
A. Service configuration management impacts results
B. Change enablement
C. Service request management 129. What is an incident?
D. Service level management A. The planned removal of an item that might
affect a service
124. Why should some service requests be B. A result enabled by one or more outputs
fulfilled with no additional approvals? C. A possible future event that could cause harm
A. To ensure that spending is properly D. A service interruption resolved by the use of
accounted for self-help tools
B. To ensure that information security
requirements are met 130. What is defined as a change of state that
C. To streamline the fulfillment workflow has significate for the management of an IT
D. To set user expectations for fulfillment times service?
A. Event
125. Which is a purpose of the `˜service desk' B. Incident
practice? C. Problem
A. To minimize the negative impact of incidents D. Known error
by restoring normal service operation as quickly
as possible 131. Which dimension includes the knowledge
B. To be the entry point and single point of needed for the management of services?
contact for the service provider with all of its A. Organizations and people
users B. Value streams and processes
C. To support the agreed quality of a service by C. Information and technology
handling all pre-defined, user-initiated service D. Partners and suppliers
requests
D. To establish and nurture the links between 132. What is a set of specialized organizational
the organization and its stakeholders at capabilities for enabling value for customers in
strategic and tactical levels the form of services?
A. Service offering
126. Which are elements of the service value B. Service provision
system? C. Service management
A. Service provision, service consumption, D. Service consumption
service relationship management
B. Governance, service value chain, practices 133. What is the PRIMARY use of a change
C. Outcomes, utility, warranty schedule?
D. Customer value, stakeholder value, A. To support the ‫ג‬€˜incident management‫ג‬€™
organization practice and improvement planning
B. To manage emergency changes
127. What is defined as an unplanned interruption C. To plan changes and help avoid conflicts
or reduction in the quality of a service? D. To manage standard changes
A. An incident
134. What are guiding principles? 140. Which is a key activity carried out in the
A. A set of interconnected activities that help an `˜did we get there?' step of the `˜continual
organization deliver a valuable service improvement' model?
B. A description of one or more services that A. Define measurable targets
help address the needs of a target consumer B. Perform baseline assessments
group C. Execute improvement actions
C. A set of specialized organizational D. Evaluate measurements and metrics
capabilities for enabling value for customers
D. Recommendations that help an organization 141. What is important for a `˜continual
when adopting a service management approach improvement register' (CIR)? (ITIL 3)
A. Improvement ideas are documented,
135. Which guiding principle focuses on reducing assessed and prioritized
costs and human errors? B. Improvement ideas from many sources are
A. Focus and value kept in a single CIR
B. Collaborate and promote visibility C. Improvement ideas that are not being
C. Optimize and automate actioned immediately are removed from the CIR
D. Think and work holistically D. Improvement ideas are tested, funded and
agreed
136. What is the purpose of the `˜incident
management' practice? 142. What can a service remove from the
A. To minimize the negative impact of incidents consumer and impose on the consumer?
by restoring normal service operation as A. Utility
quickly as possible B. Asset
B. To capture demand for incident resolution C. Cost
and service requests D. Outcome
C. To reduce the likelihood and impact of
incidents by identifying actual and potential 143. In which step of the `˜continual
causes of incidents improvement model' is an improvement plan
D. To support the agreed service quality by implemented?
effective handling of all agreed user-initiated A. What is the vision?
service requests B. How do we get there?
C. Take action
137. Which practice makes new services D. Did we get there?
available for use?
A. Change enablement 144. Which is a purpose of the 'service level
B. Release management management' practice?
C. Deployment management A. To establish and nurture the links between
D. IT asset management the organization and its stakeholders
B. To ensure that the organization‫ג‬€™s suppliers
138. Which guiding principle considers the and their performance are managed
importance of customer loyalty? appropriately
A. Progress iteratively with feedback C. To set clear business-based targets for
B. Focus on value service levels
C. Optimize and automate D. To support the agreed quality of a service
D. Start where you are handling all agreed, user-initiated service
requests
139. Which guiding principle helps to ensure that
each improvement effort has more focus and is 145. Which is an example of a business-related
easier to maintain? measurement?
A. Start where you are A. The number of passengers checked in
B. Collaborate and promote visibility B. The average time to response to change
C. Progress iteratively with feedback requests
D. Think and work holistically C. The average resolution time for incidents
D. The number of problems resolved
146. What describes the steps needed to create C. A service that increases constraints on the
and deliver a specific service to a consumer? consumer
A. Service management D. A service that supports the performance of
B. Practices the consumer
C. A value stream
D. Service level management 153. Which two practices use workarounds?
A. Change enablement and continual
147. Which statement about the automation of improvement
service requests is CORRECT? B. Change enablement and problem
A. Service requests that cannot be automated management
should be handled as incidents C. Problem management and incident
B. Service requests and their fulfillment should management
be automated as much as possible D. Incident management and continual
C. Service requests that cannot be automated improvement
should be handled as problems
D. Service requests and their fulfillment should 154. Which statement about the `˜change
be carried out by service desk staff without enablement' practice is CORRECT?
automation A. Standard changes are those that need to be
scheduled, assessed and authorized following a
148. Identify the missing word in the following standard process
sentence. B. Normal changes are triggered by the
A user is [?] that uses services. creation of a change request which can be
A. an organization created manually or automated
B. a role C. Assessment and authorization of normal
C. a team changes should be expedited to ensure they can
D. a supplier be implemented quickly
D. There should be a separate change authority
149. Which gives a user access to a system? for standard changes which includes senior
A. Service requirement managers who understand the risks involved
B. Service agreement
C. Service consumption 155. Which is included in the purpose of the
D. Service provision `˜deliver and support' value chain activity?
A. Meeting stakeholder expectations for time to
150. What is a change schedule PRIMARILY used market
for? B. Understanding the organization‫ג‬€™s service
A. To help plan, authorize and schedule vision
emergency changes C. Understanding stakeholder needs
B. To publish a list of service requests that D. Providing services to agreed specifications
users can select
C. To ensure that a single change authority 156. What must always be done before an activity
reviews every change is automated?
D. To help plan changes, assist in A. Check that the activity has already been
communication and avoid conflicts optimized
B. Check that suitable new technology has been
151. What is used to link activities within the purchased
service value chain? C. Ensure that DevOps has been successfully
A. Service level agreements implemented
B. Inputs, outputs and triggers D. Ensure the solution removes the need for
C. Opportunity, demand and value human intervention
D. Service desk
157. Which practice has a purpose that includes
152. Which describes the utility of a service? managing risks to confidentiality, integrity and
A. A service that is fit for use availability?
B. A service that meets its service level targets A. Information security management
B. Continual improvement
 C. Monitoring and event management D. Investigating a major incident
D. Service level management
165. Which value chain activity ensures that
158. What is a change schedule used for? service components meet agreed
A. To help plan emergency changes specifications?
B. To help authorize standard changes A. Plan
C. To help assign a change authority B. Design and transition
D. To help manage normal changes C. Obtain/build
D. Deliver and support
159. Which ITIL practice recommends performing
service reviews to ensure that services continue 166. Which ITIL practice has the purpose to
to meet the needs of the organization? establish and nurture the links between the
A. Service desk organization and its stakeholders at strategic
B. Service request management and tactical levels?
C. Service level management A. Supplier management
D. Service configuration management B. Change enablement
C. Relationship management
160. Which role approves the cost of services? D. Service desk
A. User
B. Change authority 167. What includes governance as a component?
C. Sponsor A. Practices
D. Customer B. The service value chain
C. The service value system
D. The guiding principles
161. What actions does a service desk take for all
issues, queries and requests that are reported to 168. Which practice needs people who
them? understand complex systems and have creative
A. Schedule, assess, authorize and analytical skills?
B. Diagnose, investigate, resolve A. Change enablement
C. Initiate, approve, fulfill B. Service level management
D. Acknowledge, classify, own C. Service request management
D. Problem management
162. Which is an external input to the service
value chain? 169. What is the definition of a known error?
A. The ‫ג‬€˜improve‫ג‬€™ value chain activity A. An unplanned interruption to a service, or
B. An overall plan reduction in the quality of a service
C. Customer requirements B. A cause, or potential cause, of one or more
D. Feedback loops incidents
C. A problem that has been analyzed and has
163. Which is included in the purpose of the not been resolved
`˜service level management' practice? D. Any change of state that has significance for
A. To maximize the number of successful the management of a service or other
service and product changes configuration item (CI)
B. To ensure accurate information about the
configuration of services is available 170. Which will NOT be handled as a service
C. To set clear business-based targets for request?
service levels A. The degradation of a service
D. To ensure that suppliers and their B. The replacement of a toner cartridge
performance are managed appropriately C. The provision of a laptop
D. A complaint about a support team
164. Which usually requires a team of
representatives from many stakeholder groups? 171. What are typically recognized through
A. Fulfilling a service request notifications created by an IT service, CI or
B. Authorizing an emergency change monitoring tool?
C. Logging a new problem A. Incidents
 B. Problems A. A current state assessment that is carried out
C. Events at the start of an improvement initiative
D. Requests B. The identification of all interested parts at the
start of an improvement initiative
172. Which dimension considers data security C. An improvement initiative that is broken into
and privacy? a number of manageable sections
A. Organizations and people D. An assessment of how all the parts of an
B. Information and technology organization will affect an improvement
C. Partners and suppliers initiative
D. Value streams and processes
179. Which guiding principle considers customer
173. Which term relates to service levels aligned and user experience?
with the needs of service consumers? A. Collaborate and promote visibility
A. Service management B. Focus on value
B. Warranty C. Start where you are
C. Cost D. Keep it simple and practical
D. Utility
180. Which statement about the `˜change
174. Which directly assists with the diagnosis enablement' practice is CORRECT?
and resolution of simple incidents? A. Service requests are usually normal changes
A. Scripts for collecting user information that can be implemented quickly without
B. Use of shift working patterns authorization
C. Fulfillment of service requests B. Emergency changes are changes that must be
D. Creation of a temporary team fully tested and fully documented prior to
implementation
175. Which approach is CORRECT when applying C. Standard changes are changes that need to
the guiding principle `˜keep it simple and be scheduled, assessed and authorized
practical'? following a standard process
A. Only add controls and metrics when they are D. Emergency changes are changes that must
needed be implemented as soon as possible and
B. Design controls and metrics first, then therefore authorization is expedited
remove those not adding value
C. Design controls and metrics and add them 181. Which of these activities is carried out as
individually until all are implemented part of `˜problem management'?
D. Only add controls and metrics that are A. Creating incident records
required for compliance B. Diagnosing and resolving incidents
C. Escalating incidents to a support team for
176. Which practice forms a link between the resolution
service provider and the users of services? D. Trend analysis of incident records
A. Change enablement
B. Service level management 182. What does `˜change enablement'
C. Problem management PRIMARILY focus on?
D. Service desk A. Changes to service levels
B. Changes to products and services
177. Which is a purpose of release management? C. Changes to organizational structure
A. To protect the organization‫ג‬€™s information D. Changes to skills and competencies
B. To handle user-initiated service requests
C. To make new and changed services available 183. Identify the missing word(s) in the following
for use sentence.
D. To move hardware and software to live The service desk should be the entry point and
environments single point of contact for the [?] with all of its
users.
178. What is recommended by the guiding A. Service consumer
principle `˜progress iteratively with feedback'? B. Service provider
C. Customer
 D. Supplier
190. Which does the ITIL service value system
184. Which is handled as a service request? discourage?
A. An investigation to identify the cause of an A. Coordinated authorities and responsibilities
incident B. Organizational silos
B. A compliment about an IT support team C. Interfaces among practices
C. The failure of an IT service D. Organizational agility
D. An emergency change to implement a
security patch 191. An SLA is a service level agreement.
Which describes the `˜watermelon SLA' effect?
185. Which is a key requirement for a successful A. A single SLA defines target service levels for
service level agreement (SLA)? multiple customer, so every customer sees
A. Using individual metrics that relate to the reports about other customers‫ג‬€™ experiences.
service catalogue B. The metrics in an SLA are focused on
B. Using bundled metrics to relate performance internal measures, so that reports show
to outcomes everything is good, while the customer is not
C. Using single-system-based metrics that relate satisfied.
to outputs C. SLA targets change very frequently, so that
D. Using an agreement between the service each report includes new measures and trends
provider and service supplier cannot be analyzed.
D. Introducing SLAs for a service enables
186. Which is considered by the `˜partners and customer to see that the service provider is
suppliers' dimension? doing a really good job, so this improves
A. Using artificial intelligence satisfaction.
B. Defining controls and procedures
C. Using formal roles and responsibilities 192. Which practice includes conducting regular
D. Working with an integrator to manage reviews to ensure that services are still
relationships appropriate and relevant?
A. Service level management
187. Which practice recommends using tools for B. Service desk
collaboration and the automated matching of C. Continual improvement
symptoms? D. Change enablement
A. Problem management
B. Service level management 193. What is a service?
C. Incident management A. A possible event that could cause harm or
D. Service request management loss, or make it more difficult to achieve
objectives
188. Which helps to manage an incident when it B. A means of enabling value co-creation by
is unclear which support team should be facilitating outcomes that customers want to
working on the incident? achieve, without the customer having to
A. Disaster recovery plans manage specific costs and risks
B. Swarming C. A tangible or intangible deliverable of an
C. Target resolution times activity
D. Self-help D. Joint activities performed by a service
provider and a service consumer to ensure
189. Which statement about the `˜continual continual value co-creation based on agreed and
improvement' practice is CORRECT? available service offerings
A. Continual improvement participation should
be limited to a small dedicated team. 194. Which TWO are important aspects of the
B. It is the role of senior management to `˜service request management' practice?
authorize improvement initiatives. 1. Standardization and automation
C. Training should be provided to those 2. Providing a variety of channels for access
involved in continual improvement. 3. Establishing a shared view of targets
D. A single continual improvement register 4. Policies for approvals
should be maintained by senior management. A. 1 and 2
 B. 2 and 3 201. Which statement about outcomes is
C. 3 and 4 CORRECT?
D. 1 and 4 A. They are deliverables provided to service
consumers.
195. What is required by all service desk staff? B. They allow service consumers to achieve a
A. Excellent technical knowledge desired result.
B. Root cause analysis skills C. They provide products to service providers
C. Demonstration of emotional intelligence based on outputs.
D. Knowledge of telephony technology D. The co-create value for service providers by
reducing costs and risks.
196. Which practice establishes a channel
between the service provider and its users? 202. Which guiding principle says that services
A. Relationship management and processes should NOT provide a solution
B. Change enablement for every exception?
C. Supplier management A. Keep it simple and practical
D. Service desk B. Think and work holistically
C. Optimize and automate
197. Which practice includes the use of D. Collaborate and promote visibility
approaches such as Lean, Agile and DevOps
with the aim of facilitating a greater amount of 203. Identify the missing word in the following
change at a quicker rate? sentence.
A. Service desk The purpose of the `˜supplier management'
B. Monitoring and event management practice is to ensure that the organization's
C. Service level management suppliers and their performances are [?]
D. Continual improvement appropriately to support the seamless provision
of quality products and services.
198. Which practice has a purpose that includes A. measured
maximizing success by ensuring that risks have B. rewarded
been properly assessed? C. managed
A. Relationship management D. defined
B. Change enablement
C. Release management 204. Identify the missing word in the following
D. Monitoring and event management sentence.
The purpose of the service configuration
199. Which practice provides users with a way to management practice is to ensure that accurate
get various requests arranged, explained and and reliable information about the [?], and the
coordinated? CIs that support them, is available when and
A. Service level management where it is needed.
B. Relationship management A. relationships with suppliers
C. Continual improvement B. configuration of services
D. Service desk C. skills of people
D. authorization of changes
200. Which helps to streamline the fulfilment of
service requests? 205. Which practice requires skills and
A. Understanding which service requests can competencies related to business analysis,
be accomplished with limited approvals supplier management and relationship
B. Creating new workflows for every service management?
request A. Monitoring and event management
C. Separating requests relating to service B. Incident management
failures from the degradation of services C. Service level management
D. Eliminating service requests which have D. IT asset management
complex workflows
206. When should a workaround be created?
A. As soon as possible, once the incident is
logged
 B. After the resolution of a problem 213. How should an organization prioritize
C. When a problem cannot be resolved quickly incidents?
D. When a potential permanent solution has A. Ask the user for their preferred resolution
been identified timeframe.
B. Assess the availability of the appropriate
207. What is a configuration item? support team.
A. Any financially valuable component that can C. Use an agreed classification which is based
contribute to delivery of an IT product or service on the business impact of the incident.
B. Any component that needs to be managed in D. Create an order of incidents based on the
order to deliver an IT service dates and times when they were logged.
C. Any change of state that has significance for
the management of a service 214. Which is a purpose of the `˜relationship
D. A problem that has been analyzed but has not management' practice?
been resolved A. To systematically observe services and
service components
208. Identify the missing words in the following B. To protect the information needed by the
sentence. organization to conduct its business
When an organization has decided to improve a C. To be the entry point and single point of
service, it should start by considering [?]. contact for the service provider with all of its
A. existing information users
B. new methods D. To identify, analyze, monitor, and continually
C. additional measurements improve links with stakeholders
D. revised processes
215. Which statement about problems is
209. Which is a use of the change schedule? CORRECT?
A. Assigning resources to changes A. Problems are not related to incidents.
B. Deciding the approval authority for changes B. Problems must be resolved quickly in order to
C. Automating the change process restore normal business activity.
D. Creating change models C. Problem analysis should focus on one of the
four dimensions to achieve a fast diagnosis.
210. Which dimension of service management D. Problem prioritization involves risk
considers the workflows and controls needed to assessment.
deliver services?
A. Organization and people 216. Which is a risk that might be removed from a
B. Information and technology service consumer by an IT service?
C. Partners and suppliers A. Service provider ceasing to trade
D. Value streams and processes B. Security breach
C. Failure of server hardware
211. Which guiding principle considers how the D. Cost of purchasing servers
steps of a process can be performed as
efficiently as possible? 217. Which is one of the MAIN concerns of the
A. Start where you are `˜design and transition' value chain activity?
B. Focus on value A. Understanding the organization‫ג‬€™s vision
C. Think and work holistically B. Understanding stakeholder needs
D. Optimize and automate C. Meeting stakeholder expectations
D. Ensuring service components are available
212. Which statement about the `˜incident
management' practice is CORRECT? 218. Which is a result of applying the guiding
A. It identifies the cause of major incidents. principle `˜progress iteratively with feedback'?
B. It authorizes changes to resolve incidents. A. The ability to discover and respond to failure
C. It maintains detailed procedures for earlier
diagnosing incidents. B. Standardization of practices and services
D. It resolves the highest impact incidents first. C. Understanding the customer‫ג‬€™s perception
of value
 D. Understanding the current state and
identifying what can be reused 225. Which statement about `˜continual
improvement' is CORRECT?
219. Which practice is responsible for moving A. All improvement ideas should be logged in a
new or changed components to live or other single ‫ג‬€˜continual improvement register‫ג‬€™
environments? B. A single team should carry out ‫ג‬€˜continual
A. Release management improvement‫ג‬€™ across the organization
B. Deployment management C. ‫ג‬€˜Continual improvement‫ג‬€™ should have
C. Change enablement minimal interaction with other practices
D. Supplier management D. Everyone in the organization is responsible
for some aspects of ‫ג‬€˜continual
220. Which should be handled by `˜service improvement‫ג‬€™
request management'?
A. A request to implement a security patch 226. Which step of the continual improvement
B. A request to provide a laptop model includes baseline assessments?
C. A request to resolve an error in a service A. Did we get there?
D. A request to change a target in a service level B. Where are we now?
agreement C. What is the vision?
D. Where do we want to be?
221. What can help to reduce resistance to a
planned improvement when applying the guiding 227. Which describes a `˜change authority'?
principle `˜collaborate and promote visibility'? A. A model used to determine who will assess a
A. Restricting information about the change
improvement to essential stakeholders only. B. A person who approves a change
B. Increasing collaboration and visibility for the C. A tool used to help plan changes
improvement. D. A way to manage the people aspects of
C. Involving customers after all planning has change
been completed.
D. Engaging every stakeholder group in the 228. Which is NOT a component of the service
same way, with the same communication. value system?
A. The service value chain
222. What can be described as an operating B. Opportunity and demand
model for the creating and management of C. Continual improvement
products and services? D. Governance
A. Governance
B. Service value chain 229. Which practice has a strong influence on the
C. Guiding principles user experience and perception of the service
D. Practices provider?
A. Service desk
223. What is a definition of a problem? B. Change enablement
A. An unplanned interruption to a service, or C. Service level management
reduction in the quality of a service D. Supplier management
B. A cause, or potential cause, of one or more
incidents 230. Which statement about service relationship
C. An incident for which a full resolution is not management is CORRECT?
yet available A. It focuses on the service actions performed
D. Any change of state that has significance for by users
the management of a configuration item (CI) B. It requires the service consumer to create
resources for the service provider
224. Which action is performed by a service C. It requires co-operation of both the service
provider? provider and service consumer
A. Requesting required service actions D. It focuses on the fulfilment of the agreed
B. Authorizing budget for service consumption service actions
C. Ensuring access to agreed resources
D. Receiving of the agreed goods
231. What is the MOST important reason for D. Outcomes help a service consumer to assess
prioritizing incidents? the cost of a specific activity
A. To ensure that user expectations are realistic
B. To ensure that incidents with highest impact 237. Which skill is required by the `˜service level
are resolved first management' practice?
C. To help information-sharing are learning A. Supplier management
D. To provide links to related changes and B. Technical expertise
known errors C. Event monitoring
D. Problem management
232. Which `˜service level management' activity
helps staff to deliver a more business-focused 238. Which statement about the `˜continual
service? improvement model' is CORRECT?
A. Creating targets based on the percentage of A. Organizations should work through the steps
uptime of a service of the model in the sequence in which they are
B. Understanding the ongoing requirements of presented
customers B. The flow of the model helps organizations to
C. Using complex technical terminology in link improvements to its goals
service level agreements (SLAs) C. The model is applicable to only certain parts
D. Measuring low-level operational activities of the service value system
D. Organizations should use an additional model
233. Which practice has a purpose that includes or method to link improvements to customer
the handling of pre-defined, user-initiated value
demands for service?
A. Service request management 239. What is the definition of warranty?
B. Service configuration management A. A means of identifying events that could
C. Deployment management cause harm or loss
D. Change enablement B. A means of determining whether a service is
fit for purpose
234. Which guiding principle considers which C. A means of identifying a result for a
parts of an existing process should be kept by stakeholder
identifying how they contribute to value D. A means of determining whether a service is
creation? fit for use
A. Progress iteratively with feedback
B. Collaborate and promote visibility 240. Which practice has a purpose that includes
C. Think and work holistically managing risks relating to confidentiality,
D. Keep it simple and practical integrity and availability?
A. Information security management
235. What is the purpose of the `˜monitoring and B. Change enablement
event management' practice? C. Problem management
A. To restore normal service operation as D. Service configuration management
quickly as possible
B. To manage workarounds and known errors 241. Which statement about value creating
C. To capture demand for incident resolution activities is CORRECT?
and service requests A. Each value stream should be designed with a
D. To systematically observe services and specific combination of service value chain
service components activities
B. Service value chain activities have pre-
236. Which statement about outcome is determined dependencies on ITIL practices
CORRECT? C. A value stream is an operating model for
A. Outcomes rely on outputs to deliver results creating value through products and services
for a stakeholder D. Organizations should ensure that each value
B. Outcomes use activities to produce tangible stream is applicable to many scenarios
or intangible deliverables
C. Outcomes give service consumers assurance 242. Which is provided by the `˜engage' value
of products or services chain activity?
 A. Ensuring that stakeholder expectations for 248. What is the purpose of the `˜deployment
quality are met management' practice?
B. Ensuring that stakeholder needs are A. To protect the information needed by the
understood by the organization organization to conduct its business
C. Ensuring that service components are B. To make new and changed services and
available when needed features available for use
D. Ensuring that services are operated to meet C. To move new or changed components to live
agreed specifications environments
D. To plan and manage the full lifecycle of all IT
243. Which is part of the `˜focus on value' assets.
guiding principle?
A. Understanding what services help the 249. Which two statements about the guiding
service consumer principles are CORRECT?
B. Reducing the number of steps in the 1. The guiding principles support continual
customer experience improvement
C. Assessing services to identify parts that can 2. Each guiding principle applies to a selection
be reused of the available stakeholder groups
D. Identifying activities that can be achieved in 3. Organizations should decide which one of the
smaller iterations guiding principles is relevant to them
4. Organizations should consider how the
244. Which is part of the definition of a guiding principles interact with each other
customer? A. 1 and 2
A. The role that defines the requirements for a B. 2 and 3
service C. 3 and 4
B. A means of enabling value co-creation D. 1 and 4
C. The role that authorizes budget for service
consumption 250. Which statement about change authorities is
D. A set of specialized organizational CORRECT?
capabilities for enabling value A. Change authorities are only required for
authorizing emergency changes
245. Which guiding principle helps an B. Change authorities are assigned when each
organization to understand the impact of an change is deployed
altered element on other elements in a system? C. Change authorities are only required for
A. Focus on value authorizing normal changes
B. Start where you are D. Change authorities are assigned for each
C. Think and work holistically type of change and change model
D. Keep it simple and practical
251. When is the earliest that a workaround can
246. Identify the missing words in the following be documented in `˜problem management'?
sentence. A. After the problem has been logged
The `˜incident management' practice should B. After the problem has been prioritized
maintain [?] for logging and managing incidents. C. After the problem has been analyzed
A. a dedicated team D. After the problem has been resolved
B. a formal process
C. detailed procedures 252. Which is an activity of `˜problem
D. a value chain activity identification'?
A. Analyzing information from software
247. An organization asks a stakeholder to review developers
a planned change. Which guiding principle does B. Establishing problem workarounds
this demonstrate? C. Analyzing the cause of problems
A. Collaborate and promote visibility D. Establishing potential permanent solutions
B. Start where you are
C. Focus on value 253. Which practice uses technologies such as
D. Keep it simple and practical intelligent telephony systems, a knowledge base
and monitoring tools?
 A. Service configuration management A. Monitoring and event management
B. Service desk B. Service configuration management
C. Problem management C. Problem management
D. Deployment management D. Incident management

254. Which statement about standard changes is 260. Which activity is part of the 'continual
CORRECT? improvement' practice?
A. A full assessment should be completed A. Handling compliments and complaints from
each time the change is implemented users to identify improvements
B. The change can be implemented with less B. Improving relationships with and between
testing if necessary stakeholders
C. The appropriate change authority should C. Prioritizing and creating business cases for
be assigned to each type of change improvement initiatives
D. The change does not require additional D. Identifying the cause of unplanned
authorization interruptions to service

255. Which two are considered part of the 261. A service offering may include goods,
`˜organizations and people' dimension of access to resources, and service actions. Which
service management? is an example of a service action?
1. Systems of authority A. A mobile phone enables a user to work
2. Culture remotely
3. Relationships between organizations B. A password allows a user connect to a WiFi
4. Workflows network.
A. 1 and 2 C. A license allows a user to install a software
B. 2 and 3 product
C. 3 and 4 D. A service desk agent provides support to a
D. 1 and 4 user

256. Which statement about the `˜service request 262. Identify the missing word in the following
management' practice is CORRECT? sentence.
A. Service requests are fulfilled using simple A service is a means of enabling value co-
workflows creation by facilitating [?] that customers want
B. A new workflow is created for each type of to achieve, without the customer having to
request manage specific costs and risks.
C. Additional approval is sometimes needed for A. utility
restoration of service B. warranty
D. Financial authorization is sometimes required C. outcomes
for service requests D. outputs

257. What is a cause, or potential cause, of one 263. Which statement about a service value
or more incidents? stream is CORRECT?
A. A configuration item A. It uses inputs and outputs prescribed by ITIL
B. A workaround B. It is a service value chain activity
C. An incident C. It integrates practices for a specific scenario
D. A problem D. It provides an operating model for service
providers
258. Which guiding principle says that it is not
usually necessary to build something new? 264. What term is used to describe whether a
A. Focus on value service will meet availability, capacity and
B. Start where you are security requirements?
C. Progress iteratively with feedback A. Outcomes
D. Think and work holistically B. Value
C. Utility
259. Which practice includes management of D. Warranty
workarounds and known errors?
265. Which is a low risk change that has been B. Automation is best applied to non-standard
pre-approved so that no additional authorization tasks
is needed? C. Technology eliminates the need for human
A. A standard change intervention
B. A change model D. Automation frees human resources for more
C. An emergency change complex activities
D. A normal change
271. What is defined as any financially valuable
266. Which describes the `˜plan' value chain component that can contribute to the delivery of
activity? a service?
A. It ensures a shared understanding of the A. Configuration item
current status and vision for all products and B. Product
services across the organization C. IT asset
B. It ensures that services are delivered and D. Event
supported according to agreed specifications
and stakeholders‫ג‬€™ expectations 272. Which dimension focuses on relationships
C. It ensures that service components are with other organizations that are involved in the
available when and where they are needed, and design, development, deployment and delivery
meet agreed specifications of services?
D. It ensures continual improvement of A. Organizations and people
products, services, and practices across all B. Information and technology
value chain activities C. Partners and suppliers
D. Value streams and processes
267. Which practice has the purpose of ensuring
that the organization's suppliers and their 273. Which statement about service requests is
performance and managed appropriately to CORRECT?
support the provision of seamless, quality A. Complex service requests should be dealt
products and services? with as normal changes
A. Release management B. Service requests that require simple
B. Supplier management workflows should be dealt with as incidents
C. Service management C. Service requests require workflows that
D. Relationship management should use manual procedures and avoid
automation
268. Which includes governance, management D. Service requests are usually formalized
practices, and continual improvement? using standard procedures for initiation,
A. The service value system approval and fulfilment
B. The ‫ג‬€˜deliver and support‫ג‬€™ value chain
activity 274. Which MOST helps an organization adapt
C. The ‫ג‬€˜focus on value‫ג‬€™ guiding principle ITIL concepts so that they apply to the
D. The ‫ג‬€˜value stream and processes‫ג‬€™ organization's specific circumstances?
dimension A. Continual improvement
B. Service value chain
269. Which phase of problem management C. Practices
includes analysing incidents to look for patterns D. Guiding principles
and trends?
A. Problem identification 275. What is the MAIN benefit of `˜problem
B. Problem control management'?
C. Error control A. Restoring normal service as quickly as
D. Post-implementation review possible
B. Reducing the number and impact of
270. Which statement about the `˜optimize and incidents
automate' guiding principle is CORRECT? C. Maximizing the number of successful
A. Activities should be automated before they changes
are optimized D. Managing workarounds and known errors
276. Which guiding principle discourages `˜silo D. The service provider gains a better
activity'? understanding of the customer experience
A. Focus on value
B. Start where you are 283. What impact does automation have on a
C. Collaborate and promote visibility service desk?
D. Keep it simple and practical A. Less low level work and a greater ability to
focus on user experience
277. Which will help solve incidents more B. Increased phone contact and reduced ability
quickly? to focus on user experience
A. Target resolution times C. Ability to work from multiple locations,
B. Escalating all incidents to support teams geographically dispersed
C. Collaboration between teams D. Ability to work from a single centralized
D. Detailed procedural steps for incident location
investigation
284. Which costs are included in the value
278. What varies in size and complexity, and uses proposition of a service?
functions to achieve its objectives? A. Additional expense that the service consumer
A. A risk has because they are using the service
B. An organization B. Money that the service consumer no longer
C. A practice needs to spend because they are using the
D. An outcome service
C. Tangible or intangible results for the service
279. Which practice facilitates operational consumer because they are using the service
communication between the service provider D. The benefits, usefulness, and importance of
organization and users in the service consumer the service that are perceived by the service
organization? consumer
A. Service level management
B. Relationship management 285. Which practice provides a communications
C. Service desk point for users to report operational issues,
D. Monitoring and event management queries and requests?
A. Incident management
280. Which dimension considers the application B. Continual improvement
of artificial intelligence to service management? C. Service desk
A. Organizations and people D. Relationship management
B. Information and technology
C. Partners and suppliers 286. Which BEST describes the purpose of the
D. Value streams and processes `˜improve' value chain activity?
A. To organize a major improvement initiative
281. Which type of change is MOST LIKELY to be into several smaller initiatives
initiated as part of the `˜service request B. To make new and improved services and
management' practice? features available for use
A. A normal change C. To ensure a shared understanding of the
B. An emergency change vision and improvement direction for all
C. A standard change products and services
D. A change model D. To continually improve all products and
services across all value chain activities
282. Which benefit is MOST aligned with the
guiding principle `˜progress iteratively with 287. Which dimension is MOST concerned with
feedback'? skills, competencies, roles and responsibilities?
A. Service providers are able to respond more A. Organizations and people
quickly to customer needs B. Information and technology
B. Bottlenecks in the service provider‫ג‬€™s C. Partners and supplies
workflow are identified D. Value streams and processes
C. The complexities of the service provider‫ג‬€™s
IT systems are identified
288. Identify the missing word in the following D. Value streams and processes
sentence.
A [?] is the addition, modification, or removal of
anything that could have a direct or indirect
effect on services.
A. problem
B. risk
C. change
D. configuration item

289. 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)

290. Which practice improves customer and user

satisfaction by reducing the negative impact of
service interruptions?
A. Service request management
B. Service level management
C. Incident management
D. Change enablement

291. What aspect of `˜service level management'

asks service consumers what their work
involves and how technology helps them?
A. Customer engagement
B. Operational metrics
C. Business metrics
D. Customer feedback

292. 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

293. Which of the four dimensions includes the

knowledge bases needed to deliver and manage
services?
A. Organizations and people
B. Information and technology
C. Partners and supplies