ducted from 17 - 18 August 2023.

Circulation
Prohibited.
This document is for exclusive use of participants of workshop

1.
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

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 2.
What is warranty?

This document is for exclusive use of participants of workshop conducted from 17 - 18 August 2023. Circulation
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

3.
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

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 4.
When should a full risk assessment and authorization be carried
out for a standard change?

This document is for exclusive use of participants of workshop conducted from 17 - 18 August 2023. Circulation
A. Each time the standard change is implemented
B. When the procedure for the standard change is created
C. At least once a year
D. When an emergency change is requested

5.
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

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 6.
Which ITIL guiding principle recommends using existing services,
processes and tools when improving services?

This document is for exclusive use of participants of workshop conducted from 17 - 18 August 2023. Circulation
A. Progress iteratively with feedback
B. Keep it simple and practical
C. Start where you are
D. Focus on value

7.
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 Enablement

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 8.
What are 'engage', 'plan' and 'improve' examples of?

This document is for exclusive use of participants of workshop conducted from 17 - 18 August 2023. Circulation
A. Service value chain activities
B. Service level management
C. Service value chain inputs
D. Change enablement

9.
Which is included in the purpose of the 'design and transition'
value chain activity?

A. Ensuring that service components are available when needed

B. Providing transparency and good stakeholder relationships
C. Supporting services according to specifications
D. Continually meeting stakeholder expectations for costs

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 10.
Which TWO statements about an organization's culture are
CORRECT?

This document is for exclusive use of participants of workshop conducted from 17 - 18 August 2023. Circulation
1. It is created from shared values based on how it carries out its
work
2. It is determined by the type of technology used to support
services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

11.
Which practice has a purpose to support the quality of the
service by handling all agreed user initiated service requests?

A. Change Enablement
B. IT asset management
C. Service desk
D. Service request management

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 12.
Which is NOT a component of the service value system?

This document is for exclusive use of participants of workshop conducted from 17 - 18 August 2023. Circulation
A. The guiding principles
B. Governance
C. Practices
D. The four dimensions of service management

13.
When should a change request be submitted to resolve a
problem?

A. As soon as a solution for the problem has been identified

B. As soon as a workaround for the problem has been identified
C. As soon as the analysis of the frequency and impact of
incidents justifies the change
D. As soon as the analysis of cost, risks and benefits justifies the
change

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 14.
Which statement about the steps to fulfil a service request is
CORRECT?

This document is for exclusive use of participants of workshop conducted from 17 - 18 August 2023. Circulation
A. They should be complex and detailed
B. They should be well‐known and proven
C. They should include incident handling
D. They should be brief and simple

15.
What is defined as a cause, or potential cause, of one or more
incidents?

A. Change
B. Event
C. Known error
D. Problem

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 16.
Which guiding principle recommends eliminating
activities that do not contribute to the creation of
value?

This document is for exclusive use of participants of workshop conducted from 17 - 18 August 2023. Circulation
A. Start where you are
B. Collaborate and promote visibility
C. Keep it simple and practical
D. Optimize and automate

17.
When should the effectiveness of a problem workaround be
assessed?

A. Whenever the workaround is used

B. Whenever the problem is resolved
C. Whenever the workaround becomes a known error
D. Whenever the problem is prioritized

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 18.
Identify the missing word in the following sentence.

This document is for exclusive use of participants of workshop conducted from 17 - 18 August 2023. Circulation
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

19.
Which dimension considers how knowledge assets should be
protected?

A. Organizations and people

B. Partners and suppliers
C. Information and technology
D. Value streams and processes

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 20.
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?

This document is for exclusive use of participants of workshop conducted from 17 - 18 August 2023. Circulation
A. Service management
B. Continual improvement
C. A service
D. An IT asset

21.
Identify the missing words in the following sentence:

The management of information security incidents usually

requires [?].

A. Immediate escalation
B. Specialist teams
C. A separate process
D. Third party support

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 22.
What are the ITIL guiding principles used for?

This document is for exclusive use of participants of workshop conducted from 17 - 18 August 2023. Circulation
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

23.
Which is the CORRECT approach for managing a large
improvement initiative as smaller iterations?

A. Each iteration should be designed before starting the

initiative and implemented without feedback
B. Feedback should only be taken into account when one
iteration fails to meet its objective
C. Feedback should be reduced for large improvements as it is
unlikely that circumstances will change
D. Each iteration should be continually re‐evaluated based on
feedback

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 24.
What is the purpose of the 'deployment management' practice?

This document is for exclusive use of participants of workshop conducted from 17 - 18 August 2023. Circulation
A. To ensure services achieve agreed and expected performance
B. To make new or changed services available for use
C. To move new or changed components to live environments
D. To set clear business‐based targets for service performance

25.
Which is a service request?

A. Requesting a workaround for an issue

B. Requesting information about how to create a document
C. Requesting an enhancement to an application
D. Requesting investigation of a degraded service

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 26.
How does a service consumer contribute to the reduction of risk?

This document is for exclusive use of participants of workshop conducted from 17 - 18 August 2023. Circulation
A. By paying for the service
B. By managing server hardware
C. By communicating constraints
D. By managing staff availability

27.
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to
ensure that the organization’s suppliers and their [?] are
managed appropriately to support the seamless provision of
quality products and services.

A. Costs
B. Users
C. Value
D. performances

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 28.
What is a recommendation of the 'focus on value' guiding
principle?

This document is for exclusive use of participants of workshop conducted from 17 - 18 August 2023. Circulation
A. Make 'focus on value' a responsibility of the management
B. Focus on the value of new and significant projects first
C. Focus on value for the service provider first
D. Focus on value at every step of the improvement

29.
Which guiding principle recommends standardizing and
streamlining manual tasks?

A. Optimize and automate

B. Collaborate and promote visibility
C. Focus on value
D. Think and work holistically

15
 30.
Which statement about emergency changes is CORRECT?

This document is for exclusive use of participants of workshop conducted from 17 - 18 August 2023. Circulation
A. The testing of emergency changes can be
eliminated in order to implement the change
quickly
B. The assessment and authorization of emergency changes is
expedited to ensure they can be implemented quickly
C. Emergency changes should be authorized and
implemented as service requests
D. Emergency changes must be fully documented before
authorization and implementation

31.
Which describes a set of defined steps for implementing
improvements?

A. The 'improve' value chain activity

B. The 'continual improvement register’
C. The 'continual improvement model’
D. The 'engage' value chain activity

16
 32.
Which is a key requirement for a successful service level
agreement?

This document is for exclusive use of participants of workshop conducted from 17 - 18 August 2023. Circulation
A. It should be written in legal language
B. It should be simply written and easy to understand
C. It should be based on the service provider's view of the
service
D. It should relate to simple operational metrics

33.
Which statement about outcomes is CORRECT?

A. An outcome can be enabled by more than one output

B. Outcomes are how the service performs
C. An output can be enabled by one or more outcomes
D. An outcome is a tangible or intangible activity

17
 34.
When planning 'continual improvement', which approach for
assessing the current state of a service is CORRECT?

This document is for exclusive use of participants of workshop conducted from 17 - 18 August 2023. Circulation
A. An organization should always use a single technique to
ensure metrics are consistent
B. An organization should always use a strength, weakness,
opportunity and threat (SWOT) analysis
C. An organization should always develop competencies in
methodologies and techniques that will meet their needs
D. An organization should always use an approach that combines
Lean, Agile and DevOps methodologies

35.
What helps diagnose and resolve a simple incident?

A. Rapid escalation
B. Formation of a temporary team
C. The use of scripts
D. Problem prioritization

18
 36.
Which ITIL practice has a purpose that includes reducing the
likelihood of incidents?

This document is for exclusive use of participants of workshop conducted from 17 - 18 August 2023. Circulation
A. Change enablement
B. Continual improvement
C. Problem management
D. Service desk

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 service
C. Operational metrics
D. Metrics linked to defined outcomes

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 38.
What are the MOST important skills required by service desk staff?

This document is for exclusive use of participants of workshop conducted from 17 - 18 August 2023. Circulation
A. Incident analysis skills
B. Technical skills
C. Problem resolution skills
D. Supplier management skills

39.

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

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40.
Which practice updates information relating to symptoms
and business impact?

kshop conducted from 17 - 18 August 2023. Circulation

A. Service level management
B. Change enablement
C. Service request management
D. Incident management

This document is for exclusive use of participants of

wor

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