1.

Which guiding principle helps to ensure that better information is available for decision
making?
a. Keep it simple and practical
b. Think and work holistically
c. Optimize and automate
d. Collaborate and promote visibility
2. Which practice has a purpose that includes observing a service to report selected changes of
state identified as events
a. Information security management
b. Monitoring and event management
c. Incident management
d. Change control
3. Which describes the standard change?
a. The change that needs to be scheduled, assessed and authorized following a defined
process
b. The change that is typically implemented as a service request
c. A high risk change that needs very thorough assessment
d. A change that must be implemented as soon as possible
4. How does information about problems and known errors contribute to incident
management?
a. It enables quick and efficient diagnosis of incidents
b. It removes the need for regular customer updates
c. It removes the need for collaboration during incident resolution
d. It enables the re-assessment of known errors
5. Which practice owns and manages issues queries and requests from users
a. Incident management
b. Service Desk
c. Change control
d. Problem Management
6. What defines the requirements for a service and take responsibility for the outcomes of
service consumption?
a. An IT asset
b. A customer
c. A configuration item (CI)
d. A user
7. Which stakeholder co-create value in a service relationship?
a. Investor and supplier
b. Consumer and provider
c. Provider and supplier
d. Investor and consumer
8. Which describes normal changes?
a. Changes that are low risk and pre-authorized
b. Changes that need to be scheduled and assessed following a process
c. Changes that are typically initiated as service requests
d. Changes that must be implemented as soon as possible
9. What is the expected outcome from using a service value chain?
a. Service Value streams
b. Customer engagement
 c. Value realization
d. Application of practises
10. Which statement about outcomes is correct?
a. Outcomes are one or more services that fullfill the needs of service consumer
b. Service providers help service consumers achieve outcomes
c. Outcomes help service consumers achieve outputs
d. Helping service consumers achieve outcomes reduces service providers cost
11. Which skill is an essential part of the “Service level Management” practice?
a. Technical knowledge
b. Listening
c. Diagnosis
d. Problem analysis
12. What are the three phases of problem management?
a. Problem logging, problem classification problem resolution
b. Incident management problem management, change control
c. Problem identification, problem control, error control
d. Problem analysis, error identification, incident resolution
13. Which is purpose of the 'engage value chain activity
a. Meeting expectations for quality, costs and time to market
b. Providing transparency and good relationships
c. Ensuring the continual improvement of services
d. Ensuring that the organization's vision is understood
14. Identify the missing word in the following sentence. The purpose of the service configuration
management practice is to ensure that accurate and reliable information about the
configuration of services, and the (?) that support them, is available, when are where it is
needed
a. Suppliers
b. CIs
c. Customers
d. Assets
15. What is described by the service value system?
a. How all the components and activities of the organization work together as a system
to enable value creation
b. Services based on one or more products, designed to address needs of a target
consumer group
c. Joint activites performed by a service provider and a service consumer to ensure
continual value co-creation
d. How to apply the systems approach of the guiding principle “Think and work
Holistically”
16. Which practice requires that staff demonstrate excellent customer service skills, such as
empathy and emotional intelligence?
a. Problem management
b. Supplier management
c. Release management
d. Service desk
17. What is defined as any component that needs to be managed in order to deliver an IT
service?
a. Service request
 b. Configuration item(CI)
c. An incident
d. An IT asset
18. Which guiding principle recommends using the minimum number of steps necessary to
achieve and objective?
a. Progress iteratively with feedback
b. Focus on value
c. Thing and work holistically
d. Keep it simple and practical
19. Which two statements about the ‘service request management’ practice are correct?
a. Service request are part of normal service delivery
b. Complaints can be handled as service requests
c. Service requests results from a failure in service
d. Normal changes should be handled as service requests
i. A and B
ii. B and C
iii. C and D
iv. A and D
20. What is an IT Asset?
a. Any financially valuable component that can contribute to the delivery of an IT
product or service
b. Any component that needs to be managed in order to deliver a service
c. A request from a user that initiates a service action
d. The removal of anything that could have a direct or indirect effect on services
21. Which dimension includes a workflow management system?
a. Organizations and people
b. Partners and suppliers
c. Information and technology
d. Value streams and processes
22. Identity the missing word in the following sentence: A service is a means of enabling value
co-creation by facilitating outcomes that customers want to achieve, without the customer
having to manage specific [?] and risks
a. Information
b. Cost
c. Utility
d. Warranty
23. Which of these should be logged and managed as a problem?
a. A user requests delivery of a laptop
b. A monitoring tool detects change of state for a service
c. Trend analysis shows a large number of similar incidents
d. “Continual Improvement” needs to prioritize an improvement opportunity
24. In which two situations should the ITIL guiding principles be considered
a. In every initiative
b. In relationship with all stakeholders
c. Only in specific initiatives where principle is relevant
d. Only in specific stakeholder relationships where the principle is relevant
i. A and B
ii. B and C
 iii. C and D
iv. A and D
25. Which guiding principle recommends coordinating all dimensions of service management?
a. Start where you are
b. Progress iteratively with feedback
c. Think and work holistically
d. Keep it simple and practical
26. What is the purpose of the ‘Relationship management’ practice?
a. To establish and nurture the links between the organization and its stakeholders
b. To align the organization’s practice and service with changing business needs
c. To set clear business based targets for service performance
d. To support the agreed quality of a service handling all agreed, user initiated, service
request.
27. How should the workflow for a new service request be designed?
a. Use a single workflow for all types of service request
b. Use different workflow for each type of service request
c. Avoid workflow for simple service requests
d. Leverage existing workflows when ever possible
28. What is the purpose of ‘Information security management ‘ practice?
a. To protect the information needed by the organization to conduct its businesses
b. To observe service and service components
c. To ensure that accurate and reliable information about the configuration of services
is available when and where it is needed
d. To plan and manage the full life cycle of all IT assets
29. Identify the missing word in the following sentence: The use of [?] should support, not
replace what is observed when using the ‘start where you are’ guiding principle
a. Measurement
b. Tools
c. Plans
d. Process
30. How should automation be implemented?
a. By replacing human intervention wherever possible
b. By replacing the existing tools first
c. By initially concentrating on the most complex task
d. By optimizing as much as possible
31. Which activity is part of the ‘continual improvement ‘ practice?
a. Identifying and logging opportunities
b. Delivering tactical and operational engagement with customers
c. Populating and maintaining asset register
d. Providing a clear path for users to report issues, queries and requests
32. Which competencies are required by the ‘service level management’ practice
a. Problem investigation and resolution
b. Business analysis and commercial management
c. Incident analysis and prioritization
d. Balanced score card review and maturity assessment
33. Which practice uses techniques such as SWOT analysis Balanced Score card reviews and
maturity assessments
a. Incident management
 b. Problem management
c. Continual improvement
d. Service request management
34. Which statement about cost is correct?
a. Cost imposed on customers are costs of service utility
b. Cost removed from the consumer are part of the value proposition
c. Cost imposed on the consumer are cost of service warranty
d. Cost removed from the consumer are part of service consumption
35. What is typically needed to assign complex incidents to support groups?
a. A self-help tool
b. The incident priority
c. A change schedule
d. The incident category
36. Which practice has a purpose that includes aligning the organization’s practices and services
with changing business needs?
a. Service level management
b. Service configuration management
c. Relationship management
d. Continual improvement
37. A major incident has been closed but there is a risk that it might happen again. How should
this be tagged and managed?
a. As a change request
b. As a service request
c. As and event
d. As a problem
38. What should be done to determine the appropriate metrics for measuring a new service?
a. Measuring the performance over the first 6 months, and having a solution on the
results?
b. Asking customers to provide numerical targets that meet their needs
c. Asking customers open questions to establish their requirements
d. Using operational data to provide detailed service reports
39. Which dimension includes activities and workflows?
a. Organizations and people
b. Information and technology
c. Partners and Suppliers
d. Value streams and processes
40. What should be used to set user expectations for request fulfilment times?
a. The time that the consumer indicates for service delivery?
b. The consumer demand for the service
c. The time needed to realistically deliver the service
d. The service levels of the suppliers