How are target resolution times used in the 'incident management'

practice?

 A. They are agreed, documented, and communicated to help set

user expectations Most Voted

 B. They are established, reviewed, and reported to ensure that

customers are happy with the service

 C. They are initiated, approved, and managed to ensure that

predictable responses are achieved

 D. They are scheduled, assessed and authorized to reduce the risk

of service failures

Why should some service requests be fulfilled with no additional

approvals?

 A. To ensure that spending is properly accounted for

 B. To ensure that information security requirements are met

 C. To streamline the fulfilment workflow Most Voted

 D. To set user expectations for fulfilment times

What is a set of specialized organizational capabilities for enabling value

for customers in the form of services?

 A. Service offering

 B. Service provision

 C. Service management Most Voted

 D. Service consumption

Which gives a user access to a system?

 A. Service requirement

 B. Service agreement

 C. Service consumption

 D. Service provision Most Voted

Which statement about managing incidents is CORRECT?

  A. Low impact incidents should be resolved efficiently, making
logging unnecessary

 B. The 'incident management' practice should use a single process

regardless of the impact of the incident

 C. Low impact incidents should be resolved efficiently so the

resource required is reduced Most Voted

 D. Incidents with the lowest impact should be resolved first

Which statement about the service value chain is CORRECT?

 A. The service value chain converts value into demand

 B. Each value chain activity uses different combinations of practices

to convert inputs into outputs Most Voted

 C. Each value chain activity identifies a requirement for resources

from an external supplier

 D. The service value chain uses value streams to describe a

combination of consumers and providers

What describes how components and activities work together to facilitate

value creation?

 A. The ITIL service value system Most Voted

 B. The ITIL guiding principles

 C. The four dimensions of service management

 D. A service relationship

Which practice involves the management of vulnerabilities that were not

identified before the service went live?

 A. Service request management

 B. Problem management Most Voted

 C. Change control

 D. Service level management

Which statement about the use of measurement in the 'start where you
are' guiding principle is CORRECT?

 A. It should always be used to support direct observation Most

Voted
  B. It should always be used instead of direct observation

 C. Measured data is always more accurate than direct observation

 D. The act of measuring always positively impacts results

Which ITIL practice recommends performing service reviews to ensure

that services continue to meet the needs of the organization?

 A. Service desk

 B. Service request management

 C. Service level management Most Voted

 D. Service configuration management

What should be considered as part of the 'partners and suppliers'

dimension?

 A. The level of integration and formality involved in the relationships

between organizations Most Voted

 B. The activities, workflows, controls and procedures needed to

achieve the agreed objectives

 C. The information created, managed and used in the course of

service provision and consumption

 D. The required skills and competencies of teams and individual

members of the organization

Which practice makes new services available for use?

 A. Change enablement

 B. Release management Most Voted

 C. Deployment management

 D. IT asset management

Which activity contributes to the 'where are we now?' step of the

'continual improvement' model?

 A. Executing improvement actions

 B. Performing baseline assessments Most Voted

 C. Defining the improvement plan

  D. Understanding the business mission

Which guiding principle considers the importance of customer loyalty?

 A. Progress iteratively with feedback

 B. Focus on value Most Voted

 C. Optimize and automate

 D. Start where you are

Which is a recommendation of the guiding principle 'think and work

holistically'?

 A. Conduct a review of existing service management practices and

decide what to keep and what to discard

 B. Review how an improvement initiative can be organized into

smaller, manageable sections that can be completed in a timely
manner

 C. Review service management practices and remove any

unnecessary complexity

 D. Use the four dimensions of service management to ensure

coordination of all aspects of an improvement initiative Most Voted

Which statement about 'continual improvement' is CORRECT?

 A. All improvement ideas should be logged in a single 'continual

improvement register'

 B. A single team should carry out 'continual improvement' across

the organization

 C. 'Continual improvement' should have minimal interaction with

other practices

 D. Everyone in the organization is responsible for some

aspects of 'continual improvement'

What impact does automation have on a service desk?

 A. Less low level work and a greater ability to focus on user

experience Most Voted
  B. Increased phone contact and a reduced ability to focus on user
experience

 C. Ability to work from multiple locations, geographically dispersed

 D. Ability to work from a single centralized location

Identify the missing word(s) in the following sentence:

The service desk should be the entry point and single point of contact for
the [?] with all of its users.

 A. Service consumer

 B. Service provider Most Voted

 C. Customer

 D. Supplier

What aspect of 'service level management' asks service consumers what

their work involves and how technology helps them?

 A. Customer engagement Most Voted

 B. Operational metrics

 C. Business metrics

 D. Customer feedback

Which is a result of applying the guiding principle 'progress iteratively with

feedback'?

 A. The ability to discover and respond to failure earlier Most Voted

 B. Standardization of practices and services

 C. Understanding the customer's perception of value

 D. Understanding the current state and identifying what can be

reused

What can be used to determine if a service is 'fit for purpose'?

 A. Availability

 B. Warranty

 C. Outcome

 D. Utility Most Voted

In service relationships, what is a benefit of identifying consumer roles?

 A. It enables effective stakeholder management Most Voted

 B. It provides shared service expectations

 C. It removes constraints from the customer

 D. It enables a common definition of value

Which is an external input to the service value chain?

 A. The 'improve' value chain activity

 B. An overall plan

 C. Customer requirements Most Voted

 D. Feedback loops

What term is used to describe whether a service will meet availability,

capacity and security requirements?

 A. Outcomes

 B. Value

 C. Utility

 D. Warranty Most Voted

What is the purpose of the 'incident management' practice?

 A. To minimize the negative impact of incidents by restoring normal

service operation as quickly as possible Most Voted

 B. To capture demand for incident resolution and service requests

 C. To reduce the likelihood and impact of incidents by identifying

actual and potential causes of incidents

 D. To support the agreed service quality by effective handling of all

agreed user-initiated service requests

What is defined as an unplanned interruption or reduction in the quality of

a service?

 A. An incident Most Voted

 B. A problem

 C. A change

 D. An event
Which ITIL practice has the purpose to establish and nurture the links
between the organization and its stakeholders at strategic and tactical
levels?

 A. Supplier management

 B. Change control

 C. Relationship management Most Voted

 D. Service desk

What can help to reduce resistance to a planned improvement when

applying the guiding principle 'collaborate and promote visibility'?

 A. Restricting information about the improvement to essential

stakeholders only

 B. Increasing collaboration and visibility for the improvement Most

Voted

 C. Involving customers after all planning has been completed

 D. Engaging every stakeholder group in the same way, with the

same communication

What varies in size and complexity, and uses functions to achieve its
objectives?

 A. A risk

 B. An organization Most Voted

 C. A practice

 D. An outcome

Which practice ensures that any addition, modification, or removal of

anything that could have an effect on services is assessed and
authorized?

 A. Deployment management

 B. Release management

 C. Change control Most Voted

 D. Service configuration management

Which practice has a purpose that includes managing risks to
confidentiality, integrity and availability?

A. Information security management

B. Continual improvement

C. Monitoring and event management

D. Service level management

Which will help solve incidents more quickly?

A. Target resolution times

B. Escalating all incidents to support teams

C. Collaboration between teams

D. Detailed procedural steps for incident investigation

When is the earliest that a workaround can be documented in 'problem

management'?

A. After the problem has been logged

B. After the problem has been prioritized

C. After the problem has been analyzed

D. After the problem has been resolved

Which is an activity of the 'problem management' practice?

A. Restoration of normal service operation as quickly as possible

B. Prioritization of problems based on the risk that they pose

C. Authorization of changes to resolve the cause of problems

D. Resolution of incidents in a time that meets customer expectations

Which practice is MOST likely to benefit from the use of chatbots?

A. Service level management

B. Change enablement

C. Continual improvement

D. Service desk

Where are the details of the required performance outcomes of a service

defined?

A. Service level agreements

B. Service requests

C. Service components

D. Service offerings

Which value chain activity ensures a shared understanding of the current

status and required direction for all products and services?

A. Plan

B. Improve

C. Design and transition

D. Deliver and support

Which practice has the purpose of ensuring that the organization's

suppliers and their performance are managed appropriately to support the
provision of seamless, quality products and services?

A. Release management

B. Supplier management

C. Service management

D. Relationship management

Which two practices interact the MOST with the service desk practice?

A. Incident management and service request management

B. Service request management and deployment management

C. Deployment management and change enablement

D. Change enablement and incident management

Which is an activity of the 'incident management' practice?

A. Assessing and prioritizing improvement opportunities

B. Performing service reviews with customers

C. Providing good-quality updates when expected

D. Automating service requests to the greatest degree possible

Identify the missing words in the following sentence:

A user is [?] that uses services.

A. an organization

B. a role

C. a team

D. a supplier

Which is included in the purpose of the 'change enablement' practice?

A. Make new and changed services available for use

B. Ensure that risks have been properly assessed

C. Record and report selected changes of state

D. Plan and manage the full lifecycle of all IT assets

Which activity is part of the 'continual improvement' practice?

A. Identifying the cause of incidents and recommending related

improvements

B. Authorizing changes to implement improvements

C. Logging and managing incidents that result in improvement

opportunities

D. Making business cases for improvement action

In which step of the 'continual improvement model' is an improvement
plan implemented?

A. What is the vision?

B. How do we get there?

C. Take action

D. Did we get there?

Which is the BEST example of a standard change?

A. The review and authorization of a change requested by a customer

B. The implementation of a critical software patch in response to a

vendor security issue

C. The installation of a software application in response to a

service request

D. The replacement of a component in response to a major incident

Which statement about the automation of service requests is CORRECT?

A. Service requests that cannot be automated should be handled as

incidents

B. Service requests and their fulfilment should be automated

as much as possible

C. Service requests that cannot be automated should be handled as

problems

D. Service requests and their fulfilment should be carried out by

service desk staff without automation

Which can act as an operating model for an organization?

A. The four dimensions of service management

B. The service value chain

C. The ITIL guiding principles

D. Continual improvement
Which practice recommends the use of event-based surveys to gather
feedback from customers?

A. Service level management

B. Change enablement

C. Service request management

D. Problem management

Which statement about change authorities is CORRECT?

A. Change authorities are only required for authorizing emergency

changes

B. Change authorities are assigned when each change is deployed

C. Change authorities are only required for authorizing normal changes

D. Change authorities are assigned for each type of change and

change model

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

Which will NOT be handled as a service request?

A. The degradation of a service

B. The replacement of a toner cartridge

C. The provision of a laptop

D. A complaint about a support team

A service offering may include goods, access to resources, and service
actions.
Which is an example of a service action?

A. A mobile phone enables a user to work remotely

B. A password allows a user connect to a WiFi network

C. A license allows a user to install a software product

D. A service desk agent provides support to a user

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

Which statement about a service value stream is CORRECT?

A. It uses prescriptive inputs and outputs

B. It is a value chain activity

C. It integrates practices for a specific scenario

D. It is used to provide governance

Which statement about outputs is CORRECT?

A. They consist of several outcomes

B. They capture customer demand for services

C. They contribute to the achievement of outcomes

D. They describe how the service performs

Which is an example of a business related measurement?

A. The number of passengers checked in

B. The average time to respond to change requests

C. The average resolution time for incidents

D. The number of problems resolved

Which BEST describes the purpose of the 'improve' value chain activity?

A. To organize a major improvement initiative into several smaller

initiatives

B. To make new and improved services and features available for use

C. To ensure a shared understanding of the vision and improvement

direction for all products and services

D. To continually improve all products and services across all

value chain activities

Which includes governance, management practices, and continual

improvement?

A. The service value system

B. The 'deliver and support' value chain activity

C. The 'focus on value' guiding principle

D. The 'value stream and processes' dimension

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)
Which practice provides a communications point for users to report
operational issues, queries and requests?

A. Incident management

B. Continual improvement

C. Service desk

D. Relationship management

Which dimension is MOST concerned with skills, competencies, roles and

responsibilities?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

An organization asks a stakeholder to review a planned change.

Which guiding principle does this demonstrate?

A. Collaborate and promote visibility

B. Start where you are

C. Focus on value

D. Keep it simple and practical

Which practice has a strong influence on the user experience and

perception of the service provider?

A. Service desk

B. Change enablement

C. Service level management

D. Supplier management

Which statement about service requests is CORRECT?

 A. Complex service requests should be dealt with as normal changes

B. Service requests that require simple workflows should be dealt with

as incidents

C. Service requests require workflows that should use manual

procedures and avoid automation

D. Service requests are usually formalized using standard

procedures for initiation, approval and fulfilment

Which practice is responsible for moving new or changed components to

live or other environments?

A. Release management

B. Deployment management

C. Change enablement

D. Supplier management

Which dimension focuses on relationships with other organizations that

are involved in the design, development, deployment and delivery of
services?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

Which of these activities is carried out as part of 'problem management'?

A. Creating incident records

B. Diagnosing and resolving incidents

C. Escalating incidents to a support team for resolution

D. Trend analysis of incident records

What must always be done before an activity is automated?

 A. Check that the activity has already been optimized

B. Check that suitable new technology has been purchased

C. Ensure that DevOps has been successfully implemented

D. Ensure the solution removes the need for human intervention

What is a change schedule PRIMARILY used for?

A. To help plan emergency changes

B. To help authorize standard changes

C. To help assign a change authority

D. To help manage normal changes

Which role approves the cost of services?

A. User

B. Change authority

C. Sponsor

D. Customer

What actions does a service desk take for all issues, queries and requests
that are reported to them?

A. Schedule, assess, authorize

B. Diagnose, investigate, resolve

C. Initiate, approve, fulfil

D. Acknowledge, classify, own

Which describes the utility of a service?

A. A service that is fit for use

 B. A service that meets its service level targets

C. A service that increases constraints on the consumer

D. A service that supports the performance of the consumer

Which is included in the purpose of the 'service level management'

practice?

A. To maximize the number of successful service and product changes

B. To ensure accurate information about the configuration of services is

available

C. To set clear business-based targets for service levels

D. To ensure that suppliers and their performance are managed

appropriately

Which usually requires a team of representatives from many stakeholder

groups?

A. Fulfilling a service request

B. Authorizing an emergency change

C. Logging a new problem

D. Investigating a major incident

Which value chain activity ensures that service components meet agreed
specifications?

A. Plan

B. Design and transition

C. Obtain/build

D. Deliver and support

What includes governance as a component?

A. Practices

B. The service value chain

C. The service value system

D. The guiding principles

Which practice needs people who understand complex systems and have
creative and analytical skills?

A. Change enablement

B. Service level management

C. Service request management

D. Problem management

What is the definition of a known error?

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 incident

C. A problem that has been analyzed and has not been

resolved

D. Any change of state that has significance for the management of a

service or other configuration item

Which guiding principle is PRIMARILY concerned with end-to-end service

delivery?

A. Focus on value

B. Think and work holistically

C. Optimize and automate

D. Collaborate and promote visibility

What are typically recognized through notifications created by an IT

service, CI or monitoring tool?

A. Incidents

B. Problems

C. Events

D. Requests
Which dimension considers data security and privacy?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

Which term relates to service levels aligned with the needs of service
consumers?

A. Service management

B. Warranty

C. Cost

D. Utility

Which directly assists with the diagnosis and resolution of simple

incidents?

A. Scripts for collecting user information

B. Use of shift working patterns

C. Fulfilment of service requests

D. Creation of a temporary team

What are guiding principles?

A. A set of interconnected activities that help an organization deliver a

valuable service

B. A description of one or more services that help address the needs of

a target consumer group

C. A set of specialized organizational capabilities for enabling value for

customers

D. Recommendations that help an organization when adopting

a service management approach
Which approach is CORRECT when applying the guiding principle 'keep it
simple and practical'?

A. Only add controls and metrics when they are needed

B. Design controls and metrics first, then remove those not adding
value

C. Design controls and metrics and add them individually until all are
implemented

D. Only add controls and metrics that are required for compliance

What is the purpose of the 'problem management' practice?

A. To protect the information needed by the organization to conduct its

business

B. To reduce the likelihood and impact of incidents by

identifying actual and potential causes of incidents, and
managing workarounds and known errors

C. To align the organization's practices and services with changing

business needs through the ongoing identification and improvement
of services

D. To minimize the negative impact of incidents by restoring normal

service operation as quickly as possible

Which practice forms a link between the service provider and the users of
services?

A. Change enablement

B. Service level management

C. Problem management

D. Service desk

Which is a purpose of release management?

A. To protect the organization's information

B. To handle user-initiated service requests

C. To make new and changed services available for use

D. To move hardware and software to live environments

What is recommended by the guiding principle 'progress iteratively with
feedback'?

A. A current state assessment that is carried out at the start of an

improvement initiative

B. The identification of all interested parts at the start of an

improvement initiative

C. An improvement initiative that is broken into a number of

manageable sections

D. An assessment of how all the parts of an organization will affect an

improvement initiative

Which guiding principle considers customer and user experience?

A. Collaborate and promote visibility

B. Focus on value

C. Start where you are

D. Keep it simple and practical

Which statement about the 'change enablement' practice is CORRECT?

A. Service requests are usually normal changes that can be

implemented quickly without authorization

B. Emergency changes are changes that must be fully tested and fully
documented prior to implementation

C. Standard changes are changes that need to be scheduled, assessed

and authorized following a standard process

D. Emergency changes are changes that must be implemented

as soon as possible and therefore authorization is expedited
Which is a key activity carried out in the 'did we get there?' step of the
'continual improvement' model?

A. Define measurable targets

B. Perform baseline assessments

C. Execute improvement actions

D. Evaluate measurements and metrics

What can a service remove from the consumer and impose on the
consumer?

A. Utility

B. Asset

C. Cost

D. Outcome

What does 'change enablement' PRIMARILY focus on?

A. Changes to service levels

B. Changes to products and services

C. Changes to organizational structure

D. Changes to skills and competencies

Which is handled as a service request?

A. An investigation to identify the cause of an incident

B. A compliment about an IT support team

C. The failure of an IT service

D. An emergency change to implement a security patch

Which is a key requirement for a successful service level agreement
(SLA)?

A. Using individual metrics that relate to the service catalogue

B. Using bundled metrics to relate performance to outcomes

C. Using single-system-based metrics that relate to outputs

D. Using an agreement between the service provider and service

supplier

Which is considered by the 'partners and suppliers' dimension?

A. Using artificial intelligence

B. Defining controls and procedures

C. Using formal roles and responsibilities

D. Working with an integrator to manage relationships

Which practice recommends using tools for collaboration and the

automated matching of symptoms?

A. Problem management

B. Service level management

C. Incident management

D. Service request management

Which practice would help a user gain access to an application that they
need to use?

A. Service configuration management

B. Change enablement

C. Service request management

D. Service level management

What is used to link activities within the service value chain?

A. Service level agreements

B. Inputs, outputs and triggers

C. Opportunity, demand and value

D. Service desk

Which two practices use workarounds?

A. Change enablement and continual improvement

B. Change enablement and problem management

C. Problem management and incident management

D. Incident management and continual improvement

Which is included in the purpose of the 'deliver and support' value chain
activity?

A. Meeting stakeholder expectations for time to market

B. Understanding the organization's service vision

C. Understanding stakeholder needs

D. Providing services to agreed specifications

Which are elements of the service value system?

A. Service provision, service consumption, service relationship

management

B. Governance, service value chain, practices

C. Outcomes, utility, warranty

D. Customer value, stakeholder value, organization

What is an incident?

A. The planned removal of an item that might affect a service

B. A result enabled by one or more outputs

C. A possible future event that could cause harm

D. A service interruption resolved by the use of self-help tools

What is defined as a change of state that has significance for the

management of an IT service?

A. Event

B. Incident

C. Problem

D. Known error

Which dimension includes the knowledge needed for the management of

services?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

What is the PRIMARY use of a change schedule?

A. To support the 'incident management' practice and improvement

planning

B. To manage emergency changes

C. To plan changes and help avoid conflicts

D. To manage standard changes

Which guiding principle focuses on reducing costs and human errors?

A. Focus on value

B. Collaborate and promote visibility

C. Optimize and automate

D. Think and work holistically

Which guiding principle helps to ensure that each improvement effort has
more focus and is easier to maintain?

A. Start where you are

B. Collaborate and promote visibility

C. Progress iteratively with feedback

D. Think and work holistically

What is important for a 'continual improvement register' (CIR)?

A. Improvement ideas are documented, assessed and

prioritized

B. Improvement ideas from many sources are kept in a single CIR

C. Improvement ideas that are not being actioned immediately are

removed from the CIR

D. Improvement ideas are tested, funded and agreed

Which is a purpose of the ‘service level management’ practice?

A. To establish and nurture the links between the organization and its
stakeholders

B. To ensure that the organization’s suppliers and their performance

are managed appropriately

C. To support the agreed quality of a service by handling all agreed,

user-initiated service requests
 D. To set clear business-based targets for service levels

What describes the steps needed to create and deliver a specific service
to a consumer?

A. Service management

B. Practices

C. A value stream

D. Service level management

Which helps to manage an incident when it is unclear which support team

should be working on the incident?

A. Disaster recovery plans

B. Swarming

C. Target resolution times

D. Self-help

Which statement about the 'continual improvement' practice is CORRECT?

A. Continual improvement participation should be limited to a small

dedicated team

B. It is the role of senior management to authorize improvement

initiatives

C. Training should be provided to those involved in continual

improvement

D. A single continual improvement register should be maintained by

senior management

Which does the ITIL service value system discourage?

A. Coordinated authorities and responsibilities

B. Organizational silos

C. Interfaces among practices

D. Organizational agility
An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?

A. A single SLA defines target service levels for multiple customers, so

every customer sees reports about other customers' experiences

B. The metrics in an SLA are focused on internal measures, so

that reports show everything is good, while the customer is
not satisfied

C. SLA targets change very frequently, so that each report includes

new measures and trends cannot be analyzed

D. Introducing SLAs for a service enables customers to see that the

service provider is doing a really good job, so this improves
satisfaction

Which practice includes conducting regular reviews to ensure that

services are still appropriate and relevant?

A. Service level management

B. Service desk

C. Continual improvement

D. Change enablement

What is a service?

A. A possible event that could cause harm or loss, or make it more

difficult to achieve objectives

B. 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

C. A tangible or intangible deliverable of an activity

D. Joint activities performed by a service provider and a service

consumer to ensure continual value co-creation based on agreed
and available service offerings
Which TWO are important aspects of the ‘service request management’
practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

What is required by all service desk staff?

A. Excellent technical knowledge

B. Root cause analysis skills

C. Demonstration of emotional intelligence

D. Knowledge of telephony technology

Which practice establishes a channel between the service provider and its
users?

A. Relationship management

B. Change enablement

C. Supplier management

D. Service desk

Which practice includes the use of approaches such as Lean, Agile and
DevOps with the aim of facilitating a greater amount of change at a
quicker rate?

A. Service desk

B. Monitoring and event management

 C. Service level management

D. Continual improvement

Which practice has a purpose that includes maximizing success by

ensuring that risks have been properly assessed?

A. Relationship management

B. Change enablement

C. Release management

D. Monitoring and event management

Which practice provides users with a way to get various requests

arranged, explained and coordinated?

A. Service level management

B. Relationship management

C. Continual improvement

D. Service desk

Which helps to streamline the fulfilment of service requests?

A. Understanding which service requests can be accomplished

with limited approvals

B. Creating new workflows for every service request

C. Separating requests relating to service failures from the degradation

of services

D. Eliminating service requests which have complex workflows

Which statement about outcomes is CORRECT?

A. They are deliverables provided to service consumers

B. They allow service consumers to achieve a desired result

C. They provide products to service providers based on outputs

D. They co-create value for service providers by reducing costs and

risks
Which guiding principle says that services and processes should NOT
provide a solution for every exception?

A. Keep it simple and practical

B. Collaborate and promote visibility

C. Think and work holistically

D. Optimize and automate

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 performances are [?] appropriately to
support the seamless provision of quality products and services.

A. measured

B. rewarded

C. managed

D. defined

Identify the missing words in the following sentence.

The purpose of the service configuration management practice is to
ensure that accurate and reliable information about the [?], and the CIs
that support them, is available when and where it is needed.

A. relationships with suppliers

B. configuration of services

C. skills of people

D. authorization of changes
Which practice requires skills and competencies related to business
analysis, supplier management and relationship management?

A. Incident management

B. Monitoring and event management

C. Service level management

D. IT asset management

When should a workaround be created?

A. As soon as possible, once the incident is logged

B. After the resolution of a problem

C. When a problem cannot be resolved quickly

D. When a potential permanent solution has been identified

What is a configuration item?

A. Any financially valuable component that can contribute to the

delivery of an IT product or service

B. Any change of state that has significance for the management of a

service

C. Any component that needs to be managed in order to deliver

an IT service

D. A problem that has been analyzed but has not been resolved

Identify the missing words in the following sentence.

When an organization has decided to improve a service, it should start by
considering [?].

A. existing information

B. new methods

C. additional measurements

D. revised processes
Which is a use of the change schedule?

A. Assigning resources to changes

B. Deciding the approval authority for changes

C. Automating the change process

D. Creating change models

Which dimension of service management considers the workflows and

controls needed to deliver services?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

Which guiding principle considers how the steps of a process can be

performed as efficiently as possible?

A. Focus on value

B. Start where you are

C. Think and work holistically

D. Optimize and automate

Which statement about the 'incident management' practice is CORRECT?

A. It identifies the cause of major incidents

B. It authorizes changes to resolve incidents

C. It maintains detailed procedures for diagnosing incidents

D. It resolves the highest impact incidents first

How should an organization prioritize incidents?

 A. Ask the user for their preferred resolution timeframe

B. Assess the availability of the appropriate support team

C. Use an agreed classification which is based on the business

impact of the incident

D. Create an order of incidents based on the dates and times when

they were logged

Which is a purpose of the 'relationship management' practice?

A. To systematically observe services and service components

B. To protect the information needed by the organization to conduct its

business

C. To be the entry point and single point of contact for the service
provider with all of its users

D. To identify, analyze, monitor, and continually improve links

with stakeholders

Which statement about problems is CORRECT?

A. Problems are not related to incidents

B. Problems must be resolved quickly in order to restore normal

business activity

C. Problem analysis should focus on one of the four dimensions to

achieve a fast diagnosis

D. Problem prioritization involves risk assessment

Which is a risk that might be removed from a service consumer by an IT

service?

A. Service provider ceasing to trade

B. Security breach

C. Failure of server hardware

D. Cost of purchasing servers

Which is one of the MAIN concerns of the 'design and transition' value
chain activity?

A. Understanding the organization's vision

B. Understanding stakeholder needs

C. Meeting stakeholder expectations

D. Ensuring service components are available

Which should be handled by 'service request management'?

A. A request to implement a security patch

B. A request to provide a laptop

C. A request to resolve an error in a service

D. A request to change a target in a service level agreement

What can be described as an operating model for the creation and

management of products and services?

A. Governance

B. Service value chain

C. Guiding principles

D. Practices

Which action is performed by a service provider?

A. Requesting required service actions

B. Authorizing budget for service consumption

C. Ensuring access to agreed resources

D. Receiving of the agreed goods

Which step of the continual improvement model includes baseline
assessments?

A. Did we get there?

B. Where are we now?

C. What is the vision?

D. Where do we want to be?

Which describes a 'change authority'?

A. A model used to determine who will assess a change

B. A person who approves a change

C. A tool used to help plan changes

D. A way to manage the people aspects of change

Which is NOT a component of the service value system?

A. The service value chain

B. Opportunity and demand

C. Continual improvement

D. Governance

Which statement about service relationship management is CORRECT?

A. It focuses on the service actions performed by users

B. It requires the service consumer to create resources for the service

provider

C. It requires co-operation of both the service provider and

service consumer

D. It focuses on the fulfilment of the agreed service actions

What is the MOST important reason for prioritizing incidents?

A. To ensure that user expectations are realistic

B. To ensure that incidents with highest impact are resolved

first

C. To help information-sharing and learning

D. To provide links to related changes and known errors

Which 'service level management' activity helps staff to deliver a more

business-focused service?

A. Creating targets based on the percentage of uptime of a service

B. Understanding the ongoing requirements of customers

C. Using complex technical terminology in service level agreements

(SLAs)

D. Measuring low-level operational activities

Which practice has a purpose that includes the handling of pre-defined,

user-initiated demands for service?

A. Service request management

B. Service configuration management

C. Deployment management

D. Change enablement

Which guiding principle considers which parts of an existing process

should be kept by identifying how they contribute to value creation?

A. Progress iteratively with feedback

B. Collaborate and promote visibility

C. Think and work holistically

D. Keep it simple and practical

What is the purpose of the 'monitoring and event management' practice?

A. To restore normal service operation as quickly as possible

B. To manage workarounds and known errors

C. To capture demand for incident resolution and service requests

D. To systematically observe services and service components

Which statement about outcomes is CORRECT?

A. Outcomes rely on outputs to deliver results for a

stakeholder

B. Outcomes use activities to produce tangible or intangible

deliverables

C. Outcomes give service consumers assurance of products or services

D. Outcomes help a service consumer to assess the cost of a specific

activity

Which skill is required by the 'service level management' practice?

A. Supplier management

B. Technical expertise

C. Event monitoring

D. Problem management

Which statement about the 'continual improvement model' is CORRECT?

A. Organizations should work through the steps of the model in the

sequence in which they are presented

B. The flow of the model helps organizations to link

improvements to its goals

C. The model is applicable to only certain parts of the service value

system

D. Organizations should use an additional model or method to link

improvements to customer value
What is the definition of warranty?

A. A means of identifying events that could cause harm or loss

B. A means of determining whether a service is fit for purpose

C. A means of identifying a result for a stakeholder

D. A means of determining whether a service is fit for use

Which practice has a purpose that includes managing risks relating to

confidentiality, integrity and availability?

A. Change enablement

B. Problem management

C. Information security management

D. Service configuration management

Which statement about value creating activities is CORRECT?

A. Each value stream should be designed with a specific

combination of service value chain activities

B. Service value chain activities have pre-determined dependencies on

ITIL practices

C. A value stream is an operating model for creating value through

products and services

D. Organizations should ensure that each value stream is applicable to

many scenarios

Which is provided by the 'engage' value chain activity?

A. Ensuring that stakeholder expectations for quality are met

B. Ensuring that stakeholder needs are understood by the

organization
 C. Ensuring that service components are available when needed

D. Ensuring that services are operated to meet agreed specifications

Which is part of the 'focus on value' guiding principle?

A. Understanding what services help the service consumer

B. Reducing the number of steps in the customer experience

C. Assessing services to identify parts that can be reused

D. Identifying activities that can be achieved in smaller iterations

Which is part of the definition of a customer?

A. The role that defines the requirements for a service

B. A means of enabling value co-creation

C. The role that authorizes budget for service consumption

D. A set of specialized organizational capabilities for enabling value

Which guiding principle helps an organization to understand the impact of

an altered element on other elements in a system?

A. Focus on value

B. Start where you are

C. Think and work holistically

D. Keep it simple and practical

Identify the missing words in the following sentence:

The 'incident management' practice should maintain [?] for logging and
managing incidents.

A. a dedicated team

B. a formal process

C. detailed procedures

D. a value chain activity

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

A. To make new and changed services and features available for use

B. To move new or changed components to live environments

C. To plan and manage the full lifecycle of all IT assets

D. To protect the information needed by the organization to conduct its

business

Which TWO statements about the guiding principles are CORRECT?

1. The guiding principles support continual improvement
2. Each guiding principle applies to a selection of the available stakeholder
groups
3. Organizations should decide which one of the guiding principles is
relevant to them
4. Organizations should consider how the guiding principles interact with
each other

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

Which is an activity of 'problem identification'?

A. Analyzing information from software developers

B. Establishing problem workarounds

C. Analyzing the cause of problems

D. Establishing potential permanent solutions

Which practice uses technologies such as intelligent telephony systems, a

knowledge base and monitoring tools?

A. Service configuration management

B. Service desk
 C. Problem management

D. Deployment management

Which statement about standard changes is CORRECT?

A. A full assessment should be completed each time the change is

implemented

B. The change can be implemented with less testing if necessary

C. The appropriate change authority should be assigned to each type

of change

D. The change does not require additional authorization

Which TWO are considered part of the 'organizations and people'

dimension of service management?
1. Systems of authority
2. Culture
3. Relationships between organizations
4. Workflows

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

Which statement about the 'service request management' practice is

CORRECT?

A. Service requests are fulfilled using simple workflows

B. A new workflow is created for each type of request

C. Additional approval is sometimes needed for restoration of service

D. Financial authorization is sometimes required for service

requests

What is a cause, or potential cause, of one or more incidents?

A. A problem
 B. A configuration item

C. A workaround

D. An incident

Which guiding principle says that it is not usually necessary to build

something new?

A. Focus on value

B. Start where you are

C. Progress iteratively with feedback

D. Think and work holistically

Which practice includes management of workarounds and known errors?

A. Monitoring and event management

B. Service configuration management

C. Problem management

D. Incident management

177 Which activity is part of the 'continual improvement' practice?

A. Handling compliments and complaints from users to identify

improvements

B. Improving relationships with and between stakeholders

C. Prioritizing and creating business cases for improvement

initiatives

D. Identifying the cause of unplanned interruptions to service

Identify the missing word in the following sentence:

A service is a means of enabling value co-creation by facilitating [?] that
customers want to achieve, without the customer having to manage
specific costs and risks.

A. utility

B. warranty
 C. outcomes

D. outputs

Which is a low risk change that has been pre-approved so that no

additional authorization is needed?

A. A standard change

B. A change model

C. An emergency change

D. A normal change

Which describes the 'plan' value chain activity?

A. It ensures a shared understanding of the current status and

vision for all products and services across the organization

B. It ensures that services are delivered and supported according to

agreed specifications and stakeholders' expectations

C. It ensures that service components are available when and where

they are needed, and meet agreed specifications

D. It ensures continual improvement of products, services, and

practices across all value chain activities

Which phase of problem management includes analyzing incidents to look

for patterns and trends?

A. Problem identification

B. Problem control

C. Error control

D. Post-implementation review

Which statement about the 'optimize and automate' guiding principle is

CORRECT?
 A. Activities should be automated before they are optimized

B. Automation is best applied to non-standard tasks

C. Technology eliminates the need for human intervention

D. Automation frees human resources for more complex

activities

What is defined as any financially valuable component that can contribute

to the delivery of a service?

A. Configuration item

B. Product

C. IT asset

D. Event

Which MOST helps an organization adapt ITIL concepts so that they apply
to the organization's specific circumstances?

A. Continual improvement

B. Service value chain

C. Practices

D. Guiding principles

What is the MAIN benefit of 'problem management'?

A. Restoring normal service as quickly as possible

B. Reducing the number and impact of incidents

C. Maximizing the number of successful changes

D. Managing workarounds and known errors

Which guiding principle discourages 'silo activity'?

A. Focus on value

B. Start where you are

C. Collaborate and promote visibility

 D. Keep it simple and practical

What is included in the purpose of the 'relationship management'

practice?

A. Identifying, analyzing, monitoring, and the continual

improvement of relationships with stakeholders

B. Setting clear business-based targets so that the delivery of a service

can be properly assessed

C. Creating collaborative relationships with key suppliers to uncover

and realize new value

D. Handling all pre-defined, user-initiated service requests in an

effective and user-friendly manner

Which practice facilitates operational communication between the service

provider organization and users in the service consumer organization?

A. Service level management

B. Relationship management

C. Service desk

D. Monitoring and event management

Which dimension considers the application of artificial intelligence to

service management?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

Which type of change is MOST LIKELY to be initiated as part of the 'service

request management' practice?
 A. A normal change

B. An emergency change

C. A standard change

D. A change model

Which benefit is MOST aligned with the guiding principle 'progress

iteratively with feedback'?

A. Service providers are able to respond more quickly to

customer needs

B. Bottlenecks in the service provider's workflow are identified

C. The complexities of the service provider's IT systems are identified

D. The service provider gains a better understanding of the customer

experience

192 Which costs are included in the value proposition of a service?

A. Additional expense that the service consumer has because they are
using the service

B. Money that the service consumer no longer needs to spend

because they are using the service

C. Tangible or intangible results for the service consumer because they

are using the service

D. The benefits, usefulness, and importance of the service that are

perceived by the service consumer

Identify the missing word in the following 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
194 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 suppliers

D. Value streams and processes

Staff in an IT organization are very busy, mostly carrying out tasks that
add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be
eliminated?

A. Keep it simple and practical

B. Think and work holistically

C. Start where you are

D. Progress iteratively with feedback

Which practice has a purpose that includes the management of financially

valuable components that can contribute to the delivery of an IT service?

A. Deployment management

B. Continual improvement

C. Monitoring and event management

D. IT asset management

Which practice ensures that service actions, that are a normal part of
service delivery, are effectively handled?

A. Incident management
 B. Service level management

C. Problem management

D. Service request management

A service will be unavailable for the next two hours for unplanned
maintenance.
Which practice is MOST LIKELY to be involved in managing this?

A. Incident management

B. Problem management

C. Change enablement

D. Service request management

Which practice is MOST associated with the use of empathy to understand

users?

A. Service desk

B. Continual improvement

C. Service level management

D. Change enablement

Identify the missing word in the following sentence:

A customer defines the [?] for a service and takes responsibility for the
outcomes of service consumption.

A. requirements

B. resources

C. suppliers

D. products

Which of the following ensures that a service provider and a service

consumer continually co-create value?

A. Service consumption

B. Service offerings
 C. Service level management

D. Service relationship management

What type of charge is often used for resolving incidents or implementing

security patches?

A. Standard change

B. Normal change

C. Emergency change

D. Change model

Which of the following includes configuring components and activities to

facilitate outcomes for stakeholders?

A. Service relationship management

B. Service consumption

C. The service value system

D. The 'release management' practice

Which statement about outcomes is CORRECT?

A. Outcomes enable products to be delivered to a stakeholder

B. An outcome defines the amount of money spent on technology for a

service

C. An outcome depends on at least one output to deliver a

result

D. Outcomes provide assurance to stakeholders on how a service

performs

Which phase of problem management includes the regular re-assessment

of the effectiveness of workarounds?

A. Problem identification

B. Problem control

C. Error control
 D. Problem analysis

Which practice performs reviews to ensure that services continue to meet

the needs of the customers?

A. Monitoring and event management

B. Service level management

C. Change enablement

D. Service desk

Which service value chain activity deals with the purchase of new
products?

A. Engage

B. Obtain/build

C. Plan

D. Improve

Which of the following is included in the purpose of the 'continual

improvement' practice?

A. The restoration of normal service operation as quickly as possible

B. The establishment of links between the organization and its

stakeholders at strategic and tactical levels

C. The alignment of the organization's practices and services

with changing business needs

D. The reduction of the likelihood and impact of incidents

209 - Which is included in the purpose of the 'improve' value chain

activity?

A. Ensuring the continual improvement of practices across all

value chain activities

B. Ensuring that services continually meet expectations for quality,

costs, and time to market
 C. Ensuring a shared understanding of the improvement direction for
services across the organization

D. Ensuring continual engagement and good relationships with all

stakeholders

Which is the BEST type of resource for investigating complex incidents?

A. Self-help systems

B. Knowledgeable support staff

C. Detailed work instructions

D. Disaster recovery plans

What is defined as `any component that needs to be managed in order to

deliver an IT service`?

A. An event

B. An IT asset

C. A configuration item

D. A change

Which TWO of the following statements are MOST associated with the
'optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate
for each type of stakeholder.
2. Complex systems should be designed with an understanding of how the
components' parts are related.
3. Organizations should consider whether technology could improve the
efficiency of manual processes.
4. It is important to understand the organization's objectives when
assessing the impact of potential improvements

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4
213 Which statement about emergency changes is CORRECT?

A. Emergency changes are low risk and well understood

B. Authorization of emergency changes may be deferred until after

implementation

C. It is necessary to complete all documentation before an emergency

change is implemented

D. Emergency changes are not usually recorded in the change

schedule

Which is the definition of an IT asset?

A. Any financially valuable component that contributes to a

service

B. Any request from a user that is a normal part of service delivery

C. Any component that needs to be managed to deliver a service

D. Any change of state that has significance for the management of a

service

215 Which dimension of service management includes consideration of

the type of relationship required with other organizations involved in the
design and delivery of services?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

What is defined as 'the role that uses services'?

A. Service consumer

B. Customer

C. User
D. Sponsor

1. Which value chain activity ensures people understand the

organization's vision? Plan
2. What should be done for every problem? - It should be prioritized
based on its potential impact and probability
3. What is co-created through active collaboration between providers
and consumers – Value
4. What is the definition of an event? Any change of state that has
significance for the management of a service or other configuration
item
5. Which practice has an impact on the customer's perception of the
service provider, by restoring service? – Incident Management.
6. Which practice has a purpose that includes restoring normal service
operation as quickly as possible? – Incident Management
7. What is the definition of change? To add, modify or remove anything
that could have a direct or indirect effect on services
8. Which should be handled using the 'service request management'
practice - A request from a user for provision of a pre-defined
resource
9. What is the term for using the output of an activity as a new input? –
Feedback Loop
10. Which practice includes carrying out service reviews - Service
level management
11. Which source of information for 'service level management'
includes asking questions such as "What are your goals?", and "How
can we help you more?"? – Customer Engagement.
12. Which guiding principle emphasizes the need to understand
the flow of work in progress, identify bottlenecks, and uncover
waste? – Collaborate and Promote Visibility.
13. Which is included in the purpose of the 'design and transition'
value chain activity? - To ensure that products and services
continually meet stakeholder expectations
14. Which dimension of service management considers
governance, management, and communication? - Organizations and
people
15. Which statement about the guiding principle 'collaborate and
promote visibility' is CORRECT? When stakeholders have poor
visibility of improvement work, they may think it has low priority
 16. Which value chain activity provides a good understanding of
stakeholder needs? - Engage

01. How should an organization include third-party suppliers in

the continual improvement of services?

a) Ensure suppliers include details of their approach to service

improvement in contracts

b) Require evidence that the supplier uses agile development methods

c) Require evidence that the supplier implements all improvements using

project management practices

d) Ensure that all supplier problem management activities result in

improvements

02. What is the reason for using a balanced bundle of service

metrics?

a) It reduces the number of metrics that need to be collected

b) It reports each service element separately

c) It provides an outcome-based view of services

d) It facilitates the automatic collection of metrics

03. Why should incidents be prioritized?

a) To help automated matching of incidents to problems or known errors

b) To identify which support team the incident should be escalated to

c) To ensure that incidents with the highest business impact are

resolved first

d) To encourage a high level of collaboration within and between teams

04. Which guiding principle recommends assessing the current

state and deciding what can be reused?

a) Focus on value

b) Start where you are

c) Collaborate and promote visibility

d) Progress iteratively with feedback

05. How do all value chain activities transform inputs to outputs?

a) By determining service demand

b) By using a combination of practices

c) By using a single functional team

d) By implementing process automation

06. Which practice ensures that accurate and reliable information

is available about configuration items and the relationships
between them?

a) Service configuration management

b) Service desk

c) IT asset management

d) Monitoring and event management

07. What does the 'service request management' practice depend

on for maximum efficiency?

a) Compliments and complaints

b) Self-service tools

c) Processes and procedures

d) Incident management

08. Which term describes the functionality offered by a service?

a) Cost

b) Utility

c) Warranty

d) Risk

09. Why should service desk staff detect recurring issues?

a) To help identify problems

b) To escalate incidents to the correct support team

c) To ensure effective handling of service requests

d) To engage the correct change authority

10. What is the effect of increased automation on the 'service

desk' practice?

a) Greater ability to focus on customer experience when personal

contact is needed

b) Decrease in self-service incident logging and resolution

c) Increased ability to focus on fixing technology instead of supporting

people

d) Elimination of the need to escalate incidents to support teams