SAMPLE PAPER B
1. Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
a) Focus on value
b) Collaborate and promote visibility
c) Optimize and automate
d) Think and work holistically
2. What is warranty?
a) Assurance that a product or service will meet agreed requirements
b) The functionality offered by a product or service to meet a particular need
c) The perceived benefits, usefulness, and importance of something
d) The amount of money spent on a specific activity or resource
3. 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
4. What is defined as “a means of enabling value co-creation by facilitating outcomes that
customers want to achieve without the customer having to manage specific costs and
risks”?
a) Service Management
b) Continual Improvement
c) A service
d) An IT Asset
5. What is a change schedule PRIMARILY used for?
a) To ensure that a single change authority reviews every change
b) To help plan changes, assist in communication and avoid conflicts
c) To help plan, authorize and schedule emergency changes
d) To publish a list of service requests that users can select
6. Which is part of the scope of Relationship Management practice?
a) Understanding the business outcomes the customer wants to achieve
b) Chairing the Change assessments for important business changes
c) Communicating updates about service requests
d) Finding the underlying cause of business-critical service outages
7. 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
8. Which statement about the use of measurement in the ‘start where you are’ guiding
principle is CORRECT?
a) It should always be used instead direct observation
b) It should always be used to support direct observation
c) Measured data is always more accurate than direct observation
d) The act of measuring always positively impacts results
9. What is the purpose of the Incident Management practice?
a) To reduce the likelihood and impact of incidents by identifying actual and potential
causes of incidents
b) To minimize the negative impact of incidents by restoring normal service operation
as quickly as possible
c) To capture demand for incident resolution and service requests
d) To support the agreed service quality by effective handling of all agreed user-
initiated service requests
10. Which statement about the ‘change enablement’ practice is CORRECT?
a) Normal changes are triggered by the creation of a change request which can
be created manually or automated
b) Assessment and authorization of normal changes should be expedited to
ensure they can be implemented quickly
c) Standard changes are those that need to be scheduled, assessed, and
authorized following a standard process
d) There should be a separate change authority for standard changes which
includes senior managers who understand the risks involved
11. What is the purpose of the ‘problem management’ practice?
a) To protect the information needed by the organization to conduct its business
b) To align the organization’s practices and services with changing business needs
through the ongoing identification and improvement of services
c) To reduce the likelihood and impact of incidents by identifying actual and potential
causes of incidents, and managing workarounds and known errors
d) To minimize the negative impact of incidents by restoring normal service operation as
quickly as possible
12. Which is part of service provision?
a) The management of resources needed to consume the service
b) The grouping of one or more services based on one or more products
c) The joint activities performed to ensure continual value co-creation
d) The management of resources configured to deliver the service
13. 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 the asset register
d) Providing a clear path for users to report issues, queries, and requests
14. Which is the purpose of the ‘service desk’ practice?
a) To minimize the negative impact of incidents by restoring normal service operation
as quickly as possible
b) To be the entry point and single point of contact for the service provider with all of
its users
c) To support the agreed quality of a service by handling all pre-defined, user-
initiated service requests
d) To establish and nurture the links between the organization and its stakeholders at
strategic and tactical levels
15. Which guiding principle recommends eliminating activities that do not contribute to
the creation of value?
a) Start where you are
b) Optimize and automate
c) Keep it simple and practical
d) Collaborate and promote visibility
16. Which practice coordinates the classification, ownership and communication of
service requests and incidents?
a) Relationship Management
b) Supplier Management
c) Problem Management
d) Service Desk
17. Which practice requires that staff demonstrate excellent customer service skills, such
as empathy and emotional intelligence?
a) Service Desk
b) Supplier Management
c) Problem Management
d) Release Management
18. What is defined as a cause, or potential cause, of one or more incidents?
a) Change
b) Event
c) Known Error
d) Problem
19. The management of information security incidents usually requires?
a) A separate process
b) Immediate escalation
c) Specialist teams
d) Third party support
20. What is used to link activities within the service value chain?
a) Service level agreements
b) Opportunity, demand and value
c) Inputs, outputs and triggers
d) Service desk
21. Which is a purpose of the ‘service level management’ practice?
a) To set clear business-based targets for service levels
b) To establish and nurture the links between the organization and its stakeholders
c) To ensure that the organization’s suppliers and their performance are managed
appropriately
d) To support the agreed quality of a service by handling all agreed, user-initiated se
service requests
22. What is a recommendation of the ‘focus on value’ guiding principle?
a) Focus on value at every step of the improvement
b) Focus on value for the service provider first
c) Focus on the value of new and significant projects first
d) Make ‘focus on value’ a responsibility of the management
23. Which service level metrics are BEST for measuring user experience?
a) Operational metrics
b) Metrics linked to defined outcomes
c) Single system-based metrics
d) Metrics for the percentage of uptime of a service
24. Which are elements of the Service Value System (SVS)?
a) Service provision, service consumption, service relationship management
b) Governance, Service Value Chain, Practices
c) Outcomes, utility, warranty
d) Customer value, stakeholder value, organization
25. Which guiding principle recommends standardizing and streamlining manual
tasks?
a) Focus on value
b) Collaborate and promote visibility
c) Optimize and automate
d) Think and work holistically
26. 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 supports the performance of the consumer
d) A service that increases constraints on the consumer
27. Identify the missing word in the following sentence:
A change is defined as the addition, modification, or removal of anything that could
have a direct or indirect effect on____________.
a) Values
b) Services
c) Assets
d) Elements
28. What are guiding principles?
a) A set of specialized organizational capabilities for enabling value for customers
b) Recommendations that help an organization when adopting a service management
approach
c) A description of one or more services that help address the needs of a target
consumer group
d) A set of interconnected activities that help an organization deliver a valuable
service
29. Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
a) Service Desk
b) Problem Management
c) Change Control
d) Continual Improvement
30. Which statement about the steps to fulfil a service request is CORRECT?
a) They should be complex and detailed
b) They should include incident handling
c) They should be well-known and proven
d) They should be brief and simple
31. Which is a service request?
a) Requesting a workaround for an issue
b) Requesting an enhancement to an application
c) Requesting information about how to create a document
d) Requesting investigation of a degraded service
32. Which skill is an essential part of the Service Level Management practice?
a) Technical knowledge
b) Diagnosis
c) Problem analysis
d) Listening
33. Which statement about emergency changes is CORRECT?
a) The testing of emergency changes can be eliminated in order to implement the
change quickly
b) Emergency changes should be authorized and implemented as service requests
c) Emergency changes must be fully documented before authorization and
implementation
d) The assessment and authorization of emergency changes is expedited to ensure
they can be implemented quickly
34. What are ‘engage’, ‘plan’, and ‘improve’ examples of?
a) Service level management
b) Service value chain activities
c) Service value chain inputs
d) Change control activities
35. Which is considered by the ‘partners and suppliers’ dimension?
a) Defining controls and procedures
b) Working with an integrator to manage relationships
c) Using formal roles and responsibilities
d) Using artificial intelligence
36. Which describes a set of defined steps for implementing improvements?
a) The ‘Continual Improvement Model’
b) The ‘Continual Improvement Register’
c) The ‘Engage’ value chain activity
d) The ‘Improve’ value chain activity
37. What are the MOST important skills required by service desk staff?
a) Technical skills
b) Problem resolution skills
c) Supplier management skills
d) Incident analysis skills
38. When should a change request be submitted to resolve a problem?
a) As soon as solution for the problem has been identified
b) As soon as the analysis of the frequency and impact of incidents justifies the
change
c) As soon as a workaround for the problem has been identified
d) As soon as the analysis of cost, risks, and benefits justifies the change
39. When should a change request be submitted to resolve a problem?
a) As soon as solution for the problem has been identified
b) As soon as the analysis of cost, risks, and benefits justifies the change
c) As soon as a workaround for the problem has been identified
d) As soon as the analysis of the frequency and impact of incidents justifies the
change
40. How does a service consumer contribute to the reduction of risk?
a) By communicating constraints
b) By paying for the service
c) By managing staff availability
d) By managing server hardware
ANSWERS:
1. D 21. A
2. A 22. A
3. B 23. B
4. C 24. B
5. B 25. C
6. A 26. C
7. A 27. B
8. B 28. B
9. B 29. B
10. A 30. C
11. C 31. C
12. D 32. D
13. A 33. D
14. B 34. B
15. C 35. B
16. D 36. A
17. A 37. D
18. D 38. D
19. A 39. B
20. C 40. A
