SAMPLE PAPER C

1. What is the CORRECT definition of Service Management?

a) An organization supplying agreed services to both internal and external customers

through a service catalogue
b) A specialized internal service provider that is embedded within the customer business
unit
c) The resources that are utilized to provide value to internal and external customers
through services
d) A set of specialized organizational capabilities for enabling value to customers in the
form of services

2. Which dimension includes activities and workflows?

a) Value streams and processes

b) Organizations and People
c) Information and Technology
d) Partners and suppliers

3. What is an IT asset?

a) Any component that needs to be managed in order to deliver a service

b) Any financially valuable component that can contribute to delivery of an IT product or
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

4. Identify 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) Utility
c) Costs
d) Warranty

5. Which statement about outcomes is CORRECT?

a) Outcomes help service consumers achieve outputs

b) Service providers help service consumers achieve outcomes
c) Outcomes are one or more services that fulfill the needs of a service consumer
d) Helping service consumers achieve outcomes reduces service provider costs
6. 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 practices and services 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
requests

7. Which activity is part of the Continual Improvement practice?

a) Identifying and logging improvement opportunities

b) Populating and maintaining the asset register
c) Providing a clear path for users to report issues, queries, and requests
d) Delivering tactical and operational engagement with customers

8. Which guiding principle recommends using the minimum number of steps necessary to
achieve an objective?

a) Start where you are

b) Keep it simple and practical
c) Focus on value
d) Progress iteratively with feedback

9. Which of these should be logged and managed as a problem?

a) A monitoring tool detects a change of state for a service

b) Trend analysis shows a large number of similar incidents
c) A user requests delivery of a laptop
d) Continual improvement needs to prioritize an improvement opportunity

10. Which stakeholders co-create value in a service relationship?

a) Investor and Consumer

b) Investor and Supplier
c) Provider and supplier
d) Consumer and Provider

11. Which ITIL practice uses techniques such as SWOT analysis, balanced scorecard
reviews, and maturity assessments?

a) Service Request Management

b) Service Level Management
c) Continual Improvement
d) Incident Management
12. Which of the following is included in a Service Offering?

a) Service Relationship
b) Service Provisioning
c) Components
d) Service Actions

13. Which practice has a purpose that includes aligning the organization’s practices and
services with changing business needs?

a) Continual improvement
b) Service Level Management
c) Service Configuration Management
d) Relationship Management

14. Which gives a user access to a system?

a) Service consumption
b) Service provision
c) Service agreement
d) Service requirement

15. Which skill is an essential part of the Service Level Management practice?

a) Technical knowledge
b) Diagnosis
c) Listening
d) Problem analysis

16. Which is the purpose of the ‘engage’ value chain activity?

a) Meeting expectations for quality, costs, and time-to-market

b) Ensuring that the organization’s vision is understood
c) Ensuring the continual improvement of services
d) Providing transparency and good relationships

17. Which is an example of a service action?

a) A service desk agent provides support to a user

b) A mobile phone enables a user to work remotely
c) A license allows a user to install a software product
d) A password allows a user to install a software product
 18. What is defined as a change of state that has significance for the management of an
IT service?

a) Incident
b) Problem
c) Known Error
d) Event

19. Which two statements about the Service Request Management practice are
CORRECT?

1. Service requests result from a failure in service

2. Complaints can be handled as service requests
3. Service requests are part of normal service delivery
4. Normal changes should be handled as service requests

a) 2 and 3
b) 1 and 2
c) 3 and 4
d) 1 and 4

20. What is described by the Service Value System?

a) Services based on one or more products, designed to address needs of a target

consumer group
b) How to apply the systems approach of the guiding principle ‘think and work
holistically’
c) How all the components and activities of the organization work together as a
system to enable value creation
d) Joint activities performed by a service provider and a service consumer to ensure
continual value co-creation

21. What is defined as an unplanned interruption or reduction in the quality of a service?

a) An incident
b) A change
c) An event
d) A problem

22. 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
23. How should automation be implemented?

a) By replacing human intervention wherever possible

b) By optimizing as much as possible first
c) By replacing the existing tools first
d) By initially concentrating on the most complex tasks

24. Which is NOT a component of the Service Value System?

a) The guiding principles

b) The four dimensions of service management
c) Governance
d) Practices

25. 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

26. 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 and where it is needed.

a) Suppliers
b) Assets
c) CIs
d) Customers

27. Which practice requires that staff demonstrate excellent customer service skills, such
as empathy and emotional intelligence?

a) Supplier Management
b) Service Desk
c) Problem Management
d) Release Management

28. 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) Tools
b) Measurement
c) Plans
d) Processes
29. Which practice owns and manages issues, queries and requests from users?

a) Incident Management
b) Service Desk
c) Problem Management
d) Change Control

30. Which describes a standard change?

a) A high-risk change that needs very thorough assessment

b) A change that must be implemented as soon as possible
c) A change that is typically implemented as a service request
d) A change that needs to be scheduled, assessed, and authorized following a defined
process

31. What are the three phases of Problem Management?

a) Problem Analysis, Error Identification, Incident Resolution

b) Problem Logging, Problem Classification, Problem Resolution
c) Problem Identification, Problem Control, Error Control
d) Incident Management, Problem Management, Change Control

32. 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 workflows for each type of service request
c) Avoid workflows for simple service requests
d) Leverage existing workflows whenever possible

33. What is defined as any component that needs to be managed in order to deliver an IT
Service?

a) An incident
b) An IT Asset
c) A service request
d) A configuration item (CI)

34. Which is a key activity carried out in the ‘Did we get there’ step of the Continual
Improvement model?

a) Define measurable targets

b) Evaluate measurements and metrics
c) Perform baseline assessments
d) Execute improvement actions
35. A major incident has been closed, but there is a risk that it might happen again.
How should this be logged and managed?

a) As a change request
b) As an event
c) As a problem
d) As a service request

36. Identify the missing words in the following sentence.

A user is [?] that uses services

a) A role
b) An organization
c) A team
d) A supplier

37. What is the purpose of the Information Security Management practice?

a) To observe services and service components

b) To plan and manage the full lifecycle of all IT assets
c) To ensure that accurate and reliable information about the configuration of services
is available when and where it is needed
d) To protect the information needed by the organization to conduct its business

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

a) Utility
b) Asset
c) Outcome
d) Cost

39. Which describes the steps needed to create and deliver a specific service to a
consumer?

a) Service management
b) A value stream
c) Service level management
d) Practices

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

a) Progress iteratively with feedback

b) Start where you are
c) Collaborate and promote visibility
d) Think and work holistically
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. D 30. C

11. C 31. C

12. D 32. D

13. A 33. D

14. B 34. B

15. C 35. C

16. D 36. A

17. A 37. D

18. D 38. D

19. A 39. B

20. C 40. A