Question 1:

Omitted
You are hired as the new service management manager in your
organization. Within a few days of observation, he realizes that many of the
operational processes such as incidents, problems, and changes are not generating
value.

In this regard, it decides to carry out a process evaluation to determine the level
the current maturity of them and determine a baseline that allows you to have
a current 'photo' of the state and level of maturity of its processes.

According to the previous scenario, at what STEP of the Continuous Improvement Model does it
Are you currently finding yourself?

What is the vision?

Where do we want to be?

How do we get there?

Where are we now?

(Correct)

Explanation
The step of the continuous improvement model of ITIL, 'Where are we now' focuses on
to identify what the current state of the organization and its processes is and
establish a baseline of it that allows us to use it later
as a reference.
Question 2:
Omitted
In which STEP of the ITIL continuous improvement model are actions regularly taken?
Has the implementation of the changes that are part of the improvement plan been completed?

•
 Where are we now.

Take action.

(Correct)

Where we want to be.

What is the vision.

Explanation
El Paso, Take action establishes carrying out improvement actions.
planned.
Question 3:
Omitted
In the last 10 months, the Technology teams have been carrying out some
improvements on the current version of the CRM in order to enhance customer satisfaction
users by 5%, which was the target set months ago.

Currently, the person responsible for measurements and metrics is located

comparing the current results vs. the results obtained 10 months earlier.

According to this context, at what STEP of the Continuous Improvement Model is it located?
Who is responsible for the measurements at this moment?

Where are we now?

Have we arrived?

(Correct)

How do we get there?

 •

Take action.
Explanation
In the PASO 'We Have Arrived' of the Continuous Improvement model, it is established to generate
measurements and metrics with the previous baseline, in order to validate if they have
achieved the set objectives.
Question 4:
Omitted
In which STEP of the Continuous Improvement Model do we establish a baseline of the
current state, and shall we establish the next objectives?

Where are we now?

(Correct)

What is the vision?

How do we get there?

Where do we want to be?

Explanation
In the STEP "Where We Are Now" of the Continuous Improvement Model, we establish
a baseline of the current state, and we establish the next objectives for
subsequently make a comparison against the previous state.
Question 5:
Omitted
What STEP of the Continuous Improvement Model establishes maintaining efforts of
the activities already achieved and the actions already implemented, in order to
continue to encompass additional improvements on a permanent basis.

Where are we now?

 •

What is the vision?

How do we maintain momentum?

(Correct)

How do we get there?

Explanation
The STEP "How We Maintain the Momentum" of the Continuous Improvement Model
establish to maintain the efforts of the activities already achieved and the actions
implemented, in order to continue encompassing additional improvements in a
permanent.
Question 6:
Omitted
What should be regularly included in the practice of incident management?

Details of the procedures for carrying out diagnosis by the

technical teams.

Formal processes that mention how to report incidents.

(Correct)

Carefully observe all services and their components to

detect any change in their state.

An authority that approves the changes.

Explanation
Regularly in the practice of incident management, processes must be considered.
formal documents that mention how to register incidents.
Question 7:
Omitted
You and your coworkers are connected to the WiFi network of your
company throughout the morning.

This WiFi network worked well except after returning from lunch.
when it is detected that none of the laptops can be reconnected.

What concept is described in this scenario?

Event.

Service request.

Incident.

(Correct)

Change.
Explanation
An incident is the unplanned interruption or reduction in the quality of a
service.

In this scenario, none of the laptops can connect to the wireless network.

Question 8:
Omitted
Which of the following activities does NOT correspond to the activity 'Identification'?
of the Problem" of practical problem management.

Detect recurring and duplicate problem cases.

 •

Conduct a trend analysis of incident logs.

Analyze multiple incidents that may be interconnected.

Register the incident in the tool.

(Correct)

Explanation
The activity 'register the incident in the tool' corresponds to the practice
incident management, while the activity 'problem identification'
it belongs to the practice of problem management.
Question 9:
Omitted
Which of the following is NOT one of the phases of problem management?

Identification of the Problem.

Error Control.

Register the incident.

(Correct)

Problem Control.
Explanation
The practice of 'problem management' involves three distinct phases which are:
Problem identification, problem control, and error control.
The incident logging is an activity of the practice 'incident management'.

Question 10:
Omitted
How does the practice 'Service Request Management' contribute to the
Engage in the service value chain
(SVC).

Provides a channel for improvement initiatives by providing information

about trends, quality and feedback on requests for
service.

Include regular communication to gather specific requirements from

user, set expectations and provide updates of the
state.

(Correct)

It may require the acquisition of pre-approved service components.

Ensuring the normal delivery of the service and that users continue
being productive.
Explanation
The practice 'Service Request Management' contributes to the
Engage by including regular communication to
gather specific user requirements, set expectations and provide
status updates.
Question 11:
Omitted
Which of the following is an activity undertaken by someone who participates in the
practice "Service Request Management" as part of the activity of the
value chain IMPROVE.

Communicate with users to understand and validate their requests.

 •

Start and implement the standard changes.

Provide trends, metrics, and user feedback on the

requests.

(Correct)

Fulfill service requests in a timely manner by acquiring

components in advance for better response time.
Explanation
The practice 'Service Request Management' contributes to the activity of the
value chain IMPROVE, by providing trends, metrics, and feedback of
users about the requests, so that they can be analyzed and identified
improvements on the practice.
Question 12:
Omitted
What does a Service Desk mainly require to
establish a centralized service scheme?

Knowledge Bases.

(Correct)

24x7 support.

Third-party Employees.

Express Support Tables. (Without prior appointment)

Explanation
A CENTRALIZED Service Desk primarily requires having a
Good knowledge base, (Knowledge Base), telephony systems
intelligent, automatic call distributors (ACD) and tools of
remote support.
Question 13:
Omitted
If your organization has a Service Desk that is physically present
located in the same facilities as its users, and from there it provides
service to all branches in the country, what kind of Help Desk is this?

Virtualized

Follow the sun

Local.

Centralized.

(Correct)

Explanation
A centralized Service Desk is one where its employees are
physically in the same location, and share the same facilities as the
client.
Question 14:
Omitted
What should always be included in all Service Level Agreements (SLA)?

The expected and agreed results of the service, clearly defined.

(Correct)

•
 Metrics of service downtime.

Metrics of the percentage of free storage space in each

server.

The availability of services.

Explanation
All service level agreements (SLAs) must always reflect the
expected and agreed results of the service, clearly defined, above
simple operational metrics. This can be achieved with a set
balanced metrics both operational and business, always focusing on
the expected results of the business.
Question 15:
Omitted
Which of the following options is NOT a valid source of information to be
used in the periodic analysis of your service level agreement?

Customer feedback.

Operational Metrics.

Business results metrics.

Competitor metrics in the market.

(Correct)

Explanation
To carry out the periodic analysis of your service level agreement you do NOT
requires metrics from its competitors in the market.
Instead, it requires feedback from the customer and a set of
balanced metrics that include operational metrics and business metrics
that combined focus on the customer's results.

Question 16:
Omitted
You call the Service Desk reporting for the second time in the day that it does not
Cannot print on any of the network printers. The service desk
confirm that you have just restarted the service and that you can print again.

You ask what is the cause of this failure, and the service desk analyst responds to you.
explain that it is a patch that should be applied during the weekend and
that there is already a planned change that will definitively correct the
recurring failure, and that in these days before the change, a has been implemented a
script that automatically restarts and immediately raises the service of
printing barely triggers an event, in order to minimize the impact on the
service.

What is the name of the provisional action taken by the technical areas in order to
keep the service running while the change is applied with the solution
definitive next weekend?

Incident.

Problem.

Temporary Solution (Workaround).

(Correct)

Change.
Explanation
In this scenario, a temporary solution (workaround) was implemented to mitigate the
impact on the printing service and thus reduce the time of impact on
minimum possible when the service goes down.
Question 17:
Omitted
How does the practice 'Service Level Management' contribute to the activity of
value chain Engage/Commit (ENGAGE) of the value chain of
service (SVC).

Considering the planning of the product and service portfolio and the
service offers with information on performance and trends
of the same.

By using user comments about the service, as well as the

customer requirements, as they can be a driving force
for the improvement of the service.

Ensuring the ongoing commitment of customers and users, through

of the processing of your comments and with the continuous review of the
service.

(Correct)

Providing objectives for the components and performance of

service, as well as for the measurement and reporting capabilities of the
products and services.
Explanation
The practice "Service Level Management" contributes to the activity of
value chain involve/commit (ENGAGE), guaranteeing commitment
continuation of customers and users, through the processing of their comments
and with the continuous review of the service.
Question 18
Omitted
What term best describes a service that is delivered appropriately (Fit)
to be used and that considers the correct security, availability,
capacity and continuity.

Utility.
 •

Valor.

Guarantee.

(Correct)

Results.
Explanation
The WARRANTY is a term that describes how a service is delivered in a manner
appropriate (Fit for Use) in terms of the correct levels of security,
availability, capacity and continuity.
Question 19:
Omitted
What do the Guiding Principles establish?

Mandatory actions.

Prescriptive requirements.

Recommendations.

(Correct)

Government.
Explanation
A guiding principle is a RECOMMENDATION that can guide the organization in
all the circumstances in the adoption of service management.
Pregunta 20
Omitted
Which of the following options corresponds to the concept of KNOWN ERROR?

An unplanned interruption or degradation in quality of a

service.

A problem that has already been analyzed, and has not yet been resolved.

(Correct)

A state change of a service of a component.

Modify, add, or remove anything that is part of a service.

of IT.
Explanation
A KNOWN ERROR is a problem that has already been analyzed, and has not yet been resolved.
resolved.
Question 21:
Omitted
What is the correct definition of a known error?

It is the interruption of a service, or the reduction in the quality of it.

planned

It is the cause or potential cause of one or more incidents

A problem that has already been analyzed but has not yet been resolved.

(Correct)
 •

Any significant change of status for management of a

service or a configuration item (CI)
Explanation
Known error: It is a problem that has been analyzed, but not resolved.
Question 22:
Omitted
What is the purpose of the practice 'incident management'?

Minimize the negative impact of incidents through restoration

from the normal operation of the service as fast as possible

(Correct)

Register the request for the resolution of incidents and requests for
service

Reduce the probability and impact of incidents by identifying the root cause.
actual and potential incidents of one or more incidents

To support the agreed quality of service through effective management of

all service requests agreed upon and initiated by the user
Explanation
The purpose of incident management practice is to minimize negative impact.
of the incidents through the restoration of the normal operation of the service
as fast as possible
Question 23:
Omitted
What guiding principle primarily focuses on service consumers?

Start where you are

 •

Optimize and automate

Keep it simple

Focus on value

(Correct)

Explanation
By focusing on value, the first step is to know who it is delivered to.
the service. Therefore, the service provider must determine who will be the
consumer of their services in each case and who the stakeholders are
key (for example, clients, users or sponsors)
Question 24:
Omitted
Which of the following roles approves or authorizes the cost of services?

User

Authority of changes

Sponsor

(Correct)

Client
Explanation
Sponsor: It is a role that authorizes the budget for the consumption of services.
It can also be used to describe an organization or an individual who
provides financial or other support for an initiative.
Question 25:
Omitted
What is the definition of a CLIENT?

The person who authorizes the budget for the consumption of a service.

The person who works in an organization external to that of the provider

service.

The person who uses the services.

The person who defines the requirements of a service and makes the
responsibility for the results of the consumption of that service.

(Correct)

Explanation
A CLIENT is the person who defines the requirements of a service and makes the
responsibility for the results of the consumption of that service.

The person who authorizes the budget is the SPONSOR.

The person who uses the services is the USER.

Question 26:
Omitted
Identify the missing word(s) in the following sentence:

The Sponsor is the person who authorizes [ __________ ] for the consumption of a
service.

•
 The Results.

The Requirements.

The Outputs.

The Budget.

(Correct)

Explanation
The Sponsor is the person who authorizes THE BUDGET for consumption of
a service." It is also described as the person who provides the finances or
any other type of support for an initiative.
Question 27:
Omitted
What is the definition of a PROBLEM?

Add, modify, or remove anything that has a direct or

indirect about a service.

The unplanned interruption of a service, or the degradation in quality

of the same.

The cause, or potential cause, of one or more incidents.

(Correct)

A problem that has been analyzed but has not yet been solved.
Explanation
A PROBLEM is the cause, or potential cause, of one or several incidents.

Add, modify, or remove anything that has a direct or indirect impact

About a service, it is the concept of CHANGE.

The unplanned interruption of a service, or the degradation in the quality of

the same is the concept of INCIDENT.

A problem that has been analyzed but has not yet been solved is the
concept of KNOWN ERROR.

Pregunta 28
Omitted
What concept describes the action of adding, modifying, or removing anything?
that may have a direct or indirect impact on a service.

Change.

(Correct)

Event.

Incident.

Problem.
Explanation
A CHANGE is defined as the action of adding, modifying, or removing any
something that can have a direct or indirect impact on a service.
Question 29:
Omitted
Identify the missing word(s) in the following sentence:

The Practice [ __________ ] is responsible for capturing the demand for resolution.
of incidents and service requests.
 •

Incident Management

Service Level Management.

Service Request Management.

Service Desk.

(Correct)

Explanation
The Practice [SERVICE DESK] is responsible for capturing the demand of
incident resolution and service request handling.
Question 30:
Omitted
What is the purpose of the practice 'Service Configuration Management'?

Meet the committed quality level of a service by managing

All predefined and user-initiated service requests from
a simple and effective way.

Ensure that accurate and reliable information about the

configuration of services, and of the components (CIs) that it
they support, available wherever and whenever needed.

(Correct)

Set clear business-based objectives for performance

service, in order for the provision of a service to be evaluated,
 to monitor and manage oneself properly in relation to these
objectives.

Maximize the number of successful changes for the business, ensuring

that the risks have been adequately assessed, and authorize the
changes that proceed in order to manage an adequate program of
changes.
Explanation
The purpose of the practice 'Service Configuration Management' is to
ensure that accurate and reliable information about the configuration of the
services and the components (CIs) that support it are available where and
when necessary. This includes the information on how they are configured
CIs and the relationship between them.
Question 31:
Omitted
What is the purpose of the practice 'Service Request Management'?

Establish and promote links between the organization and the parties
interested at a strategic and tactical level. This includes the identification,
analysis, monitoring and continuous improvement of the relationships between the parties
interested.

Set clear business-based objectives for performance

service, in order for the provision of a service to be evaluated,
monitoring and managing themselves properly in relation to these
objectives.

Ensure that the organization's suppliers and their performance are

managed appropriately to support the provision of products and
quality services and without problems.

Comply with the committed quality level of a service, managing

all predefined and user-initiated service requests
a simple and effective way.
 (Correct)

Explanation
The purpose of the practice 'Service Request Management' is to comply with the
committed quality level of a service, managing all requests of
predefined services and user-initiated in a simple and effective way.
Question 32:
Omitted
What practice defines the concept of: 'Protecting the information that is needed'?
organization to carry out its business, and manage the risks about the
confidentiality, integrity, and availability of information

Availability Management.

Service Continuity Management.

Information Security Management.

(Correct)

Change Enabler.
Explanation
The purpose of the practice 'Information Security Management' is to protect the
information that the organization needs to carry out its business and manage
the risks to the confidentiality, integrity, and availability of information.
Question 33:
Omitted
Identify the missing word(s) in the following sentence:

The Practice [ __________ ] is responsible for maximizing the number of changes

successful for the business, ensuring that risks have been evaluated
appropriately, and authorize the changes that are necessary in order to manage
an adequate change program.

•
 IT Asset Management.

Service Level Management.

Service configuration management.

Change Enabler.

(Correct)

Explanation
The Practice [Change Enabler] is responsible for maximizing the
number of successful changes for the business, ensuring that the risks are
they have been adequately evaluated, and the appropriate changes are authorized with the
to manage an adequate change program.
Question 34:
Omitted
What key concept in service management corresponds to the following
statement?

They are the activities carried out by an organization to consume services.

This includes the management of the resources needed to use the service.
including using the supplier's resources and requesting service actions to
that they be fulfilled.

Provision of the service.

Service consumption.

(Correct)

Service relationship.
 •

Service offer.
Explanation
The consumption of services is the activities carried out by an organization to
consume services. This includes the management of the necessary resources to use
the service, including using the provider's resources, and requesting actions of
service to be fulfilled.
Question 35:
Omitted
What describes the functionality or importance that a product or service offers?
to meet a particular need?

Guarantee.

Utility.

(Correct)

Courage.

Results.
Explanation
Utility is the functionality or importance that a product or service offers for
fulfill a particular need.
Question 36:
Omitted
One of the most relevant projects of your company is to release to production.
a new mobile application that is expected to have high demand in the
market. This application plans to have 15 features in the next 12
months, however, it has been released with 4 important features
what constitutes the minimum viable product (MVP), in order to obtain
comments from the initial clients, who have indeed already
reported some improvements and wishes in the application.
Due to this, it was agreed to release a corrective and a new one weekly.
functionality in order to progressively improve the user experience.

What guiding principle describes and best adapts to the above scenario?

Optimize and Automate.

Start Where You Are.

Progress iteratively with feedback.

(Correct)

Keep it simple and practical.

Explanation
This scenario aptly describes the guiding principle 'progress iteratively'
with feedback", since it releases an initial part and
subsequently through consecutive iterations, it will be increased
number of features and improvements of the product.
Pregunta 37
Omitted
What guiding principle focuses mainly on increasing the level of
communication of the stakeholders, inside and outside of a project?

Keep it simple and practical.

Collaborate and promote visibility.

(Correct)

•
 Progress iteratively with feedback.

Optimize and automate.

Explanation
The guiding principle 'Collaborate and promote visibility' establishes that working together
to produce better results and that to achieve common goals, it is required
share the information, general understanding of the activities and trust
inside the teams.
Question 38:
Omitted
What principle guides this relates to the understanding of how all parts of
an organization works united and in an integrated way, and above the silos.

Think and work holistically.

(Correct)

Keep it simple and practical.

Focus on value.

Optimize and Automate.

Explanation
The guiding principle 'Think and work holistically' indicates that all
services that are delivered to both internal and external consumers,
They must consider the 4 dimensions of service management in order to remove
the silos and thus achieve the desired objectives.
Question 39:
Omitted
The service desk supervisor has presented the results of the metrics.
of the month. In it, you observe a high number of more than 100 metrics, the
which takes the help desk staff many man hours in
to generate them. You propose to the help desk supervisor and his team to review in
set the metrics in order to remove those that are not generating
no value, and asks to maintain those that do represent value to the customer.

What guiding principle is evident in the previous statement?

Optimize and automate.

Keep it simple and practical.

(Correct)

Progresses iteratively with feedback.

Collaborate and promote visibility.

Explanation
The guiding principle 'Keep it Simple and Practical' states that you should review the processes,
metrics, service or any other component in order to identify what
It works to keep it, and simplify by removing what does not generate value.
Question 40:
Omitted
What dimension of service management focuses on relationships with others?
organizations, which enable us to deliver services
appropriately?

Organization and People.

Information and Technology.

Partners and Suppliers.

 Correct

Value flows and processes.

Explanation
The 'Partners and Suppliers' dimension focuses on relationships with others
organizations, which are involved from the design, development, deployments,
delivery, support, and continuous improvement of services and enable us to deliver
the same ones appropriately.
Question 41:
Omitted
Which of the following options focuses on the dimension 'Value Streams and
Processes.

The inventory system and its components.

The activities that transform inputs into outputs.

(Correct)

Roles and Responsibilities.

Contracts and Agreements.

Explanation
The activities that transform inputs into outputs refer to the
dimension "Value Streams and Processes" of the Service Value System (SVS).
Question 42:
Omitted
In which component of ITIL 4 is continuous improvement referenced?

The service value system (SVS).

(Correct)
 •

In the 4 dimensions of service management.

In the guiding principles.

In the Practices.
Explanation
The service value system has 5 components: 1) The guiding principles, 2) the
government, 3) The service value chain, 4) The practices, and 5) The improvement
continue.
Question 43:
Omitted
Which of the following is NOT an ACTIVITY within the Value Chain of
Service (SVC)?

Improve.

Design and Transition.

Obtain/Build.

Service Relationship.

(Correct)

Explanation
Las 6 actividades de la cadena de valor del servicio (SVC) son: 1) Plan, 2) Mejorar,
Engage/Commit
Deliver and Provide support.
The "service relationship" is NOT a valid activity within the value chain.
of the service.

Question 44:
Omitted
Which activity of the service value chain (SVC) ensures improvement?
continues with the products, services, and practices, throughout the entire
value chain, considering the 4 dimensions of service management.

Plan.

Delivery and Support.

Improve.

(Correct)

Obtain/Build.
Explanation
The activity of the value chain of the service IMPROVE ensures improvement.
continues from products, services, and practices, throughout the entire chain
of value, considering the 4 dimensions of service management.
Question 45:
Omitted
An organization asks a stakeholder to review a change together.
planned. What guiding principle does this demonstrate?

Collaborate and promote visibility

(Correct)

Start where you are

 •

Focus on value

Keep it simple and practical

Explanation
The guiding principle collaborates and promotes visibility stating that when the
initiatives involve the right people in the correct roles, the efforts
they benefit from greater acceptance, greater relevance (given that they
find available information more suitable for decision making) and
a greater likelihood of long-term success.
Question 46:
Omitted
What practice has a strong influence on the user's experience and the
perception of the service provider?

Service desk

(Correct)

Enabling the change

Service level management

Supplier management
Explanation
It is a fundamental aspect to understand that the service desk affects
important way to the user experience and to the perception they have of the
service provider users.
Question 47:
Omitted
What practice recommends the use of event-based surveys that occur and
what is used to collect customer feedback?
 •

Service Level Management

(Correct)

Enabling the change

Service request management

Problem Management
Explanation
Service Level Management: You must obtain feedback from the customer.
the ideal is that this is gathered from various sources, both formal and
informal ones, including surveys, which can serve to
obtain immediate feedback, such as follow-up questions about
incidents, or periodic surveys that require greater reflection and allow
evaluate the feedback on the service experience in general. Both
they are based on the different events that have occurred.
Question 48:
Omitted
Which statement about "continuous improvement" is correct?

All continuous improvement ideas should be recorded in a 'register of

continuous improvement (CIR) unique

Only one team should carry out the 'continuous improvement' throughout the
organization

"Continuous improvement" should have minimal interaction with some others.

service management practices
 •

All individuals in the organization must be responsible for some or

various aspects of "continuous improvement"

(Correct)

Explanation
Continuous improvement is everyone's responsibility. Although there could be a group of
staff members who focus on this task full-time, is
essential that all people in the organization understand that the
active participation in continuous improvement activities is a part
fundamental to your work.
Question 49:
Omitted
Identify the missing word in the following sentence: "A user is [?] that"
use the services

An organization

A role

(Correct)

A team

A supplier
Explanation
User: The role that uses the services
Question 50:
Omitted
Which of the following options best describes the concept of UTILITY of a
service?

•
 A service that is suitable for use

A service that meets its service level objectives

A service that increases consumer interactions

A service that supports consumer performance

(Correct)

Explanation
Utility: Functionality of a product or service to satisfy a need
particular. The utility can be summarized as 'what the service does' and can be
use to determine if a service is 'suitable for the purpose'. To have
utility, a service must support the performance of the consumer or eliminate the
restrictions it may have. Many services fulfill these two functions.