Exam 1
Question 1
Which ITIL guiding principle recommends using existing services, processes and tools when
improving services?
A.
B.
C.
D.
Progress iteratively with feedback
Keep is simple and practical
Start where you are
Focus on value
Answer: C
Question 2
Which practice has a purpose that includes ensuring that risks have been properly assessed?
A.
B.
C.
D.
Service configuration management
Problem management
Service level management
Change control
Answer: D
Question 3
When should a full risk assessment and authorization be carried out for a standard change?
A.
B.
C.
D.
Each time the standard change is implemented
When the procedure for the standard change is created
At least once a year
When an emergency change is requested
Answer: B
Question 4
Which statement about emergency changes is CORRECT?
A. The testing of emergency can be eliminated in order to implement the change quickly
B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented
quickly
C. Emergency changes should be authorized and implemented as service requests
D. Emergency changes must be fully documented before authorization and implementation
Answer: B
Question 5
Which practice coordinates the classification, ownership and communication of service requests and incidents?
A.
B.
C.
D.
Supplier management
Service desk
Problem management
Relationship management
Answer: B
Question 6
What is warranty?
A.
B.
C.
D.
Assurance that a product or service will meet agreed requirements
The amount of money spent on a specific activity or resource
The functionality offered by a product or to meet a particular need
The perceived benefits, usefulness and importance of something
Answer: A
Question 7
Which is part of service provision?
A.
B.
C.
D.
The management of resources configured to deliver the service
The management of resources needed to consume the service
The grouping of one or more services based on one or more products
The joint activities performed to ensure continual value co-creation
Answer: A
Question 8
Which statement about a 'continual improvement register' is CORRECT?
A.
B.
C.
D.
It should be managed at the senior level of the organization
It should be used to capture user demand
There should only be one for the whole organization
It should be re-prioritized as ideas are documented
Answer: D
Question 9
What are 'engage', 'plan' and 'improve' examples of?
A.
B.
C.
D.
Service value chain activities
Service level management
Service value chain inputs
Change control
Answer: A
Question 10
Which statement about outcomes is CORRECT? Which ITIL guiding principle recommends using existing
services, processes and tools when improving services?
A.
B.
C.
D.
An outcome can be enabled by more than one output
Outcomes are how the service performs
An output can be enabled by one or more outcomes
An outcome is a tangible or intangible activity
Answer: A
Question 11
Which statement about service desks is CORRECT?
A.
B.
C.
D.
The service desk should work in close collaboration with support and development teams
The service desk should rely on self-service portals instead of escalation to support teams
The desk should remain isolated from technical support teams
The service desk should escalate all technical issues to support and development teams
Answer: A
Question 12
Which practice updates information relating to symptoms and business impact?
A.
B.
C.
D.
Service level management
Change control
Service request management
Incident management
Answer: D
Question 13
Which is included in the purpose of the 'design and transition' value chain activity?
A.
B.
C.
D.
Ensuring that service components are available when needed
Providing transparency and goad stakeholder relationships
Supporting services according to specifications
Continually meeting stakeholder expectations far costs
Answer: D
Question 14
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
A.
B.
C.
D.
Change control
IT asset management
Service desk
Service request management
Answer: D
Question 15
Which is NOT a component of the service value system?
A.
B.
C.
D.
The guiding principles
Governance
Practices
The four dimensions of service management
Answer: D
Question 16
Which statement about the steps to fulfill a service request is CORRECT?
A.
B.
C.
D.
They should be complex and detailed
They should be well-known and proven
They should include incident handling
They should be brief and simple
Answer: B
Question 17
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
A.
B.
C.
D.
Start where you are
Collaborate and promote visibility
Keep it simple and practical
Optimize and automate
Answer: C
Question 18
When should the effectiveness of a problem workaround be assessed?
A.
B.
C.
D.
Whenever the workaround is used
Whenever the problem is resolved
Whenever the workaround becomes a known
Whenever the problem is prioritized
Answer: A
Question 19
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.
B.
C.
D.
assets
values
elements
services
Answer: D
Question 20
Which dimension considers how knowledge assets should be protected?
A.
B.
C.
D.
Organizations and people
Partners and suppliers
Information and technology
Value streams and processes
Answer: C
Question 21
What is 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.
B.
C.
D.
Service management
Continual improvement
A service
An IT asset
Answer: C
Question 22
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
A.
B.
C.
D.
Immediate escalation
Specialist teams
A separate process
Third party support
Answer: C
Question 23
What are the ITIL guiding principles used for?
A.
B.
C.
D.
To help an organization make good decisions
To direct and control an organization
To identify activities that an organization must perform in order to deliver a valuable service
To ensure that an organization's performance continually meets stakeholders' expectations
Answer: A
Question 24
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
A.
B.
C.
D.
Each iteration should be designed before starting the initiative and implemented without feedback
Feedback should only be taken into account when one iteration fails to meet its objective
Feedback should be reduced for large improvements as it is unlikely that circumstances will change
Each iteration should be continually re-evaluated based on feedback
Answer:D
Question 25
What is the purpose of the 'deployment management' practice?
A.
B.
C.
D.
To ensure services achieve agreed and expected performance
To make new or changed services available for use
To move new or changed components to live environments
To set clear business-based targets for service performance
Answer: C
Question 26
Which is a service request?
A.
B.
C.
D.
Requesting a workaround for an issue
Requesting information about how to create a document
Requesting an enhancement to an application
Requesting investigation of a degraded service
Answer: B
Question 27
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 [?]
are managed appropriately to support the seamless provision of quality products and services.
A.
B.
C.
D.
costs
users
value
performances
Answer: D
Question 28
What is a recommendation of the 'focus on value' guiding principle?
A.
B.
C.
D.
Make 'focus on value' a responsibility of the management
Focus on the value of new and significant projects first
Focus on value for the service provider first
Focus on value at every step of the improvement
Answer: D
Question 29
Which guiding principle recommends standardizing and streamlining manual tasks?
A.
B.
C.
D.
Optimize and automate
Collaborate and promote visibility
Focus on value
Think and work holistically
Answer: A
Question 30
Which describes a set of defined steps for implementing improvements?
A.
B.
C.
D.
The 'improve' value chain activity
The 'continual improvement register'
The 'continual improvement model'
The 'engage' value chain activity
Answer: C
Question 31
Which is a key requirement for a successful service level agreement?
A.
B.
C.
D.
It should be written in legal language
It should be simply written and easy to understand
It should be based on the service provider's view of the service
It should relate to simple operational metrics
Answer: B
Question 32
When planning 'continual improvement', which approach for assessing the current state of a service is
CORRECT?
A. An organization should always use a single technique to ensure metrics are consistent
B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
C. An organization should always develop competencies in methodologies and techniques that will meet their
needs
D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
Answer:C
Question 33
How does a service consumer contribute to the reduction of disk?
A.
B.
C.
D.
By paying for the service
By managing server hardware
By communicating constraints
By managing staff availability
Answer:C
Question 34
What helps diagnose and resolve a simple incident?
A.
B.
C.
D.
Rapid escalation
Formation of a temporary team
The use of scripts
Problem prioritization
Answer: C
Question 35
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
A.
B.
C.
D.
Change control
Continual improvement
Problem management
Service desk
Answer: C
Question 36
Which service level metrics are BEST for measuring user experience?
A.
B.
C.
D.
Single system-based metrics
Metrics for the percentage of uptime of a service
Operational metrics
Metrics linked to defined outcomes
Answer: D
Question 37
What are the MOST important skills required by service desk staff?
A.
B.
C.
D.
Incident analysis skills
Technical skills
Problem resolution skills
Supplier management skills
Answer:A
Question 38
Which TWO statements about an organization's culture are CORRECT?
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
A.
B.
C.
D.
1 and 2
2 and 3
3 and 4
1 and 4
Answer: D
Question 39
When should a change request be submitted to resolve a problem?
A.
B.
C.
D.
As soon as a solution for the problem has been identified
As soon as a workaround for the problem has been identified
As soon as the analysis of the frequency and impact of incidents justifies the change
As soon as the analysis of cast, risks and benefits justifies the change
Answer:D
Question 40
Which guiding principle helps to ensure that better information is available for decision making?
A.
B.
C.
D.
Keep it simple and practical
Collaborate and promote visibility
Optimize and automate
Think and work holistically
Answer: B
Question 41
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
A.
B.
C.
D.
Incident management
Monitoring and event management
Change control
Information security management
Answer:D
Question 42
Which describes a standard change?
A. A high-risk change that needs very thorough assessment
B. A change that is typically implemented as a service request
C. A change that must be implemented as soon as possible
D. A change that needs to be scheduled, assessed and authorized following a defined process
Answer: B
Question 43
How does information about problems and known errors contribute to 'incident management'?
A.
B.
C.
D.
It enables the reassessment of known erros
It enables quick and efficient diagnosis of incidents
It removes the need for collaboration during incident resolution
It removes the need for regular customer updates
Answer: B
Question 44
Which practice owns and manages issues, queries and requests from users?
A.
B.
C.
D.
Service desk
Problem management
Incident management
Change control
Answer:A
Question 45
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
A.
B.
C.
D.
A customer
A user
A configuration item (CI)
An IT asset
Answer:A
Question 46
Which stakeholders co-create value in a service relationship?
A.
B.
C.
D.
Investor and consumer
Investor and supplier
Consumer and provider
Provider and supplier
Answer: C
Question 47
Which describes normal changes?
A.
B.
C.
D.
Changes that need to be scheduled and assessed following a process
Changes that are low-risk and pre-authorized
Changes that are typically initiated as service requests
Changes that must be implemented as soon as possible
Answer: A
Question 48
What is the expected outcome from using a service value chain?
A.
B.
C.
D.
Service value streams
Value realization
Customer engagement
The application of practices
Answer: B
Question 49
Which statement about outcomes is CORRECT?
A.
B.
C.
D.
Outcomes help service consumers achieve outputs
Outcomes are one or more services that fulfil the needs of a service consumer
Service providers help service consumers achieve outcomes
Helping service consumers achieve outcomes reduces service provider costs
Answer:C
Question 50
Which skill is an essential part of the 'service level management' practice?
A.
B.
C.
D.
Problem analysis
Technical knowledge
Listening
Diagnosis
Answer: C
Question 51
What are the three phases of 'problem management'?
A.
B.
C.
D.
Problem identification, problem control, error control
Problem analysis, error identification, incident resolution
Problem logging, problem classification, problem resolution
Incident management, problem management, change control
Answer: A
Question 52
Which is a purpose of the 'engage' value chain activity?
A.
B.
C.
D.
Meeting expectations for quality, costs and time-to-market
Ensuring the continual improvement of
Ensuring that the organization's vision is understood
Providing transparency and good relationships
Answer: D
Question 53
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.
B.
C.
D.
suppliers
assets
customers
CIs
Answer: D
Question 54
What is described by the service value system?
A.
B.
C.
D.
How to apply the systems approach of the guiding principle think and work holistically
Services based on one or more products, designed to address needs of a target consumer group
How all the components and activities of the organization work together as a system to enable value creation
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
Answer: C
Question 55
What is defined as any component that needs to be managed in order to deliver an IT service?
A.
B.
C.
D.
A service request
An IT asset
A configuration item (CI)
An incident
Answer: C
Question 56
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
A.
B.
C.
D.
Progress iteratively with feedback
Think and work holistically
Keep it simple and practical
Focus on value
Answer: C
Question 57
Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests
A.
B.
C.
D.
3 and 4
2 and 3
1 and 4
1 and 2
Answer: D
Question 58
What is an IT asset?
A.
B.
C.
D.
The removal of anything that could have a direct or indirect effect on services
Any component that needs to be managed in order to deliver a service
A request from a user that initiates a service action
Any financially valuable component that can contribute to delivery of an IT product or service
Answer: D
Question 59
Which dimension includes a workflow management system?
A.
B.
C.
D.
Value streams and processes
Partners and suppliers
Information and technology
Organizations and people
Answer:A
Question 60
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. warranty
D. costs
Answer: D
Question 61
Which of these should be logged and managed as a problem?
A.
B.
C.
D.
Trend analysis shows a large number of similar incidents
A user requests delivery of a laptop
A monitoring tool detects a change of state for a service
'Continual improvement' needs to prioritize an improvement opportunity
Answer: A
Question 62
In which TWO situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant
A.
B.
C.
D.
1 and 2
1 and 4
2 and 3
3 and 4
Answer: A
Question 63
Which guiding principle recommends coordinating all dimensions of service management?
A.
B.
C.
D.
Start where you are
Think and work holistically
Keep it simple and practical
Progress iteratively with feedback
Answer: B
Question 64
What is the purpose of the 'relationship management' practice?
A. To support the agreed quality of a service handling all agreed, userinitiated service requests
B. To set clear business-based targets for service performance
C. To establish and nurture the links between the organization and its stakeholders
D. To align the organization's practices and with changing business needs
Answer: C
Question 65
How should the workflow for a new service request be designed?
A.
B.
C.
D.
Use a single workflow for all types of service request
Leverage existing workflows whenever possible
Use different workflows for each type of service request
Avoid workflows for simple service requests
Answer: B
Question 66
What is the purpose of the 'information security management1' practice?
A. To ensure that accurate and reliable information about the configuration of services is available when and
where it is needed
B. To observe services and service components
C. To protect the information needed by the organization to conduct its business
D. To plan and manage the full lifecycle of all IT assets
Answer: C
Question 67
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.
A.
B.
C.
D.
plans
measurement
process
tools
Answer: B
Question 68
How should automation be implemented?
A.
B.
C.
D.
By initially concentrating on the most complex tasks
By optimizing as much as possible first
By replacing human wherever possible
By replacing the existing tools first
Answer: C
Question 69
Which activity is part of the 'continual improvement' practice?
A.
B.
C.
D.
Populating and maintaining the asset register
Providing a clear path for users to report issues, queries, and requests
Delivering tactical and operational engagement with customers
Identifying and logging opportunities
Answer: D
Question 70
Which competencies are required by the 'service level management' practice?
A.
B.
C.
D.
Problem investigation and resolution
Incident analysis and prioritization
Business analysis and commercial management
Balanced scorecard reviews and maturity assessment
Answer: C
Question 71
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
A.
B.
C.
D.
Incident management
Continual improvement
Service request management
Problem management
Answer: B
Question 72
Which statement about costs is CORRECT?
A.
B.
C.
D.
Costs removed from the consumer are part of service consumption
Costs imposed on the consumer are costs of service utility
Costs removed from the consumer are part of the value proposition
Costs imposed on the consumer are costs of service warranty
Answer: C
Question 73
What is typically needed to assign complex incidents to support groups?
A.
B.
C.
D.
The incident priority
The incident category
A change schedule
A self-help tool
Answer: B
Question 74
Which practice has a purpose that includes aligning the organization's practices and services with changing business
needs?
A.
B.
C.
D.
Relationship management
Continual improvement
Service configuration management
Service level management
Answer: B
Question 75
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and
managed?
A.
B.
C.
D.
As an event
As a problem
As a service request
As a change request
Answer: B
Question 76
What should be done to determine the appropriate metrics for measuring a new service?
A.
B.
C.
D.
Measuring the performance over the first six months, and basing a solution on the results
Asking customers to provide numerical targets that meet their needs
Using operational data to provide detailed service reports
Asking customers open questions to establish their requirements
Answer: C
Question 77
Which dimension includes activities and workflows?
A.
B.
C.
D.
Value streams and processes
Partners and suppliers
Information and technology
Organizations and people
Answer: A
Question 78
What should be used to set user expectations for request fulfilment times?
A.
B.
C.
D.
The consumer demand for the service
The time that the customer indicates for service delivery
The levels of the supplier
The time needed to realistically deliver the service
Answer: D
Question 79
Which describes outcomes?
A.
B.
C.
D.
Tangible or intangible deliverables
Results desired by a stakeholder
Configuration of an organization's resources
Functionality offered by a product or service
Answer: B
Question 80
How should an organization adopt continual improvement methods?
A.
B.
C.
D.
Use a new method for each improvement the organization handles
Select a few key methods for the types of improvement that the organization handles
Build the capability to use as many improvement methods as possible
Select a single method for all improvements that the organization handles
Answer: B
Question 81
Which is a key consideration for the guiding principle keep it simple and practical'?
A.
B.
C.
D.
Try to create a solution for every exception
Start with a complex solution, then simplify
Understand how each element contributes to value creation
Ignore the conflicting objectives of different stakeholders
Answer: C
Question 82
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
A.
B.
C.
D.
Ideation, Design, Develop, Deploy, Test, Operate, Retire
Retire, Test, Operate, Deploy, Ideation, Develop, Design
None of the above
Ideation, Test, Develop, Deploy, Design, Operate, Retire
Answer: A
Question 83
Which practice provides a single point of contact for users?
A.
B.
C.
D.
Incident management
Change control
Service desk
Service request management
Answer: C
Question 84
What should be done for every problem?
A.
B.
C.
D.
It should have a workaround to reduce the impact
It should be prioritized based on its potential impact and probability
It should be resolved so that it can be closed
It should be diagnosed to identify possible solutions
Answer: B
Question 85
What type of change is MOST likely to be managed by the 'service request management' practice?
A.
B.
C.
D.
An emergency change
A normal change
An application change
A standard change
Answer: D
Question 86
What are the types of asset management?
A.
B.
C.
D.
IT asset management and software asset management
Operational and technical management
IT asset management and technical management
Operational management and IT asset management
Answer: A
Question 87
What should all continual improvement decisions be based on?
A.
B.
C.
D.
Accurate and carefully analysed data
Details of how services are measured
A recent maturity assessment
An up-to-date balanced scorecard
Answer: A
Question 88
Which practice identifies metrics that reflect a customer experience of a service?
A.
B.
C.
D.
Continual improvement
Service level management
Service desk
Problem management
Answer: B
Question 89
Which of the following can be used to access service desks?
A.
B.
C.
D.
Phone calls
All of the above
Text and social media messaging
Email
Answer: B
Question 90
What is the starting point for optimization?
A.
B.
C.
D.
Standardizing practices and services
Determining where the most positive impact would be
Securing stakeholder engagement
Understanding the vision and objectives of the organization
Answer: D
Question 91
Which is the purpose of the 'monitoring and event management' practice?
A. To ensure that accurate and reliable information about the configuration of services is available when and
where it is needed
B. To systematically observe services and service components, and record and report selected changes of state
C. To protect the information needed by the organization to conduct its business
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Answer: B
Question 92
Which of the following is an example of incident?
A.
B.
C.
D.
A backup server is being rebooted while services are running on the primary server
An application is not available during the business hours
A user has requested access to a shared repository
A user wants to reset the password of a server
Answer: B
Question 93
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
A.
B.
C.
D.
closed
lagged
analysed
escalated
Answer: C
Question 94
Which is NOT a key focus of the 'information and technology dimension?
A.
B.
C.
D.
Workflow management and inventory systems
Communication systems and knowledge bases
Roles and responsibilities
Security and compliance
Answer: C
Question 95
What is an output?
A.
B.
C.
D.
A possible event that could cause harm or loss
Something created by carrying out an activity
A result for a stakeholder
A change of state that has significance for the management of a configuration item
Answer: B
Question 96
Which is a purpose of the 'service desk' practice?
A.
B.
C.
D.
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
To capture demand for incident resolution and service requests
To set clear business-based targets for service performance
To maximize the number of successful IT changes by ensuring risks are properly assessed
Answer: B
Question 97
Which activity captures the demand for incident resolution and service requests?
A.
B.
C.
D.
Change control
Problem management
Service desk
Service catalogue management
Answer: C
Question 98
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
A.
B.
C.
D.
1 and 2
1 and 4
3 and 4
2 and 3
Answer: B
Question 99
Which value chain activity ensures the availability of service components?
A.
B.
C.
D.
Improve
Deliver and support
Engage
Obtain/build
Answer: D
Question 100
What should be done first when applying the 'focus on value' guiding principle?
A.
B.
C.
D.
Identify all suppliers and partners involved in the service
Determine the cost of providing the service
Identify the outcomes that the service facilitates
Determine who the service consumer is in each situation
Answer: D
Exam 2
Question 101
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
A.
B.
C.
D.
Problem management
Incident management
Deployment management
Supplier management
Answer: B
Question 102
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved costeffectively?
A.
B.
C.
D.
The problem record is deleted
The problem remains in the known error status
A change request is submitted to change control
Problem management restores the service as soon as possible
Answer: B
Question 103
What is the purpose of service level management?
A. To obtain/build activity that ensures the service components are available when and where they are needed and
meet agreed specifications.
B. To ensure that all current and planned IT services are delivered to agreed achievable targets.
C. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
D. To track and manage improvement ideas from identification to final action, organizations use a database or
structured document called a continual improvement register (CIR).
Answer: B
Question 104
Which is intended to help an organization adopt and adapt ITIL guidance?
A.
B.
C.
D.
The four dimensions of service
Practices
The service value chain
The guiding principles
Answer: D
Question 105
What is an event?
A.
B.
C.
D.
The addition, modification, or removal of anything that could have a direct or indirect effect on services
Any change of state that has significance for the management of a service or other configuration item
Cause of one or more incidents
An unplanned interruption to a or reduction in the quality of a service
Answer: B
Question 106
Which practice is the responsibility of everyone in the organization?
A.
B.
C.
D.
Change control
Problem management
Service level management
Continual improvement
Answer: D
Question 107
Which of the following is an example of workaround?
A.
B.
C.
D.
A defective network switch is replaced with a new one
An email server is restored after an incident is reported
Server memory is increased when the server is unresponsive
A server is restarted to resolve an incident
Answer: D
Question 108
How does categorization of incidents assist the 'incident management' practice?
A.
B.
C.
D.
It determines the priority assigned to the incident
It determines how the service provider is perceived
It helps direct the incident to the correct support area
It ensures that incidents are resolved in timescales agreed with the customer
Answer: C
Question 109
What does the 'service request management' practice depend on for maximum efficiency?
A. Self-service tools
B. Compliments and complaints
C. Processes and procedures
D. Incident management
Answer: C
Question 110
Identify the missing words in the following sentence.
The purpose of the is to ensure that the organization continually co-creates value with all stakeholders in line with the
organization's objectives.
A.
B.
C.
D.
'focus on value' guiding principle
service value system
'service request management' practice
four dimensions of service management
Answer: B
Question 111
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
A.
B.
C.
D.
Service offering
Service provision
Service relationship management
Service consumption
Answer: C
Question 112
Which dimension of service management considers governance, management, and communication?
A.
B.
C.
D.
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Answer: A
Question 113
How do all value chain activities transform inputs to outputs?
A.
B.
C.
D.
By using a combination of practices
By using a single functional team
By determining service demand
By implementing process automation
Answer: A
Question 114
Why should incidents be prioritized?
A.
B.
C.
D.
To help automated matching of incidents to problems or known errors
To identify which support team the incident should be escalated to
To ensure that incidents with the highest business impact are resolved first
To encourage a high level of collaboration within and between teams
Answer: C
Question 115
Which is the BEST example of an emergency change?
A.
B.
C.
D.
The implementation of a planned new release of a software application
A low-risk computer upgrade implemented as a service request
The implementation of a security patch to a critical software application
A scheduled major hardware and software implementation
Answer: C
Question 116
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and
uncover waste?
A.
B.
C.
D.
Focus on value
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical
Answer: B
Question 117
What is the effect of increased automation on the 'service desk1' practice?
A.
B.
C.
D.
Increased ability to focus on fixing technology instead of supporting people
Greater ability to focus on customer experience when personal contact is needed
Elimination of the need to escalate incidents to support teams
Decrease in self-service incident logging and resolution
Answer: B
Question 118
Which guiding principle recommends assessing the current state and deciding what can be reused?
A.
B.
C.
D.
Focus on value
Start where you are
Collaborate and promote visibility
Progress iteratively with feedback
Answer: B
Question 119
What considerations influence the supplier strategy of an organization?
A.
B.
C.
D.
Contracts and agreements
Type of cooperation with suppliers
Corporate culture of the organization
Level of formality
Answer: C
Question 120
Which term describes the functionality offered by a service?
A.
B.
C.
D.
cost
Utility
Warranty
Risk
Answer: B
Question 121
Which statement about the 'service desk1' practice is CORRECT?
A.
B.
C.
D.
It provides a link with stakeholders at strategic and tactical levels
It carries out change assessment and authorization
It investigates the cause of incidents
It needs a practical understanding of the business processes
Answer: D
Question 122
Which guiding principle describes the importance of doing something, instead of spending a long time analysing
different options?
A. Optimize and automate
B. Start where you are
C. Focus on value
D. Progress iteratively with feedback
Answer: D
Question 123
Which practice may involve the initiation of disaster recovery?
A.
B.
C.
D.
Incident management
Service request management
Service level management
IT asset management
Answer: A
Question 124
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service
consumption.
A.
B.
C.
D.
outputs
outcomes
costs
risks
Answer: A
Question 125
Which practice provides support for managing feedback, compliments and complaints from users?
A.
B.
C.
D.
Change control
Service request management
Problem management
Incident management
Answer: B
Question 126
Which statement about known errors and problems is CORRECT?
A.
B.
C.
D.
Known error is the status assigned to a problem after it has been analysed
A known error is the cause of one or more problems
Known errors cause vulnerabilities, problems cause incidents
Known errors are managed by technical staff, problems are managed by service management staff
Answer: A
Question 127
How does customer engagement contribute to the 'service level management' practice?
1. lt captures information that metrics can be based on
2. It ensures the organization meets defined service levels
3. It defines the workflows for service requests
4. It supports progress discussions
A.
B.
C.
D.
1 and 4
3 and 4
2 and 3
1 and 2
Answer: A
Question 128
Which practice ensures that accurate and reliable information is available about configuration items and the
relationships between them?
A.
B.
C.
D.
Service configuration management
Service desk
IT asset management
Monitoring and event management
Answer: A
Question 129
Which statement about change authorization is CORRECT?
A.
B.
C.
D.
A change authority should be assigned to each type of change and change model
Centralizing change authorization to a single person is the most effective means of authorization
The authorization of normal changes should be expedited to ensure they can be implemented quickly
Standard changes are high risk and should be authorized by the highest level of change authority
Answer: A
Question 130
Why should service desk staff detect recurring issues?
A.
B.
C.
D.
To help identify problems
To escalate incidents to the correct support team
To ensure effective handling of requests
To engage the correct change authority
Answer: A
Question 131
Which practice provides visibility of the organization's services by capturing and reporting on sertice performance?
A.
B.
C.
D.
Service desk
Service level management
Service request management
Service configuration management
Answer: B
Question 132
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
A.
B.
C.
D.
Relationship management
IT asset management
Release management
Service desk
Answer: B
Question 133
What is the reason for using a balanced bundle of service metrics?
A.
B.
C.
D.
It reduces the number of metrics that need to be collected
It reports each service element separately
It provides an outcome-based view of services
It facilitates the automatic collection of metrics
Answer: C
Question 134
Which guiding principle is PRIMARILY concerned with consumers revenue and growth?
A.
B.
C.
D.
Keep it simple and practical
Optimize and automate
Progress iteratively with feedback
Focus on value
Answer: D
Question 135
Which value chain activity communicates the current status of all four dimensions of service management?
A.
B.
C.
D.
Improve
Engage
Obtain/build
Plan
Answer: D
Question 136
How should an organization include third-party suppliers in the continual improvement of services?
A.
B.
C.
D.
Ensure suppliers include details of their approach to service improvement in contracts
Require evidence that the supplier uses agile development methods
Require evidence that the supplier implements all improvements using project management practices
Ensure that all supplier problem management activities result in improvements
Answer: A
Question 137
What is a problem?
A.
B.
C.
D.
An addition or modification that could have an effect on services
Any change of state that has significance for the management of a configuration item
A cause or potential cause of one or more incidents
An unplanned reduction in the quality of a service
Answer: C
Question 138
Which practice identifies metrics that reflect the customers experience of a service?
A.
B.
C.
D.
Continual improvement
Service desk
Service level management
Problem management
Answer: C
Question 139
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and
completed in a timely manner?
A.
B.
C.
D.
Focus on value
Start where you are
Collaborate and promote visibility
Progress iteratively with feedback
Answer: D
Question 140
What is the purpose of problem management?
A.
B.
C.
D.
Reduces the likelihood and impact of incidents
Ensures services are restored as soon as possible
Helps direct the incident to the correct support area
Determines how the ser-vice provider is perceived
Answer: A
Question 141
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.
A.
B.
C.
D.
protect
store
audit
provide
Answer: A
Question 142
Which ITIL concept describes governance?
A.
B.
C.
D.
The service value system
The service value chain
The seven guiding principles
The four dimensions of service management
Answer: A
Question 143
Which guiding principle recommends collecting data before deciding what can be re-used?
A.
B.
C.
D.
Focus on value
Keep it simple and practical
Start where you are
Progress interactively with feedback
Answer: C
Question 144
Which service management dimension is focused on activities and how these are coordinated?
A.
B.
C.
D.
Partners and suppliers
Information and technology
Value streams and processes
Organizations and people
Answer: C
Question 145
Which is one of the five aspects of service design?
A.
B.
C.
D.
Management information systems and tools
Risk analysis and management approach
Management policy for business case creation
Corporate governance and policy
Answer: A
Question 146
Which statement about IT service management is CORRECT?
A.
B.
C.
D.
It is performed by customers using a mix of IT systems, services and processes
It is performed by IT service providers using a mix of suppliers and their products
It is performed by the service desk using a mix of people, process and technology
It is performed by IT service providers using a mix of people, process and technology
Answer: D
Question 147
Which is the CORRECT of the 'R' role in a RACI matrix?
A.
B.
C.
D.
This role ensures that activities are executed correctly
This role has ownership of the end result
This role is involved in providing knowledge and input
This role ensures the flow of information to stakeholders
Answer: B
Question 148
Which statement about change management is CORRECT?
A.
B.
C.
D.
It optimizes overall business risk
It optimizes financial exposure
It ensures that all changes are authorized by the change advisory board (CAB)
It ensures that requests follow the normal change management process
Answer: C
Question 149
Which statement about the 'four Ps' of service design is CORRECT?
A.
B.
C.
D.
Processes refers to skill and training
Partners refers to suppliers and vendors
People refers to technology and tools
Products refers to producers and metrics
Answer: B
Question 150
What is the primary focus of business capacity management?
A. Management, control and prediction of the performance, utilization and capacity of individual elements of
IT technology
B. Review of all capacity supplier agreements and underpinning contracts with supplier management
C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT
services
D. Future business requirements for IT services are quantified, designed, planned and implemented in a
timely fashion
Answer: D
Question 151
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
A.
B.
C.
D.
Local
Centralized
Outsourced
Virtual
Answer: C
Question 152
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
A.
B.
C.
D.
A standard change
An emergency change
An internal change
A normal change
Answer: A
Question 153
Which service transition process provides guidance about converting data into information?
A.
B.
C.
D.
Change evaluation
Knowledge management
Service validation and testing
Service asset and configuration management
Answer: B
Question 154
Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?
A.
B.
C.
D.
Service-based SLA view
Wholesale customer view
Retail customer view
Supporting services view
Answer: D
Question 155
Service transition contains detailed descriptions of which processes?
A. Change management, service asset and configuration management, release and deployment
management
B. Change management, capacity management, event management, service request management
C. Service level management, service portfolio management, service asset and configuration management
D. Service asset and configuration management, release and deployment management, request fulfillment
Answer: A
Question 156
Which is an objective of the design coordination process?
A.
B.
C.
D.
To produce service design packages and ensure they are handed over to service transition
To assess and evaluate all changes and their impact on service designs
To document the initial structure and relationship between services and customers
To gather and document new service level requirements from the customer
Answer: A
Question 157
What MAIN factors are considered to assess the priority of an incident?
A.
B.
C.
D.
The urgency and impact
The impact and complexity
The cost and urgency
The complexity and cost
Answer: A
Question 158
Which term is used to describe the prediction and control of income and expenditure within an organization?
A.
B.
C.
D.
Charging
Governance
Budgeting
Accounting
Answer: C
Question 159
Where should all master copies of controlled software and documentation be stored?
A.
B.
C.
D.
In the definitive capacity library
In the definitive media library
In the definitive security library
In the definitive production library
Answer: B
Question 160
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost
effectiveness?
A.
B.
C.
D.
Service operation
Service transition
Continual service improvement
Service strategy
Answer: C
Question 161
Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment
A.
B.
C.
D.
1, 2 and 4 only
1, 2 and 3 only
2, 3 and 4 only
1, 3 and 4 only
Answer: C
Question 162
What is NOT within the scope of service catalogue management?
A.
B.
C.
D.
Contribution to the definition of services
Interfaces between all services and supporting services
Interfaces between the service catalogue and service portfolio
Fulfilment of business service requests
Answer: D
Question 163
What three elements make up the Service Portfolio?
A.
B.
C.
D.
Customer portfolio, service catalogue and retired services
Customer portfolio, configuration management system and service catalogue
Service pipeline, service catalogue and retired services
Service pipeline, configuration management system and service catalogue
Answer: C
Question 164
Who is responsible for defining metrics for change management?
A.
B.
C.
D.
The change management process owner
The change advisory board (CAB)
The owner
The continual ser-vice improvement manager
Answer: A
Question 165
Which is a supplier category?
A. Technical
B. Commodity
C. Customer
D. Resource
Answer: D
Question 166
Which process is used to compare the value that new services offer with the value of the services they have
replaced?
A.
B.
C.
D.
Availability management
Capacity management
Service portfolio management
Service catalogue management
Answer: C
Question 167
Which is an important principle of communication in service operation?
A.
B.
C.
D.
Information should always be communicated
It has an intended purpose or a resultant action
Meetings are always the best method of communication
It is stored in the configuration management system
Answer: B
Question 168
What do customer perceptions and business outcomes help to define?
A.
B.
C.
D.
The value of a service
Service metrics
The total cost of a service
Key performance indicators (KPIs)
Answer: A
Question 169
Which statement about metrics is CORRECT?
A.
B.
C.
D.
Process metrics can be used to measure end-to-end service performance
Technology metrics can be used to measure component performance and availability
Process metrics can be used to measure the utilization of a supplier’s network
Technology metrics can be used to determine the overall health of a process
Answer: B
Question 170
What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?
A.
B.
C.
D.
An initial baseline assessment
The production of a detailed CSI plan
Verifying that improvement targets have been achieved
Understanding priorities for improvement
Answer: C
Question 171
Which is an example of improving service utility using service management automation?
A.
B.
C.
D.
Pre-determined routing of a service request
Reducing the time to compile service data
Monitoring service availability
Faster resource allocation
Answer: D
Question 172
What is the CORRECT definition of service management?
A.
B.
C.
D.
A set of specialized assets for transitioning services into the live operational environment
A set of specialized organizational capabilities for delivering value to customers in the form of services
The capability of supplier to deliver services to providers in exchange for money
The capability of service providers to minimize their casts without reducing the value of the services
Answer: B
Question 173
Which is the correct combination of items that makes up an IT service?
A.
B.
C.
D.
Customers, providers and documents
Information technology, people and processes
Information technology, networks and people
People, processes and customers
Answer: B
Question 174
Which problem management activity ensures that a problem can be easily tracked and management
information can be obtained?
A.
B.
C.
D.
Categorization
Detection
Prioritization
Escalation
Answer: A
Question 175
What can be used to help determine the impact level of a problem?
A.
B.
C.
D.
Definitive media library (DML)
Configuration management system (CMS)
Statement of requirements (SOR)
Standard operating procedures (SOP)
Answer: B
Question 176
Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule
A.
B.
C.
D.
1 and 2
1 and 3
2 and 4
3 and 4
Answer: A
Question 177
Which function is responsible for the management of a data centre?
A.
B.
C.
D.
Technical management
Service desk
Application management
Facilities management
Answer: D
Question 178
Which are the elements of process control?
A.
B.
C.
D.
Inputs, outputs and triggers
Work instructions, procedures and roles
Resources, capabilities and metrics
Process owner, policy and objectives
Answer: D
Question 179
Which processes are responsible for the regular review of underpinning contracts?
A.
B.
C.
D.
Supplier management and service level management
Supplier management and change management
Availability management and service level management
Supplier management and availability management
Answer: A
Question 180
Which statement BEST describes the value of service strategy to the business?
A.
B.
C.
D.
It allows higher volumes of successful change
It reduces unplanned costs through optimized handling of service outages
It reduces the duration and frequency of service outages
It enables the service provider to understand what levels of will make their customers successful
Answer: D
Question 181
What is a definition of a service improvement plan (SIP)?
A.
B.
C.
D.
A formal plan to implement improvements to a customer's business processes
An input from availability management to service level management, detailing the service design plan
A formal plan to implement improvements to a service or process
An input from financial management for IT services to service level management, detailing the budget plan
Answer: C
Question 182
Which statement about the known error database (KEDB) is CORRECT?
A. It is maintained by the service desk and updated with the details of each new incident
B. It is a part of the configuration management database (CMDB) and contains workarounds
C. It is maintained by problem management and is used by the desk to help resolve incidents
D. It is maintained by incident management and contains solutions to be implemented by problem
management
Answer: C
Question 183
Which process works with incident management to ensure that security breaches are detected and logged?
A.
B.
C.
D.
Change management
Service level management
Access management
Continual service improvement
Answer: C
Question 184
What should a release policy include?
A.
B.
C.
D.
The process owner and process manager for each type of release
The roles and responsibilities for incident and problem resolution
The naming convention and expected frequency of each type of release
The naming convention far all configuration items (Cl) recorded in the configuration management system
(CMS)
Answer: C
Question 185
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
A.
B.
C.
D.
Focus on value
Think and work holistically
Optimize and automate
Collaborate and promote
Answer: B
Question 186
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
Answer: B
Question 187
Which practice would help a user gain access to an application that they need to use?
A.
B.
C.
D.
Service configuration management
Change enablement
Service request management
Service level management
Answer: B
Question 188
Why should some service requests be fulfilled with no additional approvals?
A.
B.
C.
D.
To ensure that spending is properly accounted for
To ensure that information security requirements are met
To streamline the fulfillment workflow
To set user expectations for fulfillment times
Answer: C
Question 189
Which is a purpose of the 'service desk' practice?
A.
B.
C.
D.
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
To be the entry point and single point of contact for the service provider with all of its users
To support the agreed quality of a service by handling all pre-defined, user-initiated service requests
To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
Answer: B
Question 190
Which are elements of the service value system?
A.
B.
C.
D.
Service provision, service consumption, service relationship management
Governance, service value chain, practices
Outcomes, utility, warranty
Customer value, stakeholder value, organization
Answer: B
Question 191
What is defined as an unplanned interruption or reduction in the quality of a service?
A. An incident
B. A problem
C. A change
D. An event
Answer: A
Question 192
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?
A.
B.
C.
D.
It should always be used to support direct observation
It should always be used instead of direct
Measured data is always more accurate than direct observation
The act of measuring always positively impacts results
Answer: A
Question 193
What is an incident?
A.
B.
C.
D.
The planned removal of an item that might affect a service
A result enabled by one or mare outputs
A possible future event that could cause harm
A service interruption resolved by the use of self-help tools
Answer: D
Question 194
What is defined as a change of state that has significate for the management of an IT service?
A.
B.
C.
D.
Event
Incident
Problem
Known error
Answer: A
Question 195
Which dimension includes the knowledge needed for the management of services?
A.
B.
C.
D.
Organizations and people
Value streams and processes
Information and technology
Partners and suppliers
Answer: A
Question 196
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
A.
B.
C.
D.
Service offering
Service provision
Service management
Service consumption
Answer: C
Question 197
What is the PRIMARY use of a change schedule?
A.
B.
C.
D.
To support the 'incident management' practice and improvement planning
To manage emergency changes
To plan changes and help avoid conflicts
To manage standard changes
Answer: C
Question 198
What are guiding principles?
A.
B.
C.
D.
A set of interconnected activities that help an organization deliver a valuable service
A description of one or more services that help address the needs of a target consumer group
A set of specialized organizational capabilities for enabling value for customers
Recommendations that help an organization when adopting a service management approach
Answer: D
Question 199
Which guiding principle focuses on reducing costs and human errors?
A.
B.
C.
D.
Focus and value
Collaborate and promote visibility
Optimize and automate
Think and work holistically
Answer: C
Exam 3
Question 200
What is the purpose of the 'incident management' practice?
A.
B.
C.
D.
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
To capture demand for incident resolution and service requests
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
To support the agreed quality by effective handling of all agreed user-initiated service requests
Answer: A
Question 201
Which practice makes new services available for use?
A.
B.
C.
D.
Change enablement
Release management
Deployment management
IT asset management
Answer: B
Question 202
Which guiding principle considers the importance of customer loyalty?
A.
B.
C.
D.
Progress iteratively with feedback
Focus on value
Optimize and automate
Start where you are
Answer: B
Question 203
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
A.
B.
C.
D.
Start where you are
Collaborate and promote visibility
Progress iteratively with feedback
Think and work holistically
Answer: C
Question 204
Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
A.
B.
C.
D.
Define measurable targets
Perform baseline assessments
Execute improvement actions
Evaluate measurements and metrics
Answer: D
Question 205
What is important for a 'continual improvement register' (CIR)?
A.
A.
B.
C.
Improvement ideas are documented, assessed and prioritized
Improvement ideas from many sources are kept in a single CIR
Improvement ideas that are not being actioned immediately are removed from the CIR
Improvement ideas are tested, funded and agreed
Answer: A
Question 206
What can a service remove from the consumer and impose on the consumer?
A.
B.
C.
D.
Utility
Asset
Cost
Outcome
Answer: C
Question 207
In which step of the 'continual improvement model' is an improvement plan implemented?
A.
B.
C.
D.
What is the vision?
How do we get there?
Take action
Did we get there?
Answer: C
Question 208
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 set clear business-based targets for service levels
D. To support the agreed quality of a service handling all agreed, user-initiated service requests
Answer: C
Question 209
Which is an example of a business related measurement?
A.
B.
C.
D.
The number of passengers checked in
The average time to response to change requests
The average resolution time for incidents
The number of problems resolved
Answer: A
Question 210
What describes the steps needed to create and deliver a specific service to a consumer?
A.
B.
C.
D.
Service management
Practices
A value stream
Service level management
Answer: C
Question 211
Which statement about the automation of service requests is CORRECT?
A.
B.
C.
D.
Service requests that cannot be automated should be handled as incidents
Service requests and their fulfillment should be automated as much as possible
Service requests that cannot be automated should be handled as problems
Service requests and their fulfillment should be carried out by service desk staff without automation
Answer: B
Question 212
Identify the missing word in the following sentence.
A user is [?] that uses services.
A. an organization
B. a role
C. a team
D. a supplier
Answer: B
Question 213
Which gives a user access to a system?
A.
B.
C.
D.
Service requirement
Service agreement
Service consumption
Service provision
Answer: D
Question 214
What is a change schedule PRIMARILY used for?
A.
B.
C.
D.
To help plan, authorize and schedule emergency changes
To publish a list of service requests that users can select
To ensure that a single change authority reviews every change
To help plan changes, assist in communication and avoid conflicts
Answer: D
Question 215
What is used to link activities within the service value chain?
A.
B.
C.
D.
Service level agreements
Inputs, outputs and triggers
Opportunity, demand and value
Service desk
Answer: C
Question 216
Which describes the utility of a service?
A.
B.
C.
D.
A service that is fit for use
A service that meets its service level targets
A service that increases constraints on the consumer
A service that supports the performance of the consumer
Answer: D
Question 217
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
Answer: C
Question 218
Which statement about the 'change enablement' practice is CORRECT?
A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process
B. Normal changes are triggered by the creation of a change request which can be created manually or
automated
C. Assessment and authorization of normal changes should be expedited to ensure they can be implemented
quickly
D. There should be a separate change authority for standard changes which includes senior managers who
understand the risks involved
Answer: B
Question 219
Which is included in the purpose of the 'deliver and support value chain activitß
A.
B.
C.
D.
Meeting stakeholder expectations for time to market
Understanding the organization's service vision
Understanding stakeholder needs
Providing to agreed specifications
Answer: A
Question 220
What must always be done before an activity is automated?
A.
B.
C.
D.
Check that the activity has already been optimized
Check that suitable new technology has been purchased
Ensure that DevOps has been successfully implemented
Ensure the solution removes the need for human intervention
Answer: A
Question 221
What is a change schedule used for?
A.
B.
C.
D.
To help plan emergency changes
To help authorize standard changes
To help assign a change authority
To help manage normal changes
Answer: D
Question 222
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the
organization?
A.
B.
C.
D.
Service desk
Service request management
Service level management
Service configuration management
Answer: C
Question 223
Which role approves the cost of services?
A.
B.
C.
D.
User
Change authority
Sponsor
Customer
Answer: C
Question 224
What actions does a sertice desk take for all issues, queries and requests that are reported to them?
A.
B.
C.
D.
Schedule, assess, authorize
Diagnose, investigate, resolve
Initiate, approve, fulfill
Acknowledge, classify, own
Answer: C
Question 225
Which is an external input to the service value chain?
A.
B.
C.
D.
The 'improve' value chain activity
An overall plan
Customer requirements
Feedback loops
Answer: C
Question 226
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
Answer: C
Question 227
Which usually requires a team of representatives from many stakeholder groups?
A.
B.
C.
D.
Fulfilling a service request
Authorizing an emergency change
Logging a new problem
Investigating a major incident
Answer: D
Question 228
Which value chain activity ensures that service components meet agreed specifications?
A.
B.
C.
D.
Plan
Design and transition
Obtain/build
Deliver and support
Answer: C
Question 229
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at
strategic and tactical levels?
A.
B.
C.
D.
Supplier management
Change enablement
Relationship management
Service desk
Answer: C
Question 230
What includes governance as a component?
A.
B.
C.
D.
Practices
The service value chain
The value system
The guiding principles
Answer: C
Question 231
Which practice needs people who understand complex systems and have creative and analytical skills?
A.
B.
C.
D.
Change enablement
Service level management
Service request management
Problem management
Answer: D
Question 232
What is the definition of a known error?
A.
B.
C.
D.
An unplanned interruption to a service, or reduction in the quality of a service
A cause, or potential cause, of one or more incidents
A problem that has been analyzed and has not been resolved
Any change of state that has significance for the management of a or other configuration item (Cl)
Answer: C
Question 233
Which will NOT be handled as a service request?
A.
B.
C.
D.
The degradation of a service
The replacement of a toner cartridge
The provision of a laptop
A complaint about a support team
Answer: A
Question 234
What are typically recognized through notifications created by an IT service, Cl or monitoring tool?
A.
B.
C.
D.
Incidents
Problems
Events
Requests
Answer: C
Question 235
Which dimension considers data security and privacy?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
Answer: B
Question 236
Which term relates to service levels aligned with the needs of service consumers?
A.
B.
C.
D.
Service management
Warranty
Cost
utility
Answer: B
Question 237
Which directly assists with the diagnosis and resolution of simple incidents?
A.
B.
C.
D.
Scripts for collecting user information
Use of shift working patterns
Fulfillment of service requests
Creation of a temporary team
Answer: A
Question 238
Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?
A.
B.
C.
D.
Only add controls and metrics when they are needed
Design controls and metrics first, then remove those not adding value
Design controls and metrics and add them individually until all are implemented
Only add controls and metrics that are required for compliance
Answer: B
Question 239
Which practice forms a link between the service provider and the users of services?
A.
B.
C.
D.
Change enablement
Service level management
Problem management
Service desk
Answer: D
Question 240
Which is a purpose of release management?
A.
B.
C.
D.
To protect the organization's information
To handle user-initiated service requests
To make new and changed services available for use
To move hardware and software to live environments
Answer: C
Question 241
What is recommended by the guiding principle 'progress iteratively with feedback'?
A.
B.
C.
D.
A current state assessment that is carried out at the start of an improvement initiative
The identification of all interested parts at the start of an improvement initiative
An improvement initiative that is broken into a number of manageable sections
An assessment of how all the parts of an organization will affect an improvement initiative
Answer: C
Question 242
Which guiding principle considers customer and user experience?
A.
B.
C.
D.
Collaborate and promote visibility
Focus on value
Start where you are
Keep it simple and practical
Answer: B
Question 243
Which statement about the 'change enablement' practice is CORRECT?
A.
B.
C.
D.
Service requests are usually normal changes that can be implemented quickly without authorization
Emergency changes are changes that must be fully tested and fully documented prior to implementation
Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
Emergency changes are changes that must be implemented as soon as possible and therefore authorization is
expedited
Answer: D
Question 244
Which of these activities is carried out as part of 'problem management'?
A.
B.
C.
D.
Creating incident records
Diagnosing and resolving incidents
Escalating incidents to a support team for resolution
Trend analysis of incident records
Answer: D
Question 245
What does 'change enablement' PRIMARILY focus on?
A.
B.
C.
D.
Changes to service levels
Changes to products and services
Changes to organizational structure
Changes to skills and competencies
Answer: B
Question 246
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.
B.
C.
D.
Service consumer
Service provider
Customer
Supplier
Answer: B
Question 247
Which is handled as a service request?
A.
B.
C.
D.
An investigation to identify the cause of an incident
A compliment about an IT support team
The failure of an IT service
An emergency change to implement a security patch
Answer: C
Question 248
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
Answer: B
Question 249
Which is considered by the 'partners and suppliers' dimension?
A.
B.
C.
D.
Using artificial intelligence
Defining controls and procedures
Using formal roles and responsibilities
Working with an integrator to manage relationships
Answer: D
Question 250
Which practice recommends using tools for collaboration and the automated matching of symptoms?
A.
B.
C.
D.
Problem management
Service level management
Incident management
Service request management
Answer: C
Question 251
Which helps to manage an incident when it is unclear which support team should be working on the incident?
A.
B.
C.
D.
Disaster recovery plans
Swarming
Target resolution times
Self-help
Answer: B
Question 252
Which statement about the 'continual improvement' practice is CORRECT?
A.
B.
C.
D.
Continual improvement participation should be limited to a small dedicated team.
It is the role of senior management to authorize improvement initiatives.
Training should be provided to those involved in continual improvement.
A single continual improvement register should be maintained by senior management.
Answer: B
Question 253
Which does the 'TIL service value system discourage?
A.
B.
C.
D.
Coordinated authorities and responsibilities
Organizational silos
Interfaces among practices
Organizational agility
Answer: B
Explanation
Architecture of the 'TIL SVS specifically enables flexibilty and discourages siloed working. This is because the service
value chain and practices do not form a fixed, rigid structure, but rather they can be combined in multiple value
streams to address the needs of the organization in a variety of scenarios, with open flow of communication across
the many interfaces.
Question 254
An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?
A. A single SLA defines target service levels for multiple customer, 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 customer to see that the provider is doing a really good job, so this
improves satisfaction.
Answer: B
Question 255
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
A.
B.
C.
D.
Service level management
Service desk
Continual improvement
Change enablement
Answer: A
Question 256
What is a sertice?
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 ca- creation
based on agreed and available service offerings
Answer: B
Question 257
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.
B.
C.
D.
1 and 2
2and3
3and4
1 and 4
Answer: D
Question 258
What is required by all service desk staff?
A.
B.
C.
D.
Excellent technical knowledge
Root cause analysis skills
Demonstration of emotional intelligence
Knowledge of telephony technology
Answer: C
Question 259
Which practice establishes a channel between the service provider and its users?
A.
B.
C.
D.
Relationship management
Change enablement
Supplier management
Service desk
Answer: D
Question 260
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.
B.
C.
D.
Service desk
Monitoring and event management
Service level management
Continual improvement
Answer: C
Question 261
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
A.
B.
C.
D.
Relationship management
Change control
Release management
Monitoring and event management
Answer: B
Question 262
Which practice provides users with a way to get various requests arranged, explained and coordinated?
A.
B.
C.
D.
Service level management
Relationship management
Continual improvement
Service desk
Answer: D
Explanation
Over time, the focus of service desks has broadened from simply logging and resolving technical issues, to proving more
comprehensive support for people and the business. They are increasingly being used to get various matters
arranged, explained, and coordinated. The service desk has a major influence on user experience and how the service
provider is perceived by the users. By understanding and acting on the business context of transactional activity
(i.e. logging tickets), the service desk is better placed to add value to the organization.
Question 263
Which helps to streamline the fulfilment of service requests?
A.
B.
C.
D.
Understanding which service requests can be accomplished with limited approvals
Creating new workflows for every service request
Separating requests relating to service failures from the degradation of services
Eliminating service requests which have complex workflows
Answer: A
Question 264
Which statement about outcomes is CORRECT?
A.
B.
C.
D.
They are deliverables provided to service consumers.
They allow service consumers to achieve a desired result.
They provide products to service providers based on outputs.
The co-create value for service providers by reducing costs and risks.
Answer: B
Question 265
Which guiding principle says that services and processes should NOT provide a solution for every exception?
A.
B.
C.
D.
Keep it simple and practical
Think and work holistically
Optimize and automate
Collaborate and promote visibility
Answer: A
Question 266
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.
B.
C.
D.
measured
rewarded
managed
defined
Answer: C
Question 267
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 [?], and the CIs that support them, is available when and where it is needed.
A.
B.
C.
D.
relationships with suppliers
configuration of services
skills of people
authorization of changes
Answer: B
Question 268
Which practice requires skills and competencies related to business analysis, supplier management and relationship
management?
A. Monitoring and event management
B. Incident management
C. Service level management
D. IT asset management
Answer: C
Question 269
When should a workaround be created?
A.
B.
C.
D.
As soon as possible, once the incident is logged
After the resolution of a problem
When a problem cannot be resolved quickly
When a potential permanent solution has been identified
Answer: C
Question 270
What is a configuration item?
A.
B.
C.
D.
Any financially valuable component that can contribute to delivery of an IT product or service
Any component that needs to be managed in order to deliver an IT service
Any change of state that has significance for the management of a service
A problem that has been analyzed but has not been resolved
Answer: B
Question 271
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
A.
B.
C.
D.
existing information
new methods
additional measurements
revised processes
Answer: A
Question 272
Which is a use of the change schedule?
A.
B.
C.
D.
Assigning resources to changes
Deciding the approval authority for changes
Automating the change process
Creating change models
Answer: A
Question 273
Which dimension of service management considers the workflows and controls needed to deliver services?
A.
B.
C.
D.
Organization and people
Information and technology
Partners and suppliers
Value streams and processes
Answer: D
Question 274
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
A.
B.
C.
D.
Start where you are
Focus on value
Think and work holistically
Optimize and automate
Answer: D
Question 275
Which statement about the 'incident management' practice is CORRECT?
A.
B.
C.
D.
It identifies the cause of major incidents.
It authorizes changes to resolve incidents.
It maintains detailed procedures for diagnosing incidents.
It resolves the highest impact incidents first.
Answer: D
Question 276
How should an organization prioritize incidents?
A.
B.
C.
D.
Ask the user for their preferred resolution timeframe.
Assess the availability of the appropriate support team.
Use an agreed classification which is based on the business impact of the incident.
Create an order of incidents based on the dates and times when they were logged.
Answer: C
Question 277
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
Answer: D
Question 278
Which statement about problems is CORRECT?
A.
B.
C.
D.
Problems are not related to incidents.
Problems must be resolved quickly in order to restore normal business activity.
Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
Problem prioritization involves risk assessment.
Answer: D
Question 279
Which is a risk that might be removed from a service consumer by an IT service?
A.
B.
C.
D.
Service provider ceasing to trade
Security breach
Failure of server hardware
Cost of purchasing servers
Answer: B
Question 280
Question: 280
Which is one of the MAIN concerns of the 'design and transition' value chain activity?
A. Understanding the organization's vision
C) B. Understanding stakeholder needs
C. Meeting stakeholder expectations
D. Ensuring service components are available
Answer: C
Explanation
The purpose of 'obtain/build value chain activity is "to ensure that service components are available when and where
they are needed, and meet agreed
specifications." Service components for 'deliver and support' and service components for design and transition are key
outputs of 'obtain/build' value chain activity.
Question 281
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
A. The ability to discover and respond to failure earlier
B. Standardization of practices and services
C. Understanding the current state and identifying what can be reused
Answer: A
Question 282
Which practice is responsible for moving new or changed components to live or other environments?
A.
B.
C.
D.
Release management
Deployment management
Change enablement
Supplier management
Answer: B
Question 283
Which should be handled by 'service request management'?
A.
B.
C.
D.
A request to implement a security patch
A request to provide a laptop
A request to resolve an error in a
A request to change a target in a level agreement
Answer: B
Question 284
What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and
promote visibility'?
A.
B.
C.
D.
Restricting information about the improvement to essential stakeholders only.
Increasing collaboration and visibility for the improvement.
Involving customers after all planning has been completed.
Engaging every stakeholder group in the same way, with the same communication.
Answer: C
Question 285
What can be described as an operating model for the creating and management of products and
A.
B.
C.
D.
Governance
Service value chain
Guiding principles
Practices
Answer: B
Question 286
What is a definition of a problem?
A.
B.
C.
D.
An unplanned interruption to a service, or reduction in the quality of a service
A cause, or potential cause, of ane or more incidents
An incident for which a full resolution is not yet available
Any change of state that has significance far the management of a configuration item (Cl)
Answer: B
Question 287
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
Answer: C
Question 288
Which statement about 'continual improvement' is CORRECT?
A.
B.
C.
D.
All improvement ideas should be logged in a single 'continual improvement register'
A single team should carry out 'continual improvement' across the organization
'Continual improvement' should have minimal interaction with other practices
Everyone in the organization is responsible for some aspects of 'continual improvement'
Answer: D
Question 289
Which step of the continual improvement model includes baseline assessments?
A.
B.
C.
D.
Did we get there?
Where are we now?
What is the vision?
Where do we want to be?
Answer: D
Question 290
Which describes a 'change authority?
A.
B.
C.
D.
A model used to determine who will assess a change
A person who approves a change
A tool used to help changes
A way to manage the people aspects of change
Answer: B
Question 291
Which is NOT a component of the service value system?
A.
B.
C.
D.
The service value chain
Opportunity and demand
Continual improvement
Governance
Answer: B
Question 292
Which practice has a strong influence on the user experience and perception of the service provider?
A.
B.
C.
D.
Service desk
Change enablement
Service level management
Supplier management
Answer: C
Question 293
Which statement about service relationship management is CORRECT?
A.
B.
C.
D.
It focuses on the service actions performed by users
It requires the service consumer to create resources for the service provider
It requires co-operation of both the provider and service consumer
It focuses on the fulfilment of the agreed service actions
Answer: C
Question 294
What is the MOST important reason for prioritizing incidents?
A.
B.
C.
D.
To ensure that user expectations are realistic
To ensure that incidents with highest impact are resolved first
To help information-sharing are learning
To provide links to related changes and known errors
Answer: B
Question 295
Which 'sertice level management' activity helps staff to deliver a more business-focused service?
A.
B.
C.
D.
Creating targets based on the percentage of uptime of a service
Understanding the ongoing requirements of customers
Using complex technical terminology in service level agreements (SLAs)
Measuring low-level operational activities
Answer: B
Question 296
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for
A.
B.
C.
D.
Service request management
Service configuration management
Deployment management
Change enablement
Answer: A
Question 297
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to
value creation?
A.
B.
C.
D.
Progress iteratively with feedback
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical
Answer: D
Question 298
What is the purpose of the 'monitoring and event management' practice?
A.
B.
C.
D.
To restore normal service operation as quickly as possible
To manage workarounds and known errors
To capture demand for incident resolution and service requests
To systematically observe ser-vices and ser-vice components
Answer: D
Question 299
Which statement about outcome is CORRECT?
A.
B.
C.
D.
Outcomes rely on outputs to deliver results for a stakeholder
Outcomes use activities to produce tangible or intangible deliverables
Outcomes give service consumers assurance of products or sevices
Outcomes help a consumer to assess the cost of a specific activity
Answer: A
Question 300
Which skill is required by the 'service level management' practice?
A.
B.
C.
D.
Supplier management
Technical expertise
Event monitoring
Problem management
Answer: A
Exam 4
Question 301
Which statement about the 'continual improvement model' is CORRECT?
A.
B.
C.
D.
Organizations should work through the steps of the model in the sequence in which they are presented
The flow of the model helps organizations to link improvements to its goals
The model is applicable to only certain parts of the service value system
Organizations should use an additional model or method to link improvements to customer value
Answer: B
Question 302
What is the definition of warranty?
A.
B.
C.
D.
A means of identifying events that could cause harm or loss
A means of determining whether a service is fit for purpose
A means of identifying a result for a stakeholder
A means of determining whether a is fit for use
Answer: D
Question 303
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
A.
B.
C.
D.
Information security management
Change enablement
Problem management
Service configuration management
Answer: A
Question 304
Which statement about value creating activities is CORRECT?
A.
B.
C.
D.
Each value stream should be designed with a specific combination of service value chain activities
Service value chain activities have pre-determined dependencies on ITIL practices
A value stream is an operating model for creating value through products and services
Organizations should ensure that each value stream is applicable to many scenarios
Answer: A
Question 305
Which is provided by the 'engage' value chain activity?
A.
B.
C.
D.
Ensuring that stakeholder expectations for quality are met
Ensuring that stakeholder needs are understood by the organization
Ensuring that service components are available when needed
Ensuring that services are operated to meet agreed specifications
Answer: B
Question 306
Which is part of the 'focus on value' guiding principle?
A.
B.
C.
D.
Understanding what services help the service consumer
Reducing the number of steps in the customer experience
Assessing services to identify parts that can be reused
Identifying activities that can be achieved in smaller iterations
Answer: A
Question 307
Which is part of the definition of a customer?
A.
B.
C.
D.
The role that defines the requirements for a service
A means of enabling value co-creation
The role that authorizes budget for service consumption
A set of specialized organizational capabilities for enabling value
Answer: A
Question 308
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a
system?
A.
B.
C.
D.
Focus on value
Start where you are
Think and work holistically
Keep it simple and practical
Answer: C
Question 309
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
Answer: C
Question 310
An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
A.
B.
C.
D.
Collaborate and promote visibility
Start where you are
Focus on value
Keep it simple and practical
Answer: A
Question 311
What is the purpose of the 'deployment management' practice?
A.
B.
C.
D.
To protect the information needed by the organization to conduct its business
To make new and changed services and features available for use
To move new or changed components to live environments
To plan and manage the full lifecycle of all IT assets.
Answer: C
Question 312
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.
B.
C.
D.
1 and 2
2 and 3
3 and 4
1 and 4
Answer: D
Question 313
Which statement about change authorities is CORRECT?
A.
B.
C.
D.
Change authorities are only required for authorizing emergency changes
Change authorities are assigned when each change is deployed
Change authorities are only required for authorizing normal changes
Change authorities are assigned far each type of change and change model
Answer: D
Question 314
When is the earliest that a workaround can be documented in 'problem management'?
A.
B.
C.
D.
After the problem has been logged
After the problem has been prioritized
After the problem has been analyzed
After the problem has been resolved
Answer: C
Question 315
Which is an activity of 'problem identification'?
A.
B.
C.
D.
Analyzing information from software developers
Establishing problem workarounds
Analyzing the cause of problems
Establishing potential permanent solutions
Answer: A
Question 316
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
A.
B.
C.
D.
Service configuration management
Service desk
Problem management
Deployment management
Answer: B
Question 317
Which statement about standard changes is CORRECT?
A.
B.
C.
D.
A full assessment should be completed each time the change is implemented
The change can be implemented with less testing if necessary
The appropriate change authority should be assigned to each type of change
The change does not require additional authorization
Answer: D
Question 318
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.
B.
C.
D.
1 and 2
2 and 3
3 and 4
1 and 4
Answer: A
Question 319
Which statement about the 'service request management' practice is CORRECT?
A.
B.
C.
D.
Service requests are fulfilled using simple workflows
A new workflow is created for each type of request
Additional approval is sometimes needed for restoration of service
Financial authorization is sometimes required for ser-vice requests
Answer: A
Question 320
What is a cause, or potential cause, of one or more incidents?
A.
B.
C.
D.
A configuration item
A workaround
An incident
A problem
Answer: D
Question 321
Which statement about a service value stream is CORRECT?
A.
B.
C.
D.
it uses inputs and outputs prescribed by ITIL
It is a service value chain activity
It integrates practices for a specific scenario
It provides an operating model for service providers
Answer: C
Question 322
What term is used to describe whether a service will meet availability, capacity and security requirements?
A.
B.
C.
D.
Outcomes
Value
Utility
Warranty
Answer: D
Question 323
Identify the missing word in the following sentences.
A sertice 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.
B.
C.
D.
A. utility
warranty
outcomes
outputs
Answer: C
Question 324
A sertice offering may include, 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 user.
Answer: D
Question 325
Which activity is part of the 'continual improvement practice?
A.
B.
C.
D.
handing compliments and complaints from user to identify improvements.
Improving relationships with and between stakeholders.
Prioritizing and creating business cases for improvement initiatives.
Identifying the cause unplanned interruptions to service.
Answer: C
Question 326
Which Practice includes management of workarounds and known errors?
A.
B.
C.
D.
Monitoring and event management
Service configuration management
Problem management
Incident management
Answer: C
Question 327
Which Guiding principle says that it is not usually necessary to build something new?
A.
B.
C.
D.
Focus on value
start where you are
Progress iteratively with feedback
Think and work holistically
Answer: B
Question 328
How are target resolution times used in the 'incident management' practice?
A.
B.
C.
D.
They are agreed, documented, and communicated to help set user expectations
They are established, reviewed, and reported to ensure that customers are happy with the service
They are initiated, approved, and managed to ensure that predictable responses are achieved
They are scheduled, assessed and authorized to reduce the risk of failures
Answer: A
Question 329
Which statement about managing incidents is CORRECT?
A.
B.
C.
D.
Low impact incidents should be resolved efficiently, making logging unnecessary
The 'incident management' practice should use a single process regardless of the impact of the incident
Low impact incidents should be resolved efficiently so the resource required is reduced
Incidents with the lowest impact should be resolved first
Answer: C
Question 330
Which statement about the service value chain is CORRECT?
A.
B.
C.
D.
The service value chain converts value into demand
Each value chain activity uses different combinations of practices to convert inputs into outputs
Each value chain activity identifies a requirement for resources from an external supplier
The ser-vice value chain uses value streams to describe a combination of consumers and providers
Answer: B
Question 331
What describes how components and activities work together to facilitate value creation?
A. The 'TIL service value system
B. The ITIL guiding principles
C. The four dimensions of serv•ice management
D. A service relationship
Answer: A
Question 332
Which practice involves the management of vulnerabilities that were not identified before the service went live?
A.
B.
C.
D.
Service request management
Problem management
Change control
Service level management
Answer: B
Question 333
What should be considered as part of the •partners and suppliers' dimension?
A.
B.
C.
D.
The level of integration and formality involved in the relationships between organizations
The activities, workflows, controls and procedures needed to achieve the agreed objectives
The information created, managed and used in the course of service provision and consumption
The required skills and competencies of teams and individual members of the organization
Answer: A
Question 334
Which is a recommendation of the guiding principle 'think and work holistically'?
A. Conduct a review of existing ser.•ice 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 ser-vice management to ensure coordination of all aspects of an improvement
initiative
Answer: D
Question 335
What impact does automation have on a service desk?
A.
B.
C.
D.
Less low level work and a greater ability to focus on user experience
Increased phone contact and a reduced ability to focus on user experience
Ability to work from multiple locations, geographically dispersed
Ability to work from a single centralised location
Answer: A
Question 336
What aspect of service level management' asks service consumers what their work involves and how technology helps
them?
A.
B.
C.
D.
Customer engagement
Operational metrics
Business metrics
Customer feedback
Answer: A
Question 337
What can be used to determine if a service is fit for purpose?
A.
B.
C.
D.
Availability
Warranty
Outcome
utility
Answer: D
Question 338
In service relationships, what is a benefit of identifying consumer roles?
A.
B.
C.
D.
It enables effective stakeholder management
It provides shared service expectations
It removes constraints from the customer
It enables a common definition of value
Answer: A
Question 339
What varies in size and complexity, and uses functions to achieve its objectives?
A.
B.
C.
D.
A risk
An organization
A practice
An outcome
Answer: B
Question 340
Which includes governance, management practices, and continual improvement?
A.
B.
C.
D.
The service value system
The 'deliver and support' value chain activity
The 'focus on value' guiding principle
The 'value stream and processes' dimension
Answer: A
Question 341
Which statement about service requests is CORRECT?
A.
B.
C.
D.
Complex service requests should be dealt with as normal changes
Service requests that require simple workflows should be dealt with as incidents
Service requests require workflows that should use manual procedures and avoid automation
Service requests are usually formalized using standard procedures far initiation, approval and fulfilment
Answer: D
Question 342
Which dimension focuses on relationships with other organizations that are involved in the design, development,
deployment and del-very of services?
A.
B.
C.
D.
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Answer: C
Question 343
What is defined as a change of state that has significance for the management of an IT service?
A.
B.
C.
D.
Event
Incident
Problem
Known error
Answer: A
Question 344
What can be described as an operating model for the creation and management of products and ser.•ices?
A.
B.
C.
D.
Governance
Service value chain
Guiding principles
Practices
Answer: B
Question 345
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
Answer: A
Question 346
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
Answer: A
Question 347
Which phase of problem management includes analysing incidents to look for patterns and trends?
A.
B.
C.
D.
Problem identification
Problem control
Error contro
Post-implementation review
Answer: A
Question 348
Wlhich statement about the •optimize and automate' guiding principle is CORRECT?
A.
B.
C.
D.
Activities should be automated before they are optimized
Automation is best applied to non-standard tasks
Technology eliminates the need for human
Automation frees human resources for more complex activities
Answer: D
Question 349
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?
A.
B.
C.
D.
Continual improvement
Service value chain
Practices
Guiding principles
Answer: A
Question 350
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
Answer: D
Question 351
Which guiding principle discourages silo activity'?
A.
B.
C.
D.
Focus on value
Start where you are
Collaborate and promote visibility
Keep it simple and practical
Answer: C
Question 352
Which practice facilitates operational communication between the service provider organization and users in the service
consumer organization?
A.
B.
C.
D.
Service level management
Relationship management
Service desk
Monitoring and event management
Answer: C
Question 353
Which dimension considers the application of artificial intelligence to sertice management?
A.
B.
C.
D.
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Answer: B
Question 354
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
A.
B.
C.
D.
A normal change
An emergency change
A standard change
A change model
Answer: C
Question 355
Which benefit is MOST aligned with the guiding principle •progress iteratively with feedback'?
A.
B.
C.
D.
Service providers are able to respond more quickly to customer needs
Bottlenecks in the service provider's workflow are identified.
The complexities of the provider's IT systems are identified.
The service provider gains a better understanding of the customer experience.
Answer: A
Question 356
Which costs are included in the value proposition of a service?
A.
B.
C.
D.
Additional expense that the service consumer has because they are using the service
Money that the service consumer no longer needs to spend because they are using the service
Tangible or intangible results for the service consumer because they are using the service
The benefits, usefulness. and importance of the service that are perceived by the consumer
Answer: D
Question 357
Which practice provides a communications point for users to report operational issues, queries and requests?
A.
B.
C.
D.
Incident management
Continual improvement
Service desk
Relationship management
Answer: C
Explanation:
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should
also be the entry point and single point of cont.
https://www.bmc.com/blogs/itil-service-desk/
Question 358
Which BEST describes the purpose of the 'improve' value chain activity?
A.
B.
C.
D.
To organize a major improvement initiative into several smaller initiatives
To make new and improved services and features available for use
To ensure a shared understanding of the vision and improvement direction for all products and services
To continually improve all products and services across all value chain activities
Answer: D
Explanation
Prioritization of problems based on the risk that they pose
"The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices
across all value chain activities and the four dimensions of service management."
https://www.symphonysummit.com/blog/itil/defining-industry-terms-itil-itsm-and-itil-4/
Question 359
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
Answer: C
Question 360
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
A.
B.
C.
D.
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Answer: D
Explanation
Value streams and processes focus mainly on those areas which ensure integration and coordination of various actions
and parts which contribute towards better
value creation for the organization. This dimension is more concerned about the way the organization has organized the
activities or processes and how it enables
and ensures the value creation across all stakeholders.
https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management
Question 361
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
A.
B.
C.
D.
Service request management
Service level management
Incident management
Change management
Answer: C
Explanation
The purpose of incident management is to minimize the negative impact of incidents by restoring normal service
operation as quickly as possible. Incident
management can have an enormous impact on customer and user satisfaction, and the perception of those stakeholders
of the service provider.
https://www.sysaid.com/blog/itil/everything-you-officially-need-to-know-about-itil-4
Question 362
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
A.
B.
C.
D.
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Answer: B
Explanation
This includes the information and technology needed to deliver services (servers, storage, networks, databases, etc.) as
well as the information and technology
needed to manage those services (ITSM tools, knowledge bases, configuration information, etc.).
https://www.sysaid.com/blog/entry/everything-you-officially-need-to-know-about-itil-4
Question 363
Which statement about the 'continual improvement model' is CORRECT?
A.
B.
C.
D.
Organizations should work through the steps of the model in the sequence in which they are presented
The low of the model helps organizations to link improvements to its goals
The model is applicable to only certain parts of the service value system
Organizations should use an additional model or method to link improvements to customer value
Answer: A
Question 364
Which describes a CORRECT approach to change authorization?
A.
B.
C.
D.
Changes included in the change schedule are pre-authorized and do not need additional authorization
formal changes should be assessed and authorized before they are deployed
Emergency changes should be authorized by as many people as possible to reduce risk
formal changes are typically implemented as requests and authorized by the ser-vice desk
Answer: B
Question 365
Which activity contributes to the 'where are we now?' step of the 'continual improvement model?
A. Executing improvement actions
B. Performing baseline assessments
C. Defining the improvement plan
D. Understanding the business mission
Answer: B
Question 366
Which describe 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
Answer: C
Question 367
Which statement about output is correct?
A.
B.
C.
D.
They consist of several outcomes.
They capture customer demand for services
They contribute to the achievement of outcomes
They describes how the performs.
Answer: C
Question 368
Which statement about outcomes is CORRECT?
A.
B.
C.
D.
Outcomes rely on outputs to deliver results for a stakeholder.
Outcomes use activities to produce tangible or intangible deliverables.
Outcomes gives service consumers assurance of products or services
Outcomes help a consumers to assess the cost of a specific activity
Answer: A
Question 369
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 meet customer expectations
Answer: B
Question 370
Which practice has the purpose of ensuring that the organization's suppliers and their performance and
managed appropriately to support the provision of seamless, quality products and services?
A. Release management
B. Supplier management
C. Service management
D. Relationship management
Answer: B
Question 371
Which will help solve incidents more quickly?
A.
B.
C.
D.
Target resolution times
Escalating all incidents to support teams
Collaboration between teams
Detailed procedural steps far incident investigation
Answer: C
Question 372
Which practice is most likely to benefit from the use of chatbots?
A.
B.
C.
D.
Service level management
Change enablement
Continual improvement
Service desk
Answer: D
Question 373
Where are the details of the required performance outcomes of a service denned?
A.
B.
C.
D.
Service level agreements
Service requests
Service components
Service offerings
Answer: A
Question 374
Which value chain activity ensures a shared understanding of the current status and required direction for all products and
services?
A.
B.
C.
D.
Plan
Improve
Design and transition
Deliver and support
Answer: A
Question 375
Which two practices interact the MOST with the service desk practice?
A.
B.
C.
D.
Incident management and service request management
Service request management and deployment management
Deployment management and change enablement
Change enablement and incident management
Answer: A
Question 376
What type of change is MOST likely to be managed as a service request?
A.
B.
C.
D.
A standard change
A normal change
An emergency change
An organizational change
Answer: B
Question 377
Which is an activity of the 'incident management" practice?
A.
B.
C.
D.
Assessing and prioritizing improvement opportunities
Performing service reviews with customers
Providing good-quality updates when expected
Automating service requests to the greatest degree possible
Answer: A
Question 378
Which principle concentrates on service consumers?
A.
B.
C.
D.
Start where you are
Optimize and automate
Keep it simple
Focus on value
Answer: D
Question 379
Which is included in the purpose of the ‘change enablement’ practice?
A.
B.
C.
D.
Make new and changed services available for use
Ensure that risks have been property assessed
Record and report selected changes of state
Plan and manage the full lifecycle of all IT assets
Answer: B
Question 380
Which activity is part of the 'continual improvement' practice?
A.
B.
C.
D.
Identifying the cause of incidents and recommending related improvements
Authorizing changes to implement improvements
Logging and managing incidents that result in improvement opportunities
Making business cases for improvement action
Answer: A
Question 381
Which practice ensures that any addition, modification, or removal of anything that could have an effect
on services IS assessed and authorized?
A.
B.
C.
D.
Deployment management
Release management
Change enablement
Service configuration management
Answer: C
Question 382
Which is the BEST example of a standard change?
A.
B.
C.
D.
The review and authorization of a change requested by a customer
The implementation of a critical software patch in response to a vendor security Issue
The Installation of a software application in response to a request
The replacement of a component in response to a major incident
Answer: C
Question 383
Which can act as an operating model for an organization?
A.
B.
C.
D.
The four dimensions of service management
The service value chain
The TIL guiding principles
Continual improvement
Answer: B
Question 384
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
Answer: A
Question 385
Which guiding principle leads to a faster response to customer needs by timeboxing activities and
learning from the outputs of previous activities?
A.
B.
C.
D.
Focus on value
Progress iteratively with feedback
Collaborate and promote visibility
Optimize and automate
Answer: B
Question 386
Which practice has a purpose that deludes maximizing the number of successful additions modifications,
or removals of anything that could have an effect on a service?
A.
B.
C.
D.
Service request management
Incident management
Service desk
Change enablement
Answer: D
Question 387
In which situation will incident management USUALLY use a separate process?
A.
B.
C.
D.
Where no target resolution time exists
For low impact incidents
Where the cause must be diagnosed
For information security incidents
Answer: D
Question 388
Which practice minimizes the impact on normal service operation by managing resources in response to
unplanned reductions in service quality?
A.
B.
C.
D.
Incident management
Change enablement
Service level management
Continual improvement
Answer: A
Question 389
Which practice makes use of methods from Lean. Agile and DevOps?
A.
B.
C.
D.
Service desk
Continual improvement
Problem management
Incident management
Answer: B
Question 390
Which statement about service offerings is CORRECT?
A.
B.
C.
D.
The same product can be used as a basis for more than one service offering
Service offerings include the transfer of goods from the consumer to the prowler
Service offerings describe how providers and consumers cooperate to co-create value
Each service should be described to consumers as a single service offering
Answer: A
Question 391
Which is a use of a change schedule?
A.
B.
C.
D.
Speeding up the planning and authorization of emergency changes
Providing information about deployed changes to help manage incidents and problems
Providing a means of initiating and assessing normal changes
Tracking and managing improvement ideas from identification through to final action
Answer: B
Question 392
Which statement about value streams is CORRECT?
A.
B.
C.
D.
Each value stream must include all six value chain activities
Each value stream must be designed far a specific scenario
Each value stream must include all 34 ITIL practices
Each value stream must include suppliers or partners
Answer: B
Question 393
Why should a service level manager carry out regular service reviews?
A.
B.
C.
D.
To ensure that agreements are written simply and are easy to understand
To collect information about service consumer goals and objectives
To capture information about service issues and performance against agreed goals
To ensure continual improvement of services, so that they meet the evolving needs of consumers
Answer: C
Question 394
A flaw in an application could cause a service to fail IT staff are actively analysing the application to try
and understand what is going on. What is the correct name for this type of flaw?
A.
B.
C.
D.
Problem
Incident
Event
Known error
Answer: A
Question 395
Which value chain activity ensures that ongoing service activity meets user expectations?
A.
B.
C.
D.
Plan
Engage
Obtain/build
Deliver and support
Answer: D
Question 396
Which practice's purpose includes creating closer more collaborative relationships?
A.
B.
C.
D.
Supplier management
Information security management
Release management
Service configuration management
Answer: A
Question 397
Which TWO are inputs to the service value system?
1.
2.
3.
4.
Demand
Products
Value
Opportunity
A.
B.
C.
D.
1 and 2
2 and 3
3 and 4
1 and 4
Answer: D
Question 398
What role would be MOST suitable for someone with tots of experience working in IT and business roles?
They also have experience of managing relationships with various stakeholders, including suppliers and
business managers.
A.
B.
C.
D.
Service level manager
Service desk agent
Change authority
Problem analyst
Answer: A
Question 399
Which is the addition, modification or removal of anything that could have an effect on services?
A.
B.
C.
D.
A change
An event
An incident
A problem
Answer: A
Exam 5
Question 400
Which guiding principle recommends consideration of the four dimensions in order to make something
as effective and as useful as it needs to be?
A.
B.
C.
D.
Focus on value
Start where you are
Think and work holisocally
Optimize and automate
Answer: D
Question 401
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and
chatbots?
A.
B.
C.
D.
Service desk
Continual improvement
Problem management
Incident management
Answer: A
Question 402
What is a problem that has been analysed but has not been resolved?
A.
B.
C.
D.
Workaround
Incident
Known error
Event
Answer: C
Question 403
Which facilitates outcomes that customers want to achieve?
A.
B.
C.
D.
Service
Warranty
Organization
IT asset
Answer: A
Question 404
Which practice recommends that organizations develop competencies »n techniques such as strength,
weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
A.
B.
C.
D.
Incident management
Continual improvement
Service request management
Change enablement
Answer: B
Question 405
Which ITIL concept helps an organization to make good decisions?
A.
B.
C.
D.
Four dimensions of service management
Guiding principles
Service value chain
Practices
Answer: B
Question 406
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
A.
B.
C.
D.
Communicate in a way the audience can hear
Sometimes nothing from the current state can be re used
If a practice is easier to follow it is more likely to be adopted
Fast does not mean incomplete
Answer: C
Question 407
Which practice has a purpose that includes responding to conditions that could lead to potential faults or
incidents?
A.
B.
C.
D.
Incident management
Service request management
Monitoring and event management
Change enablement
Answer: C
Question 408
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of
business issues? They also have good communication skills, high emotional intelligence, and a broad
understanding of IT technology.
A.
B.
C.
D.
Service level manager
Service desk agent
Change authority
Problem analyst
Answer: B
Question 409
Which practice nurtures links with stakeholders at strategic and tactical levels'?
A.
B.
C.
D.
Supplier management
Relationship management
Continual improvement
Service level management
Answer: B
Question 410
Which is a way of applying the guiding principle 'focus on value'?
A.
B.
C.
D.
Understanding how service consumers use services
Comprehending the whole, but doing something
Recognizing the complexity of systems
Doing fewer things, but doing them better
Answer: A
Question 411
Which of the following is NOT recommended by the guiding principle 'start where are?
A.
B.
C.
D.
Asking questions that appear to be stupid
Identifying what is available to be leveraged
Building something completely new
Collecting data directly from the source
Answer: C
Question 412
Which is a use of a continual improvement register?
A.
B.
C.
D.
Planning changes, assisting in communication, avoiding conflicts, and assigning resources
Selecting the right method, model or technique for identifying improvements
Tracking and managing improvement ideas from identification through to final action
Describing the services designed to meet the needs of a consumer group
Answer: C
Question 413
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly
communicated?
A.
B.
C.
D.
Incident management
Service level management
Problem management
Service request management
Answer: D
Question 414
Which TWO of the following are considerations of change enablement?
1.
2.
3.
4.
Managing the people aspects of change
Ensuring that organizational transformations are successful
Maximizing the number of successful service changes
Ensuring that changes are properly assessed
A.
B.
C.
D.
1 and 2
2 and 3
3 and 4
1 and 4
Answer: A
Question 415
How can a service consumer contnbute to the reduction of risk?
A.
B.
C.
D.
By providing the service in accordance with requirements
By ensuring that the service provider's resources are correctly configured
By fully understanding then own requirements for the service
By managing the detailed level of risk on behalf of the provider
Answer: C
Question 416
In which case would a problem be logged?
A.
B.
C.
D.
When the cause is identified but not resolved
After analysis of error information from a supplier
When a user reports an unplanned service interruption
Alter a workaround is identified and documented
Answer: A
Question 417
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
A.
B.
C.
D.
Service request management
Change enablement
Problem management
Service level management
Answer: D
Question 418
Which service request management decisions require that policies are established'?
A.
B.
C.
D.
Deciding how degradations of service are resolved
Deciding how to handle service requests where the steps are unknown
Deciding which service requests require approval
Deciding when workarounds should be used
Answer: C
Question 419
Which dimension of service management considers how activities are coordinated?
A.
B.
C.
D.
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Answer: D
Question 420
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to
contribute to resolving this issue?
A.
B.
C.
D.
Incident management
Service level management
Service request management
Change enablement
Answer: C
Question 421
Which practices is MOST associate with the use of empathy to understand users?
A.
B.
C.
D.
Service desk
Continual improvement
Service level management
Change enablement
Answer: A
Question 422
Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service
consumption.
A.
B.
C.
D.
Requirements
Resources
Suppliers
products
Answer: A
Question 423
Which of the following is included in the purpose of the 'continual improvement' printer?
A.
B.
C.
D.
The restoration of normal service operation as quickly as pose ble
The establishment of Inks between the organization and its stakeholders at strategic and tactical levels
The alignment of the organization's practices and services with changing business needs
The reduction of the likelihood and impact of incidents
Answer: C
Question 424
Which is an example are problem control activity?
A.
B.
C.
D.
Reviewing incident records to identify trends
Implementing a technical fix to resolve an issue
Re-assessing a known error to understand the ongoing impact
Documenting the steps in a workaround
Answer: D
Question 425
Which of the following is the MOST important or effective incident management?
A.
B.
C.
D.
Collaboration tools and techniques
Balanced scorecard review
Automated pipelines
A variety of access channels
Answer: A
Question 426
Which practice handles all pre-defined user-initiated ser.•ice actions?
A.
B.
C.
D.
Deployment management
Incident management
Service level management
Service request management
Answer: D
Question 427
Which is an example o' a service request?
A.
B.
C.
D.
A request for normal operation to be restored
A request to implement a security patch
A request tor access to a file
A request to investigate the cause of an incident
Answer: C
Question 428
When using the 'TIL continual improvement model, which information should be produced by an
organization in order to understand where the organization is now?
A.
B.
C.
D.
Business objectives
Improvement plans
Assessment results
KPI reports
Answer: D
Question 429
Which TWO types of competence are MOST important or service desk staff?
1.
2.
3.
4.
Knowledge of business processes
Collaboration skills
Advanced technical knowledge
Workflow design skills
A.
B.
C.
D.
1 and 2
2 and 3
3 and 4
1 and 4
Answer: A
Question 430
Which is CORRECT about change authorization?
A.
B.
C.
D.
A change authority is assigned each time a standard change is requested
Emergency changes are authorized by the technician making the change
Assignment of the change authority is based on the charge type and model
The chance authority will ensure changes are authorized after they are deployed
Answer: C
Question 431
What term is used to describe the functionality of a service?
A.
B.
C.
D.
Output
Outcome
Utility
Warranty
Answer: A
Question 432
Identity the missing word(s) in the blowing sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by
identifying actual and potential causes of incidents, and managing workarounds and
A.
B.
C.
D.
events
charges
IT assets
known errors
Answer: D
Question 433
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.
B.
C.
D.
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Answer: D
Question 434
When working on an improvement iteration, which concept helps to ensure that the iteration activities
remain appropriate in changing circumstances?
A.
B.
C.
D.
Analysis Paralysis
Direct observation
Minimum viable product
Feedback loop
Answer: B
Question 435
Which practice has a purpose that includes the management of financially valuable components that
can contribute to the delivery of an IT service?
A. IT asset management
B. Deployment management
C. Continual management
D. Monitoring and event management
Answer: A
Explanation
An asset is defined as anything that is useful or valuable within a product or service. This value is
generally determined financially: how much an asset costs versus how much it saves.
https://www.bmc.com/blogs/it-asset-management/
Question 436
What is MOST LIKELY to be handled as a service request?
A.
B.
C.
D.
An emergency change to apply a security patch
The implementation of a workaround
Providing a virtual server for a development team
Managing an interruption to a service
Answer: D
Question 437
A sertice will be unavailable for the next two hours for unplanned maintenance. Which practice is
MOST LIKELY to be involved in managing this?
A.
B.
C.
D.
Incident management
Service Request management
Change enablement
Service request management
Answer: A
Explanation
Incident management is typically closely aligned with the service desk, which is the single point of
contact for all users communicating with IT. When a service is disrupted or fails to deliver the promised
performance during normal service hours, it is essential to restore the sertice to normal operation as
quickly as possible.
Question 438
Which practice MOST requires staff who demonstrate skills such as empathy and emotional
intelligence?
A.
B.
C.
D.
Service request management
Service desk
Problem management
Continual management
Answer: B
Explanation
Service desk staff require training and competency across a number of broad technical and business
areas. In particular, they need to demonstrate excellent customer service skills such as empathy,
incident analysis and prioritization, effective communication, and emotional intelligence.
https://www.servicedeskinstitute.com/training-development-2/service-desk-analyst/
Question 439
What is the definition of "service management" ?
A.
B.
C.
D.
A result for a stakeholder enabled by one or more outputs
A formal description of one or more services, designed to address the needs of a target consumer group .
Join activities performed by a service provider and a service consumer to ensure continual value co-creation.
A set of specialized organizational capabilities for enabling value for customers in the form of services.
Answer: D
Explanation
Service management is a set of specialized organizational capabilities for enabling value for customers i
https://www.bmc.com/blogs/itsm/
https://www.bmc.com/blogs/itil-key-concepts-service-management/
Question 440
Which is a description of service provision?
A. A formal description of one or more sentices, designed to address the needs of a service consumer
B. Activities that an organization performs to deliver services
C. A way to help create value by facilitating outcomes that service consumers need
D. Cooperation between two organizations to ensure that a service delivers value
Answer: B
Explanation
The ITIL SVS describes how all the components and activities of the organization work together as a
system to enable value creation.
The SVS is made up of specific inputs. elements. and outputs relevant to service management. The key i
Opportunity refers to options or possibilities to add value for stakeholders or otherwise improve the organization.
Demand refers to need or desire for products and services among internal and external consumers.
https://www.bmc.com/blogs/itil-service-value-system/
https://www.bmc.com/blogs/outcomes-vs-outputs/
Question 441
How is a continual improvement register used?
A. To record requests for provision of a resource or service
B. To provide a structured approach to implementing improvements
C. To organize past, present, and future improvement ideas
D. To authorize changes to implement improvement initiatives
Answer: B
Explanation
The ITIL continual improvement model, which provides organizations with a structured approach to
implementing Improvements
https://www.bmc.com/blogs/itil-continual-improvement/
Question 442
Which is an input to the service value system?
A.
B.
C.
D.
The system of directing and controlling an organization
A model to help meet stakeholders expectations
Recommendations to help an organization in all aspects of its work
A need from consumers for new or changes services
Answer: B
Explanation
The key inputs to the SVS are opportunity and demand. The output of the SVS is value delivered by products and
services. Opportunity refers to options or possibilities to add value for stakeholders or otherwise improve the
organization.
https://www.bmc.com/blogs/itil-service-value-system/
Question 443
Which organization delivers output or outcomes of a service?
A.
B.
C.
D.
A service consumer delivers outcomes of the service
A service provider delivers outcomes of the service
A service consumer delivers outputs of the service
A service provider delivers outputs of the service
Answer: B
Explanation
When an organization acts as a service provider. it produces outputs that help its consumers to achieve certain outcomes.
An output is defined as a tangible or intangible deliverable.
https://www.bmc.com/blogs/outcomes-vs-outputs/
https://www.bmc.com/blogs/itil-key-concepts-service-management/
Question 444
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of
customers?
A.
B.
C.
D.
Service desk
Supplier Management
Service request management
Service level management
Answer: C
Explanation
In order to be aligned to customer outcomes and expectations, SLM requires focus and effort to engage and listen to the
requirements, issues, concerns, and daily needs of customers:
Engagement is needed to understand and confirm the actual ongoing needs and requirements of customers, not simply
what is interpreted by the service provider or has been agreed several years before. ITIL4 refers to value as being cocreated, since It needs the input and validation of customers.
Listening is important as a relationship-building and trust-building activity, to show customers that they are valued and
understood. This helps to move the provider away from
always being in 'solution mode' and to build new, more constructive partnerships. Each customer is unique, and the
service provider must not have a one-size-fits-all approach.
The activities of engaging and listening provide a great opportunity to build improved relationships and to focus on what
really needs to be delivered. They also give service
delivery staff an experience-based understanding of the day-to-day work that is done with their technology, enabling them
to deliver a more business-focused service. When the
customer is engaged and listened to, they feel valued and their perception of the service and service management
activities improves.
https://www.bmc.com/blogs/itil-service-level-management/
Question 445
What is used as a tool to help define and measure performance?
A.
B.
C.
D.
A continual improvement register
An incident record
A change schedule
A service level agreement
Answer: C
Question 446
Which statement about the input and output of the value chain activities is CORRECT?
A. Each value chain activity receives inputs and provides outputs
B. The organization's governance will determine the inputs and outputs of each value chain activity
C. Some value chain activities only have input, whereas others only have outputs
D. Input and output are fixed for each value chain activity
Answer: A
Explanation
Each activity contributes to the value chain by transforming specific inputs into outputs. The inputs could be demand from
outside the value chain, or outputs of other activities,
while the transformation is facilitated by ITIL practices, undertaken using internal or third-party resources, processes,
skills, and competencies.
https://www.bmc.com/blogs/itil-service-value-chain/
Question 447
Identity 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 and the Cls that support them, is
available when and where it is needed
A.
B.
C.
D.
organizations
outcomes
relationships
services
Answer: D
Explanation
The purpose of the service configuration management practice is to ensure that accurate and reliable information about
the configuration of services, and the Cls that support them, is available when and where it is needed. This includes
information on how Cls are configured and the relationships between them.
Question 448
Which value chain activity is concerned with the availability of service components?
A.
B.
C.
D.
Design and transition
Deliver and support
Plan
Obtain/build
Answer: D
Explanation
The Obtain/8uild activity is responsible for ensuring that all service components are available when and where needed,
and that they meet the agreed specifications.
https://www.beyond20.com/blog/what-is-the-itil-4-service-value-chain/
Question 449
Which is the BEST type of resource for investigating complex incidents?
A.
B.
C.
D.
Self-help systems
Knowledgeable support staff
Detailed work instructions
Disaster recuery plans
Answer: B
Explanation
More complex incidents will usually be escalated to a support team for resolution, or even suppliers and partners who
offer support for products and services they provide.
Question 450
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
A.
B.
C.
D.
Change
Event
Known error
Problem
Answer: B
Explanation
https://www.bmc.com/blogs/known-error-database-an-introduction-to-kedbs/
https://www.bmc.com/blogs/itil-problem-management/
Question 451
Which is the FIRST action when optimizing a service?
A.
B.
C.
D.
Assess the current state
Implement the improvement
Understand the organizational context
Agree the future state
Answer: C
Explanation
There are many ways in which practices and services can be optimized. Regardless of the specific techniques, the path to
optimization follows these high-level steps:
Understand and agree the context in which the proposed optimization exists
Assess the current state of the proposed optimization
Question 452
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer
to the organization?
A.
B.
C.
D.
Incident management
Service level management
Service request management
Change enablement
Answer: B
Explanation
https://www.bmc.com/blogs/itil-service-level-management/
Question 453
Which is a financially valuable component that can contribute to the delivery of a service?
A.
B.
C.
D.
Configuration item
Sponsor
IT asset
Service offering
Answer: C
Explanation
IT asset is any financially valuable component that can contribute to the delivery of an IT product or service. The scope
of IT asset management typically includes all software, hardware, networking, cloud services, and client devices.
https://wiki.process-symphony.com.au/framework/lifecycle/process/it-asset-management-itil-4/
Question 454
Which is described by the 'organizations and people' dimension of service management?
A.
B.
C.
D.
Communication and collaboration
Workflows and controls
Inputs and outputs
Contracts and agreement
Answer: A
Explanation
The organizations and people dimension sets out the people aspects of service management to be considered when
designing, operating and changing service offerings. People include employees, managers, executives, customers,
supplier employees, or anybody else who is Involved in the creation or consumption of services.
https://assyst.ifs.com/blog/what-are-the-four-dimensions-of-itil-4
Question 455
What is the customer of a service responsible for?
A.
B.
C.
D.
Authorizing the budget for the service
Provisioning the service
Defining the requirements for the service
using the
Answer: C
Explanation
Customer: A person who defines the requirements for a service and takes responsibility for the outcomes of service
consumption.
https://www.bmc.com/blogs/itil-key-concepts-service-management/
Question 456
Which term is used to describe removing something that could have an effect on a service?
A.
B.
C.
D.
A change
An incident
An IT asset
A problem
Answer: A
Explanation
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on
services.
https://www.bmc.com/blogs/itil-change-enablement/
Question 457
Which TWO BEST describe the guiding principles?
1.
2.
3.
4.
Short term
Standards
Recommendations
Long-term
A.
B.
C.
D.
1 and 4
3 and 4
1 and 2
2 and 3
Answer: B
Question 458
Which BEST describe the focus of the 'think and work holistically' principle?
A.
B.
C.
D.
Considering the existing organizational assets before building something new
Integrating an organization's activities to deliver value
Eliminating unnecessary steps to deliver valuable outcomes
Breaking dawn large initiative into smaller pieces of work
Answer: B
Explanation
Think and work holistically
No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its
customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whale, rather
than as separate parts.
https://www.bmc.com/blogs/itil-guiding-principles/
Question 459
Which practice has a purpose that includes managing authentication and non-repudation?
A.
B.
C.
D.
Information security management
IT Asset Management
Change enablement
Service Configuration management
Answer: A
Explanation
https://www.sciencedirect.com/topics/computer-science/authentication
https://www.sciencedirect.com/topics/computer-science/nonrepudiation
------------------------------------------------------------------------------------------------------------------Question 460
Which of the following is the MOST important for effective incident management?
A.
B.
C.
D.
A variety of access channels
Balanced scorecard review
Automated pipelines
Collaboration tools and techniques
Answer: D
Explanation
Effective incident management often requires a high level of collaboration within and between teams as this can facilitate
information-sharing and learning, as well as helping to solve the incident more efficiently and effectively. There may also
be a need for good collaboration tools so that people working on an incident can work together effectively. One technique
that takes advantage of collaboration IS termed swarming. This brings many different stakeholders together to work on
the issue. Management of incidents may require frequent interaction with third party suppliers, and routine management of
this aspect of supplier contracts is often part of the incident management practice.
https://www.bmc.com/blogs/itil-incident-management/
------------------------------------------------------------------------------------------------------------------Question 461
Which practice handles all pre-defined user-initiated service actions?
A. Deployment management
B. Incident management
C. Service level management
D. Service request management
Answer: D
Explanation
The purpose of the service request management practice is to support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner. Service request management is
dependent upon well-designed processes and procedures, which are operationahzed through tracking and automation
tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these
guidelines:
Service requests and their fulfilment should be standardized and automated to the greatest degree possible.
Policies should define which sertice requests will be fulfilled with limited or even no additional approvals so that fulfilment
can be streamlined.
The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can
realistically deliver.
Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take
advantage of automation.
https://www.bmc.com/blogs/itil-service-request-management/
Question 462
Which is the FIRST thing to consider when focusing on value?
A.
B.
C.
D.
Identifying the service customer who will receive value
Defining customer experience and user experience
Understanding what is valuable to the service consumer
Ensuring value is co-created by improvement initiatives.
Answer: A
Explanation
When focusing on value, the first step is to know who are the customers and key stakeholders being served. Next, it is
important to have an understanding of what consitutes value from the consumer's perspective.
https://www.bmc.com/blogs/itil-guiding-principles/
Question 463
Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building
for the future.
A.
B.
C.
D.
Consider
Discard
Re-use
Improve
Answer: A
Question 464
For which purpose would the continual improvement practice use a SWOT analysis?
A. Understanding the current state
B. Defining the future desired state
C. Tracking and managing ideas
D. Ensuring everyone actively participates
Answer: A
Explanation
A SWOT (also known as SLOT) analysis is a powerful strategic planning tool used to evaluate the Strengths,
Weaknesses/Limitations, Opportunities and Threats to a project or business.
steppingstonesforbusiness.co.uk/wp-content/uploads/2012/07/FS116-SWOT-Analysis-for-Continuous-Improvement.pdf
Question 465
What is the difference between the 'incident management' and service desk' practices?
A. Incident management restores service operation, service desk provides communication with users
B. incident management manages interruptions to service desk monitors achieved service quality
C. incident management resolves issues, service desk investigates the underlying causes of issues
D. incident management resolves complex issues, desk resolve simpler issues.
Answer: A
Explanation
A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is
there to assist with not only break-fix but also with service requests (requests for new sertices) and requests for
information (such as "how do I do X?").
https://www.atlassian.com/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm
Question 466
Which step of the 'continual improvement model' defines measurable targets?
A.
B.
C.
D.
how we get there?
Where are we now?
What is the vision?
Where do we want to be?
Answer: D
Explanation
This is one of the most important questions for continual improvement. This question helps to define measurable targets
for the IT service provider that will help to reach the vision of the company in the long-term. At this stage, we look at the
identified key performance indicators from the previous step and determine what values we want to target for each of
these indicators. This decision must be made With the business's vision in mind, but also with a sense of what is
practically possible.
https://blog.masterofproject.com/continual-improvement-model/
Question 467
Which is part of the value proposition of a service?
A. Costs removed from the consumer by the service
B. Costs imposed on the consumer by the service
C. Outputs of the service received by the consumer
D. Risks imposed on the consumer by the
Answer: A
Explanation
Costs are the amount of money spent on a specific activity or resource. From the service consumer's perspective, there
are two types of cost involved in service relationships:
Costs removed from the consumer by the service (a part of the value proposition). For example, for a car sharing service,
the customer does not pay for the actual cost of purchasing the car.
https://www.bmc.com/blogs/itil-key-concepts-service-management/
Question 468
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
A.
B.
C.
D.
Problem identification
Problem control
Error contro
Problem analysis
Answer: C
Explanation
Error control also regularly re-assesses the status of known errors that have not been resolved, taking account of the
overall impact on customers and/or service availability, and the cost of permanent resolutions, and effectiveness of
workarounds.
https://www.bmc.com/blogs/itil-problem-management/
Question 469
What is included in the purpose of the ‘release management' practice?
A.
B.
C.
D.
Authorizing changes to proceed
Making new features available for use
Moving new software to live environments
Ensuring information about services is available
Answer: B
Explanation
The purpose of the release management practice is to make new and changed services and features available for use.
Release: A version of a service or other configuration item, or a collection of configuration items, that is made available for
use.
https://wiki.process-symphony.com.au/framework/lifecycle/process/release-management-itil-4/
Question 470
Why should a service level agreement include bundles of metrics?
A. To ensure that the service levels have been agreed with customers
B. To reduce the number of metrics that need to be measured and reported
C. To ensure that all services are included in the service reports
D. To help focus on business outcomes, rather than operational result.
Answer: D
Explanation
Individual metrics without a specified sertice context are unhelpful. They should relate to defined outcomes and not simply
operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key
business outcomes.
https://www.bmc.com/blogs/itil-service-level-management/
Question 471
Which is an example of a service request?
A.
B.
C.
D.
A request for normal operation to be restored
A request to implement a security patch
A request for access to a file
A request to investigate the cause of an incident
Answer: C
Explanation
https://www.bmc.com/blogsfttil-service-request-management/
Question 472
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
A.
B.
C.
D.
Value streams and processes
Partners and suppliers
Information and technology
Organizations and people
Answer: A
Explanation
Value Streams & Processes
The value streams and processes dimension is concerned with how the various parts of the organization work in an
integrated and coordinated way to enable value creation through products and services. This dimension defines
the activities, workflows, controls and procedures needed to achieve agreed objectives. What matters in service
management is that an organization establishes an operating model that that effectively organizes the key activities
needed to manage products and services.
Value streams
A value stream is defined as a series of steps an organization undertakes to create and deliver products and services to
consumers.
Structuring the organization's service and product portfolios around value streams allows it to have a clear picture of what
it delivers and how, and to make continual improvements to its services. By mapping its value streams,
an organization can identify what is critical, what introduces waste and what can be improved upon.
Processes
A process is defined as a set of interrelated or interacting activities that transform inputs into outputs.
https://www.bmc.com/blogs/outcomes-vs-outputs/
Processes define the sequence of actions and their dependencies, as well as describe what is done to accomplish an
objective. Processes are underpinned by policies and can be broken down further through procedures which
outline what is done, when, and by whom.
https://www.bmc.com/blogsfttil-four-dimensions-sentice-management/
Question 473
Which practice balance management of risk with maximizing throughput?
A.
B.
C.
D.
Change enablement
Continual improvement
Incident management
Problem management
Answer: A
Explanation
The purpose of the change enablement practice is to maximize the number of successful IT changes by ensuring that
risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
Question 474
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.
B.
C.
D.
Keep it simple and practical
Think and work holistically
Star. where you are
Progress iteratively with feedback
Answer: A
Explanation
https://assyst.ifs.com/blog/the-7-guiding-principles-of-itil-4-0
Don't over-engineer solutions. Think about what you can do now.
Like focus on value, this principle is heavily focused on the prevention of waste. Waste correlates with complexity. Higher
complexity means there are more opportunities for waste to creep into a system.
Focus on delivering the desired outcome. not building the most elegant and elaborate solution. Use the minimum number
of steps to deliver that outcome. ensuring you are not over-processing (delivering quality above and beyons
https://leanmanufacturingtools.org/121/waste-of-overprocessing-causes-symptoms-examples-and-solutions/
Question 475
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
A.
B.
C.
D.
Incident management
Service level management
Problem management
Service request management
Answer: D
Explanation
A service request is defined as a request from a user or a user's authorized representative that initiates a ser-vice action
which has been agreed as a normal part of service delivery.
The purpose of the service request management practice is to support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner. Service request
management is dependent upon well-designed processes and procedures, which are operationalized through tracking
and automation tools to maximize the efficiency of the practice. To be handled optimally, service request
management should follow these guidelines:
Service requests and their fulfilment should be standardized and automated to the greatest degree possible.
Policies should define which service requests will be fulfilled with limited or even no additional approvals so that
fulfilment can be streamlined.
The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can
realistically deliver.
Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take
advantage of automation.
https://www.bmc.com/blogsfttil-service-request-management/
Question 476
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service
A.
B.
C.
D.
value
consumption
management
provision
Answer: B
Explanation
Sponsor: A person who authorizes budget for service consumption; e.g., the Finance Manager
https://www.bmc.com/blogs/itil-key-concepts-service-management/
Question 477
What ensures that a service provider and a service consumer continually co-create value?
A.
B.
C.
D.
Service consumption
Service offerings
Change enablement
Service relationship management
Answer: D
Explanation
A service relationship is defined as the cooperation between a sertice provider and service consumer. Service
relationships are established between two or more organizations to co-create value. An organization can play the role of
provider or consumer interchangeably, depending on the situation.
https://www.bmc.com/blogs/itil-key-concepts-service-management/
Question 478
What type of change is often used for resolving incidents or implementing security patches?
A.
B.
C.
D.
Standard change
Normal change
Emergency change
Change model
Answer: C
Explanation
A change that must be implemented as soon as possible without strictly following the standard process e.g. to resolve an
incident or implement a security patch.
https://www.bmc.com/blogs/security-vulnerability-vs-threat-vs-risk-whats-difference/
The process for assessment and authorization is expedited to ensure quick implementation, so scheduling and
documentation is not a priority.
The change authority may be separate from what is standard or normal practice, typically smaller in number but with
greater capacity to expedite approval.
https://www.bmc.com/blogs/itil-change-enablement/
Question 479
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
A.
B.
C.
D.
Service relationship management
Service consumption
The value system
The release management' practice
Answer: C
Explanation
Organizations maximize co-creation of value with their customers by facilitating the outcomes they want to achieve. The
four dimensions of service management have shown that a holistic approach is the best way for an organization to:
Achieve its goals in delivering quality and cost effective services
Meet the needs of its customers
Satisfy the requirements of its stakeholders
https://www.bmc.com/blogs/itil-service-value-system/
Question 480
Which statement about outcomes is CORRECT?
A.
B.
C.
D.
Outcomes enable products to be delivered to a stakeholder
An outcome defines the amount of money spent on technology for a service
An outcome depends on at least one output to deliver a result
Outcomes provide assurance to stakeholders on how a service performs
Answer: C
Explanation
It is important to understand the difference in these terms not just for clarity, but because outputs are much easier to
measure than outcomes.
Outputs are nearly always quantitative, with data available to show whether these have been delivered. Outputs are easy
to report on and to validate. There is no grey area.
Outcomes are more challenging to verify because they are both qualitative and quantitative. Whether your outcomes have
been achieved will rely, to a great extent. on the perception of the people who receive the sewice. Perceptic
https://www.sysaid.com/blog/general-it/the-difference-between-outcomes-and-outputs-makes-a-difference
https://www.bmc.com/blogs/outcomes-vs-outputs/
Question 481
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
A.
B.
C.
D.
Monitoring and event management
Service level management
Change enablement
Service desk
Answer: B
Explanation
To set clear business-based targets for service performance, so that the delivery of a serv•ice can be properly assessed,
monitored, and managed against these targets.
https://www.bmc.com/blogs/itil-management-practices/
Question 482
Which service value chain activity deals with the purchase of new products?
A.
B.
C.
D.
Engage
Obtain/build
Plan
Improve
Answer: B
Explanation
In ITIL there are six activities in the service value chain which represent the steps an organization takes in the creation of
value:
Plan
Engage
Design and Transition
Obtain/8uild
Deliver and Support
Improve
https://www.bmc.com/blogs/itil-service-value-chain/
Question 483
Which is included in the purpose of the 'improve' value chain activity?
A.
B.
C.
D.
Ensuring the continual improvement of practices across all value chain activities
Ensuring that services continually meet expectations for quality, costs, and lime to market
Ensuring a shared understanding of the improvement direction for services across the organization
Ensuring continual engagement and good relationships with all stakeholders
Answer: A
Explanation
The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices
across all value chain activities and the four dimensions of service management.
https://wiki.process-symphony.com.au/framework/lifecycle/service-value-systemitil-4/
Question 484
What is defined as "any component that needs to be managed in order to deliver an IT service"?
A.
B.
C.
D.
An event
An IT asset
A configuration item
A change
Answer: C
Explanation
Cls are simply any component that needs to be managed in order to deliver an IT service. A server, a virtual server, or
even the configuration of an application could be considered a Cl, for example
https://www.bmc.com/blogs/itil-asset-configuration-management/
Question 485
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 or 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 eficiency o manual processes.
4 It is important to understand the organization s objectives when assessing the impact of potential improvements.
A.
B.
C.
D.
1 and 2
2 and 3
3 and 4
1 and 4
Answer: C
Explanation
You need to use all of your resources as effectively and efficiently as you can. This means that you should automate
wherever you can, and use people only for tasks that can't be automated. It also means that you need to think
carefully about what you can automate and about the circumstances where only a person will do; and about simplifying
those processes you do decide to automate to eliminate wasteful or inefficient steps.
You should always optimize the work BEFORE automate it, as automating something that is inefficient or ineffective may
just result in you doing the wrong thing faster!
https://www.sysaid.com/blog/itil/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions
Question 486
Which statement about emergency changes is CORRECT?
A.
B.
C.
D.
Emergency changes are low risk and well understood
Authorization of emergency changes may be deferred until after implementation
It is necessary to complete all documentation before an emergency charge is implemented
Emergency changes are not usually recorded in the change schedule
Answer: D
Explanation
Emergency changes. These are changes that must be implemented as soon as possible; for example, to resolve an
incident or implement a security patch. Emergency changes are not typically included in a change schedule, and the
process for assessment and authorization is expedited to ensure they can be implemented quickly. As far as possible,
emergency changes should be subject to the same testing, assessment, and authorization as normal changes,
but it may be acceptable to defer some documentation until after the change has been implemented, and sometimes it will
be necessary to implement the change with less testing due to time constraints. There may also be a
separate change authority for emergency changes, typically including a small number of senior managers who understand
the business risks involved.
https://itsm.tools/why-what-change-management/
https://www.sciencedirect.com/topics/computer-science/nonrepudiation#:~:text=Nonrepudiation%20means%20a%20user,the%20integrity%20of%20that%20transaction.
https://www.sciencedirect.com/topics/computer-science/authentication
Question 487
Which is the definition of an IT asset?
A.
B.
C.
D.
Any financially valuable component that contributes to a service
Any request from a user that is a normal part of service delivery
Any component that needs to be managed to deliver a service
Any change of state that has significance far the management of a service
Answer: A
Explanation
IT asset is any financially valuable component that can contribute to the delivery of an IT product or service. The scope of
IT asset management typically includes all software, hardware, networking, cloud services, and client devices.
https://wiki.process-symphony.com.au/framework/lifecycle/process/it-asset-management-itil-4/
Question 488
Which is described by the 'organizations and people' dimension of service management?
A.
B.
C.
D.
Workflows and controls
Communication and collaboration
Inputs and outputs
Contracts and agreements
Answer: B
Explanation
The organizations and people dimension sets out the people aspects of service management to be considered when
designing, operating and changing service offerings. People include employees, managers, executives, customers,
supplier employees, or anybody else who is involved in the creation or consumption of services.
https://assyst.ifs.com/blog/itil4-organizations-and-people
Question 489
What is defined as the role that uses services?
A.
B.
C.
D.
Service consumer
Customer
User
Sponsor
Answer: C
Explanation
user: A person who uses services; e.g. the company employees.
https://www.bmc.com/blogs/itil-key-concepts-service-management/
Question 490
Which is an activity in the 'Problem control' phase of problem management?
A.
B.
C.
D.
Re-assessing a known error to manage the ongoing impact.
Reviewing incident records to identity trends
Implementing a technical fix to resolve an issue
Documenting the steps in workaround
Answer: D
Explanation
Problem Control. Problem control activities include problem analysis and documenting workarounds and known errors.
Just like incidents, problems will be prioritized based on the risk they pose in terms of probability and impact to services.
Focus should be given to problems that have highest risk to services and service management.
https://www.bmc.com/blogs/itil-problem-management/
Question 491
What should remain constant within an organization, even when the organization's objectives change?
A.
B.
C.
D.
Outputs
Guiding principles
Service offerings
Outcomes
Answer: B
https://www.bmc.com/blogs/itil-guiding-principles/
Question 492
Which is a key element of the 'think and work holistically' guiding principle?
A.
B.
C.
D.
Assessing which procedures can be re-used when improving a service
Understanding the methods applicable to complex systems
Eliminating metrics which do not contribute to achieving an objective
using technology for standard tasks to give people time for complex activities
Answer: B
Explanation
No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its
customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as
a whole, rather than as separate parts.
Taking a holistic approach to service management includes establishing an understanding of how all the parts of an
organization work together in an integrated way (remember the four dimensions of service management?),
including having an end-to-end visibility of how demand is captured and translated into outcomes. In a complex system,
the alteration of one element can impact others and, where possible, these impacts need to be identified,
analysed and planned for.
To apply this principle successfully, consider this advice:
Recognize the complexity of the systems
Collaboration is key to thinking and working holistically
Where possible, look for patterns in the needs of and interactions between system elements.
Automation can facilitate working holistically
https://www.bmc.com/blogs/itil-guiding-principles/
Question 493
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
A.
B.
C.
D.
Information security management
Continual improvement
Monitoring and event management
Service level management
Answer: A
Explanation
To protect the information needed by the organization to conduct its business. This includes understanding and managing
risks to the confidentiality, integrity, and availability of information, as well as other aspects of information
security such as authentication and non-repudiation.
https://www.bmc.com/blogs/itil-management-practices/
Question 494
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
A.
B.
C.
D.
Suppliers
Customers
Relationship managers
Developers
Answer: B
Explanation
The first important step is identifying and managing all the stakeholder groups that an organization deals with. The first
and most obvious stakeholder group is the customers, as in service management the organization's main
goal is to facilitate customer outcomes. Other examples of stakeholder collaboration include:
Developers working with other internal teams
Suppliers collaborating with the organization
Relationship managers collaborating with service consumers
Customers collaborating with each other
Internal and external suppliers collaborating with each other
The contribution to improvement of each stakeholder group at each level should be understood, as should the most
effective methods to engage with them. Depending on the service and the relationship between the service
provider and the service consumer, the expectations about the level and type of collaboration can vary significantly. It is
important to involve stakeholders, and address their needs at all levels. Determining the type, method, and frequency of
such messaging is one of the central activities related to communication.
https://www.bmc.com/blogs/itil-guiding-principles/
Question 495
Which activity is NOT recommended by the start where you are guiding principle?
A.
B.
C.
D.
Involving people who are not familiar with a service when observing and assessing its activities
Applying risk management when considering to introduce new processes
Using source data to avoid any unintentional data distortion found in reports
Discarding existing processes before assessing their usefulness
Answer: D
Explanation
Don't start from scratch and build something new without considering what you already have. It's almost always better to
improve what you currently have than to throw it all away and start again, although you must also be able
to recognise when a complete replacement is, in fact, needed.
Not only is this approach less wasteful than starting from scratch — because it preserves value that you already
have — but it also helps you to keep your people on board. Thefre much more likely to support the changes you need
if their previous contributions have been appropriately valued.
Don't rely on metrics and reports to tell you what the current situation is. When you carry out an assessment you should
observe what is happening for yourself, and just use the metrics to support your observations.
https://www.sysaid.com/blog/itil/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions
Question 496
For which purpose would the continual improvement practice use a SWOT analysis?
A.
B.
C.
D.
Understanding the current state
Defining the future desired state
Tracking and managing ideas
Ensuring everyone actively participates
Answer: A
Explanation
The second step is to conduct an objective current-state assessment of existing services and sewice management
practices. This should include consideration of the users' perception of the value being received, along with a review
of people's competencies and skills, the processes and procedures involved, the capabilities of the available technological
solutions and the prevailing organizational culture. The success of an improvement initiative depends on a clear and
accurate understanding of the starting point and the required impact of the initiative.
For example, an organization can measure the current net promoter score (NPS) from a customer satisfaction survey,
conduct a benchmark survey against its competitors or review findings of operational statistics or audit reports
to understand its current state. If this step is skipped, the current state will not be understood and there will not be an
objective baseline measurement against which improvement can be measured.
https://www.bmc.com/blogs/itil-continual-improvement/
Question 497
What can a change schedule be used for?
A.
B.
C.
D.
Speeding up the planning and authorization of emergency changes
Providing information about deployed changes to help manage incidents and problems.
Tracking and managing improvement ideas from identification through to final action
Providing a way to initiate normal changes
Answer: B
Explanation
The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources. It can
also be used after changes have been deployed to provide information needed for incident management, problem
management, and improvement planning.
https://www.bmc.com/blogs/itil-change-enablement/
Question 498
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders,
including suppliers and business managers?
A. Service level manager
B. Service desk agent
C. Change authority
D. Problem analyst
Answer: A
Explanation
The purpose of the SLM practice is to set clear business-based targets for service performance, so that the delivery of a
service can be properly assessed, monitored, and managed against these targets. SLM involves service level
activities, including.
Defining service levels
Documenting
Actively managing them
https://www.bmc.com/blogs/itil-service-level-management/
Question 499
Which practice ensures that a variety of access channels are available for users to report issues?
A.
B.
C.
D.
Service desk
Service level management
Incident management
Change enablement
Answer: A
Explanation
Service desks provide a variety of channels for access including:
Phone calls, which can include specialized technology, such as interactive voice response (IVR), conference calls, voice
recognition, and others.
Service portals and mobile applications, supported by service and request catalogues, and knowledge bases.
Chat, through live chat and chatbots.
Email for logging and updating, and for follow-up surveys and confirmations.
Walk-in service desk (which are becoming more prevalent in some sectors, such as higher education, where there are
high peaks of activity that demand physical presence).
Text and social media messaging, which are useful for notifications in case of major incidents and for contacting specific
stakeholder groups, but can also be used to allow users to request support.
Public and corporate social media and discussion forums for contacting the service provider and for peer-to-peer support.
https://www.bmc.com/blogs/itil-service-desk/
Exam 6
Question 500
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
Answer: C
Explanation
Continual improvement encompasses all elements of the 'TIL SVS. It involves aligning an organization's practices and
services with changing business needs, through the ongoing assessment and improvement of each element involved in
the management of products and services. Continual improvement applies to the SVS in its entirety, as well as to all of the
organization's products, services, components, and relationships, and is the responsibility of every Individual involved in
service management.
https://www.bmc.com/blogs/itil-continual-improvement/
Question 501
Which is a key requirement for successful service level agreements (SLAs)?
A.
B.
C.
D.
They should be written using language and terms which all parties will understand
They should be based on system-based metrics which are useful to the service provider
They should be carried forward, unchanged, rom one year to the next to enable uunsisleni service
They should avoid ambiguous targets such as those relating to user experience
Answer: A
Explanation
An SLA is defined as a documented agreement between a service provider and a customer that identifies both services
required and the expected level of sewice.
SLAS are used to measure the performance of services from the customer's point of view, and it is important that they are
agreed in the wider business context.
Some of the key requirements for successful SLAS include:
They must be related to a defined 'service' in the service catalogue. Individual metrics without a specified service context
are unhelpful.
They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles
of metrics, such as customer satisfaction and key business outcomes.
They should reflect an 'agreement': an engagement and discussion between the service provider and the service
consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
They must be simply written and easy to understand and use for all parties.
https://www.bmc.com/blogs/itil-service-level-management/
Question 502
Which of the four dimensions focuses or managing data in compliance with industry regulations?
A.
B.
C.
D.
Partners and suppliers
Organizations and people
Value streams and processes
Information and technology
Answer: D
Explanation
ITIL@ has defined four dimensions that collectively are critical to the effective and efficient delivery of value to customers
and other stakeholders in the form of products and services. These dimensions are:
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
Question 503
When using the continual improvement model, which information should be produced by an organization to understand
where the organization is now?
A.
B.
C.
D.
Business objectives
Improvement plans
Assessment results
Measureable Targets
Answer: C
Explanation
The second step is to conduct an objective current-state assessment of existing services and service management
practices. This should include consideration of the users' perception of the value being received, along with a review of
people's competencies and skills, the processes and procedures involved, the capabilities of the available technological
solutions and the prevailing organizational culture. The success of an improvement initiative depends on a clear and
accurate understanding of the starting point and the required impact of the initiative.
For example, an organization can measure the current net promoter score (NPS) from a customer satisfaction survey,
conduct a benchmark survey against its competitors or review findings of operational statistics or audit reports to
understand its current state. If this step is skipped, the current state will not be understood and there will not be an
objective baseline measurement against which improvement can be measured.
https://www.bmc.com/blogs/itil-continual-improvement/