1. What is the definition of a service?
a. A set of interconnected components that work together to provide a
desired outcome
b. A tangible or intangible deliverable that is produced by carrying out
an activity
c. 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
d. The assurance that a product or service will meet agreed requirements
2. Identify the missing word(s) in the following sentence. A(n) [?] is a group of
people who share a common goal and work together to achieve that goal.
a. Organization
b. Service desk
c. Service level agreement
d. Value stream
3. What is the definition of a service desk?
a. A point of contact between a service provider and a user
b. A set of interconnected components that work together to provide a
desired outcome
c. 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
d. A group of people who share a common goal and work together to
achieve that goal
4. Identify the missing word(s) in the following sentence. [?] is/are the value
that the customer realizes from using the service.
a. Utility
b. Warranty
c. Outcome
d. Value
5. What is the purpose of the 'change control' practice?
a. Ensuring that services deliver agreed levels of availability or that
change can be assessed
6.
7.
8.
9.
b. Setting clear business-based targets for service performance so that
the delivery of a service can be properly assessed, monitored, and
managed against these targets
c. Minimizing the negative impact of incidents by restoring normal
service operation as quickly as possible
d. Enabling the organization to make beneficial changes to a service with
minimal disruption to services
What is the purpose of the 'release management' practice?
a. Ensuring that services deliver agreed levels of availability or that
change can be assessed
b. Setting clear business-based targets for service performance so that
the delivery of a service can be properly assessed, monitored, and
managed against these targets
c. Enabling the organization to make beneficial changes to a service with
minimal disruption to services
d. Minimizing the negative impact of incidents by restoring normal
service operation as quickly as possible
Identify the missing word(s) in the following sentence. A [?] is a document
that identifies all the individual pieces of an IT service.
a. Service level agreement
b. Configuration item
c. Incident report
d. Change request
What is the definition of a problem?
a. An unplanned interruption to an IT service or a reduction in the
quality of an IT service
b. A possible event that could cause harm or loss, or make it more
difficult to achieve objectives c) The underlying cause of one or more
incidents
c. A request from a user for information, advice, or for a standard
change
Identify the missing word(s) in the following sentence. Service [?] is the
practice of ensuring that services deliver agreed levels of availability or that
change can be assessed, mitigated, or prevented.
a. Level Management
b. Capacity and performance management
c. Request management
d. Availability management
10. Which of the following is not an objective of the service desk?
a. Restoring service as quickly as possible
b. Handling all service requests effectively and efficiently
c. Improving overall customer satisfaction with IT services
d. Developing and maintaining a comprehensive knowledge
management system
11. What is the definition of an incident?
a. Any event that is not part of the standard operation of a service and
which causes or may cause disruption to or a reduction in the quality
of services
b. A request from a user for information, advice, or for a standard
change or access to an IT service
c. A significant change in the status of a CI, service, or IT infrastructure
component that needs to be recorded
d. A pre-defined change that is low risk, relatively common, and follows
a procedure or work instruction
12. Which of the following is not a purpose of the change management practice?
a. To ensure that changes are made in a standardized and efficient
manner
b. To minimize the impact of incidents caused by changes
c. To ensure that changes are only made in response to a customer
request
d. To optimize overall business value through the effective and efficient
handling of changes
13. Which of the following best describes the purpose of the continual
improvement practice?
a. To align the organization's practices and services with changing
business needs
b. To ensure that services deliver agreed levels of availability or that
change can be assessed
c. To minimize the negative impact of incidents by restoring normal
service operation as quickly as possible
d. To identify improvement opportunities in all aspects of the
organization's practices and services
14. Which of the following is not a stage of the service value system?
a. Plan
b. Improve
c. Deliver
d. Monitor
15. Which of the following is not a dimension of service management?
a. Organizations and people
b. Value streams and processes
c. Partners and suppliers
d. Technology and infrastructure
16. What is the definition of a change?
a. An event that is not part of the standard operation of a service and
which causes or may cause disruption to or a reduction in the quality
of services
b. A request from a user for information, advice, or for a standard
change or access to an IT service
c. A significant change in the status of a CI, service, or IT infrastructure
component that needs to be recorded
d. The addition, modification, or removal of anything that could have an
effect on IT services
17. Which of the following is not a practice within the service value chain?
a. Service desk
b. Service-level management
c. Incident management
d. Problem management
18. What is the purpose of the 'service level management' practice?
a. 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
b. To minimize the negative impact of incidents by restoring normal
service operation as quickly as possible
c. To ensure that an organization's suppliers and their performance levels
are managed appropriately to support the provision of seamless
quality products and services
d. To establish and nurture links between an organization and its
stakeholders at strategic and tactical levels
19. Which of the following is the purpose of the 'change enablement' practice?
a. Ensuring that services deliver agreed levels of availability or that
change can be assessed
b. Setting clear business-based targets for service performance so that
the delivery of a service can be properly assessed, monitored, and
managed against these targets
c. Establishing and nurturing links between an organization and its
stakeholders at strategic and tactical levels
d. Enabling the organization to make beneficial changes quickly and
reliably at lower risk by ensuring that the right people are involved in
change-related decisions and activities, and by ensuring that changes
are recorded and evaluated.
20. What is the purpose of the 'service desk' practice?
a. Reducing the likelihood and impact of incidents by identifying actual
and potential causes of incidents, and managing workarounds and
known errors
b. Providing a single point of contact between service providers and
users
c. Setting clear business-based targets for service performance so that
the delivery of a service can be properly assessed, monitored, and
managed against these targets
d. Enabling the organization to make beneficial changes quickly and
reliably at lower risk by ensuring that the right people are involved in
change-related decisions and activities, and by ensuring that changes
are recorded and evaluated.
21. Identify the missing word(s) in the following sentence. [?] management is
the practice of maintaining information about configuration items required to
deliver an IT service, including their relationships.
a. Service level
b. Change
c. Release
d. Configuration
22. What is the definition of a 'service request'?
a. A formal proposal for a new service or a significant change to an
existing service
b. A request from a user for information, advice, a standard change, or
access to an IT service
c. An issue reported by a user that needs to be resolved in order to
restore normal service operation
d. A plan that details the steps to be taken to manage a significant
change to an IT service or IT infrastructure
23. What is the definition of a 'service level agreement' (SLA)?
a. A document that describes the requirements for a new service or a
significant change to an existing service
b. A formal agreement between a service provider and their customer(s)
that defines the key service targets, responsibilities, and dependencies
of the service provider and customer(s)
c. A plan that details the steps to be taken to manage a significant
change to an IT service or IT infrastructure
d. A document that describes the specific targets for service performance
that will be used to measure and report on the actual performance of a
service
24. Identify the missing word(s) in the following sentence. Service [?]
management is the practice of managing the capacity and performance of IT
services and IT infrastructure.
a. Level
b. Asset
c. Request
d. Capacity and performance
25. What is the purpose of the 'incident management' practice?
a. Ensuring that services deliver agreed levels of availability or that
change can be assessed
b. Reducing the likelihood and impact of incidents by identifying actual
and potential causes of incidents, and managing workarounds and
known errors
c. Providing a single point of contact between service providers and
users
d. Minimizing the negative impact of incidents by restoring normal
service operation as quickly as possible
26. Which ITIL practice helps organizations deliver value through the use of
services?
a. Service level management
b. Service design
c. Service management
d. Service operation
27. Which stage of the ITIL service lifecycle is responsible for ensuring that
services are designed, developed, and implemented according to business
requirements?
a. Service transition
b. Service operation
c. Service design
d. Service Strategy
28. Which ITIL practice provides guidance on the use of metrics and
measurements?
a. Service level management
b. Continual service improvement
c. Service desk
d. Service operation
29. Which ITIL practice helps organizations identify, prioritize, and manage
risks?
a. Service level management
b. Continual service improvement
c. Risk management
d. Service operation
30. Which ITIL practice is responsible for managing the flow of information
between the service provider and the customer?
a. Service desk
b. Service level management
c. Service transition
d. Service operation
31. Which ITIL practice is responsible for ensuring that services are delivered
according to agreed-upon service levels?
a. Service level management
b. Service desk
c. Service transition
d. Service operation
32. Which ITIL practice provides guidance on the development and
improvement of the skills and knowledge of IT staff?
a. Service level management
b. Continual service improvement
c. Service desk
d. Service operation
33. Which stage of the ITIL service lifecycle is responsible for the ongoing
management and improvement of services?
a. Service transition
b. Service strategy
c. Continual service improvement
d. Service operation
34. Which ITIL practice is responsible for managing the availability of services?
a. Service level management
b. Availability management
c. Service desk
d. Service operation
35. Which ITIL practice helps organizations manage the cost of services?
a. Service desk
b. Service level management
c. Service operation
d. financial management for IT services
36. Which of the following is NOT one of the four dimensions of ITIL 4?
a. Organizations and people
b. Information and technology
c. Partners and suppliers
d. Service processes
37. Which dimension of ITIL 4 refers to the culture, structure, and policies of an
organization?
a. Organizations and people
b. Information and technology
c. Partners and suppliers
d. Value streams and processes
38. Which dimension of ITIL 4 is concerned with the management of data and
information used by an organization?
a. Organizations and people
b. Information and technology
c. Partners and suppliers
d. Value streams and processes
39. Which dimension of ITIL 4 includes the management of relationships with
external organizations?
a. Organizations and people
b. Information and technology
c. Partners and suppliers
d. Value streams and processes
40. Which of the following is a key component of the dimension "value streams
and processes" in ITIL 4?
a. Incident management
b. Change management
c. Continuous improvement
d. Problem management
41. Which of the following is the first step in the Service Value Chain?
a. Plan
b. Engage
c. Design and transition
d. Improve
42. Which of the following is NOT a component of the Service Value System?
a. Guiding Principles
b. Governance
c. Service Value Chain
d. Service Management Tools and Techniques
43. Which of the following is a benefit of the Service Value System?
a. Increased flexibility
b. Reduced costs
c. Improved customer satisfaction
d. All of the above
44. Which of the following stages of the Service Value Chain is responsible for
ensuring that services are delivered in a reliable and efficient manner?
a. Plan
b. Improve
c. Deliver and support
d. Engage
45. Which of the following is NOT a primary activity in the Service Value
Chain?
a. Plan
b. Engage
c. Obtain/build
d. Monitor
46. Which ITIL management practice focuses on aligning IT service
management with the needs of the business?
a. Service Level Management
b. Service Request Management
c. Business Relationship Management
d. Change Enablement Management
47. Which ITIL management practice focuses on maintaining and improving the
performance and reliability of IT services?
a. Service Configuration Management
b. Availability Management
c. Incident Management
d. Problem Management
48. Which ITIL management practice focuses on the management of physical
and virtual infrastructure components?
a. IT Asset Management
b. IT Operations Management
c. Release Management
d. Service Desk Management
49. Which ITIL management practice focuses on the management of changes to
IT services and infrastructure?
a. Change Enablement Management
b. Service Request Management
c. Release Management
d. Service Level Management
50. Which ITIL management practice focuses on the management of
relationships between IT service providers and their customers?
a. Business Relationship Management
b. Service Level Management
c. Service Request Management
d. Demand Management