ITIL v4 English

How are target resolution times used in the 'incident management' practice?. 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 service failures.

Why should some service requests be fulfilled with no additional approvals?. To ensure that spending is properly accounted for. To ensure that information security requirements are met. To streamline the fulfilment workflow. To set user expectations for fulfilment times.

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?. Service offering. Service provision. Service management. Service consumption.

Which gives a user access to a system?. Service requirement. Service agreement. Service consumption. Service provision.

Which statement about managing incidents is CORRECT?. 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.

Which statement about the service value chain is CORRECT?. 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 service value chain uses value streams to describe a combination of consumers and providers.

What describes how components and activities work together to facilitate value creation?. The ITIL service value system. The ITIL guiding principles. The four dimensions of service management. A service relationship.

Which practice involves the management of vulnerabilities that were not identified before the service went live?. Service request management. Problem management. Change control. Service level management.

Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?. It should always be used to support direct observation. It should always be used instead of direct observation. Measured data is always more accurate than direct observation. The act of measuring always positively impacts results.

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?. Service desk. Service request management. Service level management. Service configuration management.

What should be considered as part of the 'partners and suppliers' dimension?. 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.

Which practice makes new services available for use?. Change enablement. Release management. Deployment management. IT asset management.

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?. Executing improvement actions. Performing baseline assessments. Defining the improvement plan. Understanding the business mission.

Which guiding principle considers the importance of customer loyalty?. Progress iteratively with feedback. Focus on value. Optimize and automate. Start where you are.

Which is a recommendation of the guiding principle 'think and work holistically'?. Conduct a review of existing service management practices and decide what to keep and what to discard. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner. Review service management practices and remove any unnecessary complexity. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative.

Which statement about 'continual improvement' is CORRECT?. 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".

What impact does automation have on a service desk?. 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 centralized location.

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. Service consumer. Service provider. Customer. Supplier.

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?. Customer engagement. Operational metrics. Business metrics. Customer feedback.

Which is a result of applying the guiding principle 'progress iteratively with feedback'?. The ability to discover and respond to failure earlier. Standardization of practices and services. Understanding the customer's perception of value. Understanding the current state and identifying what can be reused.

What can be used to determine if a service is 'fit for purpose'?. Availability. Warranty. Outcome. Utility.

In service relationships, what is a benefit of identifying consumer roles?. It enables effective stakeholder management. It provides shared service expectations. It removes constraints from the customer. It enables a common definition of value.

Which is an external input to the service value chain?. The 'improve' value chain activity. An overall plan. Customer requirements. Feedback loops.

What term is used to describe whether a service will meet availability, capacity and security requirements?. Outcomes. Value. Utility. Warranty.

What is the purpose of the 'incident management' practice?. 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 service quality by effective handling of all agreed user-initiated service requests.

What is defined as an unplanned interruption or reduction in the quality of a service?. An incident. A problem. A change. An event.

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?. Supplier management. Change control. Relationship management. Service desk.

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?. 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.

What varies in size and complexity, and uses functions to achieve its objectives?. A risk. An organization. A practice. An outcome.

Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?. Deployment management. Release management. Change control. Service configuration management.

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?. Information security management. Continual improvement. Monitoring and event management. Service level management.

When is the earliest that a workaround can be documented in 'problem management'?. After the problem has been logged. After the problem has been prioritized. After the problem has been analyzed. After the problem has been resolved.

Which is an activity of the 'problem management' practice?. Restoration of normal service operation as quickly as possible. Prioritization of problems based on the risk that they pose. Authorization of changes to resolve the cause of problems. Resolution of incidents in a time that meets customer expectations.

Where are the details of the required performance outcomes of a service defined?. Service level agreements. Service requests. Service components. Service offerings.

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?. Plan. Improve. Design and transition. Deliver and support.

Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?. Release management. Supplier management. Service management. Relationship management.

Which two practices interact the MOST with the service desk practice?. Incident management and service request management. Service request management and deployment management. Deployment management and change enablement. Change enablement and incident management.

Which is an activity of the 'incident management' practice?. Assessing and prioritizing improvement opportunities. Performing service reviews with customers. Providing good-quality updates when expected. Automating service requests to the greatest degree possible.

dentify the missing words in the following sentence: A user is [?] that uses services. an organization. a role. a team. a supplier.

Which is included in the purpose of the 'change enablement' practice?. Make new and changed services available for use. Ensure that risks have been properly assessed. Record and report selected changes of state. Plan and manage the full lifecycle of all IT assets.

Which activity is part of the 'continual improvement' practice?. 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.

In which step of the 'continual improvement model' is an improvement plan implemented?. What is the vision?. How do we get there?. Take action. Did we get there?.

Which is the BEST example of a standard change?. 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 service request. The replacement of a component in response to a major incident.

Which statement about the automation of service requests is CORRECT?. Service requests that cannot be automated should be handled as incidents. Service requests and their fulfilment should be automated as much as possible. Service requests that cannot be automated should be handled as problems. Service requests and their fulfilment should be carried out by service desk staff without automation.

Which practice recommends using tools for collaboration and the automated matching of symptoms?. Problem management. Service level management. Incident management. Service request management.

Which value chain activity ensures that service components meet agreed specifications?. Plan. Design and transition. Obtain/build. Deliver and support.

Which dimension considers the application of artificial intelligence to service management?. Organizations and people. Information and technology. Partners and suppliers. Value streams and processes.

Which is part of the definition of a customer?. 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.

Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?. Service desk. Continual improvement. Problem management. Incident management.

What is recommended by the guiding principle 'progress iteratively with feedback'?. 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.

Which statement about emergency changes is CORRECT?. 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 change is implemented. Emergency changes are not usually recorded in the change schedule.

Which is the FIRST thing to consider when focusing on value?. Defining customer experience and user experience. Understanding what is valuable to the service consumer. Ensuring value is co-created by improvement initiatives. Identifying the service consumer who will receive value.

What are typically recognized through notifications created by an IT service, CI or monitoring tool?. Incidents. Problems. Events. Requests.

Which usually requires a team of representatives from many stakeholder groups?. Fulfilling a service request. Authorizing an emergency change. Logging a new problem. Investigating a major incident.

Which is MOST LIKELY to be achieved by following a detailed procedure?. Assessing a change. Resolving an incident. Managing a service request. Investigating a problem.

Which helps to streamline the fulfilment of service requests?. 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.

Which are elements of the service value system?. Service provision, service consumption, service relationship management. Governance, service value chain, practices. Outcomes, utility, warranty. Customer value, stakeholder value, organization.

Which is handled as a service request?. 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.

What are guiding principles?. 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.

Which BEST describes the purpose of the 'improve' value chain activity?. 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.

Which facilitates outcomes that customers want to achieve?. Service. Warranty. Organization. IT asset.

Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?. Organizations and people. Information and technology. Partners and suppliers. Value streams and processes.

Which role approves the cost of services?. User. Change authority. Sponsor. Customer.

In which case would a problem be logged as part of the problem identification?. When the cause is identified but not resolved. After receiving of error information from a supplier. When a user reports an unplanned service interruption. After a workaround is identified and documented.

Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?. Service request management. Change enablement. Incident management. Service level management.

Why and how is a user MOST LIKELY to contact the service desk?. To discuss the cause of an incident via a phone call. To report a problem using a mobile app. To request access to a resource via a self-service portal. To authorize an emergency change via live chat.

Which is the BEST type of resource for investigating complex incidents?. Self-help systems. Knowledgeable support staff. Detailed work instructions. Disaster recovery plans.

Which skill is required by the 'service level management' practice?. Supplier management. Technical expertise. Event monitoring. Problem management.

Which practice recommends the use of event-based surveys to gather feedback from customers?. Service level management. Change enablement. Service request management. Problem management.

What is included in the purpose of the 'release management' practice?. Authorizing changes to proceed. Making new features available for use. Moving new software to live environments. Ensuring information about services is available.

Which practice nurtures links with stakeholders at strategic and tactical levels?. Supplier management. Relationship management. Continual improvement. Service level management.

What is a problem that has been analyzed but has not been resolved?. Workaround. Incident. Known error. Risk.

Which is the addition, modification or removal of anything that could have an effect on services?. A change. An event. A service request. A problem.

What is included in the purpose of the 'IT asset management' practice?. Supporting decision-making about purchase, re-use, retirement, and disposal of assets. Providing information on how assets are configured and the relationships between them. Making new and changed assets available for use. Moving assets to live or other environments for testing or staging.

What is the CORRECT order for the three phases of problem management?. Problem control, error control, problem identification. Problem identification, problem control, error control. Error control, problem control, problem identification. Problem identification, error control, problem control.

What is the value of a service?. A tangible or intangible deliverable of the service. The amount of money that is created or saved for the service consumers by using the service. The benefits, usefulness, or importance of the service, as perceived by the stakeholders. A result for a stakeholder enabled by the outputs of the service.

Which is an example of a service request?. 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.

Which practice ensures that a variety of access channels are available for users to report issues?. Service desk. Service level management. Incident management. Change enablement.

Which practice handles all pre-defined user-initiated service actions?. Deployment management. Incident management. Service level management. Service request management.

Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?. Organizations and people. Information and technology. Partners and suppliers. Value streams and processes.

Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?. Deployment management. Continual improvement. Monitoring and event management. IT asset management.

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. problem. risk. change. configuration item.

Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?. Service providers are able to respond more quickly to customer needs. Bottlenecks in the service provider's workflow are identified. The complexities of the service provider's IT systems are identified. The service provider gains a better understanding of the customer experience.

Which guiding principle discourages 'silo activity'?. Focus on value. Start where you are. Collaborate and promote visibility. Keep it simple and practical.

What is defined as any financially valuable component that can contribute to the delivery of a service?. Configuration item. Product. IT asset. Event.

Which phase of problem management includes analyzing incidents to look for patterns and trends?. Problem identification. Problem control. Error control. Post-implementation review.

How should a process design allow for exceptional situations?. Create rules to handle exceptions generally. Remove the option for process exceptions. Create an additional process for each exception. Include all exception steps in the main process.

Which practice conducts reviews to validate that services are covering the needs of the customer?. Monitoring and event management. Service level management. Change enablement. Service desk.

Which is a low risk change that has been pre-approved so that no additional authorization is needed?. A standard change. A change model. An emergency change. A normal change.

Identify the missing word in the following sentence: A service 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. utility. warranty. outcomes. outputs.

Which activity is part of the 'continual improvement' practice?. Handling compliments and complaints from users to identify improvements. Improving relationships with and between stakeholders. Prioritizing and creating business cases for improvement initiatives. Identifying the cause of unplanned interruptions to service.

What is a cause, or potential cause, of one or more incidents?. A problem. A configuration item. A workaround. An incident.

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. 1 and 2. 2 and 3. 3 and 4. 1 and 4.

Which of the following statements about 'outcomes' is TRUE?. The delivery of products to a stakeholder is enabled by outcomes. The level of expenses regarding a technology for a service is defined by an outcome. An outcome depends on at least one output to deliver a result. Outcomes provide assurance to stakeholders regarding the performance of a service.

Which statement about a ‘continual improvement register (CIR)’ is TRUE?. Used to help plan changes, assist in communication, avoid conflicts, and assign resources. Used to select the right method, model or technique for identifying improvements. Used to track and manage improvement ideas from identification through to final action. Used to provide a formal description of one or more services, designed to address the needs of a target consumer group.

A good way to apply the ITIL guiding principle ‘focus on value’ is to: Understand why services are used by service consumers. Understand the whole, but do something. Be aware of system complexity. Do less tasks but in a better way with higher quality.

Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?. Focus on value. Start where you are. Think and work holistically. Keep it simple and practical.

Which term is used to describe removing something that could have an effect on a service?. A change. An incident. A problem. An IT asset.

Identify the missing word(s) in the following sentence. A(n) [?] is the cause, or potential cause, of one or more incidents. Known error. Change. Event. Problem.

Which of the following is a necessity to a successful service level agreement (SLAs)?. The language and terms used in the SLA should be commonly understood by all parties. Base the SLA on system-based metrics that are useful to the service provider. In order to promote consistent service, they should be earned forward, unchanged, from one year to the next. Vague targets, such as those related to user experience, should be avoided.

Which service value chain activity relates with buying new products?. Engage. Obtain/build. Plan. Improve.

When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?. Organizations and people. Information and technology. Partners and suppliers. Value streams and processes.

A good way to apply the ITIL guiding principle 'keep it simple and practical' is to: Communicate so that the audience will hear. Re-use nothing from the current state. Adopt a practice which is easy to follow. Understand that fast does not mean incomplete.

Which statement about outcomes is CORRECT?. 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 services. Outcomes help a service consumer to assess the cost of a specific activity.

Which 'service level management' activity helps staff to deliver a more business-focused service?. 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.

Which is an activity in the 'problem control' phase of problem management?. Re-assessing a known error to manage the ongoing impact. Implementing a technical fix to resolve an issue. Documenting the steps in a workaround. Reviewing incident records to identify trends.

An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?. A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction.

Which does the ITIL service value system discourage?. Coordinated authorities and responsibilities. Organizational silos. Interfaces among practices. Organizational agility.

What does 'change enablement' PRIMARILY focus on?. Changes to service levels. Changes to products and services. Changes to organizational structure. Changes to skills and competencies.

Which guiding principle considers customer and user experience?. Collaborate and promote visibility. Focus on value. Start where you are. Keep it simple and practical.

Which statement about a service value stream is CORRECT?. It uses prescriptive inputs and outputs. It is a value chain activity. It integrates practices for a specific scenario. It is used to provide governance.

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 for 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 efficiency of manual processes. 4. It is important to understand the organization's objectives when assessing the impact of potential improvements. 1 and 2. 2 and 3. 3 and 4. 1 and 4.

What are the KEY stakeholder groups that service providers should cooperate with?. Suppliers. Customers. Relationship managers. Developers.

Identify the missing word(s) in the following sentence. The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [?] and known errors. events. changes. configuration items. workarounds.

The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?. Data. Information. Knowledge. Governance.

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?. The service level management. The IT service continuity management. The service catalogue management. The supplier management.

Availability management is directly responsible for the availability of which of the following?. IT services and components. IT services and business processes. Components and business processes. IT services, components and business processes.

Which one of the following is the CORRECT set of steps for the continual service improvement approach?. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?.

What are the categories of event described in the UIL service operation book?. Informational, scheduled, normal. Scheduled, unscheduled, emergency. Informational, warning, exception. Warning, reactive, proactive.

Which of the following service desk organizational structures are described in service operation? 1. Local service desk 2. Virtual service desk 3. IT help desk 4. Follow the sun. 1, 2 and 4 only. 2, 3 and 4 only. 1, 3 and 4 only. 1, 2 and 3 only.

What describes the steps needed to create and deliver a specific service to a consumer?. Service management. Practices. A value stream. Service level management.

Which statement about the inputs and outputs of the value chain activities is CORRECT?. Each value chain activity receives inputs and provides outputs. The organization's governance will determine the inputs and outputs of each value chain activity. Some value chain activities only have inputs, whereas others only have outputs. Inputs and outputs are fixed for each value chain activity.

When using the 'continual improvement model', which information should be produced by an organization in order to understand where the organization is now?. Business objectives. Improvement plans. Assessment results. Measurable targets.

Which of the following is the MOST important for effective incident management?. Collaboration tools and techniques. Balanced scorecard review. Automated pipelines. A variety of access channels.

Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?. Problem identification. Problem control. Error control. Problem analysis.

Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?. A normal change. An emergency change. A standard change. A change model.

What is required by all service desk staff?. Excellent technical knowledge. Root cause analysis skills. Demonstration of emotional intelligence. Knowledge of telephony technology.

What is important for a 'continual improvement register' (CIR)?. 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.

What is a user?. The role that defines the requirements for a service. The role that directs and controls an organization. The role that uses services. The role that authorizes budget for service consumption.

What actions does a service desk take for all issues, queries and requests that are reported to them?. Schedule, assess, authorize. Diagnose, investigate, resolve. Initiate, approve, fulfil. Acknowledge, classify, own.

Which statement about service offerings is CORRECT?. 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 provider. Service offerings describe how providers and consumers cooperate to co-create value. Each service should be described to consumers as a single service offering.

Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?. Focus on value. Progress iteratively with feedback. Collaborate and promote visibility. Optimize and automate.

Which costs are included in the value proposition of a service?. 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 service consumer.

Which value chain activity is concerned with the availability of service components?. Obtain/build. Design and transition. Deliver and support. Plan.

Which term relates to service levels aligned with the needs of service consumers?. Service management. Warranty. Cost. Utility.

When should a workaround be created?. 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.

Which directly assists with the diagnosis and resolution of simple incidents?. Scripts for collecting user information. Use of shift working patterns. Fulfilment of service requests. Creation of a temporary team.

Which dimension considers data security and privacy?. Organizations and people. Information and technology. Partners and suppliers. Value streams and processes.

What is the purpose of the 'deployment management' practice?. 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. To protect the information needed by the organization to conduct its business.

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. 1 and 2. 2 and 3. 3 and 4. 1 and 4.

What is defined as 'the role that uses services'?. Service consumer. Customer. User. Sponsor.

Which statement about 'continual improvement' is CORRECT?. 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'.

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. measured. rewarded. managed. defined.

Which practice requires skills and competencies related to business analysis, supplier management and relationship management?. Incident management. Monitoring and event management. Service level management. IT asset management.

Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?. Service level management. Service desk. Continual improvement. Change enablement.

Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?. Define measurable targets. Perform baseline assessments. Execute improvement actions. Evaluate measurements and metrics.

Which TWO are inputs to the service value system? 1. Demand 2. Products 3. Value 4. Opportunity. 1 and 2. 2 and 3. 3 and 4. 1 and 4.

What is included in the purpose of the 'relationship management' practice?. Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders. Setting clear business-based targets so that the delivery of a service can be properly assessed. Creating collaborative relationships with key suppliers to uncover and realize new value. Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

Which is the MOST LIKELY way of resolving major incidents?. A support team following detailed procedures for investigating the incident. Users establishing a resolution using self-help. A temporary team working together to identify a resolution. The service desk identifying the cause and a resolution.

Which statement about value streams is CORRECT?. Each value stream must include all six value chain activities. Each value stream must include suppliers or partners. Each value stream must be designed for a specific scenario. Each value stream must include all 34 ITIL practices.

For which purpose would the continual improvement practice use a SWOT analysis?. Understanding the current state. Defining the future desired state. Tracking and managing ideas. Ensuring everyone actively participates.

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?. Incident management. Service level management. Service request management. Change enablement.

Which statement about the 'continual improvement' practice is CORRECT?. 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.

What term is used to describe the functionality of a service?. Output. Outcome. Utility. Warranty.

Which step of the continual improvement model includes baseline assessments?. Did we get there?. Where are we now?. What is the vision?. Where do we want to be?.

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?. Change proposal. Change policy. Service request. Risk register.

Which practice recommends that organizations develop competencies in techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?. Incident management. Continual improvement. Service request management. Change enablement.

Identify the missing word(s) in the following sentence: The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and [?]. events. changes. IT assets. known errors.

Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?. Service request management. Service desk. Supplier management. Service level management.

Which statement about outputs is CORRECT?. They consist of several outcomes. They capture customer demand for services. They contribute to the achievement of outcomes. They describe how the service performs.

Which statement about service relationship management is CORRECT?. 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 service provider and service consumer. It focuses on the fulfilment of the agreed service actions.

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. 1 and 2. 2 and 3. 3 and 4. 1 and 4.

Which will help solve incidents more quickly?. Target resolution times. Escalating all incidents to support teams. Collaboration between teams. Detailed procedural steps for incident investigation.

What ensures that service providers and service consumers continue to create value together?. Service consumption. Service offerings. Service level management. Service relationship management.

How do 'continual improvement registers' help to create value?. By making improvements visible. By monitoring achievement against service level targets. By assigning change authorities for change requests. By documenting all improvement ideas in a single place.

Which action is performed by a service provider?. Requesting required service actions. Authorizing budget for service consumption. Ensuring access to agreed resources. Receiving of the agreed goods.

Which helps to manage an incident when it is unclear which support team should be working on the incident?. Disaster recovery plans. Swarming. Target resolution times. Self-help.

Which two practices use workarounds?. Change enablement and continual improvement. Change enablement and problem management. Problem management and incident management. Incident management and continual improvement.

Which is an activity of 'problem identification'?. Analyzing information from software developers. Establishing problem workarounds. Analyzing the cause of problems. Establishing potential permanent solutions.

Which statement about problems is CORRECT?. 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.

How can service consumers contribute to risk mitigation?. Through the provision of services according to predefined needs. By ensuring that the service provider has configured correctly its resources. By being fully aware of their own requirements for the service. By controlling the specific level of risk on the service provider’s behalf.

Which of the following guiding principles proposes the elimination of unnecessary work?. Keep it simple and practical. Think and work holistically. Start where you are. Progress iteratively with feedback.

Which dimension of service management considers the workflows and controls needed to deliver services?. Organizations and people. Information and technology. Partners and suppliers. Value streams and processes.

What is the PRIMARY use of a change schedule?. To support the 'incident management' practice and improvement planning. To manage emergency changes. To plan changes and help avoid conflicts. To manage standard changes.

What is used to link activities within the service value chain?. Service level agreements. Inputs, outputs and triggers. Opportunity, demand and value. Service desk.

What is defined as a change of state that has significance for the management of an IT service?. Event. Incident. Problem. Known error.

What may form part of a service request procedure?. The timescale for restoration of service. The method of diagnosing the cause. Authorization in accordance with a security policy. Escalation to the appropriate change authority.