Which ITIL guiding principle recommends using existing services, processes and tools when improving services? Progress iteratively with feedback Keep is simple and practical Start where you are Focus on value.
Which practice has a purpose that includes ensuring that risks have been properly assessed? Service configuration management Problem management Service level management Change control.
When should a full risk assessment and authorization be carried out for a standard change? 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.
Which statement about emergency changes is CORRECT? The testing of emergency can be eliminated in order to implement the change quickly The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly Emergency changes should be authorized and implemented as service requests Emergency changes must be fully documented before authorization and implementation.
Which practice coordinates the classification, ownership and communication of service requests and incidents? Supplier management Service desk Problem management Relationship management.
What is warranty? Assurance that a product or service will meet agreed requirements The amount of money spent on a specic activity or resource The functionality offered by a product or service to meet a particular need The perceived benets, usefulness and importance of something.
Which is part of service provision? The management of resources congured 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.
Which statement about a "continual improvement register" is CORRECT? 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.
What are "engage", "plan" and "improve" examples of? Service value chain activities Service level management Service value chain inputs Change control.
Which statement about outcomes is CORRECT? 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.
Which statement about service desks is CORRECT? 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 service desk should remain isolated from technical support teams The service desk should escalate all technical issues to support and development teams.
Which practice updates information relating to symptoms and business impact? Service level management Change control Service request management Incident management.
Which is included in the purpose of the "design and transition" value chain activity? Ensuring that service components are available when needed Providing transparency and good stakeholder relationships Supporting services according to specications Continually meeting stakeholder expectations for costs.
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests? Change control IT asset management Service desk Service request management.
Which is NOT a component of the service value system? The guiding principles Governance Practices The four dimensions of service management.
Which statement about the steps to fulll a service request is CORRECT? They should be complex and detailed They should be well-known and proven They should include incident handling They should be brief and simple.
What is dened as a cause, or potential cause, of one or more incidents? Change Event Known error Problem.
Which guiding principle recommends eliminating activities that do not contribute to the creation of value? Start where you are Collaborate and promote visibility Keep it simple and practical Optimize and automate.
When should the effectiveness of a problem workaround be assessed? Whenever the workaround is used Whenever the problem is resolved Whenever the workaround becomes a known error Whenever the problem is prioritized.
Identify the missing word in the following sentence.
A change is denied as the addition, modication, or removal of anything that could have a direct or indirect effect on [?]. assets values elements services.
Which dimension considers how knowledge assets should be protected? Organizations and people Partners and suppliers Information and technology Value streams and processes.
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? Service management Continual improvement A service An IT asset.
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?]. Immediate escalation Specialist teams A separate process Third party support.
What are the ITIL guiding principles used for? 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 organizationגTM€s performance continually meets stakeholdersג TM€expectations.
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations? 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.
What is the purpose of the "deployment management" practice? 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.
Which is a service request? 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.
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. costs users value performances.
What is a recommendation of the "focus on value" guiding principle? 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 Focus on value at every step of the improvement.
Which guiding principle recommends standardizing and streamlining manual tasks? Optimize and automate Collaborate and promote visibility Focus on value Think and work holistically.
Which describes a set of defined steps for implementing improvements? The "improve" value chain activity The "continual improvement register" The "continual improvement model" The "engage" value chain activity.
Which is a key requirement for a successful service level agreement? 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.
How does a service consumer contribute to the reduction of disk? By paying for the service By managing server hardware By communicating constraints By managing staff availability.
What helps diagnose and resolve a simple incident? Rapid escalation Formation of a temporary team The use of scripts Problem prioritization.
Which ITIL practice has a purpose that includes reducing the likelihood of incidents? Change control Continual improvement Problem management Service desk.
Which service level metrics are BEST for measuring user experience? Single system-based metrics Metrics for the percentage of uptime of a service Operational metrics Metrics linked to definded outcomes.
What are the MOST important skills required by service desk staff? Incident analysis skills Technical skills Problem resolution skills Supplier management skills.
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 1 and 2 2 and 3 3 and 4 1 and 4.
When should a change request be submitted to resolve a problem? 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 cost, risks and benefits justifies the change.
Which guiding principle helps to ensure that better information is available for decision making? Keep it simple and practical Think and work holistically Optimize and automate Collaborate and promote visibility.
Which practice has a purpose that includes observing a service to report selected changes of state identified as events? Information security management Monitoring and event management Incident management Change control.
Which describes a standard change? A change that needs to be scheduled, assessed and authorized following a defined process A change that is typically implemented as a service request A high-risk change that needs very thorough assessment A change that must be implemented as soon as possible.
How does information about problems and known errors contribute to 'incident management'? It enables quick and efficient diagnosis of incidents It removes the need for regular customer updates It removes the need for collaboration during incident resolution It enables the reassessment of known errors.
Which practice owns and manages issues, queries and requests from users? Incident management Service desk Change control Problem management.
What defines the requirements for a service and takes responsibility for the outcomes of service consumption? An IT asset A customer A configuration item (CI) A user.
Which stakeholders co-create value in a service relationship? Investor and supplier Consumer and provider Provider and supplier Investor and consumer.
Which describes normal changes? Changes that are low-risk and pre-authorized Changes that need to be scheduled and assessed following a process Changes that are typically initiated as service requests Changes that must be implemented as soon as possible.
What is the expected outcome from using a service value chain? Service value streams Customer engagement Value realization The application of practices.
Which statement about outcomes is CORRECT? Outcomes are one or more services that fulfill the needs of a service consumer Service providers help service consumers achieve outcomes Outcomes help service consumers achieve outputs Helping service consumers achieve outcomes reduces service provider costs.
Which skill is an essential part of the 'service level management' practice? Technical knowledge Listening Diagnosis Problem analysis.
What are the three phases of 'problem management'? Problem logging, problem classification, problem resolution Incident management, problem management, change enablement Problem identification, problem control, error control Problem analysis, error identification, incident resolution.
Which is a purpose of the 'engage' value chain activity? Meeting expectations for quality, costs and time-to-market Providing transparency and good relationships Ensuring the continual improvement of services Ensuring that the organization's vision is understood.
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliabe information about the configuration of services, and the [?] that support them, is available when and where it is needed. suppliers CIs customers assets.
What is described by the service value system? How all the components and activities of the organization work together as a system to enable value creation Services based on one or more products, designed to address needs of a target consumer group Joint activities performed by a service provider and a service consumer to ensure continual value co-creation How to apply the systems approach of the guiding principle think and work holistically.
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence? Problem management Supplier management Release management Service desk.
What is defined as any component that needs to be managed in order to deliver IT service? A service request A configuration item (CI) An incident An IT asset.
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective? Progress iteratively with feedback Focus on value Think and work holistically Keep it simple and practical.
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 1 and 2 2 and 3 3 and 4 1 and 4.
What is an IT asset? 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 a service A request from a user mat initiates a service action The removal of anything that could have a direct or indirect effect on services.
Which dimension includes a work Organizations and people Partners and suppliers Information and technology Value streams and processes.
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. information costs utility warranty.
Which of these should be logged and managed as a problem? A user requests delivery of a laptop A monitoring tool detects a change of state for a service Trend analysis shows a large number of similar incidents 'Continual improvement' needs to prioritize an improvement opportunity.
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 1 and 2 2 and 3 3 and 4 1 and 4.
Which guiding principle recommends coordinating all dimensions of service management? Start where you are Progress iteratively with feedback Think and work holistically Keep it simple and practical.
What is the purpose of the 'relationship management' practice? To establish and nurture the links between the organization and its stakeholders To align the organization's practices and services with changing business needs To set clear business-based targets for service performance To support the agreed quality of a service handling all agreed, user-initiated service requests.
How should the workflow for a new service request be designed? Use a single workflow for all types of service request Use different workflows for each type of service request Avoid workflows for simple service requests Leverage existing workflows whenever possible.
What is the purpose of the 'information security management' practice? To protect the information needed by the organization to conduct its business To observe services and service components To ensure that accurate and reliable information about the configuration of services is available when and where it is needed To plan and manage the full lifecycle of all IT assets.
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle. measurement tools plans process.
How should automation be implemented? By replacing human intervention wherever possible By replacing the existing tools By initially concentrating on the most complex tasks By optimizing as much as possible.
Which activity is part of the 'continual improvement' practice? Identifying and logging opportunities Delivering tactical and operational engagement with customers Populating and maintaining the asset register Providing a clear path for users to report issues, queries, and requests.
Which competencies are required by the 'service level management' practice? Problem investigation and resolution Business analysis and commercial management Incident analysis and prioritization Balanced scorecard reviews and maturity assessment.
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments? Incident management Problem management Continual improvement Service request management.
Which statement about costs is CORRECT? 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 Costs removed from the consumer are part of service consumption.
What is typically needed to assign complex incidents to support groups? A self-help tool The incident priority A change schedule The incident category.
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs? Service level management Service configuration management Relationship management Continual improvement.
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed? As a change request As a service request As an event As a problem.
What should be done to determine the appropriate metrics for measuring a new service? 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 Asking customers open questions to establish their requirements Using operational data to provide detailed service reports.
Which dimension includes activities and work Organizations and people Information and technology Partners and suppliers Value streams and processes.
What should be used to set user expectations for request fulfillment times? The time that the customer indicates for service delivery The consumer demand for the service The time needed to realistically deliver the service The service levels of the supplier.
Which is one of the five aspects of service design? Management information systems and tools Risk analysis and management approach Management policy for business case creation Corporate governance and policy.
Which statement about IT service management is CORRECT? 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.
Which is the CORRECT explanation of the "R" role in a RACI matrix? 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.
Which statement about change management is CORRECT? 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 service requests follow the normal change management process.
Which statement about the "four P's" service design is CORRECT? Processes refers to skill and training Partners refers to suppliers and vendors People refers to technology and tools Products refers to producers and metrics.
What is the primary focus of business capacity management? Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology Review of all capacity supplier agreements and underpinning contracts with supplier management Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion.
Which is NOT a structure of service desk that is described in the ITIL service operation guidance? Local Centralized Outsourced Virtual.
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