What is the purpose of the 'monitoring and event management' practice?

Options are :

 To restore normal service operation as quickly as possible

 To systematically observe services and service components (Correct)

 To capture demand for incident resolution and service requests

 To manage workarounds and known errors

Answer :To systematically observe services and service components

Which practice improves customer and user satisfaction by reducing the negative impact of service
interruptions?

Options are :

 Change enablement

 Incident management (Correct)

 Service level management

 Service request management

Answer :Incident management

What is the definition of a problem?

Options are :

 An incident for which a full resolution is not yet available

 A cause, or potential cause, of one or more incidents (Correct)

 An unplanned interruption to a service, or reduction in the quality of a service

 Any change of state that has significance for the management of a configuration
item (CI)

Answer :A cause, or potential cause, of one or more incidents

Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

Options are :
  Value streams and processes

 Organizations and people (Correct)

 Information and technology

 Partners and suppliers

Answer :Organizations and people

Which practice includes management of workarounds and known errors?

Options are :

 Incident management

 Service configuration management

 Monitoring and event management

 Problem management (Correct)

Answer :Problem management

Which ITIL practice recommends performing service reviews to ensure that services continue to
meet the needs of the organization?

Options are :

 Service configuration management

 Service desk

 Service level management (Correct)

 Service request management

Answer :Service level management

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

Options are :

 Tangible or intangible results for the service consumer because they are using
the service

 Additional expense that the service consumer has because they are using the
service
  The benefits, usefulness, and importance of the service that are perceived by the
service consumer

 Money that the service consumer no longer needs to spend because they are
using the service (Correct)

Answer :Money that the service consumer no longer needs to spend because they are
using the service

Which statement about the 'continual improvement model' is CORRECT?

Options are :

 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

 The flow of the model helps organizations to link improvements to its goals
(Correct)

 Organizations should work through the steps of the model in the sequence in
which they are presented

Answer :The flow of the model helps organizations to link improvements to its goals

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

Options are :

 Improving relationships with and between stakeholders

 Identifying the cause of unplanned interruptions to service

 Handling compliments and complaints from users to identify improvements

 Prioritizing and creating business cases for improvement initiatives (Correct)

Answer :Prioritizing and creating business cases for improvement initiatives

Why should some service requests be fulfilled with no additional approvals?

Options are :

 To streamline the fulfilment workflow (Correct)

 To ensure that information security requirements are met

  To ensure that spending is properly accounted for

 To set user expectations for fulfilment times

Answer :To streamline the fulfilment workflow

What is used to link activities within the service value chain?

Options are :

 Opportunity, demand and value

 Service desk

 Inputs, outputs and triggers (Correct)

 Service level agreements

Answer :Inputs, outputs and triggers

Which is a purpose of release management?

Options are :

 To make new and changed services available for use (Correct)

 To handle user-initiated service requests

 To move hardware and software to live environments

 To protect the organization's information

Answer :To make new and changed services available for use

What is the PRIMARY use of a change schedule?

Options are :

 To support the 'incident management' practice and improvement planning

 To manage emergency changes

 To manage standard changes

 To plan changes and help avoid conflicts (Correct)

Answer :To plan changes and help avoid conflicts

Which practice has a purpose that includes managing risks to confidentiality, integrity and
availability?

Options are :

 Service level management

 Information security management (Correct)

 Continual improvement

 Monitoring and event management

Answer :Information security management

What is the purpose of the 'incident management' practice?

Options are :

 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 support the agreed service quality by effective handling of all agreed

userinitiated service requests

 To minimize the negative impact of incidents by restoring normal service

operation as quickly as possible (Correct)

Answer :To minimize the negative impact of incidents by restoring normal service
operation as quickly as possible

What impact does automation have on a service desk?

Options are :

 Increased phone contact and a reduced ability to focus on user experience

 Ability to work from a single centralised location

 Less low level work and a greater ability to focus on user experience (Correct)

 Ability to work from multiple locations, geographically dispersed

Answer :Less low level work and a greater ability to focus on user experience

A service offering may include goods, access to resources, and service actions. Which is an example
of a service action?
Options are :

 A password allows a user connect to a WiFi network

 A service desk agent provides support to a user (Correct)

 A mobile phone enables a user to work remotely

 A license allows a user to install a software product

Answer :A service desk agent provides support to a user

Which step of the continual improvement model includes baseline assessments?

Options are :

 Where do we want to be?

 Did we get there?

 Where are we now? (Correct)

 What is the vision?

Answer :Where are we now?

Which directly assists with the diagnosis and resolution of simple incidents?

Options are :

 Scripts for collecting user information (Correct)

 Fulfilment of service requests

 Creation of a temporary team

 Use of shift working patterns

Answer :Scripts for collecting user information

Which statement about the 'optimize and automate' guiding principle is CORRECT?

Options are :

 Activities should be automated before they are optimized

 Automation is best applied to non-standard tasks

  Automation frees human resources for more complex activities (Correct)

 Technology eliminates the need for human intervention

Answer :Automation frees human resources for more complex activities

An organization asks a stakeholder to review a planned change. Which guiding principle does this
demonstrate?

Options are :

 Collaborate and promote visibility (Correct)

 Focus on value

 Start where you are

 Keep it simple and practical

Answer :Collaborate and promote visibility

What is a set of specialized organizational capabilities for enabling value for customers in the form
of services?

Options are :

 Service provision

 Service offering

 Service consumption

 Service management (Correct)

Answer :Service management

What varies in size and complexity, and uses functions to achieve its objectives?

Options are :

 A risk

 An outcome

 An organization (Correct)

 A practice

Answer :An organization

What are typically recognized through notifications created by an IT service, CI or monitoring
tool?

Options are :

 Events (Correct)

 Incidents

 Problems

 Requests

Answer :Events

Which of these activities is carried out as part of 'problem management'?

Options are :

 Trend analysis of incident records (Correct)

 Diagnosing and resolving incidents

 Escalating incidents to a support team for resolution

 Creating incident records

Answer :Trend analysis of incident records

Which guiding principle says that it is not usually necessary to build something new?

Options are :

 Think and work holistically

 Start where you are (Correct)

 Progress iteratively with feedback

 Focus on value

Answer :Start where you are

Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's
specific circumstances

Options are :
  Guiding principles (Correct)

 Practices

 Continual improvement

 Service value chain

Answer :Guiding principles

Which is provided by the 'engage' value chain activity?

Options are :

 Ensuring that service components are available when needed

 Ensuring that stakeholder needs are understood by the organization (Correct)

 Ensuring that stakeholder expectations for quality are met

 Ensuring that services are operated to meet agreed specifications

Answer :Ensuring that stakeholder needs are understood by the organization

What are 'engage', 'plan' and 'improve' examples of?

Options are :

 Service level management

 Service value chain activities (Correct)

 Change control

 Service value chain inputs

Answer :Service value chain activities

Which practice establishes a channel between the service provider and its users?

Options are :

 Change enablement (Correct)

 Service desk

 Supplier management
  Relationship management

Answer :Change enablement

Which describes a 'change authority'?

Options are :

 A person who approves a change

 A way to manage the people aspects of change

 A model used to determine who will assess a change (Correct)

 A tool used to help plan changes

Answer :A model used to determine who will assess a change

Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

Options are :

 Only add controls and metrics that are required for compliance

 Only add controls and metrics when they are needed (Correct)

 Design controls and metrics first, then remove those not adding value

 Design controls and metrics and add them individually until all are implemented

Answer :Only add controls and metrics when they are needed

Which skill is an essential part of the 'service level management' practice?

Options are :

 Problem analysis

 Listening (Correct)

 Technical knowledge

 Diagnosis

Answer :Listening

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

Options are :

 3 and 4

 1 and 4 (Correct)

 1 and 2

 2 and 3

Answer :1 and 4

What is defined as any financially valuable component that can contribute to the delivery of a
service?

Options are :

 IT asset (Correct)

 Product

 Configuration item

 Event

Answer :IT asset

Which dimension considers the application of artificial intelligence to service management?

Options are :

 Information and technology (Correct)

 Value streams and processes

 Partners and suppliers

 Organizations and people

Answer :Information and technology

Which is a low risk change that has been pre-approved so that no additional authorization is
needed?
Options are :

 An emergency change

 A change model

 A standard change (Correct)

 A normal change

Answer :A standard change

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

Options are :

 2 and 3

 3 and 4

 1 and 2 (Correct)

 1 and 4

Answer :1 and 2

Which practice has a purpose that includes the handling of pre-defined, user- initiated demands for
service?

Options are :

 Deployment management

 Service request management (Correct)

 Change enablement

 Service configuration management

Answer :Service request management

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

Options are :

 Prioritizing and creating business cases for improvement initiatives (Correct)

 Improving relationships with and between stakeholders

 Handling compliments and complaints from users to identify improvements

 Identifying the cause of unplanned interruptions to service

Answer :Prioritizing and creating business cases for improvement initiatives

Which practice involves the management of vulnerabilities that have been analysed but not
resolved?

Options are :

 Problem management (Correct)

 Service request management

 Service level management

 Change enablement

Answer :Problem management

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.

Options are :

 utility

 costs (Correct)

 warranty

 information

Answer :costs

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

Options are :

 3 and 4

 2 and 3

 1 and 2 (Correct)

 1 and 4

Answer :1 and 2

Which statement about the steps to fulfil a service request is CORRECT?

Options are :

 They should be complex and detailed

 They should be well-known and proven (Correct)

 They should include incident handling

 They should be brief and simple

Answer :They should be well-known and proven

Which describes the 'plan' value chain activity?

Options are :

 It ensures that services are delivered and supported according to agreed

specifications and stakeholders' expectations

 It ensures continual improvement of products, services, and practices across all

value chain activities

 It ensures that service components are available when and where they are
needed, and meet agreed specifications

 It ensures a shared understanding of the current status and vision for all
products and services across the organization (Correct)
Answer :It ensures a shared understanding of the current status and vision for all
products and services across the organization