Question1: Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Question2: Which practice recommends that organizations develop competencies an techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
Question3: When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
Question4: Which is a purpose of release management?
Question5: Which is a description of service provision?
Question6: Which practice is most likely to benefit from the use of chatbots?
Question7: Which 'service level management' activity helps staff to deliver a more business-focused service?
Question8: Which dimension includes activities and workflows?
Question9: 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?
Question10: Identity the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].
Question11: Which is a purpose of the 'engage' value chain activity?
Question12: When using the 'continual improvement model, which information should be produced by an organization to understand where the organization is now?
Question13: Which dimension considers the application of artificial intelligence to service management?
Question14: Which is an example of a business related measurement?
Question15: Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
Question16: Which practice is the responsibility of everyone in the organization?
Question17: Which is one of the MAIN concerns of the 'design and transition' value chain activity?
Question18: Which describes an unresolved problem which has been already analysed?
Question19: What is an incident?
Question20: What is a definition of a service improvement plan (SIP)?
Question21: Which is a purpose of the 'relationship management' practice?
Question22: Which phase of problem management includes analysing incidents to look for patterns and trends?
Question23: Which statement about the known error database (KEDB) is CORRECT?
Question24: Which practice needs people who understand complex systems and have creative and analytical skills?
Question25: Which statement about the 'service desk1 practice is CORRECT?
Question26: Which guiding principle discourages 'silo activity'?
Question27: Which practice has a purpose that involves creating closer, more collaborative relationships?
Question28: Which is an activity in the 'Problem control' phase of problem management?
Question29: What is an event?
Question30: Which is the addition, modification or removal of anything that could have an effect on services?
Question31: What is a recommendation of the 'focus on value' guiding principle?
Question32: Which statement about the 'incident management' practice is CORRECT?
Question33: What role would be MOST suitable for someone with tots of experience working in IT and business roles?
They also have experience of managing relationships with various stakeholders, including suppliers and business managers.
Question34: Which of the following terms is more suitable to describe the functionality of a service?
Question35: What is required by all service desk staff?
Question36: 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
Question37: Which practice has the purpose of ensuring that the organization's suppliers and their performance and managed appropriately to support the provision of seamless, quality products and services?
Question38: Identify the missing word in the following sentences.
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.
Question39: When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Question40: Which guiding principle says that services and processes should NOT provide a solution for every exception?
Question41: Which practice needs the right culture to be embedded across the entire organization?
Question42: Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
Question43: Which is a low risk change that has been pre-approved so that no additional authorization is needed?
Question44: Which practice balance management of risk with maximizing throughput?
Question45: Which are elements of the service value system?
Question46: Which is part of the 'focus on value' guiding principle?
Question47: What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?
Question48: Why should some service requests be fulfilled with no additional approvals?
Question49: Which is the BEST example of an emergency change?
Question50: Which BEST describes the purpose of the 'improve' value chain activity?
Question51: Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
Question52: Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.
Question53: Which practice provides a communications point for users to report operational issues, queries and requests?
Question54: When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?
Question55: An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?
Question56: Which of the following can be used to access service desks?
Question57: Which statement about value creating activities is CORRECT?
Question58: What is the CORRECT order for the three phases of problem management?
Question59: What is described by the service value system?
Question60: What is a problem?
Question61: Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?
Question62: What term is used to describe whether a service will meet availability, capacity and security requirements?
Question63: Which processes are responsible for the regular review of underpinning contracts?
Question64: 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.
Question65: Which is NOT a component of the service value system?
Question66: Which practice guarantees that users nave a range of access channels to choose from to report problems?
Question67: Which describes outcomes?
Question68: What is recommended by the guiding principle 'progress iteratively with feedback'?
Question69: What does the 'service request management' practice depend on for maximum efficiency?
Question70: What is an IT asset?
Question71: Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.
Question72: Which of the following statements about change authorization is CORRECT?
Question73: Which describes normal changes?
Question74: Which statement about the 'continual improvement' practice is CORRECT?
Question75: Which is an example o' a service request?
Question76: Which statement about 'continual improvement' is CORRECT?
Question77: How does a service consumer contribute to the reduction of disk?
Question78: Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
Question79: What is the definition of warranty?
Question80: What is a configuration item?
Question81: Which is considered by the 'partners and suppliers' dimension?
Question82: Which is included in the purpose of the 'improve' value chain activity?
Question83: What can be described as an operating model for the creation and management of products and services?
Question84: Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the eficiency o' manual processes.
4 It is important to understand the organization's objectives when assessing the impact of potential improvements.
Question85: Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
Question86: What is a service?
Question87: Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?
Question88: Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
Question89: Which role approves the cost of services?
Question90: Which of the following is the MOST important 'or effective incident management?
Question91: Which is part of service provision?
Question92: Which statement about outcomes is CORRECT?
Question93: Which is CORRECT about change authorization?
Question94: Which will NOT be handled as a service request?
Question95: What is a definition of a problem?
Question96: Which practice makes new services available for use?
Question97: In which situation will incident management USUALLY use a separate process?
Question98: Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
Question99: Identify the missing word in the following sentence.
The purpose of the service configuration management practice to to ensure mat accurate and reliable information about the configuration of [?], and the is that support mem, is available when and where it to needed.
Question100: Which guiding principle recommends assessing the current state and deciding what can be reused?
Question101: What does 'change enablement' PRIMARILY focus on?
Question102: How are target resolution times used in the 'incident management' practice?
Question103: Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
Question104: Which statement about service requests is CORRECT?
Question105: What is the purpose of the 'deployment management' practice?
Question106: Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?
Question107: Which two practices use workarounds?
Question108: Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.
Question109: Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Question110: What are the three phases of 'problem management'?
Question111: Which is NOT a component of the service value system?
Question112: Which step of the 'continual improvement model' defines measurable targets?
Question113: Which statement about the purpose or the Monitoring and event management practice is TRUE?
Question114: Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
Question115: Which practice has a purpose that includes managing authentication and non-repudation?
Question116: Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
Question117: What is a user?
Question118: Which is NOT a key focus of the 'information and technology' dimension?
Question119: What describes the steps needed to create and deliver a specific service to a consumer?
Question120: Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
Question121: Which statement about change authorities is CORRECT?
Question122: A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
Question123: What is the purpose of the 'monitoring and event management' practice?
Question124: How should automation be implemented?
Question125: Which practice identifies metrics that reflect the customer's experience of a service?
Question126: Which principle concentrates on service consumers?
Question127: Which practice nurtures links with stakeholders at strategic and tactical levels'?
Question128: What is the CORRECT definition of service management?
Question129: Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Question130: Which value chain activity communicates the current status of all four dimensions of service management?
Question131: Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
Question132: Which statement about the 'optimize and automate' guiding principle is CORRECT?
Question133: Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
Question134: Which statement BEST describes the value of service strategy to the business?
Question135: What MAIN factors are considered to assess the priority of an incident?
Question136: Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
Question137: What includes governance as a component?
Question138: 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.
Question139: Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?
Question140: Which is the correct combination of items that makes up an IT service?
Question141: When should a workaround be created?
Question142: What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
Question143: Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
Question144: What should remain constant within an organization, even when the organization's objectives change?
Question145: What is defined as "any component that needs to be managed in order to deliver an IT service"?
Question146: Which is a key element of the 'think and work holistically' guiding principle?
Question147: Which is intended to help an organization adopt and adapt ITIL guidance?
Question148: Which practice provides visibility of the organization's services by capturing and reporting on service performance?
Question149: Which statement about value streams is CORRECT?
Question150: Which service transition process provides guidance about converting data into information?
Question151: Which is a supplier category?
Question152: Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
Question153: Which skill is required by the 'service level management' practice?
Question154: 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
Question155: Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
Question156: Which practice provides users with a way to get various requests arranged, explained and coordinated?
Question157: Which facilitates outcomes that customers want to achieve?
Question158: Which of the following is an example of workaround?
Question159: Which statement about the 'change enablement' practice is CORRECT?
Question160: What considerations influence the supplier strategy of an organization?
Question161: Which practice would help a user gain access to an application that they need to use?
Question162: What is the difference between the 'incident management" and 'service desk' practices'?
Question163: Which statement about standard changes is CORRECT?
Question164: Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
Question165: Which is included in the purpose of the 'change enablement' practice?
Question166: Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?
Question167: What impact does automation have on a service desk?
Question168: What do customer perceptions and business outcomes help to define?
Question169: Which statement about known errors and problems is CORRECT?
Question170: Which statement about service desks is CORRECT?
Question171: Which service request management decisions require that policies are established'?
Question172: What must always be done before an activity is automated?
Question173: Which service management dimension is focused on activities and how these are coordinated?
Question174: Which of the following statements about 'outcomes' is TRUE?
Question175: What should a release policy include?
Question176: Which guiding principle focuses on reducing costs and human errors?
Question177: What is the primary focus of business capacity management?
Question178: Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].
Question179: Which of the following is a necessity to a successful service level agreement (SLAs)?
Question180: What is a change schedule used for?
Question181: Which dimension of service management considers how activities are coordinated?
Question182: Which is the BEST type of resource for investigating complex incidents?
Question183: Which is recommended as pan of the 'progress iteratively with feedback' guiding principle?
Question184: What type of change is often used for resolving incidents or implementing security patches?
Question185: Which value chain activity ensures that service components meet agreed specifications?
Question186: Which statement about emergency changes is CORRECT?
Question187: Which is handled as a service request?
Question188: How should an organization include third-party suppliers in the continual improvement of services?
Question189: Which practice provides a single point of contact for users?
Question190: Which practice's purpose includes creating closer more collaborative relationships?
Question191: An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
Question192: Which of the following is included in the purpose of the 'continual improvement' practice?
Question193: What is defined as any component that needs to be managed in order to deliver an IT service?
Question194: Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Question195: What is warranty?
Question196: Which statement about outcomes is CORRECT?
Question197: What is a problem that has been analysed but has not been resolved?
Question198: Which value chain activity ensures that ongoing service activity meets user expectations?
Question199: Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
Question200: Which statement about outcomes is CORRECT?
Question201: Which is a key consideration for the guiding principle 'keep it simple and practical'?
Question202: A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?
Question203: How is a continual improvement register used?
Question204: Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?
Question205: Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
Question206: Which directly assists with the diagnosis and resolution of simple incidents?
Question207: Which is described by the 'organizations and people' dimension of service management?
Question208: Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Question209: Which practice handles all pre-defined user-initiated service actions?
Question210: What should be used to set user expectations for request fulfilment times?
Question211: Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
Question212: Which of these should be logged and managed as a problem?
Question213: What is used as a tool to help define and measure performance?
Question214: Which practice has a purpose that includes ensuring that risks have been properly assessed?
Question215: What is defined as a change of state that has significance for the management of an IT service?
Question216: Which is included in the purpose of the 'service level management' practice?
Question217: What is a cause, or potential cause, of one or more incidents?
Question218: Which is the BEST example of a standard change?
Question219: What are guiding principles?
Question220: Which statement about the 'change enablement' practice is CORRECT?
Question221: Which statement about costs is CORRECT?
Question222: Which statement about a 'continual improvement register' is CORRECT?
Question223: Which should be handled by 'service request management'?
Question224: Why should incidents be prioritized?
Question225: Which is a purpose of the 'service level management' practice?
Question226: Which of these activities is carried out as part of 'problem management'?
Question227: Which statement about service relationship management is CORRECT?
Question228: Which practice performs reviews to ensure that services continue to meet the needs of the customers?
Question229: Which of the following is NOT recommended by the guiding principle 'start where you are?
Question230: Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
Question231: Which is an activity of the 'problem management' practice?
Question232: What should all 'continual improvement' decisions be based on?
Question233: Which ITIL concept helps an organization to make good decisions?
Question234: Who is responsible for defining metrics for change management?
Question235: Which is included in the purpose of the 'design and transition' value chain activity?
Question236: What is the effect of increased automation on the 'service desk1 practice?
Question237: Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
Question238: Identify the missing words in the following sentence.
The 'incident management' practice should maintain [?] for logging and managing incidents.
Question239: How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions
Question240: Which dimension considers how knowledge assets should be protected?
Question241: What is the starting point for optimization?
Question242: What is the definition of service management?
Question243: Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?
Question244: Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
Question245: Which will help solve incidents more quickly?
Question246: What is the difference between the 'incident management' and 'service desk' practices?
Question247: Which value chain activity ensures the availability of service components?
Question248: What are the MOST important skills required by service desk staff?
Question249: What three elements make up the Service Portfolio?
Question250: What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
Question251: Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed
Question252: Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
Question253: What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Question254: What is the purpose of the 'relationship management' practice?
Question255: What is the reason for using a balanced bundle of service metrics?
Question256: Which practice has a purpose that includes restoring normal service operation as quickly as possible?
Question257: What is defined as an unplanned interruption or reduction in the quality of a service?
Question258: What describes how components and activities work together to facilitate value creation?
Question259: How does information about problems and known errors contribute to 'incident management'?
Question260: Which is a result of applying the guiding principle 'progress iteratively with feedback'?
Question261: Which statement about outcomes is CORRECT?
Question262: Which statement about a service value stream is CORRECT?
Question263: Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
Question264: Which describes a set of defined steps for implementing improvements?
Question265: Which of the four dimensions' focuses on roles responsibilities and systems of authority?
Question266: Which term relates to service levels aligned with the needs of service consumers?