Question1: Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
Question2: Which stakeholders co-create value in a service relationship?
Question3: Which is the BEST example of a standard change?
Question4: What is a change schedule PRIMARILY used for?
Question5: Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Question6: Why should a service level manager carry out regular service reviews?
Question7: What is the purpose of problem management?
Question8: Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Question9: Which should be handled by 'service request management'?
Question10: Which is a key consideration for the guiding principle 'keep it simple and practical'?
Question11: Which guiding principle considers the importance of customer loyalty?
Question12: Which practice is most likely to benefit from the use of chatbots?
Question13: Which is a service request?
Question14: 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
Question15: What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.
Question16: Which value chain activity ensures the availability of service components?
Question17: What is the purpose of the 'deployment management' practice?
Question18: What is a recommendation of the 'focus on value' guiding principle?
Question19: Which practice handles all pre-defined user-initiated service actions?
Question20: Which statement about costs is CORRECT?
Question21: Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
Question22: What are the ITIL guiding principles used for?
Question23: Which practice provides users with a way to get various requests arranged, explained and coordinated?
Question24: Which dimension of service management considers how activities are coordinated?
Question25: Where are the details of the required performance outcomes of a service denned?
Question26: Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
Question27: Which statement about value creating activities is CORRECT?
Question28: Which is the BEST type of resource for investigating complex incidents?
Question29: Which practice has a purpose that includes managing authentication and non-repudation?
Question30: Which describes a 'change authority'?
Question31: Which guiding principle discourages 'silo activity'?
Question32: Which of the following is included in the purpose of the 'continual improvement' printer?
Question33: Which statement about a continual improvement register (CIR)' is TRUE?
Question34: When using the 'continual improvement model, which information should be produced by an organization to understand where the organization is now?
Question35: What is the value of a service?
Question36: Which ITIL concept describes governance?
Question37: Which role approves the cost of services?
Question38: Which statement about service requests is CORRECT?
Question39: 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.
Question40: Which term is used to describe the prediction and control of income and expenditure within an organization?
Question41: Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
Question42: Which process is used to compare the value that new services offer with the value of the services they have replaced?
Question43: A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
Question44: Which statement about the steps to fulfill a service request is CORRECT?
Question45: Which describes the 'plan' value chain activity?
Question46: Which of the following guiding principles proposes the elimination of unnecessary work?
Question47: What is the definition of a known error?
Question48: Which is the definition of an IT asset?
Question49: Which is a key requirement for successful service level agreements (SLAs)?
Question50: What is the purpose of service level management?
Question51: Which is a purpose of the 'service desk' practice?
Question52: Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?
Question53: 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.
Question54: Which is included in the purpose of the 'change enablement' practice?
Question55: Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
Question56: Which is an example are problem control activity?
Question57: Which practice makes use of methods from Lean. Agile and DevOps?
Question58: Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
Question59: What type of change is MOST likely to be managed as a service request?
Question60: What ensures that service providers and service consumers continue to create value together?
Question61: Which statement about service desks is CORRECT?
Question62: 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
Question63: Service transition contains detailed descriptions of which processes?
Question64: Which practice provides support for managing feedback, compliments and complaints from users?
Question65: Identify 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 services, and the [?] that support them, is available when and where it is needed.
Question66: Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity
Question67: 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.
Question68: Which guiding principle recommends collecting data before deciding what can be re-used?
Question69: Which statement about the 'incident management' practice is CORRECT?
Question70: Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.
Question71: What is the effect of increased automation on the 'service desk1 practice?
Question72: Which is a financially valuable component that can contribute to the delivery of a service?
Question73: What is important for a 'continual improvement register' (CIR)?
Question74: How should an organization include third-party suppliers in the continual improvement of services?
Question75: Which two practices interact the MOST with the service desk practice?
Question76: Which is the correct combination of items that makes up an IT service?
Question77: When should a full risk assessment and authorization be carried out for a standard change?
Question78: Which of the following is the MOST important for effective incident management?
Question79: Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
Question80: Which statement about the input and output of the value chain activities is CORRECT?
Question81: What is a problem that has been analysed but has not been resolved?
Question82: What is the MOST important reason for prioritizing incidents?
Question83: Which dimension includes the knowledge needed for the management of services?
Question84: A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
Question85: What should remain constant within an organization, even when the organization's objectives change?
Question86: Which is part of the value proposition of a service?
Question87: Which is included in the purpose of the 'service level management' practice?
Question88: Which dimension considers the application of artificial intelligence to service management?
Question89: Which is described by the 'organizations and people' dimension of service management?
Question90: Which statement about outcomes is CORRECT?
Question91: What term is used to describe the functionality of a service?
Question92: Which principle concentrates on service consumers?
Question93: Which is an activity in the 'Problem control' phase of problem management?
Question94: Which practice updates information relating to symptoms and business impact?
Question95: Which directly assists with the diagnosis and resolution of simple incidents?
Question96: What is the starting point for optimization?
Question97: Which statement about a 'continual improvement register' is CORRECT?
Question98: Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?
Question99: How do all value chain activities transform inputs to outputs?
Question100: Which practice recommends that organizations develop competencies an techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
Question101: Which practice coordinates the classification, ownership and communication of service requests and incidents?
Question102: What is typically needed to assign complex incidents to support groups?
Question103: Which is a low risk change that has been pre-approved so that no additional authorization is needed?
Question104: Which service management dimension is focused on activities and how these are coordinated?
Question105: What is the primary focus of business capacity management?
Question106: What is recommended by the guiding principle 'progress iteratively with feedback'?
Question107: Which is a purpose of the 'service desk' practice?
Question108: Which is NOT a component of the service value system?
Question109: Which is a way of applying the guiding principle 'focus on value'?
Question110: Which is an example of improving service utility using service management automation?
Question111: Which of the following statements about 'outcomes' is TRUE?
Question112: Which statement about service relationship management is CORRECT?
Question113: Which statement about emergency changes is CORRECT?
Question114: When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
Question115: What is an output?
Question116: Which practice provides a communications point for users to report operational issues, queries and requests?
Question117: Which is a purpose of release management?
Question118: Which statement about the 'service request management' practice is CORRECT?
Question119: Which practice owns and manages issues, queries and requests from users?
Question120: Which is part of service provision?
Question121: What describes how components and activities work together to facilitate value creation?
Question122: Which guiding principle recommends assessing the current state and deciding what can be reused?
Question123: For which purpose would the continual improvement practice use a SWOT analysis?
Question124: Which service value chain activity relates with buying new products?
Question125: Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Question126: Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
Question127: Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
Question128: What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
Question129: What considerations influence the supplier strategy of an organization?
Question130: Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?
Question131: Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
Question132: Which is NOT a key focus of the 'information and technology' dimension?
Question133: Who is responsible for defining metrics for change management?
Question134: What actions does a service desk take for all issues, queries and requests that are reported to them?
Question135: Which term relates to service levels aligned with the needs of service consumers?
Question136: Which is provided by the 'engage' value chain activity?
Question137: Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
Question138: Which statement about 'continual improvement' is CORRECT?
Question139: What is required by all service desk staff?
Question140: Which statement about the 'four Ps' of service design is CORRECT?
Question141: What is the definition of warranty?
Question142: Which practice provides visibility of the organization's services by capturing and reporting on service performance?
Question143: Which describes a set of defined steps for implementing improvements?
Question144: Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
Question145: What are the types of asset management?
Question146: Which is the BEST example of an emergency change?
Question147: An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
Question148: Which statement BEST describes the value of service strategy to the business?
Question149: Which service value chain activity deals with the purchase of new products?
Question150: What is the purpose of the 'incident management' practice?
Question151: Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Question152: What is warranty?
Question153: What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
Question154: Which practice has a purpose that includes restoring normal service operation as quickly as possible?
Question155: What should all 'continual improvement' decisions be based on?
Question156: Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
Question157: What should be considered as part of the 'partners and suppliers' dimension?
Question158: What impact does automation have on a service desk?
Question159: Which of these should be logged and managed as a problem?
Question160: How is a continual improvement register used?
Question161: 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.
Question162: What is an event?
Question163: Which ITIL concept helps an organization to make good decisions?
Question164: Which Practice includes management of workarounds and known errors?
Question165: Which term describes the functionality offered by a service?
Question166: Which practice establishes a channel between the service provider and its users?
Question167: What is the CORRECT order for the three phases of problem management?
Question168: Which statement about value streams is CORRECT?
Question169: Which practices is MOST associate with the use of empathy to understand users?
Question170: Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
Question171: What should be done to determine the appropriate metrics for measuring a new service?
Question172: Which practice involves the management of vulnerabilities that were not identified before the service went live?
Question173: 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.
Question174: Which organization delivers output or outcomes of a service?
Question175: 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
Question176: Which activity is NOT recommended by the 'start where you are' guiding principle?
Question177: Which of the following can be used to access service desks?
Question178: Which is one of the MAIN concerns of the 'design and transition' value chain activity?
Question179: Which two practices use workarounds?
Question180: What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Question181: What is NOT within the scope of service catalogue management?
Question182: Identify the missing words in the following sentence.
The 'incident management' practice should maintain [?] for logging and managing incidents.
Question183: Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
Question184: What includes governance as a component?
Question185: Which statement about outcomes is CORRECT?
Question186: Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
Question187: Which statement about outcomes is CORRECT?
Question188: Which will NOT be handled as a service request?
Question189: Which is the FIRST action when optimizing a service?
Question190: Which statement about the 'continual improvement' practice is CORRECT?
Question191: Which is a key requirement for a successful service level agreement (SLA)?
Question192: Which of the following is an example of incident?
Question193: Why should service desk staff detect recurring issues?
Question194: Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
Question195: Which is recommended as pan of the 'progress iteratively with feedback' guiding principle?
Question196: What is the MAIN benefit of 'problem management'?
Question197: Which value chain activity is concerned with the availability of service components?
Question198: Which dimension includes a workflow management system?
Question199: Which statement about the 'change enablement' practice is CORRECT?
Question200: What is a user?
Question201: Which of the following is NOT recommended by the guiding principle 'start where you are?
Question202: What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
Question203: When should the effectiveness of a problem workaround be assessed?
Question204: Which is part of the 'focus on value' guiding principle?
Question205: Which activity is part of the 'continual improvement' practice?
Question206: What are 'engage', 'plan' and 'improve' examples of?
Question207: Which statement about change authorization is CORRECT?
Question208: What type of change is MOST likely to be managed by the 'service request management' practice?
Question209: Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
Question210: Which is included in the purpose of the 'design and transition' value chain activity?
Question211: Where should all master copies of controlled software and documentation be stored?
Question212: Which statement about outcomes is CORRECT?
Question213: Which is described by the 'organizations and people' dimension of service management?
Question214: What does 'change enablement' PRIMARILY focus on?
Question215: Which activity is NOT recommended by the start where you are' guiding principle?
Question216: Which activity is part of the 'continual improvement practice?
Question217: Which statement about outcome is CORRECT?
Question218: A good way to apply the ITIL guiding principle 'focus on value' is to:
Question219: Which describes normal changes?
Question220: Which includes governance, management practices, and continual improvement?
Question221: Which competencies are required by the 'service level management' practice?
Question222: What varies in size and complexity, and uses functions to achieve its objectives?
Question223: A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
Question224: Which practice has a purpose that deludes maximizing the number of successful additions modifications, or removals of anything that could have an effect on a service?
Question225: 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?
Question226: Which of the following is an example of workaround?
Question227: Which practice nurtures links with stakeholders at strategic and tactical levels'?
Question228: Which guiding principle says that services and processes should NOT provide a solution for every exception?
Question229: Which can act as an operating model for an organization?
Question230: Which phase of problem management includes analysing incidents to look for patterns and trends?
Question231: What should be done first when applying the 'focus on value' guiding principle?
Question232: Which step of the 'continual improvement model' defines measurable targets?
Question233: Which practice identifies metrics that reflect a customer experience of a service?
Question234: What is the CORRECT definition of service management?
Question235: Which practice provides a single point of contact for users?
Question236: Which value chain activity ensures that ongoing service activity meets user expectations?
Question237: Which statement about the 'continual improvement model' is CORRECT?
Question238: How should an organization prioritize incidents?
Question239: Which practice would help a user gain access to an application that they need to use?
Question240: Which statement about managing incidents is CORRECT?
Question241: Which practice is responsible for moving new or changed components to live or other environments?
Question242: Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Question243: What is defined as any component that needs to be managed in order to deliver an IT service?
Question244: In which situation will incident management USUALLY use a separate process?
Question245: What is the difference between the 'incident management" and 'service desk' practices'?
Question246: Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
Question247: Which statement about the automation of service requests is CORRECT?
Question248: 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
Question249: How does a service consumer contribute to the reduction of disk?
Question250: What should a release policy include?
Question251: In which step of the 'continual improvement model' is an improvement plan implemented?
Question252: Which of the following is a necessity to a successful service level agreement (SLAs)?
Question253: Which helps to manage an incident when it is unclear which support team should be working on the incident?
Question254: Which does the ITIL service value system discourage?
Question255: Which is CORRECT about change authorization?
Question256: Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
Question257: Identify 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 [?], and the CIs that support them, is available when and where it is needed.
Question258: Which practice updates information relating to symptoms and business impact?
Question259: Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Question260: Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
Question261: 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
Question262: Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
Question263: What ensures that a service provider and a service consumer continually co-create value?
Question264: Which will help solve incidents more quickly?
Question265: Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?
Question266: What does the 'service request management' practice depend on for maximum efficiency?