1

What is the purpose of problem management?

SELECT THE CORRECT ANSWER

Helps direct the incident to the correct support area

Reduces the likelihood and impact of incidents
Ensures services are restored as soon as possible
Determines how the service provider is perceived

2
What is the definition of utility?
SELECT THE CORRECT ANSWER

A tangible or intangible deliverable that is produced by carrying out an activity

The assurance that a product or service will meet agreed requirements
A possible event that could cause harm or loss or make it more difficult to achieve objectives
The functionality offered by a product or service to meet a particular need

EXPLANATION

3
Which activity captures the demand for incident resolution and service requests?
SELECT THE CORRECT ANSWER

Change control
Problem management
Service desk
Service catalogue management

EXPLANATION

4
Which value chain activity ensures the availability of service components?
SELECT THE CORRECT ANSWER

Improve
Engage
Obtain/build
Deliver and support

EXPLANATION
5
Which of the following is an example of incident?
SELECT THE CORRECT ANSWER

A user wants to reset the password of a server

A user has requested access to a shared repository
A backup server is being rebooted while services are running on the primary server
An application is not available during the business hours

EXPLANATION

6
"New or changed components are deployed to all targets at the same time. Which type of
deployment approach does this statement represent?
SELECT THE CORRECT ANSWER

Phased deployment
Continuous delivery
Big bang deployment
Pull deployment

EXPLANATION

7
What is an event?
SELECT THE CORRECT ANSWER

The addition, modification, or removal of anything that could have a direct or indirect effect
on services
Any change of state that has significance for the management of a service or other
configuration item
Cause of one or more incidents
An unplanned interruption to a service or reduction in the quality of a service

EXPLANATION

8
Which of the following is a standard change?
SELECT THE CORRECT ANSWER

Resolving an incident or implementing a security patch

Moving a desktop for a single user
Increasing the memory of a server to avoid an incident
Uninstalling a new patch that has caused a high-priority incident
EXPLANATION

9
Which two needs should change control balance?
SELECT THE CORRECT ANSWER

The need to assess risks and expected benefits

The need to manage a change schedule
The need to make beneficial changes
The need to protect customers and users

EXPLANATION

10
What are the types of asset management?
SELECT THE CORRECT ANSWER

IT asset management and software asset management

IT asset management and technical management
Operational management and IT asset management
Operational and technical management

EXPLANATION

11
Which of the following are problem control activities? 1. Performing trend analysis of
incident records 2. Preassessing the status of known errors that have not been resolved 3.
Prioritizing problems for analysis based on the risk 4. Finding and documenting a
workaround for future incidents when a problem cannot be resolved quickly
SELECT THE CORRECT ANSWER

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

EXPLANATION

12
What is the best way to track and manage improvements?
SELECT THE CORRECT ANSWER

Use a structured document called a continual improvement register

Appoint a leader for managing the improvements
Ask everyone to track and manage improvements initiated by them
Don't track and manage improvements

EXPLANATION

13
Which ITIL concept describes governance?
SELECT THE CORRECT ANSWER

The seven guiding principles

The four dimensions of service management
The service value chain
The service value system

EXPLANATION

14
Which practice ensures that stakeholders' needs are understood and product and services are
prioritized appropriately?
SELECT THE CORRECT ANSWER

Continual improvement
Relationship management
Change control
Service desk

EXPLANATION

15
Which of the following is NOT a key skillset required for service desk agents?
SELECT THE CORRECT ANSWER

Effective communication
Empathy
Customer service skills
Technical skills

EXPLANATION

16
Which of the following can be used to access service desks?
SELECT THE CORRECT ANSWER
Phone calls
Email
Text and social media messaging
All of the above

EXPLANATION

17
Which of the following is an example of workaround?
SELECT THE CORRECT ANSWER

Server memory is increased when the server is unresponsive

A defective network switch is replaced with a new one
A server is restarted to resolve an incident
An email server is restored after an incident is reported

EXPLANATION

18
Which key activity of service continuity management identifies vital business functions
(VBF) and their dependencies?
SELECT THE CORRECT ANSWER

Disaster recovery plan

Recovery point objective
Recovery time objective
Business impact analysis

EXPLANATION

19
A service is a means of enabling value co-creation by facilitating _____ that customers
want to achieve.
SELECT THE CORRECT ANSWER

Warranty
Outcomes
Utility
Outputs

EXPLANATION

20
What is a disaster?
SELECT THE CORRECT ANSWER

Sudden unplanned event that causes great damage or serious loss to an organization
Unplanned interruption to IT service
Any change of state that has significance for the management of a service or other
configuration item (CI)
The addition, modification, or removal of anything that could have a direct or indirect effect
on services

EXPLANATION

21
Which practice is the responsibility of everyone in the organization?
SELECT THE CORRECT ANSWER

Service level management

Change control
Problem management
Continual improvement

EXPLANATION

22
What are the different types of events?
SELECT THE CORRECT ANSWER

Normal, standard, and emergency

Informational, warning, and exception
Normal and standard
Informational, standard, and emergency

EXPLANATION

23
Which of the following best describes outcomes?
SELECT THE CORRECT ANSWER

Tangible or intangible deliverables

Functionality offered by a product or service
Results for a stakeholder
Configuration of an organization s resources

EXPLANATION

24
What of the following is an agreement between a service provider and a customer that
identifies both services required and the expected level of service?
SELECT THE CORRECT ANSWER

Contractual agreement
Business agreement
Service level agreement
Service customer agreement

EXPLANATION

25
How does service request management contribute to obtain/build value chain activity?
SELECT THE CORRECT ANSWER

It analyzes data to identify opportunities to provide new service request options

It ensures users continue to be productive when they need assistance from the service
provider
It acquires preapproved service components to help fulfill service requests
It collects user-specific requirements, sets expectations, and provides status updates

EXPLANATION

26
What are the two types of costs that a service consumer should evaluate?
SELECT THE CORRECT ANSWER

The cost of creating the service and the cost charged for the service
The costs removed by the service and the costs imposed by the service
The cost of provisioning the service and the cost of improving the service
The cost of purchasing software and the cost of purchasing hardware

EXPLANATION

27
A service provider describes a package that includes a laptop with software, licenses, and
support. What is this package an example of?
SELECT THE CORRECT ANSWER

Value
Outcome
Warranty of a service
Service offering
EXPLANATION

28
What is the purpose of the service desk practice?
SELECT THE CORRECT ANSWER

To reduce the likelihood and impact of incidents by identifying actual and potential causes of
incidents
To maximize the number of successful IT changes by ensuring risks are properly assessed
To capture demand for incident resolution and service requests
To set clear business-based targets for service performance

EXPLANATION

29
What should be included in every service level agreement?
SELECT THE CORRECT ANSWER

Details of the system-based metrics

Technical description of the service components
Clearly defined service outcomes
Legal language

EXPLANATION

30
Which of the following statements describes the nature of guiding principles?
SELECT THE CORRECT ANSWER

A guiding principle can guide an organization in all circumstances

Each guiding principle mandates specific actions and decisions
An organization will select one of the principles to adopt
Guiding principles describe the processes that all organizations must adopt

EXPLANATION

31
What is the first step of the guiding principle focus on value?
SELECT THE CORRECT ANSWER

Identify the outcomes that the service facilitates

Identify all supplier and partners that are involved in the service
Determine the service consumer in each situation
Determine the cost of the providing the service
EXPLANATION

32
Which guiding principle recommends organizing work into smaller, manageable sections
that can be executed and completed in a timely manner?
SELECT THE CORRECT ANSWER

Focus on value
Start where you are
Progress iteratively with feedback
Collaborate and promote visibility

EXPLANATION

33
What is the key focus of the organizations and people dimension?
SELECT THE CORRECT ANSWER

Security and compliance

Communication systems and knowledge bases
Workflow management and inventory systems
Roles and responsibilities

EXPLANATION

34
Which service management dimension is focused on activities?
SELECT THE CORRECT ANSWER

Organizations and people

Information and technology
Partners and suppliers
Value streams and processes

EXPLANATION

35
Which value chain activity includes presenting workarounds to users via a service portal?
SELECT THE CORRECT ANSWER

Plan
Improve
Engage
Obtain/build
EXPLANATION

36
Who defines the requirements for a service?
SELECT THE CORRECT ANSWER

Service provider
Customer
User
Sponsor

EXPLANATION

37
Which of the following statements about the value chain activities is correct?
SELECT THE CORRECT ANSWER

Every practice belongs to a specific value chain activity

A specific combination of value chain activities and practices forms a service relationship
Service value chain activities form a single flow that enables value creation
Each value chain activity contributes to the value chain by transforming specific inputs into
outputs

EXPLANATION

38
How does the principle think and work holistically help organizations when implementing
ITIL?
SELECT THE CORRECT ANSWER

Conducting a review of the existing service management practices and deciding what to keep
and what to discard
Reviewing how an improvement initiative can be organized into smaller and manageable
sections that can be completed in a timely manner
Reviewing service management practices and removing any unnecessary complexity
Establishing an understanding of how all the parts of an organization work together in an
integrated way

EXPLANATION

39
Which is a key consideration for the guiding principle keep it simple and practical?
SELECT THE CORRECT ANSWER

Try to create a solution for every exception

Always use the minimum number of steps to accomplish an objective
Ignore conflicting objectives of different stakeholders
Start with a complex solution and then simplify

EXPLANATION

40
Which value chain activity ensures people understand the organization's vision?
SELECT THE CORRECT ANSWER

Improve
Plan
Deliver and support
Obtain/build

EXPLANATION

Test 2

1
What is service management?
SELECT THE CORRECT ANSWER

The addition, modification, or removal of anything that can have a direct or indirect effect on
services
A set of specialized organizational capabilities for enabling value for customers in the form
of services
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 service or other
configuration item (CI)

Who authorizes the budget for service consumption?

SELECT THE CORRECT ANSWER

Customer
User
Sponsor
Service provider
EXPLANATION

3
When is the ownership of a product transferred to a consumer?
SELECT THE CORRECT ANSWER

When a service provider delivers goods

When an access is granted
When service action is performed by service provider
None of the above

EXPLANATION

4
Which of the following is NOT an example of service provision?
SELECT THE CORRECT ANSWER

Access to the resources for users

Fulfillment of the agreed service actions
Service actions performed by users
Supplying of goods

EXPLANATION

5
What is the tangible or intangible deliverable of an activity termed?
SELECT THE CORRECT ANSWER

Outcome
Output
Value
Result

EXPLANATION

6
Which of the following is NOT a dimension of service management?
SELECT THE CORRECT ANSWER

Organizations and people

Information and technology
Process and function
Partners and suppliers
EXPLANATION

7
What is the definition of warranty?
SELECT THE CORRECT ANSWER

A tangible or intangible deliverable that is produced by carrying out an activity

The assurance that a product or service will meet agreed requirements
A possible event that could cause harm or loss, or make it difficult to achieve objectives
The functionality offered by a product or service to meet a particular need

EXPLANATION

8
Which ITIL concept describes practices?
SELECT THE CORRECT ANSWER

Seven guiding principles

Four dimensions of service management
Service value chain
Service value system

EXPLANATION

9
Which of the following is an example of access to resource?
SELECT THE CORRECT ANSWER

Installing a new application on the server

Providing a user access to an application
Rebooting the server
Assigning an asset to employee

EXPLANATION

10
What do service providers help their consumers to achieve?
SELECT THE CORRECT ANSWER

Value
Outcome
Service
Product
EXPLANATION

11
How can the risk be reduced by service consumers while requesting service? 1.Actively
participating while specifying the requirements of the service 2. Clearly communicating the
critical success factors 3.Identifying the constraints applicable to the service 4.Confirming
the cost
SELECT THE CORRECT ANSWER

1, 2, and 4
1, 3, and 4
2, 3 and 4
1, 2 and 3

EXPLANATION

12
Which of the following are examples where technology can support service management?
SELECT THE CORRECT ANSWER

Workflow management
Inventory system
Mobile platform
All of the above

EXPLANATION

13
Which guiding principle recommends to eliminate anything that is wasteful and use
technology wherever possible?
SELECT THE CORRECT ANSWER

Focus on value
Start where you are
Optimize and automate
Collaborate and promote visibility

EXPLANATION

14
Through which of the following activities is governance realized?
SELECT THE CORRECT ANSWER
Evaluate, direct, and control
Command and control
Assess and analyze
Monitor and measure

EXPLANATION

15
What is service value chain?
SELECT THE CORRECT ANSWER

A set of interconnected activities that an organization performs to deliver a valuable product

or service to its consumers
The means by which an organization is directed and controlled
Recommendations that can guide an organization in all circumstances
Sets of organizational resources designed for performing work or accomplishing an objective

EXPLANATION

16
When is the silos created in the organizations?
SELECT THE CORRECT ANSWER

When team works collaboratively

When there is resistance to change
When access to the information or specialized expertise is difficult
Both B and C

EXPLANATION

17
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
SELECT THE CORRECT ANSWER

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

EXPLANATION

18
Which is a recommendation of the service desk practice?
SELECT THE CORRECT ANSWER

Service desks should never use technologies such as SMS and chat functions
Service desks should be highly technical functions
Service desks should have a practical understanding of the wider business
Service desks should always be a physical team in a single fixed location

EXPLANATION

19
How should an organization adopt continual improvement methods?
SELECT THE CORRECT ANSWER

Use a new method for each improvement that the organization handles
Select a few key methods to suit the types of improvement that the organization handles
Build the capability to use as many improvement methods as possible
Select a single method for all improvements that the organization handles

EXPLANATION

20
Which practice has the purpose of making new and changed services and features available
for use?
SELECT THE CORRECT ANSWER

Change control
Service request management
Release management
Deployment management

EXPLANATION

21
How does service request management contribute to design and transition activity?
SELECT THE CORRECT ANSWER

By collecting user-specific request requirements

By acquiring pre-approved service components
By providing service request trend and quality information
By initiating standard changes to fulfill service requests

EXPLANATION
22
What is the definition of change?
SELECT THE CORRECT ANSWER

Any change of state that has significance for the management of a configuration item or IT
service
Any component that needs to be managed to deliver an IT service
Any valuable component that can contribute to delivery of an IT product or service
The addition, modification, or removal of anything that can have a direct or indirect effect on
services

EXPLANATION

23
Which practice is responsible for restoring normal service operation as quickly as possible?
SELECT THE CORRECT ANSWER

Change control
IT asset management
Incident management
Release management

EXPLANATION

24
Which is NOT usually included as part of incident management?
SELECT THE CORRECT ANSWER

Scripts for collecting initial information about incidents

Formalized processes for logging incidents
Detailed procedures for the diagnosis of incidents
Specialized knowledge for complicated incidents

EXPLANATION

25
What provides organizations with a structured approach to implementing improvements?
SELECT THE CORRECT ANSWER

Service improvement plan

Continual improvement model
Organization change management
Lean and agile
EXPLANATION

26
What is the purpose of supplier management?
SELECT THE CORRECT ANSWER

To ensure that the organization's suppliers and their performance are managed appropriately
to support the seamless provision of quality products and services
To align the organization's practices and services with changing business needs through the
ongoing identification and improvement of services
To ensure that the organization's suppliers and their performance are managed appropriately
at strategic and tactical levels through coordinated marketing, selling, and delivery activities
To ensure that accurate and reliable information about the configuration of supplier's services
is available when and where it is needed

EXPLANATION

27
What is an emergency change?
SELECT THE CORRECT ANSWER

A change that doesn't need risk assessment because the procedure has been pre-authorized
A change that needs to be assessed, authorized, and scheduled by a change authority
A change that doesn't need risk assessment because it is required to resolve an incident
A change that must be implemented as soon as possible

EXPLANATION

28
For risk management to be effective, risks need to be:
SELECT THE CORRECT ANSWER

Identified
Assessed
Treated
All of the above

EXPLANATION

29
When the products and services are developed or delivered internally by the organization, it
is called ____________.
SELECT THE CORRECT ANSWER

Outsourcing
Insourcing
Multi-sourcing
Single-sourcing

EXPLANATION

30
What is the purpose of IT asset management?
SELECT THE CORRECT ANSWER

Plan and manage the full lifecycle of all IT assets

Move new or changed hardware, software, documentation, processes, or any other
component to live environments
Ensure that accurate and reliable information about the configuration of services, and the CIs,
is available when and where it is needed
Restore normal operation as quickly as possible

EXPLANATION

31
What is the purpose of service level management?
SELECT THE CORRECT ANSWER

Sets clear business-based targets for service performance

Supports the agreed quality of a service by handling all pre-defined, user-initiated service
requests
Ensures that accurate and reliable information about the configuration of services, and the
CIs, is available when and where it is needed
Establishes and nurtures the links between the organization and its stakeholders

EXPLANATION

32
Which of the following is NOT an activity of supplier management?
SELECT THE CORRECT ANSWER

Develop, negotiate, review, update, finalize, and award supplier contracts

Identify, evaluate, and select suppliers for the delivery of new or changed business services
Categorize suppliers periodically
Restore normal operation as quickly as possible

EXPLANATION

33
Arrange the following steps of software lifecycle in correct order. 1. Retire 2. Test 3.
Operate 4. Deploy 5. Ideation 6. Develop 7. Design
SELECT THE CORRECT ANSWER

1, 3, 5, 6, 7, 2, 4
1, 2, 5, 7, 4, 6, 3
5, 7, 6, 2, 4, 3, 1
5, 7, 6, 1, 3, 4, 2

EXPLANATION

34
__________can be defined as the entirety of the interactions a customer has with an
organization and its products.
SELECT THE CORRECT ANSWER

Service level management

Customer management
Customer relationship
Customer experience

EXPLANATION

35
How does service desk practice contribute to engage activity of a service value chain?
SELECT THE CORRECT ANSWER

The service desk is a channel for communicating with users about new and changed services
The service desk is the main channel for tactical and operational engagement with users
Service desk activities are constantly monitored and evaluated to support continual
improvement, alignment, and value creation
The service desk is involved in acquiring service components used to fulfill service requests
and resolving incidents

EXPLANATION

36
How does configuration management support deliver and support of value chain activity?
SELECT THE CORRECT ANSWER

Configuration information is used to support activities of the incident management and

problem management practices
Configuration management documents how assets work together to create a service
Configuration records are used to create the code or artefact that is being built
Configuration information is used by consumers
EXPLANATION

37
What is a workaround?
SELECT THE CORRECT ANSWER

Problem that has been analyzed but has not been resolved
Any component that needs to be managed to deliver an IT service
A solution that reduces or eliminates the impact of an incident or problem for which a full
resolution is not yet available
A cause, or potential cause, of one or more incidents

EXPLANATION

38
How does incident management support obtain/build of value chain activity?
SELECT THE CORRECT ANSWER

Ensures incidents that occur in development environments are resolved in a timely and
controlled manner
Identifies and manages product defects
Makes significant incidents visible to customers
Prioritizes incident records both in terms of incident frequency and severity

EXPLANATION

39
What is the purpose of information security management?
SELECT THE CORRECT ANSWER

Understanding and managing risks to the confidentiality, integrity, and availability of

information
Minimizing the negative impact of incidents by restoring normal service operation as quickly
as possible
Reducing the likelihood and impact of incidents
Moving new or changed hardware, software, documentation, processes, or any other
component to live environments

EXPLANATION

40
Which of the following is true about informational events?
SELECT THE CORRECT ANSWER
Require action before any negative impact is experienced by the business
Do not require action at the time they are identified
Identify a breach to an established norm
Require action even if business impact is not yet experienced

EXPLANATION

Test 3

1
Which practice is responsible for moving components to live environments?
SELECT THE CORRECT ANSWER

Change control
Release management
IT asset management
Deployment management

EXPLANATION

2
Which practice includes the classification and ownership of queries and requests from
users?
SELECT THE CORRECT ANSWER

Service desk
Incident management
Change control
Service level management

EXPLANATION

3
Which practice identifies metrics that reflect a customer’s experience of a service?
SELECT THE CORRECT ANSWER

Continual improvement
Service desk
Service level management
Problem management
EXPLANATION

4
What is the primary use of a change schedule?
SELECT THE CORRECT ANSWER

To support incident management and improvement planning

To manage emergency changes
To plan changes and help avoid conflicts
To manage standard changes

EXPLANATION

5
Which service management dimension is focused on the activities undertaken by an
organization and how they are organized?
SELECT THE CORRECT ANSWER

Organizations and people

Information and technology
Partners and suppliers
Value streams and processes

EXPLANATION

6
How does categorization of incidents assist the incident management practice?
SELECT THE CORRECT ANSWER

It helps direct the incident to the correct support area.

It determines the priority assigned to the incident.
It ensures that incidents are resolved in timescales agreed with the customer.
It determines how the service provider is perceived.

EXPLANATION

7
Identify the missing word(s) in the following sentence. A service is a means of enabling
value co-creation by facilitating _________ that customers want to achieve.
SELECT THE CORRECT ANSWER

the warranty
outcomes
the utility
outputs
EXPLANATION

8
Which is a recommendation of the continual improvement practice?
SELECT THE CORRECT ANSWER

There should at least be a small team dedicated to leading continual improvement efforts
All improvements should be managed as multi-phase projects
Continual improvement' should be isolated from other practices
External suppliers should be excluded from improvement initiatives

EXPLANATION

9
Which is a potential benefit of using an IT service management tool to support the 'incident
management' practice?
SELECT THE CORRECT ANSWER

It may ensure that the cause of incidents is identified within agreed times.
It may provide automated matching of incidents to problems or known errors.
It may ensure that supplier contracts are aligned with the needs of the service provider.
It may provide automated resolution and closure of complex incidents.

10
Who among the following submits service requests?
SELECT THE CORRECT ANSWER

The user or their authorized representative

The customer or their authorized representative
The sponsor or their authorized representative
The supplier or their authorized representative

11
Which practice provides a single point of contact for users?
SELECT THE CORRECT ANSWER

Incident management
Change control
Service desk
Service request management

EXPLANATION

12
Which guiding principle recommends that the four dimensions of service management are
considered?
SELECT THE CORRECT ANSWER

Think and work holistically

Progress iteratively with feedback
Focus on value
Keep it simple and practical

EXPLANATION

13
Which would be supported by the service request management practice?
SELECT THE CORRECT ANSWER

A request to authorize a change that could have an effect on a service

A request from a user for something which is a normal part of service delivery
A request to restore service after a service interruption
A request to investigate the cause of multiple related incidents

EXPLANATION

14
Which practice is the responsibility of everyone in the organization?
SELECT THE CORRECT ANSWER

Service level management

Change control
Problem management
Continual improvement

EXPLANATION

15
Identify the missing word in the following sentence. The purpose of the information
security management practice is to ________ the organization’s information.
SELECT THE CORRECT ANSWER

Store
Provide
Audit
Protect

EXPLANATION

16
Which guiding principle recommends collecting data before deciding what can be re-used?
SELECT THE CORRECT ANSWER

Focus on value
Start where you are
Keep it simple and practical
Progress iteratively with feedback

EXPLANATION

17
Which is NOT usually included as part of incident management?
SELECT THE CORRECT ANSWER

Scripts for collecting initial information about incidents

Formalized procedures for logging incidents
Detailed procedures for the diagnosis of incidents
The use of specialized knowledge for complicated incidents

EXPLANATION

18
Which of the following describes the nature of the guiding principles?
SELECT THE CORRECT ANSWER

Guiding principles can guide an organization in all circumstances.

Each guiding principle mandates specific actions and decisions.
An organization will select and adopt only one of the seven guiding principles.
Guiding principles describe the processes that all organizations must adopt.

EXPLANATION

19
Which statement about a change authority is correct?
SELECT THE CORRECT ANSWER
A single change authority should be assigned to authorize all types of change and change
models.
A change authority should be assigned for each type of change and change model.
Normal changes are preauthorized and do not need a change authority.
Emergency changes can be implemented without authorization from a change authority.

EXPLANATION

20
Which practice has the purpose of making new and changed services and features available
for use?
SELECT THE CORRECT ANSWER

Change control
Service request management
Release management
Deployment management

EXPLANATION

21
Which value chain activity ensures people understand the organization’s vision?
SELECT THE CORRECT ANSWER

Improve
Plan
Deliver and support
Obtain/build

EXPLANATION

22
Which statement about the value chain activities is correct?
SELECT THE CORRECT ANSWER

Every practice belongs to a specific value chain activity.

A specific combination of value chain activities and practices forms a service relationship.
Service value chain activities form a single workflow that enables value creation.
Each value chain activity contributes to the value chain by transforming specific inputs into
outputs.

EXPLANATION

23
What is the purpose of the supplier management practice?
SELECT THE CORRECT ANSWER

To ensure that the organization’s suppliers and their performance are managed appropriately
to support the seamless provision of quality products and services
To align the organization's practices and services with changing business needs through the
ongoing identification and improvement of services
To ensure that the organization’s suppliers and their performance are managed appropriately
at strategic and tactical levels through coordinated marketing, selling, and delivery activities
To ensure that accurate and reliable information about the configuration of suppliers' services
is available when and where it is needed

EXPLANATION

24
What are the two types of cost that a service consumer should evaluate?
SELECT THE CORRECT ANSWER

The price of the service and the cost of creating the service
The costs removed by the service and the costs imposed by the service
The cost of provisioning the service and the cost of improving the service
The cost of software and the cost of hardware

EXPLANATION

25
Which is a purpose of the service desk practice?
SELECT THE CORRECT ANSWER

To reduce the likelihood and impact of incidents by identifying actual and potential causes of
incidents
To maximize the number of successful IT changes by ensuring risks are properly assessed
To capture demand for incident resolution and service requests
To set clear business-based targets for service performance

EXPLANATION

26
How should an organization adopt continual improvement methods?
SELECT THE CORRECT ANSWER

Use a new method for each improvement the organization handles.

Select a few key methods for the types of improvement the organization handles.
Build the capability to use as many improvement methods as possible.
Select a single method for all improvements that the organization handles.
EXPLANATION

27
Which ITIL concept describes governance?
SELECT THE CORRECT ANSWER

The seven guiding principles

The four dimensions of service management
The service value chain
The service value system

EXPLANATION

28
Which of the following is a requirement of the service desk?
SELECT THE CORRECT ANSWER

Service desks should avoid the use of automation.

Service desks should be highly technical.
Service desks should understand the wider organization.
Service desks should be a physical team in a single fixed location.

EXPLANATION

29
Which guiding principle recommends organizing work into smaller, manageable sections
that can be executed and completed in a timely manner?
SELECT THE CORRECT ANSWER

Focus on value
Start where you are
Progress iteratively with feedback
Collaborate and promote visibility

EXPLANATION

30
What is a standard change?
SELECT THE CORRECT ANSWER

A change that is well understood, fully documented and pre-authorized

A change that needs to be assessed, authorized, and scheduled by a change authority
A change that doesn’t need a risk assessment because it is required to resolve an incident
A change that is assessed, authorized, and scheduled as part of continual improvement

EXPLANATION

31
What happens if a workaround becomes the permanent way of dealing with a problem that
cannot be resolved cost-effectively?
SELECT THE CORRECT ANSWER

A change request is submitted to change control.

Problem management restores the service as soon as possible.
The problem remains in the known error status.
The problem record is deleted.

EXPLANATION

32
What is the definition of change?
SELECT THE CORRECT ANSWER

To add, modify, or remove anything that could have a direct or indirect effect on services
To ensure that accurate and reliable information about the configuration of services is
available
To make new and changed services and features available for use
To move new or changed hardware, software, or any other component to live environment

EXPLANATION

33
What is the definition of an event?
SELECT THE CORRECT ANSWER

Any change of state that has significance for the management of a service or other
configuration item
Any component that needs to be managed in order to deliver an IT service
Any component that needs to be managed in order to deliver an IT service
Any financially valuable component that can contribute to the delivery of an IT product or
service

EXPLANATION

34
Which of the following describes outcomes?
SELECT THE CORRECT ANSWER
Tangible or intangible deliverables
Functionality offered by a product or service
Results desired by a stakeholder
Configuration of an organization’s resources

EXPLANATION

35
Which is NOT a key focus of the information and technology dimension?
SELECT THE CORRECT ANSWER

Security and compliance

Communication systems and knowledge bases
Workflow management and inventory systems
Roles and responsibilities

EXPLANATION

36
Which of the following 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
SELECT THE CORRECT ANSWER

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

EXPLANATION

37
Which of the following is a key consideration for the guiding principle keep it simple and
practical?
SELECT THE CORRECT ANSWER

Trying to create a solution for every exception

Understanding how each element contributes to value creation
Ignoring the conflicting objectives of different stakeholders
Starting with a complex solution and then simplifying it

EXPLANATION

38
What should be done first when applying the focus on value guiding principle?
SELECT THE CORRECT ANSWER

Identify the outcomes that the service facilitates.

Identify all suppliers and partners involved in the service.
Determine who the service consumer is in each situation.
Determine the cost of providing the service.

EXPLANATION

39
A service provider describes a package that includes a laptop with software, licences, and
support. This package is an example of ________.
SELECT THE CORRECT ANSWER

Value
An outcome
Warranty
A service offering

EXPLANATION

40
What is the definition of warranty?
SELECT THE CORRECT ANSWER

A tangible or intangible deliverable that is produced by carrying out an activity

The assurance that a product or service will meet agreed requirements
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
The functionality offered by a product or service to meet a particular need

EXPLANATION

Test 4

1
What is the effect of increased automation on the service desk practice?
SELECT THE CORRECT ANSWER

Greater ability to focus on customer experience when personal contact is needed

Decrease in self-service incident logging and resolution
Increased ability to focus on fixing technology instead of supporting people
Elimination of the need to escalate incidents to support teams
EXPLANATION

2
Which term describes the functionality offered by a service?
SELECT THE CORRECT ANSWER

Cost
Utility
Warranty
Risk

EXPLANATION

3
Which is the purpose of the monitoring and event management practice?
SELECT THE CORRECT ANSWER

To ensure that accurate and reliable information about the configuration of services is
available when and where it is needed.
To systematically observe services and service components, and record and report selected
changes of state.
To protect the information needed by the organization to conduct its business.
To minimize the negative impact of incidents by restoring normal service operation as
quickly as possible.

EXPLANATION

4
What should all continual improvement decisions be based on?
SELECT THE CORRECT ANSWER

Details of how services are measured

Accurate and carefully analysed data
An up-to-date balanced scorecard
A recent maturity assessment

EXPLANATION

5
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 workflow for service requests. 4. It supports
progress discussions.
SELECT THE CORRECT ANSWER

By determining service demand

By using a combination of practices
By using a single functional team
By implementing process automation
1 and 2
2 and 3
3 and 4
1 and 4

EXPLANATION

6
What is the starting point for optimization?
SELECT THE CORRECT ANSWER

Securing stakeholder engagement

Understanding the vision and objectives of the organization
Determining where the most positive impact would be
Standardizing practices and services

EXPLANATION

7
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.
SELECT THE CORRECT ANSWER

focus on value guiding principle

four dimensions of service management
service value system
service request management practice

EXPLANATION

8
Which practice provides support for managing feedback, compliments and complaints from
users?
SELECT THE CORRECT ANSWER

Change control
Service request management
Problem management
Incident management
EXPLANATION

9
Which joint activity performed by a service provider and service consumer ensures
continual value co-creation?
SELECT THE CORRECT ANSWER

Service provision
Service consumption
Service offering
Service relationship management

EXPLANATION

10
Which practice may involve the initiation of disaster recovery?
SELECT THE CORRECT ANSWER

Incident management
Service request management
Service level management
IT asset management

EXPLANATION

11
What type of change is most likely to be managed by the service request management
practice?
SELECT THE CORRECT ANSWER

A normal change
An emergency change
A standard change
An application change

EXPLANATION

11
What type of change is most likely to be managed by the service request management
practice?
SELECT THE CORRECT ANSWER

A normal change
An emergency change
A standard change
An application change

EXPLANATION

12
Which guiding principle emphasizes the need to understand the flow of work in progress,
identify bottlenecks, and uncover waste?
SELECT THE CORRECT ANSWER

Focus on value
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical

EXPLANATION

13
What is a means of enabling value co-creation by facilitating outcomes that customers want
to achieve?
SELECT THE CORRECT ANSWER

A service
An output
A practice
Continual improvement

EXPLANATION

14
Which statement about change authorization is correct?
SELECT THE CORRECT ANSWER

A change authority should be assigned to each type of change and change model.
Centralizing change authorization to a single person is the most effective means of
authorization.
The authorization of normal changes should be expedited to ensure they can be implemented
quickly.
Standard changes are high risk and should be authorized by the highest level of change
authorities.

EXPLANATION
15
Which dimension of service management considers governance, management, and
communication?
SELECT THE CORRECT ANSWER

Organizations and people

Information and technology
Partners and suppliers
Value streams and processes

EXPLANATION

16
Identify the missing word in the following sentence. A known error is a problem that has
been _____ and has not been resolved.
SELECT THE CORRECT ANSWER

logged
analyzed
escalated
closed

EXPLANATION

17
Which statement about known errors and problems is correct?
SELECT THE CORRECT ANSWER

Known error is the status assigned to a problem after it has been analyzed.
A known error is the cause of one or more problems.
Known errors cause vulnerabilities and problems cause incidents.
Known errors are managed by technical staff while problems are managed by service
management staff.

EXPLANATION

18
What does the service request management practice depend on for maximum efficiency?
SELECT THE CORRECT ANSWER

Compliments and complaints

Self-service tools
Processes and procedures
Incident management
EXPLANATION

19
Which statement about the service desk practice is correct?
SELECT THE CORRECT ANSWER

It provides a link with stakeholders at strategic and tactical levels.

It carries out change assessment and authorization.
It investigates the cause of incidents.
It needs a practical understanding of the business processes.

EXPLANATION

20
Which practice ensures that accurate and reliable information is available about
configuration items and the relationships between them?
SELECT THE CORRECT ANSWER

Service configuration management

Service desk
IT asset management
Monitoring and event management

EXPLANATION

21
Which practice has a purpose that includes restoring normal service operation as quickly as
possible?
SELECT THE CORRECT ANSWER

Supplier management
Deployment management
Problem management
Incident management

EXPLANATION

22
Identify the missing word in the following sentence. A customer is a person who defines
the requirements for a service and takes responsibility for the _____ of service
consumption.
SELECT THE CORRECT ANSWER
outputs
outcomes
costs
risks

EXPLANATION

23
Which guiding principle describes the importance of doing something, instead of spending
a long time analyzing different options?
SELECT THE CORRECT ANSWER

Optimize and automate

Start where you are
Focus on value
Progress iteratively with feedback

EXPLANATION

24
What should be done for every problem?
SELECT THE CORRECT ANSWER

It should be diagnosed to identify possible solutions.

It should be prioritized based on its potential impact and probability.
It should be resolved so that it can be closed.
It should have a workaround to reduce the impact.

EXPLANATION

25
How should an organization include third-party suppliers in the continual improvement of
services?
SELECT THE CORRECT ANSWER

Ensure suppliers include details of their approach to service improvement in contracts

Require evidence that the supplier uses agile development methods
Require evidence that the supplier implements all improvements using project management
practices
Ensure that all supplier problem management activities result in improvements

EXPLANATION

26
What considerations influence the supplier strategy of an organization?
SELECT THE CORRECT ANSWER

Contracts and agreements

Type of cooperation with suppliers
Corporate culture of the organization
Level of formality

EXPLANATION

27
What is a problem?
SELECT THE CORRECT ANSWER

An addition or modification that could have an effect on services.

Any change of state that has significance for the management of a configuration item.
A cause, or potential cause, of one or more incidents.
An unplanned reduction in the quality of a service.

EXPLANATION

28
What is the purpose of the relationship management practice?
SELECT THE CORRECT ANSWER

To align the organization's practices and services with changing business needs
To establish and nurture the links between the organization and its stakeholders at strategic
and tactical levels
To reduce the likelihood and impact of incidents by identifying actual and potential causes of
incidents, and managing workarounds and known errors
To minimize the negative impact of incidents by restoring normal service operation as
quickly as possible

EXPLANATION

29
Which is intended to help an organization adopt and adapt ITIL guidance?
SELECT THE CORRECT ANSWER

The four dimensions of service management

The guiding principles
The service value chain
The practices
EXPLANATION

30
What is an output?
SELECT THE CORRECT ANSWER

A change of state that has significance for the management of a configuration item.
A possible event that could cause harm or loss.
A result for a stakeholder.
A deliverable created by carrying out an activity.

EXPLANATION

31
What is the reason for using a balanced bundle of service metrics?
SELECT THE CORRECT ANSWER

It reduces the number of metrics that need to be collected.

It reports each service element separately.
It provides an outcome-based view of services.
It facilitates the automatic collection of metrics.

EXPLANATION

32
Why should incidents be prioritized?
SELECT THE CORRECT ANSWER

To help automated matching of incidents to problems or known errors

To identify which support team the incident should be escalated to
To ensure that incidents with the highest business impact are resolved first
To encourage a high level of collaboration within and between teams

EXPLANATION

33
Which practice has a purpose that includes helping the organization to maximize value,
control costs and manage risks?
SELECT THE CORRECT ANSWER

Relationship management
IT asset management
Release management
Service desk
EXPLANATION

34
Why should service desk staff detect recurring issues?
SELECT THE CORRECT ANSWER

To help identify problems

To escalate incidents to the correct support team
To ensure effective handling of service requests
To engage the correct change authority

EXPLANATION

35
Which value chain activity communicates the current status of all four dimensions of
service management?
SELECT THE CORRECT ANSWER

Improve
Engage
Obtain or build
Plan

EXPLANATION

36
Which guiding principle is primarily concerned with consumer's revenue and growth?
SELECT THE CORRECT ANSWER

Keep it simple and practical

Optimize and automate
Progress iteratively with feedback
Focus on value

EXPLANATION

37
Which practice provides visibility of the organization's services by capturing and reporting
on service performance?
SELECT THE CORRECT ANSWER

Service desk
Service level management
Service request management
Service configuration management
EXPLANATION

38
Which is the best example of an emergency change?
SELECT THE CORRECT ANSWER

The implementation of a planned new release of a software application

A low-risk computer upgrade implemented as a service request
The implementation of a security patch in a critical software application
A scheduled major hardware and software implementation

EXPLANATION

39
Which guiding principle recommends assessing the current state and deciding what can be
reused?
SELECT THE CORRECT ANSWER

Focus on value
Start where you are
Collaborate and promote visibility
Progress iteratively with feedback

EXPLANATION