ITILv4

Which guiding principle focuses on reducing costs and human errors? A. Focus and value B. Collaborate and promote visibility C. Optimize and automate D. Think and work holistically

Optimize and automate

Which guiding principle recommends standardizing and streamlining manual tasks? A. Optimize and automate B. Collaborate and promote visibility C. Focus on value D. Think and work holistically

Optimize and automate

Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements? A. Service-based SLA view B. Wholesale customer view C. Retail customer view D. Supporting services view

Supporting services view

Which describes a set of defined steps for implementing improvements? A. The 'improve' value chain activity B. The 'continual improvement register' C. The 'continual improvement model' D. The 'engage' value chain activity

The 'continual improvement model'

Which is NOT a component of the service value system? A. The guiding principles B. Governance C. Practices D. The four dimensions of service management

The four dimensions of service management

What should a release policy include? A. The process owner and process manager for each type of release B. The roles and responsibilities for incident and problem resolution C. The naming convention and expected frequency of each type of release D. The naming convention for all configuration items (CI) recorded in the configuration management system(CMS)

The naming convention and expected frequency of each type of release

Which are phases of the release and deployment process? - Release build and test - Review and close - Categorize and record - Change authorization and schedule

- Release build and test - Review and close

Which TWO are important aspects of the 'service request management' practice? - Standardization and automation - Providing a variety of channels for access - Establishing a shared view of targets - Policies for approvals

- Standardization and automation - Policies for approvals

What is the definition of a known error? A. An unplanned interruption to a service, or reduction in the quality of a service B. A cause, or potential cause, of one or more incidents C. A problem that has been analyzed and has not been resolved D. Any change of state that has significance for the management of a service or other configuration item (CI)

A problem that has been analyzed and has not been resolved

The management of information security incidents usually requires [?]. A. Immediate escalation B. Specialist teams C. A separate process D. Third party support

A separate process

What is an incident? A. The planned removal of an item that might affect a service B. A result enabled by one or more outputs C. A possible future event that could cause harm D. A service interruption resolved by the use of self-help tools

A service interruption resolved by the use of self-help tools

What is a service? A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives B. 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 C. A tangible or intangible deliverable of an activity D. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings

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

In which TWO situations should the ITIL guiding principles be considered? * 1. In every initiative * 2. In relationships with all stakeholders * 3. Only in specific initiatives where the principle is relevant * 4. Only in specific stakeholder relationships where the principle is relevant

1 and 2

Which TWO statements about the 'service request management' practice are CORRECT? * 1. Service requests are part of normal service delivery * 2. Complaints can be handled as service requests * 3. Service requests result from a failure in service * 4. Normal changes should be handled as service requests

1 and 2

Which TWO statements about an organization's culture are CORRECT? (Choose two.) * 1. It is created from shared values based on how it carries out its work * 2. It is determined by the type of technology used to support services * 3. It should be based on the culture of prospective suppliers * 4. It should be based on the objectives of the organization

1 and 4

What is defined as any component that needs to be managed in order to deliver an IT service? A. A service request B. An IT asset C. A configuration item (CI) D. An incident

A configuration item (CI)

What defines the requirements for a service and takes responsibility for the outcomes of service consumption? A. A customer B. A user C. A configuration item (CI) D. An IT asset

A customer

What is a definition of a service improvement plan (SIP)? A. A formal plan to implement improvements to a customer's business processes B. An input from availability management to service level management, detailing the service design plan C. A formal plan to implement improvements to a service or process D. An input from financial management for IT services to service level management, detailing the budget plan

A formal plan to implement improvements to a service or process

Which is a low risk change that has been pre-approved so that no additional authorization is needed? A. A standard change B. A change model C. An emergency change D. A normal change

A standard change

Which process works with incident management to ensure that security breaches are detected and logged? A. Change management B. Service level management C. Access management D. Continual service improvement

Access management

When is the earliest that a workaround can be documented in 'problem management'? A. After the problem has been logged B. After the problem has been prioritized C. After the problem has been analyzed D. After the problem has been resolved

After the problem has been analyzed

What is recommended by the guiding principle 'progress iteratively with feedback'? A. A current state assessment that is carried out at the start of an improvement initiative B. The identification of all interested parts at the start of an improvement initiative C. An improvement initiative that is broken into a number of manageable sections D. An assessment of how all the parts of an organization will affect an improvement initiative

An improvement initiative that is broken into a number of manageable sections

What is an IT asset? A. The removal of anything that could have a direct or indirect effect on services B. Any component that needs to be managed in order to deliver a service C. A request from a user that initiates a service action D. Any financially valuable component that can contribute to delivery of an IT product or service

Any financially valuable component that can contribute to delivery of an IT product or service

A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed? A. As an event B. As a problem C. As a service request D. As a change request

As a problem

When should a change request be submitted to resolve a problem? A. As soon as a solution for the problem has been identified B. As soon as a workaround for the problem has been identified C. As soon as the analysis of the frequency and impact of incidents justifies the change D. As soon as the analysis of cost, risks and benefits justifies the change

As soon as the analysis of cost, risks and benefits justifies the change

Which is a use of the change schedule? A. Assigning resources to changes B. Deciding the approval authority for changes C. Automating the change process D. Creating change models

Assigning resources to changes

Which of the following can be used to access service desks? A. Phone calls B. All of the above C. Text and social media messaging D. Email

B. All of the above

Which term is used to describe the prediction and control of income and expenditure within an organization? A. Charging B. Governance C. Budgeting D. Accounting

Budgeting

Which problem management activity ensures that a problem can be easily tracked and management information can be obtained? A. Categorization B. Detection C. Prioritization D. Escalation

Categorization

Which practice has a purpose that includes ensuring that risks have been properly assessed? A. Service configuration management B. Problem management C. Service level management D. Change control

Change control

Which describes normal changes? A. Changes that need to be scheduled and assessed following a process B. Changes that are low-risk and pre-authorized C. Changes that are typically initiated as service requests D. Changes that must be implemented as soon as possible

Changes that need to be scheduled and assessed following a process

Which practice is the responsibility of everyone in the organization? A. Change control B. Problem management C. Service level management D. Continual improvement

Continual improvement

Which is included in the purpose of the 'design and transition' value chain activity? A. Ensuring that service components are available when needed B. Providing transparency and good stakeholder relationships C. Supporting services according to specifications D. Continually meeting stakeholder expectations for costs

Continually meeting stakeholder expectations for costs

What considerations influence the supplier strategy of an organization? A. Contracts and agreements B. Type of cooperation with suppliers C. Corporate culture of the organization D. Level of formality

Corporate culture of the organization

What should be done first when applying the 'focus on value' guiding principle? A. Identify all suppliers and partners involved in the service B. Determine the cost of providing the service C. Identify the outcomes that the service facilitates D. Determine who the service consumer is in each situation

Determine who the service consumer is in each situation

Which statement about the 'change enablement' practice is CORRECT? A. Service requests are usually normal changes that can be implemented quickly without authorization B. Emergency changes are changes that must be fully tested and fully documented prior to implementation C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

How should an organization include third-party suppliers in the continual improvement of services? A. Ensure suppliers include details of their approach to service improvement in contracts B. Require evidence that the supplier uses agile development methods C. Require evidence that the supplier implements all improvements using project management practices D. Ensure that all supplier problem management activities result in improvements

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

What is defined as a change of state that has significate for the management of an IT service? A. Event B. Incident C. Problem D. Known error

Event

Which guiding principle is PRIMARILY concerned with consumer's revenue and growth? A. Keep it simple and practical B. Optimize and automate C. Progress iteratively with feedback D. Focus on value

Focus on value

What is a recommendation of the 'focus on value' guiding principle? A. Make 'focus on value' a responsibility of the management B. Focus on the value of new and significant projects first C. Focus on value for the service provider first D. Focus on value at every step of the improvement

Focus on value at every step of the improvement

What is NOT within the scope of service catalogue management? A. Contribution to the definition of services B. Interfaces between all services and supporting services C. Interfaces between the service catalogue and service portfolio D. Fulfilment of business service requests

Fulfilment of business service requests

What is the primary focus of business capacity management? A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology B. Review of all capacity supplier agreements and underpinning contracts with supplier management C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

Future business requirements for IT services are quantified, designed, planned and implemented in atimely fashion

What is described by the service value system? A. How to apply the systems approach of the guiding principle think and work holistically B. Services based on one or more products, designed to address needs of a target consumer group C. How all the components and activities of the organization work together as a system to enable value creation D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

How all the components and activities of the organization work together as a system to enable value creation

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

Ideation, Design, Develop, Deploy, Test, Operate, Retire

Which statement about the known error database (KEDB) is CORRECT? A. It is maintained by the service desk and updated with the details of each new incident B. It is a part of the configuration management database (CMDB) and contains workarounds C. It is maintained by problem management and is used by the service desk to help resolve incidents D. It is maintained by incident management and contains solutions to be implemented by problem management

It is maintained by problem management and is used by the service desk to help resolve incidents

Which practice has a purpose that includes restoring normal service operation as quickly as possible? A. Problem management B. Incident management C. Deployment management D. Supplier management

Incident management

Which practice recommends using tools for collaboration and the automated matching of symptoms? A. Problem management B. Service level management C. Incident management D. Service request management

Incident management

Which dimension considers data security and privacy? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes

Information and technology

What actions does a service desk take for all issues, queries and requests that are reported to them? A. Schedule, assess, authorize B. Diagnose, investigate, resolve C. Initiate, approve, fulfill D. Acknowledge, classify, own

Initiate, approve, fulfill

Which is an important principle of communication in service operation? A. Information should always be communicated B. It has an intended purpose or a resultant action C. Meetings are always the best method of communication D. It is stored in the configuration management system

It has an intended purpose or a resultant action

How does categorization of incidents assist the 'incident management' practice? A. It determines the priority assigned to the incident B. It determines how the service provider is perceived C. It helps direct the incident to the correct support area D. It ensures that incidents are resolved in timescales agreed with the customer

It helps direct the incident to the correct support area

Which statement about IT service management is CORRECT? A. It is performed by customers using a mix of IT systems, services and processes B. It is performed by IT service providers using a mix of suppliers and their products C. It is performed by the service desk using a mix of people, process and technology D. It is performed by IT service providers using a mix of people, process and technology

It is performed by IT service providers using a mix of people, process and technology

Which statement about the 'continual improvement' practice is CORRECT? A. Continual improvement participation should be limited to a small dedicated team. B. It is the role of senior management to authorize improvement initiatives. C. Training should be provided to those involved in continual improvement. D. A single continual improvement register should be maintained by senior management.

It is the role of senior management to authorize improvement initiatives.

Which statement about the 'service desk' practice is CORRECT? A. It provides a link with stakeholders at strategic and tactical levels B. It carries out change assessment and authorization C. It investigates the cause of incidents D. It needs a practical understanding of the business processes

It needs a practical understanding of the business processes

Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT? A. It should always be used to support direct observation B. It should always be used instead of direct observation C. Measured data is always more accurate than direct observation D. The act of measuring always positively impacts results

It should always be used to support direct observation

How should the workflow for a new service request be designed? A. Use a single workflow for all types of service request B. Leverage existing workflows whenever possible C. Use different workflows for each type of service request D. Avoid workflows for simple service requests

Leverage existing workflows whenever possible

Which statement about managing incidents is CORRECT? A. Low impact incidents should be resolved efficiently, making logging unnecessary B. The 'incident management' practice should use a single process regardless of the impact of the incident C. Low impact incidents should be resolved efficiently so the resource required is reduced D. Incidents with the lowest impact should be resolved first

Low impact incidents should be resolved efficiently so the resource required is reduced

Which value chain activity ensures that service components meet agreed specifications? A. Plan B. Design and transition C. Obtain/build D. Deliver and support

Obtain/build

What is used to link activities within the service value chain? A. Service level agreements B. Inputs, outputs and triggers C. Opportunity, demand and value D. Service desk

Opportunity, demand and value

Which statement about the 'four Ps' of service design is CORRECT? A. Processes refers to skill and training B. Partners refers to suppliers and vendors C. People refers to technology and tools D. Products refers to producers and metrics

Partners refers to suppliers and vendors

Which practice involves the management of vulnerabilities that were not identified before the service went live? A. Service request management B. Problem management C. Change control D. Service level management

Problem management

Which practice needs people who understand complex systems and have creative and analytical skills? A. Change enablement B. Service level management C. Service request management D. Problem management

Problem management

Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options? A. Optimize and automate B. Start where you are C. Focus on value D. Progress iteratively with feedback

Progress iteratively with feedback

Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain? A. Start where you are B. Collaborate and promote visibility C. Progress iteratively with feedback D. Think and work holistically

Progress iteratively with feedback

What is the purpose of problem management? A. Reduces the likelihood and impact of incidents B. Ensures services are restored as soon as possible C. Helps direct the incident to the correct support area D. Determines how the service provider is perceived

Reduces the likelihood and impact of incidents

Which describes outcomes? A. Tangible or intangible deliverables B. Results desired by a stakeholder C. Configuration of an organization's resources D. Functionality offered by a product or service

Results desired by a stakeholder

How should an organization adopt continual improvement methods? A. Use a new method for each improvement the organization handles B. Select a few key methods for the types of improvement that the organization handles C. Build the capability to use as many improvement methods as possible D. Select a single method for all improvements that the organization handles

Select a few key methods for the types of improvement that the organization handles

Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them? A. Service configuration management B. Service desk C. IT asset management D. Monitoring and event management

Service configuration management

Which practice coordinates the classification, ownership and communication of service requests and incidents? A. Supplier management B. Service desk C. Problem management D. Relationship management

Service desk

Which practice owns and manages issues, queries and requests from users? A. Service desk B. Problem management C. Incident management D. Change control

Service desk

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization? A. Service desk B. Service request management C. Service level management D. Service configuration management

Service level management

Which practice identifies metrics that reflect a customer experience of a service? A. Continual improvement B. Service level management C. Service desk D. Problem management

Service level management

Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant? A. Service level management B. Service desk C. Continual improvement D. Change enablement

Service level management

Which process is used to compare the value that new services offer with the value of the services they have replaced? A. Availability management B. Capacity management C. Service portfolio management D. Service catalogue management

Service portfolio management

Which practice provides support for managing feedback, compliments and complaints from users? A. Change control B. Service request management C. Problem management D. Incident management

Service request management

What are 'engage', 'plan' and 'improve' examples of? A. Service value chain activities B. Service level management C. Service value chain inputs D. Change control

Service value chain activities

Which guiding principle recommends assessing the current state and deciding what can be reused? A. Focus on value B. Start where you are C. Collaborate and promote visibility D. Progress iteratively with feedback

Start where you are

Which guiding principle recommends collecting data before deciding what can be re-used? A. Focus on value B. Keep it simple and practical C. Start where you are D. Progress interactively with feedback

Start where you are

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively? A. The problem record is deleted B. The problem remains in the known error status C. A change request is submitted to change control D. Problem management restores the service as soon as possible

The problem remains in the known error status

Which ITIL concept describes governance? A. The service value system B. The service value chain C. The seven guiding principles D. The four dimensions of service management

The service value system

What should be used to set user expectations for request fulfilment times? A. The consumer demand for the service B. The time that the customer indicates for service delivery C. The service levels of the supplier D. The time needed to realistically deliver the service

The time needed to realistically deliver the service

What MAIN factors are considered to assess the priority of an incident? A. The urgency and impact B. The impact and complexity C. The cost and urgency D. The complexity and cost

The urgency and impact

Which statement about the steps to fulfill a service request is CORRECT? A. They should be complex and detailed B. They should be well-known and proven C. They should include incident handling D. They should be brief and simple

They should be well-known and proven

Which guiding principle is PRIMARILY concerned with end-to-end service delivery? A. Focus on value B. Think and work holistically C. Optimize and automate D. Collaborate and promote

Think and work holistically

What is the purpose of the 'relationship management' practice? A. To support the agreed quality of a service handling all agreed, userinitiated service requests B. To set clear business-based targets for service performance C. To establish and nurture the links between the organization and its stakeholders D. To align the organization's practices and services with changing business needs

To establish and nurture the links between the organization and its stakeholders

Why should service desk staff detect recurring issues? A. To help identify problems B. To escalate incidents to the correct support team C. To ensure effective handling of service requests D. To engage the correct change authority

To help identify problems

What is a change schedule PRIMARILY used for? A. To help plan, authorize and schedule emergency changes B. To publish a list of service requests that users can select C. To ensure that a single change authority reviews every change D. To help plan changes, assist in communication and avoid conflicts

To help plan changes, assist in communication and avoid conflicts

What is the PRIMARY use of a change schedule? A. To support the 'incident management' practice and improvement planning B. To manage emergency changes C. To plan changes and help avoid conflicts D. To manage standard changes

To plan changes and help avoid conflicts

Which is an objective of the design coordination process? A. To produce service design packages and ensure they are handed over to service transition B. To assess and evaluate all changes and their impact on service designs C. To document the initial structure and relationship between services and customers D. To gather and document new service level requirements from the customer

To produce service design packages and ensure they are handed over to service transition

Which is a purpose of the 'service level management' practice? A. To establish and nurture the links between the organization and its stakeholders B. To ensure that the organization's suppliers and their performance are managed appropriately C. To set clear business-based targets for service levels D. To support the agreed quality of a service handling all agreed, user-initiated service requests

To set clear business-based targets for service levels

Why should some service requests be fulfilled with no additional approvals? A. To ensure that spending is properly accounted for B. To ensure that information security requirements are met C. To streamline the fulfillment workflow D. To set user expectations for fulfillment times

To streamline the fulfillment workflow

Which is the purpose of the 'monitoring and event management' practice? A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed B. To systematically observe services and service components, and record and report selected changes of state C. To protect the information needed by the organization to conduct its business D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

To systematically observe services and service components, and record and report selected changes of state

Which of these activities is carried out as part of 'problem management'? A. Creating incident records B. Diagnosing and resolving incidents C. Escalating incidents to a support team for resolution D. Trend analysis of incident records

Trend analysis of incident records

What is the starting point for optimization? A. Standardizing practices and services B. Determining where the most positive impact would be C. Securing stakeholder engagement D. Understanding the vision and objectives of the organization

Understanding the vision and objectives of the organization

Which is a key requirement for a successful service level agreement (SLA)? A. Using individual metrics that relate to the service catalogue B. Using bundled metrics to relate performance to outcomes C. Using single-system-based metrics that relate to outputs D. Using an agreement between the service provider and service supplier

Using bundled metrics to relate performance to outcomes

What should be done to determine the appropriate metrics for measuring a new service? A. Measuring the performance over the first six months, and basing a solution on the results B. Asking customers to provide numerical targets that meet their needs C. Using operational data to provide detailed service reports D. Asking customers open questions to establish their requirements

Using operational data to provide detailed service reports

Identify the missing word in the following sentence. A user is [?] that uses services. A. an organization B. a role C. a team D. a supplier

a role

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. A. information B. utility C. warranty D. costs

costs

A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption. A. outputs B. outcomes C. costs D. risks

outcomes

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 [?]. A. assets B. values C. elements D. services

services