ITILV4

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

B

When should the effectiveness of a problem workaround be assessed? A. Whenever the workaround is used B. Whenever the problem is resolved C. Whenever the workaround becomes a known error D. Whenever the problem is prioritized

A

Which directly assists with the diagnosis and resolution of simple incidents? A. Scripts for collecting user information B. Use of shift working patterns C. Fulfilment of service requests D. Creation of a temporary team

A

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

A

Which is part of service provision? A. The management of resources configured to deliver the service B. The management of resources needed to consume the service C. The grouping of one or more services based on one or more products D. The joint activities performed to ensure continual value co-creation

A

Which statement about outcomes is CORRECT? A. An outcome can be enabled by more than one output B. Outcomes are how the service performs C. An output can be enabled by one or more outcomes D. An outcome is a tangible or intangible activity

A

Which statement about service desks is CORRECT? A. The service desk should work in close collaboration with support and development teams B. The service desk should rely on self-service portals instead of escalation to support teams C. The service desk should remain isolated from technical support teams D. The service desk should escalate all technical issues to support and development teams

A

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

A

Which value chain activity ensures that products meet stakeholder expectations for quality? A. Design and transition B. Engage C. Obtain/build D. Plan

A

Which will NOT be handled as a service request? A. The degradation of a service B. The replacement of a toner cartridge C. The provision of a laptop D. A complaint about a support team

A

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

D

Which practice forms a link between the service provider and the users of services? A. Change control B. Service level management C. Problem management D. Service desk

D

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs? A. Service level management B. Service configuration management C. Relationship management D. Continual improvement

D

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

D

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests? A. Change Control B. IT asset management C. Service desk D. Service request management

D

Which practice has a purpose to support the quality of the service by handling all agreed user-initiated service requests? A. Change Control B. IT asset management C. Service desk D. Service request management

D

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

D

Which practice updates information relating to symptoms and business impact? A. Service level management B. Change control C. Service request management D. Incident management

D

Which statement about 'continual improvement' is CORRECT? A. All improvement ideas should be logged in a single 'continual improvement register' B. A single team should carry out 'continual improvement' across the organization C. 'Continual improvement' should have minimal interaction with other practices D. Everyone in the organization is responsible for some aspects of 'continual improvement'

D

Which statement about a 'continual improvement register' is CORRECT? A. It should be managed at the senior level of the organization B. It should be used to capture user demand C. There should only be one for the whole organization D. It should be re-prioritized as ideas are documented

D

Which statement about the 'change control' 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

D

Which usually requires a team of representatives from many stakeholder groups? A. Fulfilling a service request B. Authorizing an emergency change C. Logging a new problem D. Investigating a major incident

D

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

D

Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'? A. Only add controls and metrics when they are needed B. Design controls and metrics first, then remove those not adding value C. Design controls and metrics and add them individually until all are implemented D. Only add controls and metrics that are required for compliance

A

How are target resolution times used in the 'incident management' practice? A. They are agreed, documented, and communicated to help set user expectations B. They are established, reviewed, and reported to ensure that customers are happy with the service C. They are initiated, approved, and managed to ensure that predictable responses are achieved D. They are scheduled, assessed and authorized to reduce the risk of service failures

A

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

A

What are the ITIL guiding principles used for? A. To help an organization make good decisions B. To direct and control an organization C. To identify activities that an organization must perform in order to deliver a valuable service D. To ensure that an organization's performance continually meets stakeholders' expectations

A

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them? A. Customer engagement B. Operational metrics C. Business metrics D. Customer feedback

A

What describes how components and activities work together to facilitate value creation? A. The ITIL service value system B. The ITIL guiding principles C. The four dimensions of service management D. A service relationship

A

What impact does automation have on a service desk? A. Less low level work and a greater ability to focus on user experience B. Increased phone contact and a reduced ability to focus on user experience C. Ability to work from multiple locations, geographically dispersed D. Ability to work from a single centralised location

A

What is an IT asset? A. Any financially valuable component that can contribute to delivery of an IT product or service 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. The removal of anything that could have a direct or indirect effect on services

A

What is the purpose of the 'information security management' practice? A. To protect the information needed by the organization to conduct its business B. To observe services and service components C. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed D. To plan and manage the full lifecycle of all IT assets

A

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

A

What is warranty? A. Assurance that a product or service will meet agreed requirements B. The amount of money spent on a specific activity or resource C. The functionality offered by a product or service to meet a particular need D. The perceived benefits, usefulness and importance of something

A

What should be considered as part of the 'partners and suppliers' dimension? A. The level of integration and formality involved in the relationships between organizations B. The activities, workflows, controls and procedures needed to achieve the agreed objectives C. The information created, managed and used in the course of service provision and consumption D. The required skills and competencies of teams and individual members of the organization

A

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. A. suppliers B. CIs C. customers D. assets

B

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. A. Service consumer B. Service provider C. Customer D. Supplier

B

What does 'change control' PRIMARILY focus on? A. Changes to service levels B. Changes to products and services C. Changes to organizational structure D. Changes to skills and competencies

B

What is the definition of a problem? 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. An incident for which a full resolution is not yet available D. Any change of state that has significance for the management of a configuration item (CI)

B

When should a full risk assessment and authorization be carried out for a standard change? A. Each time the standard change is implemented B. When the procedure for the standard change is created C. At least once a year D. When an emergency change is requested

B

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model? A. Executing improvement actions B. Performing baseline assessments C. Defining the improvement plan D. Understanding the business mission

B

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

B

Which guiding principle considers customer and user experience? A. Collaborate and promote visibility B. Focus on value C. Start where you are D. Keep it simple and practical

B

Which guiding principle considers the importance of customer loyalty? A. Progress iteratively with feedback B. Focus on value C. Optimize and automate D. Start where you are

B

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 visibility

B

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

B

Which is a key requirement for a successful service level agreement? A. It should be written in legal language B. It should be simply written and easy to understand C. It should be based on the service provider's view of the service D. It should relate to simple operational metrics

B

Which is a service request? A. Requesting a workaround for an issue B. Requesting information about how to create a document C. Requesting an enhancement to an application D. Requesting investigation of a degraded service

B

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

B

Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services? A. Release management B. Supplier management C. Service management D. Relationship management

B

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

B

Which practice makes new services available for use? A. Change control B. Release management C. Deployment management D. IT asset management

B

Which skill is an essential part of the 'service level management' practice? A. Technical knowledge B. Listening C. Diagnosis D. Problem analysis

B

Which statement about emergency changes is CORRECT? A. The testing of emergency changes can be eliminated in order to implement the change quickly B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly C. Emergency changes should be authorized and implemented as service requests D. Emergency changes must be fully documented before authorization and implementation

B

Which statement about outcomes is CORRECT? A. Outcomes are one or more services that fulfil the needs of a service consumer B. Service providers help service consumers achieve outcomes C. Outcomes help service consumers achieve outputs D. Helping service consumers achieve outcomes reduces service provider costs

B

Which statement about the 'change control' practice is CORRECT? A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process B. Normal changes are triggered by the creation of a change request which can be created manually or automated C. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

B

Which statement about the service value chain is CORRECT? A. The service value chain converts value into demand B. Each value chain activity uses different combinations of practices to convert inputs into outputs C. Each value chain activity identifies a requirement for resources from an external supplier D. The service value chain uses value streams to describe a combination of consumers and providers

B

Which statement about the steps to fulfil 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

B

Which term relates to service levels aligned with the needs of service consumers? A. Service management B. Warranty C. Cost D. Utility

B

How does a service consumer contribute to the reduction of risk? A. By paying for the service B. By managing server hardware C. By communicating constraints D. By managing staff availability

C

Identify the missing words in the following sentence. The management of information security incidents usually requires [?]. A. Immediate escalation B. Specialist teams C. A separate process D. Third party support

C

What helps diagnose and resolve a simple incident? A. Rapid escalation B. Formation of a temporary team C. The use of scripts D. Problem prioritization

C

What includes governance as a component? A. Practices B. The service value chain C. The service value system D. The guiding principles

C

What is a change schedule used for? A. To help plan emergency changes B. To help authorize standard changes C. To help assign a change authority D. To help manage normal changes

C

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks? A. Service management B. Continual improvement C. A service D. An IT asset

C

What is a set of specialized organizational capabilities for enabling value for customers in the form of services? A. Service offering B. Service provision C. Service management D. Service consumption

C

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 a 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

C

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 analysed and has not been resolved D. Any change of state that has significance for the management of a service or other configuration item (CI)

C

What is the purpose of the 'deployment management' practice? A. To ensure services achieve agreed and expected performance B. To make new or changed services available for use C. To move new or changed components to live environments D. To set clear business-based targets for service performance

C

What takes responsibility for the outcomes of service consumption? A. Organization B. Sponsor C. Customer D. Service provider

C

When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT? A. An organization should always use a single technique to ensure metrics are consistent B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis C. An organization should always develop competencies in methodologies and techniques that will meet their needs D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies

C

Which ITIL guiding principle recommends using existing services, processes and tools when improving services? A. Progress iteratively with feedback B. Keep it simple and practical C. Start where you are D. Focus on value

C

Which ITIL practice has a purpose that includes reducing the likelihood of incidents? A. Change control B. Continual improvement C. Problem management D. Service desk

C

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

C

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

C

Which dimension considers how knowledge assets should be protected? A. Organizations and people B. Partners and suppliers C. Information and technology D. Value streams and processes

C

Which guiding principle recommends eliminating activities that do not contribute to the creation of value? A. Start where you are B. Collaborate and promote visibility C. Keep it simple and practical D. Optimize and automate

C

Which is an external input to the service value chain? A. The 'improve' value chain activity B. An overall plan C. Customer requirements D. Feedback loops

C

Which is included in the purpose of the 'service level management' practice? A. To maximize the number of successful service and product changes B. To ensure accurate information about the configuration of services is available C. To set clear business-based targets for service levels D. To ensure that suppliers and their performance are managed appropriately

C

Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized? A. Deployment management B. Release management C. Change control D. Service configuration management

C

Which practice involves the management of vulnerabilities that have been analysed but not resolved? A. Change control B. Service request management C. Problem management D. Service level management

C

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

C

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments? A. Incident management B. Problem management C. Continual improvement D. Service request management

C

Which role approves the cost of services? A. User B. Change authority C. Sponsor D. Customer

C

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

C

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

C

How should the seven guiding principles be combined when an organization is making a decision? A. By using all the guiding principles equally when making any decision B. By using the one or two guiding principles that are most relevant to the specific decision C. By using the 'focus on value' principle and one or two others that are relevant to the specific decision D. Review each guiding principle to decide how relevant it is to the specific decision

D

Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services. A. Costs B. Users C. Value D. Performances

D

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, fulfil D. Acknowledge, classify, own

D

What are guiding principles? A. A set of interconnected activities that help an organization deliver a valuable service B. A description of one or more services that help address the needs of a target consumer group C. A set of specialized organizational capabilities for enabling value for customers D. Recommendations that help an organization when adopting a service management approach

D

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

D

What is defined as a cause, or potential cause, of one or more incidents? A. Change B. Event C. Known error D. Problem

D

Which describes the utility of a service? A. A service that is fit for use B. A service that meets its service level targets C. A service that increases constraints on the consumer D. A service that supports the performance of the consumer

D

Which gives a user access to a system? A. Service requirement B. Service agreement C. Service consumption D. Service provision

D

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

D

Which is a recommendation of the guiding principle 'think and work holistically'? A. Conduct a review of existing service management practices and decide what to keep and what to discard B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner C. Review service management practices and remove any unnecessary complexity D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

D

Which is considered by the 'partners and suppliers' dimension? A. Using artificial intelligence B. Defining controls and procedures C. Using formal roles and responsibilities D. Working with an integrator to manage relationships

D

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

D

Which is the BEST description of the value of a service to a customer? A. The amount of money the customer pays for using the service B. The financial return the customer gets from using the service C. The outcomes the customer receives by using the service D. The customer's perception of the benefits of using the service

D

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations? A. Each iteration should be designed before starting the initiative and implemented without feedback B. Feedback should only be taken into account when one iteration fails to meet its objective C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change D. Each iteration should be continually re-evaluated based on feedback

D