ITIL

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

B. Service request management

Select the term which best describes a person or a group of people which has its own functions with responsibilities, authorities, and relationships to achieve its objectives. A. Customer B. Service Provider C. Organization D. Consumer

C. Organization

What are the three phases of 'problem management'? A. Problem logging, problem classification, problem resolution B. Incident management, problem management, change enablement C. Problem identification, problem control, error control D. Problem analysis, error identification, incident resolution

C. Problem identification, problem control, error control

Agile is an umbrella term for frameworks such as? A. Scrum B. Lean C. Kanban D. All of the above

D. All of the above

What is used to help plan changes, assist in communication, avoid conflicts, and assign resources? A. Change calendar B. Change authority C. Change log D. Change schedule

D. Change schedule

Which guiding principle helps to ensure that better information is available for decision making? A. Keep it simple and practical B. Think and work holistically C. Optimize and automate D. Collaborate and promote visibility

D. Collaborate and promote visibility

Which of the following is not an example of an operational metrics? A. Availability B. Incident response times C. Change and request processing times D. Service deployment times

D. Service deployment times

Which practice provides a single point of contact for users? a. Service desk b. Change enablement c. Service request management d. Incident management

a. Service desk

Which of the these includes managing resources that are configured to deliver a service? a. Service provision b. Service relationship management c. Service consumption d. Service level management

a. Service provision

You are working as a service desk analyst. You just received a change request to create a new user account. What type of change would this be considered? a. Standard b. Normal c. Routine d. Emergency

a. Standard

Which guiding principle states that there is likely something in the current services, processes, programs, projects, or organization that can be used to create the desired outcome for a new or redesigned service? a. Optimize and automate b. Progress iteratively with feedback c. Focus on value d. Start where you are

d. Start where you are

What is defined as the practice of planning and managing the full lifecycle of all IT assets? a. Release management b. Deployment management c. IT asset management d. Change enablement

c. IT asset management

What events do not require action at the time they are identified? A. Informational events B. Warning events C. Exception events D. Error events

A. Informational events

How does information about problems and known errors contribute to 'incident management'? A. It enables quick and efficient diagnosis of incidents B. It removes the need for regular customer updates C. It removes the need for collaboration during incident resolution D. It enables the reassessment of known errors

A. It enables quick and efficient diagnosis of incidents

Which of the following statement about authentication is correct? A. It's about ensuring someone is who they claim to be B. It's about ensuring someone is not who they claim to be C. It's about ensuring the actions took by an individual can be verified D. It's about having users enter their username when logging in to a computer

A. It's about ensuring someone is who they claim to be

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks? a. Service desk b. Release management c. IT asset management d. Relationship management

c. IT asset management

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

c. It needs a practical understanding of the business processes

What does a centralized service desk require? a. Outsourced employees b. Walk-in service hours c. Knowledge base d. 24x7 support

c. Knowledge base

How often should the guiding principles be changed within your organization? a. Monthly b. Yearly c. Never d. Quarterly

c. Never

Which dimension of service management encompasses contracts and relationships? a. Organizations and people b. Information and technology c. Partners and suppliers d. Value streams and processes

c. Partners and suppliers

Your printer is currently out of toner and will not print. You ask your co-workers for help but he says the toner has already been ordered but it wont arrive for a few days. What would you classify this as? a. Problem b. Incident c. Event d. Know error

d. Know error

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

A. To help identify problems

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. Whenever the workaround is used

Which stakeholders co-create value in a service relationship? A. Investor and supplier B. Consumer and provider C. Provider and supplier D. Investor and consume

B. Consumer and provider

What should be everyone responsibility in an organization? A. Fixing incidents B. Continual improvement C. Creating policies D. Implementing changes

B. Continual improvement

Which of the following is NOT an activity within the service value chain? A. Obtain/Build B. Continual improvement C. Plan D. Engage

B. Continual improvement

What is it called when Components are integrated, tested, and deployed when they are needed, providing frequent opportunities for customer feedback loops? A. Phased deployment B. Continuous delivery C. Big bang deployment D. Pull deployment

B. Continuous delivery

A router was recently upgraded with new memory. What practice will ensure this router is implemented into operations? A. Service desk B. Deployment management C. Service level management D. It asset management

B. Deployment management

An IT asset is any __________ valuable component that can contribute to the delivery of an IT product or service. A. Commercially B. Financially C. User D. Service

B. Financially

Which is NOT a component of the service value system? A. Governance B. Four Dimensions C. Service value chain D. Continual Improvement

B. Four Dimensions

Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks? A. Relationship management B. IT asset management C. Release management D. Service desk

B. IT asset management

What practice will ensure the availability of information? A. Relationship management B. Information security management C. Incident management D. Service desk management

B. Information security management

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

C. Start where you are

In what practice will you negotiate and agree on contracts and arrangements? A. Vendor management B. Staff Management C. Supplier management D. Change management

C. Supplier management

Information security is critically dependent upon the? A. Technology available to secured IT assets B. Skill level of the IT service manager C. The behavior of people throughout the organization D. Type of security software used in the organization

C. The behavior of people throughout the organization

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. The continual improvement model

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. The use of scripts

Which guiding principle recommends coordinating all dimensions of service management?

C. Think and work holistically

Why should incidents be prioritized? A. To help automated matching of incidents to problems or known errors B. To identify which support team the incident should be escalated to C. To ensure that incidents with the highest business impact are resolved first D. To encourage a high level of collaboration within and between teams

C. To ensure that incidents with the highest business impact are resolved first

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. To move new or changed components to live environments

Which of these should be logged and managed as a problem? A. A user requests delivery of a laptop B. A monitoring tool detects a change of state for a service C. Trend analysis shows a large number of similar incidents D. 'Continual improvement' needs to prioritize an improvement opportunity

C. Trend analysis shows a large number of similar incidents

What is the expected outcome from using a service value chain? A. Service value streams B. Customer engagement C. Value realization D. The application of practices

C. Value realization

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. A. 'focus on value' guiding principle B. four dimensions of service management C. service value system D. 'service request management' practice

C. service value system

Events are often classified as: 1. Informational 2. Warning 3. Exceptions A. 1 and 2 only B. 1 and 3 only C. 2 and 3 only D. All of the above

D. All of the above

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

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

What is a justification for expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues? A. Business spending B. Business assessment C. Business impact assessment D. Business case

D. Business case

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. Change control

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. Continually meeting stakeholder expectations for costs

Which deployment approach allows for frequent customer feedback? A. Phased deployment B. Big Bang deployment C. Pull deployment D. Continuous delivery

D. Continuous delivery

Select the set of specialized organizational capabilities for enabling value to customers in the form of services. A. Service levels B. Service options C. Service companies D. Service management

D. Service management

Which joint activity performed by a service provider and service consumer ensures continual value co-creation? A. Service provision B. Service consumption C. Service offering D. Service relationship management

D. Service relationship management

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. Service request management

Select the item which refers to an outcome description. A. Tangible or intangible deliverables B. Configuration of an organization's resources C. Results for a stakeholder D. Functionality offered by a product or service

C. Results for a stakeholder

What is the definition of a user? a. A person who works for an organization other than the service provider b. A person who defines the requirements for a service and takes responsibility for the outcomes of the service consumption c. A person who uses the services d. A person who authorizes budget for the service consumption

?????????? d. A person who authorizes budget for the service consumption ??????????

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 A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4

A. 1 and 2

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

A. A change authority should be assigned to each type of change and change model

Select the statement which describes the nature of the guiding principles. A. A guiding principle can guide an organization in all circumstances B. Guiding principles describe the processes that all organizations must adopt C. Each guiding principle mandates specific actions and decisions D. An organization will select one of the principles to adopt

A. A guiding principle can guide an organization in all circumstances

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve? A. A service B. An output C. A practice D. Continual improvement

A. A service

When managing information security, an organization must strive to achieve a balance between protecting the organization and _________________. A. Allowing it to innovate B. Conserving resources C. Expending resources D. Training users

A. Allowing it to innovate

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. An outcome can be enabled by more than one output

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 mat initiates a service action D. The removal of anything that could have a direct or indirect effect on services

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

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. Assurance that a product or service will meet agreed requirements

What should be done to ensure successful monitoring and event management? A. Automation B. Problem identification C. Systems updates D. Baselines

A. Automation

Which of the following is not an external factor in the four dimensions model? A. Changes B. Political C. Economic D. Legal

A. Changes

What is an arrangement of configuration items (CIs) or other resources that work together to deliver a product or service? A. Configuration B. Formation C. CMS D. CMDB

A. Configuration

Cloud-based assets must be assigned to specific products or groups so that _______ can be managed. A. Cost B. Integrity C. The cloud provider D. Usage

A. Cost

The change authority should be assigned to? A. Each type of change B. Standard cha C. Normal changes only D. Deny changes

A. Each type of change

What is a measure of whether the objectives of a practice, service or activity have been achieved? A. Effectiveness B. Efficiency C. Cost Saving D. Objectives definition

A. Effectiveness

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 E. Ensure that all supplier problem management activities result in improvements

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

What choice is defined in ITIL to support the holistic approach is service management? A. Four dimensions model B. Two dimensions model C. External factors model D. Service model

A. Four dimensions model

What is the effect of increased automation on the 'service desk' practice? A. Greater ability to focus on customer experience when personal contact is needed B. Decrease in self-service incident logging and resolution C. Increased ability to focus on fixing technology instead of supporting people D. Elimination of the need to escalate incidents to support team

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

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

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

What practice requires accurate inventory information, which it keeps in an asset register? A. IT Asset management B. IT Register Management C. IT Software management D. IT Hardware management

A. IT Asset management

What practice helps to optimize the use of valuable resources? A. IT asset management B. Service desks C. Incident management D. Problem management

A. IT asset management

What are the MOST important skills required by service desk staff? A. Incident analysis skills B. Technical skills C. Problem resolution skills D. Supplier management skills

A. Incident analysis skills

Which practice may involve the initiation of disaster recovery? A. Incident management B. Service request management C. Service level management D. IT asset management

A. Incident management

Which statement about known errors and problems is CORRECT? A. Known error is the status assigned to a problem after it has been analyzed B. A known error is the cause of one or more problems C. Known errors cause vulnerabilities, problems cause incidents D. Known errors are managed by technical staff, problems are managed by service management staff

A. Known error is the status assigned to a problem after it has been analyzed

What usually requires a separate process? A. Managing major incidents B. Working on creating value C. Collecting customer's requirements D. None of the above

A. Managing major incidents

What practice is to observe services and service components, and record and report selected changes of their states? A. Monitoring and event management B. Problem Management C. Incident Management D. Service level management

A. Monitoring and event management

Which of the following statement is correct about effective incident management? A. Often requires a high level of collaboration within and between teams B. Often requires no collaboration between teams C. Often requires collaboration only between certain teams D. Only requires collaboration between the service desk and change management

A. Often requires a high level of collaboration within and between teams

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. Optimize and automate

Select the service management dimension which is focused on the roles and responsibilities of the people involved in a process workflow. A. Organizations and people B. Value streams and processes C. Partners and suppliers D. Information and technology

A. Organizations and people

Which dimension of service management considers governance, management, and communication? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes

A. Organizations and people

In the information security management practice, what is done to ensure that security incidents don't occur? A. Prevention B. Detection C. Correction D. Controls

A. Prevention

What practice will establish and nurture the links between the company and its stakeholders? A. Relationship management B. Stakeholder management C. Change management D. Service desk management

A. Relationship management

Incident management can have an enormous impact on customer and user ________? A. Satisfaction B. Value C. View D. Needs

A. Satisfaction

What role is held accountable for the delivery of a specific service? A. Service Owner B. Service manager C. Service User D. Service Director

A. Service Owner

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

A. Service configuration management

Engage, plan, and improve are examples of? A. Service value chain B. Service value C. Dimensions model D. Service management

A. Service value chain

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. Service value chain activities

Which statement about the value chain activities is CORRECT? A. Service value chain activities receive and provide triggers for further actions to be taken B. Activities within a service value chain operate independently from each other C. Practices are considered a value chain activity D. Continual improvement is considered a value chain activity

A. Service value chain activities receive and provide triggers for further actions to be taken

Which of the following statement is correct about service request fulfillment? A. Should be standardized and automated to the greatest degree possible B. Should not be automated and allow users to implement the changes themselves C. Should only be automated if users agree D. Automation should not be an option when requesting a change

A. Should be standardized and automated to the greatest degree possible

A risk assessment does not need to be repeated for which of the following change? A. Standard changes B. Normal Changes C. Emergency changes D. User changes

A. Standard changes

What changes are low-risk, pre-authorized changes that are well understood and fully documented, and can be implemented without needing additional authorization? A. Standard changes B. Normal changes C. Emergency changes D. Non-standard changes

A. Standard changes

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. The management of resources configured to deliver the service

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. The service desk should work in close collaboration with support and development teams

Which of the following statement is correct about the continual improvement register (CIR)? A. There can be more than one CIR in an organization (Correct) B. There must only be a single CIR for the entire organization C. The CIR should only be updated by a single group D. CIR's are not needed in an organization

A. There can be more than one CIR in an organization

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 to deliver a valuable service D. To ensure that an organizations performance continually meets stakeholders' expectations

A. To help an organization make good decisions

Which describes a standard change? A. A change that needs to be scheduled, assessed and authorized following a defined process B. A change that is typically implemented as a service request C. A high-risk change that needs very thorough assessment D. A change that must be implemented as soon as possible

B. A change that is typically implemented as a service request

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

B. A configuration item (CI)

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

B. A customer

What is a list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders? A. Acceptance requirements B. Acceptance criteria C. Minimum requirements D. Acceptance requirements

B. Acceptance criteria

What should all 'continual improvement' decisions be based on? A. Details of how services are measured B. Accurate and carefully analyzed data C. An up-to-date balanced scorecard D. A recent maturity assessment

B. Accurate and carefully analyzed data

What is a way of working that has been proven to be successful by multiple organizations? A. Organizational practices B. Best practices C. Industry practices D. User practices

B. Best practices

What release uses two mirrored production environments? A. First, Second releases B. Blue/green releases C. Function/Non-function releases D. None of the above

B. Blue/green releases

How do all value chain activities transform inputs to outputs? A. By determining service demand B. By using a combination of practices C. By using a single functional team D. By implementing process automation

B. By using a combination of practices

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. CIs

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. Changes that need to be scheduled and assessed following a process

Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste? A. Focus on value B. Collaborate and promote visibility C. Think and work holistically D. Keep it simple and practical

B. Collaborate and promote visibility

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. It should be simply written and easy to understand

Which of the following statement is true about non-repudiation? A. It's about ensuring that someone can deny that they took an action B. It's about ensuring that someone can't deny that they took an action C. It's about what actions an individual took D. It has nothing to do with the actions of an individual

B. It's about ensuring that someone can't deny that they took an action

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

B. Listening

Which practice has a purpose that includes observing a service to report selected changes of state identified as events? A. Information security management B. Monitoring and event management C. Incident management D. Change control

B. Monitoring and event management

____________ is the procurement of a product or service from more than one independent supplier. A. Outsourcing B. Multi-sourcing C. Insourcing D. Single source

B. Multi-sourcing

What are changes that need to be scheduled, assessed, and authorized following a process? A. Standard changes B. Normal changes C. Emergency changes D. Non-standard changes

B. Normal changes

Organizational change management manages the _________ aspects of changes to ensure that improvements and organizational transformations are implemented successfully. A. Cost B. People C. Service D. Implementation

B. People

Which is a purpose of the 'engage' value chain activity? A. Meeting expectations for quality, costs and time-to-market B. Providing transparency and good relationships C. Ensuring the continual improvement of services D. Ensuring that the organization's vision is understood

B. Providing transparency and good relationships

What is the maximum acceptable period of time following a service disruption that can elapse before the lack of business functionality severely impacts the organization? A. RPO B. RTO C. BIA D. Disaster recovery plan

B. RTO

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. Requesting information about how to create a document

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. Service desk

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

B. Service desk

Which statement about outcomes is CORRECT? A. Outcomes are one or more services that fulfill 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. Service providers help service consumers achieve outcomes

The supplier strategy, sometimes called the? A. Vendor strategy B. Sourcing strategy C. Seller strategy D. Wholesaler strategy

B. Sourcing strategy

Service request fulfillment generally includes which of the following types of changes? A. Emergency change B. Standard change C. Normal change D. Expedited change

B. Standard change

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

B. Start where you are

A ____ is a controlled environment established to test products, services, and other configuration items. A. Demo environment B. Test environment C. User environment D. Software environment

B. Test environment

Change enablement balances the need to make beneficial changes and ____________? A. The method to implement the change B. The adverse effect of changes C. The evolving needs of the business D. The cost of the change

B. The adverse effect of changes

Which statement about emergency changes is CORRECT? A. The testing of emergency 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. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

Which is intended to help an organization adopt and adapt ITIL guidance? A. The four dimensions of service management B. The guiding principles C. The service value chain D. Practices

B. The guiding principles

Which of the following will represent the steps and organization take in the creation of value? A. Four dimensions model B. The service value chain C. The guiding principles D. The ITIL practices

B. The service value chain

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

B. They should be well-known and proven

Which guiding principle is concerned with an understanding of how all the parts of an organization work together in an integrated way? A. Optimize and automate B. Think and work holistically C. Focus on value D. Keep it simple and practical

B. Think and work holistically

What is the purpose of the 'relationship management' practice? A. To align the organization's practices and services with changing business needs B. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

B. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

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

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

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

B. Understanding the vision and objectives of the organization

Which term describes the functionality offered by a service? A. Cost B. Utility C. Warranty D. Risk

B. Utility

What events allow actions to be taken before any negative impact is actually experienced by the business? A. Informational events B. Warning events C. Exception events D. Error events

B. Warning events

Select the term which best describes a �fit for use� service. A. Outcome B. Warranty C. Value D. Utility

B. Warranty

What does the W stand for in a SWOT analysis? A. Waste B. Weakness C. Withhold D. Witness

B. Weakness

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. When the procedure for the standard change is created

Identify the missing word in the following sentence. A known error is a problem that has been [?] and has not been resolved. A. logged B. analyzed C. escalated D. closed

B. analyzed

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. costs C. utility D. warranty

B. costs

Identify the missing word in the following sentence. A customer is the role that defines the requirements for a service and takes responsibility for the [?] of service consumption. A. outputs B. outcomes C. costs D. risks

B. outcomes

Service actions are performed by the service provider according to the? A. Needs of the consumer B. Usage of the consumer C. Cost to the consumer D. Agreement with the consumer

D. Agreement with the consumer

What is specifically aimed at managing the acquisition, development, release, deployment, maintenance, and eventual retirement of software assets? A. Software contract management B. Software management C. Software asset management D. Software vendor management

C. Software asset management

What in release management enables learning and improvement, and helps to ensure that customers are satisfied? A. Release review B. Release customer review C. Release post-implementation review D. Release implementation review

C. Release post-implementation review

What is the point of communication between the service provider and all its users? A. Call center B. IT Director C. Service Desk D. Service Center

C. Service Desk

ITIL SVS includes how many general management practices? A. 10 B. 12 C. 14 D. 26

C. 14

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. A separate process

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. A service

What type of change is MOST likely to be managed by the 'service request management' practice? A. A normal change B. An emergency change C. A standard change D. An application change

C. A standard change

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. An organization should always develop competencies in methodologies and techniques that will meet their needs

The IT department will be installing a new application to all users over the weekend. What deployment approach is this? A. Phased deployment B. Continuous delivery C. Big Bang deployment D. All in one deployment

C. Big Bang deployment

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

C. By communicating constraints

In high velocity organizations, it is common for change management practice to be? A. Done by a single group B. Done by only senior management C. Decentralized change approval D. Centralize change approval

C. Decentralized change approval

The use of scripts can help which of the following? A. User satisfaction B. Problem management C. Diagnose and resolve a simple incident (Correct) D. Managing large problems

C. Diagnose and resolve a simple incident

What change maybe subject to less testing than others? A. Standard Change B. Normal change C. Emergency Change D. User Change

C. Emergency Change

What changes are not typically included in a change schedule? A. Standard changes B. Normal changes C. Emergency changes D. None of the above

C. Emergency changes

Which service value chain activity is done to provide a good understanding of stakeholder needs? A. Plan B. Improve C. Engage D. Obtain/build

C. Engage

What events require action, even though business impact may not yet have been experienced? A. Informational events B. Warning events C. Exception events D. Error events

C. Exception events

It is common practice to use a decentralize change approval process in what type of organization? A. Low-velocity organization B. Small organization C. High-velocity organization D. Large organization

C. High-velocity organization

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. Information and technology

What is it called when the products or services are developed and/ or delivered internally by the business? A. Outsourcing B. Multi-sourcing C. Insourcing D. Single source

C. Insourcing

Which of the following can lead to poor decision-making and in turn impact the organization's ability to improve internal capabilities? A. Insufficient changes B. Insufficient user training C. Insufficient visibility of work D. Insufficient understanding of costs

C. Insufficient visibility of work

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. Keep it simple and practical

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. Problem management

What does the 'service request management' practice depend on for maximum efficiency? A. Compliments and complaints B. Self-service tools C. Processes and procedures D. Incident management

C. Processes and procedures

A new software has been made available on the network and users convenient for them. What deployment approaches this? A. Phased deployment B. Big Bang deployment C. Pull deployment D. Users deployment

C. Pull deployment

Which of the following practice has a major influence on how users perceived services? A. Supplier management B. Relationship management C. Service desk D. Deployment management

C. Service desk

How does customer engagement contribute to the 'service level management' practice? 1. It captures information that metrics can be based on 2. It ensures the organization meets defined service levels 3. It defines the workflows for service requests 4. It supports progress discussions A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4

D. 1 and 4

Which two statements about an organization's culture are CORRECT? 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 A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4

D. 1 and 4

Which of the following statement about change enablement is correct? 1. Scope is defined by the organization 2. There are 3 types of changes 3. Change authority is who authorizes a change A. 1 and 2 B. 1 and 3 C. 2 and 3 D. 1, 2 and 3

D. 1, 2 and 3

Select the number of questions on the ITIL 4 Foundation exam. A. 75 B. 60 C. 50 D. 40

D. 40

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. Each iteration should be continually re-evaluated based on feedback

Who is responsibility for continual improvement? A. Senior management B. Users C. Administrators D. Everyone

D. Everyone

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

D. 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

D. Focus on value at every step of the improvement

Which of the following would be an example of a service requests? A. Deploy a new change B. Deploy a new software C. Delaying the deployment of a new service D. Giving feedback compliments and complaints about services

D. Giving feedback compliments and complaints about services

The asset register is used in what practice? A. Incident management B. Service level management C. Deployment management D. IT asset management

D. IT asset management

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

D. Incident management

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. Incident management

Select the service management dimension which is focused on the communication systems and knowledge bases used by employees. A. Organizations and people B. Partners and suppliers C. Value streams and processes D. Information and technology

D. Information and technology

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

D. It needs a practical understanding of the business processes

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. It should be re-prioritized as ideas are documented

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective? A. Progress iteratively with feedback B. Focus on value C. Think and work holistically D. Keep it simple and practical

D. Keep it simple and practical

Which service level metrics are BEST for measuring user experience? A. Single system-based metrics B. Metrics for the percentage of uptime of a service C. Operational metrics D. Metrics linked to defined outcomes

D. Metrics linked to defined outcomes

Which practice observe services and service components, and record and report selected changes? A. Event management B. Problem management C. Service management D. Monitoring and event management

D. Monitoring and event management

Select the service management dimension which is focused on an organization's relationships with other organizations to deliver its services. A. Organizations and people B. Value streams and processes C. Information and technology D. Partners and suppliers

D. Partners and suppliers

Which value chain activity communicates the current status of all four dimensions of service management? A. Improve B. Engage C. Obtain/build D. Plan

D. Plan

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

D. Problem

A _________ is a configuration of an organization's resources designed to offer value for a consumer. A. Service B. Practice C. SVS D. Product

D. Product

Change enablement is usually focused on changes in? A. People B. Processes C. Services D. Products and Services

D. Products and Services

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

D. Progress iteratively with feedback

Select the question type on the ITIL4 exam which requires you to identify a term based on a specific word for word definition. A. Description B. Comprehension C. Explanation D. Recollection

D. Recollection

What is used to document the timing for releases? A. Release register B. Release calendar C. Release timer D. Release schedule

D. Release schedule

Select the item which refers to the value of co-creation by facilitating outcomes which a customer wishes to achieve without the customer having to manage specific costs and risks. A. Warranty B. Outcome C. Service offering D. Service

D. Service

Which practice coordinates the classification and ownership of incidents? A. Change enablement B. Incident management C. Problem management D. Service desk

D. Service desk

Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence? A. Problem management B. Supplier management C. Release management D. Service desk

D. Service desk

Identify the missing word(s) in the following sentence. ITIL 4 has introduced the [?], to ensure that the organization constantly co-creates value with all stakeholders through the use and management of products and services. A. Service value chain B. Activity chain C. Practice system D. Service value system

D. Service value system

The addition, modification, or removal of anything that could have a direct or indirect effect on ______? A. Value B. Satisfaction C. Performance D. Services

D. Services

What is an output? A. A change of state that has significance for the management of a configuration item B. A possible event that could cause harm or loss C. A result for a stakeholder D. Something created by carrying out an activity

D. Something created by carrying out an activity

You have been asked to investigate an email service within your organization that is failing to meet its intended outcomes. You begin by determining the intended outcome and then observe the current service with as much objectivity as possible. Based on your observations, you are able to determine that the current service is not meeting its utility and warranty requirements. Which guiding principles best describes your actions in this scenario? A. Optimize and automate B. Collaborate and promote visibility C. Keep it simple and practical D. Start where you are

D. Start where you are

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. The four dimensions of service management

Which is intended to help an organization adopt and adapt ITIL guidance? A. Practices B. The service value chain C. The four dimensions of service management D. The guiding principles

D. The guiding principles

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

D. The service value system

Which guiding principle is about ensuring that service management includes understanding of how all parts of an organization work together? A. Focus on value B. Collaborate and promote visibility C. Start where you are D. Think and work holistically

D. Think and work holistically

Select the industrial revolution which occurred in the 1980s with the large spread adoption of computers. A. First B. Fourth C. Second D. Third

D. Third

Which dimension includes a workflow management system? A. Organizations and people B. Partners and suppliers C. Information and technology D. Value streams and processes

D. Value streams and processes

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. performances

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. services

How does customer engagement contribute to the 'service level management' practice? 1. It captures information that metrics can be based on 2. It ensures the organization meets defined service levels 3. It defines the workflows for service requests 4. It supports progress discussions a. 2 and 3 b. 1 and 4 c. 1 and 2 d. 3 and 4

b. 1 and 4

You are in a quarterly service level management review with your supervisor. The manager asks your supervisor if the service desk has been meeting their SLA target metrics. Your supervisor proudly proclaims that everything is 'green' (meaning, we are meeting all of the targets). Just then, another executive asks, "If everything is showing as 'green', why am I hearing other users complain that the service is always unavailable for use?" What might be the reason for this? a. Your supervision's data is not based on the business outcomes b. Your supervision's data is based on the business metrics c. Your supervision's data is based on operational metrics d. Your supervision's data is based on availability metrics

a. Your supervision's data is not based on the business outcomes

What is the definition of a problem? a. A cause or potential cause of one or more incidents b. An unplanned interruption to a service or reduction in the quality of a service c. An issue that has been analyzed but has not been resolved d. The addition, modification, or removal of anything that could have a direct or indirect effect on the service

a. A cause or potential cause of one or more incident

Which role is MOST likely to contact the service desk to ask for help? a. A user b. A supplier c. A sponsor d. A customer

a. A user

Which guiding principle is focused on increasing communication both within the project and outside of it? a. Collaborate and promote visibility b. Keep it simple and practical c. Optimize and automate d. Progress iteratively with feedback

a. Collaborate and promote visibility

Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market? a. Design and transition b. Plan c. Deliver and support d. Obtain/build

a. Design and transition

Which guiding principle may best be served by understanding the cost and financial consequences that a service consumer might face when choosing to use a service? a. Focus on value b. Progress iteratively with feedback c. Think and work holistically d. Collaborate and promote visibility

a. Focus on value

Which value chain activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management? a. Improve b. Obtain/build c. Plan d. Deliver and support

a. Improve

What is NOT a phase in problem management? a. Incident logging b. Problem identification c. Problem control d. Error control

a. Incident logging

Which guiding principle is focused on using the minimum number of steps to accomplish an objective? a. Keep it simple and practical b. Collaborate and promote visibility c. Optimize and automate d. Progress iteratively with feedback

a. Keep it simple and practical

What refers to the process of improving and increasing the efficiency of a process or service? a. Optimization b. Warranty c. Value d. Automation

a. Optimization

Fill in the blank. A(n) [?] is a result for a stakeholder enabled by one or more outputs. a. Outcome b. Utility c. Value d. Warranty

a. Outcome

Which phase of 'problem management' includes analyzing incident trends? a. Problem identification b. Change enablement c. Error control d. Problem control

a. Problem identification

Which practice enables users to ask for help and information? a. Service desk b. Change enablement c. Incident management d. Problem management

a. Service desk

What is the purpose of the 'service request management' practice? a. Supporting agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner b. Setting clear business-based targets for the service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets c. Ensuring that the organization's suppliers and their performance levels are managed properly to support the provision of seamless quality products and services d. Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels

a. Supporting agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

Which is a key consideration for the guiding principle 'keep it simple and practical'? a. Understand how each element contributes to value creation b. Start with complex solution, then simplify c. Ignore conflicting objectives of different stakeholders d. Try to create a solution for every exception

a. Understand how each element contributes to value creation

What is the best way to track and manage improvements? a. Use a structured document called a continual improvement register b. Don't track and manage improvements c. Appoint a leader for managing the improvements d. Ask everyone to track and manage improvements initiated by them

a. Use a structured document called a continual improvement register

What is co-created through active collaboration between providers and consumers? a. Value b. Warranty c. Utility d. Risk

a. Value

What is the end-result of the service value system? a. Value b. Practices c. Activities d. Demand

a. Value

What is the definition of a configuration item? a. 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 b. Any component that needs to be managed in order to deliver an IT service c. A particular set of settings or options on a given piece of equipment d. Any valuable component that can contribute to the delivery of an IT product or service

b. Any component that needs to be managed in order to deliver an IT service

If your company is using a single service desk located in one office building to support users from around the world, what type of service desk might this be? a. Local b. Centralized c. Virtual d. Follow-the-sun

b. Centralized

Which practice may involve the initiation of disaster recovery? a. IT asset management b. Incident management c. Service level management d. Service request management

b. Incident management

Your company has five branch offices located across the country. To support each of these branch offices, a small service desk has been created for each office and it is co-located with the users to whom they are providing service and support. What model of service desk is your company using? a. Follow the sun b. Local c. Centralized d. Virtual

b. Local

What is the purpose of the 'deployment management' practice? a. Supporting agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner b. Moving new or changed hardware, software, documentation, processes or any other service component to live environments c. Making new and changed services and features available for use d. Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes

b. Moving new or changed hardware, software, documentation, processes or any other service component to live environments

Which value chain activity ensures people understand the organization's vision? a. Deliver and support b. Plan c. Improve d. Obtain/build

b. Plan

Which practice provides visibility of the organization's services by capturing and reporting on service performance? a. Service desk b. Service level management c. Service request management d. Service configuration management

b. Service level management

Identify the missing word(s) in the following sentence. [?] is the practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. a. Service desk b. Service request management c. Problem management d. Service level management

b. Service request management

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 a. 4 dimensions of service management b. Service value system c. Service request management practice d. Focus on value guiding principle

b. Service value system

Which is the BEST example of an emergency change? a. A low-risk computer upgrade implemented as a service request b. The implementation of a security patch to a critical software application c. A scheduled major hardware and software implementation d. The implementation of a planned new release of a software application

b. The implementation of a security patch to a critical software application

Which describes the principle 'think and work holistically'? a. Reviewing how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner b. Using the four dimensions of service management to ensure coordination of all aspects of an improvement initiative c. Conducting a review of existing service management practices and decide what to keep and what to discard d. Reviewing service management practices and removing any unnecessary complexity

b. Using the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Fill in the blank. According to the guiding principles, "Everything that the organization does needs to map, directly or indirectly, to [?] for the stakeholders. a. Outcomes b. Value c. Outputs d. Utility

b. Value

During which step of the continual improvement model do you create your objective baseline measurement? a. Where do we want to be? b. Where are we now c. What is the vision d. How do we get there?

b. Where are we now

23. What is the definition of a customer? a. A person who works for an organization other than the service provider b. A person who authorizes budget for service consumption c. A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption d. A person who uses services

c. A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

What should all 'continual improvement' decisions be based on? a. A recent maturity assessment b. Details of how the services are measured c. Accurate and carefully analyzed data d. An up-to-date balanced scorecard

c. Accurate and carefully analyzed data

Identify the missing word(s) in the following sentence. Service management is a set of specialized organizational [?] for enabling value for customers in the form of services. a. Functions b. Requirements c. Capabilities d. Products

c. Capabilities

What is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services? a. Event b. Problem c. Change d. Incident

c. Change

What considerations influence the supplier strategy of an organization? a. Type of cooperation with suppliers b. Contracts and agreements c. Corporate culture of organization d. Level of formality

c. Corporate culture of organization

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

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

OP-Telecom is a Telecommunications Company that provides different telecommunication services to its customers. To provide these Services, OP-Telecom relies on a third-party service provider to host some of these services. OP-Telecom is responsible for managing the amount of storage space utilized on the service provider's server, as well as determining whether a customer may or may not use a particular service. What best describes these activities? a. Service provision b. Service offering c. Service consumption d. Warranty of a service

c. Service consumption

OP-Telecom has just hired three new staff members. The Technology department at OP-Telecom has created new accounts for the new staff members on the domain controller and allocated 10 GB of storage on the company's internal file server per staff member. What term best describes these activities performed by the Technology department? a. Warranty of a service b. Service offering c. Service provision d. Service consumption

c. Service provision

Which describes the steps an organization takes in the creation of value? a. Service offering b. Four dimensions of service management c. Service value chain d. Continual improvement

c. Service value chain

Which is a recommendation of the 'continual improvement' practice? a. All improvements should be managed as multi-phase projects b. Continual improvement should be isolated from other practices c. There should be a small team dedicated to leading continual improvements efforts d. External suppliers should be excluded from improvement activitie

c. There should be a small team dedicated to leading continual improvements efforts

Which guiding principle recognizes the complexity of a system and seeks to understand the relationships between the various components that make up a service? a. Collaborate and promote visibility b. Keep it simple and practical c. Think and work holistically d. Optimize and automate

c. Think and work holistically

During which step of the continual improvement model would you check to verify whether or not you have reached the desired outcome in your improvement initiative? a. Where do we want to be b. Did we get there c. Where are we now d. What is the vision

c. Where are we now

What is the definition of an incident? a. A problem that has been analyzed but has not been resolved b. The addition, modification, or removal of anything that could have a direct or indirect effect on services c. A cause or potential cause of one or more incidents d. An unplanned interruption to a service or reduction in the quality of a service

d. An unplanned interruption to a service or reduction in the quality of a service

Which guiding principle requires the identification and managing of all stakeholder groups in order to establish more robust communication across the staff? a. Focus on the value b. Keep it simple and practical c. Start where you are d. Collaborate and promote visibility

d. Collaborate and promote visibility

What contributes MOST to the success of the 'continual improvement' practice? a. The structure of the continual improvement register b. Identification of continual improvement opportunities from problems c. Implementation of a single assessment technique for continual improvement d. Commitment to continual improvement throughout the organization

d. Commitment to continual improvement throughout the organization

Which of the following is NOT a valid source of service level management data to use in analyzing your service level agreements? a. Business metrics b. Customer feedback c. Operational metric d. Competitor's metrics

d. Competitor's metrics

Fill in the blank. [?] may simultaneously be removed from a service consumer and imposed on a service consumer. For example, outsourcing a service to a service provider may remove the need for the consumer to have their own IT infrastructure, but it may require them to install a faster Internet connection to reach the service provider's servers instead. a. Outputs b. Value c. Outcomes d. Costs

d. Costs

What does a centralized service desk require? a. Outsourced employees b. Robotic process automation c. Walk-in service hours d. Good workflow systems from routing and escalation

d. Good workflow systems from routing and escalation

What is the step after 'where do we want to be' in the continual improvement model? a. When do we want to be b. Did we get there c. What is the vision d. How do we get there

d. How do we get there

What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information? a. Service continuity management b. Change enablement c. Availability Management d. Information security management

d. Information security management

What is the service value chain? a. It is 6 activities that transform value into demand b. It describes a combination of activities and practices for a particular scenario c. It describes a single value stream that creates a product or service d. It is 6 activities that create and manage products and services

d. It is 6 activities that create and manage products and service

What is the reason for using a balanced bundle of service metrics? a. It reduces the number of metrics that need to be collected b. It reports each service element separately c. It facilitates the automatic collection of metrics d. It provides an outcome-based view of services

d. It provides an outcome-based view of services

What should be done for every problem? a. It should be diagnosed to identify possible solutions b. It should have a workaround to reduce the impact c. It should be resolved so that it can be closed d. It should be prioritized based on its potential impact and probability

d. It should be prioritized based on its potential impact and probability

You have just been promoted to the role of the Service Desk manager. The manager before you loved metrics, and the Service Desk is currently spending numerous hours per week creating reports based on over 150 different metrics they call 'measures of effectiveness'. You believe there are simply too many metrics being collected and begin an analysis of each one to determine if is it providing valuable information. For the ones you find without value, you eliminate the requirement to track and report on those metrics. Which guiding principle are you following in this scenario? a. Collaborate and promote visibility b. Progress iteratively with feedback c. Optimize and automate d. Keep it simple and practical

d. Keep it simple and practical

Which statement about known errors and problems is CORRECT? a. Known errors cause vulnerabilities, problems, cause incidents b. Know errors are managed by technical staff, problems are managed by service management staff c. A know error is the cause of one or more problems d. Know error is the status assigned to a problem after it has been analyzed

d. Know error is the status assigned to a problem after it has been analyzed

Which of the following is NOT a problem identification activity? a. Detecting duplicate and recurring issues b. Performing trend analysis of incident records c. Analysis of multiple incidents that may be linked together d. Logging incidents

d. Logging incidents

Your organization has recently installed a brand new accounting program. The program has many functions including one that creates a report that shows the 'Profit and Loss (P&L)' metrics for the month. What term best describes the P&L report that is produced each month? a. Cost b. Value c. Outcome d. Output

d. Output

What does the 'service request management' practice depend on for maximum efficiency? a. Compliments and complaints b. Self-service tools c. Incident management d. Processes and procedures

d. Processes and procedures

A small start-up in San Francisco is launching a brand new iPhone app. Their staff is small, but they have big dreams and ideas for their app. The app will perform 15 different functions when it is fully developed. Currently, the app only has 4 functions completed, but the company decided to release the app to get some initial feedback. Based on the feedback, the company changed the third function to improve the customer experience and continued to add one function every 3 weeks to the app. What guiding principle best describes what the company was doing? a. Optimize and automate b. Start where you are c. Keep it simple and practical d. Progress iteratively with feedback

d. Progress iteratively with feedback

Which practice identifies metrics that reflect a customer experience of a service? a. Problem management b. Continual improvement c. Service desk d. Service level management

d. Service level management

What is the purpose of the 'service level management' practice? a. Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner b. Establishing and nurturing link between an organization and its stakeholders at strategic and tactical levels c. Ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services d. Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these target

d. Setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets

During which step of the continual improvement model is change enablement and release management usually performed? a. Where are we now b. What is the vision c. Where do we want to be d. Take action

d. Take action

Identify the missing word(s) in the following sentence. An incident is a(n) [?] interruption to a service or reduction in the quality of a service. a. Scheduled b. Planned c. Expected d. Unplanned

d. Unplanned

What term best describes a service that is 'fit for purpose'? a. Output b. Warranty c. Outcomes d. Utility

d. Utility