ITILv4
Which guiding principle focuses on reducing costs and human errors? A. Focus and value B. Collaborate and promote visibility C. Optimize and automate D. Think and work holistically
Optimize and automate
Which guiding principle recommends standardizing and streamlining manual tasks? A. Optimize and automate B. Collaborate and promote visibility C. Focus on value D. Think and work holistically
Optimize and automate
Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements? A. Service-based SLA view B. Wholesale customer view C. Retail customer view D. Supporting services view
Supporting services view
Which describes a set of defined steps for implementing improvements? A. The 'improve' value chain activity B. The 'continual improvement register' C. The 'continual improvement model' D. The 'engage' value chain activity
The 'continual improvement model'
Which is NOT a component of the service value system? A. The guiding principles B. Governance C. Practices D. The four dimensions of service management
The four dimensions of service management
What should a release policy include? A. The process owner and process manager for each type of release B. The roles and responsibilities for incident and problem resolution C. The naming convention and expected frequency of each type of release D. The naming convention for all configuration items (CI) recorded in the configuration management system(CMS)
The naming convention and expected frequency of each type of release
Which are phases of the release and deployment process? - Release build and test - Review and close - Categorize and record - Change authorization and schedule
- Release build and test - Review and close
Which TWO are important aspects of the 'service request management' practice? - Standardization and automation - Providing a variety of channels for access - Establishing a shared view of targets - Policies for approvals
- Standardization and automation - Policies for approvals
What is the definition of a known error? A. An unplanned interruption to a service, or reduction in the quality of a service B. A cause, or potential cause, of one or more incidents C. A problem that has been analyzed and has not been resolved D. Any change of state that has significance for the management of a service or other configuration item (CI)
A problem that has been analyzed and has not been resolved
The management of information security incidents usually requires [?]. A. Immediate escalation B. Specialist teams C. A separate process D. Third party support
A separate process
What is an incident? A. The planned removal of an item that might affect a service B. A result enabled by one or more outputs C. A possible future event that could cause harm D. A service interruption resolved by the use of self-help tools
A service interruption resolved by the use of self-help tools
What is a service? A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks C. A tangible or intangible deliverable of an activity D. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings
A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
In which TWO situations should the ITIL guiding principles be considered? * 1. In every initiative * 2. In relationships with all stakeholders * 3. Only in specific initiatives where the principle is relevant * 4. Only in specific stakeholder relationships where the principle is relevant
1 and 2
Which TWO statements about the 'service request management' practice are CORRECT? * 1. Service requests are part of normal service delivery * 2. Complaints can be handled as service requests * 3. Service requests result from a failure in service * 4. Normal changes should be handled as service requests
1 and 2
Which TWO statements about an organization's culture are CORRECT? (Choose two.) * 1. It is created from shared values based on how it carries out its work * 2. It is determined by the type of technology used to support services * 3. It should be based on the culture of prospective suppliers * 4. It should be based on the objectives of the organization
1 and 4
What is defined as any component that needs to be managed in order to deliver an IT service? A. A service request B. An IT asset C. A configuration item (CI) D. An incident
A configuration item (CI)
What defines the requirements for a service and takes responsibility for the outcomes of service consumption? A. A customer B. A user C. A configuration item (CI) D. An IT asset
A customer
What is a definition of a service improvement plan (SIP)? A. A formal plan to implement improvements to a customer's business processes B. An input from availability management to service level management, detailing the service design plan C. A formal plan to implement improvements to a service or process D. An input from financial management for IT services to service level management, detailing the budget plan
A formal plan to implement improvements to a service or process
Which is a low risk change that has been pre-approved so that no additional authorization is needed? A. A standard change B. A change model C. An emergency change D. A normal change
A standard change
Which process works with incident management to ensure that security breaches are detected and logged? A. Change management B. Service level management C. Access management D. Continual service improvement
Access management
When is the earliest that a workaround can be documented in 'problem management'? A. After the problem has been logged B. After the problem has been prioritized C. After the problem has been analyzed D. After the problem has been resolved
After the problem has been analyzed
What is recommended by the guiding principle 'progress iteratively with feedback'? A. A current state assessment that is carried out at the start of an improvement initiative B. The identification of all interested parts at the start of an improvement initiative C. An improvement initiative that is broken into a number of manageable sections D. An assessment of how all the parts of an organization will affect an improvement initiative
An improvement initiative that is broken into a number of manageable sections
What is an IT asset? A. The removal of anything that could have a direct or indirect effect on services B. Any component that needs to be managed in order to deliver a service C. A request from a user that initiates a service action D. Any financially valuable component that can contribute to delivery of an IT product or service
Any financially valuable component that can contribute to delivery of an IT product or service
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed? A. As an event B. As a problem C. As a service request D. As a change request
As a problem
When should a change request be submitted to resolve a problem? A. As soon as a solution for the problem has been identified B. As soon as a workaround for the problem has been identified C. As soon as the analysis of the frequency and impact of incidents justifies the change D. As soon as the analysis of cost, risks and benefits justifies the change
As soon as the analysis of cost, risks and benefits justifies the change
Which is a use of the change schedule? A. Assigning resources to changes B. Deciding the approval authority for changes C. Automating the change process D. Creating change models
Assigning resources to changes
Which of the following can be used to access service desks? A. Phone calls B. All of the above C. Text and social media messaging D. Email
B. All of the above
Which term is used to describe the prediction and control of income and expenditure within an organization? A. Charging B. Governance C. Budgeting D. Accounting
Budgeting
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained? A. Categorization B. Detection C. Prioritization D. Escalation
Categorization
Which practice has a purpose that includes ensuring that risks have been properly assessed? A. Service configuration management B. Problem management C. Service level management D. Change control
Change control
Which describes normal changes? A. Changes that need to be scheduled and assessed following a process B. Changes that are low-risk and pre-authorized C. Changes that are typically initiated as service requests D. Changes that must be implemented as soon as possible
Changes that need to be scheduled and assessed following a process
Which practice is the responsibility of everyone in the organization? A. Change control B. Problem management C. Service level management D. Continual improvement
Continual improvement
Which is included in the purpose of the 'design and transition' value chain activity? A. Ensuring that service components are available when needed B. Providing transparency and good stakeholder relationships C. Supporting services according to specifications D. Continually meeting stakeholder expectations for costs
Continually meeting stakeholder expectations for costs
What considerations influence the supplier strategy of an organization? A. Contracts and agreements B. Type of cooperation with suppliers C. Corporate culture of the organization D. Level of formality
Corporate culture of the organization
What should be done first when applying the 'focus on value' guiding principle? A. Identify all suppliers and partners involved in the service B. Determine the cost of providing the service C. Identify the outcomes that the service facilitates D. Determine who the service consumer is in each situation
Determine who the service consumer is in each situation
Which statement about the 'change enablement' practice is CORRECT? A. Service requests are usually normal changes that can be implemented quickly without authorization B. Emergency changes are changes that must be fully tested and fully documented prior to implementation C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
How should an organization include third-party suppliers in the continual improvement of services? A. Ensure suppliers include details of their approach to service improvement in contracts B. Require evidence that the supplier uses agile development methods C. Require evidence that the supplier implements all improvements using project management practices D. Ensure that all supplier problem management activities result in improvements
Ensure suppliers include details of their approach to service improvement in contracts
What is defined as a change of state that has significate for the management of an IT service? A. Event B. Incident C. Problem D. Known error
Event
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth? A. Keep it simple and practical B. Optimize and automate C. Progress iteratively with feedback D. Focus on value
Focus on value
What is a recommendation of the 'focus on value' guiding principle? A. Make 'focus on value' a responsibility of the management B. Focus on the value of new and significant projects first C. Focus on value for the service provider first D. Focus on value at every step of the improvement
Focus on value at every step of the improvement
What is NOT within the scope of service catalogue management? A. Contribution to the definition of services B. Interfaces between all services and supporting services C. Interfaces between the service catalogue and service portfolio D. Fulfilment of business service requests
Fulfilment of business service requests
What is the primary focus of business capacity management? A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology B. Review of all capacity supplier agreements and underpinning contracts with supplier management C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
Future business requirements for IT services are quantified, designed, planned and implemented in atimely fashion
What is described by the service value system? A. How to apply the systems approach of the guiding principle think and work holistically B. Services based on one or more products, designed to address needs of a target consumer group C. How all the components and activities of the organization work together as a system to enable value creation D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
How all the components and activities of the organization work together as a system to enable value creation
Arrange the following steps of software lifecycle in correct order. * 1. Retire * 2. Test * 3. Operate * 4. Deploy * 5. Ideation * 6. Develop * 7. Design
Ideation, Design, Develop, Deploy, Test, Operate, Retire
Which statement about the known error database (KEDB) is CORRECT? A. It is maintained by the service desk and updated with the details of each new incident B. It is a part of the configuration management database (CMDB) and contains workarounds C. It is maintained by problem management and is used by the service desk to help resolve incidents D. It is maintained by incident management and contains solutions to be implemented by problem management
It is maintained by problem management and is used by the service desk to help resolve incidents
Which practice has a purpose that includes restoring normal service operation as quickly as possible? A. Problem management B. Incident management C. Deployment management D. Supplier management
Incident management
Which practice recommends using tools for collaboration and the automated matching of symptoms? A. Problem management B. Service level management C. Incident management D. Service request management
Incident management
Which dimension considers data security and privacy? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes
Information and technology
What actions does a service desk take for all issues, queries and requests that are reported to them? A. Schedule, assess, authorize B. Diagnose, investigate, resolve C. Initiate, approve, fulfill D. Acknowledge, classify, own
Initiate, approve, fulfill
Which is an important principle of communication in service operation? A. Information should always be communicated B. It has an intended purpose or a resultant action C. Meetings are always the best method of communication D. It is stored in the configuration management system
It has an intended purpose or a resultant action
How does categorization of incidents assist the 'incident management' practice? A. It determines the priority assigned to the incident B. It determines how the service provider is perceived C. It helps direct the incident to the correct support area D. It ensures that incidents are resolved in timescales agreed with the customer
It helps direct the incident to the correct support area
Which statement about IT service management is CORRECT? A. It is performed by customers using a mix of IT systems, services and processes B. It is performed by IT service providers using a mix of suppliers and their products C. It is performed by the service desk using a mix of people, process and technology D. It is performed by IT service providers using a mix of people, process and technology
It is performed by IT service providers using a mix of people, process and technology
Which statement about the 'continual improvement' practice is CORRECT? A. Continual improvement participation should be limited to a small dedicated team. B. It is the role of senior management to authorize improvement initiatives. C. Training should be provided to those involved in continual improvement. D. A single continual improvement register should be maintained by senior management.
It is the role of senior management to authorize improvement initiatives.
Which statement about the 'service desk' practice is CORRECT? A. It provides a link with stakeholders at strategic and tactical levels B. It carries out change assessment and authorization C. It investigates the cause of incidents D. It needs a practical understanding of the business processes
It needs a practical understanding of the business processes
Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT? A. It should always be used to support direct observation B. It should always be used instead of direct observation C. Measured data is always more accurate than direct observation D. The act of measuring always positively impacts results
It should always be used to support direct observation
How should the workflow for a new service request be designed? A. Use a single workflow for all types of service request B. Leverage existing workflows whenever possible C. Use different workflows for each type of service request D. Avoid workflows for simple service requests
Leverage existing workflows whenever possible
Which statement about managing incidents is CORRECT? A. Low impact incidents should be resolved efficiently, making logging unnecessary B. The 'incident management' practice should use a single process regardless of the impact of the incident C. Low impact incidents should be resolved efficiently so the resource required is reduced D. Incidents with the lowest impact should be resolved first
Low impact incidents should be resolved efficiently so the resource required is reduced
Which value chain activity ensures that service components meet agreed specifications? A. Plan B. Design and transition C. Obtain/build D. Deliver and support
Obtain/build
What is used to link activities within the service value chain? A. Service level agreements B. Inputs, outputs and triggers C. Opportunity, demand and value D. Service desk
Opportunity, demand and value
Which statement about the 'four Ps' of service design is CORRECT? A. Processes refers to skill and training B. Partners refers to suppliers and vendors C. People refers to technology and tools D. Products refers to producers and metrics
Partners refers to suppliers and vendors
Which practice involves the management of vulnerabilities that were not identified before the service went live? A. Service request management B. Problem management C. Change control D. Service level management
Problem management
Which practice needs people who understand complex systems and have creative and analytical skills? A. Change enablement B. Service level management C. Service request management D. Problem management
Problem management
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options? A. Optimize and automate B. Start where you are C. Focus on value D. Progress iteratively with feedback
Progress iteratively with feedback
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain? A. Start where you are B. Collaborate and promote visibility C. Progress iteratively with feedback D. Think and work holistically
Progress iteratively with feedback
What is the purpose of problem management? A. Reduces the likelihood and impact of incidents B. Ensures services are restored as soon as possible C. Helps direct the incident to the correct support area D. Determines how the service provider is perceived
Reduces the likelihood and impact of incidents
Which describes outcomes? A. Tangible or intangible deliverables B. Results desired by a stakeholder C. Configuration of an organization's resources D. Functionality offered by a product or service
Results desired by a stakeholder
How should an organization adopt continual improvement methods? A. Use a new method for each improvement the organization handles B. Select a few key methods for the types of improvement that the organization handles C. Build the capability to use as many improvement methods as possible D. Select a single method for all improvements that the organization handles
Select a few key methods for the types of improvement that the organization handles
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them? A. Service configuration management B. Service desk C. IT asset management D. Monitoring and event management
Service configuration management
Which practice coordinates the classification, ownership and communication of service requests and incidents? A. Supplier management B. Service desk C. Problem management D. Relationship management
Service desk
Which practice owns and manages issues, queries and requests from users? A. Service desk B. Problem management C. Incident management D. Change control
Service desk
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization? A. Service desk B. Service request management C. Service level management D. Service configuration management
Service level management
Which practice identifies metrics that reflect a customer experience of a service? A. Continual improvement B. Service level management C. Service desk D. Problem management
Service level management
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant? A. Service level management B. Service desk C. Continual improvement D. Change enablement
Service level management
Which process is used to compare the value that new services offer with the value of the services they have replaced? A. Availability management B. Capacity management C. Service portfolio management D. Service catalogue management
Service portfolio management
Which practice provides support for managing feedback, compliments and complaints from users? A. Change control B. Service request management C. Problem management D. Incident management
Service request management
What are 'engage', 'plan' and 'improve' examples of? A. Service value chain activities B. Service level management C. Service value chain inputs D. Change control
Service value chain activities
Which guiding principle recommends assessing the current state and deciding what can be reused? A. Focus on value B. Start where you are C. Collaborate and promote visibility D. Progress iteratively with feedback
Start where you are
Which guiding principle recommends collecting data before deciding what can be re-used? A. Focus on value B. Keep it simple and practical C. Start where you are D. Progress interactively with feedback
Start where you are
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively? A. The problem record is deleted B. The problem remains in the known error status C. A change request is submitted to change control D. Problem management restores the service as soon as possible
The problem remains in the known error status
Which ITIL concept describes governance? A. The service value system B. The service value chain C. The seven guiding principles D. The four dimensions of service management
The service value system
What should be used to set user expectations for request fulfilment times? A. The consumer demand for the service B. The time that the customer indicates for service delivery C. The service levels of the supplier D. The time needed to realistically deliver the service
The time needed to realistically deliver the service
What MAIN factors are considered to assess the priority of an incident? A. The urgency and impact B. The impact and complexity C. The cost and urgency D. The complexity and cost
The urgency and impact
Which statement about the steps to fulfill a service request is CORRECT? A. They should be complex and detailed B. They should be well-known and proven C. They should include incident handling D. They should be brief and simple
They should be well-known and proven
Which guiding principle is PRIMARILY concerned with end-to-end service delivery? A. Focus on value B. Think and work holistically C. Optimize and automate D. Collaborate and promote
Think and work holistically
What is the purpose of the 'relationship management' practice? A. To support the agreed quality of a service handling all agreed, userinitiated service requests B. To set clear business-based targets for service performance C. To establish and nurture the links between the organization and its stakeholders D. To align the organization's practices and services with changing business needs
To establish and nurture the links between the organization and its stakeholders
Why should service desk staff detect recurring issues? A. To help identify problems B. To escalate incidents to the correct support team C. To ensure effective handling of service requests D. To engage the correct change authority
To help identify problems
What is a change schedule PRIMARILY used for? A. To help plan, authorize and schedule emergency changes B. To publish a list of service requests that users can select C. To ensure that a single change authority reviews every change D. To help plan changes, assist in communication and avoid conflicts
To help plan changes, assist in communication and avoid conflicts
What is the PRIMARY use of a change schedule? A. To support the 'incident management' practice and improvement planning B. To manage emergency changes C. To plan changes and help avoid conflicts D. To manage standard changes
To plan changes and help avoid conflicts
Which is an objective of the design coordination process? A. To produce service design packages and ensure they are handed over to service transition B. To assess and evaluate all changes and their impact on service designs C. To document the initial structure and relationship between services and customers D. To gather and document new service level requirements from the customer
To produce service design packages and ensure they are handed over to service transition
Which is a purpose of the 'service level management' practice? A. To establish and nurture the links between the organization and its stakeholders B. To ensure that the organization's suppliers and their performance are managed appropriately C. To set clear business-based targets for service levels D. To support the agreed quality of a service handling all agreed, user-initiated service requests
To set clear business-based targets for service levels
Why should some service requests be fulfilled with no additional approvals? A. To ensure that spending is properly accounted for B. To ensure that information security requirements are met C. To streamline the fulfillment workflow D. To set user expectations for fulfillment times
To streamline the fulfillment workflow
Which is the purpose of the 'monitoring and event management' practice? A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed B. To systematically observe services and service components, and record and report selected changes of state C. To protect the information needed by the organization to conduct its business D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
To systematically observe services and service components, and record and report selected changes of state
Which of these activities is carried out as part of 'problem management'? A. Creating incident records B. Diagnosing and resolving incidents C. Escalating incidents to a support team for resolution D. Trend analysis of incident records
Trend analysis of incident records
What is the starting point for optimization? A. Standardizing practices and services B. Determining where the most positive impact would be C. Securing stakeholder engagement D. Understanding the vision and objectives of the organization
Understanding the vision and objectives of the organization
Which is a key requirement for a successful service level agreement (SLA)? A. Using individual metrics that relate to the service catalogue B. Using bundled metrics to relate performance to outcomes C. Using single-system-based metrics that relate to outputs D. Using an agreement between the service provider and service supplier
Using bundled metrics to relate performance to outcomes
What should be done to determine the appropriate metrics for measuring a new service? A. Measuring the performance over the first six months, and basing a solution on the results B. Asking customers to provide numerical targets that meet their needs C. Using operational data to provide detailed service reports D. Asking customers open questions to establish their requirements
Using operational data to provide detailed service reports
Identify the missing word in the following sentence. A user is [?] that uses services. A. an organization B. a role C. a team D. a supplier
a role
Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks. A. information B. utility C. warranty D. costs
costs
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption. A. outputs B. outcomes C. costs D. risks
outcomes
Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?]. A. assets B. values C. elements D. services
services