ITIL 4

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

B. Service desk

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

B. Service level management

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

B. Something created by carrying out an activity

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

What is typically needed to assign complex incidents to support groups? A. The incident priority B. The incident category C. A change schedule D. A self-help tool

B. The incident category

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 recommends coordinating all dimensions of service management? A. Start where you are B. Think and work holistically C. Keep it simple and practical D. Progress iteratively with feedback

B. Think and work holistically

Which is a purpose of the 'service desk' practice? A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents B. To capture demand for incident resolution and service requests C. To set clear business-based targets for service performance D. To maximize the number of successful IT changes by ensuring risks are properly assessed

B. To capture demand for incident resolution and service requests

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

A. Accurate and carefully analysed data

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 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

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

A. 1 and 2

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. A customer

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

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

What are the types of asset management? A. IT asset management and software asset management B. Operational and technical management C. IT asset management and technical management D. Operational management and IT asset management

A. IT asset management and software asset management

Arrange the following steps of software lifecycle in correct order. 1. Retire 2. Test 3. Operate 4. Deploy 5. Ideation 6. Develop 7. Design A. Ideation, Design, Develop, Deploy, Test, Operate, Retire B. Retire, Test, Operate, Deploy, Ideation, Develop, Design C. None of the above D. Ideation, Test, Develop, Deploy, Design, Operate, Retire

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

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 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

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

A. Problem identification, problem control, error control

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

A. Service desk

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

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

A. To help an organization make good decisions

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

A. Trend analysis shows a large number of similar incidents

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

A. Value streams and processes

Which dimension includes activities and workflows? A. Value streams and processes B. Partners and suppliers C. Information and technology D. Organizations and people

A. Value streams and processes

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 practices are typically involved in the implementation of a problem resolution? 1. Continual improvement 2. Service request management 3. Service level management 4. Change control A. 1 and 2 B. 1 and 4 C. 3 and 4 D. 2 and 3

B. 1 and 4

Which describes a standard change? A. A high-risk change that needs very thorough assessment B. A change that is typically implemented as a service request C. A change that must be implemented as soon as possible D. 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

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 of the following is an example of incident? A. A backup server is being rebooted while services are running on the primary server B. An application is not available during the business hours C. A user has requested access to a shared repository D. A user wants to reset the password of a server

B. An application is not available during the business hours

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

B. As a problem

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

B. Collaborate and promote visibility

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

B. Continual improvement

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

B. Continual improvement

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. assets C. customers D. CIs

D. CIs

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

B. It enables quick and efficient diagnosis of incidents

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

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

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

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

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

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

B. Leverage existing workflows whenever possible

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 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

B. Results desired by a stakeholder

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

B. Value realization

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. The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle. A. plans B. measurement C. process D. tools

B. measurement

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

C. A configuration item (CI)

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

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

Which competencies are required by the 'service level management' practice? A. Problem investigation and resolution B. Incident analysis and prioritization C. Business analysis and commercial management D. Balanced scorecard reviews and maturity assessment

C. Business analysis and commercial management

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

How should automation be implemented? A. By initially concentrating on the most complex tasks B. By optimizing as much as possible first C. By replacing human intervention wherever possible D. By replacing the existing tools first

C. By replacing human intervention wherever possible

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

C. Consumer and provider

Which statement about costs is CORRECT? A. Costs removed from the consumer are part of service consumption B. Costs imposed on the consumer are costs of service utility C. Costs removed from the consumer are part of the value proposition D. Costs imposed on the consumer are costs of service warranty

C. Costs removed from the consumer are part of the value proposition

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

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

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

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

C. Keep it simple and practical

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

C. Listening

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

Which is NOT a key focus of the 'information and technology' dimension? A. Workflow management and inventory systems B. Communication systems and knowledge bases C. Roles and responsibilities D. Security and compliance

C. Roles and responsibilities

Which activity captures the demand for incident resolution and service requests? A. Change control B. Problem management C. Service desk D. Service catalogue management

C. Service desk

Which practice provides a single point of contact for users? A. Incident management B. Change control C. Service desk D. Service request management

C. Service desk

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

C. Service providers help service consumers achieve outcomes

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

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' Questions and Answers PDF 9/115 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

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

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

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

What is the purpose of the 'information security management1 practice? A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed B. To observe services and service components C. To protect the information needed by the organization to conduct its business D. To plan and manage the full lifecycle of all IT assets

C. To protect the information needed by the organization to conduct its business

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

C. Understand how each element contributes to value creation

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

C. Using operational data to provide detailed service reports

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

C. analysed

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

D. Change control

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

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

D. 1 and 4

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

D. A standard change

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

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

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

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

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 activity is part of the 'continual improvement' practice? A. Populating and maintaining the asset register B. Providing a clear path for users to report issues, queries, and requests C. Delivering tactical and operational engagement with customers D. Identifying and logging opportunities

D. Identifying and logging opportunities

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

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

D. Information security management

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 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

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

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

D. Providing transparency and good relationships

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

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

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

D. The time needed to realistically deliver the service

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

D. Understanding the vision and objectives of the organization

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

D. costs

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