ITIL 4 EXAM B

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

A. 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

A. Event

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

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

A. 1 and 4

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

What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction? A. A standard change B. An emergency change C. An internal change D. A normal change

A. A standard change

What is defined as an unplanned interruption or reduction in the quality of a service? A. An incident B. A problem C. A change D. An event

A. An incident

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

A. Categorization

Which are phases of the release and deployment process? 1. Release build and test 2. Review and close 3. Categorize and record 4. Change authorization and schedule A. 1 and 2 B. 1 and 3 C. 2 and 4 D. 3 and 4

A. 1 and 2

Service transition contains detailed descriptions of which processes? A. Change management, service asset and configuration management, release and deployment management B. Change management, capacity management, event management, service request management C. Service level management, service portfolio management, service asset and configuration management D. Service asset and configuration management, release and deployment management, request fulfillment

A. Change management, service asset and configuration management, release and deployment management

Which dimension includes the knowledge needed for the management of services? A. Organizations and people B. Value streams and processes C. Information and technology D. Partners and suppliers

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

Who is responsible for defining metrics for change management? A. The change management process owner B. The change advisory board (CAB) C. The service owner D. The continual service improvement manager

A. The change management process owner

Identify the missing word in the following sentence. The purpose ofthe 'information security management' practice isto [?]the organization's information. A. protect B. store C. audit D. provide

A. protect

Which of the following should IT service continuity strategy be based on? 1. Design of the service metrics 2. Business continuity strategy 3. Business impact analysis (BIA) 4. Risk assessment A. 1, 2 and 4 only B. 1, 2 and 3 only C. 2, 3 and 4 only D. 1, 3 and 4 only

C. 2, 3 and 4 only

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

C. To plan changes and help avoid conflicts

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

C. To streamline the fulfillment workflow

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

What can be used to help determine the impact level of a problem? A. Definitive media library (DML) B. Configuration management system (CMS) C. Statement of requirements (SOR) D. Standard operating procedures (SOP)

B. Configuration management system (CMS)

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

B. Partners refers to suppliers and vendors

Which service management dimension is focused on activities and how these are coordinated? A. Partners and suppliers B. Information and technology C. Value streams and processes D. Organizations and people

C. Value streams and processes

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

D. Fulfilment of business service requests

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

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

Which is a supplier category? A. Technical B. Commodity C. Customer D. Resource

D. Resource

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

D. Supporting services view

Which is NOT a structure of service desk that is described in the ITIL service operation guidance? A. Local B. Centralized C. Outsourced D. Virtual

C. Outsourced

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

C. Processes and procedures

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

C. Service level management

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

C. Service management

What three elements make up the Service Portfolio? A. Customer portfolio, service catalogue and retired services B. Customer portfolio, configuration management system and service catalogue C. Service pipeline, service catalogue and retired services D. Service pipeline, configuration management system and service catalogue

C. Service pipeline, service catalogue and retired services

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

C. Service portfolio management

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

C. Service relationship management

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

C. Start where you are

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

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

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)

C. The naming convention and expected frequency of each type of release

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

Which function is responsible for the management of a data centre? A. Technical management B. Service desk C. Application management D. Facilities management

D. Facilities management

Which is an example of improving service utility using service management automation? A. Pre-determined routing of a service request B. Reducing the time to compile service data C. Monitoring service availability D. Faster resource allocation

D. Faster resource allocation

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 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

D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

Which statement BEST describes the value of service strategy to the business? A. It allows higher volumes of successful change B. It reduces unplanned costs through optimized handling of service outages C. It reduces the duration and frequency of service outages D. It enables the service provider to understand what levels of service will make their customers successful

D. It enables the service provider to understand what levels of service will make their customers successful

Which statement about IT service management is CORRECT? D18912E1457D5D1DDCBD40AB3BF70D5D 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

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

Which statement about the 'service desk1 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 value chain activity ensures the availability of service components? A. Improve B. Deliver and support C. Engage D. Obtain/build

D. Obtain/build

Which are the elements of process control? A. Inputs, outputs and triggers B. Work instructions, procedures and roles C. Resources, capabilities and metrics D. Process owner, policy and objectives

D. Process owner, policy and objectives

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner? A. Focus on value B. Start where you are C. Collaborate and promote visibility D. Progress iteratively with feedback

D. Progress iteratively with feedback

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

A. By using a combination of practices

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

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

A. It should always be used to support direct observation

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

Which is one of the five aspects of service design? A. Management information systems and tools B. Risk analysis and management approach C. Management policy for business case creation D. Corporate governance and policy

A. Management information systems and tools

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

A. Reduces the likelihood and impact of incidents

Which processes are responsible for the regular review of underpinning contracts? A. Supplier management and service level management B. Supplier management and change management C. Availability management and service level management D. Supplier management and availability management

A. Supplier management and service level management

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

A. The urgency and impact

What do customer perceptions and business outcomes help to define? A. The value of a service B. Service metrics C. The total cost of a service D. Key performance indicators (KPIs)

A. The value of a service

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

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

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

What is the CORRECT definition of service management? A. A set of specialized assets for transitioning services into the live operational environment B. A set ofspecialized organizational capabilities for delivering value to customersin the form of services C. The capability of supplier to deliver services to providers in exchange for money D. The capability of service providers to minimize their costs without reducing the value of the services

B. A set of specialized organizational capabilities for delivering value to customers in the form of services

What is an event? A. The addition, modification, or removal of anything that could have a direct or indirect effect on services B. Any change of state that has significance for the management of a service or other configuration item C. Cause of one or more incidents D. An unplanned interruption to a service or reduction in the quality of a service

B. Any change of state that has significance for the management of a service or other configuration item

Which practice would help a user gain access to an application that they need to use? A. Service configuration management B. Change enablement C. Service request management D. Service level management

B. Change enablement

Which is the correct combination of items that makes up an IT service? A. Customers, providers and documents B. Information technology, people and processes C. Information technology, networks and people D. People, processes and customers

B. Information technology, people and processes

Which are elements of the service value system? A. Service provision, service consumption, service relationship management B. Governance, service value chain, practices C. Outcomes, utility, warranty D. Customer value, stakeholder value, organization

B. Governance, service value chain, practices

What is the effect of increased automation on the 'service desk1 practice? A. Increased ability to focus on fixing technology instead of supporting people B. Greater ability to focus on customer experience when personal contact is needed C. Elimination of the need to escalate incidents to support teams D. Decrease in self-service incident logging and resolution

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

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

Where should all master copies of controlled software and documentation be stored? A. In the definitive capacity library B. In the definitive media library C. In the definitive security library D. In the definitive production library

B. In the definitive media library

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

B. Incident management

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 D18912E1457D5D1DDCBD40AB3BF70D5D C. Meetings are always the best method of communication D. It is stored in the configuration management system

B. It has an intended purpose or a resultant action

Which service transition process provides guidance about converting data into information? A. Change evaluation D18912E1457D5D1DDCBD40AB3BF70D5D B. Knowledge management C. Service validation and testing D. Service asset and configuration management

B. Knowledge management

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

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

Which statement about metrics is CORRECT? A. Process metrics can be used to measure end-to-end service performance B. Technology metrics can be used to measure component performance and availability C. Process metrics can be used to measure the utilization of a supplier's network D. Technology metrics can be used to determine the overall health of a process

B. Technology metrics can be used to measure component performance and availability

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

B. The problem remains in the known error status

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

B. Think and work holistically

Which is the CORRECT of the 'R' role in a RACI matrix? A. This role ensures that activities are executed correctly B. This role has ownership of the end result C. This role is involved in providing knowledge and input D. This role ensures the flow of information to stakeholders

B. This role has ownership of the end result

Which is a purpose of the 'service desk' practice? A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible B. To be the entry point and single point of contact for the service provider with all of its users C. To support the agreed quality of a service by handling all pre-defined, user-initiated service requests D. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

B. To be the entry point and single point of contact for the service provider with all of its users

What is the purpose of service-level management? A. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications. B. To ensure that all current and planned IT services are delivered to agreed achievable targets. C. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. D. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).

B. To ensure that all current and planned IT services are delivered to agreed achievable targets.

What is the purpose of the 'problem management' practice? A. To protect the information needed by the organization to conduct its business B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors C. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

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

B. Utility

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

B. outcomes

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. service value system C. 'service request management' practice D. four dimensions of service management

B. service value system

What is a problem? A. An addition or modification that could have an effect on services B. Any change of state that has significance for the management of a configuration item C. A cause or potential cause of one or more incidents D. An unplanned reduction in the quality of a service

C. A cause or potential cause of one or more incidents

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

C. A formal plan to implement improvements to a service or process

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

C. Access management

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

C. Budgeting

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

C. Corporate culture of the organization

Which statement about change management is CORRECT? A. It optimizes overall business risk B. It optimizes financial exposure C. It ensures that all changes are authorized by the change advisory board (CAB) D. It ensures that service requests follow the normal change management process

C. It ensures that all changes are authorized by the change advisory board (CAB)

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

C. It helps direct the incident to the correct support area

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

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

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 provides an outcome-based view of services D. It facilitates the automatic collection of metrics

C. It provides an outcome-based view of services

What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach? A. An initial baseline assessment B. The production of a detailed CSI plan C. Verifying that improvement targets have been achieved D. Understanding priorities for improvement

C. Verifying that improvement targets have been achieved

Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness? A. Service operation B. Service transition C. Continual service improvement D18912E1457D5D1DDCBD40AB3BF70D5D D. Service strategy

Continual service improvement D18912E1457D5D1DDCBD40AB3BF70D5D

Which of the following is an example of workaround? A. A defective network switch is replaced with a new one B. An email server is restored after an incident is reported C. Server memory is increased when the server is unresponsive D. A server is restarted to resolve an incident

D. A server is restarted to resolve an incident

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

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

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

D. Continual improvement

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.

D. Determine who the service consumer is in each situation.

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

D. Recommendations that help an organization when adopting a service management approach

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

D. The guiding principles

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

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