ITIL 4

What is an Event? 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

A. A change of state that has significance for the management of a configuration item

What is a standard change? A. A change that is well understood, fully documented and pre-authorized B. A change that needs to be assessed, authorized, and scheduled by a change authority C. A change that doesn't need risk assessment because it is required to resolve an incident D. A change that is assessed, authorized, and scheduled as part of 'continual improvement'

A. A change that is well understood, fully documented and pre-authorized

What is the definition of an event? A. Any change of state that has significance for the management of a service or other configuration item B. Any component that needs to be managed in order to deliver an IT service C. An unplanned interruption to a service or reduction in the quality of a service D. Any financially valuable component that can contribute to the delivery of an IT product or service

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

Which is considered by the guiding principle 'collaborate and promote visibility' A. Cooperation between Teams B. Customer and user experience C. Reductions in human error D. End to end service visibility

A. Cooperation between teams Cooperation and collaboration are better than isolated work, which is frequently referred to as 'silo activity' Silos can occur through the behavior of individuals and teams, but also through structural causes

Which role is a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption? A. Customer B. User C. Sponsor D. Service Provider

A. Customer

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 management activities result in improvements

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

What is the service value chain? A. It is 6 activities that create and manage products and services B. It is 6 activities that transform value into demand C. It describes a single value stream that creates a product or service D. It describes a combo of activities and practices for a particular scenario

A. It is 6 activities that create and manage products and services

Which practices systematically observes services and service components, and records and reports selected changes of state identified as events? A. Monitoring and event management B. Problem management C. Incident management D. Service level management

A. Monitoring and event management

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

Which concept describes how ALL the components and activities of an organization work together to enable value creation? A. Service value system B. Service relationship management C. Service value chain D. Service offering

A. Service Value System The ITIL SVS describes how all the components and activities of the organization work together as a system to enable value creation

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 practice has a purpose to ensure that accurate and reliable information about services is available when and where it is needed? A. Service configuration management B. Service Desk C. Release management D. Service level management

A. Service configuration management

Which practice includes the classification and ownership of queries and requests from users? A. Service desk B. Incident management C. Change control D. Service level management

A. Service desk

Which practice has a purpose that includes ensuring that the delivery of a service can be properly assessed, monitored, and managed? A. Service level management B. Incident management C. Deployment management D. Service Desk

A. Service level management

The purpose of the 'monitoring and event management' practice is to systematically observe ? and service components A. Services B. Problems C. Users D. Incidents

A. Services The purpose of the monitoring and event management practice is to systematically observe services and service components, and record and report selected changes of state identified as events

Which practice ensures that the organization's suppliers and their performances are managed appropriately to support the seamless provision of quality products and services? A. supplier management B. deployment management C. problem management D. incident management

A. Supplier management

Which is a recommendation of the 'continual improvement' practice? A. There should be at least a small team dedicated to leading 'continual improvement' efforts B. All improvements should be managed as multi-phase projects C. Continual improvement should be isolated from other practices D. External suppliers should be excluded from improvement initiatives

A. There should be at least a small team dedicated to leading continual improvement efforts

Which value chain activity ensures people understand the organization's vision? A. improve B. plan C. Deliver and support D. obtain/build

B. Plan

What is the definition of change? A. To add modify or remove anything that could have a direct or indirect effect on services B. To ensure that accurate and reliable information about the configuration of services is available C. To make new and changed services and features available for use D. To move new or changed hardware, software, or any other component to live environments

A. To add modify or remove anything that could have direct or indirect effect on services

What is the functionality offered by a product or service to meet a particular need? A. Warranty B. Risk C Utility D. Value

A. Utility

What is the perceived benefits, usefulness and importance of something? A. Value B. An outcome C. Warranty D. A service offering

A. Value

What term is defined as 'assurance that a product of service will meet agreed requirements? A. Warranty B. Problem C. Incident D. Risk

A. Warranty

Which statement about a change authority is CORRECT? A. A single change authority should be assigned to authorize all types of change and change models B. A change authority should be assigned for each type of change and change model C. Normal changes are pre-authorized and do not need a change authority D. Emergency changes can be implemented without authorization from a change authority

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

What type of change needs to be scheduled, assessed, and authorized? A. An application change B. A normal change C. A standard change D. An emergency change

B. A normal change

The purpose of the 'service request management' practice is to support the agreed quality of a service by handling all ?, user initiated service requests in an effective and user-friendly manner A. Emergency B. Pre-defined C. Manual D. Low-priority

B. Pre-defined

What is the service value chain? A. The means by which an organization is directed and controlled B. A set of interconnected activities that an organization performs to deliver a service C. A set of organizational resources designed for performing work to create value D. A description of how components and activities work together to enable value creation

B. A set of interconnected activities that an organization performs to deliver a service

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

B. Accurate and carefully analysed data

What is the definition of a configuration item? A. Any change of state that has significance for the management of a service or other configuration item B. Any component that needs to be managed in order to deliver an IT service C. An unplanned interruption to a service or reduction in the quality of a service D. Any financially 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

What is the definition of an IT asset? A. A tangible or intangible deliverable of an activity B. An valuable component that can contribute to delivery of an IT service C. The amount of money spent on a specific activity or resource D. A person who uses service

B. Any valuable component that can contribute to delivery of an IT service

Which practice has activities that everyone in the organization should contribute to? A. Service Level management B. Continual Improvement C. Change control D. Problem management

B. Continual Improvement

Which is considered by the guiding principle 'focus on value?' A. Cooperation between Teams B. Customer and User experience C. Reductions in human error D. End to end service visibility

B. Customer and User experience

Which value chain activity provides a good understanding of stakeholder needs? A. Plan B. Engage C. Deliver and Support D. Design and Transition

B. Engage

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

Which practice plans and manages the full lifecycle of all IT assets, to help the organization; maximize value, control costs, manage risks, support decision-making about purchase, re-use, and disposal of assets A. Service configuration management B. IT asset management C. Service Desk D. Monitoring and event management

B. IT asset management

What other practices make use of the 'service desk' practice to capture demand? A. Problem management and incident management B. Incident management and request management C. Request management and change control D. Change control and problem management

B. Incident management and request management

What dimension includes the information and knowledge necessary for the management of services, as well as the technologies required and the information created, managed, and used in the course of service provision and consumption A. Organizations and people B. Information and technology C. Partners and Suppliers D. Value streams and processes

B. Information and technology

What should be done for every problem? A. It should be diagnosed to identify possible solutions 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 have a workaround to reduce the impact

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

What are the key inputs to the ITIL service value system? Select ONE answer A. Products and services B. Opportunity and demand C. Outcomes and value D. Governance and practices

B. Opportunity and demand

Which guiding principle recommends using technology only when it provides a clear benefit? A. Progress iteratively with feedback B. Optimize and automate C. Keep it simple and practical D. Start where you are

B. Optimize and automate

Which guiding principle says technology can help organizations to scale up, and take on frequent and repetitive tasks? A. Start where you are B. Optimize and automate C. Keep is simple and practical D. Think and work holistically

B. Optimize and automate

Which value chain activity ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization? A. Design and transition B. Plan C. Obtain/build D. Engage

B. Plan

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

B. Service request management

Which guiding principle recommends assessing the current state and deciding what can be re-used? 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 is intended to help an organization adopt and adapt ITIL guidance A. The four dimensions of service management B. The guiding principle C. The service value chain D. Practices

B. The guiding principles

Which is the purpose of the 'monitoring and event management' practice? A. To ensure the 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

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

B. Understand how each element contributes to value creation

What is co-created through active collaboration between providers and consumers? A. Utility B. Value C. Risk D. Warranty

B. Value

The assurance that a product or service will meet agreed requirements A. IT assets B. Warranty C. Services D. Practices

B. Warranty

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 role is MOST likely to contact the service desk to ask for help? A. A customer B. A sponsor C. A user D. A supplier

C. A User

Which is NOT an example of a service request A. A request for information about how to create a document B. A request for access of a file location C. A request to resolve an unplanned interruption to a service D. A request to provide a laptop to a user

C. A request to resolve an unplanned interruption to a service

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

C. A standard change

Which is the BEST description of an organization? A. Any private company that acts as a service provider B. Any person or group of people that acts as a service consumer C. Any person or group of people that is responsible for what is achieves D. Any private company or a public body

C. Any person or group of people that is responsible for what it achieves

Which is a key activity in the 'continual improvement' practice A. Resolving incidents B. Conducting service reviews C. Creating business cases D. Authorizing changes

C. Creating business cases

What term describes an unplanned reduction in the quality of a service? A. Warranty B. Problem C. Incident D. Risk

C. Incident

Which practice has an impact on the customer's perception of the service provider, by restoring services? A. Monitoring and event management B. Problem Management C. Incident Management D. Service Level Management

C. Incident Management

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 elements 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 are the key outputs of the ITIL service value system? A. Products and services B. Opportunity and demand C. Outcomes and value D. Governance and practices

C. Outcomes and value

What dimension encompasses an organization's relationships with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes

C. Partners and suppliers

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

Which practice has a purpose that includes managing workarounds and known errors? A. Release management B. Incident management 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

Which describes outcomes? A. Tangible or intangible deliverables B. Functionality offered by a product or service C. Results desired by a stakeholder D. Configuration of an organization's resources

C. Results desired by a stakeholder

What is most likely to assist with the resolution of simple incidents? A. identifying a temporary team to work together B. Invoking disaster recovery plans C. Scripts for collecting information from users D. Detailed knowledge and expertise of support staff

C. Scripts for collecting information from users

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 'service desk' practice? A. Service desks should avoid the use of automation B. Service desks should be highly technical C. Service desks should understand the business D. Service desks should be a physical team in a single fixed location

C. Service desks should understand the business

Which practice's purpose is to support the agreed quality of a service by handling all pre-defined, user initiated service requests in an effective and user friendly manner A. Incident management B. Problem management C. Service request management D. Service level management

C. Service request management

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

Which statement about incident escalation and resolution is CORRECT? A. Incident escalation should be based on support staff availability, which will help identify the correct team B. Disaster recovery plans should be invoked when an incident exceeds its target resolution time C. Some incidents should be resolved by the users themselves using self-help D. Complex incidents should be escalated to the appropriate supplier

C. Some incidents should be resolved by the users themselves using self help

Which role authorizes budget for service consumption? A. customer B. User C. Sponsor D. Service provider

C. Sponsor

Which guiding principle recommends carrying out an assessment to understand what can be reused? A. Focus on value B. Collaborate and promote visibility C. Start where you are D. Think and work holistically

C. Start where you are

Which practice is responsible for moving components to live environments? A. Change control B. Release management C. IT asset management D. Deployment management

D. Deployment management

What is the PRIMARY use of a change schedule? A. To support 'incident management' and improvement planning B. To manage emergency changes C. To plan changes and help avoid conflict D. To manage standard changes

C. To plan changes and help avoid conflict

Service management is a set of specialized organizational capabilities for enabling value for customers in the form of ? A. practices B. warranty C. services D. IT assets

C. services

What is the difference between 'change control' and 'organizational change management?

Change control manages changes to products and services, organizational change management manages the ...

Which two concepts are within the scope of the 'organization and people' dimension of service management? 1.Roles 2.Applications 3.Contracts 4.Culture A. 1 & 2 B. 2 & 3 C. 3 & 4 D. 1 & 4

D. 1 & 4

What is the service value system? A. The means by which an organization is directed and controlled B. A set of interconnected activities that an organization performs to deliver a service C. A set of organizational resources designed for performing work to create value D. A description of how components and activities work together to enable value creation

D. A description of how components and activities work together to enable value creation

A service provider describes a package that includes a laptop with software, licenses, and support. What is this an example of? A. Value B. An outcome C. Warranty D. A service offering

D. A service offering

Which describes product? A. Tangible or intangible deliverables B. Functionality offered by a product or service C. Results desired by a stakeholder D. Configuration of an organization's resources

D. Configuration of an organization's resources

Which practice uses models and techniques in the support of the overall organizational strategy? A. Service request management B. Service desk C. Change control D. Continual improvement

D. Continual improvement

Which value chain activity ensures that services are delivered and supported according to agreed specifications and stakeholders expectations? A. Engage B. Plan C. Design and Transition D. Deliver and Support

D. Deliver and Support

Which statement about the value chain activities is correct? A. Every practice belongs to a specific value chain activity B. A specific combination of value chain activities and practices forms a service relationship C. Service value chain activities form a single stream that enables value creation D. Each value chain activity contributes to the value chain by transforming specific inputs into outputs

D. Each value chain activity contributes to the value chain by transforming specific inputs into outputs

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

What is within the scope of 'the information and technology' dimension of service management? A. Relationships with other organizations that are involved in the design of technology services B. Activities and workflows needed to deliver technology services to customers C. Collaboration and communication of information by technical staff D. Information created and used in the course of service provision and consumption

D. Information created and used in the course of service provision and consumption

How does the guiding principle 'start where you are' recommend that observation and measurement should be used? A. measurement should be the primary means of assessing current status, supported by observation B. measurement should be the single means of assessing current status C. observation should be the single means of assessing current status D. Observation should be the primary mean of assessing current status, supported by measurement

D. Observation should be the primary mean of assessing current status, supported by measurement

Which value chain activity delivers service components? A. Plan B. Design and transition C. Engage D. Obtain/build

D. Obtain/build

Which value chain activity communicates the status for 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 lot of 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

The purpose of the 'information and security management' practice is to [?] the organization's information? A. Store B. Provide C. Audit D. Protect

D. Protect

Which practice is responsible for making new and changed service features available for use? A. Change control B. Release management C. IT asset management D. Deployment management

D. Release management

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

D. Roles and responsibilities

Which practice enables users to ask for help and information? A. Incident management B. Problem management C. Change control D. Service Desk

D. Service Desk

Which practice includes carrying out service reviews? A. Incident management B. Problem management C. Service request management D. Service level management

D. Service level management

What role do service providers and service consumers have in relation to risk? A. Consumers help service providers to achieve outcomes, which reduces service provider risk B. Consumers should manage the detailed level of risk on behalf of the service provider C. Service providers help consumers to achieve outcomes, which eliminates consumer risk D. Service providers should manage the detailed level of risk on behalf of the consumers

D. Service providers should manage the detailed level of risk on behalf of the consumer

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

Which guiding principles considers how the four dimensions of service management work together to create value? A. Start where you are B. Optimize and automate C. Keep is simple and practical D. Think and work holistically

D. Think and work holistically

Which is the purpose of the 'service configuration management' practice? A. to plan and manage the full lifecycle of all IT assets to help the organization to maximize value and control costs B. To maximize the number of successful IT changes by ensuring that risks have been properly assessed and the change authorized C. To systematically observe services and service components and record and report selected changes of state D. To ensure that accurate and reliable information about services and the component that supports them is available when and where it is needed

D. To ensure that accurate and reliable information about services and the components that support them is available when and where it is needed

Which dimension of service management includes an integrated and coordinated way to deliver services? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes

D. Value streams and processes

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

D. Value streams and processes

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 process

D. it needs a practical understanding of the business process