ITIL Exams

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 the main benefit of following the guiding principle of 'progress iteratively with feedback'? A. Faster responses to customers and business needs B. Overall lower quality in the project C. Resuced flexibility D. Longer periods of time before a product is delivered

A. Faster responses to customers and business needs

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

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

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

A. Incident management

Which statement about 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

Which is the BEST description of a business case? A. A decision support and planning tool that details the likely consequences of a business action B. A document that details the terms of a service for particular customers in the same company C. A complaint by the business about a missed service level D. The terms and conditions in an IT outsource contract

A. A decision support and planning tool that details the likely consequences of a business action

The remediation plan should be evaluated at what point in the change lifecycle? A. Before the change is approved B. Immediately after the change has failed and needs to be backed out C. After implementation but before the post implementation review D. After the post implementation review has identified a problem with the change

A. Before the change is approved

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

A. A service

Which do technology metrics measure? A. Components B. Processes C. The end-to-end service D. Customer satisfaction

A. Components

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 is an objective of service operation? A. To coordinate and carry out the activities and processes required to deliver services to the business and manage them at agreed levels B. To successfully release services into a live or supported environment C. To identify opportunities to provide services and exploit them D. To define the capability required to deliver the IT strategy

A. To coordinate and carry out the activities and processes required to deliver services to the business and manage them at agreed levels

Which is NOT a defined area of value? A. Customer preferences B. Business policies C. Customer perceptions D. Business outcomes

B. Business policies

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

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

B. Utility

What does a centralized service desk require? A. Walk-in service hours B. Robotic process automation C. Good workflow systems from routing and escalation D. Outsourced employees

C. Good workflow systems from routing and escalation

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

How often should the guiding principles be changed within your organization? A. Monthly B. Quarterly C. Yearly D. Never

D. Never

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

D. Progress iteratively with feedback

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

D. Service relationship management

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

d. 1 and 4

Your company has recently decided to install a Microsoft SharePoint server to serve as the organization's knowledge base. Which dimension of service management would this decision best be considered? A. Information and technology B. Organizations and people C. Partners and suppliers D. Value streams and processes

A. Information and technology

"How does 'service request management' contribute to the 'deliver and support' value chain activity?" A. It ensures that users continue to be productive when they need assistance from the service provider B. It collects user-specific requirements, sets expectations, and provides status updates C. It analyzes data to identify opportunities to provide new service request options D. By acquiring pre-approved service components

A. It ensures that users continue to be productive when they need assistance from the service provider

Which statement about known errors and problems is CORRECT? A. Known error is the status assigned to a problem after it has been analysed 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 analysed

What is defined as the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels? A. Relationship management B. Service request management C. Service level management D. Service desk

A. Relationship management

Which practice ensures that accurate and reliable information is available about configuration items and relationships between them? A. Service configuration management B. Service desk C. IT asset management D. Monitoring and event management

A. Service configuration management

Which guiding principle requires coordination across the organization in order to best understand how a complicated service works? A. Think and work holistically B. Keep it simple and practical C. Optimize and automate D. Focus on value

A. Think and work holistically

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

What is the definition of a sponsor? A. A person who uses services B. A person who authorizes budget for service consumption C. A person who works for an organization other than the service provider D. A person who defines the requirements for a service and takes responsibility for the outcomes of the service consumption

B. A person who authorizes budget for service consumption

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

B. Accurate and carefully analyzed data

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

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

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

B. By using a combination of practices

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

How does 'service level management' contribute to the 'deliver and support' value chain activity? A. Provides objectives for component and service performance for products and services B. Collects feedback during interactions and communicates service performance objectives to the operations and support teams C. Provides feedback from interactions with customers into new or changed services D. Provides feedback from interactions with customers into new or changed services

B. Collects feedback during interactions and communicates service performance objectives to the operations and support teams

Which is NOT part of the service transition stage of the service lifecycle? A. Successfully deploying service releases into supported environments B. Designing and developing capabilities for service management C. Ensuring that service changes create the expected business value D. Planning the resources required to manage a release

B. Designing and developing capabilities for service management

Which is an objective of application management? A. Defining where the vendor of an application should be located B. Ensuring that the required functionality is available to achieve the required business outcome C. Evaluating the patterns of business activity by types of users D. Agreeing the service levels for the service supported by the application

B. Ensuring that the required functionality is available to achieve the required business outcome

Which process includes 'facilitating good management of service and customer assets' as an objective? A. Service level management B. Financial management for IT services C. Change evaluation D. Service catalogue management

B. Financial management for IT services

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 a customer's initial service targets be recorded before the service level agreement (SLA) is produced? A. In an operational level agreement (OLA) B. In a list of service level requirements (SLR) C. In the service catalogue D. In the configuration management database (CMDB)

B. In a list of service level requirements (SLR)

Which practice would include a formalized process for logging unplanned reduction in the quality of a service? A. Change management B. Incident management C. Problem management D. Service level management

B. Incident management

Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner has already been ordered but it won't arrive for a few days. What would you classify this as? A. Incident B. Known error C. Problem D. Event

B. Known error

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

B. Making new and changed services and features available for use

What is defined as the practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events? A. Problem management B. Monitoring and event management C. Service level management D. Incident management

B. Monitoring and event management

Which type of change needs to be assessed, authorized, and scheduled by a change authority prior to implementing it? A. Standard B. Normal C. Emergency D. All three of these

B. Normal

An Internal IT department would be considered which one of the 'four Ps' of service design? A. Provider B. People C. Partner D. Performer

B. People

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented? A. Service level management B. Problem management C. Change management D. Event management

B. Problem management

Which process is responsible for ensuring that appropriate testing takes place? A. Knowledge management B. Release and deployment management C. Service asset and configuration management D. Service level management

B. Release and deployment 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

B. Service Request 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

Asa iCertify Training student, your desired outcome from taking the course is to pass your ITIL 4 Foundation exam. As the service provider, iCertify Training also measures its success based on the number of students who pass the exam after taking our training.What best describes the activities performed by the service provider (iCertify Training) and the service consumer (student) in order to co-create value and reach the desired outcome (the student passing their exam)? A. Service offering B. Service relationship management C. Service provision D. Service consumption

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

B. The guiding principles

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

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

Which is the purpose of the 'monitoring and event management' practice? A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed B. To systematically observe services and service components, and record and report selected changes of state C. To protect the information needed by the organization to conduct its business D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

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

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

B. Understanding the vision and objectives of the organization

Filling the blank. A service enables [?] co-creation by facilitating outcomes that customers want to achieve. A. Utility B. Value C. Output D. Warranty

B. Value

Which describes the assurance that a product or service will meet agreed requirements? A. Utility B. Warranty C. Value D. Output

B. Warranty

Which does NOT benefit from service automation? A. Monitoring B. Wisdom C. Pattern recognition D. Prioritization

B. Wisdom

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

B. analysed

Identify the missing word in the following sentence. 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

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

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. Normal changes are pre-authorized and do not need a change authority C. A change authority should be assigned for each type of change and change model D. Emergency changes can be implemented without authorization from a change authority

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

What is the best description of an emergency change? A. A change that doesn't need risk assessment because the procedure has been pre-authorized B. A change that needs to be assessed, authorized, and scheduled by a change authority C. A change that must be implemented as soon as possible because it is required to resolve an incident or security issue D. A change that is assessed, authorized, and scheduled as part of 'continual improvement'

C. A change that must be implemented as soon as possible because it is required to resolve an incident or security issue

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

C. A standard change

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

What is the purpose of the 'change control' practice? A. Supporting the agreed quality of a service by handling all pre-defined,user-initiated requests in an effective and user-friendly manner B. Making new and changed services and features available for use C. Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes D. Aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services

C. Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes

What is the next step in the continual service improvement (CSI) approach: 1.What is the vision? 2. Where are we now? 3. Where do we want to be? 4. How do we get there? 5. Did we get there? 6. ? A. What is the return on investment (ROI)? B. How much did it cost? C. How do we keep the momentum going? D. What is the value on investment (VOI)?

C. How do we keep the momentum going?

Which of the following examples is a source of best practice? A. A hardware supplier B. A service management tool C. ISO / IEC 20000 D. A consultancy organization

C. ISO / IEC 20000

You have been asked to create a standard process for approving new accounts on your corporate network. You have been working on this process for about 2 weeks because you are trying to create rules to handle every possible exception to the process. Frustrated, you ask your coworker, Nancy, how she would approach the problem. She states, "Well, I would create a process for the most common three types of account creation which account for 99% of all requests made. Then, create a blanket rule at the end of the process that says, 'If the account doesn't belong to one of the above three categories, elevate the request to your supervisor'. This will allow the supervisors to handle the exception, which only accounts for 1% of all account requests, and you can create that process in just a few hours." What guiding principle is Nancy recommending you to follow with her approach to solving this problem? A. Progress iteratively with feedback B. Optimize and automate C. Keep it simple and practical D. Focus on value

C. Keep it simple and practical

Which term describes the experiences, ideas, insights and values of individuals? A. Data B. Information C. Knowledge D. Governance

C. Knowledge

Which rule should be followed when defining a RACI authority matrix? A. More than one person is accountable B. At least one person is consulted C. Only one person is accountable D. Only one person is responsible

C. Only one person is accountable

iCertify Training Solutions has two departments within the company: Training and Operations. Which dimension of service management is focused on how a company structures its human resources? A. Partners and suppliers B. Value streams and processes C. Organizations and people D. Information and technology

C. Organizations and people

What is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service? A. Memorandum of Understanding B. Business Partnership Agreement C. Service Level Agreement D. Interconnection Service Agreement

C. Service Level Agreement

Which is a recommendation of the 'service desk' practice? A. Service desks should never use technologies such as SMS and chat function B. Service desks should be highly technical functions C. Service desks should have a practical understanding of the wider business D. Service desks should always be a physical team in a single fixed location

C. Service desks should have a practical understanding of the wider business

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

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

Fillin the blank. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services. A. Activities B. Practices C. Service value system D. Service value chain

C. Service value system

Which do service metrics measure? A. Functions B. Maturity and cost C. The end-to-end service D. Infrastructure availability

C. The end-to-end service

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

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

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

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

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

C. Well defined Process and Procedures

"What is the step after 'how do we keep the momentum going' in the continual improvement model?" A. Did we get there B. How do we get there C. What is the vision D. Where are we now

C. What is the vision

Identify the missing words in the sentence. The purpose of the ________________ is to ensure that the organization continually following is 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

Identify the missing word(s) in the following sentence.Warranty is the assurance that a product or service will meet [?] requirements. A. The contracted B. Established C. Inexpensive D. Agreed

D. Agreed

Who can report an incident? A. Service desk analyst B. End user C. System administrator D. Anyone

D. Anyone

Fill in the blank. Service requests and their fulfillment should be standardized and [?] to the greatest degree possible A. Increased B. Reduced C. Eliminated D. Automated

D. Automated

Your team is working on developing a new service and has chosen to use an Agile method of working. As part of this, your team has created an 'information radiator' in the common areas of your floor of the office. This 'information radiator' contains the list of things that must be done in the project, the current status of the project, a listing of risks associated with the project, and the overall objective/goal of the project. Based on the information provided in this scenario, which guiding principle is being demonstrated through the use of this 'information radiator'? A. Focus on value B. Keep it simple and practical C. Optimize and automate D. Collaborate and promote visibility

D. Collaborate and promote visibility

Which value chain activity would best be used to categorize the actions of the service desk when they are responding to a consumer's request for assistance? A. Obtain/build B. Improve C. Design and transition D. Deliver and support

D. Deliver and support

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

Which step of the continual improvement model is focused on outlining the steps that will be undertaken by the organization in order to achieve its goals and move the organization closer to achieving its vision? A. Where do we want to be B. Take action C. Where are we now D. How do we get there

D. How do we get there

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

D. Incident management

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

D. It needs a practical understanding of the business processes

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

D. Local

You are working as a part of the problem management team and discovered that multiple incidents are linked together due to a problem with the current version of the web browser installed on the workstations across the network. You have identified that this could be solved by upgrading the web browser to the newest available version. Your team has requested that all of the workstations in the organization receive an updated web browser through the change management activity to solve this problem. Which value chain activity will be responsible for upgrading all the workstations? A. Plan B. Improve C. Engage D. Obtain/build

D. Obtain/build

Which guiding principle should you use to maximize the value of the work carried out by the human and technical resources within an organization? A. Think and work holistically B. Progress iteratively with feedback C. Focus on value D. Optimize and automate

D. Optimize and automate

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

Identify the missing word(s) in the following sentence. A known error is a(n) [?] that has been analyzed but has not been resolved. A. Change B. Incident C. Event D. Problem

D. Problem

The definitive media library is the responsibility of: A. Facilities management B. Access management C. Request fulfilment D. Service asset and configuration management

D. Service asset and configuration management

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

D. Service request management

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

D. Something created by carrying out an activity

A standard change has been initiated to create an email account for a new user. Who should authorize this change? A. The user's manager should authorize the change B. The change authority must authorize all changes C. The user can authorize it themself D. Standard changes are already pre-authorized

D. Standard changes are already pre-authorized

Which of the following lists shows change types defined in ITIL? A. Strategic, emergency and normal B. Strategic, urgent and emergency C. Standard, urgent and normal D. Standard, emergency and normal

D. Standard, emergency and normal