Which is included in the purpose of the “design and transition” value chain activity?

What is a recommendation of the “focus on value” guiding principle?

Which practice owns and manages issues, queries and requests from users?

Which dimension includes a workflow management system?

A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

Which are elements of the service value system?

What can a service remove from the consumer and impose on the consumer?

What is a change schedule used for?

Which directly assists with the diagnosis and resolution of simple incidents?

Which does the ITIL service value system discourage?

When should a workaround be created?

What is a definition of a problem?

What is the definition of warranty?

Which two are considered part of the “organizations and people” dimension of service management?

1. Systems of authority
2. Culture
3. Relationships between organizations
4. Workflows

What is defined as any financially valuable component that can contribute to the delivery of a service?

Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

Which statement about outcomes is CORRECT?

Which practice has a purpose that includes managing authentication and non-repudiation?

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

Which guiding principle recommends standardizing and streamlining manual tasks?

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

Identify the missing word in the following sentence.

A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.

What should be done to determine the appropriate metrics for measuring a new service?

What is defined as an unplanned interruption or reduction in the quality of a service?

In which step of the “continual improvement model” is an improvement plan implemented?

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

Which approach is CORRECT when applying the guiding principle “keep it simple and practical”?

An SLA is a service level agreement.

Which describes the “watermelon SLA” effect?

What is a configuration item?

Which action is performed by a service provider?

Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?

Which statement about the “service request management” practice is CORRECT?

Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

Identify the missing word in the following sentence.

A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services.

Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?

Which of the following is the MOST important for effective incident management?

Which is NOT a component of the service value system?

Which describes a set of defined steps for implementing improvements?

Which stakeholders co-create value in a service relationship?

Which of these should be logged and managed as a problem?

Which dimension includes activities and workflows?

Which statement about the use of measurement in the “start where you are” guiding principle is CORRECT?

Which is a purpose of the “service level management” practice?

Which role approves the cost of services?

Which practice forms a link between the service provider and the users of services?

Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

Which is a use of the change schedule?

Which statement about “continual improvement” is CORRECT?

Which statement about value creating activities is CORRECT?

What is a cause, or potential cause, of one or more incidents?

Which statement about service requests is CORRECT?

What is the definition of a problem?

Which practice performs reviews to ensure that services continue to meet the needs of the customers?

Which practice handles all pre-defined user-initiated service actions?

Which statement about the steps to fulfill a service request is CORRECT?

Which is a key requirement for a successful service level agreement?

Which describes normal changes?

In which two situations should the ITIL guiding principles be considered?

1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant

What should be used to set user expectations for request fulfillment times?

What is an incident?

Which is an example of a business related measurement?

What actions does a service desk take for all issues, queries and requests that are reported to them?

Which is a purpose of release management?

What is a service?

Which dimension of service management considers the workflows and controls needed to deliver services?

Which step of the continual improvement model includes baseline assessments?

Which is provided by the “engage” value chain activity?

Which guiding principle says that it is not usually necessary to build something new?

Which MOST helps an organization adapt ITIL concepts so that they apply to the organization’s specific circumstances?

Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

Which service value chain activity deals with the purchase of new products?

Which is the MOST important stakeholder group that a service provider needs to collaborate with?

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

What is defined as a cause, or potential cause, of one or more incidents?

When planning “continual improvement”, which approach for assessing the current state of a service is CORRECT?

What is the expected outcome from using a service value chain?

Which guiding principle recommends coordinating all dimensions of service management?

What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

What is defined as a change of state that has significate for the management of an IT service?

What describes the steps needed to create and deliver a specific service to a consumer?

Which is an external input to the service value chain?

What is recommended by the guiding principle “progress iteratively with feedback”?

Which TWO are important aspects of the “service request management” practice?

1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals

Which guiding principle considers how the steps of a process can be performed as efficiently as possible?

Which describes a “change authority”?

Which is part of the “focus on value” guiding principle?

Which practice includes management of workarounds and known errors?

What is the MAIN benefit of “problem management”?

What aspect of “service level management” asks service consumers what their work involves and how technology helps them?

Identify the missing word in the following sentence.

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed.

Which activity is NOT recommended by the “start where you are” guiding principle?

Which practice has a purpose that includes ensuring that risks have been properly assessed?

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

How does a service consumer contribute to the reduction of risk?

Which statement about outcomes is CORRECT?

What is the purpose of the “relationship management” practice?

Which term is used to describe the prediction and control of income and expenditure within an organization?

Which dimension includes the knowledge needed for the management of services?

Which statement about the automation of service requests is CORRECT?

Which is included in the purpose of the “service level management” practice?

Which guiding principle considers customer and user experience?

What is required by all service desk staff?

Which statement about the “incident management” practice is CORRECT?

Which is NOT a component of the service value system?

Which is part of the definition of a customer?

Which activity is part of the “continual improvement” practice?

Which guiding principle discourages “silo activity“?

Which describes a CORRECT approach to change authorization?

Which is included in the purpose of the “improve” value chain activity?

For which purpose would the continual improvement practice use a SWOT analysis?

When should a full risk assessment and authorization be carried out for a standard change?

When should the effectiveness of a problem workaround be assessed?

What helps diagnose and resolve a simple incident?

Which skill is an essential part of the “service level management” practice?

How should the workflow for a new service request be designed?

Where should all master copies of controlled software and documentation be stored?

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

Identify the missing word in the following sentence.

A user is [?] that uses services.

Which usually requires a team of representatives from many stakeholder groups?

Which statement about the “change enablement” practice is CORRECT?

Which practice establishes a channel between the service provider and its users?

How should an organization prioritize incidents?

Which practice has a strong influence on the user experience and perception of the service provider?

Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

A service offering may include goods, access to resources, and service actions. Which is an example of a service action?

Which will help solve incidents more quickly?

Which of the four dimensions includes the knowledge bases needed to deliver and manage services?

Which is the BEST type of resource for investigating complex incidents?

Which TWO types of competence are MOST important for service desk staff?

1.Knowledge of business processes

2.Collaboration skills

3.Advanced technical knowledge

4.Workflow design skills

Which statement about emergency changes is CORRECT?

Identify the missing word in the following sentence.

A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

What are the three phases of “problem management”?

What is the purpose of the “information security management” practice?

Which is a supplier category?

What is the PRIMARY use of a change schedule?

Which gives a user access to a system?

Which value chain activity ensures that service components meet agreed specifications?

Which of these activities is carried out as part of “problem management”?

Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

Which is a purpose of the “relationship management” practice?

Which statement about service relationship management is CORRECT?

Identify the missing words in the following sentence.

The “incident management” practice should maintain [?] for logging and managing incidents.

Identify the missing word in the following sentence.

A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.

What varies in size and complexity, and uses functions to achieve its objectives?

Staff in an IT organization are very busy, mostly carrying out tasks that add little to no value to the organization or its customers. Which guiding principle recommend that the unnecessary work should be eliminated?

What is defined as “any component that needs to be managed in order to deliver an IT service”?

Which is CORRECT about change authorization?

Which practice coordinates the classification, ownership and communication of service requests and incidents?

Which dimension considers how knowledge assets should be protected?

Which service level metrics are BEST for measuring user experience?

Which is a purpose of the “engage” value chain activity?

Identify the missing word in the following sentence.

The use of [?] should support, not replace what is observed, when using the “start where you are” guiding principle.

Which process is used to compare the value that new services offer with the value of the services they have replaced?

What are guiding principles?

What is a change schedule PRIMARILY used for?

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

What does “change enablement” PRIMARILY focus on?

Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

Which statement about problems is CORRECT?

What is the MOST important reason for prioritizing incidents?

An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

Which statement about a service value stream is CORRECT?

Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?

Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?

Which TWO of the following statements are MOST associated with the ‘optimize and automate’ guiding principle?

1. It is important to assess which method of communication is appropriate for each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components’ parts are related.
3. Organizations should consider whether technology could improve the efficiency of manual processes.
4. It is important to understand the organization’s objectives when assessing the impact of potential improvements.

What term is used to describe the functionality of a service?

What is warranty?

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?

What are the MOST important skills required by service desk staff?

Identify the missing word in the following sentence.

The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.

How should automation be implemented?

What do customer perceptions and business outcomes help to define?

Which guiding principle focuses on reducing costs and human errors?

What is used to link activities within the service value chain?

What includes governance as a component?

Identify the missing word(s) in the following sentence.

The service desk should be the entry point and single point of contact for the [?] with all of its users.

Which practice provides users with a way to get various requests arranged, explained and coordinated?

Which is a risk that might be removed from a service consumer by an IT service?

Which “service level management” activity helps staff to deliver a more business-focused service?

What is the purpose of the “deployment management” practice?

What term is used to describe whether a service will meet availability, capacity and security requirements?

Which dimension considers the application of artificial intelligence to service management?

Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

Which statement about emergency changes is CORRECT?

Which practice ensures that a variety of access channels are available for users to report issues?

Which is part of service provision?

Identify the missing words in the following sentence.

The management of information security incidents usually requires [?].

Which two statements about an organization’s culture are CORRECT?

1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization