Boost Your Performance in the ITIL 4 Foundation Exam with Mock Tests

Question #1

Which statement about problems is CORRECT?

A. Problems are not related to incidents

B. Problems must be resolved quickly in order to restore normal business activity

C. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis

D. Problem prioritization involves risk assessment

View answer

Correct Answer: D

Question #2

Which gives a user access to a system?

A. Service requirement

B. Service agreement

C. Service consumption

D. Service provision

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Correct Answer: D

Question #3

Which statement about value creating activities is CORRECT?

A. Each value stream should be designed with a specific combination of service value chain activities

B. Service value chain activities have pre-determined dependencies on ITIL practices

C. A value stream is an operating model for creating value through products and services

D. Organizations should ensure that each value stream is applicable to many scenarios

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Correct Answer: A

Question #4

An organization is entering a new market with a range of services. Similar services already exist in the market, and the demand is high. Which is the BEST approach to pricing and charging for the services in the new market?

A. Adopt a short-term Increase in the pricing and margins

B. Adjust competitive prices for the market and competition

C. Ensure service costs are clear to the consumers to help regulate prices

D. Establish long-term contracts with fixed prices to help secure future Income

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Correct Answer: B

Question #5

Which of the following CANNOT be stored and managed by a tool?

A. ata

B. isdom

C. nformation

D. nowledge

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Correct Answer: B

Question #6

Which one of the following functions would be responsible for the management of a data centre?

A. echnical management

B. ervice desk

C. pplication management

D. acilities management

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Correct Answer: D

Question #7

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

A. Service level management

B. Relationship management

C. Service desk

D. Monitoring and event management

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Correct Answer: C

Question #8

Which of the following statements is CORRECT for every process?1. It delivers its primary results to a customer or stakeholder2. It defines activities that are executed by a single function

A. oth of the above

B. only

C. either of the above

D. only

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Correct Answer: B

Question #9

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?

A. Service desk

B. Monitoring and event management

C. Service level management

D. Continual improvement

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Correct Answer: D

Question #10

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

A. What is the vision?

B. How do we get there?

C. Take action

D. Did we get there?

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Correct Answer: C

Question #11

Which one of the following generates demand for services?

A. nfrastructure trends

B. atterns of business activity (PBA)

C. ost of providing support

D. ervice level agreements (SLA)

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Correct Answer: B

Question #12

Which of the following statements is TRUE?

A. Physical copies of all CIs are stored in the DSL

B. Release Management is responsible for managing the organization’s rights and obligations regarding software

C. The DSL contains source code only

D. A change may only be developed from non-definitive versions of software in the case of an urgent release

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Correct Answer: B

Question #13

What does 'change enablement' PRIMARILY focus on?

A. Changes to service levels

B. Changes to products and services

C. Changes to organizational structure

D. Changes to skills and competencies

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Correct Answer: B

Question #14

Which of the following are types of service defined in ITIL?1. Enabling2. Core3. Enhancing4. Computer

A. , 3 and 4 only

B. , 3 and 4 only

C. , 2 and 4 only

D. , 2 and 3 only

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Correct Answer: D

Question #15

Which of the following statements about processes is INCORRECT?

A. he output from a process has to conform to operational norms derived from business objectives

B. he definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"

C. he objective of any IT process should be expressed in terms of business benefits and goals

D. process may define policies, standards and guidelines

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Correct Answer: B

Question #16

Which TWO are important aspects of the 'service request management' practice?1. Standardization and automation2. Providing a variety of channels for access3. Establishing a shared view of targets4. Policies for approvals

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

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Correct Answer: D

Question #17

An insurance company generates sales from its website, from agents in a call center, and from third parties working for other financial service organizations. The product is very product is very popular and users are generally satisfied. The organization regularly collects and analysis data about service consumers, and this shows users have different levels of satisfaction, depending on how the product was sold.What should the insurance company consider NEXT to help resolve the situation?

A. Market relevance

B. Omnichannel delivery

C. Customer analytics

D. Customer feedback

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Correct Answer: D

Question #18

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

A. ervice level management

B. T operations management

C. apacity management

D. ncident management

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Correct Answer: B

Question #19

A Service Design Package should be produced for which of the following?1 A new IT service2 A major change to an IT service3 An Emergency Change to an IT service4 An IT service retirement

A. 1, 2 and 3 only

B. All of the other alternatives apply

C. 1, 3 and 4 only

D. 1, 2 and 4 only

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Correct Answer: D

Question #20

Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?

A. Release management

B. Supplier management

C. Service management

D. Relationship management

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Correct Answer: B

Question #21

Which process is responsible for frequently occurring changes where risk and cost are low?

A. Access management

B. Request Fulfillment

C. Release and Deployment Management

D. Incident Management

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Correct Answer: B

Question #22

Which of the following activities is NOT a part of the Deming Cycle?

A. Act

B. Plan

C. Do

D. Coordinate

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Correct Answer: D

Question #23

Which of these is NOT a responsibility of Application Management?

A. nsuring that the correct skills are available to manage the infrastructure

B. roviding guidance to IT Operations about how best to manage the application

C. eciding whether to buy or build an application

D. ssisting in the design of the application

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Correct Answer: A

Question #24

What is the purpose of the 'deployment management' practice?

A. To make new and changed services and features available for use

B. To move new or changed components to live environments

C. To plan and manage the full lifecycle of all IT assets

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

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Correct Answer: B

Question #25

Who owns the specific costs and risks associated with providing a service?

A. The Service Level Manager

B. The Service Provider

C. The Finance department

D. The Customer

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Correct Answer: B

Question #26

Which of the following is NOT a purpose of Service Transition?

A. To ensure that a service can be managed, operated and supported

B. To provide training and certification in project management

C. To provide quality knowledge of Change, Release and Deployment Management

D. To plan and manage the capacity and resource requirements to manage a release

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Correct Answer: B

Question #27

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

A. Focus on value

B. Start where you are

C. Progress iteratively with feedback

D. Think and work holistically

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Correct Answer: B

Question #28

What do design thinking and service-dominant logic have in common?

A. Both require clearly defined requirements and acceptance criteria

B. Both involve collaborating with customers to ensure their needs are met

C. Both focus on product functionality and on building new features

D. Both focus solely on the needs and problems of the consumers

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Correct Answer: B

Question #29

See the Scenario for additional information.

A. No, because one of them is not relevant to the project goals

B. No, because one of them is not time-bound

C. Yes, they are SMART KPIs

D. No, because one of them is not measurable

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Correct Answer: C

Question #30

An organization is attempting to improve the design, development and transition of new services. It recognizes that some ways of working are not focused on creating value.Which is an example of a working practice that the organization should STOP?

A. Defining the features and functionality of services by relying on the developers' previous experience of designing similar systems for customers

B. Involving users, customers and other stakeholders when communicating desired outcomes in the form of user stones

C. Designing systems with the continual involvement of customers to ensure that any changes in requirements are understood as early as possible

D. Involving customers and users in testing activities to understand whether the service meets the customers' and users’ expectations

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Correct Answer: A

Question #31

Which one of the following can help determine the level of impact of a problem?

A. Definitive media library (DML)

B. Configuration management system (CMS)

C. Statement of requirements (SOR)

D. Standard operating procedures (SOP)

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Correct Answer: B

Question #32

Which statement about the service value chain is CORRECT?

A. The service value chain converts value into demand

B. Each value chain activity uses different combinations of practices to convert inputs into outputs

C. Each value chain activity identifies a requirement for resources from an external supplier

D. The service value chain uses value streams to describe a combination of consumers and providers

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Correct Answer: B

Question #33

Which of the following is NOT an example of Self-Help capabilities?

A. equirement to always call the service desk for service requests

B. enu-driven range of self help and service requests

C. eb front-end

D. direct interface into the back end process handling software

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Correct Answer: A

Question #34

Which of the following are classed as stakeholders in service management?1. Customers2. Users3. Suppliers

A. ll of the above

B. and 3 only

C. and 2 only

D. and 3 only

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Correct Answer: A

Question #35

Which costs are included in the value proposition of a service?

A. Additional expense that the service consumer has because they are using the service

B. Money that the service consumer no longer needs to spend because they are using the service

C. Tangible or intangible results for the service consumer because they are using the service

D. The benefits, usefulness, and importance of the service that are perceived by the service consumer

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Correct Answer: B

Question #36

A large service provider with many staff has built a relationship with a customer and agreed a 10-year contract. Both organizations have shared information freely and responded to requests.Which is MOST LIKELY to be a threat to maintaining the relationship?

A. Scheduling interactions between customer and service provider

B. Changes in service provider and customer staff

C. Failing to explain service provider actions that impact the customer

D. Failing to deal with communication in a timely fashion

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Correct Answer: D

Question #37

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

A. A risk

B. An organization

C. A practice

D. An outcome

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Correct Answer: B

Question #38

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

A. Service provider ceasing to trade

B. Security breach

C. Failure of server hardware

D. Cost of purchasing servers

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Correct Answer: C

Question #39

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

A. Supplier management

B. Change control

C. Relationship management

D. Service desk

View answer

Correct Answer: C

Question #40

Exhibit:What would be the next step in the continual service improvement model (CSI) after (please refer to the exhibit).

A. what is the return on investment?

B. how much did it cost?

C. what is the value on investment?

D. how do we keep the momentum going?

View answer

Correct Answer: D

Question #41

What should be considered as part of the 'partners and suppliers' dimension?

A. The level of integration and formality involved in the relationships between organizations

B. The activities, workflows, controls and procedures needed to achieve the agreed objectives

C. The information created, managed and used in the course of service provision and consumption

D. The required skills and competencies of teams and individual members of the organization

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Correct Answer: A

Question #42

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

A. capacity database

B. definitive media library

C. request for change

D. known error database

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Correct Answer: D

Question #43

Which of the following should be done when closing an incident?1. Check the incident categorization and correct it if necessary2. Check that the user is satisfied with the outcome

A. only

B. oth of the above

C. only

D. either of the above

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Correct Answer: B

Question #44

Order the following Continual Service Improvement (CSI) implementation steps into the CORRECT sequence in alignment with the Plan, Do, Check, Act (PDCA) model.1. Allocate roles and responsibilities to work on CSI initiatives2. Measure and review that the CSI plan is executed and its objectives are being achieved3. Identify the scope, objectives and requirements for CSI 4. Implement CSI enhancement

A. 3-1-2-4

B. 3-4-2-1

C. 1-3-2-4

D. 2-3-4-1

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Correct Answer: A

Question #45

Which of the following BEST describes a problem?

A. n issue reported by a user

B. he cause of two or more incidents

C. serious incident which has a critical impact to the business

D. he cause of one or more incidents

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Correct Answer: D

Question #46

Which of the following are within the scope of service asset and configuration management?1. Identification of configuration items (CIs) 2. Recording relationships between CIs3. Recording and control of virtual CIs4. Approving finance for the purchase of software to support service asset and configuration management

A. , 2 and 3 only

B. ll of the above

C. , 2 and 4 only

D. and 4 only

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Correct Answer: A

Question #47

Which is a key requirement for a successful service level agreement (SLA)?

A. Using individual metrics that relate to the service catalogue

B. Using bundled metrics to relate performance to outcomes

C. Using single-system-based metrics that relate to outputs

D. Using an agreement between the service provider and service supplier

View answer

Correct Answer: B

Question #48

An organization cannot afford the loss that comes from taking risks that go wrong, but they suffer big losses because they often take these risks anyway. What combination of risk capacity and risk appetite this situation?

A. Low risk capacity, high risk appetite

B. High risk capacity, high risk appetite

C. Low risk capacity, low risk appetite

D. High risk capacity, low risk appetite

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Correct Answer: A

Question #49

Effective release and deployment management enables the service provider to add value to the business by?

A. Ensures that the fastest servers are purchased

B. Delivering change, faster and at optimum cost and minimized risk

C. Verifying the accuracy of all items in the configuration management database

D. Ensuring that all assets are accounted for

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Correct Answer: B

Question #50

What is the definition of a problem?

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

B. A cause, or potential cause, of one or more incidents

C. An incident for which a full resolution is not yet available

D. Any change of state that has significance for the management of a configuration item (CI)

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Correct Answer: B

Question #51

Which practice is MOST likely to benefit from the use of chatbots?

A. Service level management

B. Change enablement

C. Continual improvement

D. Service desk

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Correct Answer: D

Question #52

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.

A. problem

B. risk

C. change

D. configuration item

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Correct Answer: C

Question #53

Which of the following is NOT a valid objective of problem management?

A. o prevent problems and their resultant Incidents

B. o manage problems throughout their lifecycle

C. o restore service to a user

D. o eliminate recurring incidents

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Correct Answer: C

Question #54

Which function or process would provide staff to monitor events in an operations bridge?

A. echnical management

B. T operations management

C. equest fulfillment

D. pplications management

View answer

Correct Answer: B

Question #55

Which describes the 'plan' value chain activity?

A. It ensures a shared understanding of the current status and vision for all products and services across the organization

B. It ensures that services are delivered and supported according to agreed specifications and stakeholders' expectations

C. It ensures that service components are available when and where they are needed, and meet agreed specifications

D. It ensures continual improvement of products, services, and practices across all value chain activities

View answer

Correct Answer: A

Question #56

Which of the following is NOT a valid objective of problem management?

A. To prevent problems and their resultant Incidents

B. To manage problems throughout their lifecycle

C. To restore service to a user

D. To eliminate recurring incidents

View answer

Correct Answer: C

Question #57

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A. Do

B. Perform

C. Implement

D. Measure

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Correct Answer: A

Question #58

Which of the following is the BEST definition of an Event?

A. The unknown cause of one or more Incidents

B. Any detectable or discernable occurrence that has significance for the management of the IT infrastructure

C. Reducing or eliminating the cause of an Incident or Problem

D. An unplanned interruption to an IT service

View answer

Correct Answer: B

Question #59

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

A. Customer engagement

B. Operational metrics

C. Business metrics

D. Customer feedback

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Correct Answer: A

Question #60

Which of the following would be examined by a major problem review?1. Things that were done correctly2. Things that were done incorrectly 3. How to prevent recurrence4. What could be done better in the future

A. only

B. and 3 only

C. , 2 and 4 only

D. ll of the above

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Correct Answer: D

Question #61

What is included in the purpose of the 'relationship management' practice?

A. Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders

B. Setting clear business-based targets so that the delivery of a service can be properly assessed

C. Creating collaborative relationships with key suppliers to uncover and realize new value

D. Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

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Correct Answer: A

Question #62

Why are public frameworks, such as 1TIL, attractive when compared to proprietaryknowledge?

A. roprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

B. ublic frameworks are always cheaper to adopt

C. ublic frameworks are prescriptive and tell you exactly what to do

D. roprietaryknowledge has been tested in a wide range of environments

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Correct Answer: A

Question #63

Which guiding principle discourages 'silo activity'?

A. Focus on value

B. Start where you are

C. Collaborate and promote visibility

D. Keep it simple and practical

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Correct Answer: C

Question #64

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

A. Incident management

B. Service level management

C. Problem management

D. Service request management

View answer

Correct Answer: D

Question #65

Which helps to manage an incident when it is unclear which support team should be working on the incident?

A. Disaster recovery plans

B. Swarming

C. Target resolution times

D. Self-help

View answer

Correct Answer: B

Question #66

Which statement about standard changes is CORRECT?

A. A full assessment should be completed each time the change is implemented

B. The change can be implemented with less testing if necessary

C. The appropriate change authority should be assigned to each type of change

D. The change does not require additional authorization

View answer

Correct Answer: D

Question #67

Identify the missing words in the following sentence.When an organization has decided to improve a service, it should start by considering [?].

A. existing information

B. new methods

C. additional measurements

D. revised processes

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Correct Answer: A

Question #68

What includes governance as a component?

A. Practices

B. The service value chain

C. The service value system

D. The guiding principles

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Correct Answer: C

Question #69

From the perspective of a service provider how does the digital product lifecycle start?

A. With the onboard mg of customers

B. With the exploration of market opportunities

C. With the co creation of value

D. With the offboarding of customers

View answer

Correct Answer: B

Question #70

The ITIL CORE publications are structured around the service lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?

A. it consists of five publications

B. it provides guidance to specific industry sectors and types of organization

C. it is also structured around the service lifecycle

D. It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000

View answer

Correct Answer: B

Question #71

Which one of the following can help determine the level of impact of a problem?

A. efinitive media library (DML)

B. onfiguration management system (CMS)

C. tatement of requirements (SOR)

D. tandard operating procedures (SOP)

View answer

Correct Answer: B

Question #72

In terms of adding value to the business, which one of the following describes service operation s contribution?

A. he cost of the service is designed, predicted and validated

B. easures for optimization are identified

C. ervice value is modeled

D. ervice value is visible to customers

View answer

Correct Answer: D

Question #73

Which practice involves the management of vulnerabilities that were not identified before the service went live?

A. Service request management

B. Problem management

C. Change control

D. Service level management

View answer

Correct Answer: B

Question #74

The BEST description of the purpose of Service Operation is?

A. o decide how IT will engage with suppliers during the Service Management Lifecycle

B. o proactively prevent all outages to IT Services

C. o deliver and support IT Services at agreed levels to business users and customers

D. o design and build processes that will meet business needs

View answer

Correct Answer: C

Question #75

Which of the following statements is CORRECT?

A. Service Transition contains guidance on transferring services from strategy into the design phase of the Service Lifecycle

B. Service Design provides guidance for the development of services and service management processes

C. Continual Service Improvement contains guidance on supporting IT operations through models such as shared services

D. Service Operation ensures that organizations are in a position to handle the costs and risks associated with their service portfolios

View answer

Correct Answer: B

Question #76

What describes how components and activities work together to facilitate value creation?

A. The ITIL service value system

B. The ITIL guiding principles

C. The four dimensions of service management

D. A service relationship

View answer

Correct Answer: A

Question #77

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

A. mployers

B. takeholders

C. egulators

D. ccreditors

View answer

Correct Answer: B

Question #78

Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

A. rofit

B. reparation

C. roducts

D. otential

View answer

Correct Answer: C

Question #79

What would be the next step in the Continual Service Improvement Model (CSI) after: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?

B. How much did it cost?

C. How do we keep the momentum going?

D. What is the Value On Investment?

View answer

Correct Answer: C

Question #80

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

A. Utility

B. Asset

C. Cost

D. Outcome

View answer

Correct Answer: C

Question #81

Which of the following BEST describes the purpose of Event Management?

A. o detect events, make sense of them and determine the appropriate control action

B. o monitor interactions and exceptions within the infrastructure

C. o monitor and control the activities of technical staff

D. o detect and escalate exceptions to normal service operation

View answer

Correct Answer: A

Question #82

An organization is continually changing to maintain customer and market relevant. The changes adopting new technologies, expanding to new markets, and adjusting the service portfolio. Which is the BEST approach to ensure that suppliers and partners support these changes?

A. Technology replacement modernization

B. Uninterrupted delivery

C. Sourcing strategy

D. Organizational resilience

View answer

Correct Answer: C

Question #83

Which of the following would commonly be found in a contract underpinning an IT service?1. Financial arrangements related to the contract2. Description of the goods or service provided3. Responsibilities and dependencies for both parties

A. and 2 only

B. and 3 only

C. and 3 only

D. ll of the above

View answer

Correct Answer: D

Question #84

The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?

A. It is also structured around the Service Lifecycle

B. It provides guidance to specific industry sectors and types of organization

C. It consists of five publications

D. It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000

View answer

Correct Answer: B

Question #85

Which of the following BEST describes partners'in the phrase people, processes, products and partners"?

A. uppliers, manufacturers and vendors

B. ustomers

C. nternal departments

D. he facilities management function

View answer

Correct Answer: A

Question #86

Which high velocity IT objective considers an organization’s ability to continue providing business services when disruptive events affect its digital products?

A. Valuable investments

B. Resilient operations

C. Fast development

D. Assured conformance

View answer

Correct Answer: B

Question #87

Which is considered by the 'partners and suppliers' dimension?

A. Using artificial intelligence

B. Defining controls and procedures

C. Using formal roles and responsibilities

D. Working with an integrator to manage relationships

View answer

Correct Answer: D

Question #88

See the scenario for additional informational.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America.It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City I

A. reate a new comprehensive communications plan for all stakeholders before engaging with the research teams

B. se the existing communications plan and send all previous communications to the research teams

C. ake contact with the research teams and build a specific communications approach to address their needs

D. nclude the named contacts immediately on the project email distribution list and ask them for feedback

View answer

Correct Answer: C

Question #89

Which describes the 'plan' value chain activity?

A. It ensures a shared understanding of the current status and vision for all products and services across the organization

B. It ensures that services are delivered and supported according to agreed specifications and stakeholders' expectations

C. It ensures that service components are available when and where they are needed, and meet agreed specifications

D. It ensures continual improvement of products, services, and practices across all value chain activities

View answer

Correct Answer: A

Question #90

Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

A. Define measurable targets

B. Perform baseline assessments

C. Execute improvement actions

D. Evaluate measurements and metrics

View answer

Correct Answer: D

Question #91

In service relationships, what is a benefit of identifying consumer roles?

A. It enables effective stakeholder management

B. It provides shared service expectations

C. It removes constraints from the customer

D. It enables a common definition of value

View answer

Correct Answer: A

Question #92

Which statement is CORRECT when considering a transformation to high velocity IT?

A. All organizations benefit from high velocity

B. High performance is usually part of the change

C. High-velocity IT should be applied throughout the organization

D. Customer-facing systems should be excluded from the change

View answer

Correct Answer: B

Question #93

In terms of adding value to the business, which one of the following describes service operation s contribution?

A. he cost of the service is designed, predicted and validated

B. easures for optimization are identified

C. ervice value is modeled

D. ervice value is visible to customers

View answer

Correct Answer: D

Question #94

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

A. Change enablement

B. Problem management

C. Information security management

D. Service configuration management

View answer

Correct Answer: C

Question #95

Which of the following are managed by facilities management?1. Hardware within a data centre or computer room2. Applications 3. Power and cooling equipment4. Recovery sites

A. , 2 and 3 only

B. ll of the above

C. , 3 and 4 only

D. and 3 only

View answer

Correct Answer: C

Question #96

What are the categories of event described in the ITIL service operation book?

A. Informational, scheduled, normal

B. Scheduled, unscheduled, emergency

C. Informational, warning, exception

D. Warning, reactive, proactive

View answer

Correct Answer: C

Question #97

Which process is responsible for the availability, confidentiality and integrity of data?

A. ervice catalogue management

B. ervice asset and configuration management

C. hange management

D. nformation security management

View answer

Correct Answer: D

Question #98

Identify the missing word in the following sentence:A customer defines the [?] for a service and takes responsibility for the outcomes of service consumption.

A. requirements

B. resources

C. suppliers

D. products

View answer

Correct Answer: A

Question #99

A number of service desk staff do not like the planned improvements and have offered alternative solutions. The project manager has decided to involve them in the design and review process.This is an example of using which tactic?

A. rioritize the change against other changes

B. e open and honest

C. reate and communicate quick wins

D. esistance is not always necessarily negative

View answer

Correct Answer: D

Question #100

Which of the following provide value to the business from service strategy?1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful2. Enabling the service provider to respond quickly and effectively to changes in the business environment3. Support the creation of a portfolio of quantified services

A. ll of the above

B. and 3 only

C. and 2 only

D. and 3 only

View answer

Correct Answer: A

Question #101

Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?

A. Progress iteratively with feedback

B. Collaborate and promote visibility

C. Think and work holistically

D. Keep it simple and practical

View answer

Correct Answer: D

Question #102

Which is part of the definition of a customer?

A. The role that defines the requirements for a service

B. A means of enabling value co-creation

C. The role that authorizes budget for service consumption

D. A set of specialized organizational capabilities for enabling value

View answer

Correct Answer: A

Question #103

Which should be handled by 'service request management'?

A. A request to implement a security patch

B. A request to provide a laptop

C. A request to resolve an error in a service

D. A request to change a target in a service level agreement

View answer

Correct Answer: B

Question #104

Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

A. ervices and Infrastructure

B. pplications and Infrastructure

C. esources and Capabilities

D. tility and Warranty

View answer

Correct Answer: C

Question #105

Which process is responsible for managing relationships with vendors?

A. hange management

B. ervice portfolio management

C. upplier management

D. ontinual service improvement

View answer

Correct Answer: C

Question #106

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

A. he change authorization board

B. he change advisory board

C. he change implementer

D. he change manager

View answer

Correct Answer: B

Question #107

Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented process?

A. the release packaging and build manager

B. the service desk owner

C. the service owner

D. the request fulfillment process owner

View answer

Correct Answer: D

Question #108

Which practice involves the management of vulnerabilities that were not identified before the service went live?

A. ervice request management

B. roblem management

C. hange control

D. ervice level management

View answer

Correct Answer: B

Question #109

Effective release and deployment management enables the service provider to add value to the business by?

A. nsuring that all assets are accounted for

B. nsures that the fastest servers are purchased

C. elivering change, faster and at optimum cost and minimized risk

D. erifying the accuracy of all items in the configuration management database

View answer

Correct Answer: C

Question #110

Which practice is MOST likely to benefit from the use of chatbots?

A. Service level management

B. Change enablement

C. Continual improvement

D. Service desk

View answer

Correct Answer: D

Question #111

Which practice is MOST associated with the use of empathy to understand users?

A. Service desk

B. Continual improvement

C. Service level management

D. Change enablement

View answer

Correct Answer: A

Question #112

Which one of the following are the two primary elements that create value for customers?

A. Value on investment (VOI) and return on investment (ROI)

B. Customer and user satisfaction

C. Service requirements and warranty

D. Resources and capabilities

View answer

Correct Answer: D

Question #113

Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A. evise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

B. here do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

C. dentify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

D. hat is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

View answer

Correct Answer: D

Question #114

Which process is responsible forfrequently occurring changes where risk and cost are low?

A. ncident Management

B. equest Fulfillment

C. elease and Deployment Management

D. ccess management

View answer

Correct Answer: B

Question #115

Which of the following is NOT a recognized example of a service provider type within theITIL framework?

A. Internal

B. External

C. Service desk

D. Shared services unit

View answer

Correct Answer: C

Question #116

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

A. Deployment management

B. Continual improvement

C. Monitoring and event management

D. IT asset management

View answer

Correct Answer: D

Question #117

Which of the following is NOT an objective of Continual Service Improvement?

A. Identify activities to improve the efficiency of service management processes

B. Improve the cost effectiveness of IT services without sacrificing customer satisfaction

C. Conduct activities to deliver and manage services at agreed levels to business users

D. Review and analyse Service Level Achievement results

View answer

Correct Answer: C

Question #118

See the Scenario for additional information.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America.It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT

A. and 2

B. and 3

C. and 4

D. and 4

View answer

Correct Answer: A

Question #119

Major Incidents require:

A. Separate procedures

B. Less urgency

C. Longer timescales

D. Less documentation

View answer

Correct Answer: A

Question #120

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

A. es: for information purposes, a known error record can be created at any time it is prudent to do so

B. o: the Known Error should be created before the problem is logged

C. o: a known error record is created when the original incident is raised

D. o: a known error record should be created with the next release of the service

View answer

Correct Answer: A

Question #121

Which activity is part of the 'continual improvement' practice?

A. Identifying the cause of incidents and recommending related improvements

B. Authorizing changes to implement improvements

C. Logging and managing incidents that result in improvement opportunities

D. Making business cases for improvement action

View answer

Correct Answer: D

Question #122

When is the earliest that a workaround can be documented in 'problem management'?

A. After the problem has been logged

B. After the problem has been prioritized

C. After the problem has been analyzed

D. After the problem has been resolved

View answer

Correct Answer: A

Question #123

What is the MAIN benefit of 'problem management'?

A. Restoring normal service as quickly as possible

B. Reducing the number and impact of incidents

C. Maximizing the number of successful changes

D. Managing workarounds and known errors

View answer

Correct Answer: B

Question #124

Who must always authorize a Request for Change before the change is built and tested?

A. The Configuration Manager

B. The Change Initiator

C. The Change Manager

D. Release Management

View answer

Correct Answer: C

Question #125

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

A. Service desk

B. Service request management

C. Service level management

D. Service configuration management

View answer

Correct Answer: C

Question #126

Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?

A. The ECAB considers every high priority Request for Change

B. The ECAB will be chaired by the IT Director

C. The ECAB will be used for emergency changes where there may not be time to call a full CAB

D. Amongst the duties of the ECAB is the review of completed emergency changes

View answer

Correct Answer: C

Question #127

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

A. Service level agreements

B. Inputs, outputs and triggers

C. Opportunity, demand and value

D. Service desk

View answer

Correct Answer: B

Question #128

Which one of the following is NOT part of the service design stage of the service lifecycle?

A. esigning and maintaining all necessary service transition packages

B. roducing quality, secure and resilient designs for new or improved services

C. aking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

D. easuring the effectiveness and efficiency of service design and the supporting processes

View answer

Correct Answer: A

Question #129

Which of the following is NOT an aim of the Change Management process?

A. Overall business risk is optimised

B. Standardised methods and procedures are used for efficient and prompt handling of all Changes

C. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system

D. All budgets and expenditures are accounted for

View answer

Correct Answer: D

Question #130

An organization identified activities that are performed by many different people who follow detailed procedures to ensure they carry out all the steps. The procedures are very clear, and if staff follow the exact steps in the procedure then the results are always good, but this takes a lot of time.

A. Simple automation

B. Complex automation

C. Intelligent automation

D. Technology replacement modernization

View answer

Correct Answer: A

Question #131

See the Scenario for additional information.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America.It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT

A. RACI model authority matrix, provided to the project manager when approving the design costs

B. stakeholder map, provided to the project manager when approving the design costs

C. RACI model authority matrix, provided to the service desk during deployment

D. stakeholder map, provided to the service desk during deployment

View answer

Correct Answer: C

Question #132

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

A. Service desk

B. Change enablement

C. Service level management

D. Supplier management

View answer

Correct Answer: A

Question #133

Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

A. ervice Level Management

B. hange Management

C. ncident Management

D. ervice Asset and Configuration Management

View answer

Correct Answer: D

Question #134

Which of the following is the BEST definition of an Incident?

A. oss of ability to operate to specification, or to deliver the required output

B. change of state which has significance for the management of a Configuration Item or IT Service

C. warning that a threshold has been reached, something has changed, or a failure has occurred

D. n unplanned interruption to an IT service or reduction in the quality of an IT service

View answer

Correct Answer: D

Question #135

Which of the following is MOST concerned with the design of new or changed services?

A. hange management

B. ervice transition

C. ervice strategy

D. ervice design

View answer

Correct Answer: D

Question #136

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

View answer

Correct Answer: B

Question #137

Which statement should NOT be part of the value proposition for Service Design?

A. educed total cost of ownership

B. mproved quality of service

C. mproved Service alignment with business goals

D. etter balance of technical skills to support live services

View answer

Correct Answer: D

Question #138

What does 'change enablement' PRIMARILY focus on?

A. Changes to service levels

B. Changes to products and services

C. Changes to organizational structure

D. Changes to skills and competencies

View answer

Correct Answer: B

Question #139

Identify the missing words in the following sentence:A user is [?] that uses services.

A. an organization

B. a role

C. a team

D. a supplier

View answer

Correct Answer: B

Question #140

Which of the following are reasons why ITIL is successful?1. ITIL is vendor neutral2. It does not prescribe actions3. ITIL represents best practice

A. ll of the above

B. and 3 only

C. and 2 only

D. and 3 only

View answer

Correct Answer: A

Question #141

RACI is an acronym for four roles. Which of the following is NOT one of the RACI roles?

A. Informed

B. Accountable

C. Consulted

D. Reliable

View answer

Correct Answer: D

Question #142

The two main parts of the service catalogue are:

A. the business service catalogue and the technical service catalogue

B. service levels and service costs

C. the service portfolio and retired services

D. service attributes and service capabilities

View answer

Correct Answer: A

Question #143

Which statement about the service portfolio is TRUE?

A. he service portfolio includes ail services except those managed by third parties

B. t is an integral part of the service catalogue

C. t allows the organization unlimited resources when planning for new service deployments

D. t represents all resources presently engaged or being released in various stages of the service lifecycle

View answer

Correct Answer: D

Question #144

Which of the following would NOT be a performance measurement for the Service Level Management function?

A. What percentage of services are covered by SLAs?

B. Are service review meetings held on time and correctly minute?

C. Are customer perceptions of service improving?

D. How many services are included within the CMDB?

View answer

Correct Answer: D

Question #145

The MAIN purpose of the Service Portfolio is to describe services in terms of?

A. usiness Value

B. unctionality

C. T Assets

D. ervice Level Requirements

View answer

Correct Answer: A

Question #146

Which one of the following activities does application management perform?

A. efining where the vendor of an application should be located

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

C. eciding who the vendor of the storage devices will be

D. greeing the service levels for the service supported by the application

View answer

Correct Answer: B

Question #147

Remediation planning is BEST described in which of the following ways?

A. lanning how to recover the cost of a change

B. lanning the steps required to be taken if a change is unsuccessful

C. lanning how to compensate a user for a failed change

D. lanning how to advise the change requestor of a failed change

View answer

Correct Answer: B

Question #148

Which of the following is NOT an objective of Continual Service Improvement?

A. eview and analyze Service Level Achievement results

B. dentify activities to improve the efficiency of service management processes

C. mprove the cost effectiveness of IT services without sacrificing customer satisfaction

D. onduct activities to deliver and manage services at agreed levels to business users

View answer

Correct Answer: D

Question #149

Which of the following is NOT an objective of the Operations Management function?

A. Maintenance of status quo to achieve stability of day to day processes and activities

B. Regular scrutiny and improvements to achieve improved service at reduced costs

C. Swift application of skills to diagnose any IT Operations failures that occur

D. First line Incident investigation and diagnosis logged by users

View answer

Correct Answer: D

Question #150

Which practice is responsible for moving new or changed components to live or other environments?

A. Release management

B. Deployment management

C. Change enablement

D. Supplier management

View answer

Correct Answer: B

Question #151

See the scenario for additional informational.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America.It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City I

A. dopt a job description that matches the example of the BRM role in the ITIL guidance

B. ppoint the BRMs and ask them to define their own role, based on ITIL guidance

C. dentify the expected outcomes and define the BRM role by building on the guidance in ITIL

D. dopt the job descriptions of business analysts and ensure they focus on the customer aspect of their work

View answer

Correct Answer: C

Question #152

Which of the following is NOT a purpose of Service Transition?

A. To provide training and certification in project management

B. To provide quality knowledge of Change, Release and Deployment Management

C. To ensure that a service can be managed, operated and supported

D. To plan and manage the capacity and resource requirements to manage a release

View answer

Correct Answer: A

Question #153

Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

A. Incident management

B. Monitoring and event management

C. Service level management

D. IT asset management

View answer

Correct Answer: C

Question #154

What are the categories of event described in the ITIL service operation book?

A. nformational, scheduled, normal

B. cheduled, unscheduled, emergency

C. nformational, warning, exception

D. arning, reactive, proactive

View answer

Correct Answer: C

Question #155

See the scenario for additional informational.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America.It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City I

A. reate a new comprehensive communications plan for all stakeholders before engaging with the research teams

B. se the existing communications plan and send all previous communications to the research teams

C. ake contact with the research teams and build a specific communications approach to address their needs

D. nclude the named contacts immediately on the project email distribution list and ask them for feedback

View answer

Correct Answer: C

Question #156

The leaders of an organization ate defining an approach to optimize its value streams and processes to create a more efficient way of working. What should this approach focus on?

A. Organizational agility

B. Organizational resilience

C. Elimination of waste

D. Uninterrupted delivery

View answer

Correct Answer: C

Question #157

Which TWO are considered part of the 'organizations and people' dimension of service management?1. Systems of authority2. Culture3. Relationships between organizations4. Workflows

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

View answer

Correct Answer: A

Question #158

The Left-hand side of the Service V Model represents requirements and specifications. What does the right-hand side of the Service V Model represent?

A. Validation and Testing

B. The business value that can be expected from a given service

C. Performance and capacity requirements of services and IT infrastructure

D. Roles and responsibilities required for an effective service management implementation

View answer

Correct Answer: A

Question #159

Which of the following is the BEST definition of a Risk?

A. omething that won't happen

B. omething that will happen

C. omething that has happened

D. omething that might happen

View answer

Correct Answer: D

Question #160

Which of the following activities is carried out in the "Where do we want to be" step of the Continual Service Improvement Model?

A. Implementing service and process improvements

B. Aligning the business and IT strategies

C. Creating a baseline

D. Defining measurable targets

View answer

Correct Answer: D

Question #161

Which one of the following is NOT part of the service design stage of the service lifecycle?

A. esigning and maintaining all necessary service transition packages

B. roducing quality, secure and resilient designs for new or improved services

C. aking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

D. easuring the effectiveness and efficiency of service design and the supporting processes

View answer

Correct Answer: A

Question #162

Which of the following statements is INCORRECT?

A. he SKMS is part of the Configuration Management System (CMS)

B. he SKMS can include data on the performance of the organization

C. he Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

D. he SKMS can include user skill levels

View answer

Correct Answer: A

Question #163

Which does the ITIL service value system discourage?

A. Coordinated authorities and responsibilities

B. Organizational silos

C. Interfaces among practices

D. Organizational agility

View answer

Correct Answer: B

Question #164

The MAIN purpose of the Service Portfolio is to describe services in terms of?

A. usiness Value

B. unctionality

C. T Assets

D. ervice Level Requirements

View answer

Correct Answer: A

Question #165

Identify the missing word in the following sentence.The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

A. measured

B. rewarded

C. managed

D. defined

View answer

Correct Answer: C

Question #166

Which TWO are important aspects of the 'service request management' practice?1. Standardization and automation2. Providing a variety of channels for access3. Establishing a shared view of targets4. Policies for approvals

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

View answer

Correct Answer: D

Question #167

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

A. Creating incident records

B. Diagnosing and resolving incidents

C. Escalating incidents to a support team for resolution

D. Trend analysis of incident records

View answer

Correct Answer: D

Question #168

Which one of the following generates demand for services?

A. Infrastructure trends

B. Patterns of business activity (PBA)

C. Cost of providing support

D. Service level agreements (SLA)

View answer

Correct Answer: B

Question #169

Governance is concerned with:

A. Measuring and improving the efficiency and effectiveness of processes

B. Ensuring that agreed Service Level Requirements are met

C. Ensuring that processes and procedures are correctly followed

D. Reducing the total cost of providing services

View answer

Correct Answer: C

Question #170

A Know Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?

A. Yes

B. No, the workaround must be found before a Known Error is created

C. No, a Known Error can only be raised after the permanent resolution has been implemented

D. No, a Known Error must be raised at the same time as a problem

View answer

Correct Answer: A

Question #171

Which of the following metrics would you most associate with the Service Desk?

A. The number of high priority incidents occurring

B. The support team which resolves the greatest number of problems

C. The number of problems solved in a day

D. The mean time between failure

View answer

Correct Answer: A

Question #172

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

A. Progress iteratively with feedback

B. Keep it simple and practical

C. Start where you are

D. Focus on value

View answer

Correct Answer: C

Question #173

Scenario -You are the CIO of a large stockbroking firm, based in Hong Kong.Recently this company has acquired two other major firms in Londonand New York. Total Company staff now exceeds 800 people. EachFirm currently has their own Service Desk.-> Hong Kong has 10 SD staff to 400 employees, with 6 2nd levelsupport staff-> London has 3 SD staff to 140 employees with 3 2nd levelsupport staff-> New York has 5 SD staff to 250 employees with 5 2nd levelsupport staffWith this new merger comes new support issues.

A. By implementing a follow the sun SD, you use current data todetermine minimum staffing requirements in each location tosupport its own location and the expected support levels inother locations

B. By implementing a follow the sun SD, you use current data todetermine minimum staffing requirements in each location tosupport its own location and the expected support levels inother locations

C. By implementing a follow the sun SD, you will start byinvestigating if the current infrastructure is capable ofsupporting a global service desk, including use of VOIPtechnology (this is possible)

D. By implementing a follow the sun SD, location

View answer

Correct Answer: C

Question #174

What is the definition of a known error?

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

B. A cause, or potential cause, of one or more incident

C. A problem that has been analyzed and has not been resolved

D. Any change of state that has significance for the management of a service or other configuration item (CI)

View answer

Correct Answer: C

Question #175

What is the MAIN benefit of 'problem management'?

A. Restoring normal service as quickly as possible

B. Reducing the number and impact of incidents

C. Maximizing the number of successful changes

D. Managing workarounds and known errors

View answer

Correct Answer: B

Question #176

Which Functions are included in IT operations management?

A. etwork management and application management

B. echnical management and change management

C. T operations control and facilities management

D. acilities management and release management

View answer

Correct Answer: C

Question #177

Which statement about the emergency change advisory board (ECAB) is CORRECT?

A. he ECAB considers every high priority request for change (RFC)

B. mongst the duties of the ECAB is the review of completed emergency changes

C. he ECAB will be used for emergency changes where there may not be time to call a full CAB

D. he ECAB will be chaired by the IT Director

View answer

Correct Answer: C

Question #178

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

A. Service level management

B. Relationship management

C. Continual improvement

D. Service desk

View answer

Correct Answer: D

Question #179

What is a configuration item?

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

B. Any change of state that has significance for the management of a service

C. Any component that needs to be managed in order to deliver an IT service

D. A problem that has been analyzed but has not been resolved

View answer

Correct Answer: C

Question #180

The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?

A. It is also structured around the Service Lifecycle

B. It provides guidance to specific industry sectors and types of organization

C. It consists of five publications

D. It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000

View answer

Correct Answer: B

Question #181

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

A. service option

B. service transition package (STP)

C. service design package (SDP)

D. service charter

View answer

Correct Answer: C

Question #182

Effective release and deployment management enables the service provider to add value to the business by?

A. Ensuring that all assets are accounted for

B. Ensures that the fastest servers are purchased

C. Delivering change, faster and at optimum cost and minimized risk

D. Verifying the accuracy of all items in the configuration management database

View answer

Correct Answer: C

Question #183

What is organizational change management (OCM) MOST likely to contribute to in an organization?

A. he knowledge required to support the adoption of new technology platforms

B. ultural changes required as a result of adopting new business processes

C. tandard changes that are made to IT service assets and configuration items

D. he development of underpinning processes for a change management standard

View answer

Correct Answer: B

Question #184

The group that authorizes changes that must be installed faster than the normal process is called the:

A. Technical Management

B. Emergency CAB (ECAB)

C. Urgent Change Board (UCB)

D. Urgent Change Authority (UCA)

View answer

Correct Answer: B

Question #185

How are target resolution times used in the 'incident management' practice?

A. hey are agreed, documented, and communicated to help set user expectations

B. hey are established, reviewed, and reported to ensure that customers are happy with the service

C. hey are initiated, approved, and managed to ensure that predictable responses are achieved

D. hey are scheduled, assessed and authorized to reduce the risk of service failures

View answer

Correct Answer: A

Question #186

What is the difference between a Known Error and a Problem?

A. he underlying cause of a Known Error is known

B. Known Error involves an error in the IT infrastructure, A

C. roblem does not involve such an error

D. Known Error always originates from an Incident

E. ith a Problem, the relevant Configuration Items have been identified

View answer

Correct Answer: A

Question #187

Which is part of the definition of a customer?

A. The role that defines the requirements for a service

B. A means of enabling value co-creation

C. The role that authorizes budget for service consumption

D. A set of specialized organizational capabilities for enabling value

View answer

Correct Answer: A

Question #188

Access management is closely related to which other process?

A. apacity management only

B. rd line support

C. nformation security management

D. hange management

View answer

Correct Answer: C

Question #189

Which guiding principle says that services and processes should NOT provide a solution for every exception?

A. Keep it simple and practical

B. Collaborate and promote visibility

C. Think and work holistically

D. Optimize and automate

View answer

Correct Answer: A

Question #190

Which Functions are included in IT operations management?

A. etwork management and application management

B. echnical management and change management

C. T operations control and facilities management

D. acilities management and release management

View answer

Correct Answer: C

Question #191

Which of the following is NOT an example of Self-Help capabilities?

A. equirement to always call the service desk for service requests

B. enu-driven range of self help and service requests

C. eb front-end

D. direct interface into the back end process handling software

View answer

Correct Answer: A

Question #192

Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

A. o ensure that a service can be managed and operated in accordance with constraints specified during design

B. o design and develop capabilities for service management

C. o provide good-quality knowledge and information about services

D. o plan the resources required to manage a release

View answer

Correct Answer: B

Question #193

Which of the following is NOT a benefit of using public frameworks and standards?

A. nowledge of public frameworks is more likely to be widely distributed

B. hey are always free ensuring they can be implemented quickly

C. hey are validated across a wide range of environments making them more robust

D. hey make collaboration between organizations easier by giving a common language

View answer

Correct Answer: B

Question #194

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

A. What is the vision?

B. How do we get there?

C. Take action

D. Did we get there?

View answer

Correct Answer: C

Question #195

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

A. Only add controls and metrics when they are needed

B. Design controls and metrics first, then remove those not adding value

C. Design controls and metrics and add them individually until all are implemented

D. Only add controls and metrics that are required for compliance

View answer

Correct Answer: A

Question #196

Which dimension considers data security and privacy?

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

View answer

Correct Answer: B

Question #197

Which one of the following is an objective of service transition?

A. o negotiate service levels for new services

B. o ensure that service changes create the expected business value

C. o minimize the impact of service outages on day-to-day business activities

D. o plan and manage entries in the service catalogue

View answer

Correct Answer: B

Question #198

Which guiding principle considers the importance of customer loyalty?

A. Progress iteratively with feedback

B. Focus on value

C. Optimize and automate

D. Start where you are

View answer

Correct Answer: B

Question #199

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

A. hange proposal

B. hange policy

C. ervice request

D. isk register

View answer

Correct Answer: A

Question #200

What is the result of carrying out an activity, following a process or delivering an IT service known as?

A. utcome

B. ncident

C. hange

D. roblem

View answer

Correct Answer: A

Question #201

The remediation plan should be evaluated at what point in the change lifecycle?

A. efore the change is approved

B. mmediately after the change has failed and needs to be backed out

C. fter implementation but before the post implementation review

D. fter the post implementation review has identified a problem with the change

View answer

Correct Answer: A

Question #202

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

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

View answer

Correct Answer: C

Question #203

Which gives a user access to a system?

A. Service requirement

B. Service agreement

C. Service consumption

D. Service provision

View answer

Correct Answer: D

Question #204

Which of the following is NOT a valid method of tuning?

A. Balancing disc traffic

B. Making more efficient use of processing capacity

C. Installing a new server

D. Balancing workloads

View answer

Correct Answer: C

Question #205

Which one of the following activities would be performed by access management?

A. roviding physical security for staff at data centers and other buildings

B. anaging access to computer rooms and other secure locations

C. anaging access to the service desk

D. anaging the rights to use a service or group of services

View answer

Correct Answer: D

Question #206

Which statement about service relationship management is CORRECT?

A. It focuses on the service actions performed by users

B. It requires the service consumer to create resources for the service provider

C. It requires co-operation of both the service provider and service consumer

D. It focuses on the fulfilment of the agreed service actions

View answer

Correct Answer: C

Question #207

Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?

A. internal departments

B. customers

C. the facilities manager

D. suppliers, manufacturers and vendors

View answer

Correct Answer: D

Question #208

What can be used to determine if a service is 'fit for purpose'?

A. Availability

B. Warranty

C. Outcome

D. Utility

View answer

Correct Answer: D

Question #209

An organization's lead times and the flow of tasks across value streams are being impacted because tasks often sit waiting in queues.Which technique can be used to overcome this challenge?

A. Clarifying definition of done'

B. Introducing a push system

C. Increasing batch sizes

D. Limiting work-in-progress

View answer

Correct Answer: D

Question #210

Which guiding principle discourages 'silo activity'?

A. Focus on value

B. Start where you are

C. Collaborate and promote visibility

D. Keep it simple and practical

View answer

Correct Answer: C

Question #211

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

A. vailability management

B. apacity management

C. esign coordination

D. elease management

View answer

Correct Answer: C

Question #212

What are the categories of event described in the UIL service operation book?

A. nformational, scheduled, normal

B. cheduled, unscheduled, emergency

C. nformational, warning, exception

D. arning, reactive, proactive

View answer

Correct Answer: C

Question #213

Which one of the following is NOT an aim of the change management process?

A. o ensure the impact of changes are understood

B. o ensure that changes are recorded and evaluated

C. o ensure that all changes to configuration items (CIs)are recorded in the configuration management system (CMS)

D. o deliver and manage IT services at agreed levels to business users

View answer

Correct Answer: D

Question #214

An organization is entering a new market with a range of services. Similar services already exist in the market, and the demand is high. Which is the BEST approach to pricing and charging for the services in the new market?

A. Adopt a short-term Increase in the pricing and margins

B. Adjust competitive prices for the market and competition

C. Ensure service costs are clear to the consumers to help regulate prices

D. Establish long-term contracts with fixed prices to help secure future Income

View answer

Correct Answer: B

Question #215

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

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

View answer

Correct Answer: A

Question #216

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

A. Fulfilling a service request

B. Authorizing an emergency change

C. Logging a new problem

D. Investigating a major incident

View answer

Correct Answer: D

Question #217

Which includes governance, management practices, and continual improvement?

A. The service value system

B. The 'deliver and support' value chain activity

C. The 'focus on value' guiding principle

D. The 'value stream and processes' dimension

View answer

Correct Answer: A

Question #218

What is important for a 'continual improvement register' (CIR)?

A. Improvement ideas are documented, assessed and prioritized

B. Improvement ideas from many sources are kept in a single CIR

C. Improvement ideas that are not being actioned immediately are removed from the CIR

D. Improvement ideas are tested, funded and agreed

View answer

Correct Answer: A

Question #219

Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

A. he Asset Register

B. he Service Knowledge Management System

C. he Known Error Database

D. he Information Management System

View answer

Correct Answer: B

Question #220

Which process is responsible for frequently occurring changes where risk and cost are low?

A. ccess management

B. equest Fulfillment

C. elease and Deployment Management

D. ncident Management

View answer

Correct Answer: B

Question #221

An organization's lead times and the flow of tasks across value streams are being impacted because tasks often sit waiting in queues.Which technique can be used to overcome this challenge?

A. Clarifying definition of done'

B. Introducing a push system

C. Increasing batch sizes

D. Limiting work-in-progress

View answer

Correct Answer: D

Question #222

Which is an example of a business related measurement?

A. The number of passengers checked in

B. The average time to respond to change requests

C. The average resolution time for incidents

D. The number of problems resolved

View answer

Correct Answer: A

Question #223

The CMDB:

A. Must be available for update 7 x 24 if any of the services supported by the IT supplier are available 7 x 24

B. Is updated by Configuration Management staff at the end of each working day

C. Holds information that will be useful to the majority of IT Service Management processes

D. Must be verified for accuracy monthly with trend reports on errors distributed to management quarterly

View answer

Correct Answer: C

Question #224

Which of the following BEST describes service strategies value to the business?

A. llows higher volumes of successful change

B. eduction in unplanned costs through optimized handling of service outages

C. eduction in the duration and frequency of service outages

D. nabling the service provider to have a clear understanding of what levels of service will make their customers successful

View answer

Correct Answer: D

Question #225

What is the BEST description of an operational level agreement (OLA)?

A. n agreement between the service provider and another part of the same organization

B. n agreement between the service provider and an external organization

C. document that describes to a customer how services will be operated on a day-to-day basis

D. document that describes business services to operational staff

View answer

Correct Answer: A

Question #226

Data used to support the capacity management process should be stored in:

A. A capacity database (CDB)

B. A configuration management database (CMDB)

C. A capacity management information system (CMIS)

D. A configuration management system (CMS)

View answer

Correct Answer: C

Question #227

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

View answer

Correct Answer: C

Question #228

See the Scenario for additional information.

A. Customer satisfaction with mobile services is higher than 90%

B. Network availability for mobile services is maintained at 99

C. Incident turnaround time for mobile services is improved by 15%

D. Cost per incident for mobile services is within 2% of target

View answer

Correct Answer: A

Question #229

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

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

View answer

Correct Answer: B

Question #230

Which will help solve incidents more quickly?

A. Target resolution times

B. Escalating all incidents to support teams

C. Collaboration between teams

D. Detailed procedural steps for incident investigation

View answer

Correct Answer: C

Question #231

Which of the following are valid parts of the service portfolio?1. Service pipeline2. Service knowledge management system (SKMS)3. Service catalogue

A. and 2 only

B. only

C. and 3 only

D. ll of the above

View answer

Correct Answer: C

Question #232

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

A. Scripts for collecting user information

B. Use of shift working patterns

C. Fulfilment of service requests

D. Creation of a temporary team

View answer

Correct Answer: A

Question #233

A Service design package (SDP) would normally be produced for which of the following?1. A new IT service2. A major change to an IT service3. An emergency change to an IT service4. An IT service retirement

A. , 3 and 4 only

B. , 2 and 4 only

C. one of the above

D. ll of the above

View answer

Correct Answer: B

Question #234

Which one of the following is NOT an objective of problem management?

A. inimizing the impact of incidents that cannot be prevented

B. reventing problems and resulting incidents from happening

C. liminating recurring incidents

D. estoring normal service operation as quickly as possible

View answer

Correct Answer: D

Question #235

Which role would you MOST expect to be involved in the management of Underpinning Contracts?

A. IT Designer/Architect

B. Process Manager

C. Service Catalogue Manager

D. Supplier Manager

View answer

Correct Answer: D

Question #236

Which of the following is least likely to be a direct benefit of implementing a formal Incident Management process?

A. Improved user satisfaction

B. Incident volume reduction

C. Elimination of lost incidents

D. Less disruption to both IT support staff and users

View answer

Correct Answer: B

Question #237

Which is a purpose of the 'service level management' practice?

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

B. To ensure that the organization's suppliers and their performance are managed appropriately

C. To support the agreed quality of a service by handling all agreed, user-initiated service requests

D. To set clear business-based targets for service levels

View answer

Correct Answer: D

Question #238

Which is a purpose of the 'relationship management' practice?

A. To systematically observe services and service components

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

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

D. To identify, analyze, monitor, and continually improve links with stakeholders

View answer

Correct Answer: D

Question #239

A service will be unavailable for the next two hours for unplanned maintenance.Which practice is MOST LIKELY to be involved in managing this?

A. Incident management

B. Problem management

C. Change enablement

D. Service request management

View answer

Correct Answer: A

Question #240

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

A. Service desk

B. Change enablement

C. Service level management

D. Supplier management

View answer

Correct Answer: A

Question #241

What would be the next step in the Continual Service Improvement (CSI) Model after: (please refer to the exhibit)Exhibit:

A. What is the Value On Investment (VOI)?

B. What is the Return On Investment (ROI)?

C. How much did it cost?

D. How do we keep the momentum going?

View answer

Correct Answer: D

Question #242

Which statement about service requests is CORRECT?

A. Complex service requests should be dealt with as normal changes

B. Service requests that require simple workflows should be dealt with as incidents

C. Service requests require workflows that should use manual procedures and avoid automation

D. Service requests are usually formalized using standard procedures for initiation, approval and fulfillment

View answer

Correct Answer: D

Question #243

From the perspective of the service provider, who is the person or group that agrees their service targets?

A. he user

B. he customer

C. he supplier

D. he administrator

View answer

Correct Answer: B

Question #244

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

A. Scripts for collecting user information

B. Use of shift working patterns

C. Fulfilment of service requests

D. Creation of a temporary team

View answer

Correct Answer: A

Question #245

Where would you expect incident resolution targets to be documented?

A. A service level agreement (SLA)

B. A request for change (RFC)

C. The service portfolio

D. A service description

View answer

Correct Answer: A

Question #246

Which one of the following statements about incident reporting and logging is CORRECT?

A. ncidents can only be reported by users

B. ncidents can be reported by anyone who detects a disruption or potential disruption to normal service

C. ll calls to the service desk must be logged as incidents

D. ncidents reported by technical staff must also be logged as problems

View answer

Correct Answer: B

Question #247

What is the difference between a Known Error and a Problem?

A. The underlying cause of a Known Error is known

B. A Known Error involves an error in the IT infrastructure, A

C. Problem does not involve such an error

D. A Known Error always originates from an Incident

E. With a Problem, the relevant Configuration Items have been identified

View answer

Correct Answer: A

Question #248

See the Scenario for additional information.CruiseAlong Cars -CruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of Americ

A. ey stakeholders: Central IT CIO Selected country CIOs Baseline value: Time taken to produce weekly reports = 1 day Expected result: Time taken to produce weekly reports = 0

B. ey stakeholders: Central IT CIO All country CIOs Baseline value: Number of incorrectly categorized incidents per month = 50 Expected result: Number of incorrectly categorized incidents per month = 30

C. ey stakeholders: Central IT CIO Selected country CIOs Baseline value: Total IT headcount = 470 Expected result: Total IT headcount = 500

D. ey stakeholders: Central IT CIO All country CIOs Baseline value: Average cost per incident = $12

View answer

Correct Answer: D

Question #249

Which of the following availability management activities is/are considered to be proactive as opposed to reactive?1. Monitoring system availability2. Designing availability into a proposed solution

A. one of the above

B. oth of the above

C. only

D. only

View answer

Correct Answer: D

Question #250

Which of the following are basic concepts used in access management?

A. ersonnel, electronic, network, emergency, identity

B. ights, access, identity, directory services, service/service components

C. hysical, personnel, network, emergency, service

D. ormal, temporary, emergency, personal, group

View answer

Correct Answer: B

Question #251

An organization is undergoing a significant cultural change as a result of introducing Agile and DevOps practices. How can managers use Toyota Kata to help employees adjust to these different ways of working?

A. By encouraging the practicing of routines to unlearn old habits and learn new ones

B. By creating detailed plans that predetermine how to approach large changes

C. By making hard decisions for the teams and providing step-by-step guidance

D. By encouraging widespread changes that involve the teams starting from scratch

View answer

Correct Answer: A

Question #252

Which of the following is the CORRECT definition of release unit?

A. the portion of a service or IT infrastructure that is normally released together

B. the team of people responsible for implementing a release

C. a measurement of cost

D. a function described within service transition

View answer

Correct Answer: A

Question #253

Which role is accountable for the operational management of a process?

A. rocess practitioner

B. rocess manager

C. ervice manager

D. hange manager

View answer

Correct Answer: B

Question #254

Which one of the following includes four stages called Plan, Do, Check and Act?

A. he Deming Cycle

B. he continual service improvement approach

C. he seven-step improvement process

D. he service lifecycle

View answer

Correct Answer: A

Question #255

Which process is responsible for low risk, frequently occurring, low cost changes?

A. request fulfillment

B. incident management

C. demand management

D. release and deployment management

View answer

Correct Answer: A

Question #256

Which of the following is NOT a benefit of using public frameworks and standards?

A. nowledge of public frameworks is more likely to be widely distributed

B. hey are always free ensuring they can be implemented quickly

C. hey are validated across a wide range of environments making them more robust

D. hey make collaboration between organizations easier by giving a common language

View answer

Correct Answer: B

Question #257

Which statement BEST represents the guidance on incident logging?

A. ncidents must only be logged if a resolution is not immediately available

B. nly incidents reported to the service desk can be logged

C. ll incidents must be fully logged

D. he service desk decide which incidents to log

View answer

Correct Answer: C

Question #258

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

A. A problem

B. A configuration item

C. A workaround

D. An incident

View answer

Correct Answer: A

Question #259

Which of the following is an enabler of best practice?

A. tandards

B. echnology

C. cademic research

D. nternal experience

View answer

Correct Answer: B

Question #260

Which of the following is concerned with fairness and transparency?

A. apacity management

B. overnance

C. ervice design

D. ervice level management

View answer

Correct Answer: B

Question #261

An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?

A. A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences

B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied

C. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed

D. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction

View answer

Correct Answer: B

Question #262

A Service Level Agreement is?

A. he part of a contract that specifies responsibilities of each party

B. n agreement between the Service Provider and their customer

C. n agreement between a Service Provider and an external supplier

D. n agreement between the Service Provider and an internal organization

View answer

Correct Answer: B

Question #263

Which of the following is NOT one of the five individual aspects of Service Design?

A. The design of the Service Portfolio, including the Service Catalogue

B. The design of Market Spaces

C. The design of new or changed services

D. The design of the technology architecture and management systems

View answer

Correct Answer: B

Question #264

Which TWO are important aspects of the 'service request management' practice?1. Standardization and automation2. Providing a variety of channels for access3. Establishing a shared view of targets4. Policies for approvals

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

View answer

Correct Answer: D

Question #265

Which process would be used to compare the value that newer services have offered over those they have replaced?

A. vailability management

B. apacity management

C. ervice portfolio management

D. ervice catalogue management

View answer

Correct Answer: C

Question #266

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

A. ervice design: Design the processes

B. ervice strategy: Develop the offerings

C. ervice transition: Plan and prepare for deployment

D. ervice operation: IT operations management

View answer

Correct Answer: A

Question #267

Where are the details of the required performance outcomes of a service defined?

A. Service level agreements

B. Service requests

C. Service components

D. Service offerings

View answer

Correct Answer: A

Question #268

In which of the following should details of a workaround be documented?

A. he service level agreement (SLA)

B. he problem record

C. he availability management information system

D. he IT service plan

View answer

Correct Answer: B

Question #269

Which of the following is a good metric for measuring the effectiveness of Service Level Management?

A. Customer satisfaction score

B. Average number of daily incidents managed by each service agent

C. Number of services in the Service Portfolio

D. Number of services deployed within agreed times

View answer

Correct Answer: A

Question #270

Which of the following statements BEST describes the aims of release and deployment management?

A. To build, test and deliver the capability to provide the services specified by service design

B. To ensure that each release package specified by service design consists of a set of related assets and service components

C. To ensure that all changes can be tracked, tested and verified if appropriate

D. To record and manage deviations, risks and issues related to the new or changed service

View answer

Correct Answer: A

Question #271

Which statement about standard changes is CORRECT?

A. A full assessment should be completed each time the change is implemented

B. The change can be implemented with less testing if necessary

C. The appropriate change authority should be assigned to each type of change

D. The change does not require additional authorization

View answer

Correct Answer: D

Question #272

Which one of the following is NOT the responsibility of service catalogue management?

A. nsuring that information in the service catalogue is accurate

B. nsuring that service level agreements are maintained

C. nsuring that information in the service catalogue is consistent with information in the service portfolio

D. nsuring that all operational services are recorded in the service catalogue

View answer

Correct Answer: B

Question #273

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

A. relationships with suppliers

B. configuration of services

C. skills of people

D. authorization of changes

View answer

Correct Answer: B

Question #274

How are target resolution times used in the 'incident management' practice?

A. They are agreed, documented, and communicated to help set user expectations

B. They are established, reviewed, and reported to ensure that customers are happy with the service

C. They are initiated, approved, and managed to ensure that predictable responses are achieved

D. They are scheduled, assessed and authorized to reduce the risk of service failures

View answer

Correct Answer: A

Question #275

Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?

A. Progress iteratively with feedback

B. Collaborate and promote visibility

C. Think and work holistically

D. Keep it simple and practical

View answer

Correct Answer: D

Question #276

Which statement about the 'continual improvement model' is CORRECT?

A. Organizations should work through the steps of the model in the sequence in which they are presented

B. The flow of the model helps organizations to link improvements to its goals

C. The model is applicable to only certain parts of the service value system

D. Organizations should use an additional model or method to link improvements to customer value

View answer

Correct Answer: B

Question #277

Which of the following statements about processes is INCORRECT?

A. he output from a process has to conform to operational norms derived from business objectives

B. he definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"

C. he objective of any IT process should be expressed in terms of business benefits and goals

D. process may define policies, standards and guidelines

View answer

Correct Answer: B

Question #278

The group that authorizes changes that must be installed faster than the normal process is called the?

A. Emergency CAB (ECAB)

B. Urgent Change Authority (UCA)

C. Urgent Change Board (UCB)

D. CAB Emergency Committee (CAB/EC)

View answer

Correct Answer: A

Question #279

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

A. A capacity database

B. A definitive media library

C. A request for change

D. A known error database

View answer

Correct Answer: D

Question #280

Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

A. Start where you are

B. Collaborate and promote visibility

C. Progress iteratively with feedback

D. Think and work holistically

View answer

Correct Answer: C

Question #281

Which of the following is NOT an example of a Service Request?

A. A user calls the Service Desk to order a toner cartridge

B. A user calls the Service Desk because they would like to change the functionality of an application

C. A Manager submits a request for a new employee to be given access to an application

D. A user logs onto an internal web site to download a licensed copy of software from a list of approved options

View answer

Correct Answer: B

Question #282

In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?

A. ervice strategy

B. ervice design

C. ervice transition

D. ervice operation

View answer

Correct Answer: B

Question #283

What is included in the purpose of the 'relationship management' practice?

A. Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders

B. Setting clear business-based targets so that the delivery of a service can be properly assessed

C. Creating collaborative relationships with key suppliers to uncover and realize new value

D. Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

View answer

Correct Answer: A

Question #284

Which of the following can help determine the level of impact of a problem?

A. Standard Operating Procedures (SOP)

B. Statement of Requirements (SOR)

C. Configuration Management System (CMS)

D. Definitive Media Library (DML)

View answer

Correct Answer: C

Question #285

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

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

View answer

Correct Answer: B

Question #286

One organization provides and manages an entire business or function for another organization. This is known as:

A. business process outsourcing

B. business function outsourcing

C. business process management

D. knowledge process outsourcing

View answer

Correct Answer: A

Question #287

Which of the following is service transition planning and support NOT responsible for?

A. rioritizing conflicts for service transition resources

B. oordinating the efforts required to manage multiple simultaneous transitions

C. aintaining policies, standards and models for service transition activities and processes

D. etailed planning of the build and test of individual changes

View answer

Correct Answer: D

Question #288

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

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

View answer

Correct Answer: B

Question #289

What is the definition of a known error?

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

B. A cause, or potential cause, of one or more incident

C. A problem that has been analyzed and has not been resolved

D. Any change of state that has significance for the management of a service or other configuration item (CI)

View answer

Correct Answer: C

Question #290

Who is responsible for defining metrics for change management?

A. he change management process owner

B. he change advisory board (CAB)

C. he service owner

D. he continual service improvement manager

View answer

Correct Answer: A

Question #291

Which of the following would NOT be a task carried out by the Request Fulfilment process?

A. The sourcing and delivering of the components of requested standard services (e

B. Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists

C. Provision of information to users and customers about the availability of services and the procedure for obtaining them

D. Provision of information used to compare actual performance against design standards

View answer

Correct Answer: D

Question #292

Which two processes will contribute MOST to enabling effective problem detection?

A. ncident and financial management

B. hange and release and deployment management

C. ncident and event management

D. nowledge and service level management

View answer

Correct Answer: C

Question #293

Which is a use of the change schedule?

A. Assigning resources to changes

B. Deciding the approval authority for changes

C. Automating the change process

D. Creating change models

View answer

Correct Answer: A

Question #294

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

A. Supplier management

B. Change control

C. Relationship management

D. Service desk

View answer

Correct Answer: C

Question #295

Which practice needs people who understand complex systems and have creative and analytical skills?

A. Change enablement

B. Service level management

C. Service request management

D. Problem management

View answer

Correct Answer: D

Question #296

Which skill is required by the 'service level management' practice?

A. Supplier management

B. Technical expertise

C. Event monitoring

D. Problem management

View answer

Correct Answer: A

Question #297

Which of the following availability management activities is/are considered to be proactive as opposed to reactive?1. Monitoring system availability2. Designing availability into a proposed solution

A. one of the above

B. oth of the above

C. only

D. only

View answer

Correct Answer: D

Question #298

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

A. ervice offering

B. ervice provision

C. ervice management

D. ervice consumption

View answer

Correct Answer: C

Question #299

Which process is responsible for recording the current details, status, interfaces and dependencies of all the services that are being run or being prepared to run in the live environment?

A. service level management

B. service catalogue management

C. demand management

D. service transition

View answer

Correct Answer: B

Question #300

Match the following activities with the Deming Cycle stages1 Monitor, Measure and Review2 Continual Improvement3 Implement Initiatives4 Plan for Improvement

A. 2 Plan, 3 Do, 4 Check, 1 Act

B. 4 Plan, 3 Do, 1 Check, 2 Act

C. 1 Plan, 2 Do, 3 Check, 4 Act

D. 3 Plan, 2 Do, 4 Check, 1 Act

View answer

Correct Answer: B

Question #301

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

A. Focus on value

B. Start where you are

C. Think and work holistically

D. Keep it simple and practical

View answer

Correct Answer: C

Question #302

Which of these statements about assets, resources and capabilities is MOST accurate?

A. capabilities and resources are both ways of using assets

B. Resources are types of asset and capabilities are ways of using assets

C. resources and capabilities are both types of asset

D. capabilities are types of asset and resources are ways of using assets

View answer

Correct Answer: C

Question #303

Which one of the following would NOT involve event management?

A. ntrusion detection

B. ecording and monitoring environmental conditions in the data centre

C. ecording service desk staff absence

D. onitoring the status of configuration items

View answer

Correct Answer: C

Question #304

What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?

A. trategic customers

B. xternal customers

C. alued customers

D. nternal customers

View answer

Correct Answer: B

Question #305

Which describes a CORRECT approach to change authorization?

A. Changes included in the change schedule are pre-authorized and do not need additional authorization

B. Normal changes should be assessed and authorized before they are deployed

C. Emergency changes should be authorized by as many people as possible to reduce risk

D. Normal changes are typically implemented as service requests and authorized by the service desk

View answer

Correct Answer: B

Question #306

What type of record should you raise when a problem diagnosis is complete and a workaround is available?

A. service object

B. n incident

C. change

D. known error

View answer

Correct Answer: D

Question #307

Service Acceptance criteria are used to?

A. nsure the design stage of the Lifecycle

B. nsure Portfolio Management is in place

C. nsure delivery and support of a service

D. nsure service Key Performance Indicators (KPIs) are reported

View answer

Correct Answer: C

Question #308

Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?1. Providing an understanding of what strategy is2. Ensuring a working relationship between the customer and service provider3. Defining how value is created

A. only

B. only

C. only

D. ll of the above

View answer

Correct Answer: D

Question #309

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

A. service operation

B. service transition

C. service design

D. service strategy

View answer

Correct Answer: D

Question #310

Which statement about outcomes is CORRECT?

A. They are deliverables provided to service consumers

B. They allow service consumers to achieve a desired result

C. They provide products to service providers based on outputs

D. They co-create value for service providers by reducing costs and risks

View answer

Correct Answer: B

Question #311

Which of the following identifies the purpose of service transition planning and support?

A. rovide overall planning for service transitions and co-ordinate the resources they require

B. nsure that all service transitions are properly authorized

C. rovide the resources to allow all infrastructure elements of a service transition to be recorded and tracked

D. o define testing scripts to ensure service transitions are unlikely to ever fail

View answer

Correct Answer: A

Question #312

Which process contains the Business, Service and Component sub-processes?

A. Service Level Management

B. Capacity Management

C. Incident Management

D. Financial Management

View answer

Correct Answer: B

Question #313

Identify the missing words in the following sentence:The 'incident management' practice should maintain [?] for logging and managing incidents.

A. a dedicated team

B. a formal process

C. detailed procedures

D. a value chain activity

View answer

Correct Answer: B

Question #314

Which of the following activities are performed by a desk?1. Logging details of incidents and service requests2. Providing first-line investigation and diagnosis3. Restoring service4. Implementing all standard changes

A. ll of the above

B. , 2 and 3 only

C. and 4 only

D. and 4 only

View answer

Correct Answer: B

Question #315

Which of the following does the Availability Management process include?1 Ensuring services are able to meet availability targets2 Monitoring and reporting actual availability3 Improvement activities, to ensure that services continue to meet or exceed their availability goals

A. 1 and 2 only

B. 1 and 3 only

C. All of the other alternatives apply

D. 1 only

View answer

Correct Answer: C

Question #316

There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?1. Progress2. Effectiveness3. Efficiency 4. ?

A. ost

B. onformance

C. ompliance

D. apacity

View answer

Correct Answer: C

Question #317

What should be considered as part of the 'partners and suppliers' dimension?

A. The level of integration and formality involved in the relationships between organizations

B. The activities, workflows, controls and procedures needed to achieve the agreed objectives

C. The information created, managed and used in the course of service provision and consumption

D. The required skills and competencies of teams and individual members of the organization

View answer

Correct Answer: A

Question #318

Which of the following is NOT the responsibility of the Service Catalogue Manager?

A. Ensuring that all operational services are recorded in the Service Catalogue

B. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio

C. Ensuring that information in the Service Catalogue is accurate

D. Ensuring that information within the Service Pipeline is accurate

View answer

Correct Answer: D

Question #319

Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

A. Deployment management

B. Release management

C. Change control

D. Service configuration management

View answer

Correct Answer: C

Question #320

Which practice makes new services available for use?

A. Change enablement

B. Release management

C. Deployment management

D. IT asset management

View answer

Correct Answer: B

Question #321

What is the objective of Access Management?

A. To manage access to the Service Desk

B. To manage access to computer rooms and other secure locations

C. To manage the right to use a service or group of services

D. To provide security staff for Data Centers and other buildings

View answer

Correct Answer: C

Question #322

The BEST description of the guidance provided by Service Design is?

A. The design and development of new services

B. The design and development of service improvements

C. The design and development of services and service management processes

D. The day-to-day operation and support of services

View answer

Correct Answer: C

Question #323

Which practice involves the management of vulnerabilities that were not identified before the service went live?

A. Service request management

B. Problem management

C. Change control

D. Service level management

View answer

Correct Answer: B

Question #324

Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?

A. o ensure that a service managed and operated accordance with constraints specified during design

B. o design and develop capabilities for service management

C. o provide good-quality knowledge and information about services

D. o plan the resources required to manage a release

View answer

Correct Answer: B

Question #325

A major international company owns shopping malls in many countries. They are responsible for the security, safety and comfort of shoppers visiting the stores in the mall and the facilities management of the locations. The company relies on IT services provided by its IT division. The IT division consists of a corporate IT department at the company's headquarters and a local IT team at each mall. The IT division obtains IT services and products from over 100 different suppliers globally.The management of su

A.

B.

C.

D.

View answer

Correct Answer: D

Question #326

Which is the BEST approach to defining a vision and a strategy in an organization with multiple specialization divisions?

A. Vision and strategy should be defined by the executive leader and communicated to me divisions

B. Vision and strategy should be defined by the governing body and communicated to the divisions' leaders

C. Vision and strategy should be defined in collaboration with the leaders of the organization and division

D. Vision and strategy should be defined in collaboration with the enterprise architects and consultants

View answer

Correct Answer: C

Question #327

Which one of the following is concerned with policy and direction?

A. apacity management

B. overnance

C. ervice design

D. ervice level management

View answer

Correct Answer: B

Question #328

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

A. ervice level management

B. T operations management

C. apacity management

D. ncident management

View answer

Correct Answer: B

Question #329

Which one of the following is an objective of release and deployment management?

A. o standardize methods and procedures used for efficient and prompt handling of all changes

B. o ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)

C. o ensure that the overall business risk of change is optimized

D. o define and agree release and deployment plans with customers and stakeholders

View answer

Correct Answer: D

Question #330

Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

A. Service providers are able to respond more quickly to customer needs

B. Bottlenecks in the service provider's workflow are identified

C. The complexities of the service provider's IT systems are identified

D. The service provider gains a better understanding of the customer experience

View answer

Correct Answer: A

Question #331

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

View answer

Correct Answer: C

Question #332

In Availability Management, Confidentiality and Integrity are elements of:

A. Reliability

B. Serviceability

C. Security

D. Maintainability

View answer

Correct Answer: C

Question #333

Which statement about the service value chain is CORRECT?

A. he service value chain converts value into demand

B. ach value chain activity uses different combinations of practices to convert inputs into outputs

C. ach value chain activity identifies a requirement for resources from an external supplier

D. he service value chain uses value streams to describe a combination of consumers and providers

View answer

Correct Answer: B

Question #334

Which of the following are responsibilities of a Service Level Manager?1) Agreeing targets in Service Level Agreements2) Designing the service so it can meet the targets3) Ensuring all needed contracts and agreements are in place

A. 1 and 3 only

B. 1, 2 and 3 are all true

C. 2 and 3 only

D. 1 and 2 only

View answer

Correct Answer: A

Question #335

See the Scenario for additional information.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America.It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT

A. and 2

B. and 3

C. and 4

D. and 4

View answer

Correct Answer: A

Question #336

Which of the following is NOT a FUNCTION?

A. Application Management

B. Service Desk

C. Incident Management

D. Technical Management

View answer

Correct Answer: C

Question #337

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

A. ervice design: Design the processes

B. ervice strategy: Develop the offerings

C. ervice transition: Plan and prepare for deployment

D. ervice operation: IT operations management

View answer

Correct Answer: A

Question #338

Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

A. Implementing service and process improvements

B. Reviewing measurements and metrics

C. Creating a baseline

D. Defining measurable targets

View answer

Correct Answer: D

Question #339

Which one of the following statements BEST describes a definitive media library (DML)?

A. secure location where definitive hardware spares are held

B. secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected

C. database that contains definitions of all media CIs

D. secure library where definitive authorized versions of all software and back-ups are stored and protected

View answer

Correct Answer: B

Question #340

Which of the following should be supported by technology?1. Verification of Configuration Management System data2. Control of user desk-tops3. Creation and use of diagnostic scripts4. Visibility of overall IT Service performance

A. 2, 3 and 4 only

B. 1, 2 and 3 only

C. 1, 3 and 4 only

D. All of the above

View answer

Correct Answer: D

Question #341

Which will NOT be handled as a service request?

A. The degradation of a service

B. The replacement of a toner cartridge

C. The provision of a laptop

D. A complaint about a support team

View answer

Correct Answer: A

Question #342

Defining the processes needed to operate a new service is part of:

A. Service Design: Design the processes

B. Service Transition: Plan and prepare for deployment

C. Service Strategy: Develop the offerings

D. Service Operation: IT Operations Management

View answer

Correct Answer: A

Question #343

Exhibit:Which of the following are responsibilities of a service level manager?Please refer to the exhibit.

A. 2 and 3 only

B. all of the alternatives apply

C. 1 and 3 only

D. 1 and 2 only

View answer

Correct Answer: C

Question #344

Which is a result of applying the guiding principle 'progress iteratively with feedback'?

A. The ability to discover and respond to failure earlier

B. Standardization of practices and services

C. Understanding the customer's perception of value

D. Understanding the current state and identifying what can be reused

View answer

Correct Answer: A

Question #345

What is the definition of an Alert?

A. n error message to the user of an application

B. warning that a threshold has been reached or that something has changed

C. type of Incident

D. n audit report that indicates areas where IT is not performing according to agreed procedures

View answer

Correct Answer: B

Question #346

What describes how components and activities work together to facilitate value creation?

A. The ITIL service value system

B. The ITIL guiding principles

C. The four dimensions of service management

D. A service relationship

View answer

Correct Answer: A

Question #347

What BEST describes the relationship between planning and risk?

A. Planning is a high level function, risk management is a tactical activity

B. Planning should always consider risks and how to mitigate them

C. Planning focuses on what needs to be accomplished, risk management is part of how work is to be performed

D. Risk management is the exclusive domain of dedicated risk managers

View answer

Correct Answer: B

Question #348

Which is one of the MAIN concerns of the 'design and transition' value chain activity?

A. Understanding the organization's vision

B. Understanding stakeholder needs

C. Meeting stakeholder expectations

D. Ensuring service components are available

View answer

Correct Answer: C

Question #349

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

A. Relationship management

B. Change enablement

C. Supplier management

D. Service desk

View answer

Correct Answer: D

Question #350

Which step of the continual improvement model includes baseline assessments?

A. Did we get there?

B. Where are we now?

C. What is the vision?

D. Where do we want to be?

View answer

Correct Answer: B

Question #351

Which statement about change authorities is CORRECT?

A. Change authorities are only required for authorizing emergency changes

B. Change authorities are assigned when each change is deployed

C. Change authorities are only required for authorizing normal changes

D. Change authorities are assigned for each type of change and change model

View answer

Correct Answer: D

Question #352

Which is handled as a service request?

A. An investigation to identify the cause of an incident

B. A compliment about an IT support team

C. The failure of an IT service

D. An emergency change to implement a security patch

View answer

Correct Answer: B

Question #353

Which term relates to service levels aligned with the needs of service consumers?

A. Service management

B. Warranty

C. Cost

D. Utility

View answer

Correct Answer: B

Question #354

Which of the following is NOT a benefit of using public frameworks and standards?

A. They are validated across a wide range of environments making them more robust

B. Knowledge of public frameworks is more likely to be widely distributed

C. They make collaboration between organizations easier by giving a common language

D. They are always free ensuring they can be implemented quickly

View answer

Correct Answer: D

Question #355

An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?

A. A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences

B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied

C. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed

D. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction

View answer

Correct Answer: B

Question #356

Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?

A. Service Design

B. Service Transition

C. Service Strategy

D. Service Operation

View answer

Correct Answer: C

Question #357

Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?

A. Release management

B. Supplier management

C. Service management

D. Relationship management

View answer

Correct Answer: B

Question #358

The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

A. ustomer level

B. ervice level

C. orporate level

D. onfiguration level

View answer

Correct Answer: D

Question #359

Technical Management is NOT responsible for?

A. aintenance of the technical Infrastructure

B. ocumenting and maintaining the technical skills required to manage and support the IT Infrastructure

C. efining the Operational Level Agreements for the various technical teams

D. iagnosis of, and recovery from, technical failures

View answer

Correct Answer: C

Question #360

Which gives a user access to a system?

A. ervice requirement

B. ervice agreement

C. ervice consumption

D. ervice provision

View answer

Correct Answer: D

Question #361

Scenario -A company provides an internet-based gift delivery service which is highly dependent upon IT services provided by the internal IT organization. A year ago the customer payments service that supports the gift ordering website regularly experienced poor availability. The organization hired a service management consultant to assess why the IT services were performing poorly and to rectify the situation.As part of the solution, the consultant implemented service level management and adopted the role o

A. he SLM should agree with the business managers to set up a service improvement plan (SIP) to address the issue

B. he issue is with the service desk and its incorrect interpretation of the SLA and failure to escalate the issues

C. he issue is clearly a breakdown in understanding regarding the critical business periods and the matching of these to the availability targets in the SLAs

D. he SLM should conduct an investigation by reviewing incidents and problems

View answer

Correct Answer: A

Question #362

What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

A. erviceability

B. vailability

C. apacity

D. ontinuity

View answer

Correct Answer: B

Question #363

See the Scenario for additional information.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America.It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City IT

A. and 2

B. and 3

C. and 4

D. and 4

View answer

Correct Answer: D

Question #364

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

A. Focus on value

B. Start where you are

C. Think and work holistically

D. Optimize and automate

View answer

Correct Answer: D

Question #365

Which of the following activities would be performed by a process manager?1. Monitoring and reporting on process performance2. Identifying improvement opportunities3. Appointing people to required roles

A. ll of the above

B. and 3 only

C. and 2 only

D. and 3 only

View answer

Correct Answer: A

Question #366

Which guiding principle considers the importance of customer loyalty?

A. Progress iteratively with feedback

B. Focus on value

C. Optimize and automate

D. Start where you are

View answer

Correct Answer: B

Question #367

Which of these should a change model include?1. The steps that should be taken to handle the change2. Responsibilities; who should do what, including escalation3. Timescales and thresholds for completion of the actions4. Complaints procedures

A. , 2 and 3 only

B. ll of the above

C. and 3 only

D. and 4 only

View answer

Correct Answer: A

Question #368

Which is NOT a component of the service value system?

A. The service value chain

B. Opportunity and demand

C. Continual improvement

D. Governance

View answer

Correct Answer: B

Question #369

Which of the following is concerned with fairness and transparency?

A. apacity management

B. overnance

C. ervice design

D. ervice level management

View answer

Correct Answer: B

Question #370

Which one of the following is the BEST definition of the term service management?

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

B. group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

C. he management of functions within an organization to perform certain activities

D. nits of organizations with roles to perform certain activities

View answer

Correct Answer: A

Question #371

What describes how components and activities work together to facilitate value creation?

A. he ITIL service value system

B. he ITIL guiding principles

C. he four dimensions of service management

D. service relationship

View answer

Correct Answer: A

Question #372

What is the entry point or the first level of the V model?

A. ervice Solution

B. ustomer / Business Needs

C. ervice Release

D. ervice Requirements

View answer

Correct Answer: B

Question #373

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

A. Relationship management

B. Change enablement

C. Release management

D. Monitoring and event management

View answer

Correct Answer: B

Question #374

Capacity Management is responsible for ensuring the capacity of the IT Infrastructure matches the evolving demands of the business in the most cost effective and timely manner.Which of the following is NOT part of this responsibility?

A. Monitoring performance and throughput of individual IT components

B. Tuning systems to make most effective use of IT resources

C. Purchasing resources for the IT Infrastructure

D. Influencing customer behaviour to optimise the use of IT resources

View answer

Correct Answer: C

Question #375

Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

A. Incident management

B. Monitoring and event management

C. Service level management

D. IT asset management

View answer

Correct Answer: C

Question #376

Which guiding principle focuses on reducing costs and human errors?

A. Focus on value

B. Collaborate and promote visibility

C. Optimize and automate

D. Think and work holistically

View answer

Correct Answer: C

Question #377

The difference between service metrics and technology metrics is BEST described as?

A. ervice metrics measure the end to end service; Technology metrics measure individual components

B. ervice metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

C. ervice metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity

D. ervice metrics measure each of the service management processes; Technology metrics measure the infrastructure

View answer

Correct Answer: A

Question #378

Which is part of the 'focus on value' guiding principle?

A. Understanding what services help the service consumer

B. Reducing the number of steps in the customer experience

C. Assessing services to identify parts that can be reused

D. Identifying activities that can be achieved in smaller iterations

View answer

Correct Answer: A

Question #379

Hierarchic escalation is BEST described as?

A. otifying more senior levels of management about an incident

B. assing an incident to people with a greater level of technical skill

C. sing moresenior specialists than necessary to resolve an Incident to maintain customer satisfaction

D. ailing to meet the incident resolution times specified in a service level agreement

View answer

Correct Answer: A

Question #380

Which practice involves the management of vulnerabilities that were not identified before the service went live?

A. Service request management

B. Problem management

C. Change control

D. Service level management

View answer

Correct Answer: B

Question #381

Which process is responsible for low risk, frequently occurring, low cost changes?

A. Demand Management

B. Incident Management

C. Release and Deployment Management

D. Request Fulfilment

View answer

Correct Answer: D

Question #382

Which of the following are the MAIN objectives of incident management?1 to automatically detect service affecting events2 to restore normal service operation as quickly as possible3 to minimize the adverse impacts on business operations

A. all of the alternatives apply

B. 1 and 2 only

C. 2 and 3 only

D. 1 and 3 only

View answer

Correct Answer: C

Question #383

Which of the following statements about processes is INCORRECT?

A. he output from a process has to conform to operational norms derived from business objectives

B. he objective of any IT process should be expressed in terms of business benefits and goals

C. process may define policies, standards and guidelines

D. he definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"

View answer

Correct Answer: D

Question #384

Which describes a 'change authority'?

A. A model used to determine who will assess a change

B. A person who approves a change

C. A tool used to help plan changes

D. A way to manage the people aspects of change

View answer

Correct Answer: B

Question #385

Which is the correct definition of a customer facing service?

A. ne which directly supports the business processes of customers

B. service that cannot be allowed to fail

C. ne which is not covered by a service level agreement

D. service not directly used by the business

View answer

Correct Answer: A

Question #386

What must always be done before an activity is automated?

A. Check that the activity has already been optimized

B. Check that suitable new technology has been purchased

C. Ensure that DevOps has been successfully implemented

D. Ensure the solution removes the need for human intervention

View answer

Correct Answer: A

Question #387

Which process includes business, service and componentsub-processes?

A. apacity management

B. ncident management

C. ervice level management

D. inancial management

View answer

Correct Answer: A

Question #388

Which of these is/are TRUE?1 Functional escalation is an essential part of the Incident Management process2 All calls to the Service Desk should be treated as incidents3 Service Requests can be handled by Service Desk Staff

A. 1 and 3

B. All three of them

C. Only 1

D. 1 and 2

View answer

Correct Answer: A

Question #389

What is the purpose of the 'monitoring and event management' practice?

A. To restore normal service operation as quickly as possible

B. To manage workarounds and known errors

C. To capture demand for incident resolution and service requests

D. To systematically observe services and service components

View answer

Correct Answer: D

Question #390

The group that reviews Changes that must be installed faster than the normal Change process is called the:

A. Technical Management (TM)

B. Urgent Change Authority (UCA)

C. Emergency Change Advisory Board (ECAB)

D. Urgent Change Board (UCB)

View answer

Correct Answer: C

Question #391

Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

A. Service request management

B. Service configuration management

C. Deployment management

D. Change enablement

View answer

Correct Answer: A

Question #392

Which of the following providevalue to the business from service strategy?1. Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful2. Enabling the service provider to respond quickly and effectively to changes in the business environment3. Reduction in the duration and frequency of service outages

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

View answer

Correct Answer: C

Question #393

When should a workaround be created?

A. As soon as possible, once the incident is logged

B. After the resolution of a problem

C. When a problem cannot be resolved quickly

D. When a potential permanent solution has been identified

View answer

Correct Answer: C

Question #394

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

A. ervice design

B. ervice transition

C. ontinual service improvement

D. ervice operation

View answer

Correct Answer: A

Question #395

Which of the following BEST describes a Service Request?

A. A request from a User for information, advice or for a Standard Change

B. Anything that the customer wants and is prepared to pay for

C. Any request or demand that is entered by a user via a Self-Help web-based interface

D. Any Request For Change (RFC) that is low risk and can be approved by the Change Manager without a Change Advisory Board (CAB) meeting

View answer

Correct Answer: A

Question #396

Which of the following statements is CORRECT?

A. The CMS is part of the Configuration Management Data Base (CMDB)

B. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)

C. The Service Knowledge Management System (SKMS) is part of the CMS

D. The KEDB and the CMS form part of the larger SKMS

View answer

Correct Answer: D

Question #397

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

A. ervice operation

B. ervice transition

C. ontinual service improvement

D. ervice strategy

View answer

Correct Answer: C

Question #398

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

A. Fulfilling a service request

B. Authorizing an emergency change

C. Logging a new problem

D. Investigating a major incident

View answer

Correct Answer: D

Question #399

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

A. Only add controls and metrics when they are needed

B. Design controls and metrics first, then remove those not adding value

C. Design controls and metrics and add them individually until all are implemented

D. Only add controls and metrics that are required for compliance

View answer

Correct Answer: A

Question #400

What is the BEST description of an operational level agreement (OLA)?

A. n agreement between the service provider and another part of the same organization

B. n agreement between the service provider and an external organization

C. document that describes to a customer how services will be operated on a day-to-day basis

D. document that describes business services to operational staff

View answer

Correct Answer: A

Question #401

The CIO of a large multi-national organization has noticed that the whole IT department are performing poorly. The CIO is committed to changing the behaviour patterns of their staff to improve performance across the whole IT department.Which of the following will BEST help to improve staff behaviour?

A. Running safe to fail experiments that provide learning opportunities

B. Comparing the cost of delay' between work items to ensure that financially valuable work is prioritized

C. Implementing CI/CD toots to deploy software quickly

D. Adopting Kanban boards to visualise the flow of work across software development teams

View answer

Correct Answer: A

Question #402

What is the purpose of the 'incident management' practice?

A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

B. To capture demand for incident resolution and service requests

C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

D. To support the agreed service quality by effective handling of all agreed user-initiated service requests

View answer

Correct Answer: A

Question #403

Which role approves the cost of services?

A. User

B. Change authority

C. Sponsor

D. Customer

View answer

Correct Answer: C

Question #404

To add value to the business, what are the four reasons to monitor and measure?

A. alidate; Direct; Justify; Improve

B. valuate; Diagnose; Justify; Intervene

C. alidate; Direct; Justify; Intervene

D. valuate; Direct; Justify; Improve

View answer

Correct Answer: C

Question #405

What is the definition of a known error?

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

B. A cause, or potential cause, of one or more incident

C. A problem that has been analyzed and has not been resolved

D. Any change of state that has significance for the management of a service or other configuration item (CI)

View answer

Correct Answer: C

Question #406

Which of the following are the two primary elements that create value for customers?

A. Utility and Warranty

B. Customer and User Satisfaction

C. Understanding Service Requirements and Warranty

D. Value on Investment, Return on Investment

View answer

Correct Answer: A

Question #407

Which of the following is the best definition of IT service management?

A. n internal service provider that is embedded within a business unit

B. complete set of all the documentation required to deliver world class services to customers

C. echnical implementation of supporting IT infrastructure components

D. he implementation and management of quality IT services that meet business needs

View answer

Correct Answer: D

Question #408

Which process is responsible for providing the right to use an IT service?

A. access management

B. incident management

C. request Fulfillment

D. change management

View answer

Correct Answer: A

Question #409

Which of the following sentences BEST describes a Standard Change?

A. change to the service provider's established policies and guidelines

B. pre-authorized change that has an accepted and established procedure

C. change that is made as the result of an audit

D. change that correctly follows the required change process

View answer

Correct Answer: B

Question #410

Which one of the following is NOT a valid purpose or objective of problem management?

A. o prevent problems and resultant incidents

B. o manage problems throughout their lifecycle

C. o restore service to a user

D. o eliminate recurring incidents

View answer

Correct Answer: C

Question #411

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

A. Service provider ceasing to trade

B. Security breach

C. Failure of server hardware

D. Cost of purchasing servers

View answer

Correct Answer: C

Question #412

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

A. Service level management

B. Relationship management

C. Service desk

D. Monitoring and event management

View answer

Correct Answer: C

Question #413

Which one of the following does service metrics measure?

A. unctions

B. aturity and cost

C. he end-to-end service

D. nfrastructure availability

View answer

Correct Answer: C

Question #414

An organization is implementing new technology that will significantly improve how they interact with their customers.Which term BEST describes this situation?

A. Digital organization

B. High velocity IT

C. Digital transformation

D. IT transformation

View answer

Correct Answer: C

Question #415

Which of the following statements BEST describes the aims of release and deployment management?

A. o build, test and deliver the capability to provide the services specified by service design

B. o ensure that each release package specified by service design consists of a set of related assets and service components

C. o ensure that all changes can be tracked, tested and verified if appropriate

D. o record and manage deviations, risks and issues related to the new or changed service

View answer

Correct Answer: A

Question #416

Which is included in the purpose of the 'deliver and support' value chain activity?

A. Meeting stakeholder expectations for time to market

B. Understanding the organization's service vision

C. Understanding stakeholder needs

D. Providing services to agreed specifications

View answer

Correct Answer: D

Question #417

Which one of the following is an objective of service transition?

A. o negotiate service levels for new services

B. o ensure that service changes create the expected business value

C. o minimize the impact of service outages on day-to-day business activities

D. o plan and manage entries in the service catalogue

View answer

Correct Answer: B

Question #418

Which of the following are Service Desk organizational structures?1 Local Service Desk2 Virtual Service Desk3 IT Help Desk4 Follow the Sun

A. 1, 3 and4 only

B. 1, 2 and 4 only

C. 1, 2 and 3 only

D. 2, 3 and 4 only

View answer

Correct Answer: B

Question #419

A Service design package (SDP) would normally be produced for which of the following?1. A new IT service2. A major change to an IT service3. An emergency change to an IT service4. An IT service retirement

A. 2, 3 and 4 only

B. 1, 2 and 4 only

C. None of the above

D. All of the above

View answer

Correct Answer: B

Question #420

Which is a purpose of the 'service level management' practice?

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

B. To ensure that the organization's suppliers and their performance are managed appropriately

C. To support the agreed quality of a service by handling all agreed, user-initiated service requests

D. To set clear business-based targets for service levels

View answer

Correct Answer: D

Question #421

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

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

View answer

Correct Answer: B

Question #422

Which of the following should be considered when designing measurement systems, methods and metrics?1. The services2. The architectures3. The configuration items4. The processes

A. , 2 and 3 only

B. , 3 and 4 only

C. , 3 and 4 only

D. ll of the above

View answer

Correct Answer: D

Question #423

Which statement about outcomes is CORRECT?

A. Outcomes rely on outputs to deliver results for a stakeholder

B. Outcomes use activities to produce tangible or intangible deliverables

C. Outcomes give service consumers assurance of products or services

D. Outcomes help a service consumer to assess the cost of a specific activity

View answer

Correct Answer: A

Question #424

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

View answer

Correct Answer: B

Question #425

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

A. service option

B. service transition package (STP)

C. service design package (SDP)

D. service charter

View answer

Correct Answer: C

Question #426

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?

A. Service desk

B. Monitoring and event management

C. Service level management

D. Continual improvement

View answer

Correct Answer: D

Question #427

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

A. A problem

B. A configuration item

C. A workaround

D. An incident

View answer

Correct Answer: A

Question #428

What is a configuration item?

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

B. Any change of state that has significance for the management of a service

C. Any component that needs to be managed in order to deliver an IT service

D. A problem that has been analyzed but has not been resolved

View answer

Correct Answer: C

Question #429

Which of the following questions does Service Strategy help answer with its guidance? 1.How do we prioritize investments across a portfolio?2. What services to offer and to whom?3. What are the Patterns of Business Activity (PBA)?

A. only

B. only

C. only

D. ll of the above

View answer

Correct Answer: D

Question #430

Which of the following provides resources to resolve operational and support issues during Release and Deployment?

A. Early Life Support

B. Service Test Manager

C. Evaluation

D. Release Packaging and Build Manager

View answer

Correct Answer: A

Question #431

Which is the first step in the 7 Step Improvement Process?

A. repare for action

B. efine what you should measure

C. dentify gaps in Service Level Agreement (SLA) achievement

D. here are we now?

View answer

Correct Answer: B

Question #432

Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"

A. ervice Strategy

B. ervice Design

C. ervice Operation

D. ervice Transition

View answer

Correct Answer: C

Question #433

Which statement about the automation of service requests is CORRECT?

A. Service requests that cannot be automated should be handled as incidents

B. Service requests and their fulfilment should be automated as much as possible

C. Service requests that cannot be automated should be handled as problems

D. Service requests and their fulfilment should be carried out by service desk staff without automation

View answer

Correct Answer: B

Question #434

Which one of the following is the BEST description of a major incident?

A. n incident which is so complex that it requires root cause analysis before a workaround can be found

B. n incident which requires a large number of people to resolve

C. n incident logged by a senior manager

D. n incident which has a high priority or a high impact on the business

View answer

Correct Answer: D

Question #435

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

A. relationships with suppliers

B. configuration of services

C. skills of people

D. authorization of changes

View answer

Correct Answer: B

Question #436

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

A. A current state assessment that is carried out at the start of an improvement initiative

B. The identification of all interested parts at the start of an improvement initiative

C. An improvement initiative that is broken into a number of manageable sections

D. An assessment of how all the parts of an organization will affect an improvement initiative

View answer

Correct Answer: C

Question #437

Which practice is responsible for moving new or changed components to live or other environments?

A. Release management

B. Deployment management

C. Change enablement

D. Supplier management

View answer

Correct Answer: B

Question #438

An organization is aiming to use an innovative social media platform to improve engagement with young consumers. What should the organization’s strategy focus on?

A. Ecosystem disruption supported by operational excellence

B. Market relevance supported by ecosystem disruption

C. Customer and market relevance supported by operational excellence

D. Operational excellence supported by customer and market relevance

View answer

Correct Answer: C

Question #439

An organization is planning to communicate information about a new improvement initiative by providing information on the IT portal, sending emails, and holding meetings with affected groups.Which communication principle are they applying?

A. Communication is a two-way process

B. We are all communicating all the time

C. Timing and frequency matter

D. There is no single method of communicating

View answer

Correct Answer: D

Question #440

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

View answer

Correct Answer: B

Question #441

Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

A. usiness Objectives, IT Objectives, Process Metrics

B. rocess Models, Goals and Objectives

C. ision and Strategy, Tactical Goals and Operational Goals

D. usiness and IT Strategy and Process Definitions

View answer

Correct Answer: C

Question #442

Within Service Design, what is the key output handed over to Service Transition?

A. Process definitions

B. Measurement, methods and metrics

C. Service Portfolio Design

D. Service Design Package

View answer

Correct Answer: D

Question #443

Which of the following is an enabler of best practice?

A. Standards

B. Technology

C. Academic research

D. Internal experience

View answer

Correct Answer: B

Question #444

Which will help solve incidents more quickly?

A. Target resolution times

B. Escalating all incidents to support teams

C. Collaboration between teams

D. Detailed procedural steps for incident investigation

View answer

Correct Answer: C

Question #445

In which document would you expect to see an overview of actual service achievements against targets?

A. perational level agreement (OLA)

B. apacity plan

C. ervice level agreement (SLA)

D. LA monitoring chart (SLAM)

View answer

Correct Answer: D

Question #446

Which one of the following would NOT involve event management?

A. ntrusion detection

B. ecording and monitoring environmental conditions in the data centre

C. ecording service desk staff absence

D. onitoring the status of configuration items

View answer

Correct Answer: C

Question #447

Which is part of the 'focus on value' guiding principle?

A. Understanding what services help the service consumer

B. Reducing the number of steps in the customer experience

C. Assessing services to identify parts that can be reused

D. Identifying activities that can be achieved in smaller iterations

View answer

Correct Answer: A

Question #448

Effective release and deployment management enables the service provider to add value to the business by?

A. nsuring that all assets are accounted for

B. nsures that the fastest servers are purchased

C. elivering change, faster and at optimum cost and minimized risk

D. erifying the accuracy of all items in the configuration management database

View answer

Correct Answer: C

Question #449

Which statement about 'continual improvement' is CORRECT?

A. All improvement ideas should be logged in a single 'continual improvement register'

B. A single team should carry out 'continual improvement' across the organization

C. 'Continual improvement' should have minimal interaction with other practices

D. Everyone in the organization is responsible for some aspects of 'continual improvement'

View answer

Correct Answer: D

Question #450

Application Management plays a role in all applications. One of the key decisions to which they contribute is?

A. hether to buy an application or build it

B. hould application development be outsourced

C. ho the vendor of the storage devices will be

D. here the vendor of an application is located

View answer

Correct Answer: A

Question #451

What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

A. Employers

B. Stakeholders

C. Regulators

D. Accreditors

View answer

Correct Answer: B

Question #452

Which of the following is NOT one of the five individual aspects of service design?

A. he design of the service portfolio, including the service catalogue

B. he design of new or changed services

C. he design of market spaces

D. he design of the technology architectures

View answer

Correct Answer: C

Question #453

Which role approves the cost of services?

A. User

B. Change authority

C. Sponsor

D. Customer

View answer

Correct Answer: C

Question #454

Which is provided by the 'engage' value chain activity?

A. Ensuring that stakeholder expectations for quality are met

B. Ensuring that stakeholder needs are understood by the organization

C. Ensuring that service components are available when needed

D. Ensuring that services are operated to meet agreed specifications

View answer

Correct Answer: B

Question #455

To add value to the business, what are the four reasons to monitor and measure?

A. alidate; Direct; Justify; Improve

B. valuate; Diagnose; Justify; Intervene

C. alidate; Direct; Justify; Intervene

D. valuate; Direct; Justify; Improve

View answer

Correct Answer: C

Question #456

Which of the following are benefits to the business of implementingservice transition?1. Better reuse and sharing of assets across projects and resources2. Reduced cost to design new services3. Result in higher volume of successful changes

A. and 2 only

B. and 3 only

C. and 3 only

D. one of the above

View answer

Correct Answer: C

Question #457

Which of the following identify the purpose of business relationship management?1. To establish and maintain a business relationship between service provider and customer2. To identify customer needs and ensure that the service provider is able to meet

A. oth of the above

B. only

C. only

D. either of the above

View answer

Correct Answer: A

Question #458

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

A. To maximize the number of successful service and product changes

B. To ensure accurate information about the configuration of services is available

C. To set clear business-based targets for service levels

D. To ensure that suppliers and their performance are managed appropriately

View answer

Correct Answer: C

Question #459

When should a workaround be created?

A. As soon as possible, once the incident is logged

B. After the resolution of a problem

C. When a problem cannot be resolved quickly

D. When a potential permanent solution has been identified

View answer

Correct Answer: C

Question #460

What describes how components and activities work together to facilitate value creation?

A. The ITIL service value system

B. The ITIL guiding principles

C. The four dimensions of service management

D. A service relationship

View answer

Correct Answer: A

Question #461

Which will NOT be handled as a service request?

A. The degradation of a service

B. The replacement of a toner cartridge

C. The provision of a laptop

D. A complaint about a support team

View answer

Correct Answer: A

Question #462

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

View answer

Correct Answer: A

Question #463

The difference between service metrics and technology metrics is BEST described as?

A. service metrics measure maturity and cost; technology metrics measure efficiency and effectiveness

B. service metrics measure the end to end service; technology metrics measure individual components

C. service metrics measure processes and functions; technology metrics measure server and network availability

D. service metrics measure each of the service management processes; technology metrics measure the infrastructure

View answer

Correct Answer: B

Question #464

Which of the following provide value to the business from service strategy?1. Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful2. Enabling the service provider to respond quickly and effectively to changes in the business environment3. Reduction in the duration and frequency of service outages

A. ll of the above

B. and 3 only

C. and 2 only

D. and 3 only

View answer

Correct Answer: C

Question #465

Which reason describes why ITIL is so successful?

A. he five ITIL volumes are concise

B. t is not tied to any particular vendor platform

C. t tells service providers exactly how to be successful

D. t is designed to be used to manage projects

View answer

Correct Answer: B

Question #466

Which is part of the definition of a customer?

A. The role that defines the requirements for a service

B. A means of enabling value co-creation

C. The role that authorizes budget for service consumption

D. A set of specialized organizational capabilities for enabling value

View answer

Correct Answer: A

Question #467

Which of the following identifies the purpose of design coordination?

A. rovide a single point of control for all activities and processes within the service design stage of the lifecycle

B. nsuring all service designs have availability designed into them

C. esigning of all the links between every service design process and all other processes in the service lifecycle

D. ontrol of all supplier relationships from design right through to the production environment

View answer

Correct Answer: A

Question #468

Why is it important for service providers to understand patterns of business activity (PBA)?

A. BA are based on organizational roles and responsibilities

B. T service providers CANNOT schedule changes until they understand PBA

C. emand for the services delivered by service providers are directly influenced by PBA

D. nderstanding PBA is the only way to enable accurate service level reporting

View answer

Correct Answer: C

Question #469

What is the PRIMARY process for strategic communication with the service provider's customers?

A. ervice catalogue management

B. ervice portfolio management

C. ervice desk

D. usiness relationship management

View answer

Correct Answer: D

Question #470

What must always be done before an activity is automated?

A. Check that the activity has already been optimized

B. Check that suitable new technology has been purchased

C. Ensure that DevOps has been successfully implemented

D. Ensure the solution removes the need for human intervention

View answer

Correct Answer: A

Question #471

With which of the following processes is Problem Management least likely to interface on a regular basis?

A. IT Financial Management

B. Change Management

C. Incident Management

D. Availability Management

View answer

Correct Answer: A

Question #472

Which of the following are valid parts of the service portfolio?1. Service pipeline2. Service knowledge management system (SKMS)3. Service catalogue

A. and 2 only

B. only

C. and 3 only

D. ll of the above

View answer

Correct Answer: C

Question #473

The CIO of a large multi-national organization has noticed that the whole IT department are performing poorly. The CIO is committed to changing the behaviour patterns of their staff to improve performance across the whole IT department.Which of the following will BEST help to improve staff behaviour?

A. Running safe to fail experiments that provide learning opportunities

B. Comparing the cost of delay' between work items to ensure that financially valuable work is prioritized

C. Implementing CI/CD toots to deploy software quickly

D. Adopting Kanban boards to visualise the flow of work across software development teams

View answer

Correct Answer: A

Question #474

See the scenario for additional informational.CruiseAlong CarsCruiseAlong Cars is a car manufacturing and sales company with corporate headquarters in the United States of America.It has grown by acquisition over the last 20 years and has operations in over 50 countries.Each country has its own IT organization, with some central corporate IT services provided by the US parent company. In some countries CruiseAlong Cars has outsourced infrastructure and service desks. The largest IT supplier is Global City I

A. takeholder who receives the report: Service desk staffReport content: Customer satisfaction scores, Achievement of service availability targets

B. takeholder who receives the report: Service desk staffReport content: Achievement of service response targets, Root cause of outages

C. takeholder who receives the report: Senior executivesReport content: Customer satisfaction scores, Root cause of outages

D. takeholder who receives the report: Senior executivesReport content: Achievement of service desk response targets, Achievement of service availability targets

View answer

Correct Answer: D

Question #475

Which BEST describes the purpose of the 'improve' value chain activity?

A. To organize a major improvement initiative into several smaller initiatives

B. To make new and improved services and features available for use

C. To ensure a shared understanding of the vision and improvement direction for all products and services

D. To continually improve all products and services across all value chain activities

View answer

Correct Answer: D

Question #476

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

A. Continual improvement

B. Service value chain

C. Practices

D. Guiding principles

View answer

Correct Answer: D

Question #477

Scenario -Vericom is a leading provider of government, business and consumertelecommunication services, and is currently seeking ways in which toimprove its utilization of IT services to drive growth across its multiplelines of business. One of the largest organizations in theUnitedKingdom, Vericom is comprised of the following business units:-> Verinet (providing ADSL, cable, 3GSM, dialup and satelliteservices)-> Infrastructure Services (planning, installing and maintainingthe PSTN and mobile network infra

A. You understand the need to review current practices, soyou compare current practices against those described inthe ITIL volume of Service Operation

B. You communicate the need to review the situation, invitingvarious stakeholders from the IT departments and otherbusiness units to discuss the issues at hand

C. You understand the need for compliance to the definedprocesses, as currently many staff do not follow prescribedguidelines and procedures

D. You communicate the need to understand more about thecurrent issues, so you invite the Service Desk, Incident,Problem and Release & Deployment managers to a meetingto review the situation

View answer

Correct Answer: B

Question #478

Which of the following are the two primary elements that create value for customers?

A. Value on Investment, Return on Investment

B. Customer and User satisfaction

C. Understanding Service Requirements and Warranty

D. Utility and Warranty

View answer

Correct Answer: D

Question #479

Major Incidents require:

A. ess documentation

B. onger timescales

C. ess urgency

D. eparate procedures

View answer

Correct Answer: D

Question #480

Which of the following items would commonly be on the agenda for a change advisory board (CAB)?1. Details of failed changes2. Updates to the change schedule3. Reviews of completed changes

A. ll of the above

B. and 2only

C. and 3 only

D. and 3 only

View answer

Correct Answer: A

Question #481

Where are the details of the required performance outcomes of a service defined?

A. Service level agreements

B. Service requests

C. Service components

D. Service offerings

View answer

Correct Answer: A

Question #482

The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

A. raining in risk management for all staff and identification of risks

B. dentification of risk, analysis and management of the exposure to risk

C. ontrol of exposure to risk and investment of capital

D. raining of all staff and investment of capital

View answer

Correct Answer: B

Question #483

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

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

View answer

Correct Answer: B

Question #484

Which concept is PRIMARILY concerned with multiple teams moving to a cross-functional way of working?

A. Organizational structure

B. Employee satisfaction measurement

C. Working to a customer oriented mindset

D. The value of positive communications

View answer

Correct Answer: A

Question #485

What is the MOST important reason for prioritizing incidents?

A. To ensure that user expectations are realistic

B. To ensure that incidents with highest impact are resolved first

C. To help information-sharing and learning

D. To provide links to related changes and known errors

View answer

Correct Answer: B

Question #486

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

A. Only add controls and metrics when they are needed

B. Design controls and metrics first, then remove those not adding value

C. Design controls and metrics and add them individually until all are implemented

D. Only add controls and metrics that are required for compliance

View answer

Correct Answer: A

Question #487

The major difference between a CMDB and an asset register is that CMDB holds information on:

A. Documentation

B. Software

C. The IT environment

D. Relationships

View answer

Correct Answer: D

Question #488

Which one of the following is the BEST description of a relationship in service asset and configuration management?

A. escribes the topography of the hardware

B. escribes how the configuration items (CIs) work together to deliver the services

C. efines which software should be installed on a particular piece of hardware

D. efines how version numbers should be used in a release

View answer

Correct Answer: B

Question #489

Which of the following is a good metric for measuring the effectiveness of Service Level management?

A. Customer satisfaction score

B. number of services deployed within agreed terms

C. average number of daily incidents managed by each service agent

D. number of services in the service portfolio

View answer

Correct Answer: A

Question #490

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

A. Service level management

B. Relationship management

C. Service desk

D. Monitoring and event management

View answer

Correct Answer: C

Question #491

The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

A. A change

B. A change model

C. A change request

D. A change advisory board

View answer

Correct Answer: A

Question #492

The definitive media library is the responsibility of:

A. acilities management

B. ccess management

C. equest fulfillment

D. ervice asset and configuration management

View answer

Correct Answer: D

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