Latest ITIL 4 Foundation Exam Questions for Comprehensive Preparation

Question #1

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 #2

Information that is needed to resolve problems is difficult to obtain because IT staff are worried that they will be blamed for mistakes. Which concept can MOST help to resolve this?

A. Safety culture

B. Design thinking

C. Valuable investments

D. Agile

View answer

Correct Answer: A

Question #3

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 #4

What is an incident?

A. The planned removal of an item that might affect a service

B. A result enabled by one or more outputs

C. A possible future event that could cause harm

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

View answer

Correct Answer: D

Question #5

Which practice provides a communications point for users to report operational issues, queries and requests?

A. Incident management

B. Continual improvement

C. Service desk

D. Relationship management

View answer

Correct Answer: C

Question #6

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 fulfilment

View answer

Correct Answer: D

Question #7

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

A. he Request Fulfillment Process Manager

B. he Request Fulfillment Process Owner

C. he Service Manager

D. he ServiceDesk Manager

View answer

Correct Answer: B

Question #8

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

A. Restricting information about the improvement to essential stakeholders only

B. Increasing collaboration and visibility for the improvement

C. Involving customers after all planning has been completed

D. Engaging every stakeholder group in the same way, with the same communication

View answer

Correct Answer: B

Question #9

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

A. Executing improvement actions

B. Performing baseline assessments

C. Defining the improvement plan

D. Understanding the business mission

View answer

Correct Answer: B

Question #10

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

A. he ability to keep services highly available to meet the business needs

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

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

D. n internationally recognized methodology to provide valuable services to customers

View answer

Correct Answer: B

Question #11

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 #12

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

A. Creating targets based on the percentage of uptime of a service

B. Understanding the ongoing requirements of customers

C. Using complex technical terminology in service level agreements (SLAs)

D. Measuring low-level operational activities

View answer

Correct Answer: B

Question #13

Which stage of the change management process deals with what should be done if the change is unsuccessful?

A. emediation planning

B. ategorization

C. rioritization

D. eview and close

View answer

Correct Answer: A

Question #14

Which is included in the purpose of the 'change enablement' practice?

A. Make new and changed services available for use

B. Ensure that risks have been properly assessed

C. Record and report selected changes of state

D. Plan and manage the full lifecycle of all IT assets

View answer

Correct Answer: B

Question #15

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. un a workshop to define the structure and value of IT services

B. isit each customer in their normal place of work to see what they do

C. ssue a detailed questionaire to all customers to discover their expectations

D. stablish current performance levels and match the new service to them

View answer

Correct Answer: D

Question #16

Which of the following statements about service asset and configuration management is/are CORRECT?1. A configuration item (CI) can exits as part of any numbers other CIs at the same time2. Choosing which CIs to record will depend on the level of control an organization wishes to exert.

A. only

B. only

C. oth of the above

D. either of the above

View answer

Correct Answer: C

Question #17

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

A. Incidents

B. Problems

C. Events

D. Requests

View answer

Correct Answer: C

Question #18

The Service Catalogue Manager has responsibility for producing and maintaining the Service Catalogue. One of their responsibilities would be?

A. Only ensure that adequate technical resources are available

B. Negotiating and agreeing Service Level Agreement

C. Negotiating and agreeing Operational Level Agreements

D. Ensuring that the information within the Service Catalogue is adequately protected and backed-up

View answer

Correct Answer: D

Question #19

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 #20

Which of the following combinations covers all the roles in Service Asset and Configuration Management?

A. onfiguration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator

B. onfiguration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator

C. onfiguration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager

D. onfiguration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager

View answer

Correct Answer: B

Question #21

What is the definition of an Alert?

A. An error message to the user of an application

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

C. A type of Incident

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

View answer

Correct Answer: B

Question #22

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

A. 1, 2 and 4 only

B. 2, 3 and 4 only

C. 1, 3 and 4 only

D. 1, 2 and 3 only

View answer

Correct Answer: A

Question #23

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 #24

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 #25

Which can act as an operating model for an organization?

A. The four dimensions of service management

B. The service value chain

C. The ITIL guiding principles

D. Continual improvement

View answer

Correct Answer: B

Question #26

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. mplementing service and process improvements

B. eviewing measurements and metrics

C. reating a baseline

D. efining measurable targets

View answer

Correct Answer: D

Question #27

Which of the following activities are responsibilities of a Supplier Manager? 1. Negotiating and agreeing Contracts2. Updating the Supplier and Contract database3. Planning for possible closure, renewal or extension of contracts4. Managing relationships with internal suppliers

A. 1, 2 and 3 only

B. 1, 3 and 4 only

C. 2, 3 and 4 only

D. None of the above

View answer

Correct Answer: A

Question #28

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

A. Data

B. Wisdom

C. Information

D. Knowledge

View answer

Correct Answer: B

Question #29

Exhibit:Which of the following questions does guidance in service strategy help answer?Please refer to the exhibit.

A. 2 only

B. 3 only

C. 1 only

D. all of the alternatives apply

View answer

Correct Answer: D

Question #30

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 #31

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 #32

Which phase of problem management includes analyzing incidents to look for patterns and trends?

A. Problem identification

B. Problem control

C. Error control

D. Post-implementation review

View answer

Correct Answer: A

Question #33

Which of the following is NOT a responsibility of the Service Design Manager?

A. Design and maintain all necessary Service Transition packages

B. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organisation

C. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced

D. Measuring the effectiveness and efficiency of Service Design and the supporting processes

View answer

Correct Answer: A

Question #34

Which of the following terms or phrases are associated with resilience?1 Redundancy2 Fault tolerance3 On-site spares4 Duplexing

A. 2, 3 and 4

B. All of them

C. 1 and 4

D. 1, 2 and 4

View answer

Correct Answer: D

Question #35

What is the definition of warranty?

A. A means of identifying events that could cause harm or loss

B. A means of determining whether a service is fit for purpose

C. A means of identifying a result for a stakeholder

D. A means of determining whether a service is fit for use

View answer

Correct Answer: D

Question #36

An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.Which is the BEST approach or technique to resolve this situatio

A. Service integration and management

B. Machine learning

C. Swarming

D. An information model

View answer

Correct Answer: C

Question #37

Which processes are responsible for the regular review of underpinning contracts?

A. upplier management and service level management

B. upplier management and change management

C. vailability management and service level management

D. upplier management and availability management

View answer

Correct Answer: A

Question #38

Which statement about the 'incident management' practice is CORRECT?

A. It identifies the cause of major incidents

B. It authorizes changes to resolve incidents

C. It maintains detailed procedures for diagnosing incidents

D. It resolves the highest impact incidents first

View answer

Correct Answer: D

Question #39

Which TWO statements about the guiding principles are CORRECT?1. The guiding principles support continual improvement2. Each guiding principle applies to a selection of the available stakeholder groups3. Organizations should decide which one of the guiding principles is relevant to them4. Organizations should consider how the guiding principles interact with each other

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

View answer

Correct Answer: D

Question #40

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

A. The Release Packaging and Build Manager

B. The Request Fulfilment Process Owner

C. The Service Owner

D. The Service Desk Manager

View answer

Correct Answer: B

Question #41

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 #42

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 #43

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 #44

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

A. Validate; Direct; Justify; Intervene

B. Report; Manage; Improve; Extend

C. Manage; Monitor; Diagnose; Intervene

D. Plan; Predict; Report; Justify

View answer

Correct Answer: A

Question #45

Service Acceptance criteria are used to?

A. Ensure the design stage of the Lifecycle

B. Ensure Portfolio Management is in place

C. Ensure delivery and support of a service

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

View answer

Correct Answer: C

Question #46

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

A. ACI model

B. ncident model

C. ontinual service improvement (CSI) approach

D. he Deming Cycle

View answer

Correct Answer: A

Question #47

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 #48

Which practice recommends using tools for collaboration and the automated matching of symptoms?

A. Problem management

B. Service level management

C. Incident management

D. Service request management

View answer

Correct Answer: C

Question #49

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 #50

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

View answer

Correct Answer: C

Question #51

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 #52

The MAIN objective of Service Level Management is:

A. To carry out the service operations activities to support current IT services

B. To ensure that sufficient capacity is provided to deliver the agreed performance of services

C. to create and populate a services catalogue

D. to ensure that an agreed level of IT service is provided for all current IT services

View answer

Correct Answer: D

Question #53

Which of the following is the correct definition of an outcome?

A. he results specific to the clauses in a service level agreement (SLA)

B. he result of carrying out an activity, following a process or delivering an IT service

C. ll the accumulated knowledge of the service provider

D. ll incidents reported to the service desk

View answer

Correct Answer: B

Question #54

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

A. Outcomes

B. Value

C. Utility

D. Warranty

View answer

Correct Answer: D

Question #55

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 #56

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

A. mergency CAB (ECAB)

B. rgent Change Authority (UCA)

C. rgent Change Board (UCB)

D. AB Emergency Committee (CAB/EC)

View answer

Correct Answer: A

Question #57

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

A. utility

B. warranty

C. outcomes

D. outputs

View answer

Correct Answer: C

Question #58

Which of the following are objectives of service level management?1: Defining, documenting and agreeing the level of FT services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction4: Identifying possible future markets that the service provider could operate in

A. , 2 and 3 only

B. and 2 only

C. , 2 and 4 only

D. ll of the above

View answer

Correct Answer: A

Question #59

Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

A. o decide how IT will engage with suppliers during the service lifecycle

B. o proactively prevent all outages to IT services

C. o design and build processes which will meet business needs

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

View answer

Correct Answer: D

Question #60

A legacy financial system requires the user to manually enter the time and date of the transaction to meet regulatory requirements. A recent internal audit has shown that these fields are often blank.Which are effective controls that could improve compliance?1. Modify the application to automatically add the current time and date when transaction is entered2. Establish a communication plan to remind users of the importance of time and date on transactions3. Develop a goals cascade so all staff know their ro

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

View answer

Correct Answer: C

Question #61

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 #62

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 #63

Which practice recommends the use of event-based surveys to gather feedback from customers?

A. Service level management

B. Change enablement

C. Service request management

D. Problem management

View answer

Correct Answer: A

Question #64

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 #65

Which of the following would NOT be contained in a release policy?

A. aming and numbering conventions

B. ntry and exit criteria of the release into testing

C. oles and responsibilities for the release

D. he risk register for the release

View answer

Correct Answer: D

Question #66

A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?

A. Perform an activity

B. Be kept up to date on the progress of an activity

C. Manage an activity

D. Tell others about the progress of an activity

View answer

Correct Answer: B

Question #67

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

A. A mobile phone enables a user to work remotely

B. A password allows a user connect to a WiFi network

C. A license allows a user to install a software product

D. A service desk agent provides support to a user

View answer

Correct Answer: D

Question #68

Which process will regularly anal0yse incident data to identify discernible trends?

A. ervice level management

B. roblem management

C. 0hange management

D. vent management

View answer

Correct Answer: B

Question #69

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 I

A. lower risk of overspending the IT budget, because this is aligned with the goal of the improvement

B. ewer breaches of agreed service levels, because this will lead to improved business unit satisfaction

C. rovision of shared funding from many countries, because this will lead to improved business unit satisfaction

D. reduction in the cost of service desks, because this is aligned with the goal of the improvement

View answer

Correct Answer: D

Question #70

Which is a recommendation of the guiding principle 'think and work holistically'?

A. Conduct a review of existing service management practices and decide what to keep and what to discard

B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

C. Review service management practices and remove any unnecessary complexity

D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

View answer

Correct Answer: D

Question #71

Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?

A. Applications and Infrastructure

B. Functions and Processes

C. Service Pipeline and Service Catalogue

D. Markets and Customers

View answer

Correct Answer: B

Question #72

Which statement about outputs is CORRECT?

A. They consist of several outcomes

B. They capture customer demand for services

C. They contribute to the achievement of outcomes

D. They describe how the service performs

View answer

Correct Answer: C

Question #73

Which process has the purpose to ensure that, by managing the risks which could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?

A. hange management

B. T service continuity management

C. inancial management for IT services

D. ervice catalog management

View answer

Correct Answer: B

Question #74

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

A. here are we now?

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

C. repare for action

D. efine what you should measure

View answer

Correct Answer: D

Question #75

Which practice recommends the use of event-based surveys to gather feedback from customers?

A. Service level management

B. Change enablement

C. Service request management

D. Problem management

View answer

Correct Answer: A

Question #76

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 #77

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 #78

Major Incidents require:

A. ess documentation

B. onger timescales

C. ess urgency

D. eparate procedures

View answer

Correct Answer: D

Question #79

Which of the following is NOT a valid objective of Problem Management?

A. To restore service to a user

B. To eliminate recurring Incidents

C. To prevent Problems and their resultant Incidents

D. To manage Problems throughout their lifecycle

View answer

Correct Answer: A

Question #80

Which is a low risk change that has been pre-approved so that no additional authorization is needed?

A. A standard change

B. A change model

C. An emergency change

D. A normal change

View answer

Correct Answer: A

Question #81

In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

A. Service Transition

B. Service Design

C. Service Strategy

D. Service Operation

View answer

Correct Answer: B

Question #82

Which of the following are NOT operational costs?

A. Staff

B. Consultancy

C. A mainframe purchase

D. Accommodation rental

View answer

Correct Answer: C

Question #83

Which of the following is the CORRECT description of the Seven R's of Change Management?

A. A set of questions that should be asked to help understand the impact of Changes

B. A definition of the roles and responsibilities required for Change Management

C. A set of questions that should be asked when reviewing the success of recent change

D. A seven step process for releasing Changes into production

View answer

Correct Answer: A

Question #84

Which of the following is NOT a source of best practice?

A. tandards

B. echnology

C. cademic research

D. nternal experience

View answer

Correct Answer: B

Question #85

Which of the following areas would technology help to support during the service lifecycle? 1.Data mining and workflow2. Measurement and reporting3. Release and deployment4. Process design

A. , 3 and 4 only

B. , 3 and 4 only

C. , 2 and 3 only

D. ll of the above

View answer

Correct Answer: D

Question #86

Which of the following areas would technology help to support during the service lifecycle? 1.Data mining and workflow2. Measurement and reporting3. Release and deployment4. Process design

A. , 3 and 4 only

B. , 3 and 4 only

C. , 2 and 3 only

D. ll of the above

View answer

Correct Answer: D

Question #87

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

A. Collaborate and promote visibility

B. Start where you are

C. Focus on value

D. Keep it simple and practical

View answer

Correct Answer: A

Question #88

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 #89

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

View answer

Correct Answer: C

Question #90

Which of the following statements is CORRECT?

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

B. he KEDB and the CMS form part of the larger SKMS

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

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

View answer

Correct Answer: B

Question #91

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 #92

Which processes review underpinning contracts on a regular basis?

A. supplier management, demand management and service level management

B. supplier management and demand management

C. supplier management and service level management

D. demand management and service level management

View answer

Correct Answer: C

Question #93

Staff in an IT departmentare experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?

A. xtreme focus on cost

B. xtreme focus on responsiveness

C. endor focused

D. xtreme internal focus

View answer

Correct Answer: D

Question #94

Exhibit:Which of the following areas would technology help support during the service operation phase of the lifecycle?Please refer to the exhibit.

A. 2, 3 and 4 only

B. All of the alternatives apply

C. 1, 2 and 3 only

D. 1, 3 and 4 only

View answer

Correct Answer: B

Question #95

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 #96

A plan for managing the end of a supplier contract should be created when?

A. The contract is being negotiated

B. The contract is about to be ended

C. The Supplier Manager decides that there is a risk the contract might need to end soon

D. The contract has been agreed

View answer

Correct Answer: A

Question #97

What is required by all service desk staff?

A. Excellent technical knowledge

B. Root cause analysis skills

C. Demonstration of emotional intelligence

D. Knowledge of telephony technology

View answer

Correct Answer: C

Question #98

Which statement about the 'change enablement' practice is CORRECT?

A. Service requests are usually normal changes that can be implemented quickly without authorization

B. Emergency changes are changes that must be fully tested and fully documented prior to implementation

C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process

D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

View answer

Correct Answer: D

Question #99

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

A. ata

B. nowledge

C. isdom

D. nformation

View answer

Correct Answer: C

Question #100

Which of these is the correct set of steps for the Continual Service Improvement Model?

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

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

C. What 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?

D. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually Improve

View answer

Correct Answer: C

Question #101

What is a RACI model used for?

A. erformance analysis

B. ecording configuration items

C. onitoring services

D. efining roles and responsibilities

View answer

Correct Answer: D

Question #102

Which of the following statements MOST correctly identifies the scope of design coordination activities?

A. nly changes that introduce new services

B. t is mandatory that all changes are subject to design coordination activity

C. nly changes to business critical systems

D. ny change that the organization believes could benefit

View answer

Correct Answer: D

Question #103

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 #104

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 #105

What should a service always deliver to customers?

A. pplications

B. nfrastructure

C. alue

D. esources

View answer

Correct Answer: C

Question #106

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 #107

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

A. Information security management

B. Continual improvement

C. Monitoring and event management

D. Service level management

View answer

Correct Answer: A

Question #108

Which action is performed by a service provider?

A. Requesting required service actions

B. Authorizing budget for service consumption

C. Ensuring access to agreed resources

D. Receiving of the agreed goods

View answer

Correct Answer: C

Question #109

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

View answer

Correct Answer: B

Question #110

An IT department is able to rapidly develop services that meet functional requirements. However overall satisfaction with these services is low.Which is the BEST way to start working on developing new services while addressing issues faced by the IT department?

A. Develop a clear set of system requirements and track each of them from start to finish to ensure that the delivered service meets the stated requirements

B. Develop a clear understanding of the customers' intended goals and expectations, and track each of them from start to finish to ensure that the service supports the required outcomes

C. Involve senior management as early as possible to define requirements and help with 'organizational change management' to ensure successful implementation of the service

D. Assess and improve capabilities of IT teams prioritizing areas that are required to deliver the service in a way that meets customer expectations

View answer

Correct Answer: B

Question #111

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 #112

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 #113

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

A. Service metrics measure processes and functions; Technology metrics measure server and network availability

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

C. Service metrics measure the end to end service; Technology metrics measure individual components

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

View answer

Correct Answer: C

Question #114

How many people should be accountable for a process as defined in the RACI model?

A. s many as necessary to complete the activity

B. nly one - the process owner

C. wo - the process owner and the process enactor

D. nly one - the process architect

View answer

Correct Answer: B

Question #115

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 #116

Which process is responsible for controlling, recording and reporting on the relationships between 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 #117

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

View answer

Correct Answer: D

Question #118

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 #119

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 #120

How should an organization prioritize incidents?

A. Ask the user for their preferred resolution timeframe

B. Assess the availability of the appropriate support team

C. Use an agreed classification which is based on the business impact of the incident

D. Create an order of incidents based on the dates and times when they were logged

View answer

Correct Answer: C

Question #121

Which describes the utility of a service?

A. A service that is fit for use

B. A service that meets its service level targets

C. A service that increases constraints on the consumer

D. A service that supports the performance of the consumer

View answer

Correct Answer: D

Question #122

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 #123

What does a service always deliver to customers?

A. Applications

B. Infrastructure

C. Value

D. Resources

View answer

Correct Answer: C

Question #124

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 #125

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

A. Business Objectives, IT Objectives, Process Metrics

B. Process Models, Goals and Objectives

C. Vision and Strategy, Tactical Goals and Operational Goals

D. Business and IT Strategy and Process Definitions

View answer

Correct Answer: C

Question #126

Which of the following is not a service desk type recognized in the service operation volume of ITIL?

A. ocal

B. entralized

C. utsourced

D. irtual

View answer

Correct Answer: C

Question #127

Which of the following should be available to the Service Desk?1 Known Error Data2 Change Schedules3 Service Knowledge Management System4 The output from monitoring tools

A. 1,2 and4 only

B. 1,2 and 3 only

C. 2,3 and 4 only

D. All of the other alternatives apply

View answer

Correct Answer: D

Question #128

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

A. Service management

B. Practices

C. A value stream

D. Service level management

View answer

Correct Answer: C

Question #129

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

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

B. ustomer and user satisfaction

C. ervice requirements and warranty

D. esources and capabilities

View answer

Correct Answer: D

Question #130

Which of the following statements is FALSE?

A. If the root cause and a temporary work-around have been identified for a problem it becomes a known error

B. All known errors need to be resolved to user satisfaction

C. A known error can be kept open when a work-around is being used

D. Incidents are not the only source of known errors

View answer

Correct Answer: B

Question #131

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 #132

Which of these statements about Assets, Resources and Capabilities is MOST accurate?

A. Resources are types of Asset and Capabilities are ways of using Assets

B. Resources and Capabilities are both types of Asset

C. Capabilities are types of Asset and Resources are ways of using Assets

D. Capabilities and Resources are both ways of using Assets

View answer

Correct Answer: B

Question #133

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

A. emand management

B. ncident management

C. elease and deployment management

D. equest fulfillment

View answer

Correct Answer: D

Question #134

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 #135

Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

A. eople, process, partners, performance

B. erformance, process, products, problems

C. eople, process, products, partners

D. eople, products, perspective, partners

View answer

Correct Answer: C

Question #136

A service provider is in a partnership relationship with a service consumer. The services provided are complex with new functionality and improvements constantly being developed using agile methods. Which is the BEST approach for validating service value?

A. Perform ad-hoc service reviews and produce reports of service outputs

B. Work together to identify methods of checking service value and check that value propositions are still valid

C. Produce service level reports and an analysis of the cost and risks of service delivery

D. Regularly perform user satisfaction surveys and an analysis of the costs and risks removed from the service consumer

View answer

Correct Answer: D

Question #137

Identify the missing word(s) in the following sentence:The service desk should be the entry point and single point of contact for the [?] with all of its users.

A. Service consumer

B. Service provider

C. Customer

D. Supplier

View answer

Correct Answer: B

Question #138

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 #139

Which of the following sentences BEST describes a standard change?

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

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

C. a change to that correctly follows the requires change process

D. a change that is made as the result of an audit

View answer

Correct Answer: A

Question #140

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 #141

Which process has the following objective “Establish new or changed services into supported environments within the predicted cost, time and resource estimates”?

A. ervice strategy

B. ervice transition planning and support

C. ervice level management

D. hange management

View answer

Correct Answer: B

Question #142

Which statement about managing incidents is CORRECT?

A. Low impact incidents should be resolved efficiently, making logging unnecessary

B. The 'incident management' practice should use a single process regardless of the impact of the incident

C. Low impact incidents should be resolved efficiently so the resource required is reduced

D. Incidents with the lowest impact should be resolved first

View answer

Correct Answer: C

Question #143

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 #144

What is a change schedule PRIMARILY used for?

A. To help plan emergency changes

B. To help authorize standard changes

C. To help assign a change authority

D. To help manage normal changes

View answer

Correct Answer: D

Question #145

Which of the following statement about the service owner is INCORRECT?

A. arries out the day-to-day monitoring and operation of the service they own

B. ontributes to continual improvement affecting the service they own

C. s a stakeholder in all of the IT processes which support the service they own

D. s accountable for a specific service within an organization

View answer

Correct Answer: A

Question #146

Which of the following is the BEST description of a service-based service level agreement (SLA)?

A. he SLA covers one service, for all the customers of that service

B. he SLA covers an individual customer group for all services they use

C. n SLA that covers all customers for all services

D. n SLA for a service with no customers

View answer

Correct Answer: A

Question #147

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 #148

What is the BEST description of the purpose of the service operation stage of the service lifecycle?

A. o decide how IT will engage with suppliers during the service lifecycle

B. o proactively prevent all outages to IT services

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

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

View answer

Correct Answer: D

Question #149

What guidance does ITIL give on the frequency of production of service reporting?

A. ervice reporting intervals must be defined and agreed with the customers

B. eporting intervals should be set by the service provider

C. eports should be produced weekly

D. ervice reporting intervals must be the same for all services

View answer

Correct Answer: A

Question #150

Which is an activity of the 'problem management' practice?

A. Restoration of normal service operation as quickly as possible

B. Prioritization of problems based on the risk that they pose

C. Authorization of changes to resolve the cause of problems

D. Resolution of incidents in a time that meets customer expectations

View answer

Correct Answer: B

Question #151

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 #152

Which of the following statements about standard changes are CORRECT?1. The approach is pre-authorized2. The risk is usually low and well understood3. Details of the change will be recorded4. Some standard changes will be triggered by the request fulfilment process

A. only

B. and 3 only

C. , 2 and 4 only

D. ll of the above

View answer

Correct Answer: D

Question #153

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 #154

Which of the following BEST describes the goal of Access Management?

A. Provides the rights for users to be able to use a service or group of services

B. To prevent Problems and resulting Incidents from happening

C. To provide a channel for users to request and receive standard services

D. To detect security events and make sense of them

View answer

Correct Answer: A

Question #155

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

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 #156

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

A. he Request Fulfillment Process Manager

B. he Request Fulfillment Process Owner

C. he Service Manager

D. he ServiceDesk Manager

View answer

Correct Answer: B

Question #157

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 #158

The improvement initiative has been running for a year and the BRMs believe it has been successful.What is the BEST way to demonstrate its success?

A. y completing a benefits realization review

B. y facilitating a customer service review workshop

C. y conducting a service catalogue gap analysis

D. y undertaking a stakeholder review analysis

View answer

Correct Answer: C

Question #159

Which is a low risk change that has been pre-approved so that no additional authorization is needed?

A. A standard change

B. A change model

C. An emergency change

D. A normal change

View answer

Correct Answer: A

Question #160

Which of the following models would be most useful in helping to define an organizational structure?

A. Service Model

B. Continual Service Improvement (CSI) Model

C. RACI Model

D. Plan, Do, Check, Act (PDCA) Model

View answer

Correct Answer: C

Question #161

Which statement about managing incidents is CORRECT?

A. Low impact incidents should be resolved efficiently, making logging unnecessary

B. The 'incident management' practice should use a single process regardless of the impact of the incident

C. Low impact incidents should be resolved efficiently so the resource required is reduced

D. Incidents with the lowest impact should be resolved first

View answer

Correct Answer: C

Question #162

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

A. An incident

B. A problem

C. A change

D. An event

View answer

Correct Answer: A

Question #163

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

A. Event

B. Incident

C. Problem

D. Known error

View answer

Correct Answer: A

Question #164

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 #165

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 #166

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 #167

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

View answer

Correct Answer: B

Question #168

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

View answer

Correct Answer: A

Question #169

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

A. he design and development of new services

B. he design and development of service improvements

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

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

View answer

Correct Answer: C

Question #170

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

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

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

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

D. Loss of ability to operate to specification, or to deliver the required output

View answer

Correct Answer: B

Question #171

What are guiding principles?

A. A set of interconnected activities that help an organization deliver a valuable service

B. A description of one or more services that help address the needs of a target consumer group

C. A set of specialized organizational capabilities for enabling value for customers

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

View answer

Correct Answer: D

Question #172

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 minimize the impact of Incidents that cannot be prevented

View answer

Correct Answer: C

Question #173

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

A. he IT director

B. he process owner

C. he service owner

D. he customer

View answer

Correct Answer: B

Question #174

Which is included in the purpose of the 'change enablement' practice?

A. Make new and changed services available for use

B. Ensure that risks have been properly assessed

C. Record and report selected changes of state

D. Plan and manage the full lifecycle of all IT assets

View answer

Correct Answer: B

Question #175

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

A. Outcomes

B. Value

C. Utility

D. Warranty

View answer

Correct Answer: D

Question #176

Which of the following statements is INCORRECT?

A. The Service Knowledge Management System (SKMS) includes Configuration Management Databases (CMDB)

B. The SKMS is part of the Configuration Management System (CMS)

C. The SKMS can include data on the performance of the organization

D. The SKMS can include user skill levels

View answer

Correct Answer: B

Question #177

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 #178

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 #179

Which of the following is the CORRECT definition of a Release Unit?

A. A measurement of cost

B. A function described within service transition

C. The team of people responsible for implementing a release

D. The portion of a service or IT infrastructure that is normally released together

View answer

Correct Answer: D

Question #180

You are reviewing a presentation that will relay the value of adopting Service Design disciplines. Which statement would NOT be part of the value proposition?

A. Improved Service alignment with business goals

B. Reduced Total Cost of Ownership

C. Better balance of technical skills to support live services

D. Improved quality of service

View answer

Correct Answer: C

Question #181

Which statement about a service value stream is CORRECT?

A. It uses prescriptive inputs and outputs

B. It is a value chain activity

C. It integrates practices for a specific scenario

D. It is used to provide governance

View answer

Correct Answer: C

Question #182

Where would you expect incident resolution targets to be documented?

A. A Request for Change (RFC)

B. A Service Level Agreement (SLA)

C. A Service Description

D. The Service Portfolio

View answer

Correct Answer: B

Question #183

Which of these statements about Service Desk staff is CORRECT?

A. Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them

B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

C. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

D. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

View answer

Correct Answer: B

Question #184

See the Scenario for additional information.

A. 1, 2 and 5

B. 1, 3 and 6

C. 2, 4 and 6

D. 3, 4 and 5

View answer

Correct Answer: C

Question #185

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

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 #186

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 #187

Which of the following are goals of Service Operation?1 To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business2 The successful release of services into the live environment

A. 2 only

B. 1 only

C. Neither ofthe above

D. Both ofthe above

View answer

Correct Answer: B

Question #188

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 #189

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

A. T Designer/Architect

B. rocess Manager

C. ervice Catalogue Manager

D. upplier Manager

View answer

Correct Answer: D

Question #190

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

A. Continual improvement participation should be limited to a small dedicated team

B. It is the role of senior management to authorize improvement initiatives

C. Training should be provided to those involved in continual improvement

D. A single continual improvement register should be maintained by senior management

View answer

Correct Answer: B

Question #191

Which 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 #192

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 #193

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)

View answer

Correct Answer: B

Question #194

Which helps to streamline the fulfilment of service requests?

A. Understanding which service requests can be accomplished with limited approvals

B. Creating new workflows for every service request

C. Separating requests relating to service failures from the degradation of services

D. Eliminating service requests which have complex workflows

View answer

Correct Answer: A

Question #195

Which of the following statements about processes is CORRECT?1 A process is always organized around a set of objectives2 A process should be documented

A. 1 only

B. 2 only

C. Neither ofthe above

D. Both ofthe above

View answer

Correct Answer: D

Question #196

How many numbered steps are in the Continual Service Improvement (CSI) process?

A. 7

B. 4

C. 6

D. 11

View answer

Correct Answer: A

Question #197

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 #198

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A. vent management, incident management, problem management, request fulfillment, and access management

B. vent management, incident management, change management, and access management

C. ncident management, problem management, service desk, request fulfillment, and event management

D. ncident management, service desk, request fulfillment, access management, and event management

View answer

Correct Answer: A

Question #199

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 #200

See the Scenario for additional information.

A. By ensuring that action points and next steps are clarified and agreed during the session

B. By organizing face-to-face meetings in advance to build rapport and personal contact

C. By requesting that all parties listen closely to discussions and do not speak over each other

D. By creating a digital recording to ensure that all the discussions are captured and can be reviewed

View answer

Correct Answer: A

Question #201

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

A. Executing improvement actions

B. Performing baseline assessments

C. Defining the improvement plan

D. Understanding the business mission

View answer

Correct Answer: B

Question #202

What is required by all service desk staff?

A. Excellent technical knowledge

B. Root cause analysis skills

C. Demonstration of emotional intelligence

D. Knowledge of telephony technology

View answer

Correct Answer: C

Question #203

Exhibit:Which of the following does the availability management process include.Please refer to the exhibit.

A. 1 and 2 only

B. 1 only

C. 1 and 3 only

D. 1, 2 and 3

View answer

Correct Answer: D

Question #204

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

A. consulted

B. Reliable

C. informed

D. accountable

View answer

Correct Answer: B

Question #205

Which one of the following is the BEST definition of an event?

A. ny change of state that has significance for the management of a configuration item (CI) or IT service

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

C. he unknown cause of one or more incidents that have an impact on an IT service

D. educing or eliminating the cause of an incident or problem

View answer

Correct Answer: A

Question #206

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 #207

Which one of the following is the purpose of service level management?

A. o carry out the service operations activities needed to support current IT services

B. o ensure that sufficient capacity is provided to deliver the agreed performance of services

C. o create and populate a service catalogue

D. o ensure that an agreed level of IT service is provided for all current IT services

View answer

Correct Answer: D

Question #208

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 #209

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

View answer

Correct Answer: B

Question #210

Which of the following would NOT be a task carried out by the Request Fulfillment 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 pre-defined approval and qualification process exists

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

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

View answer

Correct Answer: C

Question #211

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. o, because one of them is not relevant to the project goals

B. o, because one of them is not time-bound

C. es, they are SMART KPIs

D. o, because one of them is not measurable

View answer

Correct Answer: C

Question #212

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. only

B. ll of the above

C. and 2 only

D. and 3 only

View answer

Correct Answer: B

Question #213

What are the three service provider business models?

A. nternal service provider, outsourced 3rd party and off-shore party

B. nternal service operations provider, external service operations provider, shared service unit

C. nternal service provider, external service provider, outsourced 3rd party

D. nternal service provider, external service provider, shared service unit

View answer

Correct Answer: D

Question #214

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

A. ct

B. lan

C. o

D. o-ordinate

View answer

Correct Answer: D

Question #215

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

A. ach stage should be carried out once in the order Plan-Do-Check-Act

B. here should be a single Plan, then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement

C. here should be a single Plan and Do, then Check and Act should be carried out multiple times to implement Continual Improvement

D. he entire cycle should be repeated multiple times to implement Continual Improvement

View answer

Correct Answer: D

Question #216

If the IT Service Continuity plan had to be invoked during a crisis, what would be the role of the organization’s senior managers?

A. Progress reporting

B. Leading the recovery teams

C. Co-ordinating and directing activities, arbitrating and allocating resources

D. Executing recovery instructions

View answer

Correct Answer: C

Question #217

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 #218

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

View answer

Correct Answer: A

Question #219

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

A. ervice level management

B. ervice portfolio management

C. equest fulfilment

D. emand management

View answer

Correct Answer: C

Question #220

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 #221

Which Function would provide staff to monitor events in an Operations Bridge?

A. Technical Management

B. IT Operations Management

C. Service Desk

D. Applications Management

View answer

Correct Answer: B

Question #222

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 #223

Which of the following options is a hierarchy that is used in knowledge management?

A. isdom - Information - Data - Knowledge

B. ata - Information - Knowledge - Wisdom

C. nowledge -Wisdom - Information - Data

D. nformation - Data - Knowledge - Wisdom

View answer

Correct Answer: B

Question #224

Which of the following is step 1 in the 7 Step Improvement Process?

A. Prepare for action

B. Define what you should measure

C. Where are we now?

D. Identify gaps in Service Level Agreement (SLA achievement

View answer

Correct Answer: B

Question #225

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. mplementing service and process improvements

B. eviewing measurements and metrics

C. reating a baseline

D. efining measurable targets

View answer

Correct Answer: D

Question #226

Which of the following is NOT a function?

A. Technical Management

B. Incident Management

C. Service Desk

D. Application Management

View answer

Correct Answer: B

Question #227

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

A. The Deming Cycle

B. The continual service improvement approach

C. The seven-step improvement process

D. The service lifecycle

View answer

Correct Answer: A

Question #228

Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

A. A normal change

B. An emergency change

C. A standard change

D. A change model

View answer

Correct Answer: C

Question #229

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 #230

The improvement initiative has been running for a year and the BRMs believe it has been successful.What is the BEST way to demonstrate its success?

A. y completing a benefits realization review

B. y facilitating a customer service review workshop

C. y conducting a service catalogue gap analysis

D. y undertaking a stakeholder review analysis

View answer

Correct Answer: C

Question #231

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. ction: Devise a communication plan for each stakeholderWhy: To understand how the new Optimsiolv staff are likely to react, and win their support

B. ction: Devise a communication plan for each stakeholderWhy: To understand the importance of each stakeholder to the initiative

C. ction: Prioritize stakeholders as `major', `critical', `significant' or `minor' Why: To understand the importance of each stakeholder to the initiative

D. ction: Prioritize stakeholders as `major', `critical', `significant' or `minor' Why: To understand how the new Optimsolv staff are likely to react, and win their support

View answer

Correct Answer: C

Question #232

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

A. nternal

B. xternal

C. ervice desk

D. hared services unit

View answer

Correct Answer: C

Question #233

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

A. ncident management

B. ccess management

C. hange management

D. equest fulfillment

View answer

Correct Answer: B

Question #234

Which of these activities would you expect to be performed by a Service Desk?1 Logging details of Incidents and service requests2 Providing first line investigation and diagnosis3 Restoring service4 Diagnosing the root cause of problems

A. 2, 3 and 4 only

B. 1, 2 and 4 only

C. All of the other alternatives apply

D. 1, 2 and 3 only

View answer

Correct Answer: D

Question #235

Application Management plays a role in all applications. One of the key decisions to which they contribute is?

A. Whether to buy an application or build it

B. Should application development be outsourced

C. Who the vendor of the storage devices will be

D. Where the vendor of an application is located

View answer

Correct Answer: A

Question #236

What are underpinning contracts used to document?

A. he provision of IT services or business services by a service provider

B. he provision of goods and services by third party suppliers

C. ervice levels that have been agreed between the internal service provider and their customer

D. etrics and critical success factors (CSFs) for internal support teams

View answer

Correct Answer: B

Question #237

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. 2 only

B. 1 only

C. Neither of the above

D. Both of the above

View answer

Correct Answer: B

Question #238

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

A. Service Level Requirements

B. Functionality

C. Business Value

D. IT Assets

View answer

Correct Answer: C

Question #239

Which of the following sentences BEST describes a Standard Change?

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

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

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

D. A change that correctly follows the required change process

View answer

Correct Answer: B

Question #240

Which of the following is NOT a characteristic of a process?

A. It is measurable

B. Delivers specific results

C. Responds to specific events

D. A method of structuring an organization

View answer

Correct Answer: D

Question #241

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

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

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

C. The ECAB will be used for emergency changes where there may notbe time to call a full CAB

D. The ECAB will be chaired by the IT Director

View answer

Correct Answer: C

Question #242

Which statement about user communities is CORRECT?

A. User communities are created by service providers to investigate the cause of problems

B. Communities set up by users may be recognized and supported by service providers

C. Informal user communities should be disbanded and merged into official groups

D. Every user community should have at least one super-user

View answer

Correct Answer: B

Question #243

What includes governance as a component?

A. Practices

B. The service value chain

C. The service value system

D. The guiding principles

View answer

Correct Answer: C

Question #244

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

A. Service management

B. Practices

C. A value stream

D. Service level management

View answer

Correct Answer: C

Question #245

What is the BEST description of the purpose of Service Operation?

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

B. To proactively prevent all outages to IT Services

C. To design and build processes that will meet business needs

D. To deliver and manage IT Services at agreed levels to business users and customer

View answer

Correct Answer: D

Question #246

In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?

A. ustomers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery

B. rom the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability

C. here is only likely to be a positive outcome from improved stability - the customersmust be made fully aware of this and their expectations regarding responsiveness must be managed

D. t is possible that responsiveness may suffer and customers needs may not be met within business timescales

View answer

Correct Answer: D

Question #247

What impact does automation have on a service desk?

A. Less low level work and a greater ability to focus on user experience

B. Increased phone contact and a reduced ability to focus on user experience

C. Ability to work from multiple locations, geographically dispersed

D. Ability to work from a single centralized location

View answer

Correct Answer: A

Question #248

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 #249

Which role is accountable for a specific service within an organization?

A. the service level manager

B. the service owner

C. the service continuity manager

D. the business relationship owner

View answer

Correct Answer: B

Question #250

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

A. ser

B. ustomer

C. upplier

D. dministrator

View answer

Correct Answer: B

Question #251

Which guiding principle considers customer and user experience?

A. Collaborate and promote visibility

B. Focus on value

C. Start where you are

D. Keep it simple and practical

View answer

Correct Answer: B

Question #252

Which is an example of using the communication principle "?timing and frequency matter"??

A. Repeating a training video in a variety of languages because there are staff in different countries

B. Creating a multi-media briefing to update all staff on major changes to organizational structure

C. Repeating a presentation to allow for the hours of work in a global organization

D. Creating a targeted bulletin that allows different staff groups to feedback on improvement opportunities

View answer

Correct Answer: D

Question #253

Which is an activity of the 'problem management' practice?

A. Restoration of normal service operation as quickly as possible

B. Prioritization of problems based on the risk that they pose

C. Authorization of changes to resolve the cause of problems

D. Resolution of incidents in a time that meets customer expectations

View answer

Correct Answer: B

Question #254

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

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

View answer

Correct Answer: D

Question #255

Which is the BEST example of a standard change?

A. The review and authorization of a change requested by a customer

B. The implementation of a critical software patch in response to a vendor security issue

C. The installation of a software application in response to a service request

D. The replacement of a component in response to a major incident

View answer

Correct Answer: C

Question #256

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

A. eturn on investment (ROI), value on investment (VOI), quality

B. trategic, tactical and operational

C. ritical success factors (CSFs), key performance indicators (KPIs), activities

D. echnology, process and service

View answer

Correct Answer: D

Question #257

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 #258

What are the three Service Provider business models?

A. Internal Service provider, External Service provider, Outsourced 3rd Party

B. Internal Service Operations provider, External Service Operations provider, Shared Service Unit

C. Internal Service provider, Outsourced 3rd party and Off-shore party

D. Internal Service provider, External Service provider, Shared Service Provider

View answer

Correct Answer: D

Question #259

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 #260

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

A. he design and development of new services

B. he design and development of service improvements

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

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

View answer

Correct Answer: C

Question #261

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 #262

What are guiding principles?

A. A set of interconnected activities that help an organization deliver a valuable service

B. A description of one or more services that help address the needs of a target consumer group

C. A set of specialized organizational capabilities for enabling value for customers

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

View answer

Correct Answer: D

Question #263

Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?

A. ervice Portfolio Management

B. ervice Level Management

C. omponent Capacity Management

D. emand Management

View answer

Correct Answer: D

Question #264

What is a service delivered between two business units in the same organization known as?

A. trategic service

B. elivered service

C. nternal service

D. xternal service

View answer

Correct Answer: C

Question #265

Which of the following should IT service continuity strategy be based on?1. Design of the service metrics2. Business continuity strategy3. Business impact analysis (BIA)4. Risk assessment

A. , 2 and 4 only

B. , 2 and 3 only

C. , 3 and 4 only

D. , 3 and 4 only

View answer

Correct Answer: C

Question #266

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. un a workshop to define the structure and value of IT services

B. isit each customer in their normal place of work to see what they do

C. ssue a detailed questionaire to all customers to discover their expectations

D. stablish current performance levels and match the new service to them

View answer

Correct Answer: D

Question #267

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 #268

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 #269

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

A. Capacity Plan

B. SLA Monitoring Chart (SLAM)

C. Service Level Agreement (SLA)

D. Operational Level Agreement (OLA)

View answer

Correct Answer: B

Question #270

How does Problem Management work with Change Management?

A. y installing changes to fix problems

B. y negotiating with Incident Management for changes in IT for Problem resolution

C. y issuing RFCs for permanent solutions

D. y working with users to change their IT configurations

View answer

Correct Answer: C

Question #271

Which one of the following do major incidents require?

A. eparate procedures

B. ess urgency

C. onger timescales

D. ess documentation

View answer

Correct Answer: A

Question #272

Which practice includes management of workarounds and known errors?

A. Monitoring and event management

B. Service configuration management

C. Problem management

D. Incident management

View answer

Correct Answer: C

Question #273

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 #274

"Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?

A. Markets and Customers

B. Functions and Processes

C. People, products and technology

D. Applications and Infrastructure

View answer

Correct Answer: B

Question #275

See the Scenario for additional information.

A. Stakeholder who receives the report: Service desk staff Report content: Customer satisfaction scores, Achievement of service availability targets

B. Stakeholder who receives the report: Service desk staff Report content: Achievement of service response targets, Root cause of outages

C. Stakeholder who receives the report: Senior executives Report content: Customer satisfaction scores, Root cause of outages

D. Stakeholder who receives the report: Senior executives Report content: Achievement of service desk response targets, Achievement of service availability targets

View answer

Correct Answer: D

Question #276

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 #277

Which is a recommendation of the guiding principle 'think and work holistically'?

A. Conduct a review of existing service management practices and decide what to keep and what to discard

B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

C. Review service management practices and remove any unnecessary complexity

D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

View answer

Correct Answer: D

Question #278

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 #279

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A. vent management, incident management, problem management, request fulfilment, and access management

B. vent management, incident management, change management, and access management

C. ncident management, problem management, service desk, request fulfilment, and event management

D. ncident management, service desk, request fulfilment, access management, and event management

View answer

Correct Answer: A

Question #280

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

A. Service Solution

B. Customer / Business Needs

C. Service Release

D. Service Requirements

View answer

Correct Answer: B

Question #281

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

A. plan; predict; report; justify

B. validate; direct; justify; intervene

C. report; manage; improve; extend

D. manage; monitor; diagnose; intervene

View answer

Correct Answer: B

Question #282

Which of the following is the CORRECT description of the Seven R's of Change Management?

A. A set of questions that should be asked to help understand the impact of Changes

B. A seven step process for releasing Changes into production

C. A set of questions that should be asked when reviewing the success of a recent Change

D. A definition of the roles and responsibilities required for Change Management

View answer

Correct Answer: A

Question #283

Which two practices interact the MOST with the service desk practice?

A. Incident management and service request management

B. Service request management and deployment management

C. Deployment management and change enablement

D. Change enablement and incident management

View answer

Correct Answer: A

Question #284

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 #285

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

A. Service level management

B. Service desk

C. Continual improvement

D. Change enablement

View answer

Correct Answer: A

Question #286

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 adverse impacts on business operations

A. and 2 only

B. and 3 only

C. and 3 only

D. ll of the above

View answer

Correct Answer: B

Question #287

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

A. Service management

B. Practices

C. A value stream

D. Service level management

View answer

Correct Answer: C

Question #288

Which is the BEST example of a standard change?

A. The review and authorization of a change requested by a customer

B. The implementation of a critical software patch in response to a vendor security issue

C. The installation of a software application in response to a service request

D. The replacement of a component in response to a major incident

View answer

Correct Answer: C

Question #289

Which process has the purpose to ensure that, by managing the risks which could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?

A. hange management

B. T service continuity management

C. inancial management for IT services

D. ervice catalog management

View answer

Correct Answer: B

Question #290

Which of the following BEST describes a Service Desk?

A. A process within Service Operation providing a single point of contact

B. A dedicated number of staff answering questions from users

C. A dedicated number of staff handling Incidents and service requests

D. A dedicated number of staff handling service requests

View answer

Correct Answer: C

Question #291

Which process is responsible for recording relationships between service components?

A. service portfolio management

B. service asset and configuration management

C. incident management

D. service level management

View answer

Correct Answer: C

Question #292

The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

A. eople, process, partners, performance

B. erformance, process, products, plans

C. eople, process, products, partners

D. eople, products, plans, partners

View answer

Correct Answer: C

Question #293

Which statement about the 'service request management' practice is CORRECT?

A. Service requests are fulfilled using simple workflows

B. A new workflow is created for each type of request

C. Additional approval is sometimes needed for restoration of service

D. Financial authorization is sometimes required for service requests

View answer

Correct Answer: D

Question #294

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 #295

Scenario -A travel company specializes in providing complete holiday packages to meet customer requirements. There have been instances over the past year where the business has been unable to process holiday bookings due to failure of the IT services. Sales have been lost and the failure has been raised at board level. The IT director has assured the board that the situation will be rectified.Most holiday bookings are made either by telephone via the company's call centre or through a dedicated website. Bot

A. dentify the pattern of customer enquiries for holiday bookings and the resulting volume, frequency and location of staff activity

B. dentify the pattern of customer enquiries for holiday bookings and the resulting volume, frequency and location of staff activity

C. dentify and understand the PBA resulting from metrics of all the IT services

D. mmediately implement demand management, document the process and allocate roles and responsibilities

View answer

Correct Answer: A

Question #296

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

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

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

C. nsuring that information in the Service Catalogue is accurate

D. nsuring that information within the Service Pipeline is accurate

View answer

Correct Answer: D

Question #297

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 #298

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

A. Schedule, assess, authorize

B. Diagnose, investigate, resolve

C. Initiate, approve, fulfil

D. Acknowledge, classify, own

View answer

Correct Answer: C

Question #299

Which two practices use workarounds?

A. Change enablement and continual improvement

B. Change enablement and problem management

C. Problem management and incident management

D. Incident management and continual improvement

View answer

Correct Answer: C

Question #300

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 #301

Availability Management is responsible for availability of:

A. Services and Components

B. Services and Business Processes

C. Components and Business Processes

D. Services, Components and Business Processes

View answer

Correct Answer: A

Question #302

Service Design emphasizes the importance of the Four Ps'. Which of the following is a correct list of these Four Ps?

A. People, Products, Partners, Profit

B. Potential, Preparation, Performance, Profit

C. People, Potential, Products, Performance

D. People, Process, Products, Partners

View answer

Correct Answer: D

Question #303

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

A. Service request management

B. Service level management

C. Incident management

D. Change enablement

View answer

Correct Answer: C

Question #304

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 #305

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 #306

The two main parts of the Service Catalogue are:

A. The Business Service Catalogue and the Technical Service Catalogue

B. The Service Portfolio and Retired Services

C. Service Attributes and Service Capabilities

D. Service Levels and Service Costs

View answer

Correct Answer: A

Question #307

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 #308

Which of the following CANNOT be provided by a tool?

A. nowledge

B. nformation

C. isdom

D. ata

View answer

Correct Answer: C

Question #309

See the Scenario for additional information.

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

View answer

Correct Answer: A

Question #310

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

A. A mobile phone enables a user to work remotely

B. A password allows a user connect to a WiFi network

C. A license allows a user to install a software product

D. A service desk agent provides support to a user

View answer

Correct Answer: D

Question #311

Which is a low risk change that has been pre-approved so that no additional authorization is needed?

A. A standard change

B. A change model

C. An emergency change

D. A normal change

View answer

Correct Answer: A

Question #312

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 #313

A Service Level Agreement (SLA) is:

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

B. An agreement between the Service Provider and an internal organisation

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

D. An agreement between the Service Provider and their customer

View answer

Correct Answer: D

Question #314

Which one of the following is it the responsibility of supplier management to negotiate and agree?

A. ervice level agreements (SLAs)

B. hird-party contracts

C. he service portfolio

D. perational level agreements (OLAs)

View answer

Correct Answer: B

Question #315

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 #316

Which role is responsible for carrying out the activities of a process?

A. rocess owner

B. hange manager

C. ervice manager

D. rocess practitioner

View answer

Correct Answer: D

Question #317

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

View answer

Correct Answer: B

Question #318

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 #319

Which one of the following is the BEST description of a service request?

A. request from a user for information, advice or for a standard change

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

C. ny request or demand that is entered by a user via a self-help web-based interface

D. ny request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting

View answer

Correct Answer: A

Question #320

Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

A. Focus on value

B. Think and work holistically

C. Optimize and automate

D. Collaborate and promote visibility

View answer

Correct Answer: B

Question #321

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

A. ct

B. lan

C. o

D. o-ordinate

View answer

Correct Answer: D

Question #322

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 #323

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

A. Business Process Management

B. Business Function Outsourcing

C. Business Process Outsourcing

D. Knowledge Process Outsourcing

View answer

Correct Answer: C

Question #324

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

A. Handling compliments and complaints from users to identify improvements

B. Improving relationships with and between stakeholders

C. Prioritizing and creating business cases for improvement initiatives

D. Identifying the cause of unplanned interruptions to service

View answer

Correct Answer: C

Question #325

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 #326

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 #327

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 #328

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 #329

An organization is designing a survey to assess the needs and expectations of its staff. What is this an example of?

A. CI/CD

B. Integration and data sharing

C. Customer-orientation

D. Employee satisfaction management

View answer

Correct Answer: D

Question #330

Which of the following statements is INCORRECT?

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

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

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

D. he SKMS can include user skill levels

View answer

Correct Answer: B

Question #331

Which of the following is NOT an element of Availability Management?

A. Verification

B. Security

C. Reliability

D. Maintainability

View answer

Correct Answer: A

Question #332

Which process would you MOST expect to be involved in the management of underpinning contracts?

A. hange management

B. ervice catalogue management

C. upplier management

D. elease and deployment management

View answer

Correct Answer: C

Question #333

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 #334

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

View answer

Correct Answer: A

Question #335

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

A. valuate; Diagnose; Justify; Intervene

B. alidate; Direct; Justify; Improve

C. alidate; Direct; Justify; Intervene

D. valuate; Direct; Justify; Improve

View answer

Correct Answer: C

Question #336

Which of the following BEST describes the purpose of access management?

A. o provide a channel for users to request and receive standard services

B. rovides the rights for users to be able to use a service or group of services

C. o prevent problems and resulting Incidents from happening

D. o detect security events and make sense of them

View answer

Correct Answer: B

Question #337

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

A. ervice desk

B. ervice request management

C. ervice level management

D. ervice configuration management

View answer

Correct Answer: C

Question #338

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 #339

Which of the following combinations covers all the roles in Service Asset and Configuration Management?

A. Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator

B. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator

C. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager

D. Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager

View answer

Correct Answer: B

Question #340

What is a service delivered between two business units in the same organization known as?

A. trategic service

B. elivered service

C. nternal service

D. xternal service

View answer

Correct Answer: C

Question #341

Which of the following is a valid role in the RACI Authority Matrix?

A. Configuration

B. Consulted

C. Complex

D. Controlled

View answer

Correct Answer: B

Question #342

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 #343

When can a known error record be raised?1. At any time it would be useful to do so2. After a workaround has been found

A. only

B. only

C. either of the above

D. oth of the above

View answer

Correct Answer: D

Question #344

What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

A. eturn on investment (ROI), value on investment (VOI), quality

B. trategic, tactical and operational

C. ritical success factors (CSFs), key performance indicators (KPIs), activities

D. echnology, process and service

View answer

Correct Answer: D

Question #345

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 #346

Which helps to streamline the fulfilment of service requests?

A. Understanding which service requests can be accomplished with limited approvals

B. Creating new workflows for every service request

C. Separating requests relating to service failures from the degradation of services

D. Eliminating service requests which have complex workflows

View answer

Correct Answer: A

Question #347

Which guiding principle considers customer and user experience?

A. Collaborate and promote visibility

B. Focus on value

C. Start where you are

D. Keep it simple and practical

View answer

Correct Answer: B

Question #348

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

A. 2 only

B. Both of the above

C. 1 only

D. Neither of the above

View answer

Correct Answer: B

Question #349

Which of the following processes are performed by the Service Desk?1. Capacity Management2. Request Fulfilment3. Demand Management4. Incident Management

A. All of the above

B. 2, 3 and 4 only

C. 2 and 4 only

D. 2 only

View answer

Correct Answer: C

Question #350

Within service design, what is the key outputhanded over to service transition?

A. easurement, methods and metrics

B. ervice design package

C. ervice portfolio design

D. rocess definitions

View answer

Correct Answer: B

Question #351

An organization supports the users of its services using a tiered structure. There are many specialists in the second- and third-line resolution teams who have worked for the organization for a long time. The organization is in the process of deploying many changes to services. This is likely to result in a large number of complex incidents. In addition, there are long backlogs of work for the second and third-line resolution teams to complete.Which is the BEST approach or technique to resolve this situatio

A. Service integration and management

B. Machine learning

C. Swarming

D. An information model

View answer

Correct Answer: C

Question #352

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 #353

With which process is Problem Management likely to share categorization and impact coding systems?

A. Incident Management

B. Capacity Management

C. Service Asset and Configuration Management

D. IT Service Continuity

View answer

Correct Answer: A

Question #354

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

A. Continual improvement participation should be limited to a small dedicated team

B. It is the role of senior management to authorize improvement initiatives

C. Training should be provided to those involved in continual improvement

D. A single continual improvement register should be maintained by senior management

View answer

Correct Answer: B

Question #355

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

View answer

Correct Answer: A

Question #356

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 #357

Which of the following activities may, exceptionally, be omitted for an urgent change?1 Recording that the change has been made2 Testing the change3 Holding a CAB meeting4 Establishing a back-out plan

A. All of them

B. 2 and 4

C. 2 and 3

D. 3 and 4

View answer

Correct Answer: C

Question #358

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

A. utility

B. warranty

C. outcomes

D. outputs

View answer

Correct Answer: C

Question #359

Which of the following is NOT the responsibility of the Release Management process?

A. The physical aspects of software control

B. Ensuring that the accuracy of CMDB entries concerning software CIs is maintained

C. Helping to determine the software release policy

D. Distributing software

View answer

Correct Answer: B

Question #360

Which one of the following is the BEST definition of reliability?

A. he availability of a service or component

B. he level of risk that affects a service or process

C. ow long a service or configuration item (CI) can perform its function without failing

D. ow quickly a service or component can be restored to normal working order

View answer

Correct Answer: C

Question #361

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

View answer

Correct Answer: B

Question #362

Which two practices interact the MOST with the service desk practice?

A. Incident management and service request management

B. Service request management and deployment management

C. Deployment management and change enablement

D. Change enablement and incident management

View answer

Correct Answer: A

Question #363

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 #364

Which of the following statements is CORRECT?1. The only phase of the Service Management Lifecycle where value can be measured is Service Operation2. All of the phases of the lifecycle are concerned with the value of IT services

A. oth of the above

B. either of the above

C. only

D. only

View answer

Correct Answer: C

Question #365

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 #366

Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

A. Service configuration management

B. Service desk

C. Problem management

D. Deployment management

View answer

Correct Answer: B

Question #367

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

A. Schedule, assess, authorize

B. Diagnose, investigate, resolve

C. Initiate, approve, fulfil

D. Acknowledge, classify, own

View answer

Correct Answer: D

Question #368

Which phase of problem management includes analyzing incidents to look for patterns and trends?

A. Problem identification

B. Problem control

C. Error control

D. Post-implementation review

View answer

Correct Answer: A

Question #369

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

A. Service level management

B. Service desk

C. Continual improvement

D. Change enablement

View answer

Correct Answer: A

Question #370

Which value chain activity ensures that products deliver stakeholder expectations for quality?

A. Design and transition

B. Engage

C. Obtain/build

D. Plan

View answer

Correct Answer: A

Question #371

Which of the following is an objective of business relationship management?

A. o identify patterns of business activity

B. o ensure high levels of customer satisfaction

C. o secure funding to manage the provision of services

D. o ensure strategic plans for IT services exist

View answer

Correct Answer: B

Question #372

Which statement about user communities is CORRECT?

A. User communities are created by service providers to investigate the cause of problems

B. Communities set up by users may be recognized and supported by service providers

C. Informal user communities should be disbanded and merged into official groups

D. Every user community should have at least one super-user

View answer

Correct Answer: B

Question #373

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 #374

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

A. Configuration item

B. Product

C. IT asset

D. Event

View answer

Correct Answer: C

Question #375

Which of the following is the BEST description of a relationship in Service Asset and Configuration Management?

A. Defines which software should be installed on a particular piece of hardware

B. Defines how version numbers should be used in a release

C. Describes how the Configuration Items (CIs) work together to deliver the services

D. Describes the topography of the hardware

View answer

Correct Answer: C

Question #376

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 #377

Which of these statements about Service Desk staff is CORRECT?

A. ervice Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them

B. ervice Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

C. he Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

D. he Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

View answer

Correct Answer: C

Question #378

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 #379

Exhibit:Order the following continual service improvement (CSI) implementation steps into the CORRECT sequence in alignment with the plan, do check, act (PDCA) model.Please refer to the exhibit.

A. 2-3-4-1

B. 1-3-2-4

C. 3-4-2-1

D. 3-1-2-4

View answer

Correct Answer: D

Question #380

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

A. onfiguration baseline

B. roject baseline

C. hange baseline

D. sset baseline

View answer

Correct Answer: A

Question #381

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 #382

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

A. Change enablement

B. Service level management

C. Problem management

D. Service desk

View answer

Correct Answer: D

Question #383

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

A. Plan

B. Improve

C. Design and transition

D. Deliver and support

View answer

Correct Answer: A

Question #384

In many organizations the role of Incident Manager is assigned to the Service Desk.It is important that the Incident Manager is given the authority to:

A. Only manage Incidents effectively through 1st and 2nd line

B. Only manage Incidents effectively through the 1st line

C. Only manage Incidents effectively at the 3rd line

D. Manage Incidents effectively through 1st, 2nd and 3rd line

View answer

Correct Answer: D

Question #385

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 #386

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 #387

Why should some service requests be fulfilled with no additional approvals?

A. To ensure that spending is properly accounted for

B. To ensure that information security requirements are met

C. To streamline the fulfilment workflow

D. To set user expectations for fulfilment times

View answer

Correct Answer: C

Question #388

Which process lists "Understanding patterns of business activity" as a major role?

A. Supplier Management

B. Service Desk

C. Request Fulfilment

D. Demand Management

View answer

Correct Answer: D

Question #389

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

View answer

Correct Answer: A

Question #390

An overhead would normally be regarded as which of the following?

A. A discounted charge

B. The market price

C. An indirect cost

D. A direct cost

View answer

Correct Answer: C

Question #391

What does a service always have to deliver to its customers?

A. infrastructure

B. applications

C. resources

D. value

View answer

Correct Answer: D

Question #392

Which of the following is a sub-process of Capacity Management?

A. Component Capacity Management

B. Process Capacity Management

C. Technology Capacity Management

D. Capability Capacity Management

View answer

Correct Answer: A

Question #393

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

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

View answer

Correct Answer: D

Question #394

Which of the following is NOT a characteristic of a process?

A. It is measurable

B. Delivers specific results

C. A method of structuring an organization

D. Responds to specific events

View answer

Correct Answer: C

Question #395

What are the categories of events 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 #396

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 #397

Which one of the following is the BEST definition of reliability?

A. he availability of a service or component

B. he level of risk that affects a service or process

C. ow long a service or configuration item (CI) can perform its function without failing

D. ow quickly a service or component can be restored to normal working order

View answer

Correct Answer: C

Question #398

Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?

A. The Service Level Manager

B. The Configuration Manager

C. The Change Manager

D. The Information Security Manager

View answer

Correct Answer: D

Question #399

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

A. Keep it simple and practical

B. Think and work holistically

C. Start where you are

D. Progress iteratively with feedback

View answer

Correct Answer: A

Question #400

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

Question #401

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

A. ACI model

B. ncident model

C. ontinual service improvement (CSI) approach

D. he Deming Cycle

View answer

Correct Answer: A

Question #402

IT operations management have been asked by a customer to carry out non-standard activity that will cause them to miss an agreed service level target. How should they respond?

A. they should escalate this decision to service strategy

B. accept the request as they must support customer business outcomes

C. make a decision based on balancing stability and responsiveness

D. refuse the request because they must operate the service to meet the agreed service levels

View answer

Correct Answer: C

Question #403

Which of the following statements about Service Asset and Configuration Management is/are CORRECT?1 A Configuration Item (CI) can exist as part of any number of other CIs at the same time2 Choosing the right CI level is a matter of achieving a balance between information availability and the right level of control

A. Neither ofthe above

B. Both ofthe above

C. 2 only

D. 1 only

View answer

Correct Answer: B

Question #404

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 #405

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

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. roprietary knowledge has been tested in a wide range of environments

View answer

Correct Answer: A

Question #406

Which process is responsible for recording the current details, status, interfaces and dependencies of all 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 #407

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 #408

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 #409

Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

A. ervice transition planning and support

B. esign coordination

C. ervice level management

D. hange management

View answer

Correct Answer: B

Question #410

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 #411

Which of these recommendations is best practice for service level management?1. Include legal terminology in service level agreements (SLAs)2. It is NOT necessary to be able to measure all the targets in an SLA

A. only

B. only

C. oth of the above

D. either of the above

View answer

Correct Answer: D

Question #412

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 #413

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

A. valuate; Diagnose; Justify; Intervene

B. alidate; Direct; Justify; Improve

C. alidate; Direct; Justify; Intervene

D. valuate; Direct; Justify; Improve

View answer

Correct Answer: C

Question #414

Where should the following information be stored?1. The experience of staff2. Records of user behaviour3. Supplier's abilities and requirements4. User skill levels

A. he forward schedule of change

B. he service portfolio

C. configuration management database (CMDB)

D. he service knowledge management system (SKMS)

View answer

Correct Answer: D

Question #415

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 #416

Which of the following places Problem Management activities in the correct order:

A. Identify and record, classify, investigate and diagnose, raise an RFC, review the change

B. Investigate and diagnose, raise an RFC, classify, identify and record

C. Identify and record, investigate and diagnose, raise an RFC, classify, review the change

D. Review a change, classify, identify and record, investigate and diagnose, raise another RFC

View answer

Correct Answer: A

Question #417

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

A. ervice level management

B. ervice catalogue management

C. emand management

D. ervice transition

View answer

Correct Answer: B

Question #418

Which of the following is NOT an example of self-help capabilities?

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

B. a direct interface into the back end process-handling software

C. web front-end

D. menu-driven range of self help and service requests

View answer

Correct Answer: A

Question #419

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 #420

Which role approves the cost of services?

A. User

B. Change authority

C. Sponsor

D. Customer

View answer

Correct Answer: C

Question #421

Which types of communication would the functions within service operation use?1. Communication between data centre shifts 2.Communication related to changes3. Performance reporting4. Routine operational communication

A. only

B. and 3 only

C. , 2 and 4 only

D. ll of the above

View answer

Correct Answer: D

Question #422

Which of the following statements is INCORRECT?

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

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

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

D. The SKMS can include user skill levels

View answer

Correct Answer: A

Question #423

Identify the missing word(s) in the following sentence:The service desk should be the entry point and single point of contact for the [?] with all of its users.

A. Service consumer

B. Service provider

C. Customer

D. Supplier

View answer

Correct Answer: B

Question #424

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 #425

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 #426

Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

A. eople, process, partners, performance

B. erformance, process, products, problems

C. eople, process, products, partners

D. eople, products, perspective, partners

View answer

Correct Answer: C

Question #427

Which one of the following statements is CORRECT?

A. he configuration management system is part of the known error database

B. he service knowledge management system is part of the configuration management system

C. he configuration management system is part of the service knowledge management system

D. he configuration management system is part of the configuration management database

View answer

Correct Answer: C

Question #428

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 #429

Which of the following statements is INCORRECTLY assigned to its book?

A. Ensures that organizations are in a position to handle the costs and risks associated with their service portfolios: SERVICE STRATEGY

B. Provides Guidance for the development of services and service management processes:SERVICE DESIGN

C. Contains guidance on transferring the control of services between customers and service providers: SERVICE TRANSITION

D. Contains guidance on supporting operations through new models and architectures, such as shared services: CONTINUAL SERVICE IMPROVEMENT

View answer

Correct Answer: D

Question #430

IT Service Continuity strategy should be based on:1: Design of the service technology2: Business continuity strategy3: Business Impact Analysis4: Risk assessment

A. 2, 3 and 4 only

B. 1, 2 and 3 only

C. 1, 3 and 4 only

D. 1, 2 and 4 only

View answer

Correct Answer: A

Question #431

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 #432

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 #433

Which statement about user communities is CORRECT?

A. ser communities are created by service providers to investigate the cause of problems

B. ommunities set up by users may be recognized and supported by service providers

C. nformal user communities should be disbanded and merged into official groups

D. very user community should have at least one super-user

View answer

Correct Answer: B

Question #434

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 #435

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 #436

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 #437

Which TWO statements about the guiding principles are CORRECT?1. The guiding principles support continual improvement2. Each guiding principle applies to a selection of the available stakeholder groups3. Organizations should decide which one of the guiding principles is relevant to them4. Organizations should consider how the guiding principles interact with each other

A. 1 and 2

B. 2 and 3

C. 3 and 4

D. 1 and 4

View answer

Correct Answer: D

Question #438

See the Scenario for additional information.

A. Grant application service: ? increases the number of successful grant applications by helping researchers to write effective grant proposals

B. User device access service: ? provides connectivity for phones, laptops and tablets

C. Exam administration service: ? increases productivity of administrative staff by reducing downtime of exam marking and grade tracking

D. Centralized email service: ? reduces overall costs for the university IT department by enabling retirement of many smaller email services

View answer

Correct Answer: D

Question #439

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

A. to provide quality knowledge of change, release and deployment management

B. to provide training and certification in project management

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

D. to plan and manage the capacity and resources requirements to manage a release

View answer

Correct Answer: B

Question #440

Information that is needed to resolve problems is difficult to obtain because IT staff are worried that they will be blamed for mistakes. Which concept can MOST help to resolve this?

A. Safety culture

B. Design thinking

C. Valuable investments

D. Agile

View answer

Correct Answer: A

Question #441

Which process is responsible for controlling, recording and reporting on the relationships between 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 #442

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 #443

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 #444

The consideration of value creation is a principle of which stageof the service lifecycle?

A. ontinual service improvement

B. ervice strategy

C. ervice design

D. ervice transition

View answer

Correct Answer: B

Question #445

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 #446

Which of the following is a sub-process of capacity management?

A. component capacity management

B. process capacity management

C. technology capacity management

D. capability capacity management

View answer

Correct Answer: A

Question #447

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 #448

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

View answer

Correct Answer: A

Question #449

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 #450

Which one of the following is the BEST description of a service level agreement (SLA)?

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

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

C. n agreement between a service provider and an external supplier

D. n agreement between the service provider and their customer

View answer

Correct Answer: D

Question #451

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 #452

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

A. Event

B. Incident

C. Problem

D. Known error

View answer

Correct Answer: A

Question #453

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

A. The IT Director

B. The Service Owner

C. The Customer

D. The Process Owner

View answer

Correct Answer: D

Question #454

Why is a meeting notes template used?

A. o record meeting objectives while the meeting is in progress

B. o help the meeting chairperson to capture key details

C. o ensure that the meeting runs to planned timings

D. o ensure the correct participants attend the meeting

View answer

Correct Answer: A

Question #455

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)

View answer

Correct Answer: B

Question #456

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 #457

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

A. Service offering

B. Service provision

C. Service management

D. Service consumption

View answer

Correct Answer: C

Question #458

At what point should capacity requirements of a proposed system be first considered?

A. Leave it until the system is implemented and see if the system works O

B. As early as possible

C. When the Development Manager has completed testing and passes the system to Operations for operational testing

D. Just before the system goes live

View answer

Correct Answer: B

Question #459

When can a known error record be raised?1. At any time it would be useful to do so2. After a workaround has been found

A. only

B. only

C. either of the above

D. oth of the above

View answer

Correct Answer: D

Question #460

What would be the next step in the continual service improvement (CSI) model 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. hat is the return on investment (ROI)?

B. ow much did it cost?

C. ow do we keep the momentum going?

D. hat is the value on investment (VOI)?

View answer

Correct Answer: C

Question #461

Which one of the following is the purpose of service level management?

A. o carry out the service operations activities needed to support current IT services

B. o ensure that sufficient capacity is provided to deliver the agreed performance of services

C. o create and populate a service catalogue

D. o ensure that an agreed level of IT service is provided for all current IT services

View answer

Correct Answer: D

Question #462

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 #463

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 #464

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

A. Service Catalogue Manager

B. IT Designer/Architect

C. Process Manager

D. Supplier Manager

View answer

Correct Answer: D

Question #465

What is the definition of warranty?

A. A means of identifying events that could cause harm or loss

B. A means of determining whether a service is fit for purpose

C. A means of identifying a result for a stakeholder

D. A means of determining whether a service is fit for use

View answer

Correct Answer: D

Question #466

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 #467

Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?

A. ervice strategy

B. ervice transition

C. ervice operation

D. ontinual service improvement

View answer

Correct Answer: C

Question #468

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 #469

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 #470

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

A. o

B. erform

C. mplement

D. easure

View answer

Correct Answer: A

Question #471

Technical Management is NOT responsible for?

A. Maintenance of the technical Infrastructure

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

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

D. Diagnosis of, and recovery from, technical failures

View answer

Correct Answer: C

Question #472

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

A. here are we now?

B. here do we want to be?

C. ow dowe get there?

D. id we get there?

View answer

Correct Answer: B

Question #473

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 #474

Which of the following sentences BEST describes a Standard Change?

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

B. A Change that correctly follows the required Change process

C. A pre-authorised Change that has an accepted and established procedure

D. A Change that is made as the result of an audit

View answer

Correct Answer: C

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