Which process works with incident management to ensure that security breaches are detected and logged?
Which is an example of a business related measurement?
Which practice may involve the initiation of disaster recovery?
What is the reason for using a balanced bundle of service metrics?
Which is considered by the ‘partners and suppliers’ dimension?
Which usually requires a team of representatives from many stakeholder groups?
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.
What considerations influence the supplier strategy of an organization?
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
Which two practices use workarounds?
Which statement about change management is CORRECT?
What should be done first when applying the 'focus on value' guiding principle?
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
Which service management dimension is focused on activities and how these are coordinated?
What includes governance as a component?
Which is one of the five aspects of service design?
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
Which is handled as a service request?
Which describes the utility of a service?
Which ITIL concept describes governance?
Identify the missing word in the following sentence.
A user is [?] that uses services.
In which step of the ‘continual improvement model’ is an improvement plan implemented?
Which is an external input to the service value chain?
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
Which function is responsible for the management of a data centre?
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
Which statement about the ‘four Ps’ of service design is CORRECT?
How should an organization include third-party suppliers in the continual improvement of services?
What should a release policy include?
Which term describes the functionality offered by a service?
Which statement about change authorization is CORRECT?
Which practice establishes a channel between the service provider and its users?
Which is an objective of the design coordination process?
What is important for a ‘continual improvement register’ (CIR)?
Which practice recommends using tools for collaboration and the automated matching of symptoms?
What is required by all service desk staff?
Which helps to streamline the fulfilment of service requests?
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
Which TWO are important aspects of the ‘service request management’ practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals
What is the purpose of the ‘incident management’ practice?
Which of the four dimensions’ focuses on roles responsibilities and systems of authority?
Which is a key element of the 'think and work holistically' guiding principle?
Which of the following is the MOST important for effective incident management?
Identify the missing word in the following sentence.
The purpose of the service configuration management practice to to ensure mat accurate and reliable information about the configuration of [?], and the is that support mem, is available when and where it to needed.
Which is part of the value proposition of a service?
Which of the following is a necessity to a successful service level agreement (SLAs)?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
What is the definition of service management?
Which statement about the input and output of the value chain activities is CORRECT?
Which statement about the purpose of the Monitoring and event management practice is TRUE?
Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
Which describes an unresolved problem which has been already analysed?
Which is included in the purpose of the 'improve' value chain activity?
Which is an activity in the 'Problem control' phase of problem management?
What is a user?
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
What is used as a tool to help define and measure performance?
Which practice has a purpose that includes managing authentication and non-repudation?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
Which of the following terms is more suitable to describe the functionality of a service?
What is MOST LIKELY to be handled as a service request?
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Which practice balance management of risk with maximizing throughput?
What is the difference between the 'incident management' and 'service desk' practices?
What are the KEY stakeholder groups mat service providers should cooperate with?
A user wants to know how to create a report so they come into contact with the service desk.
Which practice is MOST likely to help with the solution of this issue?
Which is the MOST LIKELY way of resolving major incidents?
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
Which value chain activity is concerned with the availability of service components?
What is the value of a service?
Which activity is NOT recommended by the start where you are' guiding principle?
Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the eficiency o' manual processes.
4 It is important to understand the organization's objectives when assessing the impact of potential improvements.
Which practice needs the right culture to be embedded across the entire organization?
Which practice guarantees that users nave a range of access channels to choose from to report problems?
Which is the FIRST thing to consider when focusing on value?
Which of the four dimensions focuses on roles, responsibilities, and systems of authority?
Which practice has a purpose that involves creating closer, more collaborative relationships?
Which of the four dimensions focuses or managing data in compliance with industry regulations?
Why should a service level agreement include bundles of metrics?
What is described by the service value system?
How should an organization adopt continual improvement methods?
Which of the following is an example of incident?
When should the effectiveness of a problem workaround be assessed?
What should be used to set user expectations for request fulfilment times?
What is typically needed to assign complex incidents to support groups?
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
What is the starting point for optimization?
Which describes a set of defined steps for implementing improvements?
What are the types of asset management?
In which TWO situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant
Which describes outcomes?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Which is NOT a key focus of the 'information and technology' dimension?
Which statement about the steps to fulfill a service request is CORRECT?
Which dimension considers how knowledge assets should be protected?
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
When should a full risk assessment and authorization be carried out for a standard change?
Which service level metrics are BEST for measuring user experience?
When should a change request be submitted to resolve a problem?
Which of these should be logged and managed as a problem?
What type of change is MOST likely to be managed by the 'service request management' practice?
Which is a purpose of the 'engage' value chain activity?
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
Which activity is part of the 'continual improvement' practice?
What should be done to determine the appropriate metrics for measuring a new service?
What is an IT asset?
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.
Which statement about service desks is CORRECT?
Which is part of service provision?
What is the purpose of the 'relationship management' practice?
Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests
What is the purpose of the 'information security management1 practice?
Which practice provides a single point of contact for users?
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without
the customer having to manage specific [?] and risks.
Which TWO statements about an organization’s culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
Which statement about outcomes is CORRECT?
What are the ITIL guiding principles used for?
Which is a purpose of the 'service desk' practice?
Which activity captures the demand for incident resolution and service requests?
Which is CORRECT about change authorization?
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.
Which is included in the purpose of the 'change enablement' practice?
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
Which statement about ‘continual improvement’ is CORRECT?
What is the definition of warranty?
Which is a risk that might be removed from a service consumer by an IT service?
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.
What is a definition of a problem?
What term is used to describe whether a service will meet availability, capacity and security requirements?
Which practices is MOST associate with the use of empathy to understand users?
Which statement about the ‘service request management’ practice is CORRECT?
What role would be MOST suitable for someone with tots of experience working in IT and business roles?
They also have experience of managing relationships with various stakeholders, including suppliers and business managers.
What is the MAIN benefit of 'problem management'?
Which statement about outcome is CORRECT?
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
Which guiding principle discourages 'silo activity'?
What is the purpose of the ‘deployment management’ practice?
Which phase of problem management includes analysing incidents to look for patterns and trends?
What is a configuration item?
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity
Which is an example are problem control activity?
How should an organization prioritize incidents?
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
Which practice is most likely to benefit from the use of chatbots?
What can be described as an operating model for the creation and management of products and services?
Which will help solve incidents more quickly?
Which statement about outcomes is CORRECT?
Which should be handled by ‘service request management’?
Where are the details of the required performance outcomes of a service denned?
Which practice has a purpose that deludes maximizing the number of successful additions modifications, or removals of anything that could have an effect on a service?
Which BEST describes the purpose of the 'improve' value chain activity?
Which costs are included in the value proposition of a service?
Which practice's purpose includes creating closer more collaborative relationships?
Identify the missing word in the following sentences.
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.
Which facilitates outcomes that customers want to achieve?
Which is an activity of the 'incident management" practice?
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