Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Which dimension includes activities and workflows?
What is the expected outcome from using a service value chain?
Which is NOT a component of the service value system?
What should be done to determine the appropriate metrics for measuring a new service?
What is an output?
Which practice identifies metrics that reflect a customer experience of a service?
What are ’engage’, ‘plan’ and ‘improve’ examples of?
Which statement about outcomes is CORRECT?
Which statement about a ‘continual improvement register’ is CORRECT?
What is typically needed to assign complex incidents to support groups?
Which statement about costs is CORRECT?
Which is a key requirement for a successful service level agreement?
What is described by the service value system?
What is the purpose of the ‘deployment management’ practice?
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
Which statement about service desks is CORRECT?
Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which dimension includes a workflow management system?
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Which describes outcomes?
What should all 'continual improvement' decisions be based on?
How should an organization adopt continual improvement methods?
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without
the customer having to manage specific [?] and risks.
What are the ITIL guiding principles used for?
What are the three phases of 'problem management'?
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.
Which practice owns and manages issues, queries and requests from users?
Which practice provides a single point of contact for users?
How should the workflow for a new service request be designed?
Which is the purpose of the 'monitoring and event management' practice?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?]
are managed appropriately to support the seamless provision of quality products and services.
Which practice updates information relating to symptoms and business impact?
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 describes normal changes?
Which skill is an essential part of the 'service level management' practice?
Which of these should be logged and managed as a problem?
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect
effect on [?].
What are the types of asset management?
Which practice forms a link between the service provider and the users of services?
What includes governance as a component?
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost
effectiveness?
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
What is defined as an unplanned interruption or reduction in the quality of a service?
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
Which is a supplier category?
Which is a key requirement for a successful service level agreement (SLA)?
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
Which TWO are important aspects of the ‘service request management’ practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
Which helps to streamline the fulfilment of service requests?
What is required by all service desk staff?
Which of the following is an example of workaround?
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
Which statement about known errors and problems is CORRECT?
Which are the elements of process control?
Why should some service requests be fulfilled with no additional approvals?
Which statement about the known error database (KEDB) is CORRECT?
Which value chain activity communicates the current status of all four dimensions of service management?
Which function is responsible for the management of a data centre?
Which statement about change management is CORRECT?
Which gives a user access to a system?
Which helps to manage an incident when it is unclear which support team should be working on the incident?
Which dimension considers data security and privacy?
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?
Which practice identifies metrics that reflect the customer's experience of a service?
Which dimension of service management considers governance, management, and communication?
Which is handled as a service request?
Which service management dimension is focused on activities and how these are coordinated?
Which statement about the automation of service requests is CORRECT?
Which statement about the ‘change enablement’ practice is CORRECT?
What should a release policy include?
Which practice makes new services available for use?
Which guiding principle recommends collecting data before deciding what can be re-used?
Who is responsible for defining metrics for change management?
Which practice recommends using tools for collaboration and the automated matching of symptoms?
What do customer perceptions and business outcomes help to define?
Which are elements of the service value system?
Which is a key requirement for successful service level agreements (SLAs)?
Which of the following is included in the purpose of the 'continual improvement' practice?
Which practice balance management of risk with maximizing throughput?
Which term is used to describe removing something that could have an effect on a service?
Which is an input to the service value system?
Which practice guarantees that users nave a range of access channels to choose from to report problems?
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?
Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed
Which is the FIRST action when optimizing a service?
Which statement about a continual improvement register (CIR)' is TRUE?
Which of the following statements is included in the 'improve' value chain activity's purpose'?
Which of the following statements about 'outcomes' is TRUE?
Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review in order to meet their needs?
Which of the following statements about change authorization is CORRECT?
Which is included in the purpose of the 'improve' value chain activity?
Which is the BEST type of resource for investigating complex incidents?
What are the KEY stakeholder groups that service providers should cooperate with?
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 statement about emergency changes is CORRECT?
What is including in the purpose of the relationship management practice?
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
What is the value of a service?
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Which is a description of service provision?
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
Which is the definition of an IT asset?
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
Which is an example of a service request?
Which is the MOST LIKELY way of resolving major incidents?
Which is described by the 'organizations and people' dimension of service management?
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
What is MOST LIKELY to be handled as a service request?
Why should a service level agreement include bundles of metrics?
Which of the four dimensions focuses on roles, responsibilities, and systems of authority?
Which of the following guiding principles proposes the elimination of unnecessary work?
Which practice needs the right culture to be embedded across the entire organization?
What ensures that a service provider and a service consumer continually co-create value?
Which statement about outcomes is CORRECT?
Which practice nurtures links with stakeholders at strategic and tactical levels'?
Which is NOT a component of the service value system?
Which two practices interact the MOST with the service desk practice?
Which practices is MOST associate with the use of empathy to understand users?
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.
Which statement about the ‘continual improvement model’ is CORRECT?
Identity the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].
Which practice recommends the use of event-based surveys to gather feedback from customers?
Which action is performed by a service provider?
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
What is a cause, or potential cause, of one or more incidents?
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
Which dimension of service management considers the workflows and controls needed to deliver services?
Which is a risk that might be removed from a service consumer by an IT service?
Which statement about outcomes is CORRECT?
When should a workaround be created?
Which two statements about the guiding principles are CORRECT?
1.The guiding principles support continual improvement
2.Each guiding principle applies to a selection of the available stakeholder groups
3.Organizations should decide which one of the guiding principles is relevant to them
4.Organizations should consider how the guiding principles interact with each other
Which dimension considers the application of artificial intelligence to service management?
How can a service consumer contnbute to the reduction of nsk?
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
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 statement about the service value chain is CORRECT?
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
Identify the missing words in the following sentence.
The ‘incident management’ practice should maintain [?] for logging and managing incidents.
Which dimension of service management considers how activities are coordinated?
Which is a use of a change schedule?
Which is the addition, modification or removal of anything that could have an effect on services?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Which statement about outcomes is CORRECT?
What impact does automation have on a service desk?
Which should be handled by ‘service request management’?
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?
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 is a low risk change that has been pre-approved so that no additional authorization is needed?
Which ‘service level management’ activity helps staff to deliver a more business-focused service?
Which describes the 'plan' value chain activity?
Which is CORRECT about change authorization?
How should an organization prioritize incidents?