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ITIL Practice Exam Questions with Answers ITIL Foundation (V4) Certification

Question # 6

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

A.

Service configuration management

B.

Problem management

C.

Service level management

D.

Change control

Full Access
Question # 7

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

A.

A variety of access channels

B.

Balanced scorecard review

C.

Automated pipelines

D.

Collaboration tools and techniques

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Question # 8

Which is an activity in the 'Problem control' phase of problem management?

A.

Re-assessing a known error to manage the ongoing impact.

B.

Reviewing incident records to identity trends

C.

Implementing a technical fix to resolve an issue

D.

Documenting the steps in workaround

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Question # 9

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.

Star: where you are

D.

Progress iteratively with feedback

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Question # 10

What is used as a tool to help define and measure performance?

A.

A continual improvement register

B.

An incident record

C.

A change schedule

D.

A service level agreement

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Question # 11

Which is a description of service provision?

A.

A formal description of one or more services, designed to address the needs of a service consumer

B.

Activities that an organization performs to deliver services

C.

A way to help create value by facilitating outcomes that service consumers need

D.

Cooperation between two organizations to ensure that a service delivers value

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Question # 12

Which of the four dimensions contributes MOST to defining activities needed to deliver services?

A.

Value streams and processes

B.

Partners and suppliers

C.

Information and technology

D.

Organizations and people

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Question # 13

Which is the definition of an IT asset?

A.

Any financially valuable component that contributes to a service

B.

Any request from a user that is a normal part of service delivery

C.

Any component that needs to be managed to deliver a service

D.

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

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Question # 14

Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?

A.

Service desk

B.

Supplier Management

C.

Service request management

D.

Service level management

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Question # 15

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

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Question # 16

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

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Question # 17

Which is a way of applying the guiding principle 'focus on value'?

A.

Understanding how service consumers use services

B.

Comprehending the whole, but doing something

C.

Recognizing the complexity of systems

D.

Doing fewer things, but doing them better

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Question # 18

What is the definition of “service management”?

A.

A result for a stakeholder enabled by one or more outputs

B.

A formal description of one or more services, designed to address the needs of a target consumer group

C.

Join activities performed by a service provider and a service consumer to ensure continual value co-creation

D.

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

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Question # 19

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

A.

Engage

B.

Obtain/build

C.

Plan

D.

Improve

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Question # 20

Which term is used to describe removing something that could have an effect on a service?

A.

A change

B.

An incident

C.

An IT asset

D.

A problem

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Question # 21

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

A.

Understanding the current state

B.

Defining the future desired state

C.

Tracking and managing ideas

D.

Ensuring everyone actively participates

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Question # 22

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

A.

Incident management

B.

Service Request management

C.

Change enablement

D.

Service request management

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Question # 23

Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

A.

Service relationship management

B.

Service consumption

C.

The service value system

D.

The release management' practice

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Question # 24

Which BEST describe the focus of the 'think and work holistically' principle?

A.

Considering the existing organizational assets before building something new

B.

Integrating an organization’s activities to deliver value

C.

Eliminating unnecessary steps to deliver valuable outcomes

D.

Breaking down large initiative into smaller pieces of work

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Question # 25

Which is part of the value proposition of a service?

A.

Costs removed from the consumer by the service

B.

Costs imposed on the consumer by the service

C.

Outputs of the service received by the consumer

D.

Risks imposed on the consumer by the service

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Question # 26

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

A.

Assessing which procedures can be re-used when improving a service

B.

Understanding the methods applicable to complex systems

C.

Eliminating metrics which do not contribute to achieving an objective

D.

Using technology for standard tasks to give people time for complex activities

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Question # 27

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

A.

Problem identification

B.

Problem control

C.

Error control

D.

Post-implementation review

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Question # 28

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 gives service consumers assurance of products or services

D.

Outcomes help a service consumers to assess the cost of a specific activity

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Question # 29

Which statement about the service value chain is CORRECT?

A.

The service value chain converts value into demand

B.

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

C.

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

D.

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

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Question # 30

Which statement about value streams is CORRECT?

A.

Each value stream must include all six value chain activities

B.

Each value stream must be designed for a specific scenario

C.

Each value stream must include all 34 ITIL practices

D.

Each value stream must include suppliers or partners

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Question # 31

Which practice makes new services available for use?

A.

Change enablement

B.

Release management

C.

Deployment management

D.

IT asset management

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Question # 32

What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?

A.

An initial baseline assessment

B.

The production of a detailed CSI plan

C.

Verifying that improvement targets have been achieved

D.

Understanding priorities for improvement

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Question # 33

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

A.

Scripts for collecting user information

B.

Use of shift working patterns

C.

Fulfillment of service requests

D.

Creation of a temporary team

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Question # 34

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

A.

Utility

B.

Asset

C.

Cost

D.

Outcome

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Question # 35

Identify the missing word in the following sentence.

A user is [?] that uses services.

A.

an organization

B.

a role

C.

a team

D.

a supplier

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Question # 36

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

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Question # 37

Which is intended to help an organization adopt and adapt ITIL guidance?

A.

The four dimensions of service

B.

Practices

C.

The service value chain

D.

The guiding principles

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Question # 38

Which describes outcomes?

A.

Tangible or intangible deliverables

B.

Results desired by a stakeholder

C.

Configuration of an organization's resources

D.

Functionality offered by a product or service

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Question # 39

Which activity captures the demand for incident resolution and service requests?

A.

Change control

B.

Problem management

C.

Service desk

D.

Service catalogue management

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Question # 40

What are ’engage’, ‘plan’ and ‘improve’ examples of?

A.

Service value chain activities

B.

Service level management

C.

Service value chain inputs

D.

Change control

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Question # 41

Which statement about outcomes is CORRECT?

A.

Outcomes help service consumers achieve outputs

B.

Outcomes are one or more services that fulfil the needs of a service consumer

C.

Service providers help service consumers achieve outcomes

D.

Helping service consumers achieve outcomes reduces service provider costs

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Question # 42

What should be done for every problem?

A.

It should have a workaround to reduce the impact

B.

It should be prioritized based on its potential impact and probability

C.

It should be resolved so that it can be closed

D.

It should be diagnosed to identify possible solutions

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Question # 43

Which is included in the purpose of the ‘design and transition’ value chain activity?

A.

Ensuring that service components are available when needed

B.

Providing transparency and good stakeholder relationships

C.

Supporting services according to specifications

D.

Continually meeting stakeholder expectations for costs

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Question # 44

Which guiding principle recommends standardizing and streamlining manual tasks?

A.

Optimize and automate

B.

Collaborate and promote visibility

C.

Focus on value

D.

Think and work holistically

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Question # 45

Which is a purpose of the 'service desk' practice?

A.

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

B.

To capture demand for incident resolution and service requests

C.

To set clear business-based targets for service performance

D.

To maximize the number of successful IT changes by ensuring risks are properly assessed

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Question # 46

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.

A.

plans

B.

measurement

C.

process

D.

tools

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Question # 47

Which is the FIRST action when optimizing a service?

A.

Assess the current state

B.

Implement the improvement

C.

Understand the organizational context

D.

Agree the future state

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Question # 48

Identify the Missing word(s) in the following sentence

A(n) [?] cause, or potential cause, of one or more incidents?

A.

Change

B.

Event

C.

Known error

D.

Problem

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Question # 49

Which statement about emergency changes is CORRECT?

A.

Emergency changes are low risk and well understood

B.

Authorization of emergency changes may be deferred until after implementation

C.

It is necessary to complete all documentation before an emergency charge is implemented

D.

Emergency changes are not usually recorded in the change schedule

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Question # 50

Which of the following is included in the purpose of the 'continual improvement' practice?

A.

The restoration of normal service operation as quickly as possible

B.

The establishment of links between the organization and its stakeholders at strategic and tactical levels

C.

The alignment of the organization's practices and services with changing business needs

D.

The reduction of the likelihood and impact of incidents

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Question # 51

When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?

A.

Analysis Paralysis

B.

Direct observation

C.

Minimum viable product

D.

Feedback loop

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Question # 52

Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

A.

Service request management

B.

Service desk

C.

Problem management

D.

Continual management

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Question # 53

Which is an input to the service value system?

A.

The system of directing and controlling an organization

B.

A model to help meet stakeholders expectations

C.

Recommendations to help an organization in all aspects of its work

D.

A need from consumers for new or changes services

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Question # 54

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.

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

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Question # 55

Which is an example of a service request?

A.

A request for normal operation to be restored

B.

A request to implement a security patch

C.

A request for access to a file

D.

A request to investigate the cause of an incident

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Question # 56

What should remain constant within an organization, even when the organization's objectives change?

A.

Outputs

B.

Guiding principles

C.

Service offerings

D.

Outcomes

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Question # 57

Which is described by the ‘organizations and people’ dimension of service management?

A.

Communication and collaboration

B.

Workflows and controls

C.

Inputs and outputs

D.

Contracts and agreement

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Question # 58

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.

A.

Consider

B.

Discard

C.

Re-use

D.

Improve

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Question # 59

What is MOST LIKELY to be handled as a service request?

A.

An emergency change to apply a security patch

B.

The implementation of a workaround

C.

Providing a virtual server for a development team

D.

Managing an interruption to a service

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Question # 60

What can a change schedule be used for?

A.

Speeding up the planning and authorization of emergency changes

B.

Providing information about deployed changes to help manage incidents and problems.

C.

Tracking and managing improvement ideas from identification through to final action

D.

Providing a way to initiate normal changes

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Question # 61

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

A.

Ensuring the continual improvement of practices across all value chain activities

B.

Ensuring that services continually meet expectations for quality, costs, and lime to market

C.

Ensuring a shared understanding of the improvement direction for services across the organization

D.

Ensuring continual engagement and good relationships with all stakeholders

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Question # 62

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

A.

IT asset management

B.

Deployment management

C.

Continual management

D.

Monitoring and event management

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Question # 63

Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?

A.

Incident management

B.

Service level management

C.

Service request management

D.

Change enablement

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Question # 64

What is the difference between the 'incident management' and 'service desk' practices?

A.

Incident management restores service operation, service desk provides communication with users

B.

incident management manages interruptions to service desk monitors achieved service quality

C.

incident management resolves issues, service desk investigates the underlying causes of issues

D.

incident management resolves complex issues, service desk resolve simpler issues.

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Question # 65

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

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Question # 66

Which describes normal changes?

A.

Changes that need to be scheduled and assessed following a process

B.

Changes that are low-risk and pre-authorized

C.

Changes that are typically initiated as service requests

D.

Changes that must be implemented as soon as possible

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Question # 67

Which is NOT a key focus of the 'information and technology' dimension?

A.

Workflow management and inventory systems

B.

Communication systems and knowledge bases

C.

Roles and responsibilities

D.

Security and compliance

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Question # 68

Which is a purpose of the 'engage' value chain activity?

A.

Meeting expectations for quality, costs and time-to-market

B.

Ensuring the continual improvement of services

C.

Ensuring that the organization's vision is understood

D.

Providing transparency and good relationships

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Question # 69

Which is NOT a component of the service value system?

A.

The guiding principles

B.

Governance

C.

Practices

D.

The four dimensions of service management

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Question # 70

What are the types of asset management?

A.

IT asset management and software asset management

B.

Operational and technical management

C.

IT asset management and technical management

D.

Operational management and IT asset management

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Question # 71

What type of change is MOST likely to be managed by the 'service request management' practice?

A.

An emergency change

B.

A normal change

C.

An application change

D.

A standard change

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Question # 72

What is an IT asset?

A.

The removal of anything that could have a direct or indirect effect on services

B.

Any component that needs to be managed in order to deliver a service

C.

A request from a user that initiates a service action

D.

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

Full Access
Question # 73

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

A.

Incident management

B.

Continual improvement

C.

Service request management

D.

Problem management

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Question # 74

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

A.

Incident management

B.

Monitoring and event management

C.

Change control

D.

Information security management

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Question # 75

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

A.

To support the agreed quality of a service handling all agreed, userinitiated service requests

B.

To set clear business-based targets for service performance

C.

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

D.

To align the organization's practices and services with changing business needs

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Question # 76

Identify the missing word in the following sentence.

A known error is a problem that has been [?] and has not been resolved.

A.

closed

B.

logged

C.

analysed

D.

escalated

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Question # 77

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

A.

1 and 2

B.

1 and 4

C.

3 and 4

D.

2 and 3

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Question # 78

What is the purpose of the 'information security management1 practice?

A.

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

B.

To observe services and service components

C.

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

D.

To plan and manage the full lifecycle of all IT assets

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Question # 79

Which statement about emergency changes is CORRECT?

A.

The testing of emergency can be eliminated in order to implement the change quickly

B.

The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly

C.

Emergency changes should be authorized and implemented as service requests

D.

Emergency changes must be fully documented before authorization and implementation

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Question # 80

Which is a service request?

A.

Requesting a workaround for an issue

B.

Requesting information about how to create a document

C.

Requesting an enhancement to an application

D.

Requesting investigation of a degraded service

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Question # 81

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

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

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Question # 82

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

A.

Start where you are

B.

Collaborate and promote visibility

C.

Keep it simple and practical

D.

Optimize and automate

Full Access
Question # 83

Identify the missing words in the following sentence.

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

A.

Immediate escalation

B.

Specialist teams

C.

A separate process

D.

Third party support

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Question # 84

Arrange the following steps of software lifecycle in correct order.

1. Retire

2. Test

3. Operate

4. Deploy

5. Ideation

6. Develop

7. Design

A.

Ideation, Design, Develop, Deploy, Test, Operate, Retire

B.

Retire, Test, Operate, Deploy, Ideation, Develop, Design

C.

None of the above

D.

Ideation, Test, Develop, Deploy, Design, Operate, Retire

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Question # 85

When planning ‘continual improvement’, which approach for assessing the current state of a service is

CORRECT?

A.

An organization should always use a single technique to ensure metrics are consistent

B.

An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

C.

An organization should always develop competencies in methodologies and techniques that will meet their

needs

D.

An organization should always use an approach that combines Lean, Agile and DevOps methodologies

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Question # 86

When should the effectiveness of a problem workaround be assessed?

A.

Whenever the workaround is used

B.

Whenever the problem is resolved

C.

Whenever the workaround becomes a known error

D.

Whenever the problem is prioritized

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Question # 87

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

A.

Use a single workflow for all types of service request

B.

Leverage existing workflows whenever possible

C.

Use different workflows for each type of service request

D.

Avoid workflows for simple service requests

Full Access
Question # 88

Which practice updates information relating to symptoms and business impact?

A.

Service level management

B.

Change control

C.

Service request management

D.

Incident management

Full Access
Question # 89

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

A.

Service value streams

B.

Value realization

C.

Customer engagement

D.

The application of practices

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Question # 90

How does information about problems and known errors contribute to 'incident management'?

A.

It enables the reassessment of known erros

B.

It enables quick and efficient diagnosis of incidents

C.

It removes the need for collaboration during incident resolution

D.

It removes the need for regular customer updates

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Question # 91

What are the three phases of 'problem management'?

A.

Problem identification, problem control, error control

B.

Problem analysis, error identification, incident resolution

C.

Problem logging, problem classification, problem resolution

D.

Incident management, problem management, change control

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Question # 92

Which is the correct combination of items that makes up an IT service?

A.

Customers, providers and documents

B.

Information technology, people and processes

C.

Information technology, networks and people

D.

People, processes and customers

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Question # 93

Which is an example of improving service utility using service management automation?

A.

Pre-determined routing of a service request

B.

Reducing the time to compile service data

C.

Monitoring service availability

D.

Faster resource allocation

Full Access
Question # 94

What does the 'service request management' practice depend on for maximum efficiency?

A.

Self-service tools

B.

Compliments and complaints

C.

Processes and procedures

D.

Incident management

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Question # 95

Which are phases of the release and deployment process?

1. Release build and test

2. Review and close

3. Categorize and record

4. Change authorization and schedule

A.

1 and 2

B.

1 and 3

C.

2 and 4

D.

3 and 4

Full Access
Question # 96

Which process works with incident management to ensure that security breaches are detected and logged?

A.

Change management

B.

Service level management

C.

Access management

D.

Continual service improvement

Full Access
Question # 97

Which practice provides visibility of the organization's services by capturing and reporting on service performance?

A.

Service desk

B.

Service level management

C.

Service request management

D.

Service configuration management

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Question # 98

Which of the following should IT service continuity strategy be based on?

1. Design of the service metrics

2. Business continuity strategy

3. Business impact analysis (BIA)

4. Risk assessment

A.

1, 2 and 4 only

B.

1, 2 and 3 only

C.

2, 3 and 4 only

D.

1, 3 and 4 only

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Question # 99

How should an organization include third-party suppliers in the continual improvement of services?

A.

Ensure suppliers include details of their approach to service improvement in contracts

B.

Require evidence that the supplier uses agile development methods

C.

Require evidence that the supplier implements all improvements using project management practices

D.

Ensure that all supplier problem management activities result in improvements

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Question # 100

Which statement BEST describes the value of service strategy to the business?

A.

It allows higher volumes of successful change

B.

It reduces unplanned costs through optimized handling of service outages

C.

It reduces the duration and frequency of service outages

D.

It enables the service provider to understand what levels of service will make their customers successful

Full Access
Question # 101

Which ITIL concept describes governance?

A.

The service value system

B.

The service value chain

C.

The seven guiding principles

D.

The four dimensions of service management

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Question # 102

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

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Question # 103

Which is one of the five aspects of service design?

A.

Management information systems and tools

B.

Risk analysis and management approach

C.

Management policy for business case creation

D.

Corporate governance and policy

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Question # 104

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

Full Access
Question # 105

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

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Question # 106

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

A.

Plan

B.

Design and transition

C.

Obtain/build

D.

Deliver and support

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Question # 107

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

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Question # 108

What is NOT within the scope of service catalogue management?

A.

Contribution to the definition of services

B.

Interfaces between all services and supporting services

C.

Interfaces between the service catalogue and service portfolio

D.

Fulfilment of business service requests

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Question # 109

What is the reason for using a balanced bundle of service metrics?

A.

It reduces the number of metrics that need to be collected

B.

It reports each service element separately

C.

It provides an outcome-based view of services

D.

It facilitates the automatic collection of metrics

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Question # 110

Which gives a user access to a system?

A.

Service requirement

B.

Service agreement

C.

Service consumption

D.

Service provision

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Question # 111

Which are the elements of process control?

A.

Inputs, outputs and triggers

B.

Work instructions, procedures and roles

C.

Resources, capabilities and metrics

D.

Process owner, policy and objectives

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Question # 112

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

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Question # 113

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

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Question # 114

Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

A.

Keep it simple and practical

B.

Optimize and automate

C.

Progress iteratively with feedback

D.

Focus on value

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Question # 115

Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

A.

Local

B.

Centralized

C.

Outsourced

D.

Virtual

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Question # 116

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

A.

Charging

B.

Governance

C.

Budgeting

D.

Accounting

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Question # 117

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

A.

Organizations and people

B.

Value streams and processes

C.

Information and technology

D.

Partners and suppliers

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Question # 118

Which value chain activity ensures the availability of service components?

A.

Improve

B.

Deliver and support

C.

Engage

D.

Obtain/build

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Question # 119

Why should service desk staff detect recurring issues?

A.

To help identify problems

B.

To escalate incidents to the correct support team

C.

To ensure effective handling of service requests

D.

To engage the correct change authority

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Question # 120

Which is the CORRECT of the ‘R’ role in a RACI matrix?

A.

This role ensures that activities are executed correctly

B.

This role has ownership of the end result

C.

This role is involved in providing knowledge and input

D.

This role ensures the flow of information to stakeholders

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Question # 121

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

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Question # 122

Which skill is required by the ‘service level management’ practice?

A.

Supplier management

B.

Technical expertise

C.

Event monitoring

D.

Problem management

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Question # 123

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 management

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Question # 124

What is a problem that has been analysed but has not been resolved?

A.

Workaround

B.

Incident

C.

Known error

D.

Event

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Question # 125

Which facilitates outcomes that customers want to achieve?

A.

Service

B.

Warranty

C.

Organization

D.

IT asset

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Question # 126

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

A.

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

B.

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

C.

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

D.

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

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Question # 127

Which practices is MOST associate with the use of empathy to understand users?

A.

Service desk

B.

Continual improvement

C.

Service level management

D.

Change enablement

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Question # 128

Which is part of the definition of a customer?

A.

The role that defines the requirements for a service

B.

A means of enabling value co-creation

C.

The role that authorizes budget for service consumption

D.

A set of specialized organizational capabilities for enabling value

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Question # 129

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

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Question # 130

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 are learning

D.

To provide links to related changes and known errors

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Question # 131

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

A.

Service level agreements

B.

Service requests

C.

Service components

D.

Service offerings

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Question # 132

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

A.

Availability

B.

Warranty

C.

Outcome

D.

Utility

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Question # 133

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

A.

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

B.

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

C.

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

D.

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

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Question # 134

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 [?], 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

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Question # 135

Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

A.

Incident management

B.

Service level management

C.

Problem management

D.

Service request management

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Question # 136

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

A.

A configuration item

B.

A workaround

C.

An incident

D.

A problem

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Question # 137

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 low 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

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Question # 138

Which is NOT a component of the service value system?

A.

The service value chain

B.

Opportunity and demand

C.

Continual improvement

D.

Governance

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Question # 139

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.

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

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Question # 140

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

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Question # 141

What is the purpose of the ‘deployment management’ practice?

A.

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

B.

To make new and changed services and features available for use

C.

To move new or changed components to live environments

D.

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

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Question # 142

Which of the following is included in the purpose of the 'continual improvement' printer?

A.

The restoration of normal service operation as quickly as possible

B.

The establishment of Inks between the organization and its stakeholders at strategic and tactical levels

C.

The alignment of the organization's practices and services with changing business needs

D.

The reduction of the likelihood and impact of incidents

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Question # 143

Which TWO are inputs to the service value system?

1 Demand

2 Products

3 Value

4 Opportunity

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

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Question # 144

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

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Question # 145

Which will help solve incidents more quickly?

A.

Target resolution times

B.

Escalating all incidents to support teams

C.

Collaboration between teams

D.

Detailed procedural steps for incident investigation

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Question # 146

Which practice helps to ensure that the services delivered to customers are aligned with their needs?

A.

Service request management

B.

Change enablement

C.

Problem management

D.

Service level management

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Question # 147

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.

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Question # 148

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

A.

A risk

B.

An organization

C.

A practice

D.

An outcome

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Question # 149

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

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Question # 150

Which ITIL concept helps an organization to make good decisions?

A.

Four dimensions of service management

B.

Guiding principles

C.

Service value chain

D.

Practices

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