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In which step of the ‘continual improvement model’ is an improvement plan implemented?
What is defined as a change of state that has significate for the management of an IT service?
Which practice would help a user gain access to an application that they need to use?
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.
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
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.
Which practice recommends using tools for collaboration and the automated matching of symptoms?
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
Which BEST describe the focus of the 'think and work holistically' principle?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
How does information about problems and known errors contribute to 'incident management'?
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
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 is a key requirement for successful service level agreements (SLAs)?
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 MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?
Which phase of problem management includes analysing incidents to look for patterns and trends?
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
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 practice identifies metrics that reflect a customer experience of a service?
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
What describes how components and activities work together to facilitate value creation?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
Which of the following is included in the purpose of the 'continual improvement' printer?
Which practice is responsible for moving new or changed components to live or other environments?
A service offering may include, access to resources, and service actions, which is an example of a service action?
What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?
Which includes governance, management practices, and continual improvement?
Which practice has a strong influence on the user experience and perception of the service provider?
Which practice's purpose includes creating closer more collaborative relationships?
Which practices is MOST associate with the use of empathy to understand users?
Which statement about the ‘service request management’ practice is CORRECT?
Which term relates to service levels aligned with the needs of service consumers?
Which helps to manage an incident when it is unclear which support team should be working on the incident?
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
What does the 'service request management' practice depend on for maximum efficiency?
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
Which is an example of improving service utility using service management automation?
When should a full risk assessment and authorization be carried out for a standard change?
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?
What type of change is MOST likely to be managed by the 'service request management' practice?
Which activity captures the demand for incident resolution and service requests?
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
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 [?].
Which guiding principle recommends standardizing and streamlining manual tasks?
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
What type of change is often used for resolving incidents or implementing security patches?
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 phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
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.
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which is an activity in the 'Problem control' phase of problem management?
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
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 has a purpose that includes managing risks to confidentiality, integrity and availability?
Which of the following is the MOST important for effective incident management?
What is the difference between the 'incident management' and 'service desk' practices?
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
Which step of the 'continual improvement model' defines measurable targets?
What should remain constant within an organization, even when the organization's objectives change?
Which value chain activity is concerned with the availability of service components?
Which practice ensures that a variety of access channels are available for users to report issues?
Which activity is NOT recommended by the start where you are' guiding principle?
TESTED 08 Nov 2025