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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 performances are [?] appropriately to support the seamless provision of quality products and services.
Which is included in the purpose of the ‘deliver and support’ value chain activity?
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
Which practice would help a user gain access to an application that they need to use?
Which service transition process provides guidance about converting data into information?
Which is an example of improving service utility using service management automation?
Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
Which is included in the purpose of the ‘service level management’ practice?
Which practice provides support for managing feedback, compliments and complaints from users?
Which term relates to service levels aligned with the needs of service consumers?
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Which is a key requirement for a successful service level agreement (SLA)?
What is recommended by the guiding principle ‘progress iteratively with feedback’?
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost
effectiveness?
An SLA is a service level agreement.
Which describes the ‘watermelon SLA’ effect?
Why should some service requests be fulfilled with no additional approvals?
For which purpose would the continual improvement practice use a SWOT analysis?
What is defined as a change of state that has significate for the management of an IT service?
Which process works with incident management to ensure that security breaches are detected and logged?
What is the difference between the 'incident management" and 'service desk’ practices'?
Which of the following is included in the purpose of the 'continual improvement' practice?
Which practice guarantees that users have a range of access channels to choose from to report problems?
Which step of the 'continual improvement model' defines measurable targets?
Which practice guarantees that users nave a range of access channels to choose from to report problems?
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Which is described by the 'organizations and people' dimension of service management?
What should remain constant within an organization, even when the organization's objectives change?
Which of the following is a necessity to a successful service level agreement (SLAs)?
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
What is defined as "any component that needs to be managed in order to deliver an IT service"?
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Which value chain activity is concerned with the availability of service components?
Which is an activity in the 'Problem control' phase of problem management?
When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?
Which component is focused on the activities needed by an organization to help it co-create value?
Which of the four dimensions focuses or managing data in compliance with industry regulations?
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 practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
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 statement about the purpose or the Monitoring and event management practice is TRUE?
What is the difference between the 'incident management' and 'service desk' practices?
Which practice ensures that a variety of access channels are available for users to report issues?
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
Which is recommended as pan of the 'progress iteratively with feedback' guiding principle?
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which practice identifies metrics that reflect a customer experience of a service?
Which is a key consideration for the guiding principle 'keep it simple and practical'?
What should be used to set user expectations for request fulfilment times?
What is defined as any component that needs to be managed in order to deliver an IT service?
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 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 practice has a purpose that includes ensuring that risks have been properly assessed?
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
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
What should be done to determine the appropriate metrics for measuring a new service?
Which guiding principle helps to ensure that better information is available for decision making?
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 service request management decisions require that policies are established'?
Which practice involves the management of vulnerabilities that were not identified before the service went live?
Which value chain activity ensures that ongoing service activity meets user expectations?
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
Which practice's purpose includes creating closer more collaborative relationships?
Which of the following is the MOST important 'or effective incident management?
Which dimension of service management considers the workflows and controls needed to deliver services?
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.
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 the addition, modification or removal of anything that could have an effect on services?
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
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 two are considered part of the ‘organizations and people’ dimension of service management?
1.Systems of authority
2.Culture
3.Relationships between organizations
4.Workflows
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
Which includes governance, management practices, and continual improvement?
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
Which guiding principle says that services and processes should NOT provide a solution for every exception?
TESTED 12 Sep 2025