1. What is a user?
A. The role that directs and controls an organization
B. The role that uses services
C. The role that authorizes budget for service consumption
D. The role that defines the requirements for a service
Answer: B
2. What is the definition of’ service management?
A. A set of specialized organizational capabilities for enabling value for customers in the form of services
B. A result for a stakeholder enabled by one or more outputs
C. A formal description of one or more services, designed to address the needs of a target consumer group
D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
Answer: A
3. Which of the following terms is more suitable to describe the functionality of a service?
A. Output
B. Outcome
C. Utility
D. Warranty
Answer: C
4. Which of the following statements about ‘outcomes’ is TRUE?
A. The delivery of products to a stakeholder is enabled by outcomes
B. The level of expenses regarding technology for a service is defined by an outcome
C. An outcome depends on at least one output to deliver a result
D. Outcomes provide assurance to stakeholders regarding the performance of a service
Answer: C
5. What ensures that service providers and service consumers continue to create value together?
A. Service consumption
B. Service offerings
C. Service level management
D. Service relationship management
Answer: D
6. 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
Answer: B
7. A good way to apply the ITIL guiding principle “focus on value is to:
A. Understand why services are used by service consumers
B. Understand the whole, but do something
C. Be aware of system complexity
D. Do less tasks but in a better way with higher quality
Answer: A
8. What are the KEY stakeholder groups that service providers should cooperate with?
A. Suppliers
B. Customers
C. Relationship managers
D. Developers
Answer: B
9. A good way to apply the ITIL guiding principle keep it simple and practical is to:
A. Communicate so that the audience will hear
B. Re-use nothing from the current state
C. Adopt a practice which is easy to follow
D. Understand that fast does not mean incomplete
Answer: C
10. Which activity is NOT recommended by the ‘start where you are’ guiding principle?
A. Involving people who are not familiar with a service when observing and assessing its activities
B. Applying risk management when considering to introduce new processes
C. Using source data to avoid any unintentional data distortion found in reports
D. Discarding existing processes before assessing their usefulness
Answer: A
11. Which is recommended as part of the ‘progress iteratively with feedback’ guiding
principle?
A. Prohibit changes to plans after they have been finalized
B. Analyse the whole situation in detail before taking any action
C. Reduce the number of steps that produce tangible results
D. Organize work into small manageable units
Answer: D
12. 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?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
Answer: C
13. Which of the four dimensions focuses on roles, responsibilities, and systems of
authority?
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
Answer: A
14. Which is an input to the service value system?
A. The system of directing and controlling an organization
B. Recommendations to help an organization in all aspects of its work
C. A model to help meet stakeholders’ expectations
D. A need from consumers for new or changed services
Answer: D
15. Which service value chain activity relates with buying new products?
A. Engage
B. Obtain/build
C. Plan
D. Improve
Answer: B
16. Which of the following statements is included in the ‘improve’ value chain activity’s
purpose?
A. Ensure the continual improvement of practices across all value chain activities
B. Ensure services continually meet expectations for quality, costs, and time to market
C. Ensure a shared understanding of the improvement direction for services across the organization
D. Ensure continual engagement and good relationships with all stakeholders
Answer: A
17. Which statement about the purpose of the Monitoring and event management practice is TRUE?
A. Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. Support the agreed quality of a service by handing all pre-defined, user-initiated service requests in an effective and user-friendly manner
C. Systematically observe services and service components, and record and report selected changes of state identified as events
D. Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule
Answer: C
18. Which practice has a purpose that involves creating closer, more collaborative
relationships?
A. Supplier management
B. Information security management
C. Release management
D. Service configuration management
Answer: A
19. 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 [?], and the CIs that support
them, is available when and where it is needed.
A. organizations
B. outcomes
C. IT assets
D. Services
Answer: D
20. Which practice has a purpose that includes the management of financially valuable
components that can contribute to the delivery of an IT service?
A. Deployment management
B. Service configuration management
C. Change enablement
D. IT asset management
Answer: D
21. Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing [?] and known errors.
A. events
B. changes
C. configuration items
D. workarounds
Answer: D
22. Which describes an unresolved problem which has been already analysed?
A. A workaround
B. An incident
C. A known error
D. A risk
Answer: C
23. Which term is used to define “any component that needs to be managed in order to
deliver an IT service”?
A. An event
B. An IT asset
C. A configuration item
D. A change
Answer: C
24. Which is the BEST type of resource for investigating complex incidents?
A. Self-help systems
B. Knowledgeable support staff
C. Detailed work instructions
D. Disaster recovery plans
Answer: B
25. Which practice conducts reviews to validate that services are covering the needs of the customer?
A. Monitoring and event management
B. Service level management
C. Change enablement
D. Service desk
Answer: B
26. What is the MOST LIKELY reason that incident management would need a temporary team to work together?
A. To escalate an incident to a supplier or partner
B. So users can resolve their own incidents with self-help
C. To resolve a complex or major incident
D. So customers and users are provided with timely updates
Answer: C
27. 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
Answer: C
28. Which practice MOST requires staff who demonstrate skills such as empathy and
emotional intelligence?
A. Service desk
B. Continual improvement
C. Problem management
D. Service request management
Answer: A
29. Which practice needs the right culture to be embedded across the entire organization?
A. Service level management
B. Service request management
C. Continual improvement
D. Change enablement
Answer: C
30. Which term is used to describe removing something that could have an effect on a
service?
A. An IT asset
B. A problem
C. A change
D. An incident
Answer: C
31. What is the CORRECT order for the three phases of problem management?
A. Problem control, error control, problem identification
B. Error control, problem control, problem identification
C. Problem identification, problem control, error control
D. Problem identification, error control, problem control
Answer: C
32. What is MOST LIKELY to be handled as a service request?
A. Managing an interruption to service
B. An emergency change to apply a security patch
C. The implementation of a workaround
D. Providing a virtual server for a development team
Answer: D
33. 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 resolves complex issues. service desk resolves simpler issues
C. Incident management resolves issues, service desk investigates the underlying causes of issues
D. Incident management manages interruptions to services, service desk monitors achieved service quality
Answer: A
34. What is used as a tool to help define and measure performance?
A. A service level agreement
B. A continual improvement register
C. An incident record
D. A change schedule
Answer: A
35. Which of the following statements about change authorization is CORRECT?
A. Every time a standard change is requested a change authority is assigned
B. The technician making an emergency change can authorize such changes
C. The change type and model is the basis for assigning the change authority
D. Ensuring that changes are authorized after their deployment is done by the change authority
Answer: C
36. Which practice guarantees that users have a range of access channels to choose from to report problems?
A. Service desk
B. Service level management
C. Incident management
D. Change enablement
Answer: A
37. Which of the following is a necessity to a successful service level agreement (SLAs)?
A. The language and terms used in the SLA should be commonly understood by all parties
B. Base the SLA on system-based metrics that are useful to the service provider
C. In order to promote consistent service, they should be carried forward, unchanged, from one year to the next
D. Vague targets, such as those related to user experience, should be avoided
Answer: A
38. Which is the MOST LIKELY way of resolving major incidents?
A. Users establishing a resolution using self-help
B. The service desk identifying the cause and a resolution
C. A temporary team working together to identify a resolution
D. A support team following detailed procedures for investigating the incident
Answer: C
39. Which statement about a ‘continual improvement register (CIR)’ is TRUE?
A. Used to help plan changes, assist in communication, avoid conflicts, and assign resources
B. Used to select the right method, model or technique for identifying improvements
C. Used to track and manage improvement ideas from identification through to final action
D. Used to provide a formal description of one or more services, designed to address the needs of a target consumer group
Answer: C
40. 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?
A. Incident management
B. Service level management
C. Service request management
D. Change enablement
Answer: C