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Which is a purpose of the 'service desk' practice?
What should all 'continual improvement' decisions be based on?
Which dimension includes a workflow management system?
Which practice provides a single point of contact for users?
Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which guiding principle helps to ensure that better information is available for decision making?
What is an IT asset?
Which statement about a ‘continual improvement register’ is CORRECT?
Which is NOT a component of the service value system?
Which describes outcomes?
What should be done to determine the appropriate metrics for measuring a new service?
Which dimension includes activities and workflows?
What are the MOST important skills required by service desk staff?
Which is part of service provision?
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
What is an output?
Which is a key requirement for a successful service level agreement?
What should be done for every problem?
Which practice owns and manages issues, queries and requests from users?
What should be used to set user expectations for request fulfilment times?
What is the purpose of the 'relationship management' practice?
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Which describes a standard change?
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 statement about outcomes is CORRECT?
Which practice identifies metrics that reflect a customer experience of a service?
How does information about problems and known errors contribute to 'incident management'?
What are the ITIL guiding principles used for?
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
What is defined as any component that needs to be managed in order to deliver an IT service?
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
Which activity captures the demand for incident resolution and service requests?
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 service level metrics are BEST for measuring user experience?
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
When should a change request be submitted to resolve a problem?
What helps diagnose and resolve a simple incident?
Which is a purpose of the 'engage' value chain activity?
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 is a key consideration for the guiding principle 'keep it simple and practical'?
Which statement about the ‘incident management’ practice is CORRECT?
How can a service consumer contnbute to the reduction of nsk?
Which statement about outcomes is CORRECT?
What is the purpose of the ‘deployment management’ practice?
Which statement about managing incidents is CORRECT?
What term is used to describe the functionality of a service?
Which can act as an operating model for an organization?
Which statement about service relationship management is CORRECT?
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
What is the MAIN benefit of 'problem management'?
Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?
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 service value chain is CORRECT?
Which is an activity of the 'problem management' practice?
What should be considered as part of the 'partners and suppliers' dimension?
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
Which Practice includes management of workarounds and known errors?
What term is used to describe whether a service will meet availability, capacity and security requirements?
Which statement about standard changes is CORRECT?
What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?
Which is an example are problem control activity?
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 principle concentrates on service consumers?
Which statement about service requests is CORRECT?
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
What is the MOST important reason for prioritizing incidents?
Which activity is part of the ‘continual improvement practice?
How should an organization prioritize incidents?
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
Where are the details of the required performance outcomes of a service denned?
Which costs are included in the value proposition of a service?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
What can be described as an operating model for the creation and management of products and services?
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?
What impact does automation have on a service desk?
Which is the addition, modification or removal of anything that could have an effect on services?
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
Which is part of the ‘focus on value’ guiding principle?
Which statement about outcome is CORRECT?
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills
What should remain constant within an organization, even when the organization's objectives change?
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.
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 phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
Which is the MOST LIKELY way of resolving major incidents?
Which practice needs the right culture to be embedded across the entire organization?
What can a change schedule be used for?
What ensures that a service provider and a service consumer continually co-create value?
Which is an example of a service request?
Which service value chain activity deals with the purchase of new products?
Which practice has a purpose that involves creating closer, more collaborative relationships?
Which activity is NOT recommended by the start where you are' guiding principle?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
Which statement about the purpose of the Monitoring and event management practice is TRUE?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
Which is recommended as pan of the 'progress iteratively with feedback' guiding principle?
What is the MOST LIKELY reason mat incident management would need a temporary team to work together?
Why should a service level agreement include bundles of metrics?
What is the value of a service?
Which of the following statements about change authorization is CORRECT?
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
What are the KEY stakeholder groups mat service providers should cooperate with?
What is included in the purpose of the 'IT asset management' practice?
Which of the following is included in the purpose of the 'continual improvement' practice?
Which is the FIRST thing to consider when focusing on value?
Which of the following guiding principles proposes the elimination of unnecessary work?
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?
Which of the following statements about 'outcomes' is TRUE?
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
What is defined as "the role that uses services?
How is a continual improvement register used?
Which organization delivers output or outcomes of a service?
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 TWO BEST describe the guiding principles?
Short term
Standards
Recommendations
Long-term
Which statement about the input and output of the value chain activities is CORRECT?
Which is a financially valuable component that can contribute to the delivery of a service?
Which statement about outcomes is CORRECT?
Which is an input to the service value system?
For which purpose would the continual improvement practice use a SWOT analysis?
Which statement about known errors and problems is CORRECT?
Which is the CORRECT of the ‘R’ role in a RACI matrix?
What is the primary focus of business capacity management?
Which process works with incident management to ensure that security breaches are detected and logged?
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
Which is included in the purpose of the ‘service level management’ practice?
Which is a purpose of release management?
Which statement about IT service management is CORRECT?
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Which two practices use workarounds?
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
Which service management dimension is focused on activities and how these are coordinated?
Which is a purpose of the 'service level management' practice?
What does the 'service request management' practice depend on for maximum efficiency?
Which statement about the ‘continual improvement’ practice is CORRECT?
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Which practice needs people who understand complex systems and have creative and analytical skills?
What must always be done before an activity is automated?
What three elements make up the Service Portfolio?
What is used to link activities within the service value chain?
What is the PRIMARY use of a change schedule?
What should a release policy include?
Which practice is the responsibility of everyone in the organization?
Which practice establishes a channel between the service provider and its users?
Which is an important principle of communication in service operation?
Which helps to streamline the fulfilment of service requests?
Why should incidents be prioritized?
Which statement about the automation of service requests is CORRECT?
What is important for a ‘continual improvement register’ (CIR)?
Which is the BEST example of an emergency change?
What is an event?
Which guiding principle recommends assessing the current state and deciding what can be reused?
Which are elements of the service value system?
What is a problem?
Which gives a user access to a system?
In which step of the ‘continual improvement model’ is an improvement plan implemented?
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost
effectiveness?
What is defined as a change of state that has significate for the management of an IT service?
What is the purpose of problem management?