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Which helps to streamline the fulfilment of service requests?
Who is responsible for defining metrics for change management?
Which helps to manage an incident when it is unclear which support team should be working on the incident?
What can be used to help determine the impact level of a problem?
What is the definition of a known error?
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
Which statement about the ‘continual improvement’ practice is CORRECT?
Which value chain activity communicates the current status of all four dimensions of service management?
What considerations influence the supplier strategy of an organization?
Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?
Which practice identifies metrics that reflect the customer's experience of a service?
Which statement about the ‘change enablement’ practice is CORRECT?
What should a release policy include?
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
Which two practices use workarounds?
What is the effect of increased automation on the 'service desk1 practice?
What is recommended by the guiding principle ‘progress iteratively with feedback’?
Which term relates to service levels aligned with the needs of service consumers?
What do customer perceptions and business outcomes help to define?
What should be done first when applying the 'focus on value' guiding principle?
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
Which is a key requirement for a successful service level agreement (SLA)?
What three elements make up the Service Portfolio?
Which guiding principle focuses on reducing costs and human errors?
Which statement about the ‘change enablement’ practice is CORRECT?
What is required by all service desk staff?
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 practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
Which practice recommends using tools for collaboration and the automated matching of symptoms?
Which value chain activity ensures that service components meet agreed specifications?
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
Which is a purpose of release management?
What is a problem?
Which dimension of service management considers governance, management, and communication?
Which is an important principle of communication in service operation?
What are guiding principles?
Which guiding principle considers the importance of customer loyalty?
Which is an example of improving service utility using service management automation?
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
Which role approves the cost of services?
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?
Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?
Which practice involves the management of vulnerabilities that were not identified before the service went live?
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
What is the MOST important reason for prioritizing incidents?
What is the MAIN benefit of 'problem management'?
Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services
Which can act as an operating model for an organization?
Which practice provides a communications point for users to report operational issues, queries and requests?
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
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 is part of the ‘focus on value’ guiding principle?
Which is an example are problem control activity?
What is the definition of warranty?
In which situation will incident management USUALLY use a separate process?
Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?
What impact does automation have on a service desk?
Why should a service level manager carry out regular service reviews?
When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
Which practice nurtures links with stakeholders at strategic and tactical levels'?
Which statement about outcomes is CORRECT?
Which statement about value creating activities is CORRECT?
Which practice's purpose includes creating closer more collaborative relationships?
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
What is a problem that has been analysed but has not been resolved?
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 should be considered as part of the 'partners and suppliers' dimension?
When is the earliest that a workaround can be documented in ‘problem management’?
Which practice has a strong influence on the user experience and perception of the service provider?
In which case would a problem be logged?
Which action is performed by a service provider?
Which statement about standard changes is CORRECT?
Which is included in the purpose of the 'change enablement' practice?
Which statement about the ‘continual improvement model’ is CORRECT?
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
Which guiding principle says that services and processes should NOT provide a solution for every exception?
Which activity is part of the 'continual improvement' practice?
Which of the following can be used to access service desks?
Which describes outcomes?
What should be done for every problem?
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.
What helps diagnose and resolve a simple incident?
What are ’engage’, ‘plan’ and ‘improve’ examples of?
Which practice updates information relating to symptoms and business impact?
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
What should be done to determine the appropriate metrics for measuring a new service?
What is typically needed to assign complex incidents to support groups?
Which statement about outcomes is CORRECT?
Which is a service request?
Which statement about the steps to fulfill a service request is CORRECT?
Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?
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 services, and the [?] that support them, is available when and where it is needed.
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
What is a recommendation of the ‘focus on value’ guiding principle?
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
What are the three phases of 'problem management'?
Which describes normal changes?
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
Which practice owns and manages issues, queries and requests from users?
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
How should an organization adopt continual improvement methods?
Which guiding principle helps to ensure that better information is available for decision making?
What is defined as any component that needs to be managed in order to deliver an IT service?
What type of change is MOST likely to be managed by the 'service request management' practice?
Which practice coordinates the classification, ownership and communication of service requests and incidents?
How should automation be implemented?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
What is an output?
Which skill is an essential part of the 'service level management' practice?
How should the workflow for a new service request be designed?
Which statement about a ‘continual improvement register’ is CORRECT?
Which competencies are required by the 'service level management' practice?
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
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.
What is the purpose of the 'information security management1 practice?
What is the purpose of the 'relationship management' practice?
What is an IT asset?
What is used as a tool to help define and measure performance?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which component is focused on the activities needed by an organization to help it co-create value?
Which service value chain activity deals with the purchase of new products?
Which activity is NOT recommended by the start where you are' guiding principle?
Which statement about the purpose or the Monitoring and event management practice is TRUE?
Which is described by the ‘organizations and people’ dimension of service management?
What is a user?
Which of the following terms is more suitable to describe the functionality of a service?
Which practice ensures that a variety of access channels are available for users to report issues?
What is the MOST LIKELY reason mat incident management would need a temporary team to work together?
Which practice has a purpose that involves creating closer, more collaborative relationships?
Which is the definition of an IT asset?
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.
What should remain constant within an organization, even when the organization's objectives change?
Which statement about emergency changes is CORRECT?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
What is the value of a service?
A good way to apply the ITIL guiding principle 'focus on value' is to:
Which statement about outcomes is CORRECT?
What is included in the purpose of the 'IT asset management' practice?
Which of the following statements about change authorization is CORRECT?
Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce me likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [p] and known errors.
Which is the FIRST thing to consider when focusing on value?
Which value chain activity is concerned with the availability of service components?
What is defined as "the role that uses services?
What ensures that a service provider and a service consumer continually co-create value?
Which practice has a purpose that includes managing authentication and non-repudation?
Which is an activity in the 'Problem control' phase of problem management?
Which step of the 'continual improvement model' defines measurable targets?
What is including in the purpose of the relationship management practice?
What is included in the purpose of the 'release management' practice?