What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
Which service management dimension is focused on activities and how these are coordinated?
Which dimension of service management considers governance, management, and communication?
Which is included in the purpose of the ‘deliver and support’ value chain activity?
What is the purpose of problem management?
Which practice is the responsibility of everyone in the organization?
Which dimension considers data security and privacy?
What considerations influence the supplier strategy of an organization?
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Which practice recommends using tools for collaboration and the automated matching of symptoms?
Which practice forms a link between the service provider and the users of services?
Which usually requires a team of representatives from many stakeholder groups?
What is the PRIMARY use of a change schedule?
Which gives a user access to a system?
What is defined as a change of state that has significate for the management of an IT service?
Which directly assists with the diagnosis and resolution of simple incidents?
Which guiding principle considers the importance of customer loyalty?
Which ITIL concept describes governance?
Which is considered by the ‘partners and suppliers’ dimension?
What is an incident?
Which guiding principle recommends assessing the current state and deciding what can be reused?
Why should incidents be prioritized?
Which dimension includes the knowledge needed for the management of services?
Which is intended to help an organization adopt and adapt ITIL guidance?
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 are elements of the service value system?
What is the definition of a known error?
Why should service desk staff detect recurring issues?
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?
How should an organization include third-party suppliers in the continual improvement of services?
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
Which statement about IT service management is CORRECT?
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What is the effect of increased automation on the 'service desk1 practice?
What actions does a service desk take for all issues, queries and requests that are reported to them?
Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule
Which statement about the known error database (KEDB) is CORRECT?
What is recommended by the guiding principle ‘progress iteratively with feedback’?
Which two practices use workarounds?
What do customer perceptions and business outcomes help to define?
What includes governance as a component?
What is the purpose of the ‘deployment management’ practice?
Which is part of service provision?
When should a full risk assessment and authorization be carried out for a standard change?
What is an output?
Which is a service request?
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
What is the expected outcome from using a service value chain?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
What are the ITIL guiding principles used for?
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
Which is NOT a component of the service value system?
What is the starting point for optimization?
Which activity captures the demand for incident resolution and service requests?
What is the purpose of the 'relationship management' practice?
Which statement about the steps to fulfill a service request is CORRECT?
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
What type of change is MOST likely to be managed by the 'service request management' practice?
How should automation be implemented?
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
What should be done for every problem?
What is described by the service value system?
What is a recommendation of the ‘focus on value’ guiding principle?
What should be done to determine the appropriate metrics for measuring a new service?
Which statement about costs is CORRECT?
Which is a key consideration for the guiding principle 'keep it simple and practical'?
Which activity is part of the 'continual improvement' practice?
Which practice provides a single point of contact for users?
What should all 'continual improvement' decisions be based on?
Which service level metrics are BEST for measuring user experience?
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.
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
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 practice has a purpose that includes aligning the organization's practices and services with changing business needs?
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
Which practice has a purpose that includes ensuring that risks have been properly assessed?
Which statement about outcomes is CORRECT?
Which describes a set of defined steps for implementing improvements?
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
What is typically needed to assign complex incidents to support groups?
What are ’engage’, ‘plan’ and ‘improve’ examples of?
Which statement about output is correct?
What is the purpose of the ‘monitoring and event management’ practice?
Which practice's purpose includes creating closer more collaborative relationships?
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
Which of the following is NOT recommended by the guiding principle 'start where you are?
Which ITIL concept helps an organization to make good decisions?
Which practice is most likely to benefit from the use of chatbots?
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
Which is part of the ‘focus on value’ guiding principle?
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
Which BEST describes the purpose of the 'improve' value chain activity?
Which Practice includes management of workarounds and known errors?
Which is an activity of the 'incident management" practice?
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 step of the continual improvement model includes baseline assessments?
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 statement about change authorities is CORRECT?
How are target resolution times used in the 'incident management' practice?
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
What can be described as an operating model for the creating and management of products and services?
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
Which statement about managing incidents is CORRECT?
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
How should an organization prioritize incidents?
Which describes a CORRECT approach to change authorization?
What is the MOST important reason for prioritizing incidents?
Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed
Identity the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
Which statement about the ‘continual improvement model’ is CORRECT?
Which is included in the purpose of the 'change enablement' practice?
Which practice has a strong influence on the user experience and perception of the service provider?
What is the definition of warranty?
Which practice involves the management of vulnerabilities that were not identified before the service went live?
What impact does automation have on a service desk?
Which is a purpose of the ‘relationship management’ practice?
What should be considered as part of the 'partners and suppliers' dimension?
Which statement about outcomes is CORRECT?
Which practice nurtures links with stakeholders at strategic and tactical levels'?
Which costs are included in the value proposition of a service?
Which is an example of a service request?
Which is part of the value proposition of a service?
Which of the following is the MOST important for effective incident management?
What is included in the purpose of the 'release management' practice?
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
Which practice has a purpose that involves creating closer, more collaborative relationships?
Which is the BEST type of resource for investigating complex incidents?
Which practice balance management of risk with maximizing throughput?
What are the KEY stakeholder groups mat service providers should cooperate with?
What ensures that a service provider and a service consumer continually co-create value?
What is defined as "any component that needs to be managed in order to deliver an IT service"?
What is the definition of “service management”?
What is a user?
What is included in the purpose of the 'IT asset management' practice?
Which statement about emergency changes 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.
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 of the following statements is included in the 'improve' value chain activity's purpose'?
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 of the following includes configuring components and activities to facilitate outcomes for stakeholders?
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 of the four dimensions focuses or managing data in compliance with industry regulations?
Which TWO BEST describe the guiding principles?
Short term
Standards
Recommendations
Long-term
Which practice handles all pre-defined user-initiated service actions?
Which practice guarantees that users have a range of access channels to choose from to report problems?
Which is included in the purpose of the 'improve' value chain activity?
Why should a service level agreement include bundles of metrics?
Which is an activity in the 'Problem control' phase of problem management?
What can a change schedule be used for?
Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
A good way to apply the ITIL guiding principle 'focus on value' is to:
Which component is focused on the activities needed by an organization to help it co-create value?
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 statement about the input and output of the value chain activities is CORRECT?
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
What ensures that service providers and service consumers continue to create value together?
Which is the MOST important stakeholder group that a service provider needs to collaborate with?