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What includes governance as a component?


A) Practices
B) The service value chain
C) The service value system
D) The guiding principles

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Which describes a set of defined steps for implementing improvements?


A) The 'improve' value chain activity
B) The 'continual improvement register'
C) The 'continual improvement model'
D) The 'engage' value chain activity

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What is recommended by the guiding principle 'progress iteratively with feedback'?


A) A current state assessment that is carried out at the start of an improvement initiative
B) The identification of all interested parts at the start of an improvement initiative
C) An improvement initiative that is broken into a number of manageable sections
D) An assessment of how all the parts of an organization will affect an improvement initiative

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Which is included in the purpose of the 'deliver and support' value chain activity?


A) Meeting stakeholder expectations for time to market
B) Understanding the organization's service vision
C) Understanding stakeholder needs
D) Providing services to agreed specifications

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What is NOT within the scope of service catalogue management?


A) Contribution to the definition of services
B) Interfaces between all services and supporting services
C) Interfaces between the service catalogue and service portfolio
D) Fulfilment of business service requests

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Which skill is an essential part of the 'service level management' practice?


A) Technical knowledge
B) Listening
C) Diagnosis
D) Problem analysis

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Which statement about the steps to fulfill a service request is CORRECT?


A) They should be complex and detailed
B) They should be well-known and proven
C) They should include incident handling
D) They should be brief and simple

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What is described by the service value system?


A) How all the components and activities of the organization work together as a system to enable value creation
B) Services based on one or more products, designed to address needs of a target consumer group
C) Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
D) How to apply the systems approach of the guiding principle think and work holistically

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Which practice is responsible for moving new or changed components to live or other environments?


A) Release management
B) Deployment management
C) Change enablement
D) Supplier management

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What is the PRIMARY use of a change schedule?


A) To support the 'incident management' practice and improvement planning
B) To manage emergency changes
C) To plan changes and help avoid conflicts
D) To manage standard changes

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Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?


A) Supplier management
B) Change enablement
C) Relationship management
D) Service desk

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How does information about problems and known errors contribute to 'incident management'?


A) It enables quick and efficient diagnosis of incidents
B) It removes the need for regular customer updates
C) It removes the need for collaboration during incident resolution
D) It enables the reassessment of known errors

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Which statement about problems is CORRECT ?


A) Problems are not related to incidents.
B) Problems must be resolved quickly in order to restore normal business activity.
C) Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
D) Problem prioritization involves risk assessment.

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Which practice forms a link between the service provider and the users of services?


A) Change enablement
B) Service level management
C) Problem management
D) Service desk

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Which role approves the cost of services?


A) User
B) Change authority
C) Sponsor
D) Customer

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What is defined as a change of state that has significate for the management of an IT service?


A) Event
B) Incident
C) Problem
D) Known error

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Which is handled as a service request?


A) An investigation to identify the cause of an incident
B) A compliment about an IT support team
C) The failure of an IT service
D) An emergency change to implement a security patch

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In which step of the 'continual improvement model' is an improvement plan implemented?


A) What is the vision?
B) How do we get there?
C) Take action
D) Did we get there?

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Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?


A) Service desk
B) Monitoring and event management
C) Service level management
D) Continual improvement

Correct Answer

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What should be used to set user expectations for request fulfillment times?


A) The time that the customer indicates for service delivery
B) The consumer demand for the service
C) The time needed to realistically deliver the service
D) The service levels of the supplier

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