Question 1

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

Accepted Answer

C. Start where you are

Answer

A. Progress iteratively with feedback

Answer

D. Focus on value

Answer

B. Keep is simple and practical

Question 2

Which practice coordinates the classification, ownership and communication of service requests and incidents?

Accepted Answer

B. Service desk

Answer

A. Supplier management

Answer

C. Problem management

Answer

D. Relationship management

Question 3

What is warranty?

Accepted Answer

A. Assurance that a product or service will meet agreed requirements

Answer

C. The functionality offered by a product or service to meet a particular need

Answer

D. The perceived benefits, usefulness and importance of something

Answer

B. The amount of money spent on a specific activity or resource

Question 4

What are 'engage', `˜plan' and `˜improve' examples of?

Accepted Answer

A. Service value chain activities

Answer

B. Service level management

Answer

C. Service value chain inputs

Answer

D. Change control

Question 5

Which statement about outcomes is CORRECT?

Accepted Answer

A. An outcome can be enabled by more than one output

Answer

B. Outcomes are how the service performs

Answer

D. An outcome is a tangible or intangible activity

Answer

C. An output can be enabled by one or more outcomes

Question 6

Which statement about service desks is CORRECT?

Accepted Answer

A. The service desk should work in close collaboration with support and development teams

Answer

D. The service desk should escalate all technical issues to support and development teams

Answer

C. The service desk should remain isolated from technical support teams

Answer

B. The service desk should rely on self-service portals instead of escalation to support teams

Question 7

Which practice updates information relating to symptoms and business impact?

Accepted Answer

D. Incident management

Answer

C. Service request management

Answer

B. Change control

Answer

A. Service level management

Question 8

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

Accepted Answer

C. Service desk

Answer

B. IT asset management

Answer

A. Change control

Answer

D. Service request management

Question 9

Which is NOT a component of the service value system?

Accepted Answer

D. The four dimensions of service management

Answer

C. Practices

Answer

A. The guiding principles

Answer

B. Governance

Question 10

What is defined as a cause, or potential cause, of one or more incidents?

Accepted Answer

D. Problem

Answer

C. Known error

Answer

A. Change

Answer

B. Event

Question 11

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

Accepted Answer

C. Keep it simple and practical

Answer

B. Collaborate and promote visibility

Answer

D. Optimize and automate

Answer

A. Start where you are

Question 12

Which dimension considers how knowledge assets should be protected?

Accepted Answer

C. Information and technology

Answer

D. Value streams and processes

Answer

A. Organizations and people

Answer

B. Partners and suppliers

Question 13

What are the ITIL guiding principles used for?

Accepted Answer

A. To help an organization make good decisions

Answer

B. To direct and control an organization

Answer

C. To identify activities that an organization must perform in order to deliver a valuable service

Answer

D. To ensure that an organization's performance continually meets stakeholders' expectations

Question 14

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

Accepted Answer

D. Each iteration should be continually re-evaluated based on feedback

Answer

A. Each iteration should be designed before starting the initiative and implemented without feedback

Answer

C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change

Answer

B. Feedback should only be taken into account when one iteration fails to meet its objective

Question 15

Which is a service request?

Accepted Answer

B. Requesting information about how to create a document

Answer

C. Requesting an enhancement to an application

Answer

A. Requesting a workaround for an issue

Answer

D. Requesting investigation of a degraded service

Question 16

Which guiding principle recommends standardizing and streamlining manual tasks?

Accepted Answer

A. Optimize and automate

Answer

D. Think and work holistically

Answer

B. Collaborate and promote visibility

Answer

C. Focus on value

Question 17

Which is a key requirement for a successful service level agreement?

Accepted Answer

B. It should be simply written and easy to understand

Answer

C. It should be based on the service provider's view of the service

Answer

A. It should be written in legal language

Answer

D. It should relate to simple operational metrics

Question 18

What are the MOST important skills required by service desk staff?

Accepted Answer

A. Incident analysis skills

Answer

C. Problem resolution skills

Answer

D. Supplier management skills

Answer

B. Technical skills

Question 19

Which guiding principle helps to ensure that better information is available for decision making?

Accepted Answer

D. Collaborate and promote visibility

Answer

B. Think and work holistically

Answer

C. Optimize and automate

Answer

A. Keep it simple and practical

Question 20

Which describes a standard change?

Accepted Answer

B. A change that is typically implemented as a service request

Answer

A. A change that needs to be scheduled, assessed and authorized following a defined process

Answer

D. A change that must be implemented as soon as possible

Answer

C. A high-risk change that needs very thorough assessment

Question 21

Which stakeholders co-create value in a service relationship?

Accepted Answer

B. Consumer and provider

Answer

D. Investor and consumer

Answer

A. Investor and supplier

Answer

C. Provider and supplier

Question 22

Which is a purpose of the 'engage' value chain activity?

Accepted Answer

B. Providing transparency and good relationships

Answer

D. Ensuring that the organization's vision is understood

Answer

A. Meeting expectations for quality, costs and time-to-market

Answer

C. Ensuring the continual improvement of services

Question 23

What is defined as any component that needs to be managed in order to deliver an IT service?

Accepted Answer

B. A configuration item (CI)

Answer

C. An incident

Answer

D. An IT asset

Answer

A. A service request

Question 24

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

Accepted Answer

D. Keep it simple and practical

Answer

B. Focus on value

Answer

C. Think and work holistically

Answer

A. Progress iteratively with feedback

Question 25

What is an IT asset?

Accepted Answer

A. Any financially valuable component that can contribute to delivery of an IT product or service

Answer

D. The removal of anything that could have a direct or indirect effect on services

Answer

C. A request from a user mat initiates a service action

Answer

B. Any component that needs to be managed in order to deliver a service

Question 26

Which guiding principle recommends coordinating all dimensions of service management?

Accepted Answer

C. Think and work holistically

Answer

A. Start where you are

Answer

B. Progress iteratively with feedback

Answer

D. Keep it simple and practical

Question 27

What is the purpose of the 'information security management' practice?

Accepted Answer

A. To protect the information needed by the organization to conduct its business

Answer

B. To observe services and service components

Answer

C. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

Answer

D. To plan and manage the full lifecycle of all IT assets

Question 28

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

Accepted Answer

C. Continual improvement

Answer

B. Problem management

Answer

A. Incident management

Answer

D. Service request management

Question 29

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

Accepted Answer

D. Continual improvement

Answer

C. Relationship management

Answer

B. Service configuration management

Answer

A. Service level management

Question 30

What should be done to determine the appropriate metrics for measuring a new service?

Accepted Answer

D. Using operational data to provide detailed service reports

Answer

C. Asking customers open questions to establish their requirements

Answer

A. Measuring the performance over the first six months, and basing a solution on the results

Answer

B. Asking customers to provide numerical targets that meet their needs

Question 31

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

Accepted Answer

C. The time needed to realistically deliver the service

Answer

D. The service levels of the supplier

Answer

A. The time that the customer indicates for service delivery

Answer

B. The consumer demand for the service

Question 32

Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

Accepted Answer

C. Outsourced

Answer

D. Virtual

Answer

B. Centralized

Answer

A. Local

Question 33

Which service transition process provides guidance about converting data into information?

Accepted Answer

B. Knowledge management

Answer

A. Change evaluation

Answer

D. Service asset and configuration management

Answer

C. Service validation and testing

Question 34

What MAIN factors are considered to assess the priority of an incident?

Accepted Answer

A. The urgency and impact

Answer

B. The impact and complexity

Answer

C. The cost and urgency

Answer

D. The complexity and cost

Question 35

Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness?

Accepted Answer

C. Continual service improvement

Answer

B. Service transition

Answer

D. Service strategy

Answer

A. Service operation

Question 36

What takes place in the `Did we get there?` step of the continual service improvement (CSI) approach?

Accepted Answer

C. Verifying that improvement targets have been achieved

Answer

D. Understanding priorities for improvement

Answer

A. An initial baseline assessment

Answer

B. The production of a detailed CSI plan

Question 37

Which are elements of the service value system?

Accepted Answer

B. Governance, service value chain, practices

Answer

C. Outcomes, utility, warranty

Answer

A. Service provision, service consumption, service relationship management

Answer

D. Customer value, stakeholder value, organization

Question 38

What is defined as an unplanned interruption or reduction in the quality of a service?

Accepted Answer

A. An incident

Answer

B. A problem

Answer

C. A change

Answer

D. An event

Question 39

Which dimension includes the knowledge needed for the management of services?

Accepted Answer

C. Information and technology

Answer

A. Organizations and people

Answer

D. Partners and suppliers

Answer

B. Value streams and processes

Question 40

What is the purpose of the `˜incident management' practice?

Accepted Answer

A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Answer

D. To support the agreed service quality by effective handling of all agreed user-initiated service requests

Answer

C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

Answer

B. To capture demand for incident resolution and service requests

Related quizzes

Related quizzes