Question Answer Reference

1 A 5.2.14 p200

2 B 2.5.4 p34
3 B 5.2.7 p171
4 B 5.2.1 p112
5 B 4.5 p83

6 D 5.2.15 p204

7 B 4.3.7.1 p78

8 C 4.1 p55

9 B 5.2.16 p207

10 D 5.1.9 p130

11 A 5.2.5 p164
12 C 5.2.16 p207

13 B 4.3.4.3 p72, 73

14 A 2.3.1 p26

15 A 5.2.4 p160

16 A 3.1 p40

17 B 5.2.8 p175

18 A 5.2.8 p177

19 C 5.2.16 p209

20 D 5.2.14 p199

21 A 5.2.11 p186

22 D 5.2.5 p163
23 B 2.2.2 p23
24 D 4.3.3.3 p70

25 B 5.2.8 p176

26 A 5.1.2 p112

27 C 3.3 p47

28 C 5.2.8 p175

29 B 5.1.9 p130

30 B 4.3 p59

31 D
32 C 5.2.15.1 p203
33 C 5.2.5 p163

34 B 5.2.6 p167

35 A 5.2.8 p176

36 D 4.5.1 p87

37 D 4.3.1 p61

38 B 5.2.14 p202

39 C 5.2.4 p161

40 B 4.3.2.3 p67
 Rationale
With increased automation, AI, robotic process automation (RPA), and chatbots, service desks are moving to provide more self-
logging and resolution directly via online portals and mobile applications. The impact on service desks is reduced phone contac
level work, and a greater ability to focus on excellent CX when personal contact is needed.

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

The purpose of the monitoring and event management practice is to systematically observe services and service components,
and report selected changes of state identified as events
Accurate data, carefully analysed and understood, is the foundation of fact-based decision-making for improvement.
To convert inputs into outputs, the value chain activities use different combinations of ITIL practices (sets of resources for perfor
certain types of work), drawing on internal or third-party resources, processes, skills, and competencies as required.
Customer engagement involves initial listening, discovery, and information capture on which to base metrics, measurement, and
progress discussions.
Understand and agree the context in which the proposed optimization exists. This includes agreeing the overall vision and obje
the organization.
The purpose of the SVS is to ensure that the organization continually co-creates value with all stakeholders through the use an
management of products and services.
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-define
initiated service requests in an effective and user-friendly manner. Each service request may include one or more of the followin
a request for a service delivery action, a request for information, a request for provision of a resource or service, a request for a
resource or service, feedback, compliments, and complaints
The purpose of the relationship management practice is to establish and nurture the links between the organization and its stak
at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships wit
between stakeholders.
In some extreme cases, disaster recovery plans may be invoked to resolve an incident
Fulfilment of service requests may include changes to services or their components; usually these are standard changes
Insufficient visibility of work leads to poor decision-making, which in turn impacts the organization’s ability to improve internal ca
It will then become difficult to drive improvements as it will not be clear which ones are likely to have the greatest positive impac
results. To avoid this, the organization needs to perform such critical analysis activities as: understanding the flow of work in pro
identifying bottlenecks as well as excess capacity, uncovering waste
Services: A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer
manage specific costs and risks.
It is essential that the correct change authority is assigned to each type of change to ensure that change control is both efficien
effective
The complexity of organizations is growing, and it is important to ensure that the way an organization is structured and manage
as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and o
model.
Known error: A problem that has been analysed but has not been resolved.
An effective incident workaround can become a permanent way of dealing with some problems when resolving the problem is n
or cost-effective. In this case, the problem remains in the known error status, and the documented workaround is applied should
incidents occur.
Error control activities manage known errors, which are problems where initial analysis has been completed; it usually means th
components have been identified.
Service request management is dependent upon well-designed processes and procedures, which are operationalized through t
and automation tools to maximize the efficiency of the practice
Another key aspect of a good service desk is its practical understanding of the wider business context, the business processes
users
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the con
of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are c
and the relationships between them.
The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service op
quickly as possible.
Customer: A person who defines the requirements for a service and takes responsibility for the outcomes of service consumptio
Comprehend the whole, but do something Sometimes the greatest enemy to progressing iteratively is the desire to understand
account for everything. This can lead to what is sometimes called ‘analysis paralysis’, in which so much time is spent analysing
situation that nothing ever gets done about it
Problems are prioritized for analysis based on the risk that they pose, and are managed as risks based on their potential impac
probability.
When contracting for a supplier’s service, the contract should include details of how they will measure, report on, and improve t
services over the life of the contract.
Factors that may influence an organization’s strategy when using suppliers include:
Corporate culture Some organizations have a historical preference for one approach over another. Long-standing cultural bias i
to change without compelling reasons.

Problem: A cause, or potential cause, of one or more incidents.

The purpose of the relationship management practice is to establish and nurture the links between the organization and its stak
at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships wit
between stakeholders.
The guiding principles defined here embody the core messages of ITIL and of service management in general, supporting succ
actions and good decisions of all types and at all levels. They can be used to guide organizations in their work as they adopt a
management approach and adapt ITIL guidance to their own specific needs and circumstances

They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of met
as customer satisfaction and key business outcomes
Incidents are prioritized based on an agreed classification to ensure that incidents with the highest business impact are resolve
The purpose of the IT asset management practice is to plan and manage the
full lifecycle of all IT assets, to help the organization: maximize value, control costs, manage risks, support decision-making abo
purchase, re-use, retirement, and disposal of assets, meet regulatory and contractual requirements.

Problem identification activities identify and log problems. These include: performing trend analysis of incident records, detectio
duplicate and recurring issues by users, service desk, and technical support staff

The purpose of the plan value chain activity is to ensure a shared understanding of the vision, current status, and improvement
for all four dimensions and all products and services across the organization.

This section is mostly focused on the creation of value for service consumers. However, a service also contributes to value for t
organization and other stakeholders. This value may come in various forms, such as revenue, customer loyalty, lower cost, or g
opportunities.
Service level management provides the end-to-end visibility of the organization’s services. To achieve this, service level manag
establishes a shared view of the services and target service levels with customers, ensures the organization meets the defined
levels through the collection, analysis, storage, and reporting of the relevant metrics for the identified services, performs service
to ensure that the current set of services continues to meet the needs of the organization and its customers, captures and rep
service issues, including performance against defined service levels.
Emergency changes: These are changes that must be implemented as soon as possible; for example, to resolve an incident or
implement a security patch.
Having a proper understanding of the current state of services and methods is important to selecting which elements to re-use,
build upon.