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? Continual improvement

Which guiding principle says that services and processes should NOT provide a solution for every
exception? Keep it simple and practical

Which dimension of service management considers the workflows and controls needed to deliver
services? Value streams and processes

Which guiding principle considers how the steps of a process can be performed as efficiently as
possible? Optimize and automate

Which statement about problems is CORRECT? Problem prioritization involves risk assessment.

Which is one of the MAIN concerns of the `˜design and transition' value chain activity? Meeting
stakeholder expectations

Which is a result of applying the guiding principle `˜progress iteratively with feedback'? The ability to
discover and respond to failure earlier

Which should be handled by `˜service request management'? A request to provide a laptop

Which action is performed by a service provider? Ensuring access to agreed resources

Which skill is required by the `˜service level management' practice? Supplier management

Which statement about the `˜continual improvement model' is CORRECT? The flow of the model helps
organizations to link improvements to its goals

Which statement about value creating activities is CORRECT? A value stream is an operating model for
creating value through products and services

When is the earliest that a workaround can be documented in `˜problem management'? After the
problem has been logged

Which is an activity of `˜problem identification'? Analyzing information from software developers

Which statement about the `˜service request management' practice is CORRECT? Financial
authorization is sometimes required for service requests

Which describes the `˜plan' value chain activity? It ensures a shared understanding of the current
status and vision for all products and services across the organization

Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific
circumstances? Guiding principles

What is the MAIN benefit of `˜problem management'? Reducing the number and impact of incidents

Which benefit is MOST aligned with the guiding principle `˜progress iteratively with feedback'? Service
providers are able to respond more quickly to customer needs

Which costs are included in the value proposition of a service? Money that the service consumer no
longer needs to spend because they are using the service
Q/A

- Incident Management: updates information relating to symptoms and business impact.

- When should a change request be submitted to resolve a problem: as soon as the analysis of
cost, risks and benefits justifies the change.
- Service provision: The management of resources configured to deliver the service
- How should the workflow for a new service request be designed: Leverage existing workflows
whenever possible
- What should be used to set user expectations for request fulfillment times? – the time needed
to realistically deliver the service
- Which guiding principle helps to ensure that better info is available for decision making:
Collaborate and promote visibility
- Which competencies are required by the service level management: Business analysis and
commercial management.
- Configuration item: Any component that needs to be managed in order to deliver an IT service.
- Reducing likelihood of incidents: Problem management.
- Service request management: 1. SR are part of normal service delivery, 2. Complaints can be
handled as service requests.
- Purpose of Engage value chain activity: providing transparency and good relationships
- Purpose of Design and Transition value chain activity: Continually meeting stakeholder
expectations for costs

- A change schedule is used for: To help plan changes, assist in communication and avoid
conflicts.
- Start where you are: it should always be used to support direct observation
- The value of service strategy to the business: It enables the service provider to understand what
levels of service will make their customers successful
- Which processes are responsible for the regular review of underpinning contracts: Supplier
management and service level management
- NOT within the scope of service catalogue management: Fulfilment of business service requests
- IT service continuity strategy be based on: 1. Business continuity strategy, 2. Business impact
analysis (BIA). 3. Risk assessment.
- Help a user gain access to an application that they need to use: Change enablement
- Which process works with incident management to ensure that security breaches are detected
and logged: Access Management
- Which is an important principle of communication in service operation: It has an intended
purpose or a resultant action
- Which service catalogue view is considered beneficial when constructing the relationship
between services, SLAs, OLAs, and other underpinning agreements: Supporting services view
- Release policy should include: the naming convention and expected frequency of each type of
release
- Service transition contains detailed descriptions of which processes: Change management,
service asset and configuration management, release and deployment management.
- Continual Improvement Register (CIR): Improvement ideas are documented, assessed and
prioritized
 - Why should some service requests be fulfilled with no additional approvals: To streamline the
fulfillment workflow
- What is the correct combination of items that makes up an IT service: IT, people and processes.
- Which process is used to compare the value that new services offer with the value of the
services they have replaced: Service portfolio management.
- What is a definition of a service improvement plan (SIP): A formal plan to implement
improvements to a service or process.
- What 3 elements make up the service Portfolio: Service pipeline, service catalogue and retired
services.
- What describes the steps needed to create and deliver a specific service to a consumer: Service
level management.
- Which principle is concerned with end to end service delivery: Think and work holistically

- Which guiding principle considers which parts of an existing process should be kept by
identifying how they contribute to value creation: Keep it simple and practical
- CI: any component that needs to be managed in order to deliver an IT service.
- For a successful SLA: Using bundled metrics to relate performance to outcomes
- Two important aspects of the Service Request Management: 1. Standardization and automation,
2. Policies and approvals.
- Which is provided by the Engage value chain activity: Ensuring that stakeholder needs are
understood by the organization
- Which practice use approaches such as Lean, Agile and DevOps with the aim of facilitating a
greater amount of change at a quicker rate? Service level management.
- Handled as a service request: The failure of an IT service
- Which practice includes conducting regular reviews to ensure that services are still appropriate
and relevant? Service level management.
- Which practice has a purpose that includes handling of pre-defined, user-initiated demands for
service? Service request management.
- Which most helps organization adapt ITIL concepts so that they apply to the organizations
specific circumstances? Continual improvement
- Service value stream: integrates practices for a specific scenario
- IT Asset: any financially valuable component that can contribute to the delivery of a service.
- Focus on value considers customer and user experience.

2.

– One of the 5 aspects of service design: Management information systems and tools
- Change management: Ensures that all changes are authorized by the change advisory board (CAB)
- Service Providers help service consumers achieve outcomes
- Service Value System: How all components and activities of the organization work together as a system
to enable value creation.
- Service Request management: Has a purpose to support the quality of the service by handling all
agreed user initiated service requests.
- Describes a set of defined steps for implementing improvements: The continual improvement
model.
- Should be used to set user expectations for request fulfillment times: The time needed to
realistically deliver the service
- Service request: Requesting information about how to create a document.
- Continual improvement: An organization should always develop competencies in methodologies
and techniques that will meet their needs.
- Service providers help service consumers achieve outcomes.
- Link activities within the service value chain: Opportunity, demand and value
- Importance of customer loyalty: Focus on value
- Help determine the impact level of a problem: Configuration management system (CMS)
- Ensures that service components meet agreed specifications: Obtain/Build.
- Will not be handled as a service request: The Degradation of a service.
- Responsible for defining metrics for change management: The change management process
owner.
- All maser copies of controlled software and documentation should be stored: In the definite
media library.
- Utility: A service that supports the performance of the consumer
- The knowledge needed for the management of services: Information and Security.
- Performed by Service Provider: Requesting required service actions
- Watermelon SLA effect: The metrics in an SLA are focused on internal measures, so that reports
show everything is good, while the customer is not satisfied.
- How a steps of a process can be performed as efficiently as possible: Optimize and automate
- Recommended by “Progress iteratively with feedback”: An improvement initiative that is broken
into a number of manageable sections.
- Think and work holistically: helps an organization to understand the impact of an altered
element on other elements in a system.
- Part of the Organizations and People: 1. System of authority, 2. Culture.
- The guiding principles support continual improvement. Organizations should consider how the
guiding principles interact with each other.
- Continual improvement: Organizations should work through the steps of the model in the
sequence in which they are presented.
- Continual improvement: Prioritizing and creating business cases for improved initiatives.
- Included in the value proposition of a service: The benefits, usefulness and importance of the
service that are perceived by the service consumer.
- Automation frees human resources for more complex activities.
- Some service requests require authorization according to financial, information security or other
policies.
- Change enablement focus: changes to products and service.
- Competencies are required by the ‘service level management’: Business analysis and
commercial management
- SWOT analysis: continual improvement
- Measuring user experience: Metrics linked to defined outcomes.
- Outcomes: allow service consumers to achieve a desired result.
 - Change schedule: help manage normal changes
- Each value stream should be designed with a specific combination of service value chain
activities.
- Plan value chain activity: It ensures a shared understanding of the current status and vision for
all products and services across the organization.
- Two statements about an organization’s culture: 1. It is created from shared values based on
how it carries out the work. 2 It should be based on the objectives of the organization.
- R role in RACI matrix: This role has ownership of the end result
- What do customer perceptions and business outcomes help to define? The value of a service
- Which skill is an essential part of the ‘service level management’ practice? Listening
- Improving service utility using service management automation: Faster resource allocation
- Coordinating all dimensions of service management: Think and work holistically.
- Which are the elements of process control: Process owner, policy and objectives.
- Appropriate metrics for measuring a new service: Using operational data to provide detailed
service reports.
- Main concerns of Design and Transition: Ensuring service components are available.

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

Design and Transition.
B. Providing transparency and good relationships.
Engage.
C. Ensuring the continual improvement of services
Improve.
D. Ensuring that the organization's vision is understood
Plan.

A. Understanding the organization‫ג‬€™s vision.

Plan.
B. Understanding stakeholder needs
Engage.
C. Meeting stakeholder expectations.
Design and Transition.
D. Ensuring service components are available.
obtain/build.

A. A service that is fit for use.

Warranty.
B. A service that meets its service level targets.
Service Level Management.
D. A service that supports the performance of the consumer.
Utility.
Which dimension includes a workflow management system? IT

Which are phases of the release and deployment process?

1. Release build and test
2. Review and close

Think and work holistically" => care "end-to-end service delivery

Which practice would help a user gain access to an application that they need to use? Service Request
Management
In which step of the `˜continual improvement model' is an improvement plan implemented? Take
action.

A user is [?] that uses services. Role.

What is used to link activities within the service value chain? SVC- inputs, outputs, triggers

Which describes the utility of a service? A service that supports the performance of the consumer

Change Enablement: Normal changes are triggered by the creation of a change request which can be
created manually or automated

Design and Transition: The purpose of the design and transition value chain activity is to ensure that
products and services continually meet stakeholder expectations for quality, costs, and time to market.
Deliver and support: The purpose of the deliver and support value chain activity is to ensure that
services are delivered and supported according to agreed specifications and stakeholders’ expectations.
Obtain/Build: The purpose of this value chain activity is to ensure that service components are available
when and where they are needed, and meet agreed specifications.

What is a change schedule used for? To help manage normal changes

What actions does a service desk take for all issues, queries and requests that are reported to them?
Acknowledge, classify, own

Which approach is CORRECT when applying the guiding principle `˜keep it simple and practical'? Only
add controls and metrics when they are needed

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? Continual improvement

Which guiding principle considers how the steps of a process can be performed as efficiently as
possible? Optimize and automate

Which statement about problems is CORRECT? Problem prioritization involves risk assessment.

Which is a result of applying the guiding principle `˜progress iteratively with feedback'? The ability to
discover and respond to failure earlier