Q.

1) Which practice recommends the use of event-based surveys to gather feedback

from customers?

A.1) Service level management

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Q.2) Which dimension of service management considers how activities are

coordinated?

A.2) Value streams and processes

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Q.3) Which service request management decisions require that policies are
established'?

A.3) Deciding how to handle service requests where the steps are unknown

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Q.4) Which guiding principle leads to a faster response to customer needs by

timeboxing activities and learning from the outputs of previous activities?

A.4) Progress iteratively with feedback

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Q.5) Which ITIL guiding principle recommends using existing services, processes and
tools when improving services?

A.5) Start where you are

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Q.6) Which practice has a purpose that includes ensuring that risks have been
properly assessed?

A.6) Change control

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Q.7) When should a full risk assessment and authorization be carried out for a
standard change?

A.7) When the procedure for the standard change is created

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Q.8) Which statement about emergency changes is CORRECT?

A.8) The assessment and authorization of emergency changes is expedited to ensure

they can be implemented quickly

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Q.9) What is warranty?

A.9) Assurance that a product or service will meet agreed requirements

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Q.10) Which is part of service provision?

A.10) The management of resources configured to deliver the service

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Q.11) Which statement about a 'Continual improvement register' is CORRECT?

A.11) It should be re-prioritized as ideas are documented

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Q.12) What are 'engage', `˜plan' and `˜improve' examples of?

A.12) Service value chain activities

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Q.13) Which statement about outcomes is CORRECT?

A.13) An outcome can be enabled by more than one output

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Q.14) Which is included in the purpose of the `˜design and transition' value chain
activity?

A.14) Continually meeting stakeholder expectations for costs

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Q.15) Which practice has a purpose to support the quality of the service by
handling all agreed user initiated service requests?

A.15) Service request management

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Q.16) Which is NOT a component of the service value system?

A.16) The four dimensions of service management

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Q.17) What is defined as a cause, or potential cause, of one or more incidents?

A.17) Problem

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Q.18) Which guiding principle recommends eliminating activities that do not

contribute to the creation of value?

A.18) Keep it simple and practical

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Q.19) Which dimension considers how knowledge assets should be protected?

A.19) Information and technology

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Q.20) What are the ITIL guiding principles used for?

A.20) To help an organization make good decisions

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Q.21) Which describes a set of defined steps for implementing improvements?

A.21) The 'continual improvement model'

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Q.22) When planning `˜continual improvement', which approach for assessing the
current state of a service is CORRECT?

A.22) An organization should always develop competencies in methodologies and

techniques that will meet their needs

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Q.23) How does a service consumer contribute to the reduction of risk?

A.23) By communicating constraints

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Q.24) What helps diagnose and resolve a simple incident?

A.24) The use of scripts

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Q.25) Which ITIL practice has a purpose that includes reducing the likelihood of
incidents?

A.25) Problem management

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Q.26) Which service level metrics are BEST for measuring user experience?

A.26) Metrics linked to defined outcomes

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Q.27) What are the MOST important skills required by service desk staff?

A.27) Incident analysis skills

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Q.28) Which two statements about an organization's culture are CORRECT?

 1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization

A.28) D. 1 and 4

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Q.29) When should a change request be submitted to resolve a problem?

A.29) As soon as the analysis of cost, risks and benefits justifies the change

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Q.30) Which guiding principle helps to ensure that better information is available
for decision making?

A.30) Collaborate and promote visibility

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Q.31) Which describes a standard change?

A.31) A change that is typically implemented as a service request

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Q.32) How does information about problems and known errors contribute to 'incident
management'?

A.32) It enables quick and efficient diagnosis of incidents

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Q.33) Which practice owns and manages issues, queries and requests from users?

A.33) Service desk

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Q.34) What defines the requirements for a service and takes responsibility for the
outcomes of service consumption?

A.34) A customer

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Q.35) Which stakeholders co-create value in a service relationship?

A.35) Consumer and provider

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Q.36) What is the expected outcome from using a service value chain?

A.36) Value realization

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Q.37) Which statement about outcomes is CORRECT?

A. Outcomes are one or more services that fulfill the needs of a service
consumer
B. Service providers help service consumers achieve outcomes
C. Outcomes help service consumers achieve outputs
D. Helping service consumers achieve outcomes reduces service provider costs

A.37) B. Service providers help service consumers achieve outcomes

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Q.38) What are the three phases of 'problem management'?

A.38) Problem identification, problem control, error control

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Q.39) Which is a purpose of the 'engage' value chain activity?

A.39) Providing transparency and good relationships

Design and Transition : Meeting expectations for quality, costs and time-to-
market
Engage : Providing transparency and good relationships.
Improve : Ensuring the continual improvement of services
Plan : Ensuring that the organization's vision is understood
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Q.40) Identify the missing word in the following sentence.

The purpose of the service configuration management practice is to ensure that
accurate and reliable information about the configuration of services, and the [?]
that support them, is available when and where it is needed.

A.40) CIs

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Joint activities performed by a service provider and a service consumer to ensure

continual value co-creation - Service relationship management
Services based on one or more products, designed to address needs of a target
consumer group - A service offering
The ITIL SVS (ITIL service value system) describes how all the components and
activities of the organization work together as a system to enable value creation.
Each organization’s SVS has interfaces with other organizations, forming an
ecosystem that can in turn facilitate value for those organizations, their
customers, and other stakeholders.

Q.41) What is described by the service value system?

A.41) How all the components and activities of the organization work together as a
system to enable value creation

Q.42) What is an IT asset?

A.42) Any financially valuable component that can contribute to delivery of an IT
product or service

Q.43) Which dimension includes a workflow management system?

A.43) Information and technology
Q.44) Which dimension includes activities and workflows?
A.44) Value streams and processes

Q.45) What is the purpose of the 'relationship management' practice?

A.45) To establish and nurture the links between the organization and its
stakeholders

To establish and nurture the links between the organization and its stakeholders-
(relationship management)
To align the organization's practices and services with changing business needs-
(Continual Improvement)
To set clear business-based targets for service performance- (Service Level
Management)
To support the agreed quality of a service handling all agreed, user-initiated
service requests- (Service Request Management)

Q.46) How should the workflow for a new service request be designed?
A.46) Leverage existing workflows whenever possible

Q.47) What is the purpose of the 'information security management' practice?

A.47) To protect the information needed by the organization to conduct its business

Q.48) Identify the missing word in the following sentence.

The use of [?] should support, not replace what is observed, when using the 'start
where you are' guiding principle.

A.48) measurement (The use of measurement is important to this principle. It

should, however, support but not replace what is observed, as over-reliance on data
analytics and reporting can unintentionally introduce biases and risks in decision-
making.)

Q.49) How should automation be implemented?

A.49) By optimizing as much as possible first

Q.50) Which competencies are required by the 'service level management' practice?
A.50) Business analysis and commercial management (The skills and competencies
for service level management include relationship management, business liaison,
business analysis, and commercial/supplier management.)

Q.51) CORRECT Statements:

A.51)
Costs removed from the consumer are part of the value proposition
Costs imposed on the consumer (by the service) are part of service
consumption

Q.52) What is typically needed to assign complex incidents to support groups?

A.52) The incident category

Q.53) Which practice has a purpose that includes aligning the organization's
practices and services with changing business needs?
A.53) Continual improvement

Q.54) A major incident has been closed, but there is a risk that it might happen
again. How should this be logged and managed?
A.54) As a problem

Q.55) What should be done to determine the appropriate metrics for measuring a new
service?
A.55) Using operational data to provide detailed service reports

Q.56)

People (ITIL V3) → Organization and people (ITIL 4)

Products (ITIL V3) → Information and technology (ITIL 4)
Partners (ITIL V3) → Partners and suppliers (ITIL 4)
Processes ( ITIL V3) → Value streams and processes (ITIL 4)

Q.57) What is the primary focus of business capacity management?

A.57) Future business requirements for IT services are quantified, designed,
planned and implemented in a timely fashion

In ITIL 4 Terms, Capacity and performance management : The purpose of the capacity
and performance management practice is to ensure that services achieve agreed and
expected performance, satisfying current and future demand in a cost-effective way.

Q.58) Structures of service desk that is described in the ITIL service operation
guidance?
A.58) Centralized and Virtual

Q.59) Which service catalogue view is considered beneficial when constructing the
relationship between services, SLAs, OLAs, and other underpinning agreements?
A.59) Supporting services view

Q.60) Which is a supplier category?

A.60) Commodity (Supplier categorization This procedure aims to categorize
suppliers on a periodic basis and after the awarding of new or updated contracts.
Commonly used categories include strategic, tactical, and commodity suppliers.)

Q.61) What do customer perceptions and business outcomes help to define?

A.61) The value of a service

An outcome is "a result for a stakeholder enabled by one or more outputs". The
definitione of a service describes how the value of a service enables value co-
creation by facilitating outcomes that customers want to achieve.

Q.62) Which is an example of improving service utility using service management

automation?
A.62) Faster resource allocation

Q.63) Which guiding principle is PRIMARILY concerned with end-to-end service

delivery?
A.63) Think and work holistically

Q.64) What is the purpose of the `˜problem management' practice?

A.64) To reduce the likelihood and impact of incidents by identifying actual and
potential causes of incidents, and managing workarounds and known errors

Q.65) Why should some service requests be fulfilled with no additional approvals?
A.65) To streamline the fulfillment workflow

Q.66) Which is a purpose of the `˜service desk' practice?

A.66) To be the entry point and single point of contact for the service provider
with all of its users

Q.67) Which are elements of the service value system?

A.67) Governance, service value chain, practices
Service value system are
1. Guiding principles
2. Governance
3. Service value chain
4. Practices
5. Continual improvement

Q.68) What is defined as an unplanned interruption or reduction in the quality of a

service?
A.68) An incident

Q.69) Which statement about the use of measurement in the `˜start where you are'
guiding principle is CORRECT?
A.69) It should always be used to support direct observation

Services and methods already in place should be measured and/or observed directly
to properly understand their current state and what can be re-used from them.

Q.70) What is an incident?

A.70) A service interruption resolved by the use of self-help tools

Some incidents will be resolved by the users themselves, using self-help. Use of
specific self-help records should be captured for use in measurement and
improvement activities.

Risk = "A possible event that could cause harm or loss, or make it more difficult
to achieve objectives."

Q.71) What is defined as a change of state that has significate for the management
of an IT service?
A.71) Event

Any change of state that has significance for the management of a service or other
configuration item (CI). Events are typically recognized through notifications
created by an IT service, CI, or monitoring tool.

Q.72) Which dimension includes the knowledge needed for the management of services?
A.72) Information and technology

When applied to the SVS, the information and technology dimension includes the
information and knowledge necessary for the management of services, as well as the
technologies required. It also incorporates the relationships between different
components of the SVS, such as the inputs and outputs of activities and practices.

Q.73) What is a set of specialized organizational capabilities for enabling value

for customers in the form of services?
A.73) Service management

Service management : A set of specialized organizational capabilities for enabling

value for customers in the form of services.

Q.74) What is the PRIMARY use of a change schedule?

A.74) To plan changes and help avoid conflicts

The change schedule is used to help plan changes, assist in communication, avoid
conflicts, and assign resources. It can also be used after changes have been
deployed to provide information needed for incident management, problem management,
and improvement planning.
Q.75) What are guiding principles?
A.75) Recommendations that help an organization when adopting a service management
approach

A set of interconnected activities that help an organization deliver a valuable

service - Service Value Chain
A description of one or more services that help address the needs of a target
consumer group - Service offering
A set of specialized organizational capabilities for enabling value for customers -
Service management
Recommendations that help an organization when adopting a service management
approach - Guiding Principles

Q.76) Which guiding principle focuses on reducing costs and human errors?
A.76) Optimize and automate

Q.77) Which practice makes new services available for use?

A.77) Release management

The purpose of the release management practice is to make new and changed services
and features available for use.

Q.78) Which guiding principle considers the importance of customer loyalty?

A.78) Focus on value

Q.79) Which guiding principle helps to ensure that each improvement effort has more
focus and is easier to maintain?
A.79) Progress iteratively with feedback

Q.80) Which is a key activity carried out in the `˜did we get there?' step of the
`˜continual improvement' model?
A.80) Evaluate measurements and metrics

Q.81) What is important for a `˜continual improvement register' (CIR)?

A.81) Improvement ideas are documented, assessed and prioritized

Q.82) What can a service remove from the consumer and impose on the consumer?
A.82) Cost

Q.83) In which step of the `˜continual improvement model' is an improvement plan

implemented?
A.83) Take Action

Q.84) Which is a purpose of the 'service level management' practice?

A.84) To set clear business-based targets for service levels

Service level management(SLM) :- The purpose of the service level management

practice is to set clear business-based targets for service levels, and to ensure
that delivery of services is properly assessed, monitored, and managed against
these targets.

Q.85) Which is an example of a business related measurement?

A.85) The number of passengers checked in

Q.86)