Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
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?
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Which practice has a purpose that includes ensuring that risks have been properly assessed?
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
Which practice recommends using tools for collaboration and the automated matching of symptoms?
Which statement about the purpose or the Monitoring and event management practice is TRUE?
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
Identify the missing word in the following sentence.
A user is [?] that uses services.
What are the KEY stakeholder groups that service providers should cooperate with?
Which practice needs the right culture to be embedded across the entire organization?
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
Which is described by the 'organizations and people' dimension of service management?
Which of the following is included in the purpose of the 'continual improvement' practice?
Which is a financially valuable component that can contribute to the delivery of a service?
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
What is the MOST LIKELY reason mat incident management would need a temporary team to work together?
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
How does information about problems and known errors contribute to 'incident management'?
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect
effect on [?].
When should a full risk assessment and authorization be carried out for a standard change?
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
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.
Which term is used to describe removing something that could have an effect on a service?
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed
Which practice has a strong influence on the user experience and perception of the service provider?
Which guiding principle recommends coordinating all dimensions of service management?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
Which two statements about the guiding principles are CORRECT?
1.The guiding principles support continual improvement
2.Each guiding principle applies to a selection of the available stakeholder groups
3.Organizations should decide which one of the guiding principles is relevant to them
4.Organizations should consider how the guiding principles interact with each other
What can be described as an operating model for the creating and management of products and services?
When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
What is defined as a change of state that has significance for the management of an IT service?
What can be described as an operating model for the creation and management of products and services?
Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?
Which Guiding principle says that it is not usually necessary to build something new?
Which phase of problem management includes analysing incidents to look for patterns and trends?
Which guiding principle says that services and processes should NOT provide a solution for every exception?
A service offering may include, access to resources, and service actions, which is an example of a service action?
Which is a recommendation of the guiding principle 'think and work holistically'?
Which practice provides a communications point for users to report operational issues, queries and requests?
Which service request management decisions require that policies are established'?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity
Which practice recommends that organizations develop competencies »n techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
Which TWO are important aspects of the ‘service request management’ practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals
Which service transition process provides guidance about converting data into information?
Which statement about IT service management is CORRECT?
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For which purpose would the continual improvement practice use a SWOT analysis?
Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce me likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [p] and known errors.
What ensures that a service provider and a service consumer continually co-create value?
What type of change is often used for resolving incidents or implementing security patches?
When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?
Which of the four dimensions’ focuses on roles responsibilities and systems of authority?
Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review in order to meet their needs?
For which purpose would the continual improvement practice use a SWOT analysis?
Identify the missing word in the following sentence.
The purpose of the service configuration management practice to to ensure mat accurate and reliable information about the configuration of [?], and the is that support mem, is available when and where it to needed.
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
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TESTED 18 Jan 2025
