What is defined as "any component that needs to be managed in order to deliver an IT service"?
Which of the following is the MOST important for effective incident management?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
What is MOST LIKELY to be handled as a service request?
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?
Which is the FIRST action when optimizing a service?
Which is a key requirement for successful service level agreements (SLAs)?
Which practice has a purpose that includes managing authentication and non-repudation?
What is used as a tool to help define and measure performance?
Which value chain activity is concerned with the availability of service components?
Which is a financially valuable component that can contribute to the delivery of a service?
What is the customer of a service responsible for?
Which is a key element of the 'think and work holistically' guiding principle?
Which is a description of service provision?
Which organization delivers output or outcomes of a service?
Which is part of the value proposition of a service?
For which purpose would the continual improvement practice use a SWOT analysis?
Which is the FIRST thing to consider when focusing on value?
Which statement about outcomes is CORRECT?
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
What is a change schedule PRIMARILY used for?
Which is a key requirement for a successful service level agreement (SLA)?
What is the purpose of the ‘incident management’ practice?
Which problem management activity ensures that a problem can be easily tracked and management
information can be obtained?
What is a change schedule used for?
What is the purpose of the ‘problem management’ practice?
Which usually requires a team of representatives from many stakeholder groups?
What is a service?
Service transition contains detailed descriptions of which processes?
Which is an example of a business related measurement?
Which value chain activity ensures the availability of service components?
Which value chain activity ensures that service components meet agreed specifications?
What is important for a ‘continual improvement register’ (CIR)?
Which role approves the cost of services?
What includes governance as a component?
Which helps to manage an incident when it is unclear which support team should be working on the incident?
What is the PRIMARY use of a change schedule?
Which term is used to describe the prediction and control of income and expenditure within an organization?
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Which is NOT a component of the service value system?
Which guiding principle recommends standardizing and streamlining manual tasks?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
Which statement about service desks is CORRECT?
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
Which TWO statements about an organization’s culture are CORRECT? (Choose two.)
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
Which describes a set of defined steps for implementing improvements?
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?]
are managed appropriately to support the seamless provision of quality products and services.
What should be done to determine the appropriate metrics for measuring a new service?
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
Which stakeholders co-create value in a service relationship?
What is described by the service value system?
Which practice owns and manages issues, queries and requests from users?
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
Which is a service request?
What is a recommendation of the ‘focus on value’ guiding principle?
What helps diagnose and resolve a simple incident?
Which of the following is an example of incident?
What is a cause, or potential cause, of one or more incidents?
Which is the addition, modification or removal of anything that could have an effect on services?
Which is an activity of ‘problem identification’?
What is a problem that has been analysed but has not been resolved?
Which describes a CORRECT approach to change authorization?
A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?
Which statement about outcomes is CORRECT?
Which practice involves the management of vulnerabilities that were not identified before the service went live?
Which is a recommendation of the guiding principle 'think and work holistically'?
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?
Which two practices interact the MOST with the service desk practice?
What can be used to determine if a service is 'fit for purpose'?
What type of change is MOST likely to be managed as a service request?
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
Which practices is MOST associate with the use of empathy to understand users?
Which describe a 'change authority'?
Which dimension of service management considers how activities are coordinated?