Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Which of the four dimensions’ focuses on roles responsibilities and systems of authority?
What ensures that service providers and service consumers continue to create value together?
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 activity is NOT recommended by the 'start where you are' guiding principle?
What are the KEY stakeholder groups mat service providers should cooperate with?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
Which of the four dimensions focuses or managing data in compliance with industry regulations?
Which of the following statements about change authorization is CORRECT?
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?
Which is included in the purpose of the 'improve' value chain activity?
Which is the FIRST action when optimizing a service?
Which practice ensures that a variety of access channels are available for users to report issues?
Which of the following statements about 'outcomes' is TRUE?
What is including in the purpose of the relationship management practice?
Which practice has a purpose that involves creating closer, more collaborative relationships?
Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
How is a continual improvement register used?
What is the CORRECT order for the three phases of problem management?
Which organization delivers output or outcomes of a service?
Which is an input to the service value system?
What is defined as "any component that needs to be managed in order to deliver an IT service"?
What is the difference between the 'incident management' and 'service desk' practices?
Which is a key element of the 'think and work holistically' guiding principle?
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
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.
Which of the following is the MOST important for effective incident management?
Which is a key requirement for successful service level agreements (SLAs)?
Which component is focused on the activities needed by an organization to help it co-create value?
Which is part of the value proposition of a service?
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.
What is the customer of a service responsible for?
Which statement about the purpose or the Monitoring and event management practice is TRUE?
Which is described by the 'organizations and people' dimension of service management?
Which term is used to describe removing something that could have an effect on a service?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
Which of the following terms is more suitable to describe the functionality of a service?
What are the KEY stakeholder groups that service providers should cooperate with?
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?
Identify the missing word in the following sentences.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
Which can act as an operating model for an organization?
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
Which statement about outcomes is CORRECT?
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
Which ‘service level management’ activity helps staff to deliver a more business-focused service?
Which statement about standard changes is CORRECT?
Identity the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].
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 is part of the definition of a customer?
Which statement about change authorities is CORRECT?
Which describes the 'plan' value chain activity?
Which practice handles all pre-defined user-initiated service actions?
Which is an example are problem control activity?
What is the purpose of the ‘deployment management’ practice?
What impact does automation have on a service desk?
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
Which of the following is NOT recommended by the guiding principle 'start where you are?
In service relationships, what is a benefit of identifying consumer roles?
Which dimension of service management considers how activities are coordinated?
What can be used to determine if a service is 'fit for purpose'?
Which is CORRECT about change authorization?
What is the MAIN benefit of 'problem management'?
Which is part of the ‘focus on value’ guiding principle?
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
In which case would a problem be logged?
Which includes governance, management practices, and continual improvement?
Which is an activity of the 'incident management" practice?
Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?
What can be described as an operating model for the creating and management of products and services?
Which statement about problems is CORRECT?
Which is a recommendation of the guiding principle 'think and work holistically'?
Which value chain activity ensures that ongoing service activity meets user expectations?
Which phase of problem management includes analysing incidents to look for patterns and trends?
What is the MOST important reason for prioritizing incidents?
Why should a service level manager carry out regular service reviews?
Which Guiding principle says that it is not usually necessary to build something new?
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.
Which function is responsible for the management of a data centre?
Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment
Which process is used to compare the value that new services offer with the value of the services they have
replaced?
What is the definition of a known error?
What are guiding principles?
Which helps to manage an incident when it is unclear which support team should be working on the incident?
Which is intended to help an organization adopt and adapt ITIL guidance?
What is a problem?
What must always be done before an activity is automated?
Identify the missing word in the following sentence.
A user is [?] that uses services.
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
Which is the CORRECT of the ‘R’ role in a RACI matrix?
Which guiding principle recommends collecting data before deciding what can be re-used?
Which term describes the functionality offered by a service?
Which is considered by the ‘partners and suppliers’ dimension?
Which statement about change management is CORRECT?
Which are the elements of process control?
What is a change schedule used for?
Which statement about the automation of service requests is CORRECT?
Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?
How does categorization of incidents assist the 'incident management' practice?
Which is an external input to the service value chain?
An SLA is a service level agreement.
Which describes the ‘watermelon SLA’ effect?
Which dimension considers data security and privacy?
Which is an objective of the design coordination process?
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?
What is the purpose of the ‘incident management’ practice?
What is defined as a change of state that has significate for the management of an IT service?
Which is one of the five aspects of service design?
What actions does a service desk take for all issues, queries and requests that are reported to them?
How do all value chain activities transform inputs to outputs?
What considerations influence the supplier strategy of an organization?
What can a service remove from the consumer and impose on the consumer?
What does ‘change enablement’ PRIMARILY focus on?
Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?
Which dimension of service management considers governance, management, and communication?
Which term relates to service levels aligned with the needs of service consumers?
What should be done first when applying the 'focus on value' guiding principle?
What is a definition of a service improvement plan (SIP)?
Why should incidents be prioritized?
Which dimension considers how knowledge assets should be protected?
What is the purpose of the ‘deployment management’ practice?
Which statement about service desks is CORRECT?
What are the three phases of 'problem management'?
Which is a key consideration for the guiding principle 'keep it simple and practical'?
Which of the following is an example of incident?
Which is a purpose of the 'engage' value chain activity?
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
Which is a service request?
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
What is an output?
What should all 'continual improvement' decisions be based on?
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 TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests
What is the starting point for optimization?
What is described by the service value system?
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
How should automation be implemented?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
Which practice identifies metrics that reflect a customer experience of a service?
How does a service consumer contribute to the reduction of disk?
Which statement about emergency changes is CORRECT?
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
Which statement about the steps to fulfill a service request is CORRECT?
Which is NOT a key focus of the 'information and technology' dimension?
Which is included in the purpose of the ‘design and transition’ value chain activity?
When should a full risk assessment and authorization be carried out for a standard change?
Which practice provides a single point of contact for users?
What should be used to set user expectations for request fulfilment times?
What is the expected outcome from using a service value chain?
Which describes a set of defined steps for implementing improvements?
What is typically needed to assign complex incidents to support groups?
Which of these should be logged and managed as a problem?
What is the purpose of the 'relationship management' practice?
Which is NOT a component of the service value system?
Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which describes outcomes?