Which practice provides visibility of the organization's services by capturing and reporting on service performance?
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
Which is the correct combination of items that makes up an IT service?
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Which is a purpose of the ‘service desk’ practice?
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.
What is the definition of a known error?
What is recommended by the guiding principle ‘progress iteratively with feedback’?
What is NOT within the scope of service catalogue management?
Which ITIL concept describes governance?
What is an incident?
Which is handled as a service request?
Which practice provides support for managing feedback, compliments and complaints from users?
Which usually requires a team of representatives from many stakeholder groups?
What is the purpose of the ‘problem management’ practice?
Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?
Why should service desk staff detect recurring issues?
Which problem management activity ensures that a problem can be easily tracked and management
information can be obtained?
How do all value chain activities transform inputs to outputs?
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 [?].
Which practice provides a single point of contact for users?
Which statement about outcomes is CORRECT?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
What are the ITIL guiding principles used for?
Which practice identifies metrics that reflect a customer experience of a service?
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
Which guiding principle recommends standardizing and streamlining manual tasks?
Which statement about costs is CORRECT?
What is an output?
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
Which is the purpose of the 'monitoring and event management' practice?
Which is a key consideration for the guiding principle 'keep it simple and practical'?
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.
How does a service consumer contribute to the reduction of disk?
Which statement about outcomes is CORRECT?
Which is CORRECT about change authorization?
Which of the following is NOT recommended by the guiding principle 'start where you are?
What can be used to determine if a service is 'fit for purpose'?
Which statement about service relationship management is CORRECT?
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
Which practice is responsible for moving new or changed components to live or other environments?
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
Which BEST describes the purpose of the 'improve' value chain activity?
Which is NOT a component of the service value system?
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?
Which describes the 'plan' value chain activity?
Which is an example are problem control activity?
What is a configuration item?
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
Which dimension considers the application of artificial intelligence to service management?
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
What varies in size and complexity, and uses functions to achieve its objectives?
When should a workaround be created?
What is defined as "the role that uses services?
Which term is used to describe removing something that could have an effect on a service?
Which step of the 'continual improvement model' defines measurable targets?
Which activity is NOT recommended by the start where you are' guiding principle?
Which is a description of service provision?
Identity 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 [?], and the CIs that support them, is available when and where it is needed
Which is an input to the service value system?
Which BEST describe the focus of the 'think and work holistically' principle?
Which statement about outcomes is CORRECT?
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
Which is a key element of the 'think and work holistically' guiding principle?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
What is MOST LIKELY to be handled as a service request?
Which of the following is the MOST important for effective incident management?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which practice handles all pre-defined user-initiated service actions?
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
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