Which is an example of improving service utility using service management automation?
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
What considerations influence the supplier strategy of an organization?
Which statement about the known error database (KEDB) is CORRECT?
Which directly assists with the diagnosis and resolution of simple incidents?
Which dimension includes the knowledge needed for the management of services?
What is the purpose of service level management?
Which does the ITIL service value system discourage?
What should a release policy include?
What includes governance as a component?
Which are elements of the service value system?
Which is a supplier category?
Which two practices use workarounds?
Which value chain activity communicates the current status of all four dimensions of service management?
Which is included in the purpose of the ‘service level management’ practice?
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?
Which of the following is an example of workaround?
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
Which is an important principle of communication in service operation?
Which guiding principle considers the importance of customer loyalty?
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
What is important for a ‘continual improvement register’ (CIR)?
Which function is responsible for the management of a data centre?
Why should incidents be prioritized?
In which step of the ‘continual improvement model’ is an improvement plan implemented?
What does the 'service request management' practice depend on for maximum efficiency?
Which practice is the responsibility of everyone in the organization?
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
Which guiding principle recommends collecting data before deciding what can be re-used?
Which statement about the automation of service requests is CORRECT?
Which is a key requirement for a successful service level agreement (SLA)?
Which guiding principle recommends assessing the current state and deciding what can be reused?
Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?
Which role approves the cost of services?
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
Which practice provides visibility of the organization's services by capturing and reporting on service performance?
What is defined as a change of state that has significate for the management of an IT service?
What can be used to help determine the impact level of a problem?
What can a service remove from the consumer and impose on the consumer?
Which describes the utility of a service?
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
Which of the following is the MOST important 'or effective incident management?
Which statement about the ‘incident management’ practice is CORRECT?
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
Which is an activity of the 'problem management' practice?
What role would be MOST suitable for someone with tots of experience working in IT and business roles?
They also have experience of managing relationships with various stakeholders, including suppliers and business managers.
Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
Which statement about ‘continual improvement’ is CORRECT?
Which is a use of the change schedule?
Which practice is responsible for moving new or changed components to live or other environments?
What is the definition of warranty?
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
What is the purpose of the ‘deployment management’ practice?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Which statement about output is correct?
Which statement about service offerings is CORRECT?
Identify the missing words in the following sentence.
The ‘incident management’ practice should maintain [?] for logging and managing incidents.
Which BEST describes the purpose of the 'improve' value chain activity?
Which practice is most likely to benefit from the use of chatbots?
Which is a purpose of the ‘relationship management’ practice?
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 dimension considers the application of artificial intelligence to service management?
Which two practices interact the MOST with the service desk practice?
Which is part of the definition of a customer?
What describes how components and activities work together to facilitate value creation?
What is the MAIN benefit of 'problem management'?
In which situation will incident management USUALLY use a separate process?
Which practice has a strong influence on the user experience and perception of the service provider?
Which principle concentrates on service consumers?
Which is a recommendation of the guiding principle 'think and work holistically'?
Which describes the 'plan' value chain activity?
Which skill is required by the ‘service level management’ practice?
Which describes a CORRECT approach to change authorization?
Which is an activity of ‘problem identification’?
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
Where are the details of the required performance outcomes of a service denned?
Which statement about the ‘continual improvement model’ is CORRECT?
Which statement about a service value stream is CORRECT?
Which action is performed by a service provider?
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without
the customer having to manage specific [?] and risks.
Which of these should be logged and managed as a problem?
Which service level metrics are BEST for measuring user experience?
Which is NOT a component of the service value system?
Which is a service request?
Which practice identifies metrics that reflect a customer experience of a service?
What should be used to set user expectations for request fulfilment times?
What is the expected outcome from using a service value chain?
When should the effectiveness of a problem workaround be assessed?
What are the three phases of 'problem management'?
Which statement about outcomes is CORRECT?
What should all 'continual improvement' decisions be based on?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
Which skill is an essential part of the 'service level management' practice?
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 is the CORRECT approach for managing a large improvement initiative as smaller iterations?
What should be done for every problem?
Which statement about the steps to fulfill a service request is CORRECT?
Which practice updates information relating to symptoms and business impact?
What are the MOST important skills required by service desk staff?
When should a change request be submitted to resolve a problem?
What is defined as any component that needs to be managed in order to deliver an IT service?
Which is a key consideration for the guiding principle 'keep it simple and practical'?
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
What is the purpose of the ‘deployment management’ practice?
Which statement about costs is CORRECT?
How should an organization adopt continual improvement methods?
What is the purpose of the 'relationship management' practice?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
What is typically needed to assign complex incidents to support groups?
Which competencies are required by the 'service level management' practice?
What is warranty?
Which activity captures the demand for incident resolution and service requests?
Which is a purpose of the 'service desk' practice?
Which guiding principle recommends coordinating all dimensions of service management?
How does a service consumer contribute to the reduction of disk?
What is described by the service value system?
Which practice provides a single point of contact for users?
Which describes normal changes?
Which practice conducts reviews to validate that services are covering the needs of the customer?
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 is included in the purpose of the 'IT asset management' practice?
What can a change schedule be used for?
Which is a key requirement for successful service level agreements (SLAs)?
Which organization delivers output or outcomes of a service?
What is the CORRECT order for the three phases of problem management?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
For which purpose would the continual improvement practice use a SWOT analysis?
What is the difference between the 'incident management' and 'service desk' practices?
Which is the definition of an IT asset?
Which BEST describe the focus of the 'think and work holistically' principle?
A user wants to know how to create a report so they come into contact with the service desk.
Which practice is MOST likely to help with the solution of this issue?
Why should a service level agreement include bundles of metrics?
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
Which is the BEST type of resource for investigating complex incidents?
What should remain constant within an organization, even when the organization's objectives change?
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 statement about the purpose or the Monitoring and event management practice is TRUE?
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
Which is recommended as pan of the 'progress iteratively with feedback' guiding principle?
Which is the MOST LIKELY way of resolving major incidents?
Which of the following is the MOST important for effective incident management?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
For which purpose would the continual improvement practice use a SWOT analysis?
Which practice needs the right culture to be embedded across the entire organization?
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.
What is the difference between the 'incident management" and 'service desk’ practices'?
Which is an activity in the 'Problem control' phase of problem management?
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
A good way to apply the ITIL guiding principle 'focus on value' is to:
Which is described by the 'organizations and people' dimension of service management?
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
Which TWO BEST describe the guiding principles?
Short term
Standards
Recommendations
Long-term
Which statement about the input and output of the value chain activities is CORRECT?
Which practice guarantees that users have a range of access channels to choose from to report problems?
Which is included in the purpose of the 'improve' value chain activity?
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
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