Questions & Answers PDF P-1

PeopleCert
ITIL-4-FOUNDATION Exam
ITIL 4 Foundation

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Product Questions: 460

Version: 20.0

Topic 1, Exam Pool A

Question: 1

Which ITIL guiding principle recommends using existing services, processes and tools when
improving
services?

A. Progress iteratively with feedback

B. Keep is simple and practical
C. Start where you are
D. Focus on value

Answer: C
Explanation:

Question: 2

Which practice has a purpose that includes ensuring that risks have been properly assessed?

A. Service configuration management

B. Problem management
C. Service level management
D. Change control

Answer: D
Explanation:

Question: 3

When should a full risk assessment and authorization be carried out for a standard change?

A. Each time the standard change is implemented

B. When the procedure for the standard change is created
C. At least once a year
D. When an emergency change is requested

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Answer: B
Explanation:

Question: 4

Which statement about emergency changes is CORRECT?

A. The testing of emergency can be eliminated in order to implement the change quickly
B. The assessment and authorization of emergency changes is expedited to ensure they can be
implemented quickly
C. Emergency changes should be authorized and implemented as service requests
D. Emergency changes must be fully documented before authorization and implementation

Answer: B
Explanation:

Question: 5

Which practice coordinates the classification, ownership and communication of service requests and
incidents?

A. Supplier management
B. Service desk
C. Problem management
D. Relationship management

Answer: B
Explanation:

Question: 6

What is warranty?

A. Assurance that a product or service will meet agreed requirements

B. The amount of money spent on a specific activity or resource
C. The functionality offered by a product or service to meet a particular need
D. The perceived benefits, usefulness and importance of something

Answer: A
Explanation:

Question: 7

Which is part of service provision?

A. The management of resources configured to deliver the service

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B. The management of resources needed to consume the service

C. The grouping of one or more services based on one or more products
D. The joint activities performed to ensure continual value co-creation

Answer: A
Explanation:

Question: 8

Which statement about a ‘continual improvement register’ is CORRECT?

A. It should be managed at the senior level of the organization

B. It should be used to capture user demand
C. There should only be one for the whole organization
D. It should be re-prioritized as ideas are documented

Answer: D
Explanation:

Question: 9

What are ’engage’, ‘plan’ and ‘improve’ examples of?

A. Service value chain activities

B. Service level management
C. Service value chain inputs
D. Change control

Answer: A
Explanation:

Question: 10

Which statement about outcomes is CORRECT?

A. An outcome can be enabled by more than one output

B. Outcomes are how the service performs
C. An output can be enabled by one or more outcomes
D. An outcome is a tangible or intangible activity

Answer: A
Explanation:

Question: 11

Which statement about service desks is CORRECT?

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A. The service desk should work in close collaboration with support and development teams
B. The service desk should rely on self-service portals instead of escalation to support teams
C. The service desk should remain isolated from technical support teams
D. The service desk should escalate all technical issues to support and development teams

Answer: A
Explanation:

Question: 12

Which practice updates information relating to symptoms and business impact?

A. Service level management

B. Change control
C. Service request management
D. Incident management

Answer: D
Explanation:

Question: 13

Which is included in the purpose of the ‘design and transition’ value chain activity?

A. Ensuring that service components are available when needed

B. Providing transparency and good stakeholder relationships
C. Supporting services according to specifications
D. Continually meeting stakeholder expectations for costs

Answer: D
Explanation:

Question: 14

Which practice has a purpose to support the quality of the service by handling all agreed user
initiated service
requests?

A. Change control
B. IT asset management
C. Service desk
D. Service request management

Answer: D
Explanation:

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Question: 15

Which is NOT a component of the service value system?

A. The guiding principles

B. Governance
C. Practices
D. The four dimensions of service management

Answer: D
Explanation:

Question: 16

Which statement about the steps to fulfill a service request is CORRECT?

A. They should be complex and detailed

B. They should be well-known and proven
C. They should include incident handling
D. They should be brief and simple

Answer: B
Explanation:

Question: 17

What is defined as a cause, or potential cause, of one or more incidents?

A. Change
B. Event
C. Known error
D. Problem

Answer: D
Explanation:

Question: 18

Which guiding principle recommends eliminating activities that do not contribute to the creation of
value?

A. Start where you are

B. Collaborate and promote visibility
C. Keep it simple and practical
D. Optimize and automate

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Answer: C
Explanation:

Question: 19

When should the effectiveness of a problem workaround be assessed?

A. Whenever the workaround is used

B. Whenever the problem is resolved
C. Whenever the workaround becomes a known error
D. Whenever the problem is prioritized

Answer: A
Explanation:

Question: 20

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 [?].

A. assets
B. values
C. elements
D. services

Answer: D
Explanation:

Question: 21

Which dimension considers how knowledge assets should be protected?

A. Organizations and people

B. Partners and suppliers
C. Information and technology
D. Value streams and processes

Answer: C
Explanation:

Question: 22

What is a means of enabling value co-creation by facilitating outcomes that customers want to

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achieve, without the customer having to manage specific costs and risks?

A. Service management
B. Continual improvement
C. A service
D. An IT asset

Answer: C
Explanation:

Question: 23

Identify the missing words in the following sentence.

The management of information security incidents usually requires [?].

A. Immediate escalation
B. Specialist teams
C. A separate process
D. Third party support

Answer: C
Explanation:

Question: 24

What are the ITIL guiding principles used for?

A. To help an organization make good decisions

B. To direct and control an organization
C. To identify activities that an organization must perform in order to deliver a valuable service
D. To ensure that an organization’s performance continually meets stakeholders’ expectations

Answer: A
Explanation:

Question: 25

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

A. Each iteration should be designed before starting the initiative and implemented without
feedback
B. Feedback should only be taken into account when one iteration fails to meet its objective
C. Feedback should be reduced for large improvements as it is unlikely that circumstances will
change
D. Each iteration should be continually re-evaluated based on feedback

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Answer: D
Explanation:

Question: 26

What is the purpose of the ‘deployment management’ practice?

A. To ensure services achieve agreed and expected performance

B. To make new or changed services available for use
C. To move new or changed components to live environments
D. To set clear business-based targets for service performance

Answer: C
Explanation:

Question: 27

Which is a service request?

A. Requesting a workaround for an issue

B. Requesting information about how to create a document
C. Requesting an enhancement to an application
D. Requesting investigation of a degraded service

Answer: B
Explanation:

Question: 28

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.

A. costs
B. users
C. value
D. performances

Answer: D
Explanation:

Question: 29

What is a recommendation of the ‘focus on value’ guiding principle?

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A. Make ‘focus on value’ a responsibility of the management

B. Focus on the value of new and significant projects first
C. Focus on value for the service provider first
D. Focus on value at every step of the improvement

Answer: D
Explanation:

Question: 30

Which guiding principle recommends standardizing and streamlining manual tasks?

A. Optimize and automate

B. Collaborate and promote visibility
C. Focus on value
D. Think and work holistically

Answer: A
Explanation:

Question: 31

Which describes a set of defined steps for implementing improvements?

A. The ‘improve’ value chain activity

B. The ‘continual improvement register’
C. The ‘continual improvement model’
D. The ‘engage’ value chain activity

Answer: C
Explanation:

Question: 32

Which is a key requirement for a successful service level agreement?

A. It should be written in legal language

B. It should be simply written and easy to understand
C. It should be based on the service provider’s view of the service
D. It should relate to simple operational metrics

Answer: B
Explanation:

Question: 33

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When planning ‘continual improvement’, which approach for assessing the current state of a service
is
CORRECT?

A. An organization should always use a single technique to ensure metrics are consistent
B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
C. An organization should always develop competencies in methodologies and techniques that will
meet their
needs
D. An organization should always use an approach that combines Lean, Agile and DevOps
methodologies

Answer: C
Explanation:

Question: 34

How does a service consumer contribute to the reduction of disk?

A. By paying for the service

B. By managing server hardware
C. By communicating constraints
D. By managing staff availability

Answer: C
Explanation:

Question: 35

What helps diagnose and resolve a simple incident?

A. Rapid escalation
B. Formation of a temporary team
C. The use of scripts
D. Problem prioritization

Answer: C
Explanation:

Question: 36

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

A. Change control
B. Continual improvement
C. Problem management

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D. Service desk

Answer: C
Explanation:

Question: 37

Which service level metrics are BEST for measuring user experience?

A. Single system-based metrics

B. Metrics for the percentage of uptime of a service
C. Operational metrics
D. Metrics linked to defined outcomes

Answer: D
Explanation:

Question: 38

What are the MOST important skills required by service desk staff?

A. Incident analysis skills

B. Technical skills
C. Problem resolution skills
D. Supplier management skills

Answer: A
Explanation:

Question: 39

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

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Answer: D
Explanation:

Question: 40

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When should a change request be submitted to resolve a problem?

A. As soon as a solution for the problem has been identified

B. As soon as a workaround for the problem has been identified
C. As soon as the analysis of the frequency and impact of incidents justifies the change
D. As soon as the analysis of cost, risks and benefits justifies the change

Answer: D
Explanation:

Question: 41

Which guiding principle helps to ensure that better information is available for decision making?

A. Keep it simple and practical

B. Collaborate and promote visibility
C. Optimize and automate
D. Think and work holistically

Answer: B
Explanation:

Question: 42

Which practice has a purpose that includes observing a service to report selected changes of state
identified as events?

A. Incident management
B. Monitoring and event management
C. Change control
D. Information security management

Answer: D
Explanation:

Question: 43

Which describes a standard change?

A. A high-risk change that needs very thorough assessment

B. A change that is typically implemented as a service request
C. A change that must be implemented as soon as possible
D. A change that needs to be scheduled, assessed and authorized following a defined process

Answer: B

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Explanation:

Question: 44

How does information about problems and known errors contribute to 'incident management'?

A. It enables the reassessment of known erros

B. It enables quick and efficient diagnosis of incidents
C. It removes the need for collaboration during incident resolution
D. It removes the need for regular customer updates

Answer: B
Explanation:

Question: 45

Which practice owns and manages issues, queries and requests from users?

A. Service desk
B. Problem management
C. Incident management
D. Change control

Answer: A
Explanation:

Question: 46

What defines the requirements for a service and takes responsibility for the outcomes of service
consumption?

A. A customer
B. A user
C. A configuration item (CI)
D. An IT asset

Answer: A
Explanation:

Question: 47

Which stakeholders co-create value in a service relationship?

A. Investor and consumer

B. Investor and supplier
C. Consumer and provider

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D. Provider and supplier

Answer: C
Explanation:

Question: 48

Which describes normal changes?

A. Changes that need to be scheduled and assessed following a process

B. Changes that are low-risk and pre-authorized
C. Changes that are typically initiated as service requests
D. Changes that must be implemented as soon as possible

Answer: A
Explanation:

Question: 49

What is the expected outcome from using a service value chain?

A. Service value streams

B. Value realization
C. Customer engagement
D. The application of practices

Answer: B
Explanation:

Question: 50

Which statement about outcomes is CORRECT?

A. Outcomes help service consumers achieve outputs

B. Outcomes are one or more services that fulfil the needs of a service consumer
C. Service providers help service consumers achieve outcomes
D. Helping service consumers achieve outcomes reduces service provider costs

Answer: C
Explanation:

Question: 51

Which skill is an essential part of the 'service level management' practice?

A. Problem analysis

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B. Technical knowledge
C. Listening
D. Diagnosis

Answer: C
Explanation:

Question: 52

What are the three phases of 'problem management'?

A. Problem identification, problem control, error control

B. Problem analysis, error identification, incident resolution
C. Problem logging, problem classification, problem resolution
D. Incident management, problem management, change control

Answer: A
Explanation:

Question: 53

Which is a purpose of the 'engage' value chain activity?

A. Meeting expectations for quality, costs and time-to-market

B. Ensuring the continual improvement of services
C. Ensuring that the organization's vision is understood
D. Providing transparency and good relationships

Answer: D
Explanation:

Question: 54

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.

A. suppliers
B. assets
C. customers
D. CIs

Answer: D
Explanation:

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Question: 55

What is described by the service value system?

A. How to apply the systems approach of the guiding principle think and work holistically
B. Services based on one or more products, designed to address needs of a target consumer group
C. How all the components and activities of the organization work together as a system to enable
value creation
D. Joint activities performed by a service provider and a service consumer to ensure continual value
co-creation

Answer: C
Explanation:

Question: 56

Which practice requires that staff demonstrate excellent customer service skills, such as empathy and
emotional intelligence?

A. Release management
B. Service desk
C. Problem management
D. Supplier management

Answer: B
Explanation:

Question: 57

What is defined as any component that needs to be managed in order to deliver an IT service?

A. A service request
B. An IT asset
C. A configuration item (CI)
D. An incident

Answer: C
Explanation:

Question: 58

Which guiding principle recommends using the minimum number of steps necessary to achieve an
objective?

A. Progress iteratively with feedback

B. Think and work holistically

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C. Keep it simple and practical

D. Focus on value

Answer: C
Explanation:

Question: 59

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

A. 3 and 4
B. 2 and 3
C. 1 and 4
D. 1 and 2

Answer: D
Explanation:

Question: 60

What is an IT asset?

A. The removal of anything that could have a direct or indirect effect on services
B. Any component that needs to be managed in order to deliver a service
C. A request from a user that initiates a service action
D. Any financially valuable component that can contribute to delivery of an IT product or service

Answer: D
Explanation:

Question: 61

Which dimension includes a workflow management system?

A. Value streams and processes

B. Partners and suppliers
C. Information and technology
D. Organizations and people

Answer: A
Explanation:

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Question: 62

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.

A. information
B. utility
C. warranty
D. costs

Answer: D
Explanation:

Question: 63

Which of these should be logged and managed as a problem?

A. Trend analysis shows a large number of similar incidents

B. A user requests delivery of a laptop
C. A monitoring tool detects a change of state for a service
D. 'Continual improvement' needs to prioritize an improvement opportunity

Answer: A
Explanation:

Question: 64

In which TWO situations should the ITIL guiding principles be considered?

1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant

A. 1 and 2
B. 1 and 4
C. 2 and 3
D. 3 and 4

Answer: A
Explanation:

Question: 65

Which guiding principle recommends coordinating all dimensions of service management?

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A. Start where you are

B. Think and work holistically
C. Keep it simple and practical
D. Progress iteratively with feedback

Answer: B
Explanation:

Question: 66

What is the purpose of the 'relationship management' practice?

A. To support the agreed quality of a service handling all agreed, userinitiated service requests
B. To set clear business-based targets for service performance
C. To establish and nurture the links between the organization and its stakeholders
D. To align the organization's practices and services with changing business needs

Answer: C
Explanation:

Question: 67

How should the workflow for a new service request be designed?

A. Use a single workflow for all types of service request

B. Leverage existing workflows whenever possible
C. Use different workflows for each type of service request
D. Avoid workflows for simple service requests

Answer: B
Explanation:

Question: 68

What is the purpose of the 'information security management1 practice?

A. To ensure that accurate and reliable information about the configuration of services is available
when and where it is needed
B. To observe services and service components
C. To protect the information needed by the organization to conduct its business
D. To plan and manage the full lifecycle of all IT assets

Answer: C
Explanation:

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Question: 69

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.

A. plans
B. measurement
C. process
D. tools

Answer: B
Explanation:

Question: 70

How should automation be implemented?

A. By initially concentrating on the most complex tasks

B. By optimizing as much as possible first
C. By replacing human intervention wherever possible
D. By replacing the existing tools first

Answer: C
Explanation:

Question: 71

Which activity is part of the 'continual improvement' practice?

A. Populating and maintaining the asset register

B. Providing a clear path for users to report issues, queries, and requests
C. Delivering tactical and operational engagement with customers
D. Identifying and logging opportunities

Answer: D
Explanation:

Question: 72

Which competencies are required by the 'service level management' practice?

A. Problem investigation and resolution

B. Incident analysis and prioritization
C. Business analysis and commercial management
D. Balanced scorecard reviews and maturity assessment

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Answer: C
Explanation:

Question: 73

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity
assessments?

A. Incident management
B. Continual improvement
C. Service request management
D. Problem management

Answer: B
Explanation:

Question: 74

Which statement about costs is CORRECT?

A. Costs removed from the consumer are part of service consumption

B. Costs imposed on the consumer are costs of service utility
C. Costs removed from the consumer are part of the value proposition
D. Costs imposed on the consumer are costs of service warranty

Answer: C
Explanation:

Question: 75

What is typically needed to assign complex incidents to support groups?

A. The incident priority

B. The incident category
C. A change schedule
D. A self-help tool

Answer: B
Explanation:

Question: 76

Which practice has a purpose that includes aligning the organization's practices and services with
changing business needs?

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A. Relationship management
B. Continual improvement
C. Service configuration management
D. Service level management

Answer: B
Explanation:

Question: 77

A major incident has been closed, but there is a risk that it might happen again. How should this be
logged and managed?

A. As an event
B. As a problem
C. As a service request
D. As a change request

Answer: B
Explanation:

Question: 78

What should be done to determine the appropriate metrics for measuring a new service?

A. Measuring the performance over the first six months, and basing a solution on the results
B. Asking customers to provide numerical targets that meet their needs
C. Using operational data to provide detailed service reports
D. Asking customers open questions to establish their requirements

Answer: C
Explanation:

Question: 79

Which dimension includes activities and workflows?

A. Value streams and processes

B. Partners and suppliers
C. Information and technology
D. Organizations and people

Answer: A
Explanation:

Question: 80

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What should be used to set user expectations for request fulfilment times?

A. The consumer demand for the service

B. The time that the customer indicates for service delivery
C. The service levels of the supplier
D. The time needed to realistically deliver the service

Answer: D
Explanation:

Question: 81

Which describes outcomes?

A. Tangible or intangible deliverables

B. Results desired by a stakeholder
C. Configuration of an organization's resources
D. Functionality offered by a product or service

Answer: B
Explanation:

Question: 82

How should an organization adopt continual improvement methods?

A. Use a new method for each improvement the organization handles

B. Select a few key methods for the types of improvement that the organization handles
C. Build the capability to use as many improvement methods as possible
D. Select a single method for all improvements that the organization handles

Answer: B
Explanation:

Question: 83

Which is a key consideration for the guiding principle 'keep it simple and practical'?

A. Try to create a solution for every exception

B. Start with a complex solution, then simplify
C. Understand how each element contributes to value creation
D. Ignore the conflicting objectives of different stakeholders

Answer: C
Explanation:

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Question: 84

Arrange the following steps of software lifecycle in correct order.

1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design

A. Ideation, Design, Develop, Deploy, Test, Operate, Retire

B. Retire, Test, Operate, Deploy, Ideation, Develop, Design
C. None of the above
D. Ideation, Test, Develop, Deploy, Design, Operate, Retire

Answer: A
Explanation:

Question: 85

Which practice provides a single point of contact for users?

A. Incident management
B. Change control
C. Service desk
D. Service request management

Answer: C
Explanation:

Question: 86

What should be done for every problem?

A. It should have a workaround to reduce the impact

B. It should be prioritized based on its potential impact and probability
C. It should be resolved so that it can be closed
D. It should be diagnosed to identify possible solutions

Answer: B
Explanation:

Question: 87

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What type of change is MOST likely to be managed by the 'service request management' practice?

A. An emergency change
B. A normal change
C. An application change
D. A standard change

Answer: D
Explanation:

Question: 88

What are the types of asset management?

A. IT asset management and software asset management

B. Operational and technical management
C. IT asset management and technical management
D. Operational management and IT asset management

Answer: A
Explanation:

Question: 89

What should all 'continual improvement' decisions be based on?

A. Accurate and carefully analysed data

B. Details of how services are measured
C. A recent maturity assessment
D. An up-to-date balanced scorecard

Answer: A
Explanation:

Question: 90

Which practice identifies metrics that reflect a customer experience of a service?

A. Continual improvement
B. Service level management
C. Service desk
D. Problem management

Answer: B
Explanation:

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Question: 91

Which of the following can be used to access service desks?

A. Phone calls
B. All of the above
C. Text and social media messaging
D. Email

Answer: B
Explanation:

Question: 92

What is the starting point for optimization?

A. Standardizing practices and services

B. Determining where the most positive impact would be
C. Securing stakeholder engagement
D. Understanding the vision and objectives of the organization

Answer: D
Explanation:

Question: 93

Which is the purpose of the 'monitoring and event management' practice?

A. To ensure that accurate and reliable information about the configuration of services is available
when and where it is needed
B. To systematically observe services and service components, and record and report selected
changes of state
C. To protect the information needed by the organization to conduct its business
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as
possible

Answer: B
Explanation:

Question: 94

Which of the following is an example of incident?

A. A backup server is being rebooted while services are running on the primary server
B. An application is not available during the business hours
C. A user has requested access to a shared repository

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D. A user wants to reset the password of a server

Answer: B
Explanation:

Question: 95

Identify the missing word in the following sentence.

A known error is a problem that has been [?] and has not been resolved.

A. closed
B. logged
C. analysed
D. escalated

Answer: C
Explanation:

Question: 96

Which is NOT a key focus of the 'information and technology' dimension?

A. Workflow management and inventory systems

B. Communication systems and knowledge bases
C. Roles and responsibilities
D. Security and compliance

Answer: C
Explanation:

Question: 97

What is an output?

A. A possible event that could cause harm or loss

B. Something created by carrying out an activity
C. A result for a stakeholder
D. A change of state that has significance for the management of a configuration item

Answer: B
Explanation:

Question: 98

Which is a purpose of the 'service desk' practice?

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A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of
incidents
B. To capture demand for incident resolution and service requests
C. To set clear business-based targets for service performance
D. To maximize the number of successful IT changes by ensuring risks are properly assessed

Answer: B
Explanation:

Question: 99

Which activity captures the demand for incident resolution and service requests?

A. Change control
B. Problem management
C. Service desk
D. Service catalogue management

Answer: C
Explanation:

Question: 100

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

A. 1 and 2
B. 1 and 4
C. 3 and 4
D. 2 and 3

Answer: B
Explanation:

Topic 2, Exam Pool B

Question: 101

Which value chain activity ensures the availability of service components?

A. Improve
B. Deliver and support
C. Engage

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D. Obtain/build

Answer: D
Explanation:

Question: 102

What should be done first when applying the 'focus on value' guiding principle?

A. Identify all suppliers and partners involved in the service

B. Determine the cost of providing the service
C. Identify the outcomes that the service facilitates
D. Determine who the service consumer is in each situation

Answer: D
Explanation:

Question: 103

Which practice has a purpose that includes restoring normal service operation as quickly as possible?

A. Problem management
B. Incident management
C. Deployment management
D. Supplier management

Answer: B
Explanation:

Question: 104

What happens if a workaround becomes the permanent way of dealing with a problem that cannot
be resolved cost-effectively?

A. The problem record is deleted

B. The problem remains in the known error status
C. A change request is submitted to change control
D. Problem management restores the service as soon as possible

Answer: B
Explanation:

Question: 105

What is the purpose of service level management?

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A. To obtain/build activity that ensures the service components are available when and where they
are needed and meet agreed specifications.
B. To ensure that all current and planned IT services are delivered to agreed achievable targets.
C. To establish and nurture the links between the organization and its stakeholders at strategic and
tactical levels.
D. To track and manage improvement ideas from identification to final action, organizations use a
database or structured document called a continual improvement register (CIR).

Answer: B
Explanation:

Question: 106

Which is intended to help an organization adopt and adapt ITIL guidance?

A. The four dimensions of service

B. Practices
C. The service value chain
D. The guiding principles

Answer: D
Explanation:

Question: 107

What is an event?

A. The addition, modification, or removal of anything that could have a direct or indirect effect on
services
B. Any change of state that has significance for the management of a service or other configuration
item
C. Cause of one or more incidents
D. An unplanned interruption to a service or reduction in the quality of a service

Answer: B
Explanation:

Question: 108

Which practice is the responsibility of everyone in the organization?

A. Change control
B. Problem management
C. Service level management
D. Continual improvement

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Answer: D
Explanation:

Question: 109

Which of the following is an example of workaround?

A. A defective network switch is replaced with a new one

B. An email server is restored after an incident is reported
C. Server memory is increased when the server is unresponsive
D. A server is restarted to resolve an incident

Answer: D
Explanation:

Question: 110

How does categorization of incidents assist the 'incident management' practice?

A. It determines the priority assigned to the incident

B. It determines how the service provider is perceived
C. It helps direct the incident to the correct support area
D. It ensures that incidents are resolved in timescales agreed with the customer

Answer: C
Explanation:

Question: 111

What does the 'service request management' practice depend on for maximum efficiency?

A. Self-service tools
B. Compliments and complaints
C. Processes and procedures
D. Incident management

Answer: C
Explanation:

Question: 112

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.

A. 'focus on value' guiding principle

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B. service value system

C. 'service request management' practice
D. four dimensions of service management

Answer: B
Explanation:

Question: 113

Which joint activity performed by a service provider and service consumer ensures continual value
co-creation?

A. Service offering
B. Service provision
C. Service relationship management
D. Service consumption

Answer: C
Explanation:

Question: 114

Which dimension of service management considers governance, management, and communication?

A. Organizations and people

B. Information and technology
C. Partners and suppliers
D. Value streams and processes

Answer: A
Explanation:

Question: 115

How do all value chain activities transform inputs to outputs?

A. By using a combination of practices

B. By using a single functional team
C. By determining service demand
D. By implementing process automation

Answer: A
Explanation:

Question: 116

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Why should incidents be prioritized?

A. To help automated matching of incidents to problems or known errors

B. To identify which support team the incident should be escalated to
C. To ensure that incidents with the highest business impact are resolved first
D. To encourage a high level of collaboration within and between teams

Answer: C
Explanation:

Question: 117

Which is the BEST example of an emergency change?

A. The implementation of a planned new release of a software application

B. A low-risk computer upgrade implemented as a service request
C. The implementation of a security patch to a critical software application
D. A scheduled major hardware and software implementation

Answer: C
Explanation:

Question: 118

Which guiding principle emphasizes the need to understand the flow of work in progress, identify
bottlenecks, and uncover waste?

A. Focus on value
B. Collaborate and promote visibility
C. Think and work holistically
D. Keep it simple and practical

Answer: B
Explanation:

Question: 119

What is the effect of increased automation on the 'service desk1 practice?

A. Increased ability to focus on fixing technology instead of supporting people

B. Greater ability to focus on customer experience when personal contact is needed
C. Elimination of the need to escalate incidents to support teams
D. Decrease in self-service incident logging and resolution

Answer: B
Explanation:

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Question: 120

Which guiding principle recommends assessing the current state and deciding what can be reused?

A. Focus on value
B. Start where you are
C. Collaborate and promote visibility
D. Progress iteratively with feedback

Answer: B
Explanation:

Question: 121

What considerations influence the supplier strategy of an organization?

A. Contracts and agreements

B. Type of cooperation with suppliers
C. Corporate culture of the organization
D. Level of formality

Answer: C
Explanation:

Question: 122

Which term describes the functionality offered by a service?

A. cost
B. Utility
C. Warranty
D. Risk

Answer: B
Explanation:

Question: 123

Which statement about the 'service desk1 practice is CORRECT?

A. It provides a link with stakeholders at strategic and tactical levels

B. It carries out change assessment and authorization
C. It investigates the cause of incidents
D. It needs a practical understanding of the business processes

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Answer: D
Explanation:

Question: 124

Which guiding principle describes the importance of doing something, instead of spending a long
time analysing different options?

A. Optimize and automate

B. Start where you are
C. Focus on value
D. Progress iteratively with feedback

Answer: D
Explanation:

Question: 125

Which practice may involve the initiation of disaster recovery?

A. Incident management
B. Service request management
C. Service level management
D. IT asset management

Answer: A
Explanation:

Question: 126

A customer is a person who defines the requirements for a service and takes responsibility for the [?]
of service consumption.

A. outputs
B. outcomes
C. costs
D. risks

Answer: B
Explanation:

Question: 127

Which practice provides support for managing feedback, compliments and complaints from users?

A. Change control

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B. Service request management

C. Problem management
D. Incident management

Answer: B
Explanation:

Question: 128

Which statement about known errors and problems is CORRECT?

A. Known error is the status assigned to a problem after it has been analysed
B. A known error is the cause of one or more problems
C. Known errors cause vulnerabilities, problems cause incidents
D. Known errors are managed by technical staff, problems are managed by service management staff

Answer: A
Explanation:

Question: 129

How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions

A. 1 and 4
B. 3 and 4
C. 2 and 3
D. 1 and 2

Answer: A
Explanation:

Question: 130

Which practice ensures that accurate and reliable information is available about configuration items
and the relationships between them?

A. Service configuration management

B. Service desk
C. IT asset management
D. Monitoring and event management

Answer: A

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Explanation:

Question: 131

Which statement about change authorization is CORRECT?

A. A change authority should be assigned to each type of change and change model
B. Centralizing change authorization to a single person is the most effective means of authorization
C. The authorization of normal changes should be expedited to ensure they can be implemented
quickly
D. Standard changes are high risk and should be authorized by the highest level of change authority

Answer: A
Explanation:

Question: 132

Why should service desk staff detect recurring issues?

A. To help identify problems

B. To escalate incidents to the correct support team
C. To ensure effective handling of service requests
D. To engage the correct change authority

Answer: A
Explanation:

Question: 133

Which practice provides visibility of the organization's services by capturing and reporting on service
performance?

A. Service desk
B. Service level management
C. Service request management
D. Service configuration management

Answer: B
Explanation:

Question: 134

Which practice has a purpose that includes helping the organization to maximize value, control costs
and manage risks?

A. Relationship management

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B. IT asset management
C. Release management
D. Service desk

Answer: B
Explanation:

Question: 135

What is the reason for using a balanced bundle of service metrics?

A. It reduces the number of metrics that need to be collected

B. It reports each service element separately
C. It provides an outcome-based view of services
D. It facilitates the automatic collection of metrics

Answer: C
Explanation:

Question: 136

Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

A. Keep it simple and practical

B. Optimize and automate
C. Progress iteratively with feedback
D. Focus on value

Answer: D
Explanation:

Question: 137

Which value chain activity communicates the current status of all four dimensions of service
management?

A. Improve
B. Engage
C. Obtain/build
D. Plan

Answer: D
Explanation:

Question: 138

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How should an organization include third-party suppliers in the continual improvement of services?

A. Ensure suppliers include details of their approach to service improvement in contracts

B. Require evidence that the supplier uses agile development methods
C. Require evidence that the supplier implements all improvements using project management
practices
D. Ensure that all supplier problem management activities result in improvements

Answer: A
Explanation:

Question: 139

What is a problem?

A. An addition or modification that could have an effect on services

B. Any change of state that has significance for the management of a configuration item
C. A cause or potential cause of one or more incidents
D. An unplanned reduction in the quality of a service

Answer: C
Explanation:

Question: 140

Which practice identifies metrics that reflect the customer's experience of a service?

A. Continual improvement
B. Service desk
C. Service level management
D. Problem management

Answer: C
Explanation:

Question: 141

Which guiding principle recommends organizing work into smaller, manageable sections that can be
executed and completed in a timely manner?

A. Focus on value
B. Start where you are
C. Collaborate and promote visibility
D. Progress iteratively with feedback

Answer: D

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Explanation:

Question: 142

What is the purpose of problem management?

A. Reduces the likelihood and impact of incidents

B. Ensures services are restored as soon as possible
C. Helps direct the incident to the correct support area
D. Determines how the service provider is perceived

Answer: A
Explanation:

Question: 143

Identify the missing word in the following sentence.

The purpose of the 'information security management' practice is to [?] the organization's
information.

A. protect
B. store
C. audit
D. provide

Answer: A
Explanation:

Question: 144

Which ITIL concept describes governance?

A. The service value system

B. The service value chain
C. The seven guiding principles
D. The four dimensions of service management

Answer: A
Explanation:

Question: 145

Which guiding principle recommends collecting data before deciding what can be re-used?

A. Focus on value
B. Keep it simple and practical

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C. Start where you are

D. Progress interactively with feedback

Answer: C
Explanation:

Question: 146

Which service management dimension is focused on activities and how these are coordinated?

A. Partners and suppliers

B. Information and technology
C. Value streams and processes
D. Organizations and people

Answer: C
Explanation:

Question: 147

Which is one of the five aspects of service design?

A. Management information systems and tools

B. Risk analysis and management approach
C. Management policy for business case creation
D. Corporate governance and policy

Answer: A
Explanation:

Question: 148

Which statement about IT service management is CORRECT?

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A. It is performed by customers using a mix of IT systems, services and processes

B. It is performed by IT service providers using a mix of suppliers and their products
C. It is performed by the service desk using a mix of people, process and technology
D. It is performed by IT service providers using a mix of people, process and technology

Answer: D
Explanation:

Question: 149

Which is the CORRECT of the ‘R’ role in a RACI matrix?

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A. This role ensures that activities are executed correctly

B. This role has ownership of the end result
C. This role is involved in providing knowledge and input
D. This role ensures the flow of information to stakeholders

Answer: B
Explanation:

Question: 150

Which statement about change management is CORRECT?

A. It optimizes overall business risk

B. It optimizes financial exposure
C. It ensures that all changes are authorized by the change advisory board (CAB)
D. It ensures that service requests follow the normal change management process

Answer: C
Explanation:

Question: 151

Which statement about the ‘four Ps’ of service design is CORRECT?

A. Processes refers to skill and training

B. Partners refers to suppliers and vendors
C. People refers to technology and tools
D. Products refers to producers and metrics

Answer: B
Explanation:

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Question: 152

What is the primary focus of business capacity management?

A. Management, control and prediction of the performance, utilization and capacity of individual
elements of
IT technology
B. Review of all capacity supplier agreements and underpinning contracts with supplier management
C. Management, control and prediction of the end-to-end performance and capacity of the live,
operational IT
services
D. Future business requirements for IT services are quantified, designed, planned and implemented

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in a
timely fashion

Answer: D
Explanation:

Question: 153

Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

A. Local
B. Centralized
C. Outsourced
D. Virtual

Answer: C
Explanation:

Question: 154

What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work
instruction?

A. A standard change
B. An emergency change
C. An internal change
D. A normal change

Answer: A
Explanation:

Question: 155

Which service transition process provides guidance about converting data into information?

A. Change evaluation
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B. Knowledge management
C. Service validation and testing
D. Service asset and configuration management

Answer: B
Explanation:

Question: 156

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Which service catalogue view is considered beneficial when constructing the relationship between
services,
SLAs, OLAs, and other underpinning agreements?

A. Service-based SLA view

B. Wholesale customer view
C. Retail customer view
D. Supporting services view

Answer: D
Explanation:

Question: 157

Service transition contains detailed descriptions of which processes?

A. Change management, service asset and configuration management, release and deployment
management
B. Change management, capacity management, event management, service request management
C. Service level management, service portfolio management, service asset and configuration
management
D. Service asset and configuration management, release and deployment management, request
fulfillment

Answer: A
Explanation:

Question: 158

Which is an objective of the design coordination process?

A. To produce service design packages and ensure they are handed over to service transition
B. To assess and evaluate all changes and their impact on service designs
C. To document the initial structure and relationship between services and customers
D. To gather and document new service level requirements from the customer

Answer: A
Explanation:

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Question: 159

What MAIN factors are considered to assess the priority of an incident?

A. The urgency and impact

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B. The impact and complexity

C. The cost and urgency
D. The complexity and cost

Answer: A
Explanation:

Question: 160

Which term is used to describe the prediction and control of income and expenditure within an
organization?

A. Charging
B. Governance
C. Budgeting
D. Accounting

Answer: C
Explanation:

Question: 161

Where should all master copies of controlled software and documentation be stored?

A. In the definitive capacity library

B. In the definitive media library
C. In the definitive security library
D. In the definitive production library

Answer: B
Explanation:

Question: 162

Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency
and cost
effectiveness?

A. Service operation
B. Service transition
C. Continual service improvement
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D. Service strategy

Answer: C
Explanation:

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Question: 163

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

A. 1, 2 and 4 only
B. 1, 2 and 3 only
C. 2, 3 and 4 only
D. 1, 3 and 4 only

Answer: C
Explanation:

Question: 164

What is NOT within the scope of service catalogue management?

A. Contribution to the definition of services

B. Interfaces between all services and supporting services
C. Interfaces between the service catalogue and service portfolio
D. Fulfilment of business service requests

Answer: D
Explanation:

Question: 165

What three elements make up the Service Portfolio?

A. Customer portfolio, service catalogue and retired services

B. Customer portfolio, configuration management system and service catalogue
C. Service pipeline, service catalogue and retired services
D. Service pipeline, configuration management system and service catalogue

Answer: C
Explanation:

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Question: 166

Who is responsible for defining metrics for change management?

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A. The change management process owner

B. The change advisory board (CAB)
C. The service owner
D. The continual service improvement manager

Answer: A
Explanation:

Question: 167

Which is a supplier category?

A. Technical
B. Commodity
C. Customer
D. Resource

Answer: D
Explanation:

Question: 168

Which process is used to compare the value that new services offer with the value of the services
they have
replaced?

A. Availability management
B. Capacity management
C. Service portfolio management
D. Service catalogue management

Answer: C
Explanation:

Question: 169

Which is an important principle of communication in service operation?

A. Information should always be communicated

B. It has an intended purpose or a resultant action
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C. Meetings are always the best method of communication
D. It is stored in the configuration management system

Answer: B

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Explanation:

Question: 170

What do customer perceptions and business outcomes help to define?

A. The value of a service

B. Service metrics
C. The total cost of a service
D. Key performance indicators (KPIs)

Answer: A
Explanation:

Question: 171

Which statement about metrics is CORRECT?

A. Process metrics can be used to measure end-to-end service performance

B. Technology metrics can be used to measure component performance and availability
C. Process metrics can be used to measure the utilization of a supplier’s network
D. Technology metrics can be used to determine the overall health of a process

Answer: B
Explanation:

Question: 172

What takes place in the “Did we get there?” step of the continual service improvement (CSI)
approach?

A. An initial baseline assessment

B. The production of a detailed CSI plan
C. Verifying that improvement targets have been achieved
D. Understanding priorities for improvement

Answer: C
Explanation:

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Question: 173

Which is an example of improving service utility using service management automation?

A. Pre-determined routing of a service request

B. Reducing the time to compile service data

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C. Monitoring service availability

D. Faster resource allocation

Answer: D
Explanation:

Question: 174

What is the CORRECT definition of service management?

A. A set of specialized assets for transitioning services into the live operational environment
B. A set of specialized organizational capabilities for delivering value to customers in the form of
services
C. The capability of supplier to deliver services to providers in exchange for money
D. The capability of service providers to minimize their costs without reducing the value of the
services

Answer: B
Explanation:

Question: 175

Which is the correct combination of items that makes up an IT service?

A. Customers, providers and documents

B. Information technology, people and processes
C. Information technology, networks and people
D. People, processes and customers

Answer: B
Explanation:

Question: 176

Which problem management activity ensures that a problem can be easily tracked and management
information can be obtained?

A. Categorization
B. Detection
C. Prioritization
D. Escalation

Answer: A
Explanation:

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Question: 177

What can be used to help determine the impact level of a problem?

A. Definitive media library (DML)

B. Configuration management system (CMS)
C. Statement of requirements (SOR)
D. Standard operating procedures (SOP)

Answer: B
Explanation:

Question: 178

Which are phases of the release and deployment process?

1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule

A. 1 and 2
B. 1 and 3
C. 2 and 4
D. 3 and 4

Answer: A
Explanation:

Question: 179

Which function is responsible for the management of a data centre?

A. Technical management
B. Service desk
C. Application management
D. Facilities management

Answer: D
Explanation:

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Question: 180

Which are the elements of process control?

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A. Inputs, outputs and triggers

B. Work instructions, procedures and roles
C. Resources, capabilities and metrics
D. Process owner, policy and objectives

Answer: D
Explanation:

Question: 181

Which processes are responsible for the regular review of underpinning contracts?

A. Supplier management and service level management

B. Supplier management and change management
C. Availability management and service level management
D. Supplier management and availability management

Answer: A
Explanation:

Question: 182

Which statement BEST describes the value of service strategy to the business?

A. It allows higher volumes of successful change

B. It reduces unplanned costs through optimized handling of service outages
C. It reduces the duration and frequency of service outages
D. It enables the service provider to understand what levels of service will make their customers
successful

Answer: D
Explanation:

Question: 183

What is a definition of a service improvement plan (SIP)?

A. A formal plan to implement improvements to a customer’s business processes

B. An input from availability management to service level management, detailing the service design
plan
C. A formal plan to implement improvements to a service or process
D. An input from financial management for IT services to service level management, detailing the
budget plan

Answer: C
Explanation:

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Question: 184

Which statement about the known error database (KEDB) is CORRECT?

A. It is maintained by the service desk and updated with the details of each new incident
B. It is a part of the configuration management database (CMDB) and contains workarounds
C. It is maintained by problem management and is used by the service desk to help resolve incidents
D. It is maintained by incident management and contains solutions to be implemented by problem
management

Answer: C
Explanation:

Question: 185

Which process works with incident management to ensure that security breaches are detected and
logged?

A. Change management
B. Service level management
C. Access management
D. Continual service improvement

Answer: C
Explanation:

Question: 186

What should a release policy include?

A. The process owner and process manager for each type of release
B. The roles and responsibilities for incident and problem resolution
C. The naming convention and expected frequency of each type of release
D. The naming convention for all configuration items (CI) recorded in the configuration management
system
(CMS)

Answer: C
Explanation:

Question: 187

Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

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A. Focus on value
B. Think and work holistically
C. Optimize and automate
D. Collaborate and promote

Answer: B
Explanation:

Question: 188

What is the purpose of the ‘problem management’ practice?

A. To protect the information needed by the organization to conduct its business

B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of
incidents, and managing workarounds and known errors
C. To align the organization’s practices and services with changing business needs through the
ongoing identification and improvement of services
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as
possible

Answer: B
Explanation:

Question: 189

Which practice would help a user gain access to an application that they need to use?

A. Service configuration management

B. Change enablement
C. Service request management
D. Service level management

Answer: B
Explanation:

Question: 190

Why should some service requests be fulfilled with no additional approvals?

A. To ensure that spending is properly accounted for

B. To ensure that information security requirements are met
C. To streamline the fulfillment workflow
D. To set user expectations for fulfillment times

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Answer: C
Explanation:

Question: 191

Which is a purpose of the ‘service desk’ practice?

A. To minimize the negative impact of incidents by restoring normal service operation as quickly as
possible
B. To be the entry point and single point of contact for the service provider with all of its users
C. To support the agreed quality of a service by handling all pre-defined, user-initiated service
requests
D. To establish and nurture the links between the organization and its stakeholders at strategic and
tactical levels

Answer: B
Explanation:

Question: 192

Which are elements of the service value system?

A. Service provision, service consumption, service relationship management

B. Governance, service value chain, practices
C. Outcomes, utility, warranty
D. Customer value, stakeholder value, organization

Answer: B
Explanation:

Question: 193

What is defined as an unplanned interruption or reduction in the quality of a service?

A. An incident
B. A problem
C. A change
D. An event

Answer: A
Explanation:

Question: 194

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Which statement about the use of measurement in the ‘start where you are’ guiding principle is
CORRECT?

A. It should always be used to support direct observation

B. It should always be used instead of direct observation
C. Measured data is always more accurate than direct observation
D. The act of measuring always positively impacts results

Answer: A
Explanation:

Question: 195

What is an incident?

A. The planned removal of an item that might affect a service

B. A result enabled by one or more outputs
C. A possible future event that could cause harm
D. A service interruption resolved by the use of self-help tools

Answer: D
Explanation:

Question: 196

What is defined as a change of state that has significate for the management of an IT service?

A. Event
B. Incident
C. Problem
D. Known error

Answer: A
Explanation:

Question: 197

Which dimension includes the knowledge needed for the management of services?

A. Organizations and people

B. Value streams and processes
C. Information and technology
D. Partners and suppliers

Answer: A
Explanation:

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Question: 198

What is a set of specialized organizational capabilities for enabling value for customers in the form of
services?

A. Service offering
B. Service provision
C. Service management
D. Service consumption

Answer: C
Explanation:

Question: 199

What is the PRIMARY use of a change schedule?

A. To support the ‘incident management’ practice and improvement planning

B. To manage emergency changes
C. To plan changes and help avoid conflicts
D. To manage standard changes

Answer: C
Explanation:

Question: 200

What are guiding principles?

A. A set of interconnected activities that help an organization deliver a valuable service

B. A description of one or more services that help address the needs of a target consumer group
C. A set of specialized organizational capabilities for enabling value for customers
D. Recommendations that help an organization when adopting a service management approach

Answer: D
Explanation:

Question: 201

Which guiding principle focuses on reducing costs and human errors?

A. Focus and value

B. Collaborate and promote visibility
C. Optimize and automate

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D. Think and work holistically

Answer: C
Explanation:

Question: 202

What is the purpose of the ‘incident management’ practice?

A. To minimize the negative impact of incidents by restoring normal service operation as quickly as
possible
B. To capture demand for incident resolution and service requests
C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of
incidents
D. To support the agreed service quality by effective handling of all agreed user-initiated service
requests

Answer: A
Explanation:

Question: 203

Which practice makes new services available for use?

A. Change enablement
B. Release management
C. Deployment management
D. IT asset management

Answer: B
Explanation:

Question: 204

Which guiding principle considers the importance of customer loyalty?

A. Progress iteratively with feedback

B. Focus on value
C. Optimize and automate
D. Start where you are

Answer: B
Explanation:

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Question: 205

Which guiding principle helps to ensure that each improvement effort has more focus and is easier to
maintain?

A. Start where you are

B. Collaborate and promote visibility
C. Progress iteratively with feedback
D. Think and work holistically

Answer: C
Explanation:

Question: 206

Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’
model?

A. Define measurable targets

B. Perform baseline assessments
C. Execute improvement actions
D. Evaluate measurements and metrics

Answer: D
Explanation:

Question: 207

What is important for a ‘continual improvement register’ (CIR)?

A. Improvement ideas are documented, assessed and prioritized

B. Improvement ideas from many sources are kept in a single CIR
C. Improvement ideas that are not being actioned immediately are removed from the CIR
D. Improvement ideas are tested, funded and agreed

Answer: A
Explanation:

Question: 208

What can a service remove from the consumer and impose on the consumer?

A. Utility
B. Asset
C. Cost

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D. Outcome

Answer: C
Explanation:

Question: 209

In which step of the ‘continual improvement model’ is an improvement plan implemented?

A. What is the vision?

B. How do we get there?
C. Take action
D. Did we get there?

Answer: C
Explanation:

Question: 210

Which is a purpose of the 'service level management' practice?

A. To establish and nurture the links between the organization and its stakeholders
B. To ensure that the organization’s suppliers and their performance are managed appropriately
C. To set clear business-based targets for service levels
D. To support the agreed quality of a service handling all agreed, user-initiated service requests

Answer: C
Explanation:

Question: 211

Which is an example of a business related measurement?

A. The number of passengers checked in

B. The average time to response to change requests
C. The average resolution time for incidents
D. The number of problems resolved

Answer: A
Explanation:

Question: 212

What describes the steps needed to create and deliver a specific service to a consumer?

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A. Service management
B. Practices
C. A value stream
D. Service level management

Answer: C
Explanation:

Question: 213

Which statement about the automation of service requests is CORRECT?

A. Service requests that cannot be automated should be handled as incidents

B. Service requests and their fulfillment should be automated as much as possible
C. Service requests that cannot be automated should be handled as problems
D. Service requests and their fulfillment should be carried out by service desk staff without
automation

Answer: B
Explanation:

Question: 214

Identify the missing word in the following sentence.

A user is [?] that uses services.

A. an organization
B. a role
C. a team
D. a supplier

Answer: B
Explanation:

Question: 215

Which gives a user access to a system?

A. Service requirement
B. Service agreement
C. Service consumption
D. Service provision

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Answer: D
Explanation:

Question: 216

What is a change schedule PRIMARILY used for?

A. To help plan, authorize and schedule emergency changes

B. To publish a list of service requests that users can select
C. To ensure that a single change authority reviews every change
D. To help plan changes, assist in communication and avoid conflicts

Answer: D
Explanation:

Question: 217

What is used to link activities within the service value chain?

A. Service level agreements

B. Inputs, outputs and triggers
C. Opportunity, demand and value
D. Service desk

Answer: C
Explanation:

Question: 218

Which describes the utility of a service?

A. A service that is fit for use

B. A service that meets its service level targets
C. A service that increases constraints on the consumer
D. A service that supports the performance of the consumer

Answer: D
Explanation:

Question: 219

Which two practices use workarounds?

A. Change enablement and continual improvement

B. Change enablement and problem management

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C. Problem management and incident management

D. Incident management and continual improvement

Answer: C
Explanation:

Question: 220

Which statement about the ‘change enablement’ practice is CORRECT?

A. Standard changes are those that need to be scheduled, assessed and authorized following a
standard process
B. Normal changes are triggered by the creation of a change request which can be created manually
or automated
C. Assessment and authorization of normal changes should be expedited to ensure they can be
implemented quickly
D. There should be a separate change authority for standard changes which includes senior managers
who understand the risks involved

Answer: B
Explanation:

Question: 221

Which is included in the purpose of the ‘deliver and support’ value chain activity?

A. Meeting stakeholder expectations for time to market

B. Understanding the organization’s service vision
C. Understanding stakeholder needs
D. Providing services to agreed specifications

Answer: A
Explanation:

Question: 222

What must always be done before an activity is automated?

A. Check that the activity has already been optimized

B. Check that suitable new technology has been purchased
C. Ensure that DevOps has been successfully implemented
D. Ensure the solution removes the need for human intervention

Answer: A

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Explanation:

Question: 223

Which practice has a purpose that includes managing risks to confidentiality, integrity and
availability?

A. Information security management

B. Continual improvement
C. Monitoring and event management
D. Service level management

Answer: A
Explanation:

Question: 224

What is a change schedule used for?

A. To help plan emergency changes

B. To help authorize standard changes
C. To help assign a change authority
D. To help manage normal changes

Answer: D
Explanation:

Question: 225

Which ITIL practice recommends performing service reviews to ensure that services continue to
meet the needs of the organization?

A. Service desk
B. Service request management
C. Service level management
D. Service configuration management

Answer: C
Explanation:

Question: 226

Which role approves the cost of services?

A. User
B. Change authority

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C. Sponsor
D. Customer

Answer: C
Explanation:

Question: 227

What actions does a service desk take for all issues, queries and requests that are reported to them?

A. Schedule, assess, authorize

B. Diagnose, investigate, resolve
C. Initiate, approve, fulfill
D. Acknowledge, classify, own

Answer: C
Explanation:

Question: 228

Which is an external input to the service value chain?

A. The ‘improve’ value chain activity

B. An overall plan
C. Customer requirements
D. Feedback loops

Answer: C
Explanation:

Question: 229

Which is included in the purpose of the ‘service level management’ practice?

A. To maximize the number of successful service and product changes

B. To ensure accurate information about the configuration of services is available
C. To set clear business-based targets for service levels
D. To ensure that suppliers and their performance are managed appropriately

Answer: C
Explanation:

Question: 230

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Which usually requires a team of representatives from many stakeholder groups?

A. Fulfilling a service request

B. Authorizing an emergency change
C. Logging a new problem
D. Investigating a major incident

Answer: D
Explanation:

Question: 231

Which value chain activity ensures that service components meet agreed specifications?

A. Plan
B. Design and transition
C. Obtain/build
D. Deliver and support

Answer: C
Explanation:

Question: 232

Which ITIL practice has the purpose to establish and nurture the links between the organization and
its stakeholders at strategic and tactical levels?

A. Supplier management
B. Change enablement
C. Relationship management
D. Service desk

Answer: C
Explanation:

Question: 233

What includes governance as a component?

A. Practices
B. The service value chain
C. The service value system
D. The guiding principles

Answer: C

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Explanation:

Question: 234

Which practice needs people who understand complex systems and have creative and analytical
skills?

A. Change enablement
B. Service level management
C. Service request management
D. Problem management

Answer: D
Explanation:

Question: 235

What is the definition of a known error?

A. An unplanned interruption to a service, or reduction in the quality of a service

B. A cause, or potential cause, of one or more incidents
C. A problem that has been analyzed and has not been resolved
D. Any change of state that has significance for the management of a service or other configuration
item (CI)

Answer: C
Explanation:

Question: 236

Which will NOT be handled as a service request?

A. The degradation of a service

B. The replacement of a toner cartridge
C. The provision of a laptop
D. A complaint about a support team

Answer: A
Explanation:

Question: 237

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

A. Incidents

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B. Problems
C. Events
D. Requests

Answer: C
Explanation:

Question: 238

Which dimension considers data security and privacy?

A. Organizations and people

B. Information and technology
C. Partners and suppliers
D. Value streams and processes

Answer: B
Explanation:

Question: 239

Which term relates to service levels aligned with the needs of service consumers?

A. Service management
B. Warranty
C. Cost
D. Utility

Answer: B
Explanation:

Question: 240

Which directly assists with the diagnosis and resolution of simple incidents?

A. Scripts for collecting user information

B. Use of shift working patterns
C. Fulfillment of service requests
D. Creation of a temporary team

Answer: A
Explanation:

Question: 241

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Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?

A. Only add controls and metrics when they are needed

B. Design controls and metrics first, then remove those not adding value
C. Design controls and metrics and add them individually until all are implemented
D. Only add controls and metrics that are required for compliance

Answer: B
Explanation:

Question: 242

Which practice forms a link between the service provider and the users of services?

A. Change enablement
B. Service level management
C. Problem management
D. Service desk

Answer: D
Explanation:

Question: 243

Which is a purpose of release management?

A. To protect the organization’s information

B. To handle user-initiated service requests
C. To make new and changed services available for use
D. To move hardware and software to live environments

Answer: C
Explanation:

Question: 244

What is recommended by the guiding principle ‘progress iteratively with feedback’?

A. A current state assessment that is carried out at the start of an improvement initiative
B. The identification of all interested parts at the start of an improvement initiative
C. An improvement initiative that is broken into a number of manageable sections
D. An assessment of how all the parts of an organization will affect an improvement initiative

Answer: C

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Explanation:

Question: 245

Which guiding principle considers customer and user experience?

A. Collaborate and promote visibility

B. Focus on value
C. Start where you are
D. Keep it simple and practical

Answer: B
Explanation:

Question: 246

Which statement about the ‘change enablement’ practice is CORRECT?

A. Service requests are usually normal changes that can be implemented quickly without
authorization
B. Emergency changes are changes that must be fully tested and fully documented prior to
implementation
C. Standard changes are changes that need to be scheduled, assessed and authorized following a
standard process
D. Emergency changes are changes that must be implemented as soon as possible and therefore
authorization is expedited

Answer: D
Explanation:

Question: 247

Which of these activities is carried out as part of ‘problem management’?

A. Creating incident records

B. Diagnosing and resolving incidents
C. Escalating incidents to a support team for resolution
D. Trend analysis of incident records

Answer: D
Explanation:

Question: 248

What does ‘change enablement’ PRIMARILY focus on?

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A. Changes to service levels

B. Changes to products and services
C. Changes to organizational structure
D. Changes to skills and competencies

Answer: B
Explanation:

Question: 249

Identify the missing word(s) in the following sentence.

The service desk should be the entry point and single point of contact for the [?] with all of its users.

A. Service consumer
B. Service provider
C. Customer
D. Supplier

Answer: B
Explanation:

Question: 250

Which is handled as a service request?

A. An investigation to identify the cause of an incident

B. A compliment about an IT support team
C. The failure of an IT service
D. An emergency change to implement a security patch

Answer: C
Explanation:

Question: 251

Which is a key requirement for a successful service level agreement (SLA)?

A. Using individual metrics that relate to the service catalogue

B. Using bundled metrics to relate performance to outcomes
C. Using single-system-based metrics that relate to outputs
D. Using an agreement between the service provider and service supplier

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Answer: B
Explanation:

Question: 252

Which is considered by the ‘partners and suppliers’ dimension?

A. Using artificial intelligence

B. Defining controls and procedures

C. Using formal roles and responsibilities
D. Working with an integrator to manage relationships

Answer: D
Explanation:

Question: 253

Which practice recommends using tools for collaboration and the automated matching of
symptoms?

A. Problem management
B. Service level management
C. Incident management
D. Service request management

Answer: C
Explanation:

Question: 254

Which helps to manage an incident when it is unclear which support team should be working on the
incident?

A. Disaster recovery plans

B. Swarming
C. Target resolution times
D. Self-help

Answer: B
Explanation:

Reference: https://www.bmc.com/blogs/itil-incident-management/

Question: 255

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Which statement about the ‘continual improvement’ practice is CORRECT?

A. Continual improvement participation should be limited to a small dedicated team.

B. It is the role of senior management to authorize improvement initiatives.
C. Training should be provided to those involved in continual improvement.
D. A single continual improvement register should be maintained by senior management.

Answer: B
Explanation:

Reference: https://www.bmc.com/blogs/itil-continual-improvement/

Question: 256

Which does the ITIL service value system discourage?

A. Coordinated authorities and responsibilities

B. Organizational silos
C. Interfaces among practices
D. Organizational agility

Answer: B
Explanation:

Explanation:
Architecture of the ITIL SVS specifically enables flexibility and discourages siloed working. This is
because the service value chain and practices do not form a fixed, rigid structure, but rather they can
be combined in multiple value streams to address the needs of the organization in a variety of
scenarios, with open flow of communication across the many interfaces.

Reference: https://www.bmc.com/blogs/itil-service-value-system/

Question: 257

An SLA is a service level agreement.

Which describes the ‘watermelon SLA’ effect?

A. A single SLA defines target service levels for multiple customer, so every customer sees reports
about other customers’ experiences.
B. The metrics in an SLA are focused on internal measures, so that reports show everything is good,
while the customer is not satisfied.
C. SLA targets change very frequently, so that each report includes new measures and trends cannot
be analyzed.
D. Introducing SLAs for a service enables customer to see that the service provider is doing a really
good job, so this improves satisfaction.

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Answer: B
Explanation:

Reference: https://www.bmc.com/blogs/itil-service-level-management/

Question: 258

Which practice includes conducting regular reviews to ensure that services are still appropriate and
relevant?

A. Service level management

B. Service desk
C. Continual improvement
D. Change enablement

Answer: A
Explanation:

Explanation:
The service level management practice defines, documents and manages the service levels of all the
services and products. Service level management should provide the end to end visibility of all the
organizational services. Service level management has to establish and provide the service views
with service level target ensure meeting defined service levels by collecting, analyzing, storing and
reporting all the defined target metrics of the services regularly (periodically) perform the service
reviews and ensure the services meet the organization’s needs continuously identify, capture, review
& report the issues related to services, its performance against the defined service targets.

Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-
processes

Question: 259

What is a service?

A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
B. 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
C. A tangible or intangible deliverable of an activity
D. Joint activities performed by a service provider and a service consumer to ensure continual value
co- creation based on agreed and available service offerings

Answer: B
Explanation:

Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/

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Question: 260

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

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Answer: D
Explanation:

Reference: https://www.bmc.com/blogs/itil-service-request-management/

Question: 261

What is required by all service desk staff?

A. Excellent technical knowledge

B. Root cause analysis skills
C. Demonstration of emotional intelligence
D. Knowledge of telephony technology

Answer: C
Explanation:

Question: 262

Which practice establishes a channel between the service provider and its users?

A. Relationship management
B. Change enablement
C. Supplier management
D. Service desk

Answer: D
Explanation:

Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-
processes

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Question: 263

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?

A. Service desk
B. Monitoring and event management
C. Service level management
D. Continual improvement

Answer: C
Explanation:

Question: 264

Which practice has a purpose that includes maximizing success by ensuring that risks have been
properly assessed?

A. Relationship management
B. Change control
C. Release management
D. Monitoring and event management

Answer: B
Explanation:

Reference: https://www.symphonysummit.com/products/what-is-it-service-management-itsm/

Question: 265

Which practice provides users with a way to get various requests arranged, explained and
coordinated?

A. Service level management

B. Relationship management
C. Continual improvement
D. Service desk

Answer: D
Explanation:

Explanation:
Over time, the focus of service desks has broadened from simply logging and resolving technical
issues, to proving more comprehensive support for people and the business. They are increasingly

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being used to get various matters arranged, explained, and coordinated. The service desk has a
major influence on user experience and how the service provider is perceived by the users. By
understanding and acting on the business context of transactional activity (i.e. logging tickets), the
service desk is better placed to add value to the organization.

Reference: https://www.bmc.com/blogs/itil-service-desk/

Question: 266

Which helps to streamline the fulfilment of service requests?

A. Understanding which service requests can be accomplished with limited approvals

B. Creating new workflows for every service request
C. Separating requests relating to service failures from the degradation of services
D. Eliminating service requests which have complex workflows

Answer: A
Explanation:

Reference: https://www.bmc.com/blogs/itil-service-request-management/

Topic 3, Exam Pool C

Question: 267

Which statement about outcomes is CORRECT?

A. They are deliverables provided to service consumers.

B. They allow service consumers to achieve a desired result.
C. They provide products to service providers based on outputs.
D. The co-create value for service providers by reducing costs and risks.

Answer: B
Explanation:

Reference: https://www.axelos.com/news/blogs/february-2015/difference-between-outputs-and-
outcomes-in- itsm

Question: 268

Which guiding principle says that services and processes should NOT provide a solution for every
exception?

A. Keep it simple and practical

B. Think and work holistically
C. Optimize and automate

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D. Collaborate and promote visibility

Answer: A
Explanation:

Question: 269

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 performances are [?] appropriately to support the seamless provision of quality products and
services.

A. measured
B. rewarded
C. managed
D. defined

Answer: C
Explanation:

Reference: https://www.bmc.com/blogs/itil-management-practices/

Question: 270

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 [?], and the CIs that support them, is available when and where it is needed.

A. relationships with suppliers

B. configuration of services
C. skills of people
D. authorization of changes

Answer: B
Explanation:

Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/service-
configuration- management-itil-4/

Question: 271

Which practice requires skills and competencies related to business analysis, supplier management
and relationship management?

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A. Monitoring and event management

B. Incident management

C. Service level management

D. IT asset management

Answer: C
Explanation:

Reference: https://advisera.com/20000academy/blog/2019/06/17/sfia-and-itil-a-winning-
combination-for-it- businesses/

Question: 272

When should a workaround be created?

A. As soon as possible, once the incident is logged

B. After the resolution of a problem
C. When a problem cannot be resolved quickly
D. When a potential permanent solution has been identified

Answer: C
Explanation:

Reference: https://www.globalknowledge.com/us-en/resources/resource-library/articles/incidents-
and- problems-workarounds/

Question: 273

What is a configuration item?

A. Any financially valuable component that can contribute to delivery of an IT product or service
B. Any component that needs to be managed in order to deliver an IT service
C. Any change of state that has significance for the management of a service
D. A problem that has been analyzed but has not been resolved

Answer: B
Explanation:

Reference: https://www.bmc.com/blogs/itil-key-terms/

Question: 274

Identify the missing words in the following sentence.

When an organization has decided to improve a service, it should start by considering [?].

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A. existing information
B. new methods
C. additional measurements
D. revised processes

Answer: A
Explanation:

Question: 275

Which is a use of the change schedule?

A. Assigning resources to changes

B. Deciding the approval authority for changes
C. Automating the change process
D. Creating change models

Answer: A
Explanation:

Reference: https://www.bmc.com/blogs/itil-change-enablement/

Question: 276

Which dimension of service management considers the workflows and controls needed to deliver
services?

A. Organization and people

B. Information and technology
C. Partners and suppliers
D. Value streams and processes

Answer: D
Explanation:

Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-
management

Question: 277

Which guiding principle considers how the steps of a process can be performed as efficiently as
possible?

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A. Start where you are

B. Focus on value
C. Think and work holistically
D. Optimize and automate

Answer: D
Explanation:

Reference: https://www.sysaid.com/blog/entry/the-7-guiding-principles-of-itil-4-practical-advice-to-
help-you- make-decisions

Question: 278

Which statement about the ‘incident management’ practice is CORRECT?

A. It identifies the cause of major incidents.

B. It authorizes changes to resolve incidents.

C. It maintains detailed procedures for diagnosing incidents.

D. It resolves the highest impact incidents first.

Answer: D
Explanation:

Reference: https://www.bmc.com/blogs/itil-incident-management/

Question: 279

How should an organization prioritize incidents?

A. Ask the user for their preferred resolution timeframe.

B. Assess the availability of the appropriate support team.
C. Use an agreed classification which is based on the business impact of the incident.
D. Create an order of incidents based on the dates and times when they were logged.

Answer: C
Explanation:

Question: 280

Which is a purpose of the ‘relationship management’ practice?

A. To systematically observe services and service components

B. To protect the information needed by the organization to conduct its business
C. To be the entry point and single point of contact for the service provider with all of its users
D. To identify, analyze, monitor, and continually improve links with stakeholders

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Answer: D
Explanation:

Reference: https://wiki.process-symphony.com.au/framework/lifecycle/process/relationship-
management-itil-4/

Question: 281

Which statement about problems is CORRECT?

A. Problems are not related to incidents.

B. Problems must be resolved quickly in order to restore normal business activity.
C. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
D. Problem prioritization involves risk assessment.

Answer: D
Explanation:

Reference: https://www.bmc.com/blogs/itil-problem-management/

Question: 282

Which is a risk that might be removed from a service consumer by an IT service?

A. Service provider ceasing to trade

B. Security breach
C. Failure of server hardware
D. Cost of purchasing servers

Answer: B
Explanation:

Reference: https://www.bmc.com/blogs/itil-key-concepts-service-management/

Question: 283

Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?

A. Understanding the organization’s vision

B. Understanding stakeholder needs
C. Meeting stakeholder expectations
D. Ensuring service components are available

Answer: C
Explanation:

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Explanation:
The purpose of 'obtain/build' value chain activity is "to ensure that service components are available
when and where they are needed, and meet agreed specifications." Service components for 'deliver
and support' and service components for design and transition are key outputs of 'obtain/build' value
chain activity.

Question: 284

Which is a result of applying the guiding principle ‘progress iteratively with feedback’?

A. The ability to discover and respond to failure earlier

B. Standardization of practices and services
C. Understanding the customer’s perception of value
D. Understanding the current state and identifying what can be reused

Answer: A
Explanation:

Question: 285

Which practice is responsible for moving new or changed components to live or other environments?

A. Release management
B. Deployment management
C. Change enablement
D. Supplier management

Answer: B
Explanation:

Reference: https://www.sysaid.com/blog/entry/itil-4-practices-whats-new-and-changed

Question: 286

Which should be handled by ‘service request management’?

A. A request to implement a security patch

B. A request to provide a laptop
C. A request to resolve an error in a service
D. A request to change a target in a service level agreement

Answer: B
Explanation:

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Reference: https://www.atlassian.com/itsm/service-request-management

Question: 287

What can help to reduce resistance to a planned improvement when applying the guiding principle
‘collaborate and promote visibility’?

A. Restricting information about the improvement to essential stakeholders only.

B. Increasing collaboration and visibility for the improvement.
C. Involving customers after all planning has been completed.
D. Engaging every stakeholder group in the same way, with the same communication.

Answer: C
Explanation:

Reference: https://www.sysaid.com/blog/entry/the-7-guiding-principles-of-itil-4-practical-advice-to-
help-you- make-decisions

Question: 288

What can be described as an operating model for the creating and management of products and
services?

A. Governance
B. Service value chain
C. Guiding principles
D. Practices

Answer: B
Explanation:

Reference: https://www.thinkhdi.com/library/supportworld/2019/evolution-itil-new-operating-
model-itil-4.aspx

Question: 289

What is a definition of a problem?

A. An unplanned interruption to a service, or reduction in the quality of a service

B. A cause, or potential cause, of one or more incidents
C. An incident for which a full resolution is not yet available
D. Any change of state that has significance for the management of a configuration item (CI)

Answer: B
Explanation:

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Reference: https://www.bmc.com/blogs/itil-problem-management/

Question: 290

Which action is performed by a service provider?

A. Requesting required service actions

B. Authorizing budget for service consumption
C. Ensuring access to agreed resources
D. Receiving of the agreed goods

Answer: C
Explanation:

Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/it-service-management-concepts

Question: 291

Which statement about ‘continual improvement’ is CORRECT?

A. All improvement ideas should be logged in a single ‘continual improvement register’

B. A single team should carry out ‘continual improvement’ across the organization
C. ‘Continual improvement’ should have minimal interaction with other practices
D. Everyone in the organization is responsible for some aspects of ‘continual improvement’

Answer: D
Explanation:

Question: 292

Which step of the continual improvement model includes baseline assessments?

A. Did we get there?

B. Where are we now?
C. What is the vision?
D. Where do we want to be?

Answer: D
Explanation:

Question: 293

Which describes a ‘change authority’?

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A. A model used to determine who will assess a change

B. A person who approves a change
C. A tool used to help changes
D. A way to manage the people aspects of change

Answer: B
Explanation:

Question: 294

Which is NOT a component of the service value system?

A. The service value chain

B. Opportunity and demand
C. Continual improvement
D. Governance

Answer: B
Explanation:

Question: 295

Which practice has a strong influence on the user experience and perception of the service provider?

A. Service desk
B. Change enablement
C. Service level management
D. Supplier management

Answer: C
Explanation:

Question: 296

Which statement about service relationship management is CORRECT?

A. It focuses on the service actions performed by users

B. It requires the service consumer to create resources for the service provider
C. It requires co-operation of both the service provider and service consumer

D. It focuses on the fulfilment of the agreed service actions

Answer: C
Explanation:

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Question: 297

What is the MOST important reason for prioritizing incidents?

A. To ensure that user expectations are realistic

B. To ensure that incidents with highest impact are resolved first
C. To help information-sharing are learning
D. To provide links to related changes and known errors

Answer: B
Explanation:

Question: 298

Which ‘service level management’ activity helps staff to deliver a more business-focused service?

A. Creating targets based on the percentage of uptime of a service

B. Understanding the ongoing requirements of customers
C. Using complex technical terminology in service level agreements (SLAs)
D. Measuring low-level operational activities

Answer: B
Explanation:

Question: 299

Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for
service?

A. Service request management

B. Service configuration management
C. Deployment management
D. Change enablement

Answer: A
Explanation:

Question: 300

Which guiding principle considers which parts of an existing process should be kept by identifying
how they contribute to value creation?

A. Progress iteratively with feedback

B. Collaborate and promote visibility

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C. Think and work holistically

D. Keep it simple and practical

Answer: D
Explanation:

Question: 301

What is the purpose of the ‘monitoring and event management’ practice?

A. To restore normal service operation as quickly as possible

B. To manage workarounds and known errors
C. To capture demand for incident resolution and service requests
D. To systematically observe services and service components

Answer: D
Explanation:

Question: 302

Which statement about outcome is CORRECT?

A. Outcomes rely on outputs to deliver results for a stakeholder

B. Outcomes use activities to produce tangible or intangible deliverables
C. Outcomes give service consumers assurance of products or services
D. Outcomes help a service consumer to assess the cost of a specific activity

Answer: A
Explanation:

Question: 303

Which skill is required by the ‘service level management’ practice?

A. Supplier management
B. Technical expertise
C. Event monitoring
D. Problem management

Answer: A
Explanation:

Question: 304

Which statement about the ‘continual improvement model’ is CORRECT?

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A. Organizations should work through the steps of the model in the sequence in which they are
presented
B. The flow of the model helps organizations to link improvements to its goals
C. The model is applicable to only certain parts of the service value system
D. Organizations should use an additional model or method to link improvements to customer value

Answer: B
Explanation:

Question: 305

What is the definition of warranty?

A. A means of identifying events that could cause harm or loss

B. A means of determining whether a service is fit for purpose
C. A means of identifying a result for a stakeholder
D. A means of determining whether a service is fit for use

Answer: D
Explanation:

Question: 306

Which practice has a purpose that includes managing risks to confidentiality, integrity and
availability?

A. Information security management

B. Change enablement
C. Problem management
D. Service configuration management

Answer: A
Explanation:

Question: 307

Which statement about value creating activities is CORRECT?

A. Each value stream should be designed with a specific combination of service value chain activities
B. Service value chain activities have pre-determined dependencies on ITIL practices

C. A value stream is an operating model for creating value through products and services
D. Organizations should ensure that each value stream is applicable to many scenarios

Answer: A
Explanation:

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Question: 308

Which is provided by the ‘engage’ value chain activity?

A. Ensuring that stakeholder expectations for quality are met

B. Ensuring that stakeholder needs are understood by the organization
C. Ensuring that service components are available when needed
D. Ensuring that services are operated to meet agreed specifications

Answer: B
Explanation:

Question: 309

Which is part of the ‘focus on value’ guiding principle?

A. Understanding what services help the service consumer

B. Reducing the number of steps in the customer experience
C. Assessing services to identify parts that can be reused
D. Identifying activities that can be achieved in smaller iterations

Answer: A
Explanation:

Question: 310

Which is part of the definition of a customer?

A. The role that defines the requirements for a service

B. A means of enabling value co-creation
C. The role that authorizes budget for service consumption
D. A set of specialized organizational capabilities for enabling value

Answer: A
Explanation:

Question: 311

Which guiding principle helps an organization to understand the impact of an altered element on
other elements in a system?

A. Focus on value
B. Start where you are
C. Think and work holistically

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D. Keep it simple and practical

Answer: C
Explanation:

Question: 312

Identify the missing words in the following sentence.

The ‘incident management’ practice should maintain [?] for logging and managing incidents.

A. a dedicated team
B. a formal process
C. detailed procedures
D. a value chain activity

Answer: C
Explanation:

Question: 313

An organization asks a stakeholder to review a planned change. Which guiding principle does this
demonstrate?

A. Collaborate and promote visibility

B. Start where you are
C. Focus on value
D. Keep it simple and practical

Answer: A
Explanation:

Question: 314

What is the purpose of the ‘deployment management’ practice?

A. To protect the information needed by the organization to conduct its business

B. To make new and changed services and features available for use
C. To move new or changed components to live environments

D. To plan and manage the full lifecycle of all IT assets.

Answer: C
Explanation:

Question: 315

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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

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Answer: D
Explanation:

Question: 316

Which statement about change authorities is CORRECT?

A. Change authorities are only required for authorizing emergency changes

B. Change authorities are assigned when each change is deployed
C. Change authorities are only required for authorizing normal changes
D. Change authorities are assigned for each type of change and change model

Answer: D
Explanation:

Question: 317

When is the earliest that a workaround can be documented in ‘problem management’?

A. After the problem has been logged

B. After the problem has been prioritized
C. After the problem has been analyzed
D. After the problem has been resolved

Answer: C
Explanation:

Question: 318

Which is an activity of ‘problem identification’?

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A. Analyzing information from software developers

B. Establishing problem workarounds
C. Analyzing the cause of problems
D. Establishing potential permanent solutions

Answer: A
Explanation:

Question: 319

Which practice uses technologies such as intelligent telephony systems, a knowledge base and
monitoring tools?

A. Service configuration management

B. Service desk
C. Problem management
D. Deployment management

Answer: B
Explanation:

Question: 320

Which statement about standard changes is CORRECT?

A. A full assessment should be completed each time the change is implemented

B. The change can be implemented with less testing if necessary
C. The appropriate change authority should be assigned to each type of change
D. The change does not require additional authorization

Answer: D
Explanation:

Question: 321

Which two are considered part of the ‘organizations and people’ dimension of service management?

1. Systems of authority
2. Culture
3. Relationships between organizations

4. Workflows

A. 1 and 2
B. 2 and 3
C. 3 and 4

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D. 1 and 4

Answer: A
Explanation:

Question: 322

Which statement about the ‘service request management’ practice is CORRECT?

A. Service requests are fulfilled using simple workflows

B. A new workflow is created for each type of request
C. Additional approval is sometimes needed for restoration of service
D. Financial authorization is sometimes required for service requests

Answer: A
Explanation:

Question: 323

What is a cause, or potential cause, of one or more incidents?

A. A configuration item
B. A workaround
C. An incident
D. A problem

Answer: D
Explanation:

Question: 324

Which statement about a service value stream is CORRECT?

A. it uses inputs and outputs prescribed by ITIL

B. It is a service value chain activity
C. It integrates practices for a specific scenario
D. It provides an operating model for service providers

Answer: C
Explanation:

Question: 325

What term is used to describe whether a service will meet availability, capacity and security
requirements?

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A. Outcomes
B. Value
C. Utility
D. Warranty

Answer: D
Explanation:

Question: 326

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.

A. utility
B. warranty
C. outcomes
D. outputs

Answer: C
Explanation:

Question: 327

A service offering may include, access to resources, and service actions, which is an example of a
service action?

A. A mobile phone enables a user to work remotely

B. A password allows a user connect to a Wifi network
C. A license allows a user to install a software product
D. A service desk agent provides support to user.

Answer: D
Explanation:

Question: 328

Which activity is part of the ‘continual improvement practice?

A. handing compliments and complaints from user to identify improvements.

B. Improving relationships with and between stakeholders.
C. Prioritizing and creating business cases for improvement initiatives.
D. Identifying the cause unplanned interruptions to service.

Answer: C
Explanation:

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Question: 329

Which Practice includes management of workarounds and known errors?

A. Monitoring and event management

B. Service configuration management
C. Problem management
D. Incident management

Answer: C
Explanation:

What is problem management?

The purpose of problem management is to reduce the likelihood and impact of incidents by
identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are
managed:
Incidents have an impact on users or business processes, and must be resolved so that normal
business activity can take place.
Problems are the causes of incidents therefore they require investigation and analysis to identify the
causes, develop workarounds, and recommend longer-term resolution. This reduces the number and
impact of future incidents.

Question: 330

Which Guiding principle says that it is not usually necessary to build something new?

A. Focus on value
B. start where you are
C. Progress iteratively with feedback
D. Think and work holistically

Answer: B
Explanation:

Question: 331

How are target resolution times used in the 'incident management' practice?

A. They are agreed, documented, and communicated to help set user expectations
B. They are established, reviewed, and reported to ensure that customers are happy with the service
C. They are initiated, approved, and managed to ensure that predictable responses are achieved
D. They are scheduled, assessed and authorized to reduce the risk of service failures

Answer: A

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Explanation:

Question: 332

Which statement about managing incidents is CORRECT?

A. Low impact incidents should be resolved efficiently, making logging unnecessary

B. The 'incident management' practice should use a single process regardless of the impact of the
incident
C. Low impact incidents should be resolved efficiently so the resource required is reduced
D. Incidents with the lowest impact should be resolved first

Answer: C
Explanation:

Question: 333

Which statement about the service value chain is CORRECT?

A. The service value chain converts value into demand

B. Each value chain activity uses different combinations of practices to convert inputs into outputs
C. Each value chain activity identifies a requirement for resources from an external supplier
D. The service value chain uses value streams to describe a combination of consumers and providers

Answer: B
Explanation:

Question: 334

What describes how components and activities work together to facilitate value creation?

A. The ITIL service value system

B. The ITIL guiding principles
C. The four dimensions of service management
D. A service relationship

Answer: A
Explanation:

Question: 335

Which practice involves the management of vulnerabilities that were not identified before the
service went live?

A. Service request management

B. Problem management

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C. Change control
D. Service level management

Answer: B
Explanation:

Question: 336

What should be considered as part of the 'partners and suppliers' dimension?

A. The level of integration and formality involved in the relationships between organizations
B. The activities, workflows, controls and procedures needed to achieve the agreed objectives
C. The information created, managed and used in the course of service provision and consumption
D. The required skills and competencies of teams and individual members of the organization

Answer: A
Explanation:

Question: 337

Which is a recommendation of the guiding principle 'think and work holistically'?

A. Conduct a review of existing service management practices and decide what to keep and what to
discard
B. Review how an improvement initiative can be organized into smaller, manageable sections that
can be completed in a timely manner
C. Review service management practices and remove any unnecessary complexity
D. Use the four dimensions of service management to ensure coordination of all aspects of an
improvement initiative

Answer: D
Explanation:

Question: 338

What impact does automation have on a service desk?

A. Less low level work and a greater ability to focus on user experience
B. Increased phone contact and a reduced ability to focus on user experience
C. Ability to work from multiple locations, geographically dispersed
D. Ability to work from a single centralised location

Answer: A
Explanation:

Question: 339

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What aspect of 'service level management' asks service consumers what their work involves and
how technology helps them?

A. Customer engagement
B. Operational metrics
C. Business metrics
D. Customer feedback

Answer: A
Explanation:

Question: 340

What can be used to determine if a service is 'fit for purpose'?

A. Availability
B. Warranty
C. Outcome
D. Utility

Answer: D
Explanation:

Question: 341

In service relationships, what is a benefit of identifying consumer roles?

A. It enables effective stakeholder management

B. It provides shared service expectations
C. It removes constraints from the customer
D. It enables a common definition of value

Answer: A
Explanation:

Question: 342

What varies in size and complexity, and uses functions to achieve its objectives?

A. A risk
B. An organization
C. A practice
D. An outcome

Answer: B

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Explanation:

Question: 343

Which includes governance, management practices, and continual improvement?

A. The service value system

B. The 'deliver and support' value chain activity
C. The 'focus on value' guiding principle
D. The 'value stream and processes' dimension

Answer: A
Explanation:

Question: 344

Which statement about service requests is CORRECT?

A. Complex service requests should be dealt with as normal changes

B. Service requests that require simple workflows should be dealt with as incidents
C. Service requests require workflows that should use manual procedures and avoid automation
D. Service requests are usually formalized using standard procedures for initiation, approval and
fulfilment

Answer: D
Explanation:

Question: 345

Which dimension focuses on relationships with other organizations that are involved in the design,
development, deployment and delivery of services?

A. Organizations and people

B. Information and technology
C. Partners and suppliers
D. Value streams and processes

Answer: C
Explanation:

Question: 346

What is defined as a change of state that has significance for the management of an IT service?

A. Event
B. Incident

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C. Problem
D. Known error

Answer: A
Explanation:

Question: 347

What can be described as an operating model for the creation and management of products and
services?

A. Governance
B. Service value chain
C. Guiding principles
D. Practices

Answer: B
Explanation:

Question: 348

Which is a low risk change that has been pre-approved so that no additional authorization is needed?

A. A standard change
B. A change model
C. An emergency change
D. A normal change

Answer: A
Explanation:

Question: 349

Which describes the 'plan' value chain activity?

A. It ensures a shared understanding of the current status and vision for all products and services
across the organization
B. It ensures that services are delivered and supported according to agreed specifications and
stakeholders expectations
C. It ensures that service components are available when and where they are needed, and meet
agreed specifications
D. It ensures continual improvement of products, services, and practices across all value chain
activities

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Answer: A
Explanation:

Question: 350

Which phase of problem management includes analysing incidents to look for patterns and trends?

A. Problem identification
B. Problem control
C. Error control
D. Post-implementation review

Answer: A
Explanation:

Question: 351

Which statement about the 'optimize and automate' guiding principle is CORRECT?

A. Activities should be automated before they are optimized

B. Automation is best applied to non-standard tasks
C. Technology eliminates the need for human intervention
D. Automation frees human resources for more complex activities

Answer: D
Explanation:

Question: 352

What is defined as any financially valuable component that can contribute to the delivery of a
service?

A. Configuration item
B. Product
C. IT asset
D. Event

Answer: C
Explanation:

Question: 353

Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's
specific circumstances?

A. Continual improvement

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B. Service value chain

C. Practices
D. Guiding principles

Answer: A
Explanation:

Question: 354

What is the MAIN benefit of 'problem management'?

A. Restoring normal service as quickly as possible

B. Reducing the number and impact of incidents
C. Maximizing the number of successful changes
D. Managing workarounds and known errors

Answer: D
Explanation:

Question: 355

Which guiding principle discourages 'silo activity'?

A. Focus on value
B. Start where you are
C. Collaborate and promote visibility
D. Keep it simple and practical

Answer: C
Explanation:

Question: 356

Which practice facilitates operational communication between the service provider organization and
users in the service consumer organization?

A. Service level management

B. Relationship management
C. Service desk
D. Monitoring and event management

Answer: C
Explanation:

Question: 357

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Which dimension considers the application of artificial intelligence to service management?

A. Organizations and people

B. Information and technology
C. Partners and suppliers
D. Value streams and processes

Answer: B
Explanation:

Question: 358

Which type of change is MOST LIKELY to be initiated as part of the 'service request management'
practice?

A. A normal change
B. An emergency change
C. A standard change
D. A change model

Answer: C
Explanation:

Question: 359

Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

A. Service providers are able to respond more quickly to customer needs

B. Bottlenecks in the service provider's workflow are identified.
C. The complexities of the service provider's IT systems are identified.
D. The service provider gains a better understanding of the customer experience.

Answer: A
Explanation:

Question: 360

Which costs are included in the value proposition of a service?

A. Additional expense that the service consumer has because they are using the service
B. Money that the service consumer no longer needs to spend because they are using the service
C. Tangible or intangible results for the service consumer because they are using the service
D. The benefits, usefulness. and importance of the service that are perceived by the service
consumer

Answer: D

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Explanation:

Question: 361

Which practice provides a communications point for users to report operational issues, queries and
requests?

A. Incident management
B. Continual improvement
C. Service desk
D. Relationship management

Answer: C
Explanation:

The purpose of the service desk practice is to capture demand for incident resolution and service
requests. It should also be the entry point and single point of contact for the service provider with all
of its users. It provides a clear path for users to report issues, queries, and requests, and have them
acknowledged, classified, owned, and actioned.
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Question: 362

Which BEST describes the purpose of the 'improve' value chain activity?

A. To organize a major improvement initiative into several smaller initiatives

B. To make new and improved services and features available for use
C. To ensure a shared understanding of the vision and improvement direction for all products and
services
D. To continually improve all products and services across all value chain activities

Answer: D
Explanation:

“The purpose of the improve value chain activity is to ensure continual improvement of products,
services, and practices across all value chain activities and the four dimensions of service
management.”

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Question: 363

Identify the missing word in the following sentence.

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A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect
on services

A. problem
B. risk
C. change
D. configuration item

Answer: C
Explanation:

Question: 364

Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

A. Organizations and people

B. Information and technology
C. Partners and suppliers
D. Value streams and processes

Answer: D
Explanation:

Value streams and processes focus mainly on those areas which ensure integration and coordination
of various actions and parts which contribute towards better value creation for the organization. This
dimension is more concerned about the way the organization has organized the activities or
processes and how it enables and ensures the value creation across all stakeholders.

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Question: 365

Which practice improves customer and user satisfaction by reducing the negative impact of service
interruptions?

A. Service request management

B. Service level management
C. Incident management
D. Change management

Answer: C
Explanation:

The purpose of incident management is to minimize the negative impact of incidents by restoring
normal service operation as quickly as possible. Incident management can have an enormous impact
on customer and user satisfaction, and the perception of those stakeholders of the service provider.
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Question: 366

Which of the four dimensions include, the knowledge bases needed to deliver and manage services?

A. Organizations and people

B. Information and technology
C. Partners and suppliers
D. Value streams and processes

Answer: B
Explanation:

This includes the information and technology needed to deliver services (servers, storage, networks,
databases, etc.) as well as the information and technology needed to manage those services (ITSM
tools, knowledge bases, configuration information, etc.).
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Question: 367

Which statement about the 'continual improvement model' is CORRECT?

A. Organizations should work through the steps of the model in the sequence in which they are
presented
B. The low of the model helps organizations to link improvements to its goals
C. The model is applicable to only certain parts of the service value system
D. Organizations should use an additional model or method to link improvements to customer value

Answer: A
Explanation:

Question: 368

Which describes a CORRECT approach to change authorization?

A. Changes included in the change schedule are pre-authorized and do not need additional
authorization
B. formal changes should be assessed and authorized before they are deployed
C. Emergency changes should be authorized by as many people as possible to reduce risk
D. formal changes are typically implemented as service requests and authorized by the service desk

Answer: B
Explanation:

Question: 369

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Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?

A. Executing improvement actions

B. Performing baseline assessments
C. Defining the improvement plan
D. Understanding the business mission

Answer: B
Explanation:

Question: 370

Which describe a 'change authority'?

A. a model used to determine who will assess a change

B. A person who approves a change
C. A tool used to help plan changes
D. A way to manage the people aspects of change

Answer: C
Explanation:

Question: 371

Which statement about output is correct?

A. They consist of several outcomes.

B. They capture customer demand for services
C. They contribute to the achievement of outcomes
D. They describes how the service performs.

Answer: C
Explanation:

Question: 372

Which statement about outcomes is CORRECT?

A. Outcomes rely on outputs to deliver results for a stakeholder.

B. Outcomes use activities to produce tangible or intangible deliverables.
C. Outcomes gives service consumers assurance of products or services
D. Outcomes help a service consumers to assess the cost of a specific activity

Answer: A

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Explanation:

Question: 373

Which is an activity of the 'problem management' practice?

A. Restoration of normal service operation as quickly as possible

B. Prioritization of problems based on the risk that they pose
C. Authorization of changes to resolve the cause of problems.
D. Resolution of incidents in a time that meet customer expectations

Answer: B
Explanation:

Question: 374

Which practice has the purpose of ensuring that the organization’s suppliers and their performance
and
managed appropriately to support the provision of seamless, quality products and services?

A. Release management
B. Supplier management
C. Service management
D. Relationship management

Answer: B
Explanation:

Question: 375

Which will help solve incidents more quickly?

A. Target resolution times

B. Escalating all incidents to support teams
C. Collaboration between teams
D. Detailed procedural steps for incident investigation

Answer: C
Explanation:

Question: 376

Which practice is most likely to benefit from the use of chatbots?

A. Service level management

B. Change enablement

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C. Continual improvement
D. Service desk

Answer: D
Explanation:

Question: 377

Where are the details of the required performance outcomes of a service denned?

A. Service level agreements

B. Service requests
C. Service components
D. Service offerings

Answer: A
Explanation:

Question: 378

Which value chain activity ensures a shared understanding of the current status and required
direction for all products and services?

A. Plan
B. Improve
C. Design and transition
D. Deliver and support

Answer: A
Explanation:

Question: 379

Which two practices interact the MOST with the service desk practice?

A. Incident management and service request management

B. Service request management and deployment management
C. Deployment management and change enablement
D. Change enablement and incident management

Answer: A
Explanation:

Question: 380

What type of change is MOST likely to be managed as a service request?

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A. A standard change
B. A normal change
C. An emergency change
D. An organizational change

Answer: B
Explanation:

Question: 381

Which is an activity of the 'incident management" practice?

A. Assessing and prioritizing improvement opportunities

B. Performing service reviews with customers
C. Providing good-quality updates when expected
D. Automating service requests to the greatest degree possible

Answer: A
Explanation:

Question: 382

Which principle concentrates on service consumers?

A. Start where you are

B. Optimize and automate
C. Keep it simple
D. Focus on value

Answer: D
Explanation:

Question: 383

Which is included in the purpose of the 'change enablement' practice?

A. Make new and changed services available for use

B. Ensure that risks have been property assessed
C. Record and report selected changes of state
D. Plan and manage the full lifecycle of all IT assets

Answer: B
Explanation:

Question: 384

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Which activity is part of the 'continual improvement' practice?

A. Identifying the cause of incidents and recommending related improvements

B. Authorizing changes to implement improvements
C. Logging and managing incidents that result in improvement opportunities
D. Making business cases for improvement action

Answer: A
Explanation:

Question: 385

Which practice ensures that any addition, modification, or removal of anything that could have an
effect on services is assessed and authorized?

A. Deployment management
B. Release management
C. Change enablement
D. Service configuration management

Answer: C
Explanation:

Question: 386

Which is the BEST example of a standard change?

A. The review and authorization of a change requested by a customer

B. The implementation of a critical software patch in response to a vendor security Issue
C. The Installation of a software application in response to a service request
D. The replacement of a component in response to a major incident

Answer: C
Explanation:

Question: 387

Which can act as an operating model for an organization?

A. The four dimensions of service management

B. The service value chain
C. The ITIL guiding principles
D. Continual improvement

Answer: B

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Explanation:

Question: 388

Which practice recommends the use of event-based surveys to gather feedback from customers?

A. Service level management

B. Change enablement
C. Service request management
D. Problem management

Answer: A
Explanation:

Question: 389

Which guiding principle leads to a faster response to customer needs by timeboxing activities and
learning from the outputs of previous activities?

A. Focus on value
B. Progress iteratively with feedback
C. Collaborate and promote visibility
D. Optimize and automate

Answer: B
Explanation:

Question: 390

Which practice has a purpose that deludes maximizing the number of successful additions
modifications, or removals of anything that could have an effect on a service?

A. Service request management

B. Incident management
C. Service desk
D. Change enablement

Answer: D
Explanation:

Question: 391

In which situation will incident management USUALLY use a separate process?

A. Where no target resolution time exists

B. For low impact incidents

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C. Where the cause must be diagnosed

D. For information security incidents

Answer: D
Explanation:

Question: 392

Which practice minimizes the impact on normal service operation by managing resources in
response to unplanned reductions in service quality?

A. Incident management
B. Change enablement
C. Service level management
D. Continual improvement

Answer: A
Explanation:

Question: 393

Which practice makes use of methods from Lean. Agile and DevOps?

A. Service desk
B. Continual improvement
C. Problem management
D. Incident management

Answer: B
Explanation:

Question: 394

Identify the missing word in the following sentence.

Sponsor is the role that authorizes budget for service [?)

A. value
B. consumption
C. management
D. provision

Answer: B
Explanation:

Question: 395

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Which statement about service offerings is CORRECT?

A. The same product can be used as a basis for more than one service offering
B. Service offerings include the transfer of goods from the consumer to the prowler
C. Service offerings describe how providers and consumers cooperate to co-create value
D. Each service should be described to consumers as a single service offering

Answer: A
Explanation:

Question: 396

Which is a use of a change schedule?

A. Speeding up the planning and authorization of emergency changes

B. Providing information about deployed changes to help manage incidents and problems
C. Providing a means of initiating and assessing normal changes
D. Tracking and managing improvement ideas from identification through to final action

Answer: B
Explanation:

Question: 397

Which statement about value streams is CORRECT?

A. Each value stream must include all six value chain activities
B. Each value stream must be designed for a specific scenario
C. Each value stream must include all 34 ITIL practices
D. Each value stream must include suppliers or partners

Answer: B
Explanation:

Question: 398

Which is part of the value proposition of a service?

A. Costs removed from the consumer by the service

B. Costs imposed on the consumer by the service
C. Outputs of the service received by the consumer
D. Risks imposed on the consumer by the service

Answer: A
Explanation:

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Question: 399

Why should a service level manager carry out regular service reviews?

A. To ensure that agreements are written simply and are easy to understand
B. To collect information about service consumer goals and objectives
C. To capture information about service issues and performance against agreed goals
D. To ensure continual improvement of services, so that they meet the evolving needs of service
consumers

Answer: C
Explanation:

Question: 400

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?

A. Problem
B. Incident
C. Event
D. Known error

Answer: A
Explanation:

Question: 401

Which value chain activity ensures that ongoing service activity meets user expectations?

A. Plan
B. Engage
C. Obtain/build
D. Deliver and support

Answer: D
Explanation:

Question: 402

Which practice's purpose includes creating closer more collaborative relationships?

A. Supplier management
B. Information security management
C. Release management
D. Service configuration management

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Answer: A
Explanation:

Question: 403

Which TWO are inputs to the service value system?

1 Demand
2 Products
3 Value
4 Opportunity

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Answer: D
Explanation:

Question: 404

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.

A. Service level manager

B. Service desk agent
C. Change authority
D. Problem analyst

Answer: A
Explanation:

Question: 405

Which is the addition, modification or removal of anything that could have an effect on services?

A. A change
B. An event
C. An incident
D. A problem

Answer: A
Explanation:

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Question: 406

Which guiding principle recommends consideration of the four dimensions in order to make
something as effective and as useful as it needs to be?

A. Focus on value
B. Start where you are
C. Think and work holisocally
D. Optimize and automate

Answer: D
Explanation:

Question: 407

Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and
chatbots?

A. Service desk
B. Continual improvement
C. Problem management
D. Incident management

Answer: A
Explanation:

Question: 408

What is a problem that has been analysed but has not been resolved?

A. Workaround
B. Incident
C. Known error
D. Event

Answer: C
Explanation:

Question: 409

Which is described by the 'organizations and people' dimension of service management?

A. Workflows and controls

B. Communication and collaboration
C. Inputs and outputs

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D. Contracts and agreements

Answer: B
Explanation:

Question: 410

Which facilitates outcomes that customers want to achieve?

A. Service
B. Warranty
C. Organization
D. IT asset

Answer: A
Explanation:

Question: 411

Which practice recommends that organizations develop competencies »n techniques such as

strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?

A. Incident management
B. Continual improvement
C. Service request management
D. Change enablement

Answer: B
Explanation:

Question: 412

Which ITIL concept helps an organization to make good decisions?

A. Four dimensions of service management

B. Guiding principles
C. Service value chain
D. Practices

Answer: B
Explanation:

Question: 413

Which is a recommendation for applying the guiding principle 'keep it simple and practical?

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A. Communicate in a way the audience can hear

B. Sometimes nothing from the current state can be re used
C. If a practice is easier to follow it is more likely to be adopted
D. Fast does not mean incomplete

Answer: C
Explanation:

Question: 414

Which practice has a purpose that includes responding to conditions that could lead to potential
faults or incidents?

A. Incident management
B. Service request management
C. Monitoring and event management
D. Change enablement

Answer: C
Explanation:

Question: 415

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.

A. Service level manager

B. Service desk agent
C. Change authority
D. Problem analyst

Answer: B
Explanation:

Question: 416

Which practice nurtures links with stakeholders at strategic and tactical levels'?

A. Supplier management
B. Relationship management
C. Continual improvement
D. Service level management

Answer: B
Explanation:

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Question: 417

Which is a way of applying the guiding principle 'focus on value'?

A. Understanding how service consumers use services

B. Comprehending the whole, but doing something
C. Recognizing the complexity of systems
D. Doing fewer things, but doing them better

Answer: A
Explanation:

Question: 418

Which of the following is NOT recommended by the guiding principle 'start where you are?

A. Asking questions that appear to be stupid

B. Identifying what is available to be leveraged
C. Building something completely new
D. Collecting data directly from the source

Answer: C
Explanation:

Question: 419

Which is a use of a continual improvement register?

A. Planning changes, assisting in communication, avoiding conflicts, and assigning resources

B. Selecting the right method, model or technique for identifying improvements
C. Tracking and managing improvement ideas from identification through to final action
D. Describing the services designed to meet the needs of a consumer group

Answer: C
Explanation:

Question: 420

Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly
communicated?

A. Incident management
B. Service level management
C. Problem management
D. Service request management

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Answer: D
Explanation:

Question: 421

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

A. 1 and2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Answer: A
Explanation:

Question: 422

How can a service consumer contnbute to the reduction of nsk?

A. By providing the service in accordance with requirements

B. By ensuring that the service provider's resources are correctly configured
C. By fully understanding then own requirements for the service
D. By managing the detailed level of risk on behalf of the service provider

Answer: C
Explanation:

Question: 423

In which case would a problem be logged?

A. When the cause is identified but not resolved

B. After analysis of error information from a supplier
C. When a user reports an unplanned service interruption
D. Alter a workaround is identified and documented

Answer: A
Explanation:

Question: 424

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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 p\. and the CIs that support them, is available when and
where it is needed

A. organizations
B. outcomes
C. relationships
D. services

Answer: D
Explanation:

Question: 425

Which practice helps to ensure that the services delivered to customers are aligned with their needs?

A. Service request management

B. Change enablement
C. Problem management
D. Service level management

Answer: D
Explanation:

Question: 426

Which service request management decisions require that policies are established'?

A. Deciding how degradations of service are resolved

B. Deciding how to handle service requests where the steps are unknown
C. Deciding which service requests require approval
D. Deciding when workarounds should be used

Answer: C
Explanation:

Question: 427

Which dimension of service management considers how activities are coordinated?

A. Organizations and people

B. Information and technology
C. Partners and suppliers
D. Value streams and processes

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Answer: D
Explanation:

Question: 428

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?

A. Incident management
B. Service level management
C. Service request management
D. Change enablement

Answer: C
Explanation:

Question: 429

Which practices is MOST associate with the use of empathy to understand users?

A. Service desk
B. Continual improvement
C. Service level management
D. Change enablement

Answer: A
Explanation:

Question: 430

Identify the missing word in the following sentence.

A customer define is the [?] for a service and takes responsibility for the outcomes of service
consumption.

A. Requirements
B. Resources
C. Suppliers
D. products

Answer: A
Explanation:

Question: 431

Which of the following ensures that a service provider and a service consumer continually co-create
value?

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A. Service consumption
B. Service offerings
C. Change enablement
D. Service relationship management

Answer: D
Explanation:

Question: 432

What type of chance is often used for resolving incidents or implementing security patches?

A. Slandaid uhar ye
B. Normal change
C. Emergency change
D. Change model

Answer: C
Explanation:

Question: 433

Which of the following includes configuring components and activities to facilitate outcomes for
stakeholders?

A. Service relationship management

B. Service consumption
C. The service value system
D. The'release management' practice

Answer: C
Explanation:

Question: 434

Which statement about outcomes is CORRECT9

A. Outcomes enable products to be delivered to a stakeholder

B. An outcome defines the amount of money spent on technology for a service
C. An outcome depends on at least one output to deliver a result
D. Outcomes provide assurance to stakeholders on how a service performs

Answer: C
Explanation:

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Question: 435

Which phase of problem management includes the regular assessment of the effectiveness of
workarounds?

A. Problem identification
B. Problem control
C. Error control
D. Problem analysis

Answer: C
Explanation:

Question: 436

Which of the following is included in the purpose of the 'continual improvement' printer?

A. The restoration of normal service operation as quickly as possible

B. The establishment of Inks between the organization and its stakeholders at strategic and tactical
levels
C. The alignment of the organization's practices and services with changing business needs
D. The reduction of the likelihood and impact of incidents

Answer: C
Explanation:

Question: 437

Which is included in the purpose of the 'improve' value chain activity?

A. Ensuring the continual improvement of practices across all value chain activities
B. Ensuring that services continually meet expectations for quality, costs, and lime to market
C. Ensuring a shared understanding of the improvement direction for services across the organization
D. Ensuring continual engagement and good relationships with all stakeholders

Answer: A
Explanation:

Question: 438

Which is the BEST type of resource for investigating complex incidents?

A. Self-help systems
B. Knowledgeable support staff
C. Detailed work instructions
D. Disaster recovery plans

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Answer: B
Explanation:

Question: 439

Which TWO of the following statements are MOST associated with the optimize and automate'
guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of
stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are
related.
3. Organizations should consider whether technology could improve the eficiency o' manual
processes.
4 It is important to understand the organization's objectives when assessing the impact of potential
improvements.

A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Answer: C
Explanation:

Question: 440

Which statement about emergency changes is CORRECT?

A. Emergency changes are low risk and well understood

B. Authorization of emergency changes may be deferred until after implementation
C. It is necessary to complete all documentation before an emergency charge is implemented
D. Emergency changes are not usually recorded in the change schedule

Answer: D
Explanation:

Question: 441

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?

A. Keep it simple and practical

B. Think and work holistically
C. Star: where you are

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D. Progress iteratively with feedback

Answer: A
Explanation:

Question: 442

A service will be unavailable for the next two hours for unplanned maintenance. Which practice is
MOST LIKELY to be involved in managing this?

A. Incident management
B. Problem management
C. Change enablement
D. Service request management

Answer: A
Explanation:

Question: 443

What is defined as "the role that uses services?

A. Service consumer
B. Customer
C. User
D. Sponsor

Answer: C
Explanation:

Question: 444

Which is an example are problem control activity?

A. Reviewing incident records to identify trends

B. Implementing a technical fix to resolve an issue
C. Re-assessing a known error to understand the ongoing impact
D. Documenting the steps in a workaround

Answer: D
Explanation:

Question: 445

What should remain uonslani within an organization, even when the organization's objectives
change?

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A. Outputs
B. Guiding principles
C. Service offerings
D. Outcomes

Answer: B
Explanation:

Question: 446

Which is a key element of :he 'think and work holistically' guiding principle?

A. Assessing which procedures can be re-used when improving a service

B. Understanding the methods applicable to complex systems
C. Eliminating metrics which do not contribute to achieving an objective
D. Using technology for standard tasks to give people time for complex activities

Answer: B
Explanation:

Question: 447

Which of the following is the MOST important 'or effective incident management?

A. Collaboration tools and techniques

B. Balanced scorecard review
C. Automated pipelines
D. A variety of access channels

Answer: A
Explanation:

Question: 448

Which practice handles all pre-defined user-initiated service actions?

A. Deployment management
B. Incident management
C. Service level management
D. Service request management

Answer: D
Explanation:

Question: 449

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Which is the MOST important stakeholder group that a service provider needs to collaborate with?

A. Suppliers
B. Customers
C. Relationship managers
D. Developers

Answer: B
Explanation:

Question: 450

Which activity is NOT recommended by the start where you are' guiding principle?

A. Involving people who are not familiar with a service when observing and assessing its activities
B. Applying risk management when considering to introduce new processes
C. Using source data to avoid any unintentional data distortion found in reports
D. Discarding existing processes before assessing their usefulness

Answer: D
Explanation:

Question: 451

Which is a key requirement for successful service level agreements (SLAs)?

A. They should be written using language and terms v/hich all parties will understand
B. They should be based on system-based metrics which are useful to the service provider
C. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
D. They should avoid ambiguous targets such as those relating to user experience

Answer: A
Explanation:

Question: 452

Which is an example o' a service request?

A. A request for normal operation to be restored

B. A request to implement a security patch
C. A request tor access to a file
D. A request to investigate the cause of an incident

Answer: C
Explanation:

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Question: 453

Which of the four dimensions focuses or managing data in compliance with industry regulations?

A. Partners and suppliers

B. Organizations and people
C. Value streams and processes
D. Information and technology

Answer: D
Explanation:

Question: 454

When using the ITIL continual improvement model, which information should be produced by an
organization in order to understand where the organization is now?

A. Business objectives
B. Improvement plans
C. Assessment results
D. KPI reports

Answer: D
Explanation:

Question: 455

For which purpose would the continual improvement practice use a SWOT analysis?

A. Understanding the current state

B. Defining the future desired state
C. Tracking and managing ideas
D. Ensuring everyone actively participates

Answer: A
Explanation:

Question: 456

Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills

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A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Answer: A
Explanation:

Question: 457

Which is CORRECT about change authorization?

A. A change authority is assigned each time a standard change is requested

B. Emergency changes are authorized by the technician making the change
C. Assignment of the change authority is based on the charge type and model
D. The chance authority will ensure changes are authorized after they are deployed

Answer: C
Explanation:

Question: 458

What term is used to describe the functionality of a service?

A. Output
B. Outcome
C. Utility
D. Warranty

Answer: A
Explanation:

Question: 459

Identity the missing word(s) in the blowing 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 [?].

A. events
B. charges
C. IT assets
D. known errors

Answer: D
Explanation:

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Question: 460

Which dimension of service management includes consideration of the type of relationship required
with other organizations involved in the design and delivery of services?

A. Organizations and people

B. Information and technology
C. Partners and suppliers
D. Value streams and processes

Answer: D
Explanation:

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