EXAMTOPICS

Blue – community answer

Red – examtopics answer
1. 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
1. 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
2. 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 fulfilment workflow
D. To set user expectations for fulfilment times
2. 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 fulfilment workflow
D. To set user expectations for fulfilment times
3. 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
3. 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
4. Which gives a user access to a system?

A. Service requirement
B. Service agreement
C. Service consumption
D. Service provision
4. Which gives a user access to a system?

A. Service requirement
B. Service agreement
C. Service consumption
D. Service provision
5. 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
5. 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
6. 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
6. 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
7. 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
7. 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
8. Which practice involves the management of vulnerabilities that
were not identified before the service went live?

A. Service request management

B. Problem management
C. Change control
D. Service level management
8. Which practice involves the management of vulnerabilities that
were not identified before the service went live?

A. Service request management

B. Problem management
C. Change control
D. Service level management
9. 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
9. 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
10. 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
10. 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
11. 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
11. 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
12. Which practice makes new services available for use?

A. Change enablement
B. Release management
C. Deployment management
D. IT asset management
12. Which practice makes new services available for use?

A. Change enablement
B. Release management
C. Deployment management
D. IT asset management
13. 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
13. 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
14. 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
14. 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
15. 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
15. 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
16. 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'
16. 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'
17. 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 centralized location
17. 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 centralized location
18. 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
18. 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
19. 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
19. 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
20. 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
20. 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
21. What can be used to determine if a service is 'fit for purpose'?

A. Availability
B. Warranty
C. Outcome
D. Utility
21. What can be used to determine if a service is 'fit for purpose'?

A. Availability
B. Warranty
C. Outcome
D. Utility
22. 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
22. 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
23. 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
23. 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
24. What term is used to describe whether a service will meet
availability, capacity and security requirements?

A. Outcomes
B. Value
C. Utility
D. Warranty
24. What term is used to describe whether a service will meet
availability, capacity and security requirements?

A. Outcomes
B. Value
C. Utility
D. Warranty
25. 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
25. 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
26. 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
26. 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
27. 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 control
C. Relationship management
D. Service desk
27. 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 control
C. Relationship management
D. Service desk
28. 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
28. 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

Blue – community answer

Red – examtopics answer
29. 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
29. 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
30. 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 control
D. Service configuration management
30. 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 control
D. Service configuration management
31. 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
31. 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
32. 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
32. 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

Blue – community answer

Red – examtopics answer
33. 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
33. 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

Blue – community answer

Red – examtopics answer
34. 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 meets customer
expectations
34. 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 meets customer
expectations
35. Which practice is MOST likely to benefit from the use of
chatbots?

A. Service level management

B. Change enablement
C. Continual improvement
D. Service desk
35. Which practice is MOST likely to benefit from the use of
chatbots?

A. Service level management

B. Change enablement
C. Continual improvement
D. Service desk
36. Where are the details of the required performance outcomes of
a service defined?

A. Service level agreements

B. Service requests
C. Service components
D. Service offerings
36. Where are the details of the required performance outcomes of
a service defined?

A. Service level agreements

B. Service requests
C. Service components
D. Service offerings
37. 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
37. 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
38. Which practice has the purpose of ensuring that the
organization's suppliers and their performance are managed
appropriately to support the provision of seamless, quality products
and services?
A. Release management
B. Supplier management
C. Service management
D. Relationship management
38. Which practice has the purpose of ensuring that the
organization's suppliers and their performance are managed
appropriately to support the provision of seamless, quality products
and services?
A. Release management
B. Supplier management
C. Service management
D. Relationship management
39. 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
39. 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
40. 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
40. 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
41. Identify the missing words in the following sentence:

A. an organization
B. a role
C. a team
D. a supplier
41. Identify the missing words in the following sentence:

A. an organization
B. a role
C. a team
D. a supplier
42. 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 properly assessed
C. Record and report selected changes of state
D. Plan and manage the full lifecycle of all IT assets
42. 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 properly assessed
C. Record and report selected changes of state
D. Plan and manage the full lifecycle of all IT assets
43. 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
43. 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
44. 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?
44. 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?
45. 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
45. 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
46. 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 fulfilment should be automated as
much as possible
C. Service requests that cannot be automated should be handled
as problems
D. Service requests and their fulfilment should be carried out by
service desk staff without automation
46. 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 fulfilment should be automated as
much as possible
C. Service requests that cannot be automated should be handled
as problems
D. Service requests and their fulfilment should be carried out by
service desk staff without automation
47. 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
47. 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
48. 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
48. 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
49. 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
49. 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
50. 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 enablement
50. 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 enablement
51. 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
51. 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
52. A service offering may include goods, 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 a user
52. A service offering may include goods, 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 a user
53. 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. Normal 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. Normal changes are typically implemented as service requests
and authorized by the service desk
53. 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. Normal 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. Normal changes are typically implemented as service requests
and authorized by the service desk
54. Which statement about a service value stream is CORRECT?

A. It uses prescriptive inputs and outputs

B. It is a value chain activity
C. It integrates practices for a specific scenario
D. It is used to provide governance
54. Which statement about a service value stream is CORRECT?

A. It uses prescriptive inputs and outputs

B. It is a value chain activity
C. It integrates practices for a specific scenario
D. It is used to provide governance

Red – examtopics answer

Orange – Answer ko
55. Which statement about outputs 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 describe how the service performs
55. Which statement about outputs 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 describe how the service performs
56. Which is an example of a business related measurement?

A. The number of passengers checked in

B. The average time to respond to change requests
C. The average resolution time for incidents
D. The number of problems resolved
56. Which is an example of a business related measurement?

A. The number of passengers checked in

B. The average time to respond to change requests
C. The average resolution time for incidents
D. The number of problems resolved
57. 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
57. 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
58. 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
58. 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
59. What is the 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)
59. What is the 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)
60. 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
60. 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
61. 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
61. 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
62. 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
62. 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
63. 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
63. 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
64. 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
64. 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
65. 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
65. 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
66. 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
66. 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
67. 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
67. 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
68. 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
68. 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
69. What is a change schedule PRIMARILY 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
69. What is a change schedule PRIMARILY 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
70. Which role approves the cost of services?

A. User
B. Change authority
C. Sponsor
D. Customer
70. Which role approves the cost of services?

A. User
B. Change authority
C. Sponsor
D. Customer
71. 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, fulfil
D. Acknowledge, classify, own
71. 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, fulfil
D. Acknowledge, classify, own
72. 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
72. 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
73. 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
73. 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
74. 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
74. 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
75. Which value chain activity ensures that service components
meet agreed specifications?

A. Plan
B. Design and transition
C. Obtain/build
D. Deliver and support
75. Which value chain activity ensures that service components
meet agreed specifications?

A. Plan
B. Design and transition
C. Obtain/build
D. Deliver and support
76. What includes governance as a component?

A. Practices
B. The service value chain
C. The service value system
D. The guiding principles
76. What includes governance as a component?

A. Practices
B. The service value chain
C. The service value system
D. The guiding principles
77. 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
77. 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
78. 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 incident
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)
78. 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 incident
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)
79. Which guiding principle is PRIMARILY concerned with end-to-
end service delivery?

A. Focus on value
B. Think and work holistically
C. Optimize and automate
D. Collaborate and promote visibility
79. Which guiding principle is PRIMARILY concerned with end-to-
end service delivery?

A. Focus on value
B. Think and work holistically
C. Optimize and automate
D. Collaborate and promote visibility
80. What are typically recognized through notifications created by
an IT service, CI or monitoring tool?

A. Incidents
B. Problems
C. Events
D. Requests
80. What are typically recognized through notifications created by
an IT service, CI or monitoring tool?

A. Incidents
B. Problems
C. Events
D. Requests
81. Which dimension considers data security and privacy?

A. Organizations and people

B. Information and technology
C. Partners and suppliers
D. Value streams and processes
81. Which dimension considers data security and privacy?

A. Organizations and people

B. Information and technology
C. Partners and suppliers
D. Value streams and processes
82. Which term relates to service levels aligned with the needs of
service consumers?

A. Service management
B. Warranty
C. Cost
D. Utility
82. Which term relates to service levels aligned with the needs of
service consumers?

A. Service management
B. Warranty
C. Cost
D. Utility
83. Which directly assists with the diagnosis and resolution of
simple incidents?

A. Scripts for collecting user information

B. Use of shift working patterns
C. Fulfilment of service requests
D. Creation of a temporary team
83. Which directly assists with the diagnosis and resolution of
simple incidents?

A. Scripts for collecting user information

B. Use of shift working patterns
C. Fulfilment of service requests
D. Creation of a temporary team
84. 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
84. 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
85. 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
85. 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

Blue – community answer

Red – examtopics answer
86. 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
86. 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
87. 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
87. 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
88. 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
88. 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
89. 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
89. 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
90. 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
90. 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
91. 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
91. 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
92. 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
92. 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
93. What can a service remove from the consumer and impose on
the consumer?

A. Utility
B. Asset
C. Cost
D. Outcome
93. What can a service remove from the consumer and impose on
the consumer?

A. Utility
B. Asset
C. Cost
D. Outcome
94. What does 'change enablement' PRIMARILY focus on?

A. Changes to service levels

B. Changes to products and services
C. Changes to organizational structure
D. Changes to skills and competencies
94. What does 'change enablement' PRIMARILY focus on?

A. Changes to service levels

B. Changes to products and services
C. Changes to organizational structure
D. Changes to skills and competencies
95. 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
95. 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
96. 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
96. 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
97. 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
97. 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
98. 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
98. 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
99. 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
99. 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
100. 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
100. 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
101. Which two practices use workarounds?

A. Change enablement and continual improvement

B. Change enablement and problem management
C. Problem management and incident management
D. Incident management and continual improvement
101. Which two practices use workarounds?

A. Change enablement and continual improvement

B. Change enablement and problem management
C. Problem management and incident management
D. Incident management and continual improvement
102. 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
102. 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
103. 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
103. 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
104. 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
104. 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
105. What is defined as a change of state that has significance for
the management of an IT service?

A. Event
B. Incident
C. Problem
D. Known error
105. What is defined as a change of state that has significance for
the management of an IT service?

A. Event
B. Incident
C. Problem
D. Known error
106. Which dimension includes the knowledge needed for the
management of services?

A. Organizations and people

B. Information and technology
C. Partners and suppliers
D. Value streams and processes
106. Which dimension includes the knowledge needed for the
management of services?

A. Organizations and people

B. Information and technology
C. Partners and suppliers
D. Value streams and processes
107. 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
107. 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
108. Which guiding principle focuses on reducing costs and human
errors?

A. Focus on value
B. Collaborate and promote visibility
C. Optimize and automate
D. Think and work holistically
108. Which guiding principle focuses on reducing costs and human
errors?

A. Focus on value
B. Collaborate and promote visibility
C. Optimize and automate
D. Think and work holistically
109. 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
109. 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
110. 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
110. 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
111. 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
111. 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
112. 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 support the agreed quality of a service by handling all
agreed, user-initiated service requests
D. To set clear business-based targets for service levels
112. 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 support the agreed quality of a service by handling all
agreed, user-initiated service requests
D. To set clear business-based targets for service levels
113. What describes the steps needed to create and deliver a
specific service to a consumer?

A. Service management
B. Practices
C. A value stream
D. Service level management
113. What describes the steps needed to create and deliver a
specific service to a consumer?

A. Service management
B. Practices
C. A value stream
D. Service level management
114. 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
114. 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
115. 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
115. 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

Blue – community answer

Red – examtopics answer
116. Which does the ITIL service value system discourage?

A. Coordinated authorities and responsibilities

B. Organizational silos
C. Interfaces among practices
D. Organizational agility
116. Which does the ITIL service value system discourage?

A. Coordinated authorities and responsibilities

B. Organizational silos
C. Interfaces among practices
D. Organizational agility
117. An SLA is a service level agreement. Which describes the
'watermelon SLA' effect?

A. A single SLA defines target service levels for multiple

customers, 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 customers to see that the
service provider is doing a really good job, so this improves
satisfaction
117. An SLA is a service level agreement. Which describes the
'watermelon SLA' effect?

A. A single SLA defines target service levels for multiple

customers, 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 customers to see that the
service provider is doing a really good job, so this improves
satisfaction
118. 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
118. 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
119. 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
119. 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
120. 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
120. 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
121. 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
121. 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
122. Which practice establishes a channel between the service
provider and its users?

A. Relationship management
B. Change enablement
C. Supplier management
D. Service desk
122. Which practice establishes a channel between the service
provider and its users?

A. Relationship management
B. Change enablement
C. Supplier management
D. Service desk
123. 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
123. 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
124. Which practice has a purpose that includes maximizing
success by ensuring that risks have been properly assessed?

A. Relationship management
B. Change enablement
C. Release management
D. Monitoring and event management
124. Which practice has a purpose that includes maximizing
success by ensuring that risks have been properly assessed?

A. Relationship management
B. Change enablement
C. Release management
D. Monitoring and event management
125. 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
125. 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
126. 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
126. 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
127. 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. They co-create value for service providers by reducing costs
and risks
127. 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. They co-create value for service providers by reducing costs
and risks
128. Which guiding principle says that services and processes
should NOT provide a solution for every exception?

A. Keep it simple and practical

B. Collaborate and promote visibility
C. Think and work holistically
D. Optimize and automate
128. Which guiding principle says that services and processes
should NOT provide a solution for every exception?

A. Keep it simple and practical

B. Collaborate and promote visibility
C. Think and work holistically
D. Optimize and automate
129. 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
129. 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
130. Identify the missing words 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
130. Identify the missing words 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
131. Which practice requires skills and competencies related to
business analysis, supplier management and relationship
management?

A. Incident management
B. Monitoring and event management
C. Service level management
D. IT asset management
131. Which practice requires skills and competencies related to
business analysis, supplier management and relationship
management?

A. Incident management
B. Monitoring and event management
C. Service level management
D. IT asset management
132. 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
132. 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
133. What is a configuration item?

A. Any financially valuable component that can contribute to the

delivery of an IT product or service
B. Any change of state that has significance for the management
of a service
C. Any component that needs to be managed in order to deliver an
IT service
D. A problem that has been analyzed but has not been resolved
133. What is a configuration item?

A. Any financially valuable component that can contribute to the

delivery of an IT product or service
B. Any change of state that has significance for the management
of a service
C. Any component that needs to be managed in order to deliver an
IT service
D. A problem that has been analyzed but has not been resolved
134. Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should
start by considering [?].

A. existing information
B. new methods
C. additional measurements
D. revised processes
134. Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should
start by considering [?].

A. existing information
B. new methods
C. additional measurements
D. revised processes
135. 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
135. 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
136. Which dimension of service management considers the
workflows and controls needed to deliver services?

A. Organizations and people

B. Information and technology
C. Partners and suppliers
D. Value streams and processes
136. Which dimension of service management considers the
workflows and controls needed to deliver services?

A. Organizations and people

B. Information and technology
C. Partners and suppliers
D. Value streams and processes
137. Which guiding principle considers how the steps of a process
can be performed as efficiently as possible?

A. Focus on value
B. Start where you are
C. Think and work holistically
D. Optimize and automate
137. Which guiding principle considers how the steps of a process
can be performed as efficiently as possible?

A. Focus on value
B. Start where you are
C. Think and work holistically
D. Optimize and automate
138. 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
138. 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
139. 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
139. 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
140. 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
140. 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
141. Which statement about problems is CORRECT?

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
141. Which statement about problems is CORRECT?

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
142. 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
142. 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
143. 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
143. 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
144. 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
144. 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
145. 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
145. 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
146. 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
146. 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
147. 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?
147. 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?
148. Which describes 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
148. Which describes 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
149. Which is NOT a component of the service value system?

A. The service value chain

B. Opportunity and demand
C. Continual improvement
D. Governance
149. Which is NOT a component of the service value system?

A. The service value chain

B. Opportunity and demand
C. Continual improvement
D. Governance
150. 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
150. 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
151. 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 and learning
D. To provide links to related changes and known errors
151. 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 and learning
D. To provide links to related changes and known errors
152. 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
152. 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
153. 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
153. 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
154. 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
C. Think and work holistically
D. Keep it simple and practical
154. 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
C. Think and work holistically
D. Keep it simple and practical
155. 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
155. 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
156. 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 give service consumers assurance of products or
services
D. Outcomes help a service consumer to assess the cost of a
specific activity
156. 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 give service consumers assurance of products or
services
D. Outcomes help a service consumer to assess the cost of a
specific activity
157. Which skill is required by the 'service level management'
practice?

A. Supplier management
B. Technical expertise
C. Event monitoring
D. Problem management
157. Which skill is required by the 'service level management'
practice?

A. Supplier management
B. Technical expertise
C. Event monitoring
D. Problem management
158. 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 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
158. 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 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
159. 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
159. 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

Blue – community answer

Red – examtopics answer
160. Which practice has a purpose that includes managing risks
relating to confidentiality, integrity and availability?

A. Change enablement
B. Problem management
C. Information security management
D. Service configuration management
160. Which practice has a purpose that includes managing risks
relating to confidentiality, integrity and availability?

A. Change enablement
B. Problem management
C. Information security management
D. Service configuration management
161. 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
161. 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
162. 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
162. 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
163. 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
164. 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
165. 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
D. Keep it simple and practical
166. 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 Most Voted
C. detailed procedures
D. a value chain activity