Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
Which is described by the ‘organizations and people’ dimension of service management?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
A user wants to know how to create a report so they come into contact with the service desk.
Which practice is MOST likely to help with the solution of this issue?
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
Which statement about the purpose of the Monitoring and event management practice is TRUE?
Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce me likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [p] and known errors.
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
Which component is focused on the activities needed by an organization to help it co-create value?
Which of the four dimensions focuses on roles, responsibilities, and systems of authority?
Which value chain activity is concerned with the availability of service components?
Which term is used to describe removing something that could have an effect on a service?
What are the KEY stakeholder groups mat service providers should cooperate with?
Which is the addition, modification or removal of anything that could have an effect on services?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
What ensures that service providers and service consumers continue to create value together?
Which of the four dimensions’ focuses on roles responsibilities and systems of authority?
Which practice guarantees that users nave a range of access channels to choose from to report problems?
Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity
Which is a financially valuable component that can contribute to the delivery of a service?
When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
Where are the details of the required performance outcomes of a service denned?
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
Which practice involves the management of vulnerabilities that were not identified before the service went live?
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
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
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
Which practice has a strong influence on the user experience and perception of the service provider?
Which practice provides a communications point for users to report operational issues, queries and requests?
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.
Identify the missing word in the following sentences.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?
Which dimension of service management considers how activities are coordinated?
Which practice's purpose includes creating closer more collaborative relationships?
Which term is used to describe the prediction and control of income and expenditure within an organization?
Which process works with incident management to ensure that security breaches are detected and logged?
Which service transition process provides guidance about converting data into information?
Which guiding principle recommends assessing the current state and deciding what can be reused?
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
Which guiding principle recommends collecting data before deciding what can be re-used?
What actions does a service desk take for all issues, queries and requests that are reported to them?
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
Which practice establishes a channel between the service provider and its users?
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
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
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.
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
What type of change is MOST likely to be managed by the 'service request management' practice?
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
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 [?].
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
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.
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
Which 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
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
Which guiding principle recommends standardizing and streamlining manual tasks?
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TESTED 15 Sep 2025
