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What describes how components and activities work together to facilitate value creation?
What should be considered as part of the 'partners and suppliers' dimension?
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
What term is used to describe whether a service will meet availability, capacity and security requirements?
Which practice recommends the use of event-based surveys to gather feedback from customers?
Which practices is MOST associate with the use of empathy to understand users?
Which ‘service level management’ activity helps staff to deliver a more business-focused service?
Which is a result of applying the guiding principle ‘progress iteratively with feedback’?
Which step of the continual improvement model includes baseline assessments?
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
What role would be MOST suitable for someone with tots of experience working in IT and business roles?
They also have experience of managing relationships with various stakeholders, including suppliers and business managers.
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?
Which practice recommends that organizations develop competencies »n techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
Which dimension of service management considers the workflows and controls needed to deliver services?
Which phase of problem management includes analysing incidents to look for patterns and trends?
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?
When is the earliest that a workaround can be documented in ‘problem management’?
Which of the following is the MOST important 'or effective incident management?
When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
Which is a financially valuable component that can contribute to the delivery of a service?
Which practice provides users with a way to get various requests arranged, explained and coordinated?
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
Which dimension of service management considers how activities are coordinated?
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
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 working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
Which of the following terms is more suitable to describe the functionality of a service?
For which purpose would the continual improvement practice use a SWOT analysis?
What type of change is often used for resolving incidents or implementing security patches?
What ensures that service providers and service consumers continue to create value together?
What is the difference between the 'incident management" and 'service desk’ practices'?
What is the MOST LIKELY reason mat incident management would need a temporary team to work together?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
What is the difference between the 'incident management' and 'service desk' practices?
What ensures that a service provider and a service consumer continually co-create value?
Which statement about the purpose or the Monitoring and event management practice is TRUE?
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review in order to meet their needs?
Which practice guarantees that users have a range of access channels to choose from to report problems?
Which practice needs the right culture to be embedded across the entire organization?
Which service value chain activity deals with the purchase of new products?
Which is a key requirement for successful service level agreements (SLAs)?
What should remain constant within an organization, even when the organization's objectives change?
What are the KEY stakeholder groups that service providers should cooperate with?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?
Which statement about IT service management is CORRECT?
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What are typically recognized through notifications created by an IT service, CI or monitoring tool?
What is the effect of increased automation on the 'service desk1 practice?
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?
Which value chain activity communicates the current status of all four dimensions of service management?
Which helps to manage an incident when it is unclear which support team should be working on the incident?
How does information about problems and known errors contribute to 'incident management'?
Which guiding principle recommends standardizing and streamlining manual tasks?
What type of change is MOST likely to be managed by the 'service request management' practice?
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.
Which guiding principle recommends collecting data before deciding what can be re-used?
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
What does the 'service request management' practice depend on for maximum efficiency?
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.
Which practice identifies metrics that reflect the customer's experience of a service?
In which step of the ‘continual improvement model’ is an improvement plan implemented?
What is defined as an unplanned interruption or reduction in the quality of a service?
Which guiding principle recommends assessing the current state and deciding what can be reused?
Which practice establishes a channel between the service provider and its users?
Which processes are responsible for the regular review of underpinning contracts?
Which term relates to service levels aligned with the needs of service consumers?
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Which process works with incident management to ensure that security breaches are detected and logged?
Which of these activities is carried out as part of ‘problem management’?
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 ITIL practice has a purpose that includes reducing the likelihood of incidents?
Which value chain activity is concerned with the availability of service components?
What should be done to determine the appropriate metrics for measuring a new service?
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
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
When should a full risk assessment and authorization be carried out for a standard change?
Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which activity captures the demand for incident resolution and service requests?
What is defined as any component that needs to be managed in order to deliver an IT service?
Which TWO statements about an organization’s culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
Which practice identifies metrics that reflect a customer experience of a service?
TESTED 23 Jan 2025