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Which statement BEST describes the value of service strategy to the business?
Which process works with incident management to ensure that security breaches are detected and logged?
Which dimension of service management considers governance, management, and communication?
Which processes are responsible for the regular review of underpinning contracts?
What is defined as an unplanned interruption or reduction in the quality of a service?
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost
effectiveness?
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?
Which practice is responsible for moving new or changed components to live or other environments?
Which practice provides a communications point for users to report operational issues, queries and requests?
What does the 'service request management' practice depend on for maximum efficiency?
Which is a key requirement for a successful service level agreement (SLA)?
In which step of the ‘continual improvement model’ is an improvement plan implemented?
Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?
Which practice identifies metrics that reflect the customer's experience of a service?
Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?
Which is described by the 'organizations and people' dimension of service management?
Which directly assists with the diagnosis and resolution of simple incidents?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
Which statement about IT service management is CORRECT?
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Which of the following terms is more suitable to describe the functionality of a service?
What ensures that service providers and service consumers continue to create value together?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
What ensures that a service provider and a service consumer continually co-create value?
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Which of the following guiding principles proposes the elimination of unnecessary work?
Which of the following is included in the purpose of the 'continual improvement' practice?
Which service value chain activity deals with the purchase of new products?
Which practice ensures that a variety of access channels are available for users to report issues?
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
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 is the MOST important stakeholder group that a service provider needs to collaborate with?
Which practice needs the right culture to be embedded across the entire organization?
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 component is focused on the activities needed by an organization to help it co-create value?
Which statement about the purpose of the Monitoring and event management practice is TRUE?
Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without
the customer having to manage specific [?] and risks.
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
When should a full risk assessment and authorization be carried out for a standard change?
Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
What is the MOST LIKELY reason mat incident management would need a temporary team to work together?
Which value chain activity ensures that ongoing service activity meets user expectations?
When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
When is the earliest that a workaround can be documented in ‘problem management’?
Which practice has a purpose that deludes maximizing the number of successful additions modifications, or removals of anything that could have an effect on a service?
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.
Which dimension considers the application of artificial intelligence to service management?
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
Which practice has a strong influence on the user experience and perception of the service provider?
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
Which guiding principle says that services and processes should NOT provide a solution for every exception?
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
Which practice nurtures links with stakeholders at strategic and tactical levels'?
Which Guiding principle says that it is not usually necessary to build something new?
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 dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
Which TWO BEST describe the guiding principles?
Short term
Standards
Recommendations
Long-term
Which practice identifies metrics that reflect a customer experience of a service?
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 [?].
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which guiding principle recommends coordinating all dimensions of service management?
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
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
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
What should be done to determine the appropriate metrics for measuring a new service?
Which competencies are required by the 'service level management' practice?
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
An SLA is a service level agreement.
Which describes the ‘watermelon SLA’ effect?
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
TESTED 16 Sep 2025