ITIL-4-Foundation Exam Past Paper 2022 PDF

2022 PeopleCert ITIL-4-Foundation Exam ITIL 4 Foundation Questions & Answers (Full Version) Thank you for Purchasing ITIL-4-Foundation Exam Questions and Answers PDF 1...

2022 PeopleCert ITIL-4-Foundation Exam ITIL 4 Foundation Questions & Answers (Full Version) Thank you for Purchasing ITIL-4-Foundation Exam Questions and Answers PDF 1/115 Product Questions: 428 Topic 1, Exam Pool A Question: 1 Which ITIL guiding principle recommends using existing services, processes and tools when improving services? A. Progress iteratively with feedback B. Keep is simple and practical C. Start where you are D. Focus on value Answer: C Question: 2 Which practice has a purpose that includes ensuring that risks have been properly assessed? A. Service configuration management B. Problem management C. Service level management D. Change control Answer: D Question: 3 When should a full risk assessment and authorization be carried out for a standard change? A. Each time the standard change is implemented B. When the procedure for the standard change is created C. At least once a year D. When an emergency change is requested Answer: B Questions and Answers PDF 2/115 Question: 4 Which statement about emergency changes is CORRECT? A. The testing of emergency can be eliminated in order to implement the change quickly B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly C. Emergency changes should be authorized and implemented as service requests D. Emergency changes must be fully documented before authorization and implementation Answer: B Question: 5 Which practice coordinates the classification, ownership and communication of service requests and incidents? A. Supplier management B. Service desk C. Problem management D. Relationship management Answer: B Question: 6 What is warranty? A. Assurance that a product or service will meet agreed requirements B. The amount of money spent on a specific activity or resource C. The functionality offered by a product or service to meet a particular need D. The perceived benefits, usefulness and importance of something Answer: A Question: 7 Which is part of service provision? A. The management of resources configured to deliver the service B. The management of resources needed to consume the service C. The grouping of one or more services based on one or more products D. The joint activities performed to ensure continual value co-creation Answer: A Questions and Answers PDF 3/115 Question: 8 Which statement about a ‘continual improvement register’ is CORRECT? A. It should be managed at the senior level of the organization B. It should be used to capture user demand C. There should only be one for the whole organization D. It should be re-prioritized as ideas are documented Answer: D Question: 9 What are ’engage’, ‘plan’ and ‘improve’ examples of? A. Service value chain activities B. Service level management C. Service value chain inputs D. Change control Answer: A Question: 10 Which statement about outcomes is CORRECT? A. An outcome can be enabled by more than one output B. Outcomes are how the service performs C. An output can be enabled by one or more outcomes D. An outcome is a tangible or intangible activity Answer: A Question: 11 Which statement about service desks is CORRECT? A. The service desk should work in close collaboration with support and development teams B. The service desk should rely on self-service portals instead of escalation to support teams C. The service desk should remain isolated from technical support teams D. The service desk should escalate all technical issues to support and development teams Answer: A Questions and Answers PDF 4/115 Question: 12 Which practice updates information relating to symptoms and business impact? A. Service level management B. Change control C. Service request management D. Incident management Answer: D Question: 13 Which is included in the purpose of the ‘design and transition’ value chain activity? A. Ensuring that service components are available when needed B. Providing transparency and good stakeholder relationships C. Supporting services according to specifications D. Continually meeting stakeholder expectations for costs Answer: D Question: 14 Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests? A. Change control B. IT asset management C. Service desk D. Service request management Answer: D Question: 15 Which is NOT a component of the service value system? A. The guiding principles B. Governance C. Practices D. The four dimensions of service management Answer: D Questions and Answers PDF 5/115 Question: 16 Which statement about the steps to fulfill a service request is CORRECT? A. They should be complex and detailed B. They should be well-known and proven C. They should include incident handling D. They should be brief and simple Answer: B Question: 17 What is defined as a cause, or potential cause, of one or more incidents? A. Change B. Event C. Known error D. Problem Answer: D Question: 18 Which guiding principle recommends eliminating activities that do not contribute to the creation of value? A. Start where you are B. Collaborate and promote visibility C. Keep it simple and practical D. Optimize and automate Answer: C Question: 19 When should the effectiveness of a problem workaround be assessed? A. Whenever the workaround is used B. Whenever the problem is resolved C. Whenever the workaround becomes a known error D. Whenever the problem is prioritized Answer: A Questions and Answers PDF 6/115 Question: 20 Identify the missing word in the following sentence. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?]. A. assets B. values C. elements D. services Answer: D Question: 21 Which dimension considers how knowledge assets should be protected? A. Organizations and people B. Partners and suppliers C. Information and technology D. Value streams and processes Answer: C Question: 22 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? A. Service management B. Continual improvement C. A service D. An IT asset Answer: C Question: 23 Identify the missing words in the following sentence. The management of information security incidents usually requires [?]. A. Immediate escalation B. Specialist teams C. A separate process D. Third party support Questions and Answers PDF 7/115 Answer: C Question: 24 What are the ITIL guiding principles used for? A. To help an organization make good decisions B. To direct and control an organization C. To identify activities that an organization must perform in order to deliver a valuable service D. To ensure that an organization’s performance continually meets stakeholders’ expectations Answer: A Question: 25 Which is the CORRECT approach for managing a large improvement initiative as smaller iterations? A. Each iteration should be designed before starting the initiative and implemented without feedback B. Feedback should only be taken into account when one iteration fails to meet its objective C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change D. Each iteration should be continually re-evaluated based on feedback Answer: D Question: 26 What is the purpose of the ‘deployment management’ practice? A. To ensure services achieve agreed and expected performance B. To make new or changed services available for use C. To move new or changed components to live environments D. To set clear business-based targets for service performance Answer: C Question: 27 Which is a service request? A. Requesting a workaround for an issue B. Requesting information about how to create a document C. Requesting an enhancement to an application D. Requesting investigation of a degraded service Questions and Answers PDF 8/115 Answer: B Question: 28 Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services. A. costs B. users C. value D. performances Answer: D Question: 29 What is a recommendation of the ‘focus on value’ guiding principle? A. Make ‘focus on value’ a responsibility of the management B. Focus on the value of new and significant projects first C. Focus on value for the service provider first D. Focus on value at every step of the improvement Answer: D Question: 30 Which guiding principle recommends standardizing and streamlining manual tasks? A. Optimize and automate B. Collaborate and promote visibility C. Focus on value D. Think and work holistically Answer: A Question: 31 Which describes a set of defined steps for implementing improvements? A. The ‘improve’ value chain activity B. The ‘continual improvement register’ C. The ‘continual improvement model’ Questions and Answers PDF 9/115 D. The ‘engage’ value chain activity Answer: C Question: 32 Which is a key requirement for a successful service level agreement? A. It should be written in legal language B. It should be simply written and easy to understand C. It should be based on the service provider’s view of the service D. It should relate to simple operational metrics Answer: B Question: 33 When planning ‘continual improvement’, which approach for assessing the current state of a service is CORRECT? A. An organization should always use a single technique to ensure metrics are consistent B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis C. An organization should always develop competencies in methodologies and techniques that will meet their needs D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies Answer: C Question: 34 How does a service consumer contribute to the reduction of disk? A. By paying for the service B. By managing server hardware C. By communicating constraints D. By managing staff availability Answer: C Question: 35 What helps diagnose and resolve a simple incident? Questions and Answers PDF 10/115 A. Rapid escalation B. Formation of a temporary team C. The use of scripts D. Problem prioritization Answer: C Question: 36 Which ITIL practice has a purpose that includes reducing the likelihood of incidents? A. Change control B. Continual improvement C. Problem management D. Service desk Answer: C Question: 37 Which service level metrics are BEST for measuring user experience? A. Single system-based metrics B. Metrics for the percentage of uptime of a service C. Operational metrics D. Metrics linked to defined outcomes Answer: D Question: 38 What are the MOST important skills required by service desk staff? A. Incident analysis skills B. Technical skills C. Problem resolution skills D. Supplier management skills Answer: A Question: 39 Which TWO statements about an organization’s culture are CORRECT? (Choose two.) 1. It is created from shared values based on how it carries out its work 2. It is determined by the type of technology used to support services 3. It should be based on the culture of prospective suppliers Questions and Answers PDF 11/115 4. It should be based on the objectives of the organization A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4 Answer: D Question: 40 When should a change request be submitted to resolve a problem? A. As soon as a solution for the problem has been identified B. As soon as a workaround for the problem has been identified C. As soon as the analysis of the frequency and impact of incidents justifies the change D. As soon as the analysis of cost, risks and benefits justifies the change Answer: D Question: 41 Which guiding principle helps to ensure that better information is available for decision making? A. Keep it simple and practical B. Collaborate and promote visibility C. Optimize and automate D. Think and work holistically Answer: B Question: 42 Which practice has a purpose that includes observing a service to report selected changes of state identified as events? A. Incident management B. Monitoring and event management C. Change control D. Information security management Answer: D Question: 43 Which describes a standard change? Questions and Answers PDF 12/115 A. A high-risk change that needs very thorough assessment B. A change that is typically implemented as a service request C. A change that must be implemented as soon as possible D. A change that needs to be scheduled, assessed and authorized following a defined process Answer: B Question: 44 How does information about problems and known errors contribute to 'incident management'? A. It enables the reassessment of known erros B. It enables quick and efficient diagnosis of incidents C. It removes the need for collaboration during incident resolution D. It removes the need for regular customer updates Answer: B Question: 45 Which practice owns and manages issues, queries and requests from users? A. Service desk B. Problem management C. Incident management D. Change control Answer: A Question: 46 What defines the requirements for a service and takes responsibility for the outcomes of service consumption? A. A customer B. A user C. A configuration item (CI) D. An IT asset Answer: A Question: 47 Which stakeholders co-create value in a service relationship? Questions and Answers PDF 13/115 A. Investor and consumer B. Investor and supplier C. Consumer and provider D. Provider and supplier Answer: C Question: 48 Which describes normal changes? A. Changes that need to be scheduled and assessed following a process B. Changes that are low-risk and pre-authorized C. Changes that are typically initiated as service requests D. Changes that must be implemented as soon as possible Answer: A Question: 49 What is the expected outcome from using a service value chain? A. Service value streams B. Value realization C. Customer engagement D. The application of practices Answer: B Question: 50 Which statement about outcomes is CORRECT? A. Outcomes help service consumers achieve outputs B. Outcomes are one or more services that fulfil the needs of a service consumer C. Service providers help service consumers achieve outcomes D. Helping service consumers achieve outcomes reduces service provider costs Answer: C Question: 51 Which skill is an essential part of the 'service level management' practice? A. Problem analysis B. Technical knowledge Questions and Answers PDF 14/115 C. Listening D. Diagnosis Answer: C Question: 52 What are the three phases of 'problem management'? A. Problem identification, problem control, error control B. Problem analysis, error identification, incident resolution C. Problem logging, problem classification, problem resolution D. Incident management, problem management, change control Answer: A Question: 53 Which is a purpose of the 'engage' value chain activity? A. Meeting expectations for quality, costs and time-to-market B. Ensuring the continual improvement of services C. Ensuring that the organization's vision is understood D. Providing transparency and good relationships Answer: D Question: 54 Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed. A. suppliers B. assets C. customers D. CIs Answer: D Question: 55 What is described by the service value system? A. How to apply the systems approach of the guiding principle think and work holistically Questions and Answers PDF 15/115 B. Services based on one or more products, designed to address needs of a target consumer group C. How all the components and activities of the organization work together as a system to enable value creation D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation Answer: C Question: 56 Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence? A. Release management B. Service desk C. Problem management D. Supplier management Answer: B Question: 57 What is defined as any component that needs to be managed in order to deliver an IT service? A. A service request B. An IT asset C. A configuration item (CI) D. An incident Answer: C Question: 58 Which guiding principle recommends using the minimum number of steps necessary to achieve an objective? A. Progress iteratively with feedback B. Think and work holistically C. Keep it simple and practical D. Focus on value Answer: C Question: 59 Which TWO statements about the 'service request management' practice are CORRECT? Questions and Answers PDF 16/115 1. Service requests are part of normal service delivery 2. Complaints can be handled as service requests 3. Service requests result from a failure in service 4. Normal changes should be handled as service requests A. 3 and 4 B. 2 and 3 C. 1 and 4 D. 1 and 2 Answer: D Question: 60 What is an IT asset? A. The removal of anything that could have a direct or indirect effect on services B. Any component that needs to be managed in order to deliver a service C. A request from a user that initiates a service action D. Any financially valuable component that can contribute to delivery of an IT product or service Answer: D Question: 61 Which dimension includes a workflow management system? A. Value streams and processes B. Partners and suppliers C. Information and technology D. Organizations and people Answer: A Question: 62 Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks. A. information B. utility C. warranty D. costs Questions and Answers PDF 17/115 Answer: D Question: 63 Which of these should be logged and managed as a problem? A. Trend analysis shows a large number of similar incidents B. A user requests delivery of a laptop C. A monitoring tool detects a change of state for a service D. 'Continual improvement' needs to prioritize an improvement opportunity Answer: A Question: 64 In which TWO situations should the ITIL guiding principles be considered? 1. In every initiative 2. In relationships with all stakeholders 3. Only in specific initiatives where the principle is relevant 4. Only in specific stakeholder relationships where the principle is relevant A. 1 and 2 B. 1 and 4 C. 2 and 3 D. 3 and 4 Answer: A Question: 65 Which guiding principle recommends coordinating all dimensions of service management? A. Start where you are B. Think and work holistically C. Keep it simple and practical D. Progress iteratively with feedback Answer: B Question: 66 What is the purpose of the 'relationship management' practice? A. To support the agreed quality of a service handling all agreed, userinitiated service requests B. To set clear business-based targets for service performance C. To establish and nurture the links between the organization and its stakeholders Questions and Answers PDF 18/115 D. To align the organization's practices and services with changing business needs Answer: C Question: 67 How should the workflow for a new service request be designed? A. Use a single workflow for all types of service request B. Leverage existing workflows whenever possible C. Use different workflows for each type of service request D. Avoid workflows for simple service requests Answer: B Question: 68 What is the purpose of the 'information security management1 practice? A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed B. To observe services and service components C. To protect the information needed by the organization to conduct its business D. To plan and manage the full lifecycle of all IT assets Answer: C Question: 69 Identify the missing word in the following sentence. The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle. A. plans B. measurement C. process D. tools Answer: B Question: 70 How should automation be implemented? A. By initially concentrating on the most complex tasks B. By optimizing as much as possible first Questions and Answers PDF 19/115 C. By replacing human intervention wherever possible D. By replacing the existing tools first Answer: C Question: 71 Which activity is part of the 'continual improvement' practice? A. Populating and maintaining the asset register B. Providing a clear path for users to report issues, queries, and requests C. Delivering tactical and operational engagement with customers D. Identifying and logging opportunities Answer: D Question: 72 Which competencies are required by the 'service level management' practice? A. Problem investigation and resolution B. Incident analysis and prioritization C. Business analysis and commercial management D. Balanced scorecard reviews and maturity assessment Answer: C Question: 73 Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments? A. Incident management B. Continual improvement C. Service request management D. Problem management Answer: B Question: 74 Which statement about costs is CORRECT? A. Costs removed from the consumer are part of service consumption B. Costs imposed on the consumer are costs of service utility C. Costs removed from the consumer are part of the value proposition Questions and Answers PDF 20/115 D. Costs imposed on the consumer are costs of service warranty Answer: C Question: 75 What is typically needed to assign complex incidents to support groups? A. The incident priority B. The incident category C. A change schedule D. A self-help tool Answer: B Question: 76 Which practice has a purpose that includes aligning the organization's practices and services with changing business needs? A. Relationship management B. Continual improvement C. Service configuration management D. Service level management Answer: B Question: 77 A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed? A. As an event B. As a problem C. As a service request D. As a change request Answer: B Question: 78 What should be done to determine the appropriate metrics for measuring a new service? A. Measuring the performance over the first six months, and basing a solution on the results B. Asking customers to provide numerical targets that meet their needs C. Using operational data to provide detailed service reports Questions and Answers PDF 21/115 D. Asking customers open questions to establish their requirements Answer: C Question: 79 Which dimension includes activities and workflows? A. Value streams and processes B. Partners and suppliers C. Information and technology D. Organizations and people Answer: A Question: 80 What should be used to set user expectations for request fulfilment times? A. The consumer demand for the service B. The time that the customer indicates for service delivery C. The service levels of the supplier D. The time needed to realistically deliver the service Answer: D Question: 81 Which describes outcomes? A. Tangible or intangible deliverables B. Results desired by a stakeholder C. Configuration of an organization's resources D. Functionality offered by a product or service Answer: B Question: 82 How should an organization adopt continual improvement methods? A. Use a new method for each improvement the organization handles B. Select a few key methods for the types of improvement that the organization handles C. Build the capability to use as many improvement methods as possible D. Select a single method for all improvements that the organization handles Questions and Answers PDF 22/115 Answer: B Question: 83 Which is a key consideration for the guiding principle 'keep it simple and practical'? A. Try to create a solution for every exception B. Start with a complex solution, then simplify C. Understand how each element contributes to value creation D. Ignore the conflicting objectives of different stakeholders Answer: C Question: 84 Arrange the following steps of software lifecycle in correct order. 1. Retire 2. Test 3. Operate 4. Deploy 5. Ideation 6. Develop 7. Design A. Ideation, Design, Develop, Deploy, Test, Operate, Retire B. Retire, Test, Operate, Deploy, Ideation, Develop, Design C. None of the above D. Ideation, Test, Develop, Deploy, Design, Operate, Retire Answer: A Question: 85 Which practice provides a single point of contact for users? A. Incident management B. Change control C. Service desk D. Service request management Answer: C Question: 86 What should be done for every problem? Questions and Answers PDF 23/115 A. It should have a workaround to reduce the impact B. It should be prioritized based on its potential impact and probability C. It should be resolved so that it can be closed D. It should be diagnosed to identify possible solutions Answer: B Question: 87 What type of change is MOST likely to be managed by the 'service request management' practice? A. An emergency change B. A normal change C. An application change D. A standard change Answer: D Question: 88 What are the types of asset management? A. IT asset management and software asset management B. Operational and technical management C. IT asset management and technical management D. Operational management and IT asset management Answer: A Question: 89 What should all 'continual improvement' decisions be based on? A. Accurate and carefully analysed data B. Details of how services are measured C. A recent maturity assessment D. An up-to-date balanced scorecard Answer: A Question: 90 Which practice identifies metrics that reflect a customer experience of a service? A. Continual improvement B. Service level management Questions and Answers PDF 24/115 C. Service desk D. Problem management Answer: B Question: 91 Which of the following can be used to access service desks? A. Phone calls B. All of the above C. Text and social media messaging D. Email Answer: B Question: 92 What is the starting point for optimization? A. Standardizing practices and services B. Determining where the most positive impact would be C. Securing stakeholder engagement D. Understanding the vision and objectives of the organization Answer: D Question: 93 Which is the purpose of the 'monitoring and event management' practice? A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed B. To systematically observe services and service components, and record and report selected changes of state C. To protect the information needed by the organization to conduct its business D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible Answer: B Question: 94 Which of the following is an example of incident? A. A backup server is being rebooted while services are running on the primary server Questions and Answers PDF 25/115 B. An application is not available during the business hours C. A user has requested access to a shared repository D. A user wants to reset the password of a server Answer: B Question: 95 Identify the missing word in the following sentence. A known error is a problem that has been [?] and has not been resolved. A. closed B. logged C. analysed D. escalated Answer: C Question: 96 Which is NOT a key focus of the 'information and technology' dimension? A. Workflow management and inventory systems B. Communication systems and knowledge bases C. Roles and responsibilities D. Security and compliance Answer: C Question: 97 What is an output? A. A possible event that could cause harm or loss B. Something created by carrying out an activity C. A result for a stakeholder D. A change of state that has significance for the management of a configuration item Answer: B Question: 98 Which is a purpose of the 'service desk' practice? A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents Questions and Answers PDF 26/115 B. To capture demand for incident resolution and service requests C. To set clear business-based targets for service performance D. To maximize the number of successful IT changes by ensuring risks are properly assessed Answer: B Question: 99 Which activity captures the demand for incident resolution and service requests? A. Change control B. Problem management C. Service desk D. Service catalogue management Answer: C Question: 100 Which practices are typically involved in the implementation of a problem resolution? 1. Continual improvement 2. Service request management 3. Service level management 4. Change control A. 1 and 2 B. 1 and 4 C. 3 and 4 D. 2 and 3 Answer: B Topic 2, Exam Pool B Question: 101 Which value chain activity ensures the availability of service components? A. Improve B. Deliver and support C. Engage D. Obtain/build Answer: D Question: 102 Questions and Answers PDF 27/115 What should be done first when applying the 'focus on value' guiding principle? A. Identify all suppliers and partners involved in the service B. Determine the cost of providing the service C. Identify the outcomes that the service facilitates D. Determine who the service consumer is in each situation Answer: D Question: 103 Which practice has a purpose that includes restoring normal service operation as quickly as possible? A. Problem management B. Incident management C. Deployment management D. Supplier management Answer: B Question: 104 What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively? A. The problem record is deleted B. The problem remains in the known error status C. A change request is submitted to change control D. Problem management restores the service as soon as possible Answer: B Question: 105 What is the purpose of service level management? A. To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications. B. To ensure that all current and planned IT services are delivered to agreed achievable targets. C. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. D. To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR). Answer: B Questions and Answers PDF 28/115 Question: 106 Which is intended to help an organization adopt and adapt ITIL guidance? A. The four dimensions of service B. Practices C. The service value chain D. The guiding principles Answer: D Question: 107 What is an event? A. The addition, modification, or removal of anything that could have a direct or indirect effect on services B. Any change of state that has significance for the management of a service or other configuration item C. Cause of one or more incidents D. An unplanned interruption to a service or reduction in the quality of a service Answer: B Question: 108 Which practice is the responsibility of everyone in the organization? A. Change control B. Problem management C. Service level management D. Continual improvement Answer: D Question: 109 Which of the following is an example of workaround? A. A defective network switch is replaced with a new one B. An email server is restored after an incident is reported C. Server memory is increased when the server is unresponsive D. A server is restarted to resolve an incident Answer: D Questions and Answers PDF 29/115 Question: 110 How does categorization of incidents assist the 'incident management' practice? A. It determines the priority assigned to the incident B. It determines how the service provider is perceived C. It helps direct the incident to the correct support area D. It ensures that incidents are resolved in timescales agreed with the customer Answer: C Question: 111 What does the 'service request management' practice depend on for maximum efficiency? A. Self-service tools B. Compliments and complaints C. Processes and procedures D. Incident management Answer: C Question: 112 Identify the missing words in the following sentence. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives. A. 'focus on value' guiding principle B. service value system C. 'service request management' practice D. four dimensions of service management Answer: B Question: 113 Which joint activity performed by a service provider and service consumer ensures continual value co-creation? A. Service offering B. Service provision C. Service relationship management D. Service consumption Questions and Answers PDF 30/115 Answer: C Question: 114 Which dimension of service management considers governance, management, and communication? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes Answer: A Question: 115 How do all value chain activities transform inputs to outputs? A. By using a combination of practices B. By using a single functional team C. By determining service demand D. By implementing process automation Answer: A Question: 116 Why should incidents be prioritized? A. To help automated matching of incidents to problems or known errors B. To identify which support team the incident should be escalated to C. To ensure that incidents with the highest business impact are resolved first D. To encourage a high level of collaboration within and between teams Answer: C Question: 117 Which is the BEST example of an emergency change? A. The implementation of a planned new release of a software application B. A low-risk computer upgrade implemented as a service request C. The implementation of a security patch to a critical software application D. A scheduled major hardware and software implementation Answer: C Questions and Answers PDF 31/115 Question: 118 Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste? A. Focus on value B. Collaborate and promote visibility C. Think and work holistically D. Keep it simple and practical Answer: B Question: 119 What is the effect of increased automation on the 'service desk1 practice? A. Increased ability to focus on fixing technology instead of supporting people B. Greater ability to focus on customer experience when personal contact is needed C. Elimination of the need to escalate incidents to support teams D. Decrease in self-service incident logging and resolution Answer: B Question: 120 Which guiding principle recommends assessing the current state and deciding what can be reused? A. Focus on value B. Start where you are C. Collaborate and promote visibility D. Progress iteratively with feedback Answer: B Question: 121 What considerations influence the supplier strategy of an organization? A. Contracts and agreements B. Type of cooperation with suppliers C. Corporate culture of the organization D. Level of formality Answer: C Questions and Answers PDF 32/115 Question: 122 Which term describes the functionality offered by a service? A. cost B. Utility C. Warranty D. Risk Answer: B Question: 123 Which statement about the 'service desk1 practice is CORRECT? A. It provides a link with stakeholders at strategic and tactical levels B. It carries out change assessment and authorization C. It investigates the cause of incidents D. It needs a practical understanding of the business processes Answer: D Question: 124 Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options? A. Optimize and automate B. Start where you are C. Focus on value D. Progress iteratively with feedback Answer: D Question: 125 Which practice may involve the initiation of disaster recovery? A. Incident management B. Service request management C. Service level management D. IT asset management Answer: A Questions and Answers PDF 33/115 Question: 126 A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption. A. outputs B. outcomes C. costs D. risks Answer: B Question: 127 Which practice provides support for managing feedback, compliments and complaints from users? A. Change control B. Service request management C. Problem management D. Incident management Answer: B Question: 128 Which statement about known errors and problems is CORRECT? A. Known error is the status assigned to a problem after it has been analysed B. A known error is the cause of one or more problems C. Known errors cause vulnerabilities, problems cause incidents D. Known errors are managed by technical staff, problems are managed by service management staff Answer: A Question: 129 How does customer engagement contribute to the 'service level management' practice? 1.It captures information that metrics can be based on 2.It ensures the organization meets defined service levels 3.It defines the workflows for service requests 4. It supports progress discussions A. 1 and 4 B. 3 and 4 C. 2 and 3 D. 1 and 2 Questions and Answers PDF 34/115 Answer: A Question: 130 Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them? A. Service configuration management B. Service desk C. IT asset management D. Monitoring and event management Answer: A Question: 131 Which statement about change authorization is CORRECT? A. A change authority should be assigned to each type of change and change model B. Centralizing change authorization to a single person is the most effective means of authorization C. The authorization of normal changes should be expedited to ensure they can be implemented quickly D. Standard changes are high risk and should be authorized by the highest level of change authority Answer: A Question: 132 Why should service desk staff detect recurring issues? A. To help identify problems B. To escalate incidents to the correct support team C. To ensure effective handling of service requests D. To engage the correct change authority Answer: A Question: 133 Which practice provides visibility of the organization's services by capturing and reporting on service performance? A. Service desk B. Service level management C. Service request management Questions and Answers PDF 35/115 D. Service configuration management Answer: B Question: 134 Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks? A. Relationship management B. IT asset management C. Release management D. Service desk Answer: B Question: 135 What is the reason for using a balanced bundle of service metrics? A. It reduces the number of metrics that need to be collected B. It reports each service element separately C. It provides an outcome-based view of services D. It facilitates the automatic collection of metrics Answer: C Question: 136 Which guiding principle is PRIMARILY concerned with consumer's revenue and growth? A. Keep it simple and practical B. Optimize and automate C. Progress iteratively with feedback D. Focus on value Answer: D Question: 137 Which value chain activity communicates the current status of all four dimensions of service management? A. Improve B. Engage C. Obtain/build Questions and Answers PDF 36/115 D. Plan Answer: D Question: 138 How should an organization include third-party suppliers in the continual improvement of services? A. Ensure suppliers include details of their approach to service improvement in contracts B. Require evidence that the supplier uses agile development methods C. Require evidence that the supplier implements all improvements using project management practices D. Ensure that all supplier problem management activities result in improvements Answer: A Question: 139 What is a problem? A. An addition or modification that could have an effect on services B. Any change of state that has significance for the management of a configuration item C. A cause or potential cause of one or more incidents D. An unplanned reduction in the quality of a service Answer: C Question: 140 Which practice identifies metrics that reflect the customer's experience of a service? A. Continual improvement B. Service desk C. Service level management D. Problem management Answer: C Question: 141 Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner? A. Focus on value B. Start where you are C. Collaborate and promote visibility Questions and Answers PDF 37/115 D. Progress iteratively with feedback Answer: D Question: 142 What is the purpose of problem management? A. Reduces the likelihood and impact of incidents B. Ensures services are restored as soon as possible C. Helps direct the incident to the correct support area D. Determines how the service provider is perceived Answer: A Question: 143 Identify the missing word in the following sentence. The purpose of the 'information security management' practice is to [?] the organization's information. A. protect B. store C. audit D. provide Answer: A Question: 144 Which ITIL concept describes governance? A. The service value system B. The service value chain C. The seven guiding principles D. The four dimensions of service management Answer: A Question: 145 Which guiding principle recommends collecting data before deciding what can be re-used? A. Focus on value B. Keep it simple and practical C. Start where you are Questions and Answers PDF 38/115 D. Progress interactively with feedback Answer: C Question: 146 Which service management dimension is focused on activities and how these are coordinated? A. Partners and suppliers B. Information and technology C. Value streams and processes D. Organizations and people Answer: C Question: 147 Which is one of the five aspects of service design? A. Management information systems and tools B. Risk analysis and management approach C. Management policy for business case creation D. Corporate governance and policy Answer: A Question: 148 Which statement about IT service management is CORRECT? D18912E1457D5D1DDCBD40AB3BF70D5D A. It is performed by customers using a mix of IT systems, services and processes B. It is performed by IT service providers using a mix of suppliers and their products C. It is performed by the service desk using a mix of people, process and technology D. It is performed by IT service providers using a mix of people, process and technology Answer: D Question: 149 Which is the CORRECT of the ‘R’ role in a RACI matrix? A. This role ensures that activities are executed correctly B. This role has ownership of the end result C. This role is involved in providing knowledge and input D. This role ensures the flow of information to stakeholders Questions and Answers PDF 39/115 Answer: B Question: 150 Which statement about change management is CORRECT? A. It optimizes overall business risk B. It optimizes financial exposure C. It ensures that all changes are authorized by the change advisory board (CAB) D. It ensures that service requests follow the normal change management process Answer: C Question: 151 Which statement about the ‘four Ps’ of service design is CORRECT? A. Processes refers to skill and training B. Partners refers to suppliers and vendors C. People refers to technology and tools D. Products refers to producers and metrics Answer: B D18912E1457D5D1DDCBD40AB3BF70D5D Question: 152 What is the primary focus of business capacity management? A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology B. Review of all capacity supplier agreements and underpinning contracts with supplier management C. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services D. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion Answer: D Question: 153 Which is NOT a structure of service desk that is described in the ITIL service operation guidance? Questions and Answers PDF 40/115 A. Local B. Centralized C. Outsourced D. Virtual Answer: C Question: 154 What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction? A. A standard change B. An emergency change C. An internal change D. A normal change Answer: A Question: 155 Which service transition process provides guidance about converting data into information? A. Change evaluation D18912E1457D5D1DDCBD40AB3BF70D5D B. Knowledge management C. Service validation and testing D. Service asset and configuration management Answer: B Question: 156 Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements? A. Service-based SLA view B. Wholesale customer view C. Retail customer view D. Supporting services view Answer: D Question: 157 Questions and Answers PDF 41/115 Service transition contains detailed descriptions of which processes? A. Change management, service asset and configuration management, release and deployment management B. Change management, capacity management, event management, service request management C. Service level management, service portfolio management, service asset and configuration management D. Service asset and configuration management, release and deployment management, request fulfillment Answer: A Question: 158 Which is an objective of the design coordination process? A. To produce service design packages and ensure they are handed over to service transition B. To assess and evaluate all changes and their impact on service designs C. To document the initial structure and relationship between services and customers D. To gather and document new service level requirements from the customer Answer: A D18912E1457D5D1DDCBD40AB3BF70D5D Question: 159 What MAIN factors are considered to assess the priority of an incident? A. The urgency and impact B. The impact and complexity C. The cost and urgency D. The complexity and cost Answer: A Question: 160 Which term is used to describe the prediction and control of income and expenditure within an organization? A. Charging B. Governance C. Budgeting D. Accounting Questions and Answers PDF 42/115 Answer: C Question: 161 Where should all master copies of controlled software and documentation be stored? A. In the definitive capacity library B. In the definitive media library C. In the definitive security library D. In the definitive production library Answer: B Question: 162 Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness? A. Service operation B. Service transition C. Continual service improvement D18912E1457D5D1DDCBD40AB3BF70D5D D. Service strategy Answer: C Question: 163 Which of the following should IT service continuity strategy be based on? 1. Design of the service metrics 2. Business continuity strategy 3. Business impact analysis (BIA) 4. Risk assessment A. 1, 2 and 4 only B. 1, 2 and 3 only C. 2, 3 and 4 only D. 1, 3 and 4 only Answer: C Question: 164 What is NOT within the scope of service catalogue management? Questions and Answers PDF 43/115 A. Contribution to the definition of services B. Interfaces between all services and supporting services C. Interfaces between the service catalogue and service portfolio D. Fulfilment of business service requests Answer: D Question: 165 What three elements make up the Service Portfolio? A. Customer portfolio, service catalogue and retired services B. Customer portfolio, configuration management system and service catalogue C. Service pipeline, service catalogue and retired services D. Service pipeline, configuration management system and service catalogue Answer: C D18912E1457D5D1DDCBD40AB3BF70D5D Question: 166 Who is responsible for defining metrics for change management? A. The change management process owner B. The change advisory board (CAB) C. The service owner D. The continual service improvement manager Answer: A Question: 167 Which is a supplier category? A. Technical B. Commodity C. Customer D. Resource Answer: D Question: 168 Which process is used to compare the value that new services offer with the value of the services Questions and Answers PDF 44/115 they have replaced? A. Availability management B. Capacity management C. Service portfolio management D. Service catalogue management Answer: C Question: 169 Which is an important principle of communication in service operation? A. Information should always be communicated B. It has an intended purpose or a resultant action D18912E1457D5D1DDCBD40AB3BF70D5D C. Meetings are always the best method of communication D. It is stored in the configuration management system Answer: B Question: 170 What do customer perceptions and business outcomes help to define? A. The value of a service B. Service metrics C. The total cost of a service D. Key performance indicators (KPIs) Answer: A Question: 171 Which statement about metrics is CORRECT? A. Process metrics can be used to measure end-to-end service performance B. Technology metrics can be used to measure component performance and availability C. Process metrics can be used to measure the utilization of a supplier’s network D. Technology metrics can be used to determine the overall health of a process Answer: B Question: 172 Questions and Answers PDF 45/115 What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach? A. An initial baseline assessment B. The production of a detailed CSI plan C. Verifying that improvement targets have been achieved D. Understanding priorities for improvement Answer: C D18912E1457D5D1DDCBD40AB3BF70D5D Question: 173 Which is an example of improving service utility using service management automation? A. Pre-determined routing of a service request B. Reducing the time to compile service data C. Monitoring service availability D. Faster resource allocation Answer: D Question: 174 What is the CORRECT definition of service management? A. A set of specialized assets for transitioning services into the live operational environment B. A set of specialized organizational capabilities for delivering value to customers in the form of services C. The capability of supplier to deliver services to providers in exchange for money D. The capability of service providers to minimize their costs without reducing the value of the services Answer: B Question: 175 Which is the correct combination of items that makes up an IT service? A. Customers, providers and documents B. Information technology, people and processes C. Information technology, networks and people D. People, processes and customers Answer: B Questions and Answers PDF 46/115 Question: 176 Which problem management activity ensures that a problem can be easily tracked and management information can be obtained? A. Categorization B. Detection C. Prioritization D. Escalation Answer: A D18912E1457D5D1DDCBD40AB3BF70D5D Question: 177 What can be used to help determine the impact level of a problem? A. Definitive media library (DML) B. Configuration management system (CMS) C. Statement of requirements (SOR) D. Standard operating procedures (SOP) Answer: B Question: 178 Which are phases of the release and deployment process? 1. Release build and test 2. Review and close 3. Categorize and record 4. Change authorization and schedule A. 1 and 2 B. 1 and 3 C. 2 and 4 D. 3 and 4 Answer: A Question: 179 Which function is responsible for the management of a data centre? A. Technical management B. Service desk Questions and Answers PDF 47/115 C. Application management D. Facilities management Answer: D D18912E1457D5D1DDCBD40AB3BF70D5D Question: 180 Which are the elements of process control? A. Inputs, outputs and triggers B. Work instructions, procedures and roles C. Resources, capabilities and metrics D. Process owner, policy and objectives Answer: D Question: 181 Which processes are responsible for the regular review of underpinning contracts? A. Supplier management and service level managemen B. Supplier management and change management C. Availability management and service level management D. Supplier management and availability management Answer: A Question: 182 Which statement BEST describes the value of service strategy to the business? A. It allows higher volumes of successful change B. It reduces unplanned costs through optimized handling of service outages C. It reduces the duration and frequency of service outages D. It enables the service provider to understand what levels of service will make their customers successful Answer: D Question: 183 What is a definition of a service improvement plan (SIP)? A. A formal plan to implement improvements to a customer’s business processes B. An input from availability management to service level management, detailing the service design Questions and Answers PDF 48/115 plan C. A formal plan to implement improvements to a service or process D. An input from financial management for IT services to service level management, detailing the budget plan Answer: C D18912E1457D5D1DDCBD40AB3BF70D5D Question: 184 Which statement about the known error database (KEDB) is CORRECT? A. It is maintained by the service desk and updated with the details of each new incident B. It is a part of the configuration management database (CMDB) and contains workarounds C. It is maintained by problem management and is used by the service desk to help resolve incidents D. It is maintained by incident management and contains solutions to be implemented by problem management Answer: C Question: 185 Which process works with incident management to ensure that security breaches are detected and logged? A. Change management B. Service level management C. Access management D. Continual service improvement Answer: C Question: 186 What should a release policy include? A. The process owner and process manager for each type of release B. The roles and responsibilities for incident and problem resolution C. The naming convention and expected frequency of each type of release D. The naming convention for all configuration items (CI) recorded in the configuration management system (CMS) Answer: C Questions and Answers PDF 49/115 Question: 187 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 Answer: B Question: 188 What is the purpose of the ‘problem management’ practice? A. To protect the information needed by the organization to conduct its business B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors C. To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible Answer: B Question: 189 Which practice would help a user gain access to an application that they need to use? A. Service configuration management B. Change enablement C. Service request management D. Service level management Answer: B Question: 190 Why should some service requests be fulfilled with no additional approvals? A. To ensure that spending is properly accounted for B. To ensure that information security requirements are met C. To streamline the fulfillment workflow D. To set user expectations for fulfillment times Questions and Answers PDF 50/115 Answer: C Question: 191 Which is a purpose of the ‘service desk’ practice? A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible B. To be the entry point and single point of contact for the service provider with all of its users C. To support the agreed quality of a service by handling all pre-defined, user-initiated service requests D. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels Answer: B Question: 192 Which are elements of the service value system? A. Service provision, service consumption, service relationship management B. Governance, service value chain, practices C. Outcomes, utility, warranty D. Customer value, stakeholder value, organization Answer: B Question: 193 What is defined as an unplanned interruption or reduction in the quality of a service? A. An incident B. A problem C. A change D. An event Answer: A Question: 194 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 Questions and Answers PDF 51/115 B. It should always be used instead of direct observation C. Measured data is always more accurate than direct observation D. The act of measuring always positively impacts results Answer: A Question: 195 What is an incident? A. The planned removal of an item that might affect a service B. A result enabled by one or more outputs C. A possible future event that could cause harm D. A service interruption resolved by the use of self-help tools Answer: D Question: 196 What is defined as a change of state that has significate for the management of an IT service? A. Event B. Incident C. Problem D. Known error Answer: A Question: 197 Which dimension includes the knowledge needed for the management of services? A. Organizations and people B. Value streams and processes C. Information and technology D. Partners and suppliers Answer: A Question: 198 What is a set of specialized organizational capabilities for enabling value for customers in the form of services? A. Service offering Questions and Answers PDF 52/115 B. Service provision C. Service management D. Service consumption Answer: C Question: 199 What is the PRIMARY use of a change schedule? A. To support the ‘incident management’ practice and improvement planning B. To manage emergency changes C. To plan changes and help avoid conflicts D. To manage standard changes Answer: C Question: 200 What are guiding principles? A. A set of interconnected activities that help an organization deliver a valuable service B. A description of one or more services that help address the needs of a target consumer group C. A set of specialized organizational capabilities for enabling value for customers D. Recommendations that help an organization when adopting a service management approach Answer: D Question: 201 Which guiding principle focuses on reducing costs and human errors? A. Focus and value B. Collaborate and promote visibility C. Optimize and automate D. Think and work holistically Answer: C Question: 202 What is the purpose of the ‘incident management’ practice? A. To minimize the negative impact of incidents by restoring normal service operation as quickly as Questions and Answers PDF 53/115 possible B. To capture demand for incident resolution and service requests C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents D. To support the agreed service quality by effective handling of all agreed user-initiated service requests Answer: A Question: 203 Which practice makes new services available for use? A. Change enablement B. Release management C. Deployment management D. IT asset management Answer: B Question: 204 Which guiding principle considers the importance of customer loyalty? A. Progress iteratively with feedback B. Focus on value C. Optimize and automate D. Start where you are Answer: B Question: 205 Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain? A. Start where you are B. Collaborate and promote visibility C. Progress iteratively with feedback D. Think and work holistically Answer: C Question: 206 Questions and Answers PDF 54/115 Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model? A. Define measurable targets B. Perform baseline assessments C. Execute improvement actions D. Evaluate measurements and metrics Answer: D Question: 207 What is important for a ‘continual improvement register’ (CIR)? A. Improvement ideas are documented, assessed and prioritized B. Improvement ideas from many sources are kept in a single CIR C. Improvement ideas that are not being actioned immediately are removed from the CIR D. Improvement ideas are tested, funded and agreed Answer: A Question: 208 What can a service remove from the consumer and impose on the consumer? A. Utility B. Asset C. Cost D. Outcome Answer: C Question: 209 In which step of the ‘continual improvement model’ is an improvement plan implemented? A. What is the vision? B. How do we get there? C. Take action D. Did we get there? Answer: C Question: 210 Questions and Answers PDF 55/115 Which is a purpose of the 'service level management' practice? A. To establish and nurture the links between the organization and its stakeholders B. To ensure that the organization’s suppliers and their performance are managed appropriately C. To set clear business-based targets for service levels D. To support the agreed quality of a service handling all agreed, user-initiated service requests Answer: C Question: 211 Which is an example of a business related measurement? A. The number of passengers checked in B. The average time to response to change requests C. The average resolution time for incidents D. The number of problems resolved Answer: A Question: 212 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 Answer: C Question: 213 Which statement about the automation of service requests is CORRECT? A. Service requests that cannot be automated should be handled as incidents B. Service requests and their fulfillment should be automated as much as possible C. Service requests that cannot be automated should be handled as problems D. Service requests and their fulfillment should be carried out by service desk staff without automation Answer: B Question: 214 Questions and Answers PDF 56/115 Identify the missing word in the following sentence. A user is [?] that uses services. A. an organization B. a role C. a team D. a supplier Answer: B Question: 215 Which gives a user access to a system? A. Service requirement B. Service agreement C. Service consumption D. Service provision Answer: D Question: 216 What is a change schedule PRIMARILY used for? A. To help plan, authorize and schedule emergency changes B. To publish a list of service requests that users can select C. To ensure that a single change authority reviews every change D. To help plan changes, assist in communication and avoid conflicts Answer: D Question: 217 What is used to link activities within the service value chain? A. Service level agreements B. Inputs, outputs and triggers C. Opportunity, demand and value D. Service desk Answer: C Questions and Answers PDF 57/115 Question: 218 Which describes the utility of a service? A. A service that is fit for use B. A service that meets its service level targets C. A service that increases constraints on the consumer D. A service that supports the performance of the consumer Answer: D Question: 219 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 Answer: C Question: 220 Which statement about the ‘change enablement’ practice is CORRECT? A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process B. Normal changes are triggered by the creation of a change request which can be created manually or automated C. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved Answer: B Question: 221 Which is included in the purpose of the ‘deliver and support’ value chain activity? A. Meeting stakeholder expectations for time to market B. Understanding the organization’s service vision C. Understanding stakeholder needs Questions and Answers PDF 58/115 D. Providing services to agreed specifications Answer: A Question: 222 What must always be done before an activity is automated? A. Check that the activity has already been optimized B. Check that suitable new technology has been purchased C. Ensure that DevOps has been successfully implemented D. Ensure the solution removes the need for human intervention Answer: A Question: 223 Which practice has a purpose that includes managing risks to confidentiality, integrity and availability? A. Information security management B. Continual improvement C. Monitoring and event management D. Service level management Answer: A Question: 224 What is a change schedule used for? A. To help plan emergency changes B. To help authorize standard changes C. To help assign a change authority D. To help manage normal changes Answer: D Question: 225 Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization? A. Service desk B. Service request management C. Service level management Questions and Answers PDF 59/115 D. Service configuration management Answer: C Question: 226 Which role approves the cost of services? A. User B. Change authority C. Sponsor D. Customer Answer: C Question: 227 What actions does a service desk take for all issues, queries and requests that are reported to them? A. Schedule, assess, authorize B. Diagnose, investigate, resolve C. Initiate, approve, fulfill D. Acknowledge, classify, own Answer: C Question: 228 Which is an external input to the service value chain? A. The ‘improve’ value chain activity B. An overall plan C. Customer requirements D. Feedback loops Answer: C Question: 229 Which is included in the purpose of the ‘service level management’ practice? A. To maximize the number of successful service and product changes B. To ensure accurate information about the configuration of services is available C. To set clear business-based targets for service levels Questions and Answers PDF 60/115 D. To ensure that suppliers and their performance are managed appropriately Answer: C Question: 230 Which usually requires a team of representatives from many stakeholder groups? A. Fulfilling a service request B. Authorizing an emergency change C. Logging a new problem D. Investigating a major incident Answer: D Question: 231 Which value chain activity ensures that service components meet agreed specifications? A. Plan B. Design and transition C. Obtain/build D. Deliver and support Answer: C Question: 232 Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels? A. Supplier management B. Change enablement C. Relationship management D. Service desk Answer: C Question: 233 What includes governance as a component? A. Practices B. The service value chain C. The service value system Questions and Answers PDF 61/115 D. The guiding principles Answer: C Question: 234 Which practice needs people who understand complex systems and have creative and analytical skills? A. Change enablement B. Service level management C. Service request management D. Problem management Answer: D Question: 235 What is the definition of a known error? A. An unplanned interruption to a service, or reduction in the quality of a service B. A cause, or potential cause, of one or more incidents C. A problem that has been analyzed and has not been resolved D. Any change of state that has significance for the management of a service or other configuration item (CI) Answer: C Question: 236 Which will NOT be handled as a service request? A. The degradation of a service B. The replacement of a toner cartridge C. The provision of a laptop D. A complaint about a support team Answer: A Question: 237 What are typically recognized through notifications created by an IT service, CI or monitoring tool? A. Incidents B. Problems Questions and Answers PDF 62/115 C. Events D. Requests Answer: C Question: 238 Which dimension considers data security and privacy? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes Answer: B Question: 239 Which term relates to service levels aligned with the needs of service consumers? A. Service management B. Warranty C. Cost D. Utility Answer: B Question: 240 Which directly assists with the diagnosis and resolution of simple incidents? A. Scripts for collecting user information B. Use of shift working patterns C. Fulfillment of service requests D. Creation of a temporary team Answer: A Question: 241 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 Questions and Answers PDF 63/115 C. Design controls and metrics and add them individually until all are implemented D. Only add controls and metrics that are required for compliance Answer: B Question: 242 Which practice forms a link between the service provider and the users of services? A. Change enablement B. Service level management C. Problem management D. Service desk Answer: D Question: 243 Which is a purpose of release management? A. To protect the organization’s information B. To handle user-initiated service requests C. To make new and changed services available for use D. To move hardware and software to live environments Answer: C Question: 244 What is recommended by the guiding principle ‘progress iteratively with feedback’? A. A current state assessment that is carried out at the start of an improvement initiative B. The identification of all interested parts at the start of an improvement initiative C. An improvement initiative that is broken into a number of manageable sections D. An assessment of how all the parts of an organization will affect an improvement initiative