ITIL QB with Answers (1).pdf

1. Which guiding principle uses experience from one improvement activity to improve the next activity? A. Start where you are B. Progress iteratively with feedback C. Keep it simple and practical D. Optimize and automate 2. Which practice has the purpose of ensuring that the...

1. Which guiding principle uses experience from one improvement activity to improve the next activity? A. Start where you are B. Progress iteratively with feedback C. Keep it simple and practical D. Optimize and automate 2. Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services? A. Release management B. Supplier management C. Service management D. Relationship management 3. Which statement about change authorities is CORRECT? A. Change authorities are only required for authorizing emergency changes B. Change authorities are assigned when each change is deployed C. Change authorities are only required for authorizing normal changes D. Change authorities are assigned for each type of change and change model 4. Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions? A. Service request management B. Service level management C. Incident management D. Change control 5. 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 6. Identify the missing words in the following sentence. A user is [?] who uses services. A. an organizatin B. a person C. a team D. a supplier 7. A service offering may include goods, access to resources, and service actions. Which is an example of a service action? A. A mobile phone enables a user to work remotely B. A password allows a user connect to a WiFi network C. A license allows a user to install a software product D. A service desk agent provides support to a user 8. Which describes a CORRECT approach to change authorization? A. Changes included in the change schedule are pre-authorized and do not need additional authorization B. Normal changes should be assessed and authorized before they are deployed C. Emergency changes should be authorized by as many people as possible to reduce risk D. Normal changes are typically implemented as service requests and authorized by the service desk 9. Which statement about a service value stream is CORRECT? A. It uses prescriptive inputs and outputs B. It is a value chain activity C. It integrates practices f or a specific scenario D. It is used to provide governance 10. Which statement about outputs is CORRECT? A. They consist of several outcomes B. They capture customer demand for services C. They contribute to the achievement of outcomes D. They describe how the service performs 11. Which is an example of a business related measurement? A. The number of passengers checked in B. The average time to respond to change requests C. The average resolution time for incidents D. The  number of problems resolved 12. Which practice involves the management of vulnerabilities that have been analysed but not resolved? A. Change control B. Service request management C. Problem management D. Service level management 13. Which BEST describes the purpose of the 'improve' value chain activity? A. To organize a major improvement initiative into several smaller initiatives B. To make new and improved services and features available for use C. To ensure a shared understanding of the vision and improvement direction for all products and services D. To continually improve all products and services across all value chain activities 14. Identify the missing word(s) in the following sentence. The service desk should be the entry point and single point of contact for the [?] with all of its users. A. Service consumer B. Service provider C. Customer D. Supplier 15. Which includes governance, management practices, and continual improvement? A. The service value system B. The 'deliver and support' value chain activity C. The 'focus on value' guiding principle D. The 'value stream and processes' dimension 16. Which practice is used to confirm customer requirements for services? A. Service request management B. Service level management C. Service desk D. Incident management 17. What is the definition of a problem? A. An unplanned interruption to a service, or reduction in the  quality of a service B. A cause, or potential cause, of one or more incidents C. An incident for which a full resolution is not yet available D. Any change of state that has significance for the management of a configuration item (CI) 18. Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'? A. Only add controls and metrics when they are needed B. Design controls and metrics first, then remove those not adding value C. Design controls and metrics and add them individually until all are implemented D. Only add controls and metrics that are required for compliance 19. Which practice provides a communications point for users to report operational issues, queries and requests? A. Incident management B. Continual improvement C. Service desk D. Relationship management 20. What are typically recognized through notifications created by an IT service, CI or monitoring tool? A. Incidents B. Problems C. Events D. Requests 21. Which dimension is MOST concerned with skills, competencies, roles and responsibilities? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes 22. What is utility? A. The functionality offered by a service to meet a particular need B. Assurance that a service will meet agreed requirements C. The amount of money spent on a specific activity or resource D.  The perceived benefits, usefulness and importance of something 23. An organization is notified by a supplier about a defect in a software product that they use. Which practice describes the activities needed to log and manage this? A. Incident management B. Problem management C. Change control D. Service desk 24. How should the seven guiding principles be combined when an organization is making a decision? A. By using all the guiding principles equally when making any decision B. By using the one or two guiding principles that are most relevant to the specific decision C. By using the 'focus on value' principle and one or two others that are relevant to the specific decision D. Review each guiding principle to decide how relevant it is to the specific decision 25. An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate? A. Collaborate and promote visibility B. Start where you are C. Focus on value D. Keep it simple and practical 26. Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels? A. Supplier management B. Change control C. Relationship management D. Service desk 27. Which practice has a strong influence on the user experience and perception of the service provider? A.  Service desk B. Change control C. Service level management D. Supplier management 28. 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 29. Which principle concentrates on service consumers? A. Start where you are B. Optimize and automate C. Keep it simple D. Focus on value 30. 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 31. Which activity contributes to the 'where are we now?' step of the 'continual improvement' model? A. Executing improvement actions B. Performing baseline assessments C. Defining the improvement plan D. Understanding the business mission 32. Which statement about service requests is CORRECT? A. Complex service requests should be dealt with as normal changes B. Service requests that require simple workflows should be dealt with as incidents C. Service requests require workflows that should use manual procedures and avoid automation D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment 33. Which statement about 'continual improvement' is CORRECT? A. All improvement ideas should be logged in a single 'continual improvement register' B. A single team should carry out 'continual improvement' across the organization C. 'Continual improvement' should have minimal interaction with other practices D. Everyone in the organization is responsible for some aspects of 'continual improvement' 34. Which is the BEST description of the value of a service to a customer? A. The amount of money the customer pays for using the service B. The financial return the customer gets from using the service C. The outcomes the customer receives by using the service D. The customer's perception of the benefits of using the service 35. Why is it important to set target resolution times in 'incident management'? A. They determine when an incident becomes a problem B. They determine which support team the incident should be escalated to C. They enable the management of customer and user expectations D. They facilitate information sharing and learning 36. Which practice is responsible for moving new or changed components to live or other environments? A. Release management B. Deployment management C. Change control D. Supplier management  37. 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 38. What type of change is MOST likely to be managed as a service request? A. A standard change B. A normal change C. An emergency change D. An organizational change 39. Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes 40. Which of these activities is carried out as part of 'problem management'? A. Creating incident records B. Diagnosing and resolving incidents C. Escalating incidents to a support team for resolution D. Trend analysis of incident records 41. Identify the missing word in the following sentence. The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle. A. measurement B. tools C. plans D. process 42. 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 43. What impact does automation have on a service desk? A. Less low level work and a greater ability to focus on user experience B. Increased phone contact and a reduced ability to focus on user experience C. Ability to work from multiple locations, geographically dispersed D. Ability to work from a single centralised location 44. 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 45. Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization? A. Service desk B. Service request management C. Service level management D. Service configuration management 46. What takes responsibility for the outcomes of service consumption? A. Organization B. Sponsor C. Customer D. Service provider 47. Which role approves the cost of services? A. User B. Change authority C. Sponsor D. Customer 48. What actions does a service desk take for all issues, queries and requests that are reported to them? A. Schedule, assess, authorize B. Diagnose, investigate, resolve C. Initiate, approve, fulfil D. Acknowledge, classify, own 49. 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 50. 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 51. Which is included in the purpose of the 'service level management' practice? A. To maximize the number of successful service and product changes B. To ensure accurate information about the configuration of services is available C. To set clear business-based targets for service levels D. To ensure that suppliers and their performance are managed appropriately 52. 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 53. Which value chain activity ensures that service components meet agreed specifications? A. Plan B. Design and transition C. Obtain/build D. Deliver and support 54. What is the purpose of the 'information security management' practice? A. To protect the information needed by the organization to conduct its business B. To observe services and service components C. To ensure that accurate and reliable information about the configuration of services is available when and where it  is needed D. To plan and manage the full lifecycle of all IT assets 55. What includes governance as a component? A. Practices B. The service value chain C. The service value system D. The guiding principles 56. Which practice needs people who understand complex systems and have creative and analytical skills? A. Change control B. Service level management C. Service request management D. Problem management 57. 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 analysed and has not been resolved D. Any change of state that has significance for the management of a service or other configuration item (CI) 58. Which guiding principle is PRIMARILY concerned with end-to-end service delivery? A. Focus on value B. Think and work holistically C. Optimize and automate D. Collaborate and promote visibility 59. 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 60. What is an IT asset? A. Any financially valuable component that can contribute to delivery of an IT product or service 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. The  removal of anything that could have a direct or indirect effect on services 61. Which dimension considers data security and privacy? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes 62. Which term relates to service levels aligned with the needs of service consumers? A. Service management B. Warranty C. Cost D. Utility 63. Which directly assists with the diagnosis and resolution of simple incidents? A. Scripts for collecting user information B. Use of shift working patterns C. Fulfilment of service requests D. Creation of a temporary team 64. 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 65. Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'? A. Only add controls and metrics when they are needed B. Design controls and metrics first, then remove those not adding value C. Design controls and metrics and  add them individually until all are implemented D. Only add controls and metrics that are required for compliance 66. Which practice has a purpose that includes aligning the organization's practices and services with changing business needs? A. Service level management B. Service configuration management C. Relationship management D. Continual improvement 67. Which practice forms a link between the service provider and the users of services? A. Change control B. Service level management C. Problem management D. Service desk 68. 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. CIs C. customers D. assets 69.. 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 a 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 70. Which guiding principle considers customer and user experience? A. Collaborate and promote visibility B. Focus on value C. Start where you are D. Keep it simple and practical 71. Which statement about the 'change control' practice is CORRECT? A. Service requests are usually normal changes that can be implemented quickly without authorization B. Emergency changes are changes that must be fully tested and fully documented prior to implementation C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process D. Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited 72. Which of these activities is carried out as part of 'problem management'? A. Creating incident records B. Diagnosing and resolving incidents C. Escalating incidents to a support team for resolution D. Trend analysis of incident records 73. Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments? A. Incident management B. Problem management C. Continual improvement D. Service request management 74. How does a service consumer contribute to the  reduction of risk? A. By paying for the service B. By managing server hardware C. By communicating constraints D. By managing staff availability 75. What does 'change control' PRIMARILY focus on? A. Changes to service levels B. Changes to products and services C. Changes to organizational structure D. Changes to skills and competencies 76. Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services? A. Release management B. Supplier management C. Service management D. Relationship management 77. What should be used to set user expectations for request fulfilment times? A. The time that the customer indicates for service delivery B. The consumer demand for the service C. The time needed to realistically deliver the service D. The service levels of the supplier 78. Which is a key requirement for a successful service level agreement (SLA)? A. Using individual metrics that relate to the service catalogue B. Using bundled metrics to relate performance to outcomes C. Using single-system-based metrics that relate to outputs D. Using an agreement between the service provider and service supplier 79. Which is considered by the 'partners and suppliers' dimension? A. Using artificial intelligence B. Defining controls and procedures C. Using formal roles and responsibilities D. Working with an integrator to  manage relationships 80. Which practice recommends using tools for collaboration and the automated matching of symptoms? A. Problem management B. Service level management C. Incident management D. Service request management 81. How does information about problems and known errors contribute to 'incident management'? A. It enables quick and efficient diagnosis of incidents B. It removes the need for regular customer updates C. It removes the need for collaboration during incident resolution D. It enables the reassessment of known errors 82. Which practice owns and manages issues, queries and requests from users? A. Incident management B. Service desk C. Change control D. Problem management 83. What defines the requirements for a service and takes responsibility for the outcomes of service consumption? A. An IT asset B. A customer C. A configuration item (CI) D. A user 84. Which guiding principle helps to ensure that better information is available for decision making? A. Keep it simple and practical B. Think and work holistically C. Optimize and automate D. Collaborate and promote visibility 85. Which practice has a purpose that includes observing a service to report selected changes of state identified as events? A. Information security management B.  Monitoring and event management C. Incident management D. Change control 86. Which describes a standard change? A. A change that needs to be scheduled, assessed and authorized following a defined process B. A change that is typically implemented as a service request C. A high- risk change that needs very thorough assessment D. A change that must be implemented as soon as possible 87. Which stakeholders co-create value in a service relationship? A. Investor and supplier B. Consumer and provider C. Provider and supplier D. Investor and consumer 88. Which describes normal changes? A. Changes that are low-risk and pre-authorized B. Changes that need to be scheduled and assessed following a process C. Changes that are typically initiated as service requests D. Changes that must be implemented as soon as possible 89. What is the expected outcome from using a service value chain? A. Service value streams B. Customer engagement C. Value realization D. The application of practices 90. Which statement about outcomes is CORRECT? A. Outcomes are one or more services that fulfil the needs of a service consumer B. Service providers help service consumers achieve outcomes C. Outcomes help service consumers achieve outputs D. Helping service consumers achieve outcomes reduces service provider costs 91. Which skill is an essential part of the 'service level  management' practice? A. Technical knowledge B. Listening C. Diagnosis D. Problem analysis 92. What are the three phases of 'problem management'? A. Problem logging, problem classification, problem resolution B. Incident management, problem management, change control C. Problem identification, problem control, error control D. Problem analysis, error identification, incident resolution 93. Which is a purpose of the 'engage' value chain activity? A. Meeting expectations for quality, costs and time-to-market B. Providing transparency and good relationships C. Ensuring the continual improvement of services D. Ensuring that the organization's vision is understood 94. 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. CIs C. customers D. assets 95. What is described by the service value system? A. How all the components and activities of the organization work together as a system to enable value creation B. Services based on one or more products, designed to address needs of a target consumer group C. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation D. How to apply the systems approach of the guiding principle think and work holistically 96. Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence? A. Problem management B. Supplier management C. Release management D. Service desk 97. What is defined as any component that needs to be managed in order to deliver an IT service? A. A service request B. A configuration item (CI) C. An incident D. An IT asset 98. Which guiding principle recommends using the minimum number of steps necessary to achieve an objective? A. Progress iteratively with feedback B. Focus on value C. Think and work holistically D. Keep it simple and practical 99. 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 A. 1and2 B. 2and3 C. 3and4 D. 1and4 100. What is an IT asset? A. Any financially valuable component that can contribute to delivery of an IT product or service 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. The removal of anything that could have a direct or indirect effect on services 101. Which dimension includes a workflow  management system? A. Organizations and people B. Partners and suppliers C. Information and technology D. Value streams and processes 102. 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. costs C. utility D. warranty 103. Which of these should be logged and managed as a problem? A. A user requests delivery of a laptop B. A monitoring tool detects a change of state for a service C. Trend analysis shows a large number of similar incidents D. 'Continual improvement' needs to prioritize an improvement opportunity 104. In which TWO situations should the ITIL guiding principles be considered? a. In every initiative b. In relationships with all stakeholders c. Only in specific initiatives where the principle is relevant d. Only in specific stakeholder relationships where the principle is relevant A. a and b B. b and c C. c and d D. a and d 105. Which guiding principle recommends coordinating all dimensions of service management? A. Start where you are B. Progress iteratively with feedback  C. Think and work holistically D. Keep it simple and practical 106. What is the purpose of the 'relationship management' practice? A. To establish and nurture the links between the organization and its stakeholders B. To align the organization's practices and services with changing business needs C. To set clear business-based targets for service performance D. To support the agreed quality of a service handling all agreed, user- initiated service requests 107. How should the workflow for a new service request be designed? A. Use a single workflow for all types of service request B. Use different workflows for each type of service request C. Avoid workflows for simple service requests D. Leverage existing workflows whenever possible 108. What is the purpose of the 'information security management' practice? A. To protect the information needed by the organization to conduct its business B. To observe services and service components C. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed D. To plan and manage the full lifecycle of all IT assets 109. Identify the missing word in the following sentence. The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle. A. measurement B. tools C. plans D. process 110. How should automation be implemented? A. By  replacing human intervention wherever possible B. By replacing the existing tools first C. By initially concentrating on the most complex tasks D. By optimizing as much as possible first 111. Which activity is part of the 'continual improvement' practice? A. Identifying and logging opportunities B. Delivering tactical and operational engagement with customers C. Populating and maintaining the asset register D. Providing a clear path for users to report issues, queries, and requests 112. Which competencies are required by the 'service level management' practice? A. Problem investigation and resolution B. Business analysis and commercial management C. Incident analysis and prioritization D. Balanced scorecard reviews and maturity assessment 113. Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments? A. Incident management B. Problem management C. Continual improvement D. Service request management 114. Which statement about costs is CORRECT? A. Costs imposed on the consumer are costs of service utility B. Costs removed from the consumer are part of the value proposition C. Costs imposed on the consumer are costs of service warranty D. Costs removed from the consumer are part of service consumption 115. What is typically needed to assign complex incidents to support groups? A. A self-help tool B.  The incident priority C. A change schedule D. The incident category 116. Which practice has a purpose that includes aligning the organization's practices and services with changing business needs? A. Service level management B. Service configuration management C. Relationship management D. Continual improvement 117. 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 a change request B. As a service request C. As an event D. As a problem 118. 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. Asking customers open questions to establish their requirements D. Using operational data to provide detailed service reports 119. Which dimension includes activities and workflows? A. Organizations and people B. Information and technology C. Partners and suppliers D. Value streams and processes 120. What should be used to set user expectations for request fulfilment times? A. The time that the customer indicates for service delivery B. The consumer demand for the service C. The time needed to realistically deliver the service D. The service levels of the supplier  121. Which ITIL guiding principle recommends using existing services, processes and tools when improving services? A. Progress iteratively with feedback B. Keep it simple and practical C. Start where you are D. Focus on value 122. 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 123. 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 124. Which statement about emergency changes is CORRECT? A. The testing of emergency changes 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 125. 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 126. 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 127. 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 128. 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 129. 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 130. 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 131. 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 132. Which practice updates information relating to symptoms and business impact? A. Service level management B. Change control C. Service request management D. Incident management 133. 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 134. 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 135. 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 136. Which statement about the steps to fulfil 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 137. What is defined as a cause, or potential cause, of one or more incidents? A. Change B. Event C. Known error D. Problem 138. 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 139. 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 140. 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 141. 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 142. 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 143. 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 144. 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 145. 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 146. 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 147. 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 148. 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 149. 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 150. 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 151. 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' D. The 'engage' value chain activity 152. 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 153. 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 154. How does a service consumer contribute to the reduction of risk? A. By paying for the service B. By managing server hardware C. By communicating constraints D. By managing staff availability 155. What helps diagnose and resolve a simple incident? A. Rapid escalation B. Formation of a temporary team C. The use of scripts D. Problem prioritization 156. 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 157. 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 158. 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 159. Which TWO statements about an organization's culture are CORRECT? 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 A. 1and2 B. 2and3 C. 3and4 D. 1and4 160. 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