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What type of change is often used for resolving incidents or implementing security patches?
What is the MOST LIKELY reason mat incident management would need a temporary team to work together?
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
What ensures that a service provider and a service consumer continually co-create value?
Which TWO BEST describe the guiding principles?
Short term
Standards
Recommendations
Long-term
Which of the following is the MOST important for effective incident management?
Identify the missing word in the following sentence.
The purpose of the service configuration management practice to to ensure mat accurate and reliable information about the configuration of [?], and the is that support mem, is available when and where it to needed.
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
Which practice guarantees that users have a range of access channels to choose from to report problems?
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
What is defined as "any component that needs to be managed in order to deliver an IT service"?
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the eficiency o' manual processes.
4 It is important to understand the organization's objectives when assessing the impact of potential improvements.
What ensures that service providers and service consumers continue to create value together?
What is the difference between the 'incident management' and 'service desk' practices?
Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce me likelihood and impact of incidents by identifying actual and potential causes of incidents and managing [p] and known errors.
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
What are the KEY stakeholder groups mat service providers should cooperate with?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?
Which practice provides support for managing feedback, compliments and complaints from users?
Which is described by the 'organizations and people' dimension of service management?
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
Which term is used to describe the prediction and control of income and expenditure within an organization?
Which processes are responsible for the regular review of underpinning contracts?
Which is an example of improving service utility using service management automation?
Which term relates to service levels aligned with the needs of service consumers?
Which practice recommends using tools for collaboration and the automated matching of symptoms?
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Which service transition process provides guidance about converting data into information?
Which practice provides visibility of the organization's services by capturing and reporting on service performance?
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
What is defined as an unplanned interruption or reduction in the quality of a service?
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
Which statement about IT service management is CORRECT?
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What should be done first when applying the 'focus on value' guiding principle?
Which TWO statements about an organization’s culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
What should be done to determine the appropriate metrics for measuring a new service?
Which is included in the purpose of the ‘design and transition’ value chain activity?
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
What is defined as any component that needs to be managed in order to deliver an IT service?
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.
Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which practice's purpose includes creating closer more collaborative relationships?
Which two statements about the guiding principles are CORRECT?
1.The guiding principles support continual improvement
2.Each guiding principle applies to a selection of the available stakeholder groups
3.Organizations should decide which one of the guiding principles is relevant to them
4.Organizations should consider how the guiding principles interact with each other
Which guiding principle considers how the steps of a process can be performed as efficiently as possible?
Which of the following is NOT recommended by the guiding principle 'start where you are?
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
Which two are considered part of the ‘organizations and people’ dimension of service management?
1.Systems of authority
2.Culture
3.Relationships between organizations
4.Workflows
Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed
An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
Which practice provides a communications point for users to report operational issues, queries and requests?
Which practice has the purpose of ensuring that the organization’s suppliers and their performance and
managed appropriately to support the provision of seamless, quality products and services?
Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?
What describes how components and activities work together to facilitate value creation?
Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?
Which of the following is the MOST important 'or effective incident management?
Which service request management decisions require that policies are established'?
TESTED 19 Sep 2025