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Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?
Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?
Which practice recommends using tools for collaboration and the automated matching of symptoms?
In which step of the ‘continual improvement model’ is an improvement plan implemented?
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
Which value chain activity communicates the current status of all four dimensions of service management?
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
Which is an example of improving service utility using service management automation?
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
Which practice forms a link between the service provider and the users of services?
Which process is used to compare the value that new services offer with the value of the services they have
replaced?
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.
Identify the missing word in the following sentences.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
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
What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?
What actions does a service desk take for all issues, queries and requests that are reported to them?
Which is the addition, modification or removal of anything that could have an effect on services?
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
A service offering may include, access to resources, and service actions, which is an example of a service action?
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.
Which of the following is NOT recommended by the guiding principle 'start where you are?
Which is a recommendation of the guiding principle 'think and work holistically'?
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?
Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?
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
Which practice recommends that organizations develop competencies »n techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.
identify the missing word(s) in the following sentence.
The purpose or the problem management practice is to reduce the likehood and impact of incidents by identifying actual and potential causes of incidents and managing [?] and Known errors.
Which value chain activity is concerned with the availability of service components?
What is the difference between the 'incident management" and 'service desk’ practices'?
Which statement about the purpose or the Monitoring and event management practice is TRUE?
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 a service provider and a service consumer continually co-create value?
Which of the four dimensions focuses on roles, responsibilities, and systems of authority?
Which statement about the purpose of the Monitoring and event management practice is TRUE?
Which of the following terms is more suitable to describe the functionality of a service?
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
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 is the MOST important stakeholder group that a service provider needs to collaborate with?
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
Which of the four dimensions focuses or managing data in compliance with industry regulations?
A user wants to know how to create a report so they come into contact with the service desk.
Which practice is MOST likely to help with the solution of this issue?
Which is a financially valuable component that can contribute to the delivery of a service?
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?
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
Which term is used to describe removing something that could have an effect on a service?
Which is described by the ‘organizations and people’ dimension of service management?
Which practice guarantees that users have a range of access channels to choose from to report problems?
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
For which purpose would the continual improvement practice use a SWOT analysis?
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 [?].
What is defined as any component that needs to be managed in order to deliver an IT service?
Which is included in the purpose of the ‘design and transition’ value chain activity?
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
Which practice coordinates the classification, ownership and communication of service requests and incidents?
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?
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
Which guiding principle recommends standardizing and streamlining manual tasks?
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?
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.
TESTED 12 Sep 2025
