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TESTED 16 Sep 2025
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What ensures that a service provider and a service consumer continually co-create value?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which statement about the purpose of the Monitoring and event management practice is TRUE?
For which purpose would the continual improvement practice use a SWOT analysis?
Which practice needs the right culture to be embedded across the entire organization?
Which term is used to describe removing something that could have an effect on a service?
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?
Which is described by the ‘organizations and people’ dimension of service management?
Which step of the 'continual improvement model' defines measurable targets?
What is defined as "any component that needs to be managed in order to deliver an IT service"?
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 practice guarantees that users nave a range of access channels to choose from to report problems?
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?
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?
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.
Which BEST describe the focus of the 'think and work holistically' principle?
Which is a key requirement for successful service level agreements (SLAs)?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Which guiding principle recommends assessing the current state and deciding what can be reused?
What describes the steps needed to create and deliver a specific service to a consumer?
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?
Which is a key requirement for a successful service level agreement (SLA)?
Which practice provides users with a way to get various requests arranged, explained and coordinated?
Which service management dimension is focused on activities and how these are coordinated?
What does the 'service request management' practice depend on for maximum efficiency?
Identify the missing word in the following sentence.
A user is [?] that uses services.
Which usually requires a team of representatives from many stakeholder groups?
Which practice would help a user gain access to an application that they need to use?
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
Which dimension includes the knowledge needed for the management of services?
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
Which helps to manage an incident when it is unclear which support team should be working on the incident?
Which statement about IT service management is CORRECT?
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Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
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 term relates to service levels aligned with the needs of service consumers?
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
Which of these activities is carried out as part of ‘problem management’?
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
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 a key element of the 'think and work holistically' guiding principle?
Which value chain activity is concerned with the availability of service components?
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
What type of change is MOST likely to be managed by the 'service request management' practice?
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
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 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 competencies are required by the 'service level management' practice?
Which guiding principle recommends coordinating all dimensions of service management?
Which activity captures the demand for incident resolution and service requests?
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.
Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
Which practice coordinates the classification, ownership and communication of service requests and incidents?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
Which guiding principle helps to ensure that better information is available for decision making?
Which dimension of service management considers how activities are coordinated?
In which situation will incident management USUALLY use a separate process?
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity
Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?
Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
Which step of the continual improvement model includes baseline assessments?
What role would be MOST suitable for someone with tots of experience working in IT and business roles?
They also have experience of managing relationships with various stakeholders, including suppliers and business managers.
Which ‘service level management’ activity helps staff to deliver a more business-focused service?
Where are the details of the required performance outcomes of a service denned?
What describes how components and activities work together to facilitate value creation?
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.
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.
What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
TESTED 16 Sep 2025