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TESTED 22 Jan 2025
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What are typically recognized through notifications created by an IT service, CI or monitoring tool?
Which usually requires a team of representatives from many stakeholder groups?
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
Which practice needs people who understand complex systems and have creative and analytical skills?
How does categorization of incidents assist the 'incident management' practice?
Which term is used to describe the prediction and control of income and expenditure within an organization?
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.
Which service transition process provides guidance about converting data into information?
Which value chain activity ensures the availability of service components?
Which statement about IT service management is CORRECT?
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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.
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?
Which practice provides support for managing feedback, compliments and complaints from users?
Which practice establishes a channel between the service provider and its users?
Which statement about the ‘continual improvement’ practice is CORRECT?
Which practice forms a link between the service provider and the users of services?
Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?
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 guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
Which practice involves the management of vulnerabilities that were not identified before the service went live?
Which is a recommendation of the guiding principle 'think and work holistically'?
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?
Which value chain activity ensures that ongoing service activity meets user expectations?
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
What is defined as a change of state that has significance for the management of an IT service?
What can be described as an operating model for the creating and management of products and services?
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?
Which practice is responsible for moving new or changed components to live or other environments?
Which practices is MOST associate with the use of empathy to understand users?
Which is a recommendation for applying the guiding principle 'keep it simple and practical?
How are target resolution times used in the 'incident management' practice?
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?
What varies in size and complexity, and uses functions to achieve its objectives?
Where are the details of the required performance outcomes of a service denned?
Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?
Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Which of the four dimensions focuses or managing data in compliance with industry regulations?
Which of the following is a necessity to a successful service level agreement (SLAs)?
Which of the following terms is more suitable to describe the functionality of a service?
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
What type of change is often used for resolving incidents or implementing security patches?
Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review in order to meet their needs?
What is defined as "any component that needs to be managed in order to deliver an IT service"?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
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 is a key requirement for successful service level agreements (SLAs)?
Which is a key element of the 'think and work holistically' guiding principle?
Which service value chain activity deals with the purchase of new products?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
Which of the following is included in the purpose of the 'continual improvement' practice?
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.
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
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.
Which activity is NOT recommended by the 'start where you are' guiding principle?
Which activity is NOT recommended by the start where you are' guiding principle?
What should remain constant within an organization, even when the organization's objectives change?
For which purpose would the continual improvement practice use a SWOT analysis?
Which is described by the 'organizations and people' dimension of service management?
What ensures that a service provider and a service consumer continually co-create value?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
What ensures that service providers and service consumers continue to create value together?
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
When should a full risk assessment and authorization be carried out for a standard change?
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
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
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?
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
Which is included in the purpose of the ‘design and transition’ value chain activity?
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.
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Which practice updates information relating to symptoms and business impact?
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 practice has a purpose that includes aligning the organization's practices and services with changing business needs?
Which guiding principle recommends standardizing and streamlining manual tasks?
Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?
TESTED 22 Jan 2025