Which ITIL guiding principle recommends using existing services, processes and tools when
improving services?
A. Progress iteratively with feedback
B. Keep is simple and practical
C. Start where you are
D. Focus on value - ANSWER C. Start where you are
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 - ANSWER D. Change control
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 - ANSWER B. When the procedure for the
standard change is created
Which statement about emergency changes is CORRECT?
A. The testing of emergency 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
1
,C. Emergency changes should be authorized and implemented as service requests
D. Emergency changes must be fully documented before authorization and implementation -
ANSWER B. The assessment and authorization of emergency changes is expedited to en-
sure they can be implemented quickly
Which practice coordinates the classification, ownership and communication of service re-
quests and incidents?
A. Supplier management
B. Service desk
C. Problem management
D. Relationship management - ANSWER B. Service desk
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 - ANSWER A. Assur-
ance that a product or service will meet agreed requirements
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 - ANSWER A. The
management of resources configured to deliver the service
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
2
,C. There should only be one for the whole organization
D. It should be re-prioritized as ideas are documented - ANSWER D. It should be re-priori-
tized as ideas are documented
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 - ANSWER A. Service value chain activities
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 - ANSWER A. An outcome can be ena-
bled by more than one output
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 -
ANSWER A. The service desk should work in close collaboration with support and devel-
opment teams
Which practice updates information relating to symptoms and business impact?
A. Service level management
B. Change control
C. Service request management
3
, D. Incident management - ANSWER D. Incident management
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 - ANSWER D. Continually meet-
ing stakeholder expectations for costs
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 - ANSWER D. Service request management
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 - ANSWER D. The four dimensions of ser-
vice management
Which statement about the steps to fulfill 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 - ANSWER B. They should be well-known and proven
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improving services?
A. Progress iteratively with feedback
B. Keep is simple and practical
C. Start where you are
D. Focus on value - ANSWER C. Start where you are
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 - ANSWER D. Change control
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 - ANSWER B. When the procedure for the
standard change is created
Which statement about emergency changes is CORRECT?
A. The testing of emergency 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
1
,C. Emergency changes should be authorized and implemented as service requests
D. Emergency changes must be fully documented before authorization and implementation -
ANSWER B. The assessment and authorization of emergency changes is expedited to en-
sure they can be implemented quickly
Which practice coordinates the classification, ownership and communication of service re-
quests and incidents?
A. Supplier management
B. Service desk
C. Problem management
D. Relationship management - ANSWER B. Service desk
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 - ANSWER A. Assur-
ance that a product or service will meet agreed requirements
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 - ANSWER A. The
management of resources configured to deliver the service
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
2
,C. There should only be one for the whole organization
D. It should be re-prioritized as ideas are documented - ANSWER D. It should be re-priori-
tized as ideas are documented
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 - ANSWER A. Service value chain activities
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 - ANSWER A. An outcome can be ena-
bled by more than one output
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 -
ANSWER A. The service desk should work in close collaboration with support and devel-
opment teams
Which practice updates information relating to symptoms and business impact?
A. Service level management
B. Change control
C. Service request management
3
, D. Incident management - ANSWER D. Incident management
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 - ANSWER D. Continually meet-
ing stakeholder expectations for costs
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 - ANSWER D. Service request management
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 - ANSWER D. The four dimensions of ser-
vice management
Which statement about the steps to fulfill 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 - ANSWER B. They should be well-known and proven
4
