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Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
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 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?
Which term is used to describe removing something that could have an effect on a service?
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
Which practice needs the right culture to be embedded across the entire organization?
Which statement about the purpose or the Monitoring and event management practice is TRUE?
Which term is used to describe the prediction and control of income and expenditure within an organization?
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 recommended as pan of the 'progress iteratively with feedback' guiding principle?
Which practice conducts reviews to validate that services are covering the needs of the customer?
Which activity is NOT recommended by the 'start where you are' guiding principle?
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
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 practice has a purpose that involves creating closer, more collaborative relationships?
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?
Which of the following statements is included in the 'improve' value chain activity's purpose'?
What are the KEY stakeholder groups that service providers should cooperate with?
Which activity is NOT recommended by the start where you are' guiding principle?
For which purpose would the continual improvement practice use a SWOT analysis?
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
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 practice has a purpose that includes managing authentication and non-repudation?
What ensures that a service provider and a service consumer continually co-create value?
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?
Which is the addition, modification or removal of anything that could have an effect on services?
Which practice facilitates operational communication between the service provider organization and users in the service consumer organization?
Identity the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].
Which service request management decisions require that policies are established'?
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 activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?
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
Which value chain activity ensures that ongoing service activity meets user expectations?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
Which dimension of service management considers the workflows and controls needed to deliver services?
Which guiding principle says that services and processes should NOT provide a solution for every exception?
Which practice has a purpose that deludes maximizing the number of successful additions modifications, or removals of anything that could have an effect on a service?
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
Which process works with incident management to ensure that security breaches are detected and logged?
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?
Which practice identifies metrics that reflect the customer's experience of a service?
Which is a key activity carried out in the ‘did we get there?’ step of the ‘continual improvement’ model?
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?
Which practice forms a link between the service provider and the users of services?
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
What is defined as a change of state that has significate for the management of an IT service?
What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
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 practice would help a user gain access to an application that they need to use?
Which service transition process provides guidance about converting data into information?
How does categorization of incidents assist the 'incident management' practice?
How does information about problems and known errors contribute to 'incident management'?
Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
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
In which TWO situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
Which guiding principle helps to ensure that better information is available for decision making?
Which is a key consideration for the guiding principle 'keep it simple and practical'?
When should a full risk assessment and authorization be carried out for a standard change?
What should be done to determine the appropriate metrics for measuring a new service?
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
Which guiding principle recommends coordinating all dimensions of service management?
Which practice identifies metrics that reflect a customer experience of a service?
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?
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
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?
TESTED 29 Aug 2025