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Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
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 [?].
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 practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
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
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.
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 practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
Which statement about the purpose or the Monitoring and event management practice is TRUE?
Which of the four dimensions focuses on roles, responsibilities, and systems of authority?
Which of the following is included in the purpose of the 'continual improvement' practice?
What ensures that a service provider and a service consumer continually co-create value?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
What type of change is often used for resolving incidents or implementing security patches?
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 is a financially valuable component that can contribute to the delivery of a service?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
What are the KEY stakeholder groups that service providers should cooperate with?
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 practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Which practice needs the right culture to be embedded across the entire organization?
Which component is focused on the activities needed by an organization to help it co-create value?
When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?
What is the difference between the 'incident management' and 'service desk' practices?
For which purpose would the continual improvement practice use a SWOT analysis?
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
Which process is used to compare the value that new services offer with the value of the services they have
replaced?
Which of the four dimensions focuses or managing data in compliance with industry regulations?
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
Which service transition process provides guidance about converting data into information?
Identify the missing word in the following sentence.
The purpose of the 'information security management' practice is to [?] the organization's information.
Which guiding principle is PRIMARILY concerned with end-to-end service delivery?
What describes the steps needed to create and deliver a specific service to a consumer?
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 processes are responsible for the regular review of underpinning contracts?
Which guiding principle recommends collecting data before deciding what can be re-used?
Which practice recommends using tools for collaboration and the automated matching of symptoms?
Which helps to manage an incident when it is unclear which support team should be working on the incident?
Which practice provides users with a way to get various requests arranged, explained and coordinated?
Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?
Which service catalogue view is considered beneficial when constructing the relationship between services,
SLAs, OLAs, and other underpinning agreements?
Which service management dimension is focused on activities and how these are coordinated?
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
Which practices is MOST associate with the use of empathy to understand users?
Which practice recommends the use of event-based surveys to gather feedback from customers?
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
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
Which practice involves the management of vulnerabilities that were not identified before the service went live?
Which guiding principle says that services and processes should NOT provide a solution for every exception?
Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?
Which practice nurtures links with stakeholders at strategic and tactical levels'?
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
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 [?].
Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services
Which dimension of service management considers how activities are coordinated?
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
Which dimension considers the application of artificial intelligence to service management?
Which phase of problem management includes analysing incidents to look for patterns and trends?
Which activity contributes to the ‘where are we now?’ step of the ‘continual improvement’ model?
What is defined as a change of state that has significance for the management of an IT service?
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
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which is a key consideration for the guiding principle 'keep it simple and practical'?
What type of change is MOST likely to be managed by the 'service request management' practice?
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which guiding principle recommends standardizing and streamlining manual tasks?
When should a full risk assessment and authorization be carried out for a standard change?
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
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.
TESTED 14 Oct 2025