Which guiding principle recommends that the 4 dimensions of service management are considered?

1. Which guiding principle recommends collecting data before deciding what can be re-used?

• Focus on value
• Keep it simple and practical
• Start where you are
• Progress interactively with feedback

2. Which statement about known errors and problems is CORRECT?

• Known error is the status assigned to a problem after it has been analyzed
• A known error is the cause of one or more problems
• Known errors cause vulnerabilities, problems cause incidents
• Known errors are managed by technical staff, problems are managed by service management staff

3. Which guiding principle helps to ensure that better information is available for decision making?

• Keep it simple and practical
• Collaborate and promote visibility
• Optimize and automate
• Think and work holistically

4. Which guiding principle recommends coordinating all dimensions of service management?

• Start where you are
• Think and work holistically
• Keep it simple and practical
• Progress iteratively with feedback

5. Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

• Focus on value
• Collaborate and promote visibility
• Think and work holistically
• Keep it simple and practical

6. Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

• Focus on value
• Start where you are
• Collaborate and promote visibility
• Progress iteratively with feedback

7. Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

• Optimize and automate
• Start where you are
• Focus on value
• Progress iteratively with feedback

8. Which of the following is NOT an activity within the service value chain?

• Engage
• Guiding principles
• Delivery and Support
• Obtain/Build

9. What is the end result of the service value system?

• Activities
• Value
• Practices
• Demand

10. What is the reason for using a balanced bundle of service metrics?

• It reduces the number of metrics that need to be collected
• It reports each service element separately
• It provides an outcome-based view of services
• It facilitates the automatic collection of metrics

11. What is the effect of increased automation on the 'service desk' practice?

• Greater ability to focus on customer experience when personal contact is needed
• Decrease in self-service incident logging and resolution
• Increased ability to focus on fixing technology instead of supporting people
• Elimination of the need to escalate incidents to support teams

12. Which statement about the 'service desk1 practice is CORRECT?

• It provides a link with stakeholders at strategic and tactical levels
• It carries out change assessment and authorization
• It investigates the cause of incidents
• It needs a practical understanding of the business processes

13. Identify the missing words in the following sentence. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

• 'focus on value' guiding principle
• service value system
• 'service request management' practice
• four dimensions of service management

14. How should an organization adopt continual improvement methods?

• Use a new method for each improvement the organization handles
• Select a few key methods for the types of improvement that the organization handles
• Build the capability to use as many improvement methods as possible
• Select a single method for all improvements that the organization handles

15. Which value chain activity communicates the current status of all four dimensions of service management?

• Engage
• Improve
• Obtain/build
• Plan

16. Which statement about emergency changes is CORRECT?

• The testing of emergency can be eliminated in order to implement the change quickly
• The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
• Emergency changes should be authorized and implemented as service requests
• Emergency changes must be fully documented before authorization and implementation

17. Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

• Local
• Centralized
• Outsourced
• Virtual

18. Which are the elements of process control?

• Inputs, outputs and triggers
• Work instructions, procedures and roles
• Resources, capabilities and metrics
• Process owner, policy and objectives

19. What can be used to help determine the impact level of a problem?

• Definitive media library (DML)
• Configuration management system (CMS)
• Statement of requirements (SOR)
• Standard operating procedures (SOP)

20. Which is a supplier category?

• Commodity
• Customer
• Resource
• Technical

21. Service transition contains detailed descriptions of which processes?

• Change management, service asset and configuration management, release and deployment management
• Change management, capacity management, event management, service request management
• Service level management, service portfolio management, service asset and configuration management
• Service asset and configuration management, release and deployment management, request fulfillment

22. What is described by the service value system?

• How all the components and activities of the organization work together as a system to enable value creation
• Services based on one or more products, designed to address needs of a target consumer group
• Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
• How to apply the systems approach of the guiding principle think and work holistically

23. How does information about problems and known errors contribute to 'incident management'?

• It removes the need for regular customer updates
• It removes the need for collaboration during incident resolution
• It enables quick and efficient diagnosis of incidents
• It enables the reassessment of known errors

24. What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?

• An initial baseline assessment
• The production of a detailed CSI plan
• Verifying that improvement targets have been achieved
• Understanding priorities for improvement

25. Which term describes the functionality offered by a service?

• Cost
• Utility
• Warranty
• Risk

26. Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?

• Progress iteratively with feedback
• Keep it simple and practical
• Optimize and automate
• Focus on value

27. Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

• Wholesale customer view
• Retail customer view
• Supporting services view
• Service-based SLA view

28. Which value chain activity ensures the availability of service components?

• Improve
• Deliver and support
• Obtain/build
• Engage

29. What is the CORRECT definition of service management?

• A set of specialized organizational capabilities for delivering value to customers in the form of services
• The capability of supplier to deliver services to providers in exchange for money
• A set of specialized assets for transitioning services into the live operational environment
• The capability of service providers to minimize their costs without reducing the value of the services

30. How should an organization adopt continual improvement methods?

• Use a new method for each improvement the organization handles
• Select a few key methods for the types of improvement that the organization handles
• Build the capability to use as many improvement methods as possible
• Select a single method for all improvements that the organization handles

31. What is a recommendation of the ‘focus on value’ guiding principle?

• Focus on value for the service provider first
• Make ‘focus on value’ a responsibility of the management
• Focus on value at every step of the improvement
• Focus on the value of new and significant projects first

32. What considerations influence the supplier strategy of an organization?

• Contracts and agreements
• Type of cooperation with suppliers
• Corporate culture of the organization
• Level of formality

33. Which practice updates information relating to symptoms and business impact?

• Incident management
• Service request management
• Change control
• Service level management

34. Which ITIL concept describes governance?

• The service value system
• The service value chain
• The seven guiding principles
• The four dimensions of service management

35. Which practice provides support for managing feedback, compliments and complaints from users?

• Change control
• Service request management
• Problem management
• Incident management

36. How does categorization of incidents assist the 'incident management' practice?

• It determines the priority assigned to the incident
• It determines how the service provider is perceived C
• It helps direct the incident to the correct support area
• It ensures that incidents are resolved in timescales agreed with the customer

37. Which dimension of service management considers governance, management, and communication?

• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes

38. Which are the elements of process control?

• Inputs, outputs and triggers
• Work instructions, procedures and roles
• Resources, capabilities and metrics
• Process owner, policy and objectives

39. Which is an objective of the design coordination process?

• To produce service design packages and ensure they are handed over to service transition
• To assess and evaluate all changes and their impact on service designs
• To document the initial structure and relationship between services and customers
• To gather and document new service level requirements from the customer

40. Which statement about IT service management is CORRECT?

• It is performed by customers using a mix of IT systems, services and processes
• It is performed by IT service providers using a mix of suppliers and their products
• It is performed by the service desk using a mix of people, process and technology
• It is performed by IT service providers using a mix of people, process and technology

41. Which dimension includes activities and workflows?

• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes

42. Which describes a standard change?

• A change that needs to be scheduled, assessed and authorized following a defined process
• A change that is typically implemented as a service request
• A high-risk change that needs very thorough assessment
• A change that must be implemented as soon as possible

43. What is a recommendation of the "˜focus on value' guiding principle?

• Make "˜focus on value' a responsibility of the management
• Focus on the value of new and significant projects first
• Focus on value for the service provider first
• Focus on value at every step of the improvement

44. Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

• Feedback should be reduced for large improvements as it is unlikely that circum
• Feedback should only be taken into account when one iteration fails to meet its objective
• Each iteration should be designed before starting the initiative and implemented without feedback
• Each iteration should be continually re-evaluated based on feedback

45. What are the ITIL guiding principles used for?

• To help an organization make good decisions
• To direct and control an organization
• To identify activities that an organization must perform in order to deliver a valuable service
• To ensure that an organization's performance continually meets stakeholders' expectations

46. Which is included in the purpose of the "˜design and transition' value chain activity?

• Ensuring that service components are available when needed
• Providing transparency and good stakeholder relationships
• Supporting services according to specifications
• Continually meeting stakeholder expectations for costs

47. What are 'engage', "˜plan' and "˜improve' examples of?

• Service value chain activities
• Service level management
• Service value chain inputs
• Change control

48. What should be done to determine the appropriate metrics for measuring a new service?

• Measuring the performance over the first six months, and basing a solution on the results
• Asking customers to provide numerical targets that meet their needs
• Asking customers open questions to establish their requirements
• Using operational data to provide detailed service reports

49. What is typically needed to assign complex incidents to support groups?

• A self-help tool
• The incident priority
• A change schedule
• The incident category

50. Which competencies are required by the 'service level management' practice?

• Problem investigation and resolution
• Business analysis and commercial management
• Incident analysis and prioritization
• Balanced scorecard reviews and maturity assessment

51. Identify the missing word in the following sentence. The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.

• measurement
• tools
• plans
• process

52. Which of these should be logged and managed as a problem?

• A user requests delivery of a laptop
• A monitoring tool detects a change of state for a service
• Trend analysis shows a large number of similar incidents
• 'Continual improvement' needs to prioritize an improvement opportunity

53. Which is a purpose of the 'engage' value chain activity?

• Meeting expectations for quality, costs and time-to-market
• Providing transparency and good relationships
• Ensuring the continual improvement of services
• Ensuring that the organization's vision is understood

54. What are the three phases of 'problem management'?

• Problem logging, problem classification, problem resolution
• Incident management, problem management, change control
• Problem identification, problem control, error control
• Problem analysis, error identification, incident resolution

55. Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

• Information security management
• Monitoring and event management
• Incident management
• Change control

56. Which TWO statements about an organizations 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

• 1and2
• 2and3
• 3and4
• 1and4

57. What are the MOST important skills required by service desk staff?

• Incident analysis skills
• Technical skills
• Problem resolution skills
• Supplier management skills

58. What is a recommendation of the focus on value guiding principle?

• Make focus on value a responsibility of the management
• Focus on the value of new and significant projects first
• Focus on value for the service provider first
• Focus on value at every step of the improvement

59. Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

• Each iteration should be designed before starting the initiative and implemented without feedback
• Feedback should only be taken into account when one iteration fails to meet its objective
• Feedback should be reduced for large improvements as it is unlikely that circumstances will change
• Each iteration should be continually re-evaluated based on feedback

60. 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?

• Service management
• Continual improvement
• A service
• An IT asset

61. Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

• Start where you are
• Collaborate and promote visibility
• Keep it simple and practical
• Optimize and automate

62. Which is included in the purpose of the design and transition value chain activity?

• Ensuring that service components are available when needed
• Providing transparency and good stakeholder relationships
• Supporting services according to specifications
• Continually meeting stakeholder expectations for costs

63. What are engage, plan and improve examples of?

• Service value chain activities
• Service level management
• Service value chain inputs
• Change control

64. Which is part of service provision?

• The management of resources configured to deliver the service
• The management of resources needed to consume the service
• The grouping of one or more services based on one or more products
• The joint activities performed to ensure continual value co-creation

65. What is the purpose of the 'information security management1 practice?

• To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
• To observe services and service components
• To protect the information needed by the organization to conduct its business
• To plan and manage the full lifecycle of all IT assets

66. Identify the missing words in the following sentence. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

• 'focus on value' guiding principle
• service value system
• 'service request management' practice
• four dimensions of service management

67. Which practice provides support for managing feedback, compliments and complaints from users?

• Change control
• Service request management
• Problem management
• Incident management

68. Which statement about outcomes is CORRECT?

• Outcomes help service consumers achieve outputs
• Outcomes are one or more services that fulfil the needs of a service consumer
• Service providers help service consumers achieve outcomes
• Helping service consumers achieve outcomes reduces service provider costs

69. Which statement about IT service management is CORRECT?

• It is performed by customers using a mix of IT systems, services and processes
• It is performed by IT service providers using a mix of suppliers and their products
• It is performed by the service desk using a mix of people, process and technology
• It is performed by IT service providers using a mix of people, process and technology

70. When should the effectiveness of a problem workaround be assessed?

• Whenever the workaround is used
• Whenever the problem is resolved
• Whenever the workaround becomes a known error
• Whenever the problem is prioritized

71. Which practice updates information relating to symptoms and business impact?

• Change control
• Incident management
• Service request management
• Service level management

72. Which practice identifies metrics that reflect a customer experience of a service?

• Continual improvement
• Service level management
• Service desk
• Problem management

73. What should be used to set user expectations for request fulfillment times?

• The time that the customer indicates for service delivery
• The consumer demand for the service
• The time needed to realistically deliver the service
• The service levels of the supplier

74. Which dimension includes activities and workflows?

• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes

75. A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

• As a change request
• As a service request
• As an event
• As a problem

76. Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

• Service level management
• Service configuration management
• Relationship management
• Continual improvement

77. Which statement about costs is CORRECT?

• Costs imposed on the consumer are costs of service utility
• Costs removed from the consumer are part of the value proposition
• Costs imposed on the consumer are costs of service warranty
• Costs removed from the consumer are part of service consumption

78. Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

• Incident management
• Problem management
• Continual improvement
• Service request management

79. Which activity is part of the 'continual improvement' practice?

• Identifying and logging opportunities
• Delivering tactical and operational engagement with customers
• Populating and maintaining the asset register
• Providing a clear path for users to report issues, queries, and requests

80. How should automation be implemented?

• By replacing human intervention wherever possible
• By replacing the existing tools first
• By initially concentrating on the most complex tasks
• By optimizing as much as possible first

81. What is the purpose of the 'information security management' practice?

• To protect the information needed by the organization to conduct its business
• To observe services and service components
• To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
• To plan and manage the full lifecycle of all IT assets

82. How should the workflow for a new service request be designed?

• Use a single workflow for all types of service request
• Use different workflows for each type of service request
• Avoid workflows for simple service requests
• Leverage existing workflows whenever possible

83. 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

• 1and2
• 2and3
• 3and4
• 1and4

Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as IT needs to be?

What are the 4 dimensions of the service management?

Which guiding principle recommends that the service provider should begin by identifying the service consumer and other key stakeholders?

Which dimension of service management considers how activities are coordinated?