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Which is included in the purpose of the ‘design and transition’ value chain activity?
What describes how components and activities work together to facilitate value creation?
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 dimension is MOST concerned with skills, competencies, roles and responsibilities?
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
Which practice has a purpose to support the quality of the service by handling all agreed user initiated service
requests?
Which value chain activity ensures that ongoing service activity meets user expectations?
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
Which phase of problem management includes analysing incidents to look for patterns and trends?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity
Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?
Which practice nurtures links with stakeholders at strategic and tactical levels'?
A service offering may include, access to resources, and service actions, which is an example of a service action?
Which practice recommends that organizations develop competencies »n techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?
Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?
An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?
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 Guiding principle says that it is not usually necessary to build something new?
Which is a low risk change that has been pre-approved so that no additional authorization is needed?
Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
Which term relates to service levels aligned with the needs of service consumers?
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
What actions does a service desk take for all issues, queries and requests that are reported to them?
Which process works with incident management to ensure that security breaches are detected and logged?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which practice establishes a channel between the service provider and its users?
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
How should an organization include third-party suppliers in the continual improvement of services?
Which TWO are important aspects of the ‘service request management’ practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals
Which value chain activity communicates the current status of all four dimensions of service management?
Which practice provides support for managing feedback, compliments and complaints from users?
Which statement about the input and output of the value chain activities is CORRECT?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Which is a key element of the 'think and work holistically' guiding principle?
Which is recommended as pan of the 'progress iteratively with feedback' guiding principle?
Which is a financially valuable component that can contribute to the delivery of a service?
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?
identify the missing word(s) in the following sentence.
The purpose or the problem management practice is to reduce the likehood and impact of incidents by identifying actual and potential causes of incidents and managing [?] and Known errors.
Which of the following terms is more suitable to describe the functionality of a service?
What is the difference between the 'incident management' and 'service desk' practices?
What is the difference between the 'incident management" and 'service desk’ practices'?
Which practice conducts reviews to validate that services are covering the needs of the customer?
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 described by the ‘organizations and people’ dimension of service management?
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
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 term is used to describe removing something that could have an effect on a service?
What should remain constant within an organization, even when the organization's objectives change?
Which statement about the purpose of the Monitoring and event management practice is TRUE?
Identity 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 [?], and the CIs that support them, is available when and where it is needed
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
Which practice guarantees that users have a range of access channels to choose from to report problems?
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
What is defined as any component that needs to be managed in order to deliver an IT service?
Which practice has a purpose that includes ensuring that risks have been properly assessed?
Which is a key consideration for the guiding principle 'keep it simple and practical'?
How does information about problems and known errors contribute to 'incident management'?
Which guiding principle recommends coordinating all dimensions of service management?
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
When should a full risk assessment and authorization be carried out for a standard change?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
TESTED 17 Sep 2025