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Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design
Which of the following options is a hierarchy that is used in knowledge management?
Which areas of service management can benefit from automation?
1. Design and modeling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
Which process is responsible for discussing reports with customers showing whether services have met their targets?
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
Which one of the following are the two primary elements that create value for customers?
What is the result of carrying out an activity, following a process or delivering an IT service known as?
From the perspective of the service provider, who is the person or group that agrees their service targets?
A Service design package (SDP) would normally be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An emergency change to an IT service
4. An IT service retirement
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures
A process owner has been identified with an " I " in a RACI matrix. Which one of the following would be expected of them?
Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles
A process owner has been identified with an " I " in a RACI matrix.
Which one of the following would be expected of them?
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created
Which of the following are benefits to the business of implementing service transition?
1. Better reuse and sharing of assets across projects and resources
2. Reduced cost to design new services
3. Result in higher volume of successful changes
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Support the creation of a portfolio of quantified services
Which of the following BEST describes service strategies ' value to the business?
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
Which function or process would provide staff to monitor events in an operations bridge?
Which of the following activities are performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes
Which one of the following functions would be responsible for the management of a data centre?
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfilment
3. Demand management
4. Incident management
Which of the following service desk organizational structures are described in service operation?
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun
Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?
What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?
What are customers of IT services who do NOT work in the same organization as the service provider known as?
Which one of the following is the BEST definition of the term ‘service management’?
What are customers of IT services who work in the same organization as the service provider known as?
Which of the following are reasons why ITIL is successful?
1. ITIL is vendor neutral
2. It does not prescribe actions
3. ITIL represents best practice
Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?
Which of the following are classed as stakeholders in service management?
1. Customers
2. Users
3. Suppliers
Which one of the following activities are carried out during the " Where do we want to be? " step of the continual service improvement (CSI) approach?
The design of IT services requires the effective and efficient use of “the four Ps”. What are these four Ps?
Which of the following should be considered when designing measurement systems, methods and metrics?
1. The services
2. The architectures
3. The configuration items
4. The processes
Which one of the following is the CORRECT set of steps for the continual service improvement approach?
At which stage of the service lifecycle should the processes necessary to operate a new service be defined?
Which stage of the continual service improvement (CSI) approach is BEST described by the phrase ' Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision ' ?
Service design emphasizes the importance of the " Four Ps " . These " Four P ' s " include Partners, People, Processes and one other " P " . Which of the following is the additional " P " ?
The consideration of value creation is a principle of which stage of the service lifecycle?
Which of the following is NOT one of the five individual aspects of service design?
What are the categories of events described in the ITIL service operation book?
Which of the following is service transition planning and support NOT responsible for?
Which process has the following objective, ' Produce service design packages (SDPs) based on service charters and change requests ' ?
Which process would you MOST expect to be involved in the management of underpinning contracts?
Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier ' s abilities and requirements
4. User skill levels
Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
Which one of the following can help determine the level of impact of a problem?
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
Which process will regularly analyze incident data to identify discernible trends?
TESTED 13 May 2026