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What describes the steps needed to create and deliver a specific service to a consumer?
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 of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment
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 activity is NOT recommended by the start where you are ' guiding principle?
Which BEST describe the focus of the ' think and work holistically ' principle?
What are typically recognized through notifications created by an IT service, CI or monitoring tool?
Which guiding principle recommends coordinating all dimensions of service management?
Which is included in the purpose of the ‘deliver and support’ value chain activity?
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Which of the four dimensions contributes MOST to defining activities needed to deliver services?
For which purpose would the continual improvement practice use a SWOT analysis?
Which statement about the input and output of the value chain activities is CORRECT?
Which approach is CORRECT when applying the guiding principle ‘keep it simple and practical’?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Which practice provides visibility of the organization ' s services by capturing and reporting on service performance?
Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?
Identify the missing words in the following sentence.
The ‘incident management’ practice should maintain [?] for logging and managing incidents.
Which is described by the ‘organizations and people’ dimension of service management?
Which of the four dimensions focuses or managing data in compliance with industry regulations?
Which practice has a purpose that includes managing authentication and non-repudation?
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.
What is the difference between the ' incident management ' and ' service desk ' practices?
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?
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
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 has a purpose that includes ensuring that risks have been properly assessed?
Which is a risk that might be removed from a service consumer by an IT service?
Which of the following is the MOST important ' or effective incident management?
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
Which of the following is included in the purpose of the ' continual improvement ' practice?
Which term is used to describe the prediction and control of income and expenditure within an organization?
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?
Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design
What is defined as any component that needs to be managed in order to deliver 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 guiding principle is PRIMARILY concerned with end-to-end service delivery?
When should a full risk assessment and authorization be carried out for a standard change?
Where should all master copies of controlled software and documentation be stored?
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
Which is included in the purpose of the ‘design and transition’ value chain activity?
Which process works with incident management to ensure that security breaches are detected and logged?
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?
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?
Which skill is an essential part of the ' service level management ' practice?
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
What actions does a service desk take for all issues, queries and requests that are reported to them?
Which guiding principle recommends assessing the current state and deciding what can be reused?
Which term relates to service levels aligned with the needs of service consumers?
Which term is used to describe removing something that could have an effect on a service?
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
Which is an example of improving service utility using service management automation?
Which value chain activity ensures that service components meet agreed specifications?
Which service management dimension is focused on activities and how these are coordinated?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Which of the following is the MOST important for effective incident management?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Which practice ' s purpose includes creating closer more collaborative relationships?
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 practice facilitates operational communication between the service provider organization and users in the service consumer organization?
Which is a recommendation for applying the guiding principle ' keep it simple and practical?
What is defined as a change of state that has significance for the management of an IT service?
What role would be MOST suitable for someone with tots of experience working in IT and business roles?
They also have experience of managing relationships with various stakeholders, including suppliers and business managers.
Which dimension of service management considers how activities are coordinated?
Which of the following is NOT recommended by the guiding principle ' start where you are?
Which statement about the ' optimize and automate ' guiding principle is CORRECT?
What describes how components and activities work together to facilitate value creation?
What term is used to describe whether a service will meet availability, capacity and security requirements?
What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?
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 guiding principle says that services and processes should NOT provide a solution for every exception?
TESTED 13 May 2026