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Which practice has a strong influence on the user experience and perception of the service provider?
Which phase of problem management includes analysing incidents to look for patterns and trends?
An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
What aspect of ' service level management ' asks service consumers what their work involves and how technology helps them?
What describes how components and activities work together to facilitate value creation?
Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity
Which is the addition, modification or removal of anything that could have an effect on services?
Which practice provides users with a way to get various requests arranged, explained and coordinated?
What is recommended by the guiding principle ‘progress iteratively with feedback’?
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 word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
Which practice provides visibility of the organization ' s services by capturing and reporting on service performance?
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?
Identify the missing word in the following sentence.
The purpose of the ' information security management ' practice is to [?] the organization ' s information.
Which term relates to service levels aligned with the needs of service consumers?
What is defined as a change of state that has significate for the management of an IT service?
In which step of the ‘continual improvement model’ is an improvement plan implemented?
Which is included in the purpose of the ‘deliver and support’ value chain activity?
Which statement about IT service management is CORRECT?
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Which practice has a purpose that includes aligning the organization ' s practices and services with changing business needs?
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.
What can be described as an operating model for the creating and management of products and services?
Which practice has the purpose of ensuring that the organization’s suppliers and their performance and
managed appropriately to support the provision of seamless, quality products and services?
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
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 minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?
Which dimension of service management considers how activities are coordinated?
Which benefit is MOST aligned with the guiding principle ' progress iteratively with feedback ' ?
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which practice ensures that a variety of access channels are available for users to report issues?
Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?
Which is described by the ' organizations and people ' dimension of service management?
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].
What is defined as any component that needs to be managed in order to deliver an IT service?
Which guiding principle recommends standardizing and streamlining manual tasks?
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.
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
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 [?].
How does information about problems and known errors contribute to ' incident management ' ?
Which practice has a purpose that includes ensuring that risks have been properly assessed?
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
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 activity is NOT recommended by the start where you are ' guiding principle?
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
Which practice has a purpose that includes managing authentication and non-repudation?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
Which of the four dimensions focuses or managing data in compliance with industry regulations?
What type of change is often used for resolving incidents or implementing security patches?
Which statement about the input and output of the value chain activities is CORRECT?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
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 TWO BEST describe the guiding principles?
Short term
Standards
Recommendations
Long-term
Which term is used to describe removing something that could have an effect on a service?
For which purpose would the continual improvement practice use a SWOT analysis?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
What ensures that a service provider and a service consumer continually co-create value?
For which purpose would the continual improvement practice use a SWOT analysis?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
Which value chain activity is concerned with the availability of service components?
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 of the following is included in the purpose of the ' continual improvement ' practice?
A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
TESTED 04 May 2026