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- Question 34
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- Other Question (142q)
- Q1. Which are objectives of problem management? 1. Eliminate recurring incidents 2. Minimize t...
- Q2. Which statement about standard changes is CORRECT?...
- Q3. What is the definition of 'service management'?...
- Q4. Which statement about the 'change enablement' practice is CORRECT?...
- Q5. What is CORRECT about service request management?...
- Q6. Which of these should be logged and managed as a problem?...
- Q7. Which statement about service requests is CORRECT?...
- Q8. What is the customer of a service responsible for?...
- Q9. What is part of a configuration management system (CMS)? 1. Configuration records 2. Confi...
- Q10. Which service catalogue view is considered beneficial when constructing the relationship b...
- Q11. How does a service consumer contribute to the reduction of disk?...
- Q12. Which value chain activity ensures that ongoing service activity meets user expectations?...
- Q13. Which TWO are inputs to the service value system? 1. Demand 2. Products 3. Value 4. Opport...
- Q14. Which statement about IT service management is CORRECT?...
- Q15. Which is a purpose of the 'service level management' practice?...
- Q16. What describes how components and activities work together to facilitate value creation?...
- Q17. Which statement about the steps to fulfill a service request is CORRECT?...
- Q18. Which statement about service offerings is CORRECT?...
- Q19. What is the primary focus of business capacity management?...
- Q20. Which is a low risk change that has been pre-approved so that no additional authorization ...
- Q21. Which directly assists with the diagnosis and resolution of simple incidents?...
- Q22. What should be done to determine the appropriate metrics for measuring a new service?...
- Q23. Which statement about 'continual improvement' is CORRECT?...
- Q24. Which is the CORRECT description of an outcome?...
- Q25. Which term is used to describe the prediction and control of income and expenditure within...
- Q26. Staff in an IT organization are very busy, mostly carrying out tasks that add little or no...
- Q27. Which practice has a purpose that includes managing authentication and non-repudiation?...
- Q28. Which statement about managing incidents is CORRECT?...
- Q29. Which dimension of service management considers the workflows and controls needed to deliv...
- Q30. When should a change request be submitted to resolve a problem?...
- Q31. What are typically recognized through notifications created by an IT service, CI or monito...
- Q32. Which are phases of the release and deployment process? 1. Release build and test 2. Revie...
- Q33. Which statement about the service value chain is CORRECT?...
- Q34. Which statement about value streams is CORRECT?...
- Q35. Which guiding principle focuses on reducing costs and human errors?...
- Q36. What is included in the purpose of the 'IT asset management' practice?...
- Q37. Which practice has a purpose that includes managing authentication and non-repudiation?...
- Q38. What ensures that a service provider and a service consumer continually co-create value?...
- Q39. Which is a risk that might be removed from a service consumer by an IT service?...
- Q40. What is the CORRECT order for the three phases of problem management?...
- Q41. Which TWO BEST describe the guiding principles? 1. Short-term 2. Standards 3. Recommendati...
- Q42. Which dimension focuses on relationships with other organizations that are involved in the...
- Q43. Which of the following should IT service continuity strategy be based on? 1. Design of the...
- Q44. Which statement BEST describes a service request?...
- Q45. What actions does a service desk take for all issues, queries and requests that are report...
- Q46. What is the purpose of the 'incident management' practice?...
- Q47. Which is an example of how service automation assists service automation assists service m...
- Q48. Which dimension includes activities and workflows?...
- Q49. Which approach is CORRECT when applying the guiding principle 'keep it simple and practica...
- Q50. Which is a financially valuable component that can contribute to the delivery of a service...
- Q51. When should a full risk assessment and authorization be carried out for a standard change?...
- Q52. Which statement about the purpose of the Monitoring and event management practice is TRUE?...
- Q53. Which two statements about an organization's culture are CORRECT? It is created from share...
- Q54. Which are the elements of process control?
- Q55. When using the 'continual improvement model', which information should be produced by an o...
- Q56. What is the purpose of the 'information security management' practice?...
- Q57. Which is a key requirement for a successful service level agreement (SLA)?...
- Q58. How should a process design allow for exceptional situations?...
- Q59. Which describes a set of defined steps for implementing improvements?...
- Q60. A user contacts the service desk to ask how they can create a report. Which practice is MO...
- Q61. Which is one of the MAIN concerns of the 'design and transition' value chain activity?...
- Q62. What is the CORRECT definition of service management?...
- Q63. Which of these should be logged and managed as a problem?...
- Q64. What ensures that service providers and service consumers continue to create value togethe...
- Q65. When should a workaround be created?
- Q66. Which service value chain activity relates with buying new products?...
- Q67. When planning `continual improvement', which approach for assessing the current state of a...
- Q68. Which phase of problem management includes analyzing incidents to look for patterns and tr...
- Q69. Which statement about metrics is CORRECT?
- Q70. Why should some service requests be fulfilled with no additional approvals?...
- Q71. For which purpose would the continual improvement practice use a SWOT analysis?...
- Q72. Which is an example of a business related measurement?...
- Q73. Which phase of problem management includes the regular re-assessment of the effectiveness ...
- Q74. Where are the details of the required performance outcomes of a service defined?...
- Q75. What impact does automation have on a service desk?...
- Q76. Which 'service level management' activity helps staff to deliver a more business-focused s...
- Q77. How do 'continual improvement registers' help to create value?...
- Q78. Which directly assists with the diagnosis and resolution of simple incidents?...
- Q79. Service transition contains detailed descriptions of which processes?...
- Q80. What is the definition of a known error?
- Q81. Which of the four dimensions contributes MOST to defining activities needed to deliver ser...
- Q82. Which practice MOST requires staff who demonstrate skills such as empathy and emotional in...
- Q83. Which statement about the use of measurement in the 'start where you are' guiding principl...
- Q84. Which term is used to define "any component that needs to be managed in order to deliver a...
- Q85. Which of these activities is carried out as part of 'problem management'?...
- Q86. Which statement about problems is CORRECT?
- Q87. Which statement about value creating activities is CORRECT?...
- Q88. Which statement about a 'continual improvement register' is CORRECT?...
- Q89. Which dimension includes activities and workflows?...
- Q90. Which is NOT a component of the service value system?...
- Q91. Identify the missing words in the following sentence. The management of information securi...
- Q92. Which is an important principle of communication in service operation?...
- Q93. An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?...
- Q94. Which statement BEST describes the value of service strategy to the business?...
- Q95. What is used to link activities within the service value chain?...
- Q96. Which practice uses pre-defined, standardized procedures to enable fulfilment times to be ...
- Q97. Which ITIL concept helps an organization to make good decisions?...
- Q98. Which guiding principle recommends using ideas from ITIL, Lean, DevOps, Kanban, and other ...
- Q99. Which step of the 'continual management model' defines measurable targets?...
- Q100. Which practice recommends using tools for collaboration and the automated matching of symp...
- Q101. Which practice nurtures links with stakeholders at strategic and tactical levels?...
- Q102. Which statement about outputs is CORRECT?
- Q103. Which guiding principle helps an organization to understand the impact of an altered eleme...
- Q104. A user wants to know how to create a report, so they come into contact with the service de...
- Q105. Which describes a standard change?
- Q106. Which statement about Service Asset and Configuration Management (SACM) is FALSE?...
- Q107. Identify the missing word(s) in the following sentence: The purpose of the problem managem...
- Q108. Which step of the continual improvement model includes baseline assessments?...
- Q109. What is included in the purpose of the 'continual improvement' practice?...
- Q110. What includes governance as a component?
- Q111. How can a service consumer contribute to the reduction of risk?...
- Q112. What can be described as an operating model for the creation and management of products an...
- Q113. Which practice has a purpose that includes managing risks relating to confidentiality, int...
- Q114. What is the MOST LIKELY reason that incident management would need a temporary team to wor...
- Q115. What can be used to determine if a service is 'fit for purpose'?...
- Q116. What are the types of asset management?
- Q117. Which statement about metrics is CORRECT?
- Q118. Which two practices use workarounds?
- Q119. Which ITIL practice recommends performing service reviews to ensure that services continue...
- Q120. Which guiding principle recommends consideration of the four dimensions in order to make s...
- Q121. Which TWO of the following are considerations of change enablement? 1. Managing the people...
- Q122. What type of change is MOST likely to be managed by the 'service request management' pract...
- Q123. What is important for a 'continual improvement register' (CIR)?...
- Q124. Which BEST describes the purpose of the 'improve' value chain activity?...
- Q125. Which two statements about an organization's culture are CORRECT? 1. It is created from sh...
- Q126. Which statement about outcomes is CORRECT?
- Q127. Which guiding principle discourages 'silo activity'?...
- Q128. Which component is focused on the activities needed by an organization to help it co-creat...
- Q129. What helps diagnose and resolve a simple incident?...
- Q130. When is the earliest that a workaround can be documented in 'problem management'?...
- Q131. Which practice is MOST LIKELY to make use of artificial intelligence, robotic process auto...
- Q132. Which practice ensures that any addition, modification, or removal of anything that could ...
- Q133. Which stakeholders co-create value in a service relationship?...
- Q134. Which is one of the five aspects of service design?...
- Q135. What MAIN factors are considered to assess the priority of an incident?...
- Q136. Which guiding principle considers the importance of customer loyalty?...
- Q137. Which activity is NOT recommended by the 'start where you are' guiding principle?...
- Q138. Which practice is MOST likely to benefit from the use of chatbots?...
- Q139. When using the ITIL continual improvement model, which information should be produced by a...
- Q140. Which are elements of the service value system?...
- Q141. Identify the missing words in the following sentence: A user is [?] that uses services....
- Q142. Identify the missing word in the following sentence: A service is a means of enabling valu...
