Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
What describes the steps needed to create and deliver a specific service to a consumer?
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?
Which is NOT a structure of service desk that is described in the ITIL service operation guidance?
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 practice has a purpose that includes aligning the organization's practices and services with changing business needs?
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 [?].
Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.
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
What is defined as any component that needs to be managed in order to deliver an IT service?
When should a full risk assessment and authorization be carried out for a standard change?
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
Which processes are responsible for the regular review of underpinning contracts?
Which guiding principle helps to ensure that better information is available for decision making?
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
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
What type of change is MOST likely to be managed by the 'service request management' practice?
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
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 to support the quality of the service by handling all agreed user initiated service
requests?
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Which statement about the purpose of the Monitoring and event management practice is TRUE?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
Which guiding principle recommends coordinating all dimensions of service management?
Which of the four dimensions’ focuses on roles responsibilities and systems of authority?
Which TWO BEST describe the guiding principles?
Short term
Standards
Recommendations
Long-term
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.
The purpose of the service configuration management practice to to ensure mat accurate and reliable information about the configuration of [?], and the is that support mem, is available when and where it to needed.
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Which of the following is a necessity to a successful service level agreement (SLAs)?
Which is recommended as pan of the 'progress iteratively with feedback' guiding principle?
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?
Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
Which is described by the 'organizations and people' dimension of service management?
Which practice has a purpose that includes managing authentication and non-repudation?
What is the MOST LIKELY reason mat incident management would need a temporary team to work together?
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.
For which purpose would the continual improvement practice use a SWOT analysis?
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
What should remain constant within an organization, even when the organization's objectives change?
Which of the following is included in the purpose of the 'continual improvement' practice?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Which component is focused on the activities needed by an organization to help it co-create value?
Which of the following guiding principles proposes the elimination of unnecessary work?
Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review in order to meet their needs?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
Which practice has a purpose that involves creating closer, more collaborative relationships?
Which is described by the ‘organizations and people’ dimension of service management?
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
Identify the missing words in the following sentence.
The ‘incident management’ practice should maintain [?] for logging and managing incidents.
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?
What describes how components and activities work together to facilitate value creation?
What can be described as an operating model for the creating and management of products and services?
Which is a recommendation of the guiding principle 'think and work holistically'?
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
Which practice has a strong influence on the user experience and perception of the service provider?
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
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].
An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?
What term is used to describe whether a service will meet availability, capacity and security requirements?
What can be described as an operating model for the creation and management of products and services?
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?
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 MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?
Which practice requires skills and competencies related to business analysis, supplier management and relationship management?
Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills
Which practice helps to ensure that the services delivered to customers are aligned with their needs?
Which practice recommends the use of event-based surveys to gather feedback from customers?
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?
Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
Which is a risk that might be removed from a service consumer by an IT service?
What is defined as a change of state that has significate for the management of an IT service?
Which helps to manage an incident when it is unclear which support team should be working on the incident?
Which guiding principle is PRIMARILY concerned with consumer's revenue and growth?
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?
Which practice provides visibility of the organization's services by capturing and reporting on service performance?
Which service management dimension is focused on activities and how these are coordinated?
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
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TESTED 15 Sep 2025
