Major Practice 
| 1. Which practice has a purpose that includes maximizing the number of successful additions, modifications, or removals of anything that could have an effect on a service? |
| A. Service request management B. Incident management C. Service desk D. Change enablement |
| (387) D |
| 2. In which situation will incident management USUALLY use a separate process? |
| A. Where no target resolution time exists B. For low impact incidents C. Where the cause must be diagnosed D. For information security incidents |
| (388) D |
| 3. Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality? |
| A. Incident management B. Change enablement C. Service level management D. Continual improvement |
| (389) A |
| 4. Which practice makes use of methods from Lean, Agile and DevOps? |
| A. Service desk B. Continual improvement C. Problem management D. Incident management |
| (390) B |
| 5. Which is a use of a change schedule? |
| A. Speeding up the planning and authorization of emergency changes B. Providing information about deployed changes to help manage incidents and problems C. Providing a means of initiating and assessing normal changes D. Tracking and managing improvement ideas from identification through to final action |
| (393) C |
| 6. Why should a service level manager carry out regular service reviews? |
| A. To ensure that agreements are written simply and are easy to understand B. To collect information about service consumer goals and objectives C. To capture information about service issues and performance against agreed goals D. To ensure continual improvement of services, so that they meet the evolving needs of service consumers |
| (396) D |
| 7. A flaw in an application could cause a service to fail. IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw? |
| A. Problem B. Incident C. Event D. Known error |
| (397) A |
| 8. What role would be MOST suitable for someone with lots of experience working in IT and business roles? They also have experience of managing relationships with various stakeholders, including suppliers and business managers. |
| A. Service level manager B. Service desk agent C. Change authority D. Problem analyst |
| (401) A |
| 9. Which is the addition, modification or removal of anything that could have an effect on services? |
| A. A change B. An event C. An incident D. A problem |
| (402) A |
| 10. Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots? |
| A. Service desk B. Continual improvement C. Problem management D. Incident management |
| (404) A |
| 11. What is a problem that has been analysed but has not been resolved? |
| A. Workaround B. Incident C. Known error D. Event |
| (405) C |
| 12. Which practice recommends that organizations develop competencies in techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards? |
| A. Incident management B. Continual improvement C. Service request management D. Change enablement |
| (408) B |
| 13. 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. |
| A. Service level manager B. Service desk agent C. Change authority D. Problem analyst |
| (412) B |
| 14. Which is a use of a continual improvement register? |
| A. Planning changes, assisting in communication, avoiding conflicts, and assigning resources B. Selecting the right method, model or technique for identifying improvements C. Tracking and managing improvement ideas from identification through to final action D. Describing the services designed to meet the needs of a consumer group |
| (416) C |
| 15. Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated? |
| A. Incident management B. Service level management C. Problem management D. Service request management |
| (417) D |
| 16. Which TWO of the following are considerations of change enablement? 1. Managing the people aspects of change 2. Ensuring that organizational transformations are successful 3. Maximizing the number of successful service changes 4. Ensuring that changes are properly assessed |
| A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4 |
| (418) C |
| 17. In which case would a problem be logged? |
| A. When the cause is identified but not resolved B. After analysis of error information from a supplier C. When a user reports an unplanned service interruption D. After a workaround is identified and documented |
| (420) B |
| 18. Which practice helps to ensure that the services delivered to customers are aligned with their needs? |
| A. Service request management B. Change enablement C. Problem management D. Service level management |
| (422) D |
| 19. Which service request management decisions require that policies are established? |
| A. Deciding how degradations of service are resolved B. Deciding how to handle service requests where the steps are unknown C. Deciding which service requests require approval D. Deciding when workarounds should be used |
| (423) C |
| 20. A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue? |
| A. Incident management B. Service level management C. Service request management D. Change enablement |
| (425) C |
| 21. Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled? |
| A. Incident management B. Service level management C. Problem management D. Service request fulfilment |
| (428) D |
| 22. A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this? |
| A. Incident management B. Problem management C. Change enablement D. Service request management |
| (429) C |
| 23. Which practice is MOST associated with the use of empathy to understand users? |
| A. Service desk B. Continual improvement C. Service level management D. Change enablement |
| (430) A |
| 24. What type of change is often used for resolving incidents or implementing security patches? |
| A. Standard change B. Normal change C. Emergency change D. Change model |
| (433) C |
| 25. Which phase of problem management includes the regular assessment of the effectiveness of workarounds? |
| A. Problem identification B. Problem control C. Error control D. Problem analysis |
| (436) B |
| 26. Which practice performs reviews to ensure that services continue to meet the needs of the customers? |
| A. Monitoring and event management B. Service level management C. Change enablement D. Service desk |
| (437) B |
| 27. Which of the following is included in the purpose of the 'continual improvement' practice? |
| A. The restoration of normal service operation as quickly as possible B. The establishment of links between the organization and its stakeholders at strategic and tactical levels C. The alignment of the organization's practices and services with changing business needs D. The reduction of the likelihood and impact of incidents |
| (439) C |
| 28. Which is the BEST type of resource for investigating complex incidents? |
| A. Self-help systems B. Knowledgeable support staff C. Detailed work instructions D. Disaster recovery plans |
| (441) B |
| 29. Which statement about emergency changes is CORRECT? |
| A. Emergency changes are low risk and well understood B. Authorization of emergency changes may be deferred until after implementation C. It is necessary to complete all documentation before an emergency change is implemented D. Emergency changes are not usually recorded in the change schedule |
| (444) D |
| 30. Which is an example of a problem control activity? |
| A. Reviewing incident records to identify trends B. Implementing a technical fix to resolve an issue C. Re-assessing a known error to understand the ongoing impact D. Documenting the steps in a workaround |
| (448) D |
| 31. Which of the following is the MOST important for effective incident management? |
| A. Collaboration tools and techniques B. Balanced scorecard review C. Automated pipelines D. A variety of access channels |
| (452) A |
| 32. Which practice handles all pre-defined user-initiated service actions? |
| A. Deployment management B. Incident management C. Service level management D. Service request management |
| (453) D |
| 33. For which purpose would the continual improvement practice use a SWOT analysis? |
| A. Understanding the current state B. Defining the future desired state C. Tracking and managing ideas D. Ensuring everyone actively participates |
| (456) A |
| 34. Which TWO types of competence are MOST important for service desk staff? 1. Knowledge of business processes 2. Collaboration skills 3. Advanced technical knowledge 4. Workflow design skills |
| A. 1 and 2 B. 2 and 3 C. 3 and 4 D. 1 and 4 |
| (457) A |
| 35. Which is CORRECT about change authorization? |
| A. A change authority is assigned each time a standard change is requested B. Emergency changes are authorized by the technician making the change C. Assignment of the change authority is based on the change type and model D. The change authority will ensure changes are authorized after they are deployed |
| (458) C |
| 36. Which practice ensures that a variety of access channels are available for users to report issues? |
| A. Service desk B. Service level management C. Incident management D. Change enablement |
| (460) A |
| 37. Identify the missing word(s) in the following sentence. The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and [?]. |
| A. events B. changes C. IT assets D. known errors |
| (461) D |
| 38. Which is a key requirement for successful service level agreements (SLAs)? |
| A. They should be written using language and terms which all parties will understand B. They should be based on system-based metrics which are useful to the service provider C. They should be carried forward, unchanged, from one year to the next to enable consistent service D. They should avoid ambiguous targets such as those relating to user experience |
| (462) A |
| 39. Which is an example of a service request? |
| A. A request for normal operation to be restored B. A request to implement a security patch C. A request for access to a file D. A request to investigate the cause of an incident |
| (463) C |
| 40. When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now? |
| A. Business objectives B. Improvement plans C. Assessment results D. KPI reports |
| (465) C |