| 1. Which statement about Service Desks is CORRECT? |
| A. The Service Desk should work in close collaboration with support and development teams. B. The Service Desk should rely on self-service portals instead of escalation to support teams. C. The Service Desk should remain isolated from technical support teams. D. The Service Desk should escalate all technical issues to support and development teams. |
| A |
| 2. Which describes a set of defined steps for implementing improvements? |
| A. The 'improve' value chain activity. B. The Continual Improvement register. C. The Continual Improvement model. D. The 'engage' value chain activity. |
| C |
| 3. Which practice provides a single point of contact for users? |
| A. Incident Management. B. Change Control. C. Service Desk. D. Service Request Management. |
| C |
| 4. Which activity captures the demand for Incident Resolution and service requests? |
| A. Change Control. B. Problem Management. C. Service Desk. D. Service catalogue management. |
| C |
| 5. What is typically needed to assign complex incidents to support groups? |
| A. The incident priority. B. The incident category. C. A change schedule. D. A self-help tool. |
| B |
| 6. What type of change is MOST likely to be managed by the Service Request Management practice? |
| A. An Emergency Change. B. A normal change. C. An application change. D. A standard change. |
| D |
| 7. Which activity is part of the Continual Improvement practice? |
| A. Identifying the cause of incidents and recommending related improvements. B. Authorizing changes to implement improvements. Logging and managing incidents that result in C.improvement opportunities. D. Making business cases for improvement action. |
| D |
| 8. Which statement about Emergency Changes is CORRECT? |
| A. The testing of emergency can be eliminated in order to implement the change quickly. B. The assessment and Authorization of Emergency Changes is expedited to ensure they can be implemented quickly. C. Emergency Changes should be authorized and implemented as service requests. D. Emergency Changes must be fully documented before Authorization and implementation. |
| B |
| 9. What should all Continual Improvement decisions be based on? |
| A. Accurate and carefully analysed data. B. Details of how services are measured. C. A recent maturity assessment. D. An up-to-date balanced scorecard. |
| C |
| 10. When should the effectiveness of a problem workaround be assessed? |
| A. Whenever the workaround is used. B. Whenever the problem is resolved. C. Whenever the workaround becomes a known error. D. Whenever the problem is prioritized. |
| A |
| 11. Which practice has a purpose that includes ensuring that risks have been properly assessed? |
| A. Service Configuration Management. B. Problem Management. C. Service Level Management. D. Change Control. |
| D |
| 12. Which ITIL practice has a purpose that includes reducing the likelihood of incidents? |
| A. Change Control. B. Continual Improvement. C. Problem Management. D. Service Desk. |
| C |
| 13. What should be done for every problem? |
| A. It should have a workaround to reduce the impact. B. It should be prioritized based on its potential impact and probability. C. It should be resolved so that it can be closed. D. It should be diagnosed to identify possible solutions. |
| B |
| 14. In which step of the Continual Improvement model is an improvement plan implemented? |
| A. What is the vision?. B. How do we get there? C. Take action. D. Did we get there? |
| C |
| 15. Which of the following is an example of incident? |
| A. A backup server is being rebooted while services are running on the primary server. B. An application is not available during the business hours. C. A user has requested access to a shared repository. D. A user wants to reset the password of a server. |
| B |
| 16. What should be used to set user expectations for request fulfilment times? |
| A. The consumer demand for the service. B. The time that the customer indicates for service delivery. . The service levels of the supplier. D. The time needed to realistically deliver the service. |
| D |
| 17. Which competencies are required by the Service Level Management practice? |
| A. Problem investigation and resolution. B. Incident Analysis and Prioritization. C. Business analysis and commercial management. D. Balanced scorecard reviews and maturity assessment. |
| C |
| 18. Which is the BEST example of a standard change? |
| A. The review and Authorization of a change requested by a customer. B. The implementation of a critical software patch in response to a vendor security issue. C. The installation of a software application in response to a service request. D. The replacement of a component in response to a major incident. |
| C |
| 19. Which of the following can be used to access Service Desks? |
| A. Phone calls. B. Text and social media messaging. C. Email. D. All of the above. |
| D |
| 20. Which of these should be logged and managed as a problem? |
| A. Trend analysis shows a large number of similar incidents. B. A user requests delivery of a laptop. C. A Monitoring tool detects a change of state for a service. D. Continual Improvement needs to prioritize an improvement opportunity. |
| A |
| 21. What should be done to determine the appropriate metrics for measuring a new service? |
| A. Measuring the performance over the first six months, and basing a solution on the results. B. Asking customers to provide numerical targets that meet their needs. C. Using operational data to provide detailed service reports. D. Asking customers open questions to establish their requirements. |
| D |
| 22. Which describes a CORRECT approach to change Authorization? |
| A. Changes included in the change schedule are pre-authorized and do not need additional Authorization. B. Normal changes should be assessed and authorized before they are deployed. C. Emergency Changes should be authorized by as many people as possible to reduce risk. D. Normal changes are typically implemented as service requests and authorized by the Service Desk. |
| B |
| 23. How should an organization adopt Continual Improvement methods? |
| A. Use a new method for each improvement the organization handles. B. Select a few key methods for the types of improvement that the organization handles. C. Build the capability to use as many improvement methods as possible. D. Select a single method for all improvements that the organization handles. |
| B |
| 24. A known error is a problem that has been [?] and has not been resolved. |
| A. Closed. B. Logged. C. Analysed. D. Escalated. |
| C |
| 25. Which is a purpose of the Service Desk practice? |
| A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents. B. To capture demand for Incident Resolution and service requests. C. To set clear business-based targets for service performance. D. To maximize the number of successful IT changes by ensuring risks are properly assessed. |
| B |
| 26. Which practice identifies metrics that reflect a customer experience of a service? |
| A. Continual Improvement. B. Service Level Management. C. Service Desk. D. Problem Management. |
| B |
| 27. Which statement about the steps to fulfill a service request is CORRECT? |
| A. They should be complex and detailed. B. They should be well-known and proven. C. They should include incident handling. D. They should be brief and simple. |
| B |
| 28. Which practice has a purpose that includes aligning the organization's practices and services with changing business needs? |
| A. Relationship Management. B. Continual Improvement. C. Service Configuration Management. D. Service Level Management. |
| B |
| 29. How should the workflow for a new service request be designed? |
| A. Use a single workflow for all types of service request. B. Leverage existing workflows whenever possible. C. Use different workflows for each type of service request. D. Avoid workflows for simple service requests. |
| B |
| 30. Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments? |
| A. Incident Management. B. Continual Improvement. C. Service Request Management. D. Problem Management. |
| B |
| 31. A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed? |
| A. As an event. B. As a problem. C. As a service request. D. As a change request. |
| B |
| 32. Which will NOT be handled as a service request? |
| A. The degradation of a service. B. The replacement of a toner cartridge. C. The provision of a laptop. D. A complaint about a support team. |
| A |
| 33. Which practice needs people who understand complex systems and have creative and analytical skills? |
| A. Change Control. B. Service Level Management. C. Service Request Management. D. Problem Management. |
| D |
| 34. Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization? |
| A. Service Desk. B. Service Request Management. C. Service Level Management. D. Service Configuration Management. |
| C |
| 35. Which usually requires a team of representatives from many stakeholder groups? |
| A. Fulfilling a service request. B. Authorizing an Emergency Change. C. Logging a new problem. D. Investigating a major incident. |
| D |
| 36. Which of these activities is carried out as part of Problem Management? |
| A. Creating incident records. B. Diagnosing and resolving incidents. C. Escalating incidents to a support team for resolution. D. Trend analysis of incident records. |
| D |
| 37. Which statement about the Change Control practice is CORRECT? |
| A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process. B. Normal changes are triggered by the creation of a change request which can be created manually or automated. C. Assessment and Authorization of normal changes should be expedited to ensure they can be implemented quickly. D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved. |
| B |
| 38. What actions does a Service Desk take for all issues, queries and requests that are reported to them? |
| A. Schedule, assess, authorize. B. Diagnose, investigate, resolve. C. Initiate, approve, fulfil. D. Acknowledge, classify, own. |
| C |
| 39. Which practice has a purpose to support the quality of the service by handling all agreed user-initiated service requests? |
| A. Change Control. B. IT Asset Management. C. Service Desk. D. Service Request Management. |
| C |
| 40. What is the definition of a problem? |
| A. An unplanned interruption to a service, or reduction in the quality of a service. B. A cause, or potential cause, of one or more incidents. C. An incident for which a full resolution is not yet available. D. Any change of state that has significance for the management of a configuration item (CI). |
| B |
| 41. What aspect of Service Level Management asks service consumers what their work involves and how technology helps them? |
| A. Customer engagement. B. Operational metrics. C. Business metrics. D. Customer feedback. |
| A |
| 42. Which directly assists with the diagnosis and resolution of simple incidents? |
| A. Scripts for collecting user information. B. Use of shift working patterns. C. Fulfilment of service requests. D. Creation of a temporary team. |
| A |
| 43. Which activity contributes to the 'where are we now?' step of the Continual Improvement model? |
| A. Executing improvement actions. B. Performing baseline assessments. C. Defining the improvement plan. D. Understanding the business mission. |
| B |
| 44. Which practice provides a communications point for users to report operational issues, queries and requests? |
| A. Incident Management. B. Continual Improvement. C. Service Desk. D. Relationship Management. |
| C |
| 45. What is the purpose of the Incident Management practice? |
| A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible. B. To capture demand for Incident Resolution and service requests. C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents. D. To support the agreed service quality by effective handling of all agreed user-initiated service requests. |
| A |
| 46. Which practice forms a link between the service provider and the users of services? |
| A. Change Control. B. Service Level Management. C. Problem Management. D. Service Desk. |
| D |
| 47. Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized? |
| A. Deployment Management. B. Release Management. C. Change Control. D. Service Configuration Management. |
| C |
| 48. Which statement about Continual Improvement is CORRECT? |
| A. All improvement ideas should be logged in a single Continual Improvement register. B. A single team should carry out Continual Improvement across the organization. C. Continual Improvement should have minimal interaction with other practices. D. Everyone in the organization is responsible for some aspects of Continual Improvement. |
| D |
| 49. Which statement about the Change Enablement practice is CORRECT? |
| A. Service requests are usually normal changes that can be implemented quickly without Authorization. B. Emergency Changes are changes that must be fully tested and fully documented prior to implementation. C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard process. D. Emergency Changes are changes that must be implemented as soon as possible and therefore Authorization is expedited. |
| D |
| 50. Which is a key activity carried out in the 'did we get there?' step of the Continual Improvement model? |
| A. Define measurable targets. B. Perform baseline assessments. C. Execute improvement actions. D. Evaluate measurements and metrics. |
| D |
| 51. What does Change Enablement PRIMARILY focus on? |
| A. Changes to service levels. B. Changes to products and services. C. Changes to organizational structure. D. Changes to skills and competencies. |
| B |
| 52. What is a change schedule used for? |
| A. To help plan Emergency Changes. B. To help authorize standard changes. C. To help assign a change authority. D. To help manage normal changes. |
| D |
| 53. A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?]. |
| A. Assets. B. Values. C. Elements. D. Services. |
| D |
| 54. Which is handled as a service request? |
| A. The failure of an IT service. B. An Emergency Change to implement a security patch. C. An investigation to identify the cause of an incident. D. A compliment about an IT support team. |
| D |
| 55. Which is a key requirement for a successful service level agreement (SLA)? |
| A. Using individual metrics that relate to the service catalogue. B. Using bundled metrics to relate performance to outcomes. C. Using single-system-based metrics that relate to outputs. D. Using an agreement between the service provider and service supplier. |
| B |
| 56. What impact does automation have on a Service Desk? |
| A. Less low level work and a greater ability to focus on user experience. B. Increased phone contact and a reduced ability to focus on user experience. C. Ability to work from multiple locations, geographically dispersed. D. Ability to work from a single centralised location. |
| A |
| 57. Which practice recommends using tools for collaboration and the automated matching of symptoms? |
| A. Problem Management. B. Service Level Management. C. Incident Management. D. Service Request Management. |
| C |
| 58. Which practice would help a user gain access to an application that they need to use? |
| A. Service Configuration Management. B. Change Enablement. C. Service Request Management. D. Service Level Management. |
| C |
| 59. How are target resolution times used in the Incident Management practice? |
| A. They are agreed, documented, and communicated to help set user expectations. B. They are established, reviewed, and reported to ensure that customers are happy with the service. C. They are initiated, approved, and managed to ensure that predictable responses are achieved. D. They are scheduled, assessed and authorized to reduce the risk of service failures. |
| A |
| 60. Which two practices use workarounds? |
| A. Change Enablement and Continual Improvement. B. Change Enablement and Problem Management. C. Problem Management and Incident Management. D. Incident Management and Continual Improvement. |
| C |
| 61. 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. |
| A. Service consumer. B. Service provider. C. Customer. D. Supplier. |
| B |
| 62. Which statement about managing incidents is CORRECT? |
| A. Low impact incidents should be resolved efficiently, making logging unnecessary. B. The Incident Management practice should use a single process regardless of the impact of the incident. C. Low impact incidents should be resolved efficiently so the resource required is reduced. D. Incidents with the lowest impact should be resolved first. |
| C |
| 63. Which practice has a strong influence on the user experience and perception of the service provider? |
| A. Service Desk. B. Change Enablement. C. Service Level Management. D. Supplier Management. |
| A |
| 64. Which will help solve incidents more quickly? |
| A. Target resolution times. B. Escalating all incidents to support teams. C. Collaboration between teams. D. Detailed procedural steps for incident investigation. |
| C |
| 65. Why should some service requests be fulfilled with no additional approvals? |
| A. To ensure that spending is properly accounted for. B. To ensure that information security requirements are met. C. To streamline the fulfilment workflow. D. To set user expectations for fulfilment times. |
| C |
| 66. Which practice involves the management of vulnerabilities that were not identified before the service went live? |
| A. Service Request Management. B. Problem Management. C. Change Control. D. Service Level Management. |
| B |
| 67. What is the purpose of the Problem Management practice? |
| A. To protect the information needed by the organization to conduct its business. B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors. C. To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services. D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible. |
| B |
| 68. Which is an activity of the Problem Management practice? |
| A. Restoration of normal service operation as quickly as possible. B. Prioritization of problems based on the risk that they pose. C. Authorization of changes to resolve the cause of problems. D. Resolution of incidents in a time that meets customer expectations. |
| B |
| 69. Which is included in the purpose of the Service Level Management practice? |
| A. To maximize the number of successful service and product changes. B. To ensure accurate information about the configuration of services is available. C. To set clear business-based targets for service levels. D. To ensure that suppliers and their performance are managed appropriately. |
| C |
| 70. What is the definition of a known error? |
| A. An unplanned interruption to a service, or reduction in the quality of a service. B. A cause, or potential cause, of one or more incidents. C. A problem that has been analysed and has not been resolved. D. Any change of state that has significance for the management of a service or other configuration item (CI). |
| C |
| 71. Which practice involves the management of vulnerabilities that have been analysed but not resolved? |
| A. Change Control. B. Service Request Management. C. Problem Management. D. Service Level Management. |
| C |
| 72. Which is an activity of the Incident Management practice? |
| A. Assessing and prioritizing improvement opportunities. B. Performing service reviews with customers. C. Providing good-quality updates when expected. D. Automating service requests to the greatest degree possible. |
| C |
| 73. What is defined as a cause, or potential cause, of one or more incidents? |
| A. Change. B. Event. C. Known error. D. Problem. |
| D |
| 74. Which practice is MOST likely to benefit from the use of chatbots? |
| A. Service Level Management. B. Change Enablement. C. Continual Improvement. D. Service Desk. |
| D |
| 75. Which statement about service requests is CORRECT? |
| A. Complex service requests should be dealt with as normal changes. B. Service requests that require simple workflows should be dealt with as incidents. C. Service requests require workflows that should use manual procedures and avoid automation. D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment. |
| D |
| 76. Which statement about the automation of service requests is CORRECT? |
| A. Service requests that cannot be automated should be handled as incidents. B. Service requests and their fulfilment should be automated as much as possible. C. Service requests that cannot be automated should be handled as problems. D. Service requests and their fulfilment should be carried out by Service Desk staff without automation. |
| B |
| 77. What is a change schedule PRIMARILY used for? |
| A. To help plan Emergency Changes. B. To help authorize standard changes. C. To help assign a change authority. D. To help manage normal changes. |
| D |
| 78. Which is a key requirement for a successful service level agreement? |
| A. It should be written in legal language. B. It should be simply written and easy to understand. C. It should be based on the service provider's view of the service. D. It should relate to simple operational metrics. |
| B |
| 79. What are the three phases of Problem Management? |
| A. Problem logging, problem classification, problem resolution. B. Incident Management, Problem Management, Change Enablement. C. Problem identification, problem control, error control. D. Problem analysis, error identification, Incident Resolution. |
| C |
| 80. Where are the details of the required performance outcomes of a service defined? |
| A. Service level agreements. B. Service requests. C. Service components. D. Service offerings. |
| A |
| 81. Which skill is an essential part of the Service Level Management practice? |
| A. Technical knowledge. B. Listening. C. Diagnosis. D. Problem analysis. |
| B |
| 82. Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence? |
| A. Problem Management. B. Supplier Management. C. Release Management. D. Service Desk. |
| D |
| 83. Which practice recommends the use of event-based surveys to gather feedback from customers? |
| A. Service Level Management. B. Change Enablement. C. Service Request Management. D. Problem Management. |
| A |
| 84. How does information about problems and known errors contribute to Incident Management? |
| A. It enables quick and efficient diagnosis of incidents. B. It removes the need for regular customer updates. C. It removes the need for collaboration during Incident Resolution. D. It enables the reassessment of known errors. |
| A |
| 85. Which describes a standard change? |
| A. A change that needs to be scheduled, assessed and authorized following a defined process. B. A change that is typically implemented as a service request. C. A high-risk change that needs very thorough assessment. D. A change that must be implemented as soon as possible. |
| B |
| 86. Which is a service request? |
| A Requesting a workaround for an issue. B. Requesting information about how to create a document. C. Requesting an enhancement to an application. D. Requesting investigation of a degraded service. |
| B |
| 87. Which two practices interact the MOST with the Service Desk practice? |
| A. Incident Management and Service Request Management. B Service Request Management and Deployment Management. C. Deployment Management and Change Enablement. D. Change Enablement and Incident Management. |
| A |
| 88. What is defined as an unplanned interruption or reduction in the quality of a service? |
| A. An incident. B. A problem. C. A change. D. An event. |
| A |
| 89. Which describes normal changes? |
| A. Changes that are low-risk and pre-authorized. B. Changes that need to be scheduled and assessed following a process. C. Changes that are typically initiated as service requests. D. Changes that must be implemented as soon as possible. |
| B |
| 90. The management of information security incidents usually requires [?]. |
| A. Immediate escalation. B. Specialist teams. C. A separate process. D. Third party support. |
| C |
| 91. Which statement about change authorities is CORRECT? |
| A. Change authorities are only required for authorizing Emergency Changes. B. Change authorities are assigned when each change is deployed. C. Change authorities are only required for authorizing normal changes. D. Change authorities are assigned for each type of change and change model. |
| D |
| 92. Which practice owns and manages issues, queries and requests from users? |
| A. Incident Management. B. Service Desk. C. Change Control. D. Problem Management. |
| B |
| 93. What are the MOST important skills required by Service Desk staff? |
| A. Incident Analysis skills. B. Technical skills. C. Problem resolution skills. D. Supplier Management skills. |
| A |
| 94. Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions? |
| A. Service Request Management. B. Service Level Management. C. Incident Management. D. Change Enablement. |
| C |
| 95. What helps diagnose and resolve a simple incident? |
| A. Rapid escalation. B. Formation of a temporary team. C. The use of scripts. D. Problem Prioritization. |
| C |
| 96. When should a change request be submitted to resolve a problem? |
| A. As soon as a solution for the problem has been identified. B. As soon as a workaround for the problem has been identified. C. As soon as the analysis of the frequency and impact of incidents justifies the change. D. As soon as the analysis of cost, risks and benefits justifies the change. |
| C |
| 97. When planning Continual Improvement, which approach for assessing the current state of a service is CORRECT? |
| A. An organization should always use a single technique to ensure metrics are consistent. B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis. C. An organization should always develop competencies in methodologies and techniques that will meet their needs. D. An organization should always use an approach that combines Lean, Agile and DevOps methodologies. |
| B |
| 98. Which is included in the purpose of the Change Enablement practice? |
| A. Make new and changed services available for use. B. Ensure that risks have been properly assessed. C. Record and report selected changes of state. D. Plan and manage the full lifecycle of all IT assets. |
| B |
| 99. When should a full risk assessment and Authorization be carried out for a standard change? |
| A. Each time the standard change is implemented. B. When the procedure for the standard change is created. C. At least once a year. D. When an Emergency Change is requested. |
| B |
| 100. Which statement about a Continual Improvement register is CORRECT? |
| A. It should be managed at the senior level of the organization. B. It should be used to capture user demand. C. There should only be one for the whole organization. D. It should be re-prioritized as ideas are documented. |
| D |
| 101. Which practice coordinates the classification, ownership and communication of service requests and incidents? |
| A. Supplier Management. B. Service Desk. C. Problem Management. D. Relationship Management. |
| B |
| 102. Which practice updates information relating to symptoms and business impact? |
| A. Service Level Management. B. Change Control. C. Service Request Management. D. Incident Management. |
| D |
| 103. What is an incident? |
| A. The planned removal of an item that might affect a service. B. A result enabled by one or more outputs. C. A possible future event that could cause harm. D. A service interruption resolved by the use of self-help tools. |
| D |
| 104. What is the PRIMARY use of a change schedule? |
| A. To support the Incident Management practice and improvement planning. B. To manage Emergency Changes. C. To manage standard changes. D. To plan changes and help avoid conflicts. |
| D |
| 105. What is important for a Continual Improvement register (CIR)? |
| A. Improvement ideas are tested, funded and agreed. B. Improvement ideas that are not being actioned immediately are removed from the CIR. C. Improvement ideas from many sources are kept in a single CIR. D. Improvement ideas are documented, assessed and prioritized. |
| D |
| 106. Which is a purpose of the Service Level Management practice? |
| A. To establish and nurture the links between the organization and its stakeholders. B. To ensure that the organization's suppliers and their performance are managed appropriately. C. To support the agreed quality of a service by handling all agreed, user-initiated service requests. D. To set clear business-based targets for service levels. |
| D |
| 107. Which helps to manage an incident when it is unclear which support team should be working on the incident? |
| A. Disaster recovery plans. B. Swarming. C. Target resolution times. D. Self-help. |
| B |
| 108. Which statement about the Continual Improvement practice is CORRECT? |
| A. Continual Improvement participation should be limited to a small dedicated team. B. It is the role of senior management to authorize improvement initiatives. C. Training should be provided to those involved in Continual Improvement. D. A single Continual Improvement register should be maintained by senior management. |
| B |
| 109. An SLA is a service level agreement. Which describes the 'watermelon SLA' effect? |
| A. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction. B. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed. C. A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences. D. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied. |
| D |
| 110. Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant? |
| A. Change Enablement. B. Continual Improvement. C. Service Desk. D. Service Level Management. |
| D |
| 111. Which TWO are important aspects of the Service Request Management practice? 1. Standardization and automation 2. Providing a variety of channels for access 3. Establishing a shared view of targets 4. Policies for approvals |
| A. 1 and 2. B. 2 and 3. C. 3 and 4. D. 1 and 4. |
| D |
| 112. What is required by all Service Desk staff? |
| A. Excellent technical knowledge. B. Root cause analysis skills. C. Demonstration of emotional intelligence. D. Knowledge of telephony technology. |
| C |
| 113. Which practice establishes a channel between the service provider and its users? |
| A. Relationship Management. B. Change Enablement. C. Supplier Management. D. Service Desk. |
| D |
| 114. Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate? |
| A. Service Desk. B. Monitoring and Event Management. C. Service Level Management. D Continual Improvement. |
| D |
| 115. Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed? |
| A. Monitoring and Event Management. B. Release Management. C. Relationship Management. D. Change Enablement. |
| D |
| 116. Which practice provides users with a way to get various requests arranged, explained and coordinated? |
| A. Service Level Management. B. Relationship Management. C. Continual Improvement. D. Service Desk. |
| D |
| 117. Which helps to streamline the fulfilment of service requests? |
| A. Eliminating service requests which have complex workflows. B. Separating requests relating to service failures from the degradation of services. C. Creating new workflows for every service request. D. Understanding which service requests can be accomplished with limited approvals. |
| D |
| 118. Which practice requires skills and competencies related to business analysis, Supplier Management and Relationship Management? |
| A. Incident Management. B. Monitoring and Event Management. C. IT Asset Management. D. Service Level Management. |
| D |
| 119. When should a workaround be created? |
| A. As soon as possible, once the incident is logged. B. After the resolution of a problem. C. When a potential permanent solution has been identified. D. When a problem cannot be resolved quickly. |
| D |
| 120. Which is a use of the change schedule? |
| A. Assigning resources to changes. B. Deciding the approval authority for changes. C. Automating the change process. D. Creating change models. |
| A |
| 121. Which statement about the Incident Management practice is CORRECT? |
| A. It resolves the highest impact incidents first. B. It maintains detailed procedures for diagnosing incidents. C. It authorizes changes to resolve incidents. D. It identifies the cause of major incidents. |
| A |
| 122. How should an organization prioritize incidents? |
| A. Use an agreed classification which is based on the business impact of the incident. B. Assess the availability of the appropriate support team. C. Ask the user for their preferred resolution timeframe. D. Create an order of incidents based on the dates and times when they were logged. |
| A |
| 123. Which statement about problems is CORRECT? |
| A. Problem Prioritization involves risk assessment. B. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis. C. Problems must be resolved quickly in order to restore normal business activity. D. Problems are not related to incidents. |
| A |
| 124. Which should be handled by Service Request Management? |
| A. A request to provide a laptop. B. A request to implement a security patch. C. A request to resolve an error in a service. D. A request to change a target in a service level agreement. |
| A |
| 125. Which step of the Continual Improvement model includes baseline assessments? |
| A. Where are we now?. B. Did we get there?. C. What is the vision?. D. Where do we want to be?. |
| A |
| 126. Which describes a 'change authority'? |
| A. A person who approves a change. B A model used to determine who will assess a change. C. A tool used to help plan changes. D. A way to manage the people aspects of change. |
| A |
| 127. What is the MOST important reason for prioritizing incidents? |
| A. To ensure that incidents with highest impact are resolved first. B To ensure that user expectations are realistic. C. To help information-sharing and learning. D. To provide links to related changes and known errors. |
| A |
| 128. Which Service Level Management activity helps staff to deliver a more business-focused service? |
| A. Understanding the ongoing requirements of customers. B. Creating targets based on the percentage of uptime of a service. C. Using complex technical terminology in service level agreements (SLAs). D. Measuring low-level operational activities. |
| A |
| 129. Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service? |
| A. Service Request Management. B. Service Configuration Management. C. Deployment Management. D. Change Enablement. |
| A |
| 130. Which skill is required by the Service Level Management practice? |
| A. Supplier Management. B. Technical expertise. C. Event Monitoring. D. Problem Management. |
| A |
| 131. Which statement about the Continual Improvement model is CORRECT? |
| A. Organizations should work through the steps of the model in the sequence in which they are presented. B. The flow of the model helps organizations to link improvements to its goals. C. The model is applicable to only certain parts of the service value system. D. Organizations should use an additional model or method to link improvements to customer value. |
| A |