| 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 practice provides a single point of contact for users? |
| A. Incident Management. B. Change Control. C. Service Desk. D. Service Request Management. |
| C |
| 3. 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 |
| 4. 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 |
| 5. 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 |
| 6. 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 |
| 7. 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 |
| 8. 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 |
| 9. 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 |
| 10. 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 |
| 11. 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 |
| 12. A known error is a problem that has been [?] and has not been resolved. |
| A. Closed. B. Logged. C. Analysed. D. Escalated. |
| C |
| 13. 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 |
| 14. 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 |
| 15. 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 |
| 16. 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 |
| 17. 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 |
| 18. 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 |
| 19. 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 |
| 20. 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 |
| 21. 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 |
| 22. 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 |
| 23. 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 |
| 24. 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 |
| 25. 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 |
| 26. 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 |
| 27. 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 |
| 28. 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 |
| 29. 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 |
| 30. 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 |
| 31. 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 |
| 32. 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 |
| 33. 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 |
| 34. 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 |
| 35. 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 |
| 36. 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 |
| 37. 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 |
| 38. 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 |
| 39. 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 |
| 40. 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 |
| 41. 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 |
| 42. 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 |
| 43. 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 |
| 44. 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 |
| 45. What is defined as a cause, or potential cause, of one or more incidents? |
| A. Change. B. Event. C. Known error. D. Problem. |
| D |
| 46. 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 |
| 47. 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 |
| 48. 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 |
| 49. 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 |
| 50. 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 |
| 51. 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 |
| 52. 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 |
| 53. 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 |
| 54. 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 |
| 55. The management of information security incidents usually requires [?]. |
| A. Immediate escalation. B. Specialist teams. C. A separate process. D. Third party support. |
| C |
| 56. Which practice owns and manages issues, queries and requests from users? |
| A. Incident Management. B. Service Desk. C. Change Control. D. Problem Management. |
| B |
| 57. 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 |
| 58. 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 |
| 59. 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 |
| 60. 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 |
| 61. 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 |
| 62. 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 |
| 63. 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 |
| 64. 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 |
| 65. 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 |
| 66. 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 |
| 67. 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 |
| 68. 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 |
| 69. 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 |
| 70. 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 |
| 71. 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 |
| 72. 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 |
| 73. 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 |
| 74. 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 |
| 75. 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 |
| 76. 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 |