Q1: What is the term used to refer to the low risk, pre-authorized changes that are well understood
and fully
documented?
A: Standard Change
Q2: What is the agreement that helps to define the expected service quality?
A: Service Level Agreement
Q3: Which Practice manages the recording, classification and ownership of Service Requests and Incidents?
A: Service Desk
Q4: What is the purpose of incident management practice?
A: Minimize the negative impact of incidents by restoring normal service operations as quickly as possible
Q5: What is the term used to refer to a series of steps that an organization uses to create and deliver products and
services to a service consumer?
A: Value stream
Q6: What impact does automation have on a Service Desk?
A: Less low level work and greater ability to focus on user experience
Q7: Which value chain activity ensures good understanding of organizations vision?
A: Plan
Q8: Which ITIL concept describes governance?
A: Service Value System
Q9: Which of the following statements about Emergency Changes is correct?
A: Assessment and authorization of emergency changes should be expedited to ensure faster implementation
Q10: The purpose of capacity and performance management practice is to ensure that services achieve agreed and
expected performance, satisfying __________ in a cost-effective way.
A: Current and future demand
Q11: Which guiding principle suggests limiting human intervention to activities where it really contributes value?
A: Optimize and automate
Q12: Which of the following is not a classification of Event?
A: Normal
Q13: What is the term used to refer to the set of organizational resources designed for performing work or
accomplishing an objective?
A: Practice
Q14: What is the documented agreement between service provider and customer that defines both services required
and expected levels of service?
A: Service Level Agreement
Q15: What is referred as addition, modification or removal of anything that could have direct or indirect effect on
services?
A: Change
Q16: Which role defines the requirements for a service?
A: Customer
Q17: Value is co-created through an active collaboration between providers and consumers?
A: TRUE
Q18: Any change of state that has significance for the management of a service or other configuration item (CI) is
called?
A: Event
Q19: Which practice has the purpose to maximize the number of successful IT changes?
A: Change Enablement/Change Control
Q20: Which Service Management practice has the purpose to capture demand for incident resolution and service
requests?
A: Service Desk
Q21: Management Practices comprise not just processes and procedures, but also people, skills, partners and
suppliers, information, tools, and so on.
A: TRUE
Q22: Four dimensions of Service Management collectively are critical to the effective and efficient facilitation of value.
A: TRUE
Q23: What does 'Change Control' primarily focus on?
A: Changes to services and products
Q24: What is defined as the version of service or configuration item or collection of configuration items made available
for use?
A: Release
Q25: Which Practice is the entry point and single point of contact for the service provider with all of its users?
A: Service Desk
Q26: Which Practice has the purpose to establish and nurture the links between the organization and its stakeholders at
strategic and tactical levels?
A: Relationship Management
Q27: What is the possible event that could cause harm or loss or make it more difficult to achieve objectives?
A: Risk
Q28: What is defined as an unknown underlying cause or potential cause for one or more incidents?
A: Problem
Q29: Which dimension of Service Management is concerned about the relationship with other organizations that are
involved in managing services?
A: Partners and Suppliers
Q30: What is the definition of outcome?
A: A result for a stakeholder enabled by one or more outputs
Q31: Which of the following defines service?
A: Means of enabling value co-creation by facilitating outcomes for customers
Q32: Which of the following activities is performed as part of Problem Management practice?
A: Trend analysis of incident records
Q33: Which practice supports the quality of the service by handling all agreed user-initiated service requests?
A: Service Request Management
Q34: What is the ITIL term used to refer to 'any component that needs to be managed in order to deliver an IT service'?
A: Configuration Item
Q35: What is an external input to service value chain?
A: Customer requirements
Q36: What is NOT an objective of ITIL guiding principles?
A: Mandate specific actions and decisions of the organization
Q37: Which Practice aligns the organizations practices and services with changing business needs?
A: Continual Improvement
Q38: Which guiding principle emphasizes evaluating value at every step of the improvement?
A: Focus on value
Q39: Which practice makes new services available for use?
A: Release Management
Q40: 'Service Value System showcases how Service Management should work as a system to create value'
A: TRUE
