1. What are the key inputs to the ITIL service value system (SVS)?

Answers

A.
Opportunity and demand
B.
Costs and risks
C.
Utility and warranty
D.
Governance and continual improvement

2. During which phase of problem management are potential permanent solutions to

problems identified?
Answers

A.
Error control
B.
Problem control
C.
Problem resolution
D.
Problem identification

3. What is a result achieved by one or more deliverables for a given stakeholder?

Answers

A.
The warranty
B.
An outcome
C.
An output
D.
The utility
 4. Which dimension of service management considers relationships, contracts, and
agreements with other entities?
Answers

A.
Partners and suppliers
B.
Value streams and processes
C.
Organizations and people
D.
Information and technology

5. Which is the purpose of the design and transition activity?

Answers

A.
To ensure that products and services continually meet stakeholder expectations for quality, cost,
and time to market
B.
To ensure that services are handed off and supported based on the agreed to specifications and
stakeholders’ expectations
C.
To ensure that service components are available when and where they are needed, and meet
agreed specifications
D.
To ensure continual improvement of products, services, and practices across all value chain
activities and the four dimensions of service management

6. Which guiding principle includes establishing an understanding of how all the parts of an
organization work together in an integrated way?
Answers

A.
Collaborate and promote visibly
B.
Optimize and automate
C.
Think and work holistically
D.
Start where you are
 7. Which statement BEST describes a configuration item?
Answers

A.
The addition, modification, or removal of anything that could have a direct or indirect effect on
services
B.
A version of a service or other configuration item, or a collection of configuration items, that is
made available for use
C.
Any financially valuable component that can contribute to the delivery of an IT product or service
D.
Any component that needs to be managed in order to deliver an IT service

8. Which statement about incidents is CORRECT?

Answers

A.
Incidents are escalated to the appropriate team based on the team with the most availability
B.
A modern tool used to store incident information may help provide information to help resolve
future incidents
C.
Incidents should be linked to service requests to help indicate how service requests can resolve
incidents
D.
The same process should be used for managing security incidents and major incidents

9. What is needed for the value chain activities to convert inputs into outputs?
Answers

A.
Demand from consumers and value from services
B.
Various service value streams
C.
Agile IT service management
D.
Different combinations of ITIL practices
 10. Which dimension of service management considers regulatory compliance and artificial
intelligence?
Answers

A.
Information and technology
B.
Organizations and people
C.
Value streams and processes
D.
Partners and suppliers

11. Which of the following are possible components that make up the service offerings?

1. Costs imposed
2. Service actions
3. Resource access
4. Risks removed

Answers
A.
1 and 4
B.
2 and 3
C.
1 and 2
D.
3 and 4

12. Which guiding principle recommends eliminating waste to ensure that resources are as
effective and useful as possible?
Answers
A.Keep it simple and practical
B.Focus on value
C.Optimize and automate
D.Collaborate and promote visibly
 13. Which practice makes new and changed services and features available for use?
Answers
A.
Supplier management
B.
IT asset management
C.
Deployment management
D.
Release management

14. What triggers the initiation of a standard change?

Answers
A.A service request
B.A known error
C.A change request
D.An incident

15. Which type of activity is the management of the consumer’s resources required for a
service?
Answers
A.Service consumption
B.Service provision
C.Service relationship management
D.Service management

16. Which guiding principle recommends that you consider reusing existing resources when
building something new?
Answers
A.
Start where you are
B.
Optimize and automate
C.
Think and work holistically
D.
Collaborate and promote visibility

17. Which statement BEST describes an incident?

Answers
A.
Any change of state that has significance for the management of a service or other configuration
item

B.
An unplanned interruption to a service or reduction in the quality of a service

C.
A cause, or potential cause, of one or more incidents

D.
A problem that has been analyzed but has not been resolved

18. Which statement about problem management is CORRECT?

Answers
A.
Problem management activities can be considered a specific case of risk management
B.
Problem management activities and identifying improvement opportunities remain
separate
C.
Implementing solutions for problems falls under problem management
D.
Workarounds and known errors are inputs to problem management

19. Which statement describes service management?

Answers
A.
A collection of specialized capabilities that an organization can perform that results in
value for customers through specific outcomes.
B.
A way of providing value by helping customers achieve their outcomes through value
co-creation, while managing specific costs and risks on behalf of the customer.
C.
A product’s or services’ functionality that meets the needs of the customer.
D.
Assurance to the customer that a product or service will meet the approved
requirements.

20. Which statement about the guiding principles is CORRECT?

Answers
A.
The guiding principles are critical.
B.
Organizations should use just the most relevant principles for a situation.
C.
The guiding principles interact with and depend upon each other.
D.
The guiding principles are applied evenly to every situation.

21. Which practice considers an organization’s risk appetite?

Answers
A.
Supplier management
B.
Knowledge management
C.
Relationship management
D.
Information security management

22. Which guiding principle recommends organizing work into smaller more
manageable sections that can be completed in a timely manner?
Answers
A.
Progress iteratively with feedback
B.
Start where you are
C.
Keep it simple and practical
D.
Think and work holistically

23. Which practice uses the “infrastructure as a code” approach?

Answers
A.
Infrastructure and platform management
B.
Problem management
C.
Service configuration management
D.
Change control

24. Which ITIL term describes the uncertainty of a negative or positive outcome?
Answers
A.
Cost
B.
Risk
C.
Organization
D.
Value

25. During which phase of problem management is the information received from
partners and suppliers analyzed?
Answers
A.
Problem resolution
B.
Problem control
C.
Error control
D.
Problem identification

26. Which guiding principle includes activities that involve identifying bottlenecks and
uncovering waste?
Answers
A.
Collaborate and promote visibility
B.
Think and work holistically
C.
Keep it simple and practical
D.
Optimize and automate

27. Identify the missing words in the following sentence?

The purpose of the [?] is to support the agreed quality of a service by handling all
pre-defined, user-initiated services in an effective and user-friendly manner.
Answers
A.
service continuity management practice
B.
service request management practice
C.
service desk practice
D.
service level management practice

28. Which practice establishes the appropriate response to potential faults?

Answers
A.
Strategy management
B.
Continual improvement
C.
Monitoring and event management
D.
Incident management

29. Which practice provides the end-to-end visibility of the organization’s services?
Answers
A.
Service design
B.
Service level management
C.
Service desk
D.
Service request management
30. Which statement about problem management is CORRECT?
Answers
A.
Problems are managed in different ways than incidents
B.
Workarounds are documented in incident records
C.
It is essential to analyze every problem
D.
Problems are prioritized based on the impact incidents have on the service

31. Identify the missing words in the following sentence.

The purpose of the [?] is to minimize the negative impact of unplanned

interruptions to a service by restoring normal service operation as quickly as
possible.
Answers
A.
incident management practice
B.
problem management practice
C.
service desk practice
D.
risk management practice

32. Which approach to continual improvement focuses on incremental

improvements?
Answers
A.Lean
B.DevOps
C.Waterfall
D.Agile

33. Identify the missing words in the following sentence.

The purpose of the [?] is to align the organization’s practices and services with
changing business needs through ongoing enhancement of products, services,
 and practices, or any element involved in the management of products or
services.
Answers
A.
service value system
B.
continual improvement practice
C.
guiding principles
D.
change control process

34. Which statement about incident management is CORRECT?

Answers
A.
Incidents should be diagnosed and resolved by the incident response team
B.
Incidents are prioritized to ensure the most incidents can be resolved in the shortest
amount of time
C.
Information about incidents should be stored in risk records using a database
D.
Information about updates to an incident should include symptoms, the impact to the
business, and configuration items affected

35. How are major incidents handled as part of the incident management practice?
Answers
A.Incidents are escalated to a temporary team
B.Incidents are escalated to the service desk
C.Incidents are escalated to a support team
D.Incidents are handled using a self-help option

36. What should be included as part of the incident management practice for
handling incidents?
Answers
A.
A business impact analysis for determining how incidents affect the business
B.
A business continuity plan that outlines how to recover from incidents that occur
frequently
C.
A formal process for logging and managing unplanned interruptions to a service
D.
A formal process that focuses on recording and managing changes to the service

37. Identify the missing words in the following sentence.

The purpose of the [?] is to reduce the likelihood and impact of incidents by
identifying actual and potential causes of incidents, and managing workarounds
and known errors.
Answers
A.
service continuity management
B.
service configuration practice
C.
problem management practice
D.
Incident management practice

38. What type of approach does the ITIL continual improvement model support?
Answers
A.Lean
B.Iterative
C.Kanban
D.Transactional

39. Which statement about service request management is CORRECT?

Answers
A.
Service requests do not require financial approval since they are pre-defined and pre-
approved
B.
Changes to services are separate from the fulfillment of service requests
C.
Service requests must have a simple workflow associated with it to ensure successful
fulfillment of the service request
D.
The steps for request fulfillment should be well known and demonstrated to work
regardless of the complexity involved will fulfilling the request

40. Which group of people within an organization is responsible for embedding

continual improvement within the organization?
Answers
A.
Top officials
B.
Third-party suppliers
C.
Everyone
D.
Change authority