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WorksheetsITIL Practice Exam
Total questions: 40
Worksheet time: 36mins
Which practice is responsible for moving components to live environments?
Change
Enablement
Release Management
IT Asset Management
Deployment Management
2. Which practice includes the classification and ownership of queries and requests from users?
Service Desk
Incident Management
Change Enablement
Service Level Management
3. Which practice identifies metrics that reflect the customer's experience of a service?
Continual Improvement
Service Desk
Service level management
Problem Management
4. Which is the PRIMARY use of a change schedule?
To support 'incident management' and improvement planning
To manage emergency changes
To plan changes and help avoid conflicts
To manage standard changes
5. Which service management dimension is focused on activities and how these are coordinated?
Organizations and People
Information and technology
Partners and suppliers
Value streams and processes
6. How does categorization of incidents assist the 'incident management' practice?
It helps direct the incident to the correct support area
It determines the priority assigned to the incident
It ensures that incidents are resolved in timescales agreed with the customer
It determines how the service provider is perceived
7. Identify the missing word(s):
A service is a means of enabling value co-creation by facilitating ______ that customers want to achieve.
the warranty
outcomes
the utility
outputs
8. Which is a recommendation of the 'continual improvement' practice?
There should at least be a small team dedicated to leading 'continual improvement' efforts
All improvements should be managed as multi-phase projects
"Continual improvement" should be isolated from other practices
External suppliers should be excluded from improvement initiatives
9. Which is a potential benefit of using an IT service management tool to support the 'incident management' practice?
It may ensure that the cause of incidents is identified within agreed times
It may provide automated matching of incidents to problems or known errors
It may ensure that supplier contracts are aligned with the needs of the service provider
It may provide automated resolution and closure of complex incidents
10. Which role submits service requests?
The user
The customer
The sponsor
The supplier
11. Which practices provides a single point of contact for users?
Incident Management
Change Enablement
Service Desk
Service Request Management
12. Which guiding principle recommends that the four dimensions of service management are considered?
Think and work holistically
Progress iteratively with feedback
Focus on value
Keep it simple and practical
13. Which would be supported by the 'service request management' practice?
Request to authorize a change that could have an effect on a service
Request from a user for something which is a normal part of service delivery
Request to restore service after a service interruption
Request to investigate the cause of multiple related incidents
14. Which practice is the responsibility of everyone in the organization?
Service level management
Change enablement
Problem management
Continual improvement
15. Identify the missing word:
The purpose of the 'information security management' practice is to ______ the organization's information.
Store
Provide
Audit
Protect
16. Which guiding principle recommends collecting data before deciding what can be reused?
Focus on value
Start where you are
Keep it simple and practical
Progress iteratively with feedback
17. Which is NOT usually included as part of incident management?
Scripts for collecting initial information about incidents
Formalized procedures for logging incidents
Detailed procedures for the diagnosis of incidents
The use of specialized knowledge for complicated incidents
18. Which describes the nature of the guiding principles?
Guiding principles can guide an organization in all circumstances
Each guiding principle mandates specific actions and decisions
An organization will select and adopt only one of the seven guiding principles
Guiding principles describe the processes that all organizations must adopt
19. Which statement about a change authority is CORRECT?
A single change authority should be assigned to authorize all types of change and change models
A change authority should be assigned for each type of change and change model
Normal changes are pre-authorized and do not need a change authority
Emergency changes can be implemented without authorization from a change authority
20. Which practice has the purpose of making new and changed services and features available for use?
Change enablement
Service request management
Release management
Deployment management
21. Which value chain activity ensures people understand the organization's vision?
Improve
Plan
Deliver and Support
Obtain/build
Which statement about value chain activities is CORRECT?
Every practice belongs to a specific value chain activity
A specific combination of value chain activities and practices forms a service relationship
Service value chain activities form a single workflow that enables value creation
Each value chain activity contributes to the value chain by transforming specific inputs into outputs
23. What is the purpose of the 'supplier management' practice?
To ensure that the organization's suppliers and their performance are managed appropriately to support the seamless provision of quality products & services
To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
To ensure that the organization's suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, & delivery activities
To ensure that accurate and reliable information about the configuration of suppliers' services is available when and where it is needed
24. What are the two types of cost that a service consumer should evaluate?
The price of the service, and the cost of creating the service
The costs removed by the service, and the costs imposed by the service
The cost of provisioning the service, and the cost of improving the service
The cost of software, and the cost of hardware
25. Which is a purpose of the 'service desk' practice?
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
To maximize the number of successful IT changes by ensuring risks are properly assessed
To capture demand for incident resolution and service requests
To set clear business-based targets for service performance
26. How should an organization adopt continual improvement methods?
Use a new method for each improvement the organization handles
Select a few key methods for the types of improvement that the organization handles
Build the capability to use as many improvement methods as possible
Select a single method for all improvements that the organization handles
27. Which ITIL concept describes governance?
The 7 Guiding Principles
The 4 Dimensions of Service Management
The Service Value Chain
The Service Value System
28. Which is a recommendation of the 'service desk' practice?
Service desks should avoid the use of automation
Service desks should be highly technical
Service desks should understand the wider organization
Service desks should be a physical team in a single fixed location
29. Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Focus on value
Start where you are
Progress iteratively with feedback
Collaborate and promote visibility
30. What is a standard change?
A change that is well understood, fully documented and pre-authorized
A change that needs to be assessed, authorized, and scheduled by a change authority
A change that does not need a risk assessment because it is required to solve an incident
A change that is assessed, authorized, and scheduled as part of 'continual improvement'
31. What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
A change request is submitted to change enablement
Problem management restores the service as soon as possible
The problem remains in the known error status
The problem record is deleted
32. What is the definition of change?
To add, modify, or remove anything that could have a direct or indirect effect on services
To ensure that accurate and reliable information about the configuration of services is available
To make new and changed services and features available for use
To move new or changed hardware, software, or any other component to live environments
33. What is the definition of an event?
Any change of state that has significance for the management of a service or other configuration item
Any component that needs to be managed in order to deliver an IT service
An unplanned interruption to a service or reduction in the quality of a service
Any financially valuable component that can contribute to the delivery of an IT product or service
34. Which describes outcomes?
Tangible or intangible deliverables
Functionality offered by a product or service
Results desired by a stakeholder
Configuration of an organization's resources
35. Which is NOT a key focus of the 'information and technology' dimension?
Security and compliance
Communication systems and knowledge bases
Workflow management and inventory systems
Roles and responsibilities
36. Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change enablement
1 and 2
2 and 3
3 and 4
1 and 4
37. Which is a key consideration for the guiding principle 'Keep it simple and practical'?
Try to create a solution for every exception
Understand how each element contributes to value creation
Ignore the conflicting objectives of different stakeholders
Start with a complex solution, then simplify
38. What should be done first when applying the 'focus on value' guiding principle?
Identify the outcomes that the service facilitates
Identify all suppliers and partners involved in the service
Determine who the service consumer is in each situation
Determine the cost of providing the service
39. A service provider describes a package that includes a laptop with software, licenses, and support.
What is this package an example of?
Value
An outcome
Warranty
A service offering
40. What is the definition of warranty?
A tangible or intangible deliverable that is produced by carrying out an activity
The assurance that a product of service will meet agreed requirements
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
The functionality offered by a product or service to meet a particular need
