Question 1

What is a definition of a service improvement plan (SIP)?

Accepted Answer

A)  A formal plan to implement improvements to a customer's business processes 
B)  An input from availability management to service level management, detailing the service design plan 
C)  A formal plan to implement improvements to a service or process 
D)  An input from financial management for IT services to service level management, detailing the budget plan 
A)  A formal plan to implement improvements to a customer's business processes 
B)  An input from availability management to service level management, detailing the service design plan 
C)  A formal plan to implement improvements to a service or process 
D)  An input from financial management for IT services to service level management, detailing the budget plan

Question 2

Which service catalogue view is considered beneficial when constructing relationship between services, SLAs, OLAs, and other underpinning agreements?

Accepted Answer

A)  Service-based SLA view 
B)  Wholesale customer view 
C)  Retail customer view 
D)  Supporting services view 
A)  Service-based SLA view 
B)  Wholesale customer view 
C)  Retail customer view 
D)  Supporting services view

Question 3

Which directly assists with the diagnosis and resolution of simple incidents?

Accepted Answer

A)  Scripts for collecting user information 
B)  Use of shift working patterns 
C)  Fulfillment of service requests 
D)  Creation of a temporary team 
A)  Scripts for collecting user information 
B)  Use of shift working patterns 
C)  Fulfillment of service requests 
D)  Creation of a temporary team

Question 4

Which 'service level management' activity helps staff to deliver a more business-focused service?

Accepted Answer

A)  Creating targets based on the percentage of uptime of a service 
B)  Understanding the ongoing requirements of customers 
C)  Using complex technical terminology in service level agreements (SLAs) 
D)  Measuring low-level operational activities 
A)  Creating targets based on the percentage of uptime of a service 
B)  Understanding the ongoing requirements of customers 
C)  Using complex technical terminology in service level agreements (SLAs) 
D)  Measuring low-level operational activities

Question 5

Which dimension considers data security and privacy?

Accepted Answer

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

Question 6

Which statement about costs is CORRECT?

Accepted Answer

A)  Costs imposed on the consumer are costs of service utility 
B)  Costs removed from the consumer are part of the value proposition 
C)  Costs imposed on the consumer are costs of service warranty 
D)  Costs removed from the consumer are part of service consumption 
A)  Costs imposed on the consumer are costs of service utility 
B)  Costs removed from the consumer are part of the value proposition 
C)  Costs imposed on the consumer are costs of service warranty 
D)  Costs removed from the consumer are part of service consumption

Question 7

What are the ITIL guiding principles used for?

Accepted Answer

A)  To help an organization make good decisions 
B)  To direct and control an organization 
C)  To identify activities that an organization must perform in order to deliver a valuable service 
D)  To ensure that an organization's performance continually meets stakeholders' expectations 
A)  To help an organization make good decisions 
B)  To direct and control an organization 
C)  To identify activities that an organization must perform in order to deliver a valuable service 
D)  To ensure that an organization's performance continually meets stakeholders' expectations

Question 8

Which is part of the 'focus on value' guiding principle?

Accepted Answer

A)  Understanding what services help the service consumer 
B)  Reducing the number of steps in the customer experience 
C)  Assessing services to identify parts that can be reused 
D)  Identifying activities that can be achieved in smaller iterations 
A)  Understanding what services help the service consumer 
B)  Reducing the number of steps in the customer experience 
C)  Assessing services to identify parts that can be reused 
D)  Identifying activities that can be achieved in smaller iterations

Question 9

Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.

Accepted Answer

A)  information 
B)  costs 
C)  utility 
D)  warranty 
A)  information 
B)  costs 
C)  utility 
D)  warranty

Question 10

Which service level metrics are BEST for measuring user experience?

Accepted Answer

A)  Single system-based metrics 
B)  Metrics for the percentage of uptime of a service 
C)  Operational metrics 
D)  Metrics linked to defined outcomes 
A)  Single system-based metrics 
B)  Metrics for the percentage of uptime of a service 
C)  Operational metrics 
D)  Metrics linked to defined outcomes

Question 11

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.

Accepted Answer

A)  Service consumer 
B)  Service provider 
C)  Customer 
D)  Supplier 
A)  Service consumer 
B)  Service provider 
C)  Customer 
D)  Supplier

Question 12

Which describes a 'change authority'?

Accepted Answer

A)  A model used to determine who will assess a change 
B)  A person who approves a change 
C)  A tool used to help changes 
D)  A way to manage the people aspects of change 
A)  A model used to determine who will assess a change 
B)  A person who approves a change 
C)  A tool used to help changes 
D)  A way to manage the people aspects of change

Question 13

Which process has the objective to identify changes to the customer environment that could potentially impact the type, level or utilization of services provided?

Accepted Answer

A)  Business relationship management 
B)  Service level management 
C)  Availability management 
D)  Change management 
A)  Business relationship management 
B)  Service level management 
C)  Availability management 
D)  Change management

Question 14

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

Accepted Answer

A)  Service level management 
B)  Service configuration management 
C)  Relationship management 
D)  Continual improvement 
A)  Service level management 
B)  Service configuration management 
C)  Relationship management 
D)  Continual improvement

Question 15

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

Accepted Answer

A)  An IT asset 
B)  A customer 
C)  A configuration item (CI) 
D)  A user 
A)  An IT asset 
B)  A customer 
C)  A configuration item (CI) 
D)  A user

Question 16

Which describes normal changes?

Accepted Answer

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 
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

Question 17

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

Accepted Answer

A)  Service offering 
B)  Service provision 
C)  Service management 
D)  Service consumption 
A)  Service offering 
B)  Service provision 
C)  Service management 
D)  Service consumption

Question 18

Which step of the continual improvement model includes baseline assessments?

Accepted Answer

A)  Did we get there? 
B)  Where are we now? 
C)  What is the vision? 
D)  Where do we want to be? 
A)  Did we get there? 
B)  Where are we now? 
C)  What is the vision? 
D)  Where do we want to be?

Question 19

Which statement about service relationship management is CORRECT?

Accepted Answer

A)  It focuses on the service actions performed by users 
B)  It requires the service consumer to create resources for the service provider 
C)  It requires co-operation of both the service provider and service consumer 
D)  It focuses on the fulfilment of the agreed service actions 
A)  It focuses on the service actions performed by users 
B)  It requires the service consumer to create resources for the service provider 
C)  It requires co-operation of both the service provider and service consumer 
D)  It focuses on the fulfilment of the agreed service actions

Question 20

Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

Accepted Answer

A)  Define measurable targets 
B)  Perform baseline assessments 
C)  Execute improvement actions 
D)  Evaluate measurements and metrics 
A)  Define measurable targets 
B)  Perform baseline assessments 
C)  Execute improvement actions 
D)  Evaluate measurements and metrics

What is a definition of a service improvement plan (SIP)?

Which service catalogue view is considered beneficial when constructing relationship between services, SLAs, OLAs, and other underpinning agreements?

Which directly assists with the diagnosis and resolution of simple incidents?

Which 'service level management' activity helps staff to deliver a more business-focused service?

Which dimension considers data security and privacy?

Which statement about costs is CORRECT?

What are the ITIL guiding principles used for?

Which is part of the 'focus on value' guiding principle?

Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.

Which service level metrics are BEST for measuring user experience?

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.

Which describes a 'change authority'?

Which process has the objective to identify changes to the customer environment that could potentially impact the type, level or utilization of services provided?

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

Which describes normal changes?

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

Which step of the continual improvement model includes baseline assessments?

Which statement about service relationship management is CORRECT?

Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

ITIL Practitioner

ITIL Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

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Exam 3: ITIL 4 Foundation

What is a definition of a service improvement plan (SIP)?

Which service catalogue view is considered beneficial when constructing relationship between services, SLAs, OLAs, and other underpinning agreements?

Which directly assists with the diagnosis and resolution of simple incidents?

Which 'service level management' activity helps staff to deliver a more business-focused service?

Which dimension considers data security and privacy?

Which statement about costs is CORRECT?

What are the ITIL guiding principles used for?

Which is part of the 'focus on value' guiding principle?

Identify the missing word in the following sentence. A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.

Which service level metrics are BEST for measuring user experience?

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.

Which describes a 'change authority'?

Which process has the objective to identify changes to the customer environment that could potentially impact the type, level or utilization of services provided?

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

Which describes normal changes?

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

Which step of the continual improvement model includes baseline assessments?

Which statement about service relationship management is CORRECT?

Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

ITIL Practitioner

ITIL Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters