Question 1

Which is a key requirement for a successful service level agreement?

Accepted Answer

A)  It should be written in legal language 
B)  It should be simply written and easy to understand 
C)  It should be based on the service provider's view of the service 
D)  It should relate to simple operational metrics 
A)  It should be written in legal language 
B)  It should be simply written and easy to understand 
C)  It should be based on the service provider's view of the service 
D)  It should relate to simple operational metrics

Question 2

Which guiding principle says that services and processes should NOT provide a solution for every exception?

Accepted Answer

A)  Keep it simple and practical 
B)  Think and work holistically 
C)  Optimize and automate 
D)  Collaborate and promote visibility 
A)  Keep it simple and practical 
B)  Think and work holistically 
C)  Optimize and automate 
D)  Collaborate and promote visibility

Question 3

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

Accepted Answer

A)  Change control 
B)  IT asset management 
C)  Service desk 
D)  Service request management 
A)  Change control 
B)  IT asset management 
C)  Service desk 
D)  Service request management

Question 4

Identify the missing words in the following sentence. The management of information security incidents usually requires [?].

Accepted Answer

A)  Immediate escalation 
B)  Specialist teams 
C)  A separate process 
D)  Third party support 
A)  Immediate escalation 
B)  Specialist teams 
C)  A separate process 
D)  Third party support

Question 5

Which statement about the automation of service requests is CORRECT ?

Accepted Answer

A)  Service requests that cannot be automated should be handled as incidents 
B)  Service requests and their fulfillment should be automated as much as possible 
C)  Service requests that cannot be automated should be handled as problems 
D)  Service requests and their fulfillment should be carried out by service desk staff without automation 
A)  Service requests that cannot be automated should be handled as incidents 
B)  Service requests and their fulfillment should be automated as much as possible 
C)  Service requests that cannot be automated should be handled as problems 
D)  Service requests and their fulfillment should be carried out by service desk staff without automation

Question 6

Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

Accepted Answer

A)  Service request management 
B)  Service configuration management 
C)  Deployment management 
D)  Change enablement 
A)  Service request management 
B)  Service configuration management 
C)  Deployment management 
D)  Change enablement

Question 7

Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

Accepted Answer

A)  Only add controls and metrics when they are needed 
B)  Design controls and metrics first, then remove those not adding value 
C)  Design controls and metrics and add them individually until all are implemented 
D)  Only add controls and metrics that are required for compliance 
A)  Only add controls and metrics when they are needed 
B)  Design controls and metrics first, then remove those not adding value 
C)  Design controls and metrics and add them individually until all are implemented 
D)  Only add controls and metrics that are required for compliance

Question 8

Which are elements of the service value system?

Accepted Answer

A)  Service provision, service consumption, service relationship management 
B)  Governance, service value chain, practices 
C)  Outcomes, utility, warranty 
D)  Customer value, stakeholder value, organization 
A)  Service provision, service consumption, service relationship management 
B)  Governance, service value chain, practices 
C)  Outcomes, utility, warranty 
D)  Customer value, stakeholder value, organization

Question 9

Identify the missing word in the following sentence. The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

Accepted Answer

A)  measured 
B)  rewarded 
C)  managed 
D)  defined 
A)  measured 
B)  rewarded 
C)  managed 
D)  defined

Question 10

What are 'engage', 'plan' and 'improve' examples of?

Accepted Answer

A)  Service value chain activities 
B)  Service level management 
C)  Service value chain inputs 
D)  Change control 
A)  Service value chain activities 
B)  Service level management 
C)  Service value chain inputs 
D)  Change control

Question 11

Which is an external input to the service value chain?

Accepted Answer

A)  The 'improve' value chain activity 
B)  An overall plan 
C)  Customer requirements 
D)  Feedback loops 
A)  The 'improve' value chain activity 
B)  An overall plan 
C)  Customer requirements 
D)  Feedback loops

Question 12

Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

Accepted Answer

A)  Start where you are 
B)  Collaborate and promote visibility 
C)  Progress iteratively with feedback 
D)  Think and work holistically 
A)  Start where you are 
B)  Collaborate and promote visibility 
C)  Progress iteratively with feedback 
D)  Think and work holistically

Question 13

What is defined as any component that needs to be managed in order to deliver an IT service?

Accepted Answer

A)  A service request 
B)  A configuration item (CI) 
C)  An incident 
D)  An IT asset 
A)  A service request 
B)  A configuration item (CI) 
C)  An incident 
D)  An IT asset

Question 14

Which guiding principle considers customer and user experience?

Accepted Answer

A)  Collaborate and promote visibility 
B)  Focus on value 
C)  Start where you are 
D)  Keep it simple and practical 
A)  Collaborate and promote visibility 
B)  Focus on value 
C)  Start where you are 
D)  Keep it simple and practical

Question 15

Which statement about outcomes is CORRECT?

Accepted Answer

A)  An outcome can be enabled by more than one output 
B)  Outcomes are how the service performs 
C)  An output can be enabled by one or more outcomes 
D)  An outcome is a tangible or intangible activity 
A)  An outcome can be enabled by more than one output 
B)  Outcomes are how the service performs 
C)  An output can be enabled by one or more outcomes 
D)  An outcome is a tangible or intangible activity

Question 16

Which statement about emergency changes is CORRECT?

Accepted Answer

A)  The testing of emergency can be eliminated in order to implement the change quickly 
B)  The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly 
C)  Emergency changes should be authorized and implemented as service requests 
D)  Emergency changes must be fully documented before authorization and implementation 
A)  The testing of emergency can be eliminated in order to implement the change quickly 
B)  The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly 
C)  Emergency changes should be authorized and implemented as service requests 
D)  Emergency changes must be fully documented before authorization and implementation

Question 17

Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.

Accepted Answer

A)  costs 
B)  users 
C)  value 
D)  performances 
A)  costs 
B)  users 
C)  value 
D)  performances

Question 18

Which is part of the definition of a customer?

Accepted Answer

A)  The role that defines the requirements for a service 
B)  A means of enabling value co-creation 
C)  The role that authorizes budget for service consumption 
D)  A set of specialized organizational capabilities for enabling value 
A)  The role that defines the requirements for a service 
B)  A means of enabling value co-creation 
C)  The role that authorizes budget for service consumption 
D)  A set of specialized organizational capabilities for enabling value

Question 19

Which skill is required by the 'service level management' practice?

Accepted Answer

A)  Supplier management 
B)  Technical expertise 
C)  Event monitoring 
D)  Problem management 
A)  Supplier management 
B)  Technical expertise 
C)  Event monitoring 
D)  Problem management

Question 20

What describes the steps needed to create and deliver a specific service to a consumer?

Accepted Answer

A)  Service management 
B)  Practices 
C)  A value stream 
D)  Service level management 
A)  Service management 
B)  Practices 
C)  A value stream 
D)  Service level management

Which is a key requirement for a successful service level agreement?

Which guiding principle says that services and processes should NOT provide a solution for every exception?

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

Identify the missing words in the following sentence. The management of information security incidents usually requires [?].

Which statement about the automation of service requests is CORRECT ?

Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

Which are elements of the service value system?

Identify the missing word in the following sentence. The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

What are 'engage', 'plan' and 'improve' examples of?

Which is an external input to the service value chain?

Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

What is defined as any component that needs to be managed in order to deliver an IT service?

Which guiding principle considers customer and user experience?

Which statement about outcomes is CORRECT?

Which statement about emergency changes is CORRECT?

Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.

Which is part of the definition of a customer?

Which skill is required by the 'service level management' practice?

What describes the steps needed to create and deliver a specific service to a consumer?

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

Which is a key requirement for a successful service level agreement?

Which guiding principle says that services and processes should NOT provide a solution for every exception?

Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?

Identify the missing words in the following sentence. The management of information security incidents usually requires [?].

Which statement about the automation of service requests is CORRECT ?

Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

Which are elements of the service value system?

Identify the missing word in the following sentence. The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

What are 'engage', 'plan' and 'improve' examples of?

Which is an external input to the service value chain?

Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

What is defined as any component that needs to be managed in order to deliver an IT service?

Which guiding principle considers customer and user experience?

Which statement about outcomes is CORRECT?

Which statement about emergency changes is CORRECT?

Identify the missing word in the following sentence. The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.

Which is part of the definition of a customer?

Which skill is required by the 'service level management' practice?

What describes the steps needed to create and deliver a specific service to a consumer?

ITIL Practitioner

ITIL Foundation

ITIL Service Capability Operational Support and Analysis

ITIL Service Capability Service Offerings and Agreements

Filters