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Question # 4

Which practice handles all pre-defined user-initiated service actions?

A.

Deployment management

B.

Incident management

C.

Service level management

D.

Service request management

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Question # 5

What is a change schedule used for?

A.

To help plan emergency changes

B.

To help authorize standard changes

C.

To help assign a change authority

D.

To help manage normal changes

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Question # 6

What is a problem?

A.

An addition or modification that could have an effect on services

B.

Any change of state that has significance for the management of a configuration item

C.

A cause or potential cause of one or more incidents

D.

An unplanned reduction in the quality of a service

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Question # 7

What is defined as "the role that uses services?

A.

Service consumer

B.

Customer

C.

User

D.

Sponsor

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Question # 8

Identify the missing work in the following sentence.

An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.

A.

Consider

B.

Discard

C.

Re-use

D.

Improve

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Question # 9

Which is a description of service provision?

A.

A formal description of one or more services, designed to address the needs of a service consumer

B.

Activities that an organization performs to deliver services

C.

A way to help create value by facilitating outcomes that service consumers need

D.

Cooperation between two organizations to ensure that a service delivers value

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Question # 10

What is MOST LIKELY to be handled as a service request?

A.

An emergency change to apply a security patch

B.

The implementation of a workaround

C.

Providing a virtual server for a development team

D.

Managing an interruption to a service

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Question # 11

Which activity is NOT recommended by the start where you are' guiding principle?

A.

Involving people who are not familiar with a service when observing and assessing its activities

B.

Applying risk management when considering to introduce new processes

C.

Using source data to avoid any unintentional data distortion found in reports

D.

Discarding existing processes before assessing their usefulness

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Question # 12

Which is the FIRST thing to consider when focusing on value?

A.

Identifying the service customer who will receive value

B.

Defining customer experience and user experience

C.

Understanding what is valuable to the service consumer

D.

Ensuring value is co-created by improvement initiatives.

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Question # 13

What type of change is often used for resolving incidents or implementing security patches?

A.

Standard change

B.

Normal change

C.

Emergency change

D.

Change model

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Question # 14

Which of the four dimensions contributes MOST to defining activities needed to deliver services?

A.

Value streams and processes

B.

Partners and suppliers

C.

Information and technology

D.

Organizations and people

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Question # 15

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

A.

Information security management

B.

Continual improvement

C.

Monitoring and event management

D.

Service level management

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Question # 16

Which is the FIRST action when optimizing a service?

A.

Assess the current state

B.

Implement the improvement

C.

Understand the organizational context

D.

Agree the future state

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Question # 17

Why should a service level agreement include bundles of metrics?

A.

To ensure that the service levels have been agreed with customers

B.

To reduce the number of metrics that need to be measured and reported

C.

To ensure that all services are included in the service reports

D.

To help focus on business outcomes, rather than operational result.

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Question # 18

Which practice performs reviews to ensure that services continue to meet the needs of the customers?

A.

Monitoring and event management

B.

Service level management

C.

Change enablement

D.

Service desk

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Question # 19

Which is an activity in the 'Problem control' phase of problem management?

A.

Re-assessing a known error to manage the ongoing impact.

B.

Reviewing incident records to identity trends

C.

Implementing a technical fix to resolve an issue

D.

Documenting the steps in workaround

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Question # 20

Which dimension of service management considers how activities are coordinated?

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

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Question # 21

In which situation will incident management USUALLY use a separate process?

A.

Where no target resolution time exists

B.

For low impact incidents

C.

Where the cause must be diagnosed

D.

For information security incidents

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Question # 22

Which two practices interact the MOST with the service desk practice?

A.

Incident management and service request management

B.

Service request management and deployment management

C.

Deployment management and change enablement

D.

Change enablement and incident management

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Question # 23

How can a service consumer contnbute to the reduction of nsk?

A.

By providing the service in accordance with requirements

B.

By ensuring that the service provider's resources are correctly configured

C.

By fully understanding then own requirements for the service

D.

By managing the detailed level of risk on behalf of the service provider

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Question # 24

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

A.

Service request management

B.

Service configuration management

C.

Deployment management

D.

Change enablement

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Question # 25

Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

A.

Focus on value

B.

Start where you are

C.

Think and work holisocally

D.

Optimize and automate

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Question # 26

Which practice provides a communications point for users to report operational issues, queries and requests?

A.

Incident management

B.

Continual improvement

C.

Service desk

D.

Relationship management

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Question # 27

Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

A.

Incident management

B.

Service level management

C.

Problem management

D.

Service request management

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Question # 28

Which is a recommendation for applying the guiding principle 'keep it simple and practical?

A.

Communicate in a way the audience can hear

B.

Sometimes nothing from the current state can be re used

C.

If a practice is easier to follow it is more likely to be adopted

D.

Fast does not mean incomplete

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Question # 29

Which statement about managing incidents is CORRECT?

A.

Low impact incidents should be resolved efficiently, making logging unnecessary

B.

The 'incident management' practice should use a single process regardless of the impact of the incident

C.

Low impact incidents should be resolved efficiently so the resource required is reduced

D.

Incidents with the lowest impact should be resolved first

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Question # 30

Which practice owns and manages issues, queries and requests from users?

A.

Service desk

B.

Problem management

C.

Incident management

D.

Change control

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Question # 31

What is defined as a change of state that has significance for the management of an IT service?

A.

Event

B.

Incident

C.

Problem

D.

Known error

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Question # 32

What describes how components and activities work together to facilitate value creation?

A.

The ITIL service value system

B.

The ITIL guiding principles

C.

The four dimensions of service management

D.

A service relationship

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Question # 33

Which practice has the purpose of ensuring that the organization’s suppliers and their performance and

managed appropriately to support the provision of seamless, quality products and services?

A.

Release management

B.

Supplier management

C.

Service management

D.

Relationship management

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Question # 34

What is a cause, or potential cause, of one or more incidents?

A.

A configuration item

B.

A workaround

C.

An incident

D.

A problem

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Question # 35

Which practice is responsible for moving new or changed components to live or other environments?

A.

Release management

B.

Deployment management

C.

Change enablement

D.

Supplier management

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Question # 36

Which is a way of applying the guiding principle 'focus on value'?

A.

Understanding how service consumers use services

B.

Comprehending the whole, but doing something

C.

Recognizing the complexity of systems

D.

Doing fewer things, but doing them better

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Question # 37

Which describes a ‘change authority’?

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

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Question # 38

Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

A.

Focus on value

B.

Progress iteratively with feedback

C.

Collaborate and promote visibility

D.

Optimize and automate

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Question # 39

Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

A.

Focus on value

B.

Start where you are

C.

Think and work holistically

D.

Keep it simple and practical

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Question # 40

Which guiding principle helps to ensure that better information is available for decision making?

A.

Keep it simple and practical

B.

Collaborate and promote visibility

C.

Optimize and automate

D.

Think and work holistically

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Question # 41

A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

A.

As an event

B.

As a problem

C.

As a service request

D.

As a change request

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Question # 42

How does information about problems and known errors contribute to 'incident management'?

A.

It enables the reassessment of known erros

B.

It enables quick and efficient diagnosis of incidents

C.

It removes the need for collaboration during incident resolution

D.

It removes the need for regular customer updates

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Question # 43

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

A.

A customer

B.

A user

C.

A configuration item (CI)

D.

An IT asset

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Question # 44

Which is included in the purpose of the ‘design and transition’ value chain activity?

A.

Ensuring that service components are available when needed

B.

Providing transparency and good stakeholder relationships

C.

Supporting services according to specifications

D.

Continually meeting stakeholder expectations for costs

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Question # 45

Which dimension includes a workflow management system?

A.

Value streams and processes

B.

Partners and suppliers

C.

Information and technology

D.

Organizations and people

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Question # 46

Which is a purpose of the 'engage' value chain activity?

A.

Meeting expectations for quality, costs and time-to-market

B.

Ensuring the continual improvement of services

C.

Ensuring that the organization's vision is understood

D.

Providing transparency and good relationships

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Question # 47

What should be used to set user expectations for request fulfilment times?

A.

The consumer demand for the service

B.

The time that the customer indicates for service delivery

C.

The service levels of the supplier

D.

The time needed to realistically deliver the service

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Question # 48

Which TWO statements about the 'service request management' practice are CORRECT?

1. Service requests are part of normal service delivery

2. Complaints can be handled as service requests

3. Service requests result from a failure in service

4. Normal changes should be handled as service requests

A.

3 and 4

B.

2 and 3

C.

1 and 4

D.

1 and 2

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Question # 49

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.

A.

costs

B.

users

C.

value

D.

performances

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Question # 50

Which is a purpose of the 'service desk' practice?

A.

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

B.

To capture demand for incident resolution and service requests

C.

To set clear business-based targets for service performance

D.

To maximize the number of successful IT changes by ensuring risks are properly assessed

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Question # 51

Which describes a set of defined steps for implementing improvements?

A.

The ‘improve’ value chain activity

B.

The ‘continual improvement register’

C.

The ‘continual improvement model’

D.

The ‘engage’ value chain activity

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Question # 52

When should a change request be submitted to resolve a problem?

A.

As soon as a solution for the problem has been identified

B.

As soon as a workaround for the problem has been identified

C.

As soon as the analysis of the frequency and impact of incidents justifies the change

D.

As soon as the analysis of cost, risks and benefits justifies the change

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Question # 53

What is the starting point for optimization?

A.

Standardizing practices and services

B.

Determining where the most positive impact would be

C.

Securing stakeholder engagement

D.

Understanding the vision and objectives of the organization

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Question # 54

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

requests?

A.

Change control

B.

IT asset management

C.

Service desk

D.

Service request management

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Question # 55

Which ITIL guiding principle recommends using existing services, processes and tools when improving

services?

A.

Progress iteratively with feedback

B.

Keep is simple and practical

C.

Start where you are

D.

Focus on value

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Question # 56

Which of the following can be used to access service desks?

A.

Phone calls

B.

All of the above

C.

Text and social media messaging

D.

Email

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Question # 57

Which statement about outcomes is CORRECT?

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

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Question # 58

Which is a purpose of the 'service level management' practice?

A.

To establish and nurture the links between the organization and its stakeholders

B.

To ensure that the organization’s suppliers and their performance are managed appropriately

C.

To set clear business-based targets for service levels

D.

To support the agreed quality of a service handling all agreed, user-initiated service requests

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Question # 59

What is recommended by the guiding principle ‘progress iteratively with feedback’?

A.

A current state assessment that is carried out at the start of an improvement initiative

B.

The identification of all interested parts at the start of an improvement initiative

C.

An improvement initiative that is broken into a number of manageable sections

D.

An assessment of how all the parts of an organization will affect an improvement initiative

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Question # 60

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

A.

Service offering

B.

Service provision

C.

Service relationship management

D.

Service consumption

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Question # 61

Which process is used to compare the value that new services offer with the value of the services they have

replaced?

A.

Availability management

B.

Capacity management

C.

Service portfolio management

D.

Service catalogue management

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Question # 62

What is an event?

A.

The addition, modification, or removal of anything that could have a direct or indirect effect on services

B.

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

C.

Cause of one or more incidents

D.

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

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Question # 63

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

A.

The problem record is deleted

B.

The problem remains in the known error status

C.

A change request is submitted to change control

D.

Problem management restores the service as soon as possible

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Question # 64

Which is a supplier category?

A.

Technical

B.

Commodity

C.

Customer

D.

Resource

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Question # 65

Service transition contains detailed descriptions of which processes?

A.

Change management, service asset and configuration management, release and deployment

management

B.

Change management, capacity management, event management, service request management

C.

Service level management, service portfolio management, service asset and configuration management

D.

Service asset and configuration management, release and deployment management, request fulfillment

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Question # 66

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

A.

Supplier management

B.

Change enablement

C.

Relationship management

D.

Service desk

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Question # 67

Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost

effectiveness?

A.

Service operation

B.

Service transition

C.

Continual service improvement

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D.

Service strategy

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Question # 68

Which ITIL concept describes governance?

A.

The service value system

B.

The service value chain

C.

The seven guiding principles

D.

The four dimensions of service management

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Question # 69

Which does the ITIL service value system discourage?

A.

Coordinated authorities and responsibilities

B.

Organizational silos

C.

Interfaces among practices

D.

Organizational agility

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Question # 70

What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?

A.

An initial baseline assessment

B.

The production of a detailed CSI plan

C.

Verifying that improvement targets have been achieved

D.

Understanding priorities for improvement

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Question # 71

Which term relates to service levels aligned with the needs of service consumers?

A.

Service management

B.

Warranty

C.

Cost

D.

Utility

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Question # 72

Which practice balance management of risk with maximizing throughput?

A.

Change enablement

B.

Continual improvement

C.

Incident management

D.

Problem management

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Question # 73

Identify the missing word in the following sentence.

The purpose of the 'information security management' practice is to [?] the organization's information.

A.

protect

B.

store

C.

audit

D.

provide

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Question # 74

Which helps to streamline the fulfilment of service requests?

A.

Understanding which service requests can be accomplished with limited approvals

B.

Creating new workflows for every service request

C.

Separating requests relating to service failures from the degradation of services

D.

Eliminating service requests which have complex workflows

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Question # 75

Why should some service requests be fulfilled with no additional approvals?

A.

To ensure that spending is properly accounted for

B.

To ensure that information security requirements are met

C.

To streamline the fulfillment workflow

D.

To set user expectations for fulfillment times

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