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Question 1:

In which of the following areas would ITIL complementary guidance provide assistance?

1.

Adapting best practice for specific industry sectors

2.

Integrating ITIL with other operating models

A. Both of the above

B. Neither of the above

C. Option 1 only

D. Option 2 only

Correct Answer: A

Question 2:

Which should be handled by `service request management\’?

A. A request to implement a security patch

B. A request to provide a laptop

C. A request to resolve an error in a service

D. A request to change a target in a service level agreement

Correct Answer: B

Reference: https://www.atlassian.com/itsm/service-request-management

Question 3:

Which of the following provide value to the business from service strategy?

1.

Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

2.

Enabling the service provider to respond quickly and effectively to changes in the business environment

3.

Support the creation of a portfolio of quantified services

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

Correct Answer: A

Question 4:

Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?

A. Service Portfolio Management

B. Service Level Management

C. Component Capacity Management

D. Demand Management

Correct Answer: D

Question 5:

The BEST description of the purpose of Service Operation is?

A. To decide how IT will engage with suppliers during the Service Management Lifecycle

B. To proactively prevent all outages to IT Services

C. To deliver and support IT Services at agreed levels to business users and customers

D. To design and build processes that will meet business needs

Correct Answer: C

Question 6:

Which statement about outcomes is CORRECT?

A. They are deliverables provided to service consumers.

B. They allow service consumers to achieve a desired result.

C. They provide products to service providers based on outputs.

D. The co-create value for service providers by reducing costs and risks.

Correct Answer: B

Reference: https://www.axelos.com/news/blogs/february-2015/difference-between-outputs-and-outcomesin-itsm

Question 7:

Which guiding principle considers customer and user experience?

A. Collaborate and promote visibility

B. Focus on value

C. Start where you are

D. Keep it simple and practical

Correct Answer: B

Question 8:

What is a change of state that has significance for the management of a configuration item (CI) called?

A. An event

B. A baseline

C. A change to a service level agreement

D. A request for change (RFC)

Correct Answer: A

Question 9:

Which statements about best practice is MOST correct?

A. Customers are a source of best practice and will advise service providers how it should be implemented

B. Internal experience is the only source of best practice because it is developed within the service provider

C. ITIL is a source of best practice and is validated across a wide set of environments and situations

D. Suppliers are a source of best practice and they will improve the services delivered by a service Provider

Correct Answer: C

Question 10:

Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management?

A. IT management

B. Service desk manager

C. Business management

D. The change manager

Correct Answer: C

Question 11:

What can a service remove from the consumer and impose on the consumer?

A. Utility

B. Asset

C. Cost

D. Outcome

Correct Answer: C

Question 12:

What is the effect of increased automation on the \’service desk1 practice?

A. Increased ability to focus on fixing technology instead of supporting people

B. Greater ability to focus on customer experience when personal contact is needed

C. Elimination of the need to escalate incidents to support teams

D. Decrease in self-service incident logging and resolution

Correct Answer: B

Question 13:

Which statement about the \’service desk1 practice is CORRECT?

A. It provides a link with stakeholders at strategic and tactical levels

B. It carries out change assessment and authorization

C. It investigates the cause of incidents

D. It needs a practical understanding of the business processes

Correct Answer: D

Question 14:

In terms of adding value to the business, which one of the following describes service operation s contribution?

A. The cost of the service is designed, predicted and validated

B. Measures for optimization are identified

C. Service value is modeled

D. Service value is visible to customers

Correct Answer: D

Question 15:

In which document would you expect to see an overview of actual service achievements against targets?

A. Operational level agreement(OLA)

B. Capacity plan

C. Service level agreement(SLA)

D. SLA monitoring chart(SLAM)

Correct Answer: D