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Question 1 of 113Which describes the functionality offered by a product or service to meet a particular need?
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Correct answer: D. Utility
Utility is the functionality a product offers to meet a specific need. Warranty refers to assurance that the product will meet agreed requirements, making it a key distractor.
Question 2 of 113How can you ensure the incidents with the highest business impact are resolved first?
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Correct answer: A. Implement incident classification
Implementing incident classification allows prioritizing based on business impact. Automation and problem management are valuable but do not directly prioritize incident resolution order.
Question 3 of 113What is NOT a phase in problem management?
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Correct answer: B. Problem classification
Problem classification is not a distinct phase; the correct phases are identification, control, and error control. The question accurately tests core knowledge.
Question 4 of 113If a problem cannot be resolved quickly, you might wish to document and implement a temporary solution to reduce the impact of the problem. What is this known as?
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Correct answer: C. Workaround
A workaround is a temporary fix to reduce impact. A known error is a documented workaround, making it a common but incorrect choice.
Question 5 of 113Fill in the blank. Service requests and their fulfillment should be [?] and automated to the greatest degree possible.
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Correct answer: B. Standardized
Standardization enables efficient automation by ensuring consistency. 'Creatively solved' or 'uniquely handled' are antithetical to this core principle.
Question 6 of 113Your smartphone isn't working properly. You call the toll-free number for your service provider's support center. Which practice would you reach that serves as the entry point for all contact between the service provider and its users?
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Correct answer: B. Service desk
The service desk is the single point of contact for all user interactions. Incident management is a separate practice that the service desk may trigger.
Question 7 of 113Which is a recommendation of the 'service desk' practice?
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Correct answer: C. Service desks should have a practical understanding of the business practices across the organization
The service desk should understand business practices, not just technology. Options restricting its scope or mandating a specific model are incorrect.
Question 8 of 113How does 'service level management' contribute to the 'plan' value chain activity?
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Correct answer: B. Provides information about the actual service performance and trends
Service level management provides information about actual performance and trends, supporting planning for the service portfolio and offerings. The trap options describe feedback collection or use from other practices.
Question 9 of 113What is the definition of a service?
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Correct answer: D. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
A service enables value co-creation by facilitating outcomes customers want, without them managing specific costs and risks. The distractors describe other ITIL concepts.
Question 10 of 113Which of these are a key focus of the 'organization and people' dimension?
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Correct answer: C. Roles and responsibilities
The 'organization and people' dimension focuses on roles, responsibilities, culture, and competencies needed for service creation and delivery. 'Security and compliance' is a different dimension.
Question 11 of 113Which of these are NOT a key focus of the 'partners and suppliers' dimension?
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Correct answer: A. Workflow management and inventory systems
The 'partners and suppliers' dimension focuses on external relationships, contracts, and agreements. 'Workflow management' is an internal operational activity, not a focus of this dimension.
Question 12 of 113Which ITIL concept describes the service value chain?
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Correct answer: C. Service value system
The 'service value system' is the overall concept that includes the service value chain as a core component. The guiding principles and practices are separate elements of this system.
Question 13 of 113What operating model outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services?
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Correct answer: B. Service value chain
The service value chain is the operating model that defines key activities for responding to demand and facilitating value. The principles guide its use, but the chain itself is the model.
Question 14 of 113Which value chain activity includes portfolio decisions for design and transition?
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Correct answer: C. Plan
The 'plan' activity provides direction and makes portfolio-level decisions, including for design and transition, to align all products and services with the organization's goals.
Question 15 of 113Which step of the continual improvement model states that "each improvement initiative should support the organization's goals and objectives"?
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Correct answer: B. What is the vision
The 'what is the vision' step ensures that every improvement initiative supports the organization's goals and objectives, setting the strategic context for improvement.
Question 16 of 113Which incidents should be logged?
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Correct answer: B. Every incident should be logged
Logging every incident ensures proper tracking and management. Filtering based on solvability or repetition misses the principle of universal incident logging.
Question 17 of 113How does 'service request management' contribute to the 'improve' value chain activity?
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Correct answer: C. It analyzes data to identify opportunities to provide new service request options
Service request management contributes to 'improve' by analyzing data to identify opportunities for new request types. The other options describe functions of 'engage' or 'design'.
Question 18 of 113What is a service level agreement used for?
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Correct answer: A. To measure the performance of services from a customer's point of view
An SLA measures service performance from the customer's point of view. Measuring from the provider's point of view describes an operational level agreement.
Question 19 of 113What should be included in every service level agreement?
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Correct answer: C. Clearly defined service outcomes
A service level agreement must include clearly defined service outcomes, not operational metrics. Distractors focus on specific technical metrics.
Question 20 of 113Identify the missing word in the following sentence. [?] is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes.
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Correct answer: C. Change enablement
Change enablement ensures risks are assessed and changes are authorized and scheduled. Service configuration management focuses on tracking configuration items.
Question 21 of 113What is the purpose of the 'information security management' practice?
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Correct answer: A. Protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information
Information security management protects an organization by managing risks to information confidentiality, integrity, and availability. Other options describe different practices.
Question 22 of 113What is the purpose of the 'monitoring and event management' practice?
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Correct answer: B. Systematically observing services and service components and recording and reporting selected changes of state identified as events
Monitoring and event management systematically observes services and reports significant changes of state as events. Other options describe request or incident management.
Question 23 of 113What is the purpose of the 'incident management' practice?
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Correct answer: D. Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
Incident management minimizes the negative impact of incidents by restoring normal service operation quickly. Other options describe request management or project delivery.
Question 24 of 113What is defined as the practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed?
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Correct answer: C. Service configuration management
Service configuration management ensures accurate configuration information is available. Change enablement focuses on authorizing changes, not tracking configurations.
Question 25 of 113Identify the missing word in the following sentence. The [?] is the practice of capturing demand for incident resolution and service requests.
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Correct answer: D. Service desk
The service desk is the practice that captures demand for incident resolution and service requests. The distractors are separate practices that exist within service support.
Question 26 of 113Dion Training has decided to offer two membership levels to their training programs. The first membership level includes all of their video courses, practice exams, and study guides for a single monthly fee. This plan does not provide the students with the actual exam voucher to take the certification exams, though. What term best describes this membership level which provides several services for a single price?
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Correct answer: C. A service offering
A service offering is a description of one or more services designed to address the needs of a target consumer group. Value is the result, not the description of the services themselves.
Question 27 of 113Which guiding principle is most affected by the customer experience (CX)?
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Correct answer: B. Focus on value
The customer experience is an important element of value, which is the focus of the guiding principle of 'focus on value'. The other principles do not directly address CX.
Question 28 of 113Dion Training Solutions wants to build a new service to automatically fulfill exam voucher orders for students. Currently, exam vouchers are fulfilled manually by a staff member once the order is received from the student by copying and pasting the voucher number from a spreadsheet into an email template and sending out the email to the students. Before attempting to automate this fulfillment process, the team lead takes an inventory of the current services, processes, and procedures that are being used by the voucher fulfillment team to see if they might be able to be reused. What guiding principle best describes this scenario?
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Correct answer: C. Start where you are
This scenario demonstrates 'start where you are' by assessing the current state to understand existing processes before building new ones. The other options are unrelated to this assessment.
Question 29 of 113Dion Training Solutions has decided to create an online course for the ITIL 4 Foundation exam. The company developed their curriculum and then invited 50 students to participate in live training to determine if the training was effective. During the training, some students didn't understand the concept of the service value chain, so the instructor rewrote that portion of the curriculum. Which guiding principle is being demonstrated by this approach to curriculum development?
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Correct answer: D. Progress iteratively with feedback
This approach demonstrates 'progress iteratively with feedback' by updating the curriculum based on student experience. The other options do not involve cyclical improvement based on feedback.
Question 30 of 113You are working to design a new service for internal use across your organization. As part of your design efforts, you form a small team with relevant stakeholders from the human resources, information technology, sales, and other relevant departments to ensure the service adequately meets each department's needs and hope this results in great acceptance of the service when delivered. Which guiding principle best describes this scenario?
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Correct answer: B. Collaborate and promote visibility
This scenario demonstrates 'collaborate and promote visibility' by forming a cross-functional team. The other options do not involve working across boundaries to ensure buy-in.
Question 31 of 113John is currently working to create a new service that would allow a customer to purchase a digital product online and have it delivered to the user's inbox. John is responsible for the payment portion of this service, but Sally is responsible for the digital product fulfillment portion of the service. Which of the following should John do in order to follow the principle of 'think and work holistically'?
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Correct answer: B. John should meet with Sally to determine how the digital product fulfillment will occur
To 'think and work holistically', John must understand the end-to-end service by meeting with Sally. This ensures their work is compatible, rather than working in isolation.
Question 32 of 113When working within the 'what is the vision' step of the continual improvement model, what must you ensure to occur?
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Correct answer: A. The high-level direction of the initiative has been understood
The first step is to establish the high-level direction; detailed steps and metrics are defined later, so this is the primary goal of 'what is the vision'.
Question 33 of 113Bridgett is leading an improvement initiative within your company. She has been told that the company wants to have the highest customer satisfaction in the industry. Currently, the company has a customer satisfaction rating of 92% but the industry leader has an average of 94%. Bridgett decides that the company should set their goal of obtaining a 96% customer satisfaction score within the next 12 months. What step of the continual improvement model is Bridgett currently in?
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Correct answer: B. Where do we want to be
Bridgett is defining a measurable goal based on the vision, which is the purpose of the 'where do we want to be' step, setting specific targets like a 96% satisfaction score.
Question 34 of 113Identify the missing word(s) in the following sentence. Utility is the [?] offered by a product or service to meet a particular need.
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Correct answer: C. Functionality
Utility is the functionality offered by a product or service to meet a particular need. Outcome is a related but incorrect ITIL term.
Question 35 of 113Identify the missing word(s) in the following sentence. An event is any change of state that has significance for the management of a(n) [?] or other configuration items.
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Correct answer: C. Service
An event is a change of state that is significant for managing a service or configuration item. Product is too narrow for this context.
Question 36 of 113Which describes outputs?
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Correct answer: A. Tangible or intangible deliverables
An output is a tangible or intangible deliverable of an activity. Options B, C, and D describe concepts of value, functionality, and configuration, not deliverables.
Question 37 of 113What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?
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Correct answer: D. Organization
An organization is a person or group with its own functions, responsibilities, and authorities. The other options are roles that exist within an organization.
Question 38 of 113Which describes the nature of the guiding principles?
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Correct answer: D. A guiding principle is a recommendation used as guidance in all circumstances
A guiding principle is a recommendation used as guidance in all circumstances. The other options incorrectly describe them as mandatory, specific, or prescriptive.
Question 39 of 113What is a normal change?
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Correct answer: B. A change that needs to be assessed, authorized, and scheduled by a change authority
A normal change requires assessment, authorization, and scheduling by a change authority, following a standard process, unlike pre-authorized or emergency changes.
Question 40 of 113Your company's external router has just malfunctioned and needs to be replaced. The entire organization's connection to the Wide Area Network will remain offline until this router is replaced. Which type of change should be initiated?
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Correct answer: C. Emergency
An emergency change is implemented urgently to resolve a critical incident, such as a network failure that is causing a severe service disruption.
Question 41 of 113What is the definition of a problem?
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Correct answer: C. A cause, or potential cause, of one or more incidents
A problem is a cause of one or more incidents. Option B defines an incident, which is the result, not the cause.
Question 42 of 113What is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services?
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Correct answer: A. Change
Change is any modification affecting services. Options like event and incident define service status, not modification.
Question 43 of 113What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?
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Correct answer: A. Information security management
Information security management protects information from risks to confidentiality, integrity, and availability. Option B is limited to availability.
Question 44 of 113What is the definition of a customer?
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Correct answer: D. A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
A customer defines service requirements and takes responsibility for outcomes. Option C describes a user, not a customer.
Question 45 of 113Which of the following is NOT an activity within the service value chain?
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Correct answer: A. Service relationships
This question tests the six service value chain activities. Service relationships are a concept, not an activity within the chain.
Question 46 of 113Which value chain activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management?
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Correct answer: A. Improve
This question identifies the improve activity's role in fostering continual improvement throughout the service value chain and all four dimensions.
Question 47 of 113Which ITIL concept describes continual improvement?
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Correct answer: A. Service value system
The correct answer proves that continual improvement is a core component of the service value system. The distractors represent other ITIL concepts but not the one that directly defines continual improvement.
Question 48 of 113If your company is using a single service desk located in one office building to support users from around the world, what type of service desk might this be?
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Correct answer: B. Centralized
The correct answer proves a centralized desk operates from a single physical location. The distractors describe models like follow-the-sun or virtual which involve multiple locations or no physical desk.
Question 49 of 113Which of the following is NOT a valid source of service level management data to use in analyzing your service level agreements?
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Correct answer: B. Competitor's metrics
The correct answer proves that competitor data is not a valid internal source. The distractors are all recognized internal sources of SLA performance data.
Question 50 of 113What is the purpose of the 'service configuration management' practice?
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Correct answer: C. Ensuring that accurate and reliable information about the configuration of services and the configuration items that support them are available when and where needed
Service configuration management ensures reliable information about services and their configuration items is available. Option D describes change enablement.
Question 51 of 113What is the purpose of the 'service request management' practice?
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Correct answer: D. Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Service request management handles pre-defined user requests to maintain service quality. Option A describes relationship management.
Question 52 of 113What are guiding principles considered?
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Correct answer: C. Recommendations
The correct answer proves that guiding principles are recommendations, not mandatory rules. The distractors are weakened because they describe governance, not guiding principles.
Question 53 of 113A small start-up in San Francisco is launching a brand new iPhone app. Their staff is small, but they have big dreams and ideas for their app. The app will perform 15 different functions when it is fully developed. Currently, the app only has 4 functions completed, but the company decided to release the app to get some initial feedback. Based on the feedback, the company changed the third function to improve the customer experience and continued to add one function every 3 weeks to the app. What guiding principle best describes what the company was doing?
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Correct answer: C. Progress iteratively with feedback
The correct answer proves the 'progress iteratively with feedback' principle through incremental improvements based on user input. The trap is 'start where you are,' which refers to assessing an existing state, not building incrementally.
Question 54 of 113Which guiding principle is concerned with an understanding of how all the parts of an organization work together in an integrated way?
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Correct answer: C. Think and work holistically
The correct answer proves the 'think and work holistically' principle by emphasizing end-to-end service integration. The distractors are weakened because they focus on value, simplicity, or efficiency, not holistic integration.
Question 55 of 113Which service management dimension is focused on an organization's relationships with other organizations in order to deliver its services?
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Correct answer: C. Partners and suppliers
The correct answer proves the 'partners and suppliers' dimension's focus on external relationships. The distractors are weakened because they describe internal resources, technology, or processes.
Question 56 of 113Which of these are a key focus of the 'value streams and processes' dimension?
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Correct answer: B. Activities that transform inputs into outputs
The correct answer proves that value streams and processes focus on activities that transform inputs into outputs. The elimination cue is that other options describe workflow, roles, or contracts, not the core transformation activity.
Question 57 of 113Which of the following is NOT a problem identification activity?
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Correct answer: B. Logging an incident
The correct answer distinguishes problem management from incident management. Incident logging is an incident management activity, not a problem identification task.
Question 58 of 113Betsy has been hired by your company to lead the process improvement efforts. You have shared with her the overall vision for the process improvement and she begins to analyze your current resources, processes, and metrics. What step of the continual improvement model is Betsy performing?
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Correct answer: D. Where are we now
This question tests the first step of the 7-step improvement process. Analyzing current state resources and metrics defines the 'where are we now' step.
Question 59 of 113Your company has spent the last 12 months working on a new improvement to the customer relationship management software in an effort to increase customer satisfaction by 4%. Janet analyzes the current metrics and compares them against the baseline metrics from 12 months ago. Which step of the continual improvement model is Janet working in?
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Correct answer: A. Did we get there
This question identifies the 'did we get there' step, which involves comparing current results to the baseline to verify if the improvement goal was met.
Question 60 of 113Your laptop was connected to the corporate wireless network this morning but when you came back from lunch, it refuses to connect to the network. What term best describes this scenario?
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Correct answer: C. Incident
The correct answer identifies an incident as an unplanned service interruption. A problem would be the unknown cause of the incident.
Question 61 of 113How does 'service request management' contribute to the 'engage' value chain activity?
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Correct answer: B. It collects user-specific requirements, sets expectations, and provides status updates
The correct answer proves that engage involves collecting requirements and setting expectations. The other options describe activities from other value chain activities like design and deliver.
Question 62 of 113What is an example of an action a service request management employee would undertake as part of the 'improve' activity?
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Correct answer: C. Provide trend, quality, and feedback information about requests
The correct answer proves that improve involves analyzing performance data to identify opportunities. The distractors describe actions from other activities like engage and design & transition.
Question 63 of 113Your laptop only has a 256GB of SSD storage installed. You have been traveling for work for the last 2 weeks and have downloaded a lot of video files to your internal storage device. Your computer is having issues because there is not enough free space. You called your service desk, but since you are out of the country, they cannot remotely back up all the files on your laptop. They recommend that you move the large files from your internal storage device (256GB SSD) to an external hard drive to free up some available space. Unfortunately, you don't have an external hard drive with you, so you will purchase one at the store later today. How would you classify this situation and the solution recommended?
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Correct answer: D. Known error
The correct answer proves that a known error is a diagnosed issue with a workaround. The distractors confuse the issue type; it's a known error, not an incident, problem, or workaround itself.
Question 64 of 113How does 'service level management' contribute to the 'engage' value chain activity?
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Correct answer: C. Collects and processes feedback from customers and users
The correct answer proves that engage involves collecting user feedback for services. The distractors describe SLM's role in other activities like plan and improve, not its direct contribution to engage.
Question 65 of 113Identify the missing word(s) in the following sentence. A sponsor is a person who authorizes [?] for service consumption.
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Correct answer: D. Budget
A sponsor authorizes budget for service consumption. Options like outcomes and requirements are the customer's responsibility.
Question 66 of 113What term best describes a service that is 'fit for use'?
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Correct answer: C. Warranty
The correct answer proves the definition of warranty as the assurance that a service meets agreed requirements. The trap is utility, which defines what the service does, not its quality.
Question 67 of 113Which guiding principle is focused on increasing communication both within the project and outside of it?
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Correct answer: B. Collaborate and promote visibility
The correct answer proves that 'collaborate and promote visibility' relies on cross-boundary communication for buy-in and success. The elimination cue is that other principles focus on simplicity, progress, or efficiency, not communication.
Question 68 of 113You have just been promoted to the role of the Service Desk manager. The manager before you loved metrics, and the Service Desk is currently spending numerous hours per week creating reports based on over 150 different metrics they call 'measures of effectiveness'. You believe there are simply too many metrics being collected and begin an analysis of each one to determine if is it providing valuable information. For the ones you find without value, you eliminate the requirement to track and report on those metrics. Which guiding principle are you following in this scenario?
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Correct answer: C. Keep it simple and practical
The correct answer proves the 'keep it simple and practical' principle by eliminating unnecessary work. The elimination cue is that other principles focus on automation, iteration, or collaboration, not simplicity.
Question 69 of 113During which step of the continual improvement model is change management and release management usually performed?
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Correct answer: B. Take action
The correct answer identifies the 'take action' step where implementing changes and releasing new features occurs to achieve improvement goals.
Question 70 of 113During which step of the continual improvement model do you create your objective baseline measurement?
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Correct answer: B. Where are we now
The correct answer identifies the 'where are we now' step, which is where the baseline measurement is established before an improvement is made.
Question 71 of 113Your organization was having a big problem with cybersecurity due to poor password management practices. You had led an improvement initiative to increase the security of the authentication system by implementing two-factor authentication. The original goal was to get at least 35% of the users to utilize two-factor authentication. During the first phase of your improvement initiative, using the two-factor authentication was voluntary for users. By the end of the first phase, it was determined that 43% of users chose to use the two-factor authentication. You want to continue the improvement efforts and increase usage to 100%. Which step in the continual improvement model should you begin with?
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Correct answer: C. How do we keep the momentum going
This question tests the 'how do we keep the momentum going' step, which is used after an initial goal is met to continue or expand the improvement.
Question 72 of 113What does a centralized service desk require?
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Correct answer: A. Knowledge base
The correct answer proves a centralized desk requires a shared knowledge base. The distractors are optional features, not core requirements for a single-location model.
Question 73 of 113Dion Training is an online training organization that provides asynchronous, on-demand video training for the ITIL 4 certifications. To provide these on-demand videos, Dion Training relies on a third-party service provider to host the videos securely and stream the content directly to students when requested through Dion Training's website. Dion Training is responsible for managing the amount of storage space utilized on the service provider's server, as well as determining whether a student may or may not watch a particular video. What best describes these activities?
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Correct answer: A. Service consumption
Service consumption includes managing resources needed to use a service. Service provision is the provider's responsibility.
Question 74 of 113You have been asked to investigate an email service within your organization that is failing to meet its intended outcomes. You begin by determining the intended outcome and then observe the current service with as much objectivity as possible. Based on your observations, you are able to determine that the current service is not meeting its utility and warranty requirements. Which guiding principle best describes your actions in this scenario?
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Correct answer: D. Start where you are
The correct answer proves the 'start where you are' principle by emphasizing understanding the current state before fixing it. The elimination cue is that other principles focus on communication, simplicity, or improvement, not assessment.
Question 75 of 113What is usually included as part of 'incident management'?
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Correct answer: B. Formalized processes for logging incidents
The correct answer identifies a core function of incident management. Diagnosis is typically part of problem management, not incident management.
Question 76 of 113What is the purpose of the 'relationship management' practice?
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Correct answer: A. Establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
The correct answer proves that relationship management manages links with stakeholders at strategic and tactical levels. Option D is a distractor that describes the purpose of supplier management practice.
Question 77 of 113What is the purpose of 'supplier management'?
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Correct answer: D. To ensure that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services
The correct answer proves that supplier management ensures seamless, quality products and services from suppliers. Option B is a distractor that describes marketing and selling activities, not performance management.
Question 78 of 113What is defined as the practice of aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services?
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Correct answer: C. Continual improvement
The correct answer proves that continual improvement aligns services with changing business needs. Options A, B, and D are specific management practices, not the overarching improvement discipline.
Question 79 of 113What is the purpose of the 'problem management' practice?
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Correct answer: D. Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
The correct answer proves that problem management reduces incidents by identifying root causes. Option C is a distractor that describes the purpose of incident management.
Question 80 of 113You have been assigned to a team that has been asked to identify how your consumers use a particular service, what the service helps them to do, and how the service helps them to identify their goals. Which of the guiding principles should best be applied in your situation?
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Correct answer: A. Focus on value
The correct answer proves that focusing on value means understanding the consumer's perspective and goals. Options B, C, and D are about process and collaboration, not consumer value.
Question 81 of 113What is true about the service desk?
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Correct answer: B. Service desks should be designed based on your organization, its business processes, and the user requirements
The service desk should be designed based on the organization's needs and user requirements, not by a rigid model like local or virtual.
Question 82 of 113What activity is the main channel for communication and collaboration with users?
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Correct answer: B. Service desk
The service desk is the single point of contact and main channel for operational communication and collaboration between users and the service provider.
Question 83 of 113Identify the missing word in the following sentence. [?] management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
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Correct answer: C. Incident
The correct answer proves that incident management focuses on restoring service quickly. Options A and D are related to performance and root cause analysis, not immediate restoration.
Question 84 of 113Identify the missing word in the following sentence. Service [?] management is the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
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Correct answer: D. Level
The correct answer proves that service level management sets clear targets. Options A, B, and C are separate practices focused on capacity, uptime, and requests, not performance targets.
Question 85 of 113Your organization is preparing to launch a new service. Your manager is concerned that there is a possibility that something bad might happen which could cause the service to fail and the desired outcome won't be achieved. What term best describes your manager's concerns?
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Correct answer: B. Risks
The correct answer proves that risk is the uncertainty of achieving objectives. Option A is a result, and C is a resource expenditure, not the concern about failure.
Question 86 of 113Fill in the blank. [?] is/are defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management.
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Correct answer: A. Guiding principles
The correct answer proves that guiding principles are recommendations for all circumstances. Options B and C are components of the ITIL framework, not universal recommendations.
Question 87 of 113What is the definition of utility?
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Correct answer: C. The functionality offered by a product or service to meet a particular need
The correct answer proves the definition of utility as functionality. The distractors are eliminated by knowing warranty is assurance, risk is a possible event, and a deliverable is an output.
Question 88 of 113What is the definition of an IT asset?
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Correct answer: B. Any valuable component that can contribute to the delivery of an IT product or service
The correct answer proves that an IT asset is a valuable component. The distractor about a service definition is eliminated because a service is the means, not the asset.
Question 89 of 113Identify the missing word(s) in the following sentence. A(n) [?] is any component that needs to be managed in order to deliver an IT service.
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Correct answer: D. Configuration item
The correct answer proves the definition of a configuration item. The distractor 'Asset' is a close concept, but not the specific term for a managed component.
Question 90 of 113During a review of the New Account Creation process at your company, you determine that the current process requires 15 steps to create a new account. As you analyze each step, you find that steps 3 and 5 provide no value to the process or the organization. Based on which guiding principle should you eliminate steps 3 and 5 from the process?
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Correct answer: B. Keep it simple and practical
The 'Keep it simple and practical' principle is demonstrated by removing unnecessary steps. The trap is confusing this with 'Focus on value', which is a broader concept.
Question 91 of 113Who is responsible for approving a change within the organization?
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Correct answer: D. Change authority
The change authority is defined to authorize changes. The specific role can vary, but this is the functional responsibility.
Question 92 of 113How does 'service request management' contribute to the 'deliver and support' value chain activity?
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Correct answer: A. It ensures that users continue to be productive when they need assistance from the service provider
Service request management supports the 'deliver and support' activity by fulfilling user requests to keep them productive when they need assistance.
Question 93 of 113What is an example of an action a service request management employee would undertake as part of the 'obtain/build' activity?
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Correct answer: C. Acquiring pre-approved service components to help fulfill service requests
The 'obtain/build' activity involves getting resources needed for service requests. Acquiring pre-approved components is a key part of this activity.
Question 94 of 113You are in a quarterly service level management review with your supervisor. The manager asks your supervisor if the service desk has been meeting their SLA target metrics. Your supervisor proudly proclaims that everything is 'green' (meaning, we are meeting all of the targets). Just then, another executive asks, "If everything is showing as 'green', why am I hearing other users complain that the service is always unavailable for use?" What might be the reason for this?
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Correct answer: D. Your supervisor's data is not based on business outcomes
The issue is that operational metrics are being measured instead of business outcomes. Teams often focus on technical targets that don't reflect actual user satisfaction or business value.
Question 95 of 113What term best describes the perceived benefits, usefulness, and importance of something?
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Correct answer: D. Value
The correct answer proves that value is the perceived benefit and importance. Options A and B are service components, not the overall perception of importance.
Question 96 of 113Your organization is currently running a web hosting service, but it is not providing sufficient utility and warranty. In order to fix this, a team has been assembled and asked to design a new web hosting service. The team manager suggests that the team first look at the existing service and its processes before they begin to design the new service. What guiding principle is being followed by the team manager?
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Correct answer: B. Start where you are
The 'Start where you are' principle is demonstrated by analyzing the current state. The trap is confusing 'Start where you are' with 'Optimize and automate', which would improve the existing service, not design a new one.
Question 97 of 113Identify the missing word(s) in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
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Correct answer: A. Outcomes
The correct answer proves that customers are accountable for outcomes. The distractor 'Cost' is a tempting but incorrect choice because customers own outcomes, not costs.
Question 98 of 113What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement?
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Correct answer: A. Automation
The correct answer defines the core concept of automation. The distractor 'Optimization' is eliminated because optimization is about making something better, not the act of machine-based execution.
Question 99 of 113Which service management dimension is focused on the roles and responsibilities of the people involved in a process' workflow?
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Correct answer: A. Organizations and people
The correct answer identifies the 'Organizations and people' dimension. The distractor 'Value streams and processes' is eliminated because processes are the activities, not the people in them.
Question 100 of 113Which service management dimension is focused on the communication systems and knowledge bases used by employees?
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Correct answer: B. Information and technology
The correct answer identifies the 'Information and technology' dimension. The distractor 'Organizations and people' is eliminated because this dimension is about people, not the tools they use.
Question 101 of 113Which ITIL concept describes practices?
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Correct answer: B. Service value system
The service value system includes practices as one of its components. The other options describe different parts of the SVS, not practices.
Question 102 of 113Your company has recently engaged a new supplier to provide you with 3 routers that will handle 1 Gbps of throughput. They are scheduled for installation in three months. Your team is currently configuring the devices in preparation for installation into the network architecture based upon the design requirements. Which value chain activity would best categorize your configuration actions in this scenario?
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Correct answer: C. Obtain/build
The 'obtain/build' activity ensures service components are available and meet specifications. Configuration is a build action within this activity.
Question 103 of 113You are working as part of an improvement initiative and your team would like to release a new module into the existing Customer Relationship Management system. Which type of change should you initiate?
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Correct answer: B. Normal
Normal changes need assessment and authorization. This is not standard (pre-authorized), emergency (urgent), or routine (not an ITIL term).
Question 104 of 113What is an emergency change?
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Correct answer: C. A change that must be implemented as soon as possible because it is required to resolve an incident or security issue
An emergency change must be implemented immediately to resolve an incident or security issue. It is driven by urgency, not procedure.
Question 105 of 113You are attempting to print a document from your workstation to the network printer in your office. The print job failed when you attempted to print, so you called the service desk for assistance. What term best describes your issue?
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Correct answer: C. Incident
An incident is an unplanned interruption to a service. The printing failure is a service interruption.
Question 106 of 113You are working as a service desk analyst. Within the last hour, you have received 13 calls about users being unable to log on to the network. There appears to be something wrong with the domain controller. What would you classify this scenario as?
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Correct answer: C. Problem
A problem is a cause of one or more incidents. Since multiple users are reporting the same issue, the domain controller is the potential problem, not the individual calls which are incidents.
Question 107 of 113The users on the fourth floor of your building keep calling the service desk to report that their network connectivity is not working properly. The service desk logs each of these incidents, but since there are multiple incidents for the same issue, they forward it to the problem management activity for resolution. During your analysis, you determine that the network switch that services the entire fourth floor is broken and will need to be replaced. You checked the current inventory of spares, but there are none available. It appears this problem will remain for 24 hours until a new switch can be received and installed. How would you categorize the issue described in this scenario?
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Correct answer: A. Known error
A known error is a diagnosed problem with a temporary workaround. Since the cause is known but not yet resolved, it fits the definition of a known error waiting for a fix.
Question 108 of 113How does 'service level management' contribute to the 'improve' value chain activity?
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Correct answer: A. Uses feedback from users about the service and requirements from customers to make the service better
Service level management contributes to 'improve' by using user feedback and customer requirements to recommend service enhancements and improvements.
Question 109 of 113You are working as a service desk manager. One of your analysts has created a new workaround for a problem that has been causing issues for users for the last few hours. To ensure all users across the network are notified of this workaround, you decide to post the workaround on the front page of your user service portal on the intranet. During which value chain activity would this occur?
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Correct answer: C. Engage
Communicating workarounds to users via a portal is part of the 'Engage' value chain activity, which focuses on stakeholder communication and collaboration.
Question 110 of 113What is an example of an action a service request management employee would undertake as part of the 'design and transition' activity?
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Correct answer: D. Initiating standard changes to fulfill service requests
Initiating standard changes is part of the 'Design and Transition' activity, where pre-approved changes are fulfilled as service requests.
Question 111 of 113Which guiding principle is focused on involving the right people in the correct roles in order to get additional buy-in for the project and increase the likelihood of long-term success?
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Correct answer: A. Collaborate and promote visibility
The 'Collaborate and promote visibility' principle is about engaging stakeholders. The trap is confusing it with 'Focus on value', which is about the service itself, not stakeholder engagement.
Question 112 of 113Management has set a goal to reduce the number of physical servers in the datacenter by 10% this year. Your team is responsible for creating a plan to migrate 50% of the physical servers into virtualized systems. Which step of the continual improvement model are you currently working on?
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Correct answer: B. How do we get there
The 'how do we get there' step focuses on creating the plan of action. The goal is set, and this is the plan for achieving it.
Question 113 of 113Your company has decided to install a service management tool that provides incident management as one of its functions. What is the benefit of using an incident management system?
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Correct answer: C. It can provide automated matching of incidents to problems or known errors
A key benefit is automated matching to known errors. While tools can help, they do not guarantee SLA compliance.
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