Free ITIL v4 Foundation Practice Questions (Part 2)

Ref: ITIL Foundation, ITIL (ITIL 4 Foundation)

ITIL v4 – Part 2

1 / 275

What is the role of the ’Detection’ aspect within the information security management practice according to ITIL v4 framework?

A. Ensuring that security incidents don’t occur

B. Rapidly and reliably detecting incidents that can’t be prevented

C. Recovering from incidents after they are detected

D. It considers all aspects of the organization and aligns with its risk appetite

2 / 275

Which of the following best describes the role of a service desk in a service operation?

A. The service desk only handles technical issues

B. The service desk is primarily meant for coordinating with other teams for escalated issues

C. The service desk is the single point of contact for the service provider with its users and plays a major role in user experience

D. The service desk has no impact on user experience and how the service provider is perceived by its users

3 / 275

What is the purpose of the availability management practice?

A. To ensure that services deliver agreed levels of availability to meet the needs of customers and users.

B. To ensure the latest IT practices are implemented in the organization.

C. To ensure a smooth transition from old services to new ones.

D. To ensure the maximum productivity of employees.

4 / 275

What is the purpose of the performance measurement activity in the workforce and talent management practice?

A. Translating the organization’s strategy and objectives into competencies and roles

B. Acquisition of new employees and contractors

C. Regular performance measurement and assessments against established job roles based on pre-defined competencies

D. Employee’s use of published job roles and competency framework to plan personal growth

5 / 275

What is the purpose of service design according to ITIL v4?

A. To minimize risks associated with new products and services.

B. To design products and services that are easy to use, desirable, and that can be delivered by the organization.

C. To design products and services that can be used by the organization only.

D. To increase the cost and complexity of delivering new products and services.

6 / 275

Which of the following is NOT an advantage or application of automation as described in ITIL v4?

A. Streamlining manual tasks

B. Reducing the need for human intervention

C. Increasing operational costs

D. Improving employee experience

7 / 275

Which of the following is NOT a part of the activities that the software development and management practice encompasses?

A. Software development

B. Software testing

C. Package creation

D. Customer engagement

8 / 275

Which of the following is NOT a type of event as defined by the monitoring and event management practice in ITIL v4?

A. Warning

B. Exception

C. Informational

D. Critical

9 / 275

Which among the following is NOT a type of deployment approach mentioned in the given text?

A. Phased deployment

B. Pipelined deployment

C. Big bang deployment

D. Pull deployment

10 / 275

What is the purpose of the software development and management practice in ITIL v4?

A. To ensure that software applications meet internal and external stakeholder needs

B. To design and manage changes to products and services

C. To manage code repositories or libraries to maintain integrity of artefacts

D. All of the above

11 / 275

What is the role of the ’Engage’ process in the service validation and testing practice according to ITIL v4?

A. It ensures that all practices related to obtaining services from external service providers are closely linked to service validation and testing.

B. It captures known errors and shares them with the service desk and incident management practices.

C. It involves stakeholders in service validation and testing activities to improve visibility and adoption of the services.

D. It ensures that service validation and testing metrics, such as escaped defects, test coverage, and service performance against SLAs are critical success measures.

12 / 275

What role does Second-line support play in the ’Improve’ stage of ITIL v4?

A. They initiate the improvement process

B. They conduct extensive testing before making updates available to users

C. They handle service request management

D. They handle deployment management

13 / 275

What is the purpose of the service financial management practice in the context of the SVS?

A. To allocate the organization’s financial resources and investments effectively.

B. To avoid the need for budgeting and costing activities.

C. To manage the organization’s charging activities only.

D. To communicate effectively with the organization’s stakeholders without finance.

14 / 275

What is the purpose of the organizational change management practice in ITIL v4?

A. To ensure changes are carried out to meet the organization’s top objectives

B. To ensure that changes in an organization are successful and benefits are achieved by managing the human aspects

C. To make sure that technology changes are carried out efficiently

D. To guarantee that an organization’s structure remains static during changes

15 / 275

What role does information play in the context of a specific IT service as described in the ITIL v4?

A. Information is only needed for the implementation of the IT service

B. The information created, managed, and used in the course of service provision and consumption.

C. Information is only required for analytical and planning phases

D. Information is only relevant for auditing and monitoring purposes

16 / 275

Which of the following accurately describes a distinctive approach to deployment in ITIL?

A. Scheduled delivery – Components are delivered only at preset times, regardless of when they are needed or requested.

B. Continuous delivery – Components are integrated, tested, and deployed when they are needed, providing frequent opportunities for customer feedback loops.

C. Isochronal deployment – New components are introduced gradually over time, often with older versions phased out simultaneously.

D. Selective deployment – Only components needed for immediate tasks are deployed, while others remain in storage until required.

17 / 275

What is the purpose of the ’Design and transition’ value chain activity in ITIL v4?

A. To develop new value chain activities

B. To ensure products and services continually meet stakeholder expectations for quality, costs, and time to market

C. To deliver a portfolio of decisions provided by plan

D. To generate performance information and improvement opportunities for improve

18 / 275

Which of the following best describes the role of service financial management in the ’Deliver and support’ activity within the service value chain?

A. It helps in predicting and controlling the income and expenditure of money within the organization.

B. It assists in accounting for the way the organization’s money is spent, particularly the ability to identify usage and costs.

C. It ensures transparency of costs for products and services for the service provider, especially for design and transition expenditures.

D. It helps to ensure sufficient understanding of ongoing operational costs, supporting the service provider and service consumer in their relationships with billing and reporting.

19 / 275

What significant role does the service desk play in the ’Design and transition’ activity of the service value chain?

A. Service desk is responsible for actual coding and building of new services

B. Service desk is the primary team responsible for designing and transitioning new services

C. Service desk is responsible for invesment decisions related to new services

D. Service desk provides a channel for communicating with users about new and changed services and participates in release planning, testing, and early life support

20 / 275

Which of the following best describes the contribution of project management to the service value chain?

A. Project management only contributes to the plan and deliver aspects of the service value chain.

B. The project management practice is involved in all value chain activities, supporting strategic and tactical planning with methods and tools, and managing stakeholder engagements.

C. Project management is primarily involved in obtaining new resources, development and integration.

D. The role of project management is limited in the service value chain as it is only applicable to large and complex improvement initiatives.

21 / 275

Which practice is NOT linked to organizational change management based on the given excerpt?

A. Continual improvement

B. Workforce and talent management

C. Measurement and reporting

D. Security management

22 / 275

When optimizing and automating, according to the ITIL v4 guiding principles, what principles should you adhere to?

A. Progress iteratively with feedback, Focus on value, Start where you are

B. Simplify before automating, Define your metrics, Start where you are

C. Progress iteratively with feedback, Define your metrics, Focus on value

D. Keep it simple and practical, Focus on value, Start where you are

23 / 275

What is the role of the incident management practice in a development environment?

A. It ensures these incidents are resolved in a manner that is both timely and controlled

B. It avoids these incidents

C. It prevents these incidents from happening

D. It documents these incidents for future reference

24 / 275

Which of the following correctly states the role of capacity and performance management in the context of cloud computing according to ITIL practices?

A. It imposes change control on cloud service providers

B. It onboards new suppliers and is the front end for a full-on release management process

C. It determines the techniques and controls required to prevent operational budget depletion

D. It establishes and monitors budgets with thresholds tracked and warnings published if demand increase leads to cost upswing.

25 / 275

What is the purpose of using blue/green releases or feature flags in managing releases in a production environment?

A. To enable specific features to be released to individual users or groups in a controlled way

B. To prolong the release process and ensure proper documentation

C. To exclude third party components from the release

D. To ensure each user gets a personal version of the updated software

26 / 275

Which of the following statements is true about the Agile method of project management?

A. The Agile method works best where requirements are known upfront and unlikely to significantly change.

B. The Agile method is typically slower to deliver as it prioritizes definition of precise requirements.

C. The Agile method works best where requirements are uncertain and likely to evolve rapidly over time.

D. The Agile method is strictly followed when projects are part of a larger programme for complex transformation.

27 / 275

What is the purpose of the IT asset management practice in ITIL’s ’Deliver and Support’?

A. To manage assets to deliver a new IT service

B. To primarily focus on managing the network devices

C. To locate IT assets, trace their movements, and control their status in the organization

D. To only meet regulatory and contractual requirements

28 / 275

Which of the following statements about SLAs is correct based on the section ’Operational metrics’?

A. They must be complex and technical for thorough understanding

B. They should primarily focus on operational metrics

C. They can be successful without inputs and agreement from all stakeholders

D. They should reflect an agreement involving all stakeholders

29 / 275

Which of the following best describes the role of Problem Management in the ’Design and Transition’ phase of service management according to ITIL v4?

A. Problem Management primarily focuses on identifying and resolving incidents during the ’Design and Transition’ phase.

B. Problem Management in the ’Design and Transition’ phase is responsible for approving and implementing changes.

C. Problem Management provides information that helps improve testing and knowledge transfer during the ’Design and Transition’ phase.

D. Problem management is in charge of maintenance and improvement of current live services in the ’Design and Transition’ phase.

30 / 275

What is the purpose of the IT asset management practice?

A. To manage the full lifecycle of all IT assets to help the organization maximize value

B. To ensure all devices are part of the Internet of Things.

C. To focus mainly on hardware asset label identification and protection from theft

D. To manage the operational technology only

31 / 275

Which of the following best describes the Recruitment practice as covered in ITIL v4?

A. The acquisition of new customers to fill identified demands.

B. The process of thorough training for current employees.

C. The acquisition of new employees and contractors to fill identified gaps related to desired capabilities.

D. Regular evaluation of employee’s adherence to corporate policies and procedures.

32 / 275

Which of the following accurately reflects an advice mentioned in the ’Communicate in a way the audience can hear’ section?

A. Achieve full consensus before proceeding with any initiative

B. Use the same communication method for all circumstances

C. Decisions can be made without visible data

D. Selecting the right communication method and message for each audience is critical

33 / 275

What is the purpose of the software development and management practice in the ’Plan’ phase of the service value chain?

A. To provide information about product changes

B. To provide necessary documentation for teams

C. To provide information about opportunities and constraints related to the creation and changing of the organization’s software.

D. To facilitate the co-creation of value

34 / 275

Which of the following is NOT one of the purposes of the relationship management practice as per ITIL v4?

A. The stakeholders’ needs and drivers are understood

B. The stakeholders’ complaints are disregarded

C. The organization facilitates value creation for all stakeholders

D. Conflicting stakeholder requirements are mediated

35 / 275

What is the significance of establishing clear and relevant objectives in the context of organizational change management practice?

A. To ensure that technology changes are properly inventoried

B. To ensure that stakeholders understand and support the context and value of the change

C. To manage the financial implications of the change

D. To facilitate easy roll-back to previous practices in case of change failure

36 / 275

Which of the following best describes the function of Business Impact Analysis (BIA) in the practice of service continuity management?

A. It establishes the initial risk appetite for the organization.

B. It defines the maximum acceptable period of time following a service disruption.

C. It identifies vital business functions and their dependencies, determining recovery requirements for IT services.

D. It outlines the methods for planning and forecasting regarding service continuity.

37 / 275

Which of the following is NOT an approach for deployment according to ITIL v4?

A. Phased deployment

B. Spiral deployment

C. Continuous delivery

D. Big bang deployment

38 / 275

Which of the following correctly describes a context in which the Agile project management method is most suitable?

A. Where requirements are known upfront and unlikely to significantly change

B. Where definition of the work is more important than the speed of delivery

C. Where requirements are uncertain and likely to rapidly evolve over time

D. Where project is not related to any sort of transformation

39 / 275

What is the purpose of the knowledge management practice in the ’Deliver and Support’ phase of the ITIL service value chain?

A. To acquire, define, build, re-use, and share knowledge for the purpose of supporting standard and non-standard situations that require analysis.

B. To maintain and improve relationships at all levels.

C. To make sound portfolio decisions and define the organization’s strategy and other plans.

D. To provide context for the assessment of achievements and improvement planning.

40 / 275

Which value chain activities does the infrastructure and platform management practice contribute to?

A. All value chain activities including the engage activity

B. All value chain activities except the engage activity

C. Only the plan and obtain/build activities

D. Only the design and transition, and deliver and support activities

41 / 275

What is the role of business analysis in the ’Obtain/Build’ activity of the Service Value Chain?

A. It suggests strategic decision-making related to what will be done and how.

B. It helps identify improvement opportunities at strategic and tactical levels.

C. It ensures business analysis skills are integral to defining an agreed solution.

D. It ensures the delivery of service data for designing changes to service.

42 / 275

What is the purpose of the strategy management practice in the ’Improve’ section of ITIL v4?

A. It lays out the overall plan for achieving organizational goals

B. It focuses solely on identifying and removing constraints in the organization

C. It only deals with maintaining competitive advantage in market spaces

D. It ensures that all employees have a good understanding of the organization’s objectives

43 / 275

Why is collaboration crucial to thinking and working holistically in an organization according to ITIL v4?

A. It helps to recognize the level of complexity in the system.

B. It allows for the automated process to take place.

C. It enables all relevant stakeholders to address issues holistically in an efficient manner.

D. It helps to look for patterns in the needs and interactions between system elements.

44 / 275

What is the purpose of the software development and management practice according to ITIL v4?

A. To increase the volume of software produced

B. To ensure applications meet stakeholder needs in terms of functionality, reliability, maintainability, compliance, and auditability

C. To design more aesthetically pleasing software interfaces

D. To train stakeholders in using the software

45 / 275

What is the purpose of the service configuration management practice in ITIL?

A. To ensure all employees understand the IT services provided by the organization

B. To ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed

C. To manage the IT hardware inventory of an organization

D. To enforce strict cyber security measures to protect network and software configurations

46 / 275

What is the role of portfolio management in the alignment of resources and capabilities with customer outcomes?

A. It mediates resource allocation and deployment across the organization.

B. It solely manages the product/service portfolio.

C. It ensures that projects are not duplicated.

D. It records all the organization’s customers.

47 / 275

Which aspect of the service value chain has Workforce planning as a specific output in the activities of workforce and talent management?

A. Engage

B. Improve

C. Plan

D. Deliver and support

48 / 275

What is the ’watermelon SLA’ effect in the context of IT Service Management?

A. When an SLA focuses only on individual metrics that do not contribute to the overall service.

B. When an SLA is deemed successful by the provider based on its metrics, yet fails to meet the business functionalities and outcomes expected by the consumer.

C. When an SLA does not involve the agreement of all stakeholders.

D. When an SLA is complicated and difficult to understand by all parties involved.

49 / 275

What principles should you apply when defining your metrics for optimization?

A. The metrics should be simple and repetitive

B. The metrics should be outcome-based and focus on value

C. The metrics should be based on the currently untapped technology

D. The metrics should be immediately automatable

50 / 275

Which value chain activity is the architecture management practice most instrumental in, during the Deliver and Support stage, according to ITIL v4?

A. Developing a reference architecture

B. Facilitating identification of what services need to be obtained or built

C. Using the reference architectures as part of the operation, restoration, and maintenance of products and services

D. Evaluating whether the product/service meets the investment objectives

51 / 275

What is the purpose of the Recovery Point Objective (RPO) in the context of service continuity management?

A. It is the maximum acceptable period of time following a service disruption that can elapse before the lack of business functionality severely impacts the organization.

B. It is the point to which information used by an activity must be restored to enable the activity to operate on resumption.

C. It is a set of clearly defined plans related to how an organization will recover from a disaster.

D. It is a key activity in the practice of service continuity management that identifies vital business functions and their dependencies.

52 / 275

Which of the following is not one of the ITIL v4 guiding principles?

A. Focus on value

B. Optimize and automate

C. Rapidly innovate

D. Start where you are

53 / 275

Which of the following is NOT a key activity in continual improvement practices?

A. Encouraging continual improvement across the organization

B. Assessing and prioritizing improvement opportunities

C. Coordinating improvement activities across the organization

D. Disregarding changes initiated by the problem management practice

54 / 275

Which of the following best describes the Agile method in project management, as explained in the ’Deliver and support’ section?

A. It is best used when there’s a need for speed of delivery over definition of precise requirements.

B. It is best used when requirements are known upfront and definition of the work is prioritized over speed of delivery.

C. It is best used when the project is part of a larger programme for complex pieces of transformation.

D. It is best used when the project is a stand-alone initiative.

55 / 275

Which of the following best describes the purpose of service financial management in the ’Improve’ value chain?

A. It is only responsible for managing the budgeting within the organization.

B. It provides tools and information for improvements evaluation and prioritization.

C. It solely focuses on accounting for design and transition expenditures.

D. Its main role is establishing funding models based on the full cost of providing a service.

56 / 275

What is the role of relationship management in the ’Design and transition’ stage of the service value chain?

A. Provides customer requirements and priorities for product selection

B. Minimizes inconvenience and adverse impacts to customers

C. Ensures a high level of customer satisfaction

D. Harmonizes different organizational relationships

57 / 275

Which two main questions should a good report or dashboard answer, according to the ITIL v4 ’Improve’ section?

A. Who is responsible for the results and what is the cost of the project?

B. What is the goal of the project and when is the deadline?

C. How far are we from our targets and what bottlenecks prevent us from achieving better results?

D. What are the customer’s expectations and how are we meeting them?

58 / 275

Which of the following best describes the requirements for successful Service Level Agreements (SLAs) according to ITIL v4?

A. They must be complex and technical to ensure full understanding of the service

B. They should only involve the service provider and the service consumer

C. They should reflect an ‘agreement’ and involve all stakeholders, including partners, sponsors, users, and customers

D. They should be solely based on operational metrics

59 / 275

What is the purpose of the incident management practice in ITIL?

A. To minimize the number of incidents

B. To maximize the utilization of resources

C. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

D. To maximize the impact of incidents

60 / 275

What is the purpose of the organizational change management practice according to ITIL v4?

A. To ensure that changes are implemented without any improvements

B. To remove and reduce resistance to change in an organization and provide training and awareness to ensure successful transition

C. To introduce technology-related changes in an organization only

D. To make people change their roles

61 / 275

What is the purpose of the capacity and performance management practice in ITIL v4?

A. To ensure that services achieve agreed and expected performance in a costly way

B. To make sure that maximum throughput that a CI or service can deliver is minimized

C. To satisfy current and future demand in a cost-effective way

D. To only deal with the capacity and performance of the personnel

62 / 275

Which of the following is NOT a role of the architecture management practice in the ’Plan’ value chain activity according to ITIL v4?

A. Develop and maintain a reference architecture

B. Assess the organization’s capabilities

C. Identify products, services, or service components need to be obtained or built

D. Ensure the service components fit together

63 / 275

Which of the following best describes the significance of the monitoring and event management practice in the ’Engage’ step of the service value chain?

A. It provides the necessary transparency and manageability to support development environments.

B. It is the source of internal engagement for action.

C. It observes the environment and assesses for possible improvements.

D. It guides how the organization manages the support of identified events.

64 / 275

What roles are involved in planning a new service within the ITIL v4 framework?

A. Analyst, Developer, Tester

B. Chat Support, IT strategy team, enterprise architect

C. BRM, IT strategy team, enterprise architect, development manager

D. Project Manager, Tester, Developer

65 / 275

Within availability management, what is the purpose of the Mean Time To Restore Service (MTRS)?

A. MTRS measures how frequently the service fails.

B. MTRS measures the number of lost transactions during a service failure.

C. MTRS measures user satisfaction with service availability.

D. MTRS measures how quickly service is restored after a failure.

66 / 275

Which practice of ’Value, improve’ often involves holding regular monthly meetings to discuss service performance and identify potential improvement opportunities?

A. Relationship management

B. Service level management

C. Sales director

D. Service level manager

67 / 275

What is the role of supplier management in the ’Design and transition’ phase of the service value chain according to the ITIL v4?

A. Supplier management is responsible for defining requirements for contracts and agreements related to new or changed products or services, in alignment with the organization’s needs and service targets.

B. Supplier management implements the approved sourcing strategy and plan.

C. Supplier management supports the procurement or obtaining of products, services, and service components from third parties.

D. Supplier performance for live services is managed by this practice to ensure that suppliers meet the terms, conditions, and targets of their contracts and agreements.

68 / 275

What is the role of feedback in improving a service management element in ITIL?

A. To create a new iteration of service management element

B. To ensure actions are focused and appropriate even in changing circumstances

C. To establish the outputs of an activity for new input

D. To identify the demand for products and services

69 / 275

What is the purpose of the capacity and performance management practice in ITIL?

A. To ensure that services achieve agreed and expected performance, satisfying current and future demand in a cost-effective way

B. To ensure maximum throughput of a CI or service

C. To monitor and research the current service performance

D. To contribute to service planning and building

70 / 275

Why is a holistic approach important in the business analysis practice according to the ’Engage’ section of ITIL v4?

A. To avoid developing incomplete solutions and ensure value creation.

B. To limit the application of business analysis only to software development.

C. To analyze business requirements without the intent of any subsequent action.

D. To analyze the business processes only from a technological perspective.

71 / 275

What is the purpose of the ’Supplier planning’ activity in the supplier management practice?

A. It is to categorize suppliers on a periodic basis.

B. It is to understand new or changed service requirements and develop a supplier management plan.

C. It is to manage warranty requirements or clauses and make warranty claims.

D. It aims to manage contract renewals and terminations.

72 / 275

Which of the following are activities central to the supplier management practice?

A. Creating a single point of visibility for uniformity

B. Building a customer service team.

C. Negotiating and agreeing contracts only with external suppliers.

D. Frequent alterations to the supplier strategy.

73 / 275

What is the role of correction in the context of information security management?

A. It works to prevent security incidents from happening in the first place

B. It ensures rapid and reliable detection of incidents

C. It refers to the recovery phase after the incidents have been detected

D. It functions to allow the organization to innovate without harm

74 / 275

What is the role of a service catalogue manager in the ’Engage, design and transition’ section?

A. They notify the service desk and other staff when new features are enabled

B. They release the new functionality by setting a flag

C. They manage the entirety of the software development teams

D. They update the service catalogue after the new functionality is enabled

75 / 275

Which value chain activity is closely linked with Workforce and talent management, working with such practices as relationship management, service request management, and service desk?

A. Plan

B. Deliver and support

C. Engage

D. Improve

76 / 275

Who, in the context of service consumption, negotiates the contract with a service provider and monitors their performance against the contract?

A. The sponsor

B. The user

C. The customer

D. The service provider

77 / 275

Which of the following is NOT an element organizational change management must establish and maintain for an improvement initiative to be successful?

A. Clear and relevant objectives

B. Consistent push back against the change

C. Strong and committed leadership

D. Sustained improvement

78 / 275

What values are created for shareholders in service management as per ITIL v4?

A. Benefits achieved; costs and risks optimized

B. Financial and non-financial contributions from other organizations

C. Financial benefits, such as dividends; sense of assurance and stability

D. Financial and non-financial incentives; career and professional development; sense of purpose

79 / 275

Why is it important to identify and improve upon the weakest link in a value chain, according to the theory of constraints (ToC)?

A. To create additional constraints in the system

B. To determine the flow and throughput of the system

C. To prioritize the application of Agile principles and practices

D. To solely focus on the development of information systems

80 / 275

Why is it important to have service level agreements (SLAs) reflective of the wider service performance and user experience?

A. It helps the provider always stay in ’solution mode’

B. It helps in creating individual metrics without a purpose

C. It helps avoid the ’watermelon SLA’ effect

D. It helps the provider to be successful from their own point of view

81 / 275

Which practice of the service provider is NOT influenced by the adoption of the cloud computing model in ITSM?

A. Measurement and reporting

B. Supplier management

C. Incident management

D. Project management

82 / 275

What is the role of obtain/build in relation to incident management in ITIL v4?

A. It ensures that incidents in development environments are resolved quickly and efficiently.

B. It establishes contracts with suppliers for incident management.

C. It provides step-by-step procedures on how to diagnose, investigate, and resolve incidents.

D. It logs and manages all incidents and escalations.

83 / 275

What negative impact can poor visibility of work lead to in an organization?

A. leads to poor decision-making

B. causes excess capacity

C. results in the uncovering of waste

D. deduces the flow of work in progress

84 / 275

What is the purpose of the capacity and performance management practice?

A. To ensure efficient use of resources, maximising profits

B. To ensure that services only meet current demand

C. To ensure that services achieve agreed and expected performance, satisfying current and future demand cost-effectively

D. To ensure that the service actions performed in a timeframe maximise service capacity.

85 / 275

Which of the following statements about the four dimensions of service management is true according to the ITIL SVS?

A. They have sharp boundaries and never overlap

B. They should be considered for every service and each should be addressed when managing and improving the SVS

C. Considering one aspect of service management in isolation is enough to produce the required outcomes

D. Ignoring the partners and suppliers dimension is beneficial for the organization

86 / 275

What is the purpose of the ’Evaluation of suppliers and contracts’ activity in the supplier management practice?

A. To manage warranty requirements or clauses

B. To identify, evaluate, and select suppliers for the delivery of new or changed business services

C. To develop a sourcing strategy and supplier management plan

D. To manage contract renewals and terminations

87 / 275

Which of the following best describes the role of knowledge management in the ’Improve’ value chain activity in ITIL v4?

A. Knowledge management supports financial decisions and strategy definition.

B. Knowledge management provides context for understanding stakeholders and maintaining relationships.

C. Knowledge management provides context for the assessment of achievements and improvement planning.

D. Knowledge management supports the re-use of information in the delivery and support of value chain activity.

88 / 275

What is the purpose of the software development and management practice under ’Deliver and Support’ in ITIL v4?

A. To ensure that applications meet internal and external stakeholder needs.

B. To establish standardized software across the organization.

C. To control costs associated with software development.

D. To oversee the installation of software systems in the organization.

89 / 275

What is the purpose of the service configuration management practice in ITIL’s ’Engage’ section?

A. To document how assets work together to create a service.

B. To identify new Configuration Items (CIs) and update the Configuration Management System (CMS).

C. To provide configuration information to stakeholders (partners and suppliers, consumers, regulators, etc.) or receive their configuration information.

D. To gather detailed configuration information from infrastructure and applications, and use this to populate a CMS.

90 / 275

What is the significance of user views in the service catalogue management practice?

A. User views eliminate the need for the service catalogue.

B. User views allow different stakeholders to see different views and levels of details on available services.

C. User views enhance technical specifications of services.

D. User views facilitate the removal of unwanted services from the service catalogue.

91 / 275

Which of the following practices, roles and activities related to the ’Design and transition, engage’ section is incorrect?

A. Practice – Project management

B. Role – IT development manager

C. Activity – The level of testing needed is discussed and agreed before deployment begins

D. Role – Network security manager

92 / 275

In the ’Demand’ section of ITIL v4, who identifies the need for a new website that allows customers to design and order personalized shoes?

A. Sales directors & managers

B. IT managers

C. Marketing directors

D. Operation Managers

93 / 275

What is the purpose of the service configuration management practice in ’Deliver and Support’ as per ITIL v4?

A. To ensure only software components are organized and accessible.

B. To ensure that accurate and reliable information about the configuration of services and the CIs that support them is available when needed.

C. To focus on maintaining large amounts of detailed information about every component regardless of the cost.

D. To maintain and update configuration information only when issues arise.

94 / 275

Which of the following is NOT a consideration an organization may take into account when selecting a new technology for service provision?

A. Is this technology compatible with the current architecture of the organization and its customers?

B. Is this technology enjoyable to use by the organization’s CEO?

C. Does this technology align with the strategy of the service provider, or its service consumers?

D. Does this technology introduce new risks or constraints to the organization?

95 / 275

What is the purpose of the project management practice in an organization?

A. To ensure that all projects are successfully delivered by planning,delegating,etc

B. To control the employees

C. To bring new technologies

D. To reduce cost

96 / 275

What is the role of the service integrator in ’Service integration’?

A. Service integrator primarily focus on sales and marketing

B. Service integrator play a crucial role in coordinating all suppliers involved in the development and delivery of products and services

C. Service integrator are primarily responsible for biometric data protection within an organization

D. Service integrators are responsible for technical areas such as networking or programming

97 / 275

What is the purpose of the capacity and performance management practice in ITIL v4?

A. To ensure services meet the specific metrics for capacity and technology.

B. To ensure services achieve agreed and expected performance, servicing current and future demand cost-effectively.

C. To manage the performance of the personnel.

D. To create complex models of service performance.

98 / 275

Which of the following best describes the purpose of ’Performance and capacity test’ according to the ITIL v4 framework?

A. Checking in-house developed system if it matches with stakeholder’s requirement

B. Checking for verification of necessary documentation, training, support model definition, and knowledge transfer

C. Checking speed and capacity of systems and services under load

D. Testing vulnerability, policy compliance, penetration, and denial of service risk

99 / 275

What is the purpose of the service configuration management practice in the ’Design and transition’ section of the ITIL v4 framework?

A. It ensures there is only basic data about hardware and software in an organization.

B. It ensures that accurate and reliable information about the configuration of services and the CIs supporting them is available when and where needed.

C. It authorizes all service assets within an organization.

D. It simplifies the configuration of all CIs within an organization for ease of use.

100 / 275

Which of the following correctly details the role of relationship management practice in the ’Improve’ service value chain activity?

A. It provides customer requirements and priorities for products and services selection.

B. It minimizes the adverse impacts to customers during transition.

C. It harmonizes organizational relationships for targeted benefits through continual improvement.

D. It engages with customers to understand their requirements and priorities.

101 / 275

Which of the following best describes Emergency changes in Change control practice according to ITIL v4?

A. These changes include all IT infrastructure, applications, documentation, processes and more

B. These changes are low-risk, pre-authorized and fully documented

C. These changes need to be scheduled, assessed, and authorized following a process

D. These changes must be implemented as soon as possible; the process for assessment and authorization is expedited

102 / 275

Which stakeholder, based on the provided text, benefits directly from the generation of revenue in the context of ITIL v4 service management?

A. Service consumers

B. Service provider

C. Charity organizations

D. Society and community

103 / 275

What is the purpose of the ’Learning and development’ activity as part of the workforce and talent management practice in ITIL v4?

A. Filling identified gaps related to desired organizational capabilities.

B. Conducting regular performance measurements and assessments.

C. Providing targeted education and experiential learning opportunities using formal and non-formal methods.

D. Ensuring customer focus, quality, speed, and cost management.

104 / 275

What makes up a product as per the section ’configuration’ in ITIL v4?

A. Only physical assets

B. Goods only

C. Resources including people, information and technology, value streams and processes, and suppliers and partners

D. Only services offered by an organization

105 / 275

Which function does the Infrastructure and Platform Management practice not contribute to, according to the Service Value Chain?

A. Engage

B. Plan

C. Obtain/build

D. Deliver and support

106 / 275

What is the purpose of the service design practice in ITIL v4?

A. To design products and services that cater only to the needs of the organization

B. To design products and services that are fit for purpose, fit for use, and can be delivered by the organization and its ecosystem

C. To design products and services without considering customer experience (CX) and user experience (UX)

D. To design products and services without considering the impact on other products and services

107 / 275

Which of the following are NOT key components of the ITIL Service Value System (SVS)?

A. The ITIL service value chain

B. The ITIL practices

C. The ITIL guiding principles

D. DevOps

108 / 275

What is the purpose of the portfolio management practice in ITIL v4?

A. To guarantee every project has enough funding

B. To ensure that the organization has the right mix of programmes, projects, products, and services to execute the organization’s strategy.

C. To manage the resource constraints in every project

D. To ensure every employee is provided with the resources they need

109 / 275

What might influence an organization’s strategy when using suppliers based on cost concerns?

A. The provider’s conviction that it’s economical to source a particular requirement from a supplier

B. A consistent cultural preference for one approach

C. The availability or scarcity of a particular resource or skillset

D. The government regulations, industry codes of conduct, or social, political, or legal constraints

110 / 275

What principle is advised for successfully handling the complexity of systems in an organization?

A. Primarily focus on individual departments and suppliers in the system

B. Apply methods and rules designed for a simple system to a complex system

C. Recognize the complexity of the systems and adapt decision-making accordingly

D. Avoid analyzing and planning for potential impacts of element alterations

111 / 275

What is the purpose of the Budgeting/costing activity in the service financial management practice?

A. To formally invoice service consumers for the services provided to them

B. To account fully for the way the organization’s money is spent

C. To predict and control the income and expenditure of money within the organization

D. To prioritize all improvements with return on investment in mind

112 / 275

What is the role of the ITIL service value chain in the ITIL Service Value System?

A. It defines a rigid structure for the creation and delivery of services.

B. It reduces the flexibility of ITIL practices.

C. It provides an operating model for the creation, delivery, and continual improvement of services.

D. It undermines the need for multimodal service management.

113 / 275

Which of the following is NOT a contribution of infrastructure and platform management to the service value chain according to ITIL v4?

A. Plan

B. Engage

C. Design and transition

D. Deliver and support

114 / 275

What is the role of governance in the ITIL Service Value System (SVS)?

A. It’s the recurring organizational activity performed at all levels to ensure that an organization’s performance continually meets stakeholders’ expectations.

B. The means by which an organization is directed and controlled.

C. It’s a foundation for a shared culture across the organization, thus supporting collaboration and cooperation within and between the teams.

D. It’s a set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization.

115 / 275

Which value chain activity changes the status of IT assets, driving most IT asset management activity?

A. Design and transition

B. Obtain/build

C. Engage

D. Improve

116 / 275

Which of the following factors may NOT influence an organization’s strategy when using suppliers according to ITIL v4?

A. Resource abundance

B. Strategic focus

C. Cost concerns

D. Corporate culture

117 / 275

What should be taken into consideration when ’knowledge’ is being utilized according to the knowledge management practice in ITIL v4?

A. The size of the document where the information is stored

B. The software used to store the information

C. The original author of the information

D. The situation and context of knowledge application

118 / 275

What is the role of the ’Engage’ process in release management according to ITIL v4?

A. It ensures that new or changed services are delivered in a controlled manner.

B. It designs the content and cadence of releases to match the needs and expectations of customers and users.

C. It is responsible for the integration of third-party components into the release.

D. It handles staging of the release with blue/green releases or feature flags.

119 / 275

What is the purpose of the incident management practice as described in ITIL v4?

A. To maximize the impact of incidents and restore service operation as soon as possible.

B. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible.

C. To increase customer and user satisfaction through the deliberate interruption of service.

D. To electronically log all incidents without resolving them.

120 / 275

Which of the following is NOT considered a requirement for successful service level agreements (SLAs) as per the ’Deliver and support’ section?

A. They must be related to a defined ‘service’ in the service catalogue.

B. They should relate to defined outcomes and not simply operational metrics.

C. They must be complicated and hard to understand.

D. They should reflect an ‘agreement’, i.e. engagement and discussion between the service provider and the service consumer.

121 / 275

What is the ’watermelon SLA’ effect in the context of service level agreements?

A. It implies overly complex SLAs that are difficult to understand

B. It signifies SLAs that only measure uptime percentages

C. It signifies SLAs that may be deemed successful by the service provider but miss important consumer outcomes

D. It implies SLAs that don’t incorporate customer feedback

122 / 275

Which of the following is NOT a role of Portfolio Management in the ITIL v4 framework?

A. Eliminating duplication between projects and mitigating risks.

B. Prioritizing incoming product, service, or project proposals based on resource constraints.

C. Developing and applying a systematic framework to define and deliver a portfolio of products and services.

D. Driving sales and marketing efforts for an organization’s products and services.

123 / 275

What objectives does the practice of strategy management aim to achieve in an organization?

A. To translate the organization’s strategy into operational steps.

B. To identify potential areas for improvement and reduce constraints.

C. To manage changes to strategies and ensure they are in line with internal and external changes.

D. All of the above.

124 / 275

What role does the service catalogue play in relation to risk management?

A. The service catalogue lists all the services that might create risk for the organization.

B. The service catalogue and pipeline represent opportunities to create and capture value, but also represent threats due to the possibility of failure.

C. The service catalogue is irrelevant to risk management.

D. The service catalogue is exclusively used to document the risks associated with each product and service.

125 / 275

Which of the following is NOT a type of change managed in an organization as described in the ’Deliver and support’ section?

A. Standard changes

B. Normal changes

C. Emergency changes

D. Conditional changes

126 / 275

Which of the following defines Multi-sourcing in the context of ITIL v4?

A. Procurement of all services directly from a single supplier.

B. The process of having external suppliers provide products and services that were previously provided internally.

C. Procurement of a product or service from more than one independent supplier.

D. The products or services are developed and/or delivered internally by the organization.

127 / 275

What is the role of portfolio management in the ’engage’ activity of the service value chain?

A. It allows the organization to identify opportunities to improve efficiency and eliminate duplication between projects.

B. It ensures that products and services are clearly defined and linked to the achievement of business outcomes.

C. When opportunities or demand are identified by the organization, decisions on how to prioritize these are made based upon the organization’s strategy plus the risk assessment and resource availability.

D. It provides important information about the status of projects, products, and services currently in the pipeline or catalogue.

128 / 275

Which practice involves identifying the costs and risks of various approaches, and agreeing on a timetable and resources for the work in the ’Plan’ section of ITIL v4?

A. Portfolio management

B. Service financial management

C. Risk management

D. IT strategy team

129 / 275

Which stakeholders directly co-create value with organizations through service relationships according to ITIL v4?

A. Suppliers

B. Service providers

C. Service consumers

D. Shareholders

130 / 275

Which of the following statements reflect true about the purpose of risk management practice in an organization?

A. Risk is always considered negative and is to be avoided at all costs.

B. Risk management must be uniform across all the organization with no room for flexibility.

C. Risk management helps identify key stakeholders and optimize engagement based on risk appetite and risk profiles.

D. The risk management practice is separate and does not contribute to other organizational activities.

131 / 275

What is the role of Error Control in ITIL v4?

A. To generate change request for implementation of a solution

B. To re-assess the status of known errors that have not been resolved

C. To handle incidents and regular business activity

D. All of the above

132 / 275

Which of the following is NOT a key question a good report or dashboard should answer as per ’Plan’ in ITIL v4?

A. How far are we from our targets?

B. What bottlenecks prevent us from achieving better results?

C. What is the current weather condition?

D. How does the report support ongoing management of products and services?

133 / 275

What is the purpose of the infrastructure and platform management practice as described in ’Deliver and support’?

A. It is only used for the physical maintenance of IT hardware resources.

B. It oversees the infrastructure and platforms used by the organization, monitoring technology solutions available including external service providers.

C. It is solely used to implement new technologies such as machine learning and AI.

D. Its only contribution to the service value chain is in the design and transition phase.

134 / 275

Within the context of ITIL v4, what are work instructions primarily for?

A. Detailing the generic delivery model for a service

B. Listing the value streams involved in delivering an agreed service output

C. Outlining who is involved in a process and how it is carried out

D. Describing what is done to accomplish an objective

135 / 275

Which value chain activity in ITIL design and transition has specific focus on knowledge, skills, and abilities related to systems and design thinking?

A. Workforce planning

B. Improve

C. Design and transition

D. Deliver and support

136 / 275

What is the role of the IT to IT customer views in a service catalogue?

A. It provides details on current service scope and offerings

B. It provides technical, security, and process information for use in service delivery

C. It provides information on service offerings that can be requested, and on provisioning details

D. It provides service level, financial, and service performance data

137 / 275

Which of the following is NOT a requirement for successful Service Level Agreements (SLAs) as described in the text?

A. They should be easy to understand and simple to use for all parties

B. They should primarily focus on operational metrics

C. They must be related to a defined ’service’ in the service catalogue

D. They should reflect an ’agreement’, i.e., involvement of all stakeholders

138 / 275

What is the purpose of the ’capacity and performance management practice’ as described in the ITIL v4 ’Design and Transition’ section?

A. To guarantee that services adhere to agreed and expected performance, meeting present and future demand in a cost-efficient manner.

B. To enhance the speed of service actions performed in a timeframe.

C. To handle incidents and defects only.

D. To mainly focus on the capacity and performance of the personnel in an organization.

139 / 275

What is the role of workforce and talent management in establishing organizational velocity?

A. It ensures that the organization has the wrong people with the correct skills and knowledge

B. It helps the organization understand and forecast the future demand for services and ensure the right people are available at the right time

C. It solely focuses on recruitment and onboarding of new employees

D. It has no role in establishing organizational velocity

140 / 275

What is the purpose of the service continuity management practice?

A. To ensure databases are synced regularly

B. To plan and execute frequent desktop refreshes

C. To securely move data from primary locations to secondary locations

D. To ensure that the availability and performance of a service are maintained at sufficient levels in case of a disaster.

141 / 275

What is the purpose of the practice of incident management in the ’Engage’ function of ITIL’s service value chain?

A. To solve incidents in a timely and controlled manner in development environments

B. To manage and assign resources for incidents

C. To ensure regular communication to understand issues, set expectations, provide status updates, and agree that the issue has been resolved so the incident can be closed

D. To execute disaster recovery plans

142 / 275

What is the role of a ’change authority’ in the context of change control practice in ITIL v4?

A. They are solely responsible for assessing the risks associated with changes

B. They have the final decision in authorizing changes before they are deployed

C. They conduct the change control process manually

D. They are only responsible for emergency changes

143 / 275

What triggers contract renewals and terminations in supplier management according to ITIL v4?

A. Systemic problems and improvement opportunities

B. Operational measures mutually agreed with internal and external suppliers

C. Failure of negotiations

D. Specific or periodic reviews of supplier performance

144 / 275

What role do Disaster Recovery Plans play in the process of Incident Management?

A. They are a final resort where incidents cannot be managed through ordinary measures.

B. They are the primary resources for handling major incidents.

C. All incidents, regardless of severity, invoke disaster recovery plans.

D. They are not related to Incident Management.

145 / 275

Which activity is associated with the ’Obtain/build, design and transition, improve’ section of ITIL v4?

A. Incremental releases of the new service based on close collaboration between the software development team and the users

B. Sales presentations by the sales director and managers

C. Configuration management by the software development team

D. Network troubleshooting by the software development team

146 / 275

Which of the following best describes the role of the Change Authority in the ’Improve’ stage of ITIL v4?

A. They are responsible for assessing the risks and expected benefits of changes, authorizing changes before deployment, and managing the change schedule.

B. They are solely responsible for assessing potential risks.

C. They are only involved in authorizing the changes in the organization.

D. They are responsible only for managing change schedule.

147 / 275

Why should direct observation be preferred over reliance on data analytics and reporting according to ITIL v4?

A. Direct observation provides more detailed and exact information

B. Over-reliance on data analytics can introduce biases and risks in decision-making

C. Data analytics and reporting require more resources

D. Direct observation is easier to perform than data analytics

148 / 275

What is the purpose of the system test in the overall test strategy described in ITIL v4?

A. It tests the performance and capacity of the system under load.

B. It checks for verification of necessary documentation, training, support model definition, and knowledge transfer.

C. It tests a single system component.

D. It checks the overall testing of the system, including software and platforms.

149 / 275

Which of the following is NOT a distinct approach used for deployment as per ITIL v4?

A. Phased deployment

B. Continuous delivery

C. Random deployment

D. Big bang deployment

150 / 275

What is the purpose of the service continuity management practice?

A. To ensure that the availability and performance of a service are maintained at sufficient levels in case of a disaster.

B. To ensure the fastest possible recovery time after a major incident.

C. To define what constitutes a disaster for the organization.

D. To provide a framework for effective communication during a disaster.

151 / 275

What triggers the deployment of new software in the ’Obtain/build, design, and transition’ section of ITIL v4?

A. Individual change requests

B. Configuration data

C. Risk assessment results

D. As soon as the software is ready

152 / 275

What is the role of known errors in the context of incident management practices?

A. Known errors are used to quantify the financial impact of an incident.

B. Known errors are integrated with modern IT service management tools to help in automated incident matching and intelligent analysis.

C. Known errors are specified guidelines on how to diagnose, investigate, and resolve each incident.

D. Known errors are logs for tracking incidents exclusively escalated to suppliers or partners.

153 / 275

What is the purpose of the Service Value System (SVS) in ITIL v4?

A. To make sure the organization creates siloed teams for efficiency

B. To ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services

C. To guide the organization’s decision making

D. To create a fixed, rigid structure and discourage flexibility

154 / 275

What is the purpose of the business analysis practice according to ITIL v4?

A. To analyse a business or some element of it, define its needs, and recommend solutions to address these needs or problems.

B. To explore opportunities for innovation based on approaches that are exclusive to business analysis.

C. To create and execute comprehensive business strategies.

D. To design and implement IT solutions without consideration of other business aspects.

155 / 275

What is the purpose of the User Acceptance Test within the ITIL v4 testing strategy?

A. To check legality and regulatory compliance

B. To monitor backup and recovery tests

C. To approve a release by the users of a new or changed system

D. To test a group of dependent software modules together

156 / 275

Which Activity is mentioned in the ’Engage’ section described?

A. Discussing and agreeing to create a project to manage the implementation of new regulatory requirements

B. Direct contact with customers to address their needs

C. Building and maintaining positive relationships with partners

D. Managing and planning resources

157 / 275

Why is organizational change management ’Design and transition’ essential?

A. It ensures the deployment of a new service or a significant change to an existing one.

B. It ensures that the change has been adopted and is sustained during live operations and support.

C. It causes the initiation of organizational change management support to an approved initiative.

D. It ensures engagement and cooperation within and across projects.

158 / 275

What is the purpose of the ITIL Service Value System (SVS)?

A. To ensure the organization continually co-creates value with all stakeholders through the use and management of products and services.

B. To facilitate the creation of organizational silos for efficiency.

C. To limit the flexibility of the organization in terms of practices and processes.

D. To deter continuous improvement within the organization.

159 / 275

What is the role of the service catalogue management within the ’obtain/build’ value chain activity?

A. To provide service catalogue views for the procurement of components and services.

B. The service catalogue management has no role in the ’obtain/build’ value chain activity.

C. Its role is to outline the prospects for future services.

D. It documents the improvements of services.

160 / 275

What is the purpose of Supplier planning in the supplier management practice?

A. To categorize suppliers on a periodic basis and after the awarding of new or updated contracts.

B. To understand new or changed service requirements and develop a sourcing strategy and supplier management plan.

C. To manage warranty requirements or clauses and make warranty claims.

D. To manage contract renewals and terminations, which are triggered by periodic reviews of supplier performance.

161 / 275

Which dimension of service management encompasses an organization’s relationships with other organizations that provide some extent of services to them?

A. The first dimension

B. The second dimension

C. The third dimension

D. The fourth dimension

162 / 275

Which of the following statements regarding Service Level Agreements (SLAs) is NOT true?

A. SLAs should relate to defined outcomes and not simply operational metrics.

B. SLAs must be related to a defined ‘service’ in the service catalogue.

C. SLAs do not need to be straightforward and easy to understand by all parties involved.

D. SLAs should reflect an ‘agreement’, i.e. engagement and discussion between the service provider and the service consumer.

163 / 275

Which of the following statements does not correctly reflect the advice for successfully applying the principle based on the provided text?

A. Every activity should contribute to the creation of value

B. A process should be as complicated as it needs to be

C. Working in an iterative way with feedback will quickly deliver incremental value at regular intervals

D. To embed a practice, one must ensure it is easy to follow

164 / 275

What is the purpose of the incident management practice?

A. To consume as many resources as possible handling incidents

B. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

C. To ignore low impact incidents and only respond to major incidents

D. To create more incidents for the service desk to handle

165 / 275

Which aspect is not a way a consumer helps to reduce the risk in the service relationship?

A. Actively participating in the definition of the service requirements.

B. Clearly communicating the critical success factors and constraints.

C. Ensuring the provider lacks access to the necessary resources of the consumer bit.

D. Participating in the clarification of the service’s required outcomes.

166 / 275

Which of the following statements about major incidents in ITIL v4 is true?

A. Major incidents often require routine management of supplier contracts.

B. Major incidents require the formation of a temporary team, including representatives of many stakeholders, to identify the resolution.

C. Major incidents should not consume too many resources.

D. Major incidents are prioritized based on their frequency.

167 / 275

Which technique does Agile use to respond to the changing needs of users?

A. Timeboxing work

B. Ongoing collaboration and communication with customers

C. Prioritization of user needs

D. All of the above

168 / 275

Which value chain activity changes the status of IT assets, thus driving most IT asset management activity?

A. Plan

B. Improve

C. Design and transition

D. Deliver and support

169 / 275

Which of the following is NOT a step in the path to optimization as described in the section ’The road to optimization’?

A. Understand and agree the context in which the proposed optimization exists

B. Agree what the future state and priorities of the organization should be, focusing on simplification and value

C. Ensure the optimization has the appropriate level of stakeholder engagement and commitment

D. Implement the proposed optimization without monitoring its impact

170 / 275

What is the role of ’Engage’ stage in problem management?

A. It is to reduce the likelihood and impact of incidents

B. Involves communicating with customers and users about problem statuses and workarounds

C. Involves identification of product defects

D. It focuses on preventing incident repetition and supporting timely incident resolution

171 / 275

What is the relationship between IT asset register and configuration management system (CMS) in IT asset management?

A. They should be kept completely separate for security purpose.

B. They both are identical and mean the same thing.

C. They may be combined or federated, and if separate, assets should be mappable between them.

D. CMS is an outdated system and is no longer relevant to modern IT asset management.

172 / 275

What is the purpose of the release management practice?

A. To make new and changed services and features available for use

B. To manage customer relations

C. To fix bugs and errors in the systems

D. To handle service requests

173 / 275

What is the purpose of the release management practice in Deliver and Support phase of ITIL?

A. To implement new changes and features available for use

B. To create new projects

C. To resolve all the technical issues in a system

D. To manage IT staff

174 / 275

What is the ’watermelon SLA’ effect in service level agreements?

A. It is the percentage of uptime of a service.

B. It is when an SLA is deemed to be successful by the provider, but misses out on significant business functionalities important to the consumer.

C. It is the level of customer satisfaction with a service.

D. It is the measure of service performance and user experience.

175 / 275

Which of the following is not a question an organization may ask when considering a technology for use in the planning, design, transition, or operation of a product or service according to ITIL v4?

A. Is this technology compatible with the current architecture of the organization and its customers?

B. Does this technology raise any regulatory or other compliance issues with the organization’s policies and information security controls, or those of its customers?

C. Does the organization have the right skills across its staff and suppliers to support and maintain the technology?

D. Will this technology be cost-effective in the long run?

176 / 275

What is the purpose of ’Supplier and contract negotiation’ activity in the supplier management practice?

A. To categorize suppliers on a periodic basis and after the awarding of new or updated contracts

B. To manage warranty requirements or clauses and make warranty claims

C. To develop, negotiate, review, update, finalize, and award supplier contracts

D. To ensure organization obtains value for money and the delivery of the agreed performance

177 / 275

What is the purpose of the service continuity management practice?

A. To ensure customer satisfaction

B. To ensure that the availability and performance of a service are maintained at sufficient levels in case of a disaster

C. To improve the overall efficiency of IT infrastructure

D. To develop and implement an IT strategy

178 / 275

Which of the following is most likely to happen if all four dimensions of service management aren’t properly addressed according to ITIL v4?

A. Organizations become too focused on one area

B. Duplication of efforts or conflicting work arises

C. The SVS in general is not impacted

D. Services become more efficient and aligned

179 / 275

What is true about portfolio management according to ITIL v4?

A. Portfolio management has no role in how resources are deployed and managed across the organization

B. Portfolio management does not include the decision-making process based on the understanding of the value, costs, and risks

C. Portfolio management applies a systematic framework to deliver a portfolio of products and services in support of strategies and objectives

D. Portfolio management does not monitor the performance of the overall portfolio nor proposes adjustments in response to changes in organizational priorities

180 / 275

Which factors influencing an organization’s strategy when using suppliers are covered in the text?

A. Resource scarcity

B. Subject matter expertise

C. Demand patterns

D. All of the above

181 / 275

What is the purpose of the change control practice?

A. To minimize the number of successful service and product changes

B. To maximize the number of successful service and product changes

C. To simply assess risks and authorize changes to proceed

D. To manage the scope of an organization

182 / 275

Within the context of ITIL, what is the role of a business relationship manager (BRM)?

A. To create demand for specific outcomes and forming target groups for their services.

B. To discuss customer needs and expectations and determine the desired outcomes.

C. To offer standardized services to a wide consumer group.

D. To artfully arrange photos in a wedding album for easy memory recall.

183 / 275

Why is it considered a risk to fail to take opportunities according to ISO 31000:2018 Risk management?

A. Because opportunities can lead to unforeseen risks

B. Because opportunity costs can be a risk

C. Because opportunities often involve high-risk decisions

D. Because avoiding opportunities means no risk is being managed

184 / 275

Which of the following is NOT included in the key activities of the ’Continual improvement’ practice?

A. Coordinating improvement activities across the organization.

B. Planning and implementing improvements.

C. Focusing entirely on the elimination of waste.

D. Measuring and evaluating improvement results.

185 / 275

What is the purpose of ’Supplier categorization’ in ITIL v4?

A. To manage warranty requirements or clauses and make warranty claims.

B. To understand new or changed service requirements and develop a sourcing strategy.

C. To categorize suppliers on a periodic basis and after the awarding of new or updated contracts.

D. To manage contract renewals and terminations, based on specific or periodic reviews of supplier performance.

186 / 275

Which of the following questions has an organization typically to consider in relation to the technology component of the service management dimension according to ITIL v4?

A. Can this technology make coffee?

B. Is the CEO fond of this technology?

C. Does this technology raise any regulatory or other compliance issues with the organization’s policies and information security controls, or those of its customers?

D. Is this technology popular among millennials?

187 / 275

What is the purpose of the ’Warranty management’ activity in the supplier management practice according to ITIL v4?

A. To manage warranty requirements and make warranty claims when a warranty issue arises, in conjunction with performance management.

B. To categorize suppliers on a periodic basis.

C. To understand new or changed service requirements and review relevant enterprise documentation.

D. To manage contract renewals and terminations.

188 / 275

What refers to the second dimension of service management in ITIL V4?

A. Data and Software

B. Information and Technology

C. Systems and Processes

D. Hardware and Networking

189 / 275

Which of the following options is NOT described as a type of supplier relationship that should be considered as part of an organization’s sourcing strategy in ITIL v4?

A. Insourcing

B. Outsourcing

C. Single source or partnership

D. Crowdsourcing

190 / 275

Who are the roles involved in the ’Demand’ section concerning updating IT services to meet regulatory requirements?

A. System Administrator and Product Manager

B. Data Analyst and Software Developer

C. Compliance Manager and Legal Director

D. Project Manager and Service Desk

191 / 275

What purpose does the IT asset management practice serve in an organization?

A. To increase the costs associated with IT assets.

B. To solely focus on purchasing and disposal of assets.

C. To optimize the use of assets while understanding the cost and value.

D. To solely manage risk related to IT assets.

192 / 275

What potential problem could be caused if a service desk is being monitored based strictly on the length of time spent on the phone?

A. The service desk might focus too much on minimizing customer engagement.

B. The service desk could face network connection issues.

C. The service desk might become excessively friendly with customers.

D. The service desk could ignore less important calls.

193 / 275

What is the purpose of the information security management practice in ITIL v4?

A. To protect the information needed by the organization to conduct its business

B. To provide an authentication system for the organization

C. To create a balance between the prevention and correction of security incidents

D. To establish a dedicated information security team within an organization

194 / 275

What is the role of the business analysis practice in the ’Improve’ stage of the service value chain according to ITIL v4?

A. It contributes to the gathering of requirements.

B. It contributes to strategic decision-making on what will be done and how.

C. All levels of evaluation and improvement benefit from business analysis, which is particularly applicable at strategic and tactical levels.

D. Business analysis skills are integral to the definition of an agreed solution.

195 / 275

Which of the following best summarises one of the primary roles for the practice of problem management?

A. To approve and implement changes

B. To manage and mitigate the impact of incidents by identifying their causes and managing workarounds

C. To document and register incidents for future analysis

D. To duplicate and multiply software and hardware problems for effective risk management

196 / 275

Which of the following is NOT an activity encompassed by the software development and management practice?

A. Solution architecture

B. Integration testing

C. Version control

D. Physical asset management

197 / 275

What is the purpose of the change control practice in ITIL?

A. To manage the people aspects of changes

B. To maximize the number of successful service and product changes by ensuring risks are assessed

C. To manage the supplier relationships

D. To manage the IT infrastructure

198 / 275

Which of the following best describes how an internal customer group might contribute to improvement in the ITIL context?

A. Through a survey or checklist of options for different functionalities

B. By participating in a workshop or using a collaboration tool on the organization’s intranet

C. By being involved at a very detailed level

D. By acting as reviewers or approvers

199 / 275

Which service value chain activity is described by ’Relationship management is responsible for ensuring that a high level of customer satisfaction and a constructive relationship between the organization and its customers are established and maintained’?

A. Plan

B. Improve

C. Engage

D. Deliver and support

200 / 275

What is the purpose of the strategy management practice in an organization?

A. To address technical issues

B. To formulate the goals of the organization and adopt the course of action and allocation of resources necessary for achieving those goals

C. To manage office communications

D. To oversee recruitment procedures

201 / 275

Which of the following is NOT an output of the ’plan’ value chain activity?

A. Strategic, tactical, and operational plans

B. Portfolio decisions for design and transition

C. Architectures and policies for design and transition

D. Service performance information for design and transition

202 / 275

Which of the following best describes the role of information security in the ’Obtain/build’ value chain activity of ITIL v4?

A. Information security must be an afterthought once all components are obtained or built

B. Information security should only be considered in components procured from suppliers

C. Information security is not necessary in the ’Obtain/build’ value chain activity

D. Information security must be built into all components, based on the risk analysis, policies, procedures, and controls set by information security management

203 / 275

Which of the following best describes a Private cloud?

A. A cloud located on the cloud provider premises for open use

B. A cloud infrastructure or platform used by a specific organization only.

C. A composition of two or more distinct cloud infrastructures.

D. Several cloud services that support and share a collection of cloud service customers with the same requirements.

204 / 275

Which portfolio in portfolio management is used to ensure that projects are not duplicated, they are within the agreed scope, and resources are available for each project?

A. Product/service portfolio

B. Project portfolio

C. Customer portfolio

D. None of the above

205 / 275

What is the purpose of the relationship management practice when it comes to handling stakeholders’ complaints and escalations?

A. To ignore the complaints and the escalation process

B. To handle their complaints and escalations through a sympathetically formal process

C. To resolve all complaints by compromising on the organization’s values

D. To ensure that no complaints or escalations are ever made

206 / 275

What is the ’Single source or partnership’ supplier relationship in an organization’s sourcing strategy?

A. A single supplier providing all services directly or an external service integrator managing relationships with all suppliers and integrating their services on behalf of the organization.

B. The process of having external suppliers provide products and services that were previously provided internally.

C. The strategy of procuring products or services from more than one independent supplier.

D. The products or services are developed and/or delivered internally by the organization.

207 / 275

What is the purpose of the service request management practice?

A. To handle all pre-defined, user-initiated service requests in an effective and user-friendly manner

B. To manage incidents and degradations of service

C. To implement the plan activity

D. To manage non-standard changes to services or their components

208 / 275

What is the purpose of the service validation and testing practice in ITIL v4?

A. To ensure that new or changed products and services meet defined requirements

B. To create new products and services

C. To establish measurable quality and performance indicators

D. To document the value chain activity of design and transition

209 / 275

What role does automation play in the holistic approach to service management?

A. Automation replaces the need for human interaction in a complex system

B. Automation can provide end-to-end visibility and support integrated management

C. Automation identifies patterns in needs of and interactions between system elements

D. Automation is mandatory in order to work holistically

210 / 275

What is the purpose of ’Improve’ in the context of Service Continuity Management?

A. It ensures that services can be resumed within agreed business timescales following a disaster.

B. It helps to identify vital business functions (VBFs) and their dependencies.

C. It ensures that continuity plans, measures, and mechanisms are continually monitored and improved along with changing circumstances.

D. It outlines the maximum acceptable period of time following a service disruption that can elapse before impact.

211 / 275

What roles does the infrastructure and platform management practice play in the service value chain according to ITIL v4?

A. It is involved in all value chain activities including the engage activity

B. It is not involved in any value chain activities

C. It is only involved in the deliver and support activity

D. It is involved in all value chain activities except the engage activity

212 / 275

What is the role ’Admin assistant’ related to in the context of ITIL v4’s ’Value’ section?

A. Monitoring software performance

B. Correcting software errors

C. Allowing non-standard characters in room names

D. Adding appointments to the calendar

213 / 275

What is the role of the practice of strategy management in the ’Plan’ activity of the service value chain?

A. The practice aids in ignoring the organization’s strategy to focus solely on operational aspects.

B. The practice ensures that the organization’s strategy ignores internal and external environments.

C. The practice ensures that the organization’s strategy has been translated into tactical and operational plans for each organizational unit that is expected to deliver on the strategy.

D. The practice ensures that the organization’s strategy is rigid and does not require any iteration or adaptation.

214 / 275

Which of the following statements about deployment management is correct?

A. It is responsible for the entire process of design and transitioning.

B. It moves new and changed components to live environments being an important part of design and transition.

C. It only uses big bang approach for the deployment of infrastructure and software.

D. It is solely handled by the in-house IT department within an organization.

215 / 275

What should be avoided when facilitating the business analysis practice in an organization according to Deliver and Support section of ITIL v4?

A. Analyse an issue for too long causing delays in solution delivery

B. Utilising business analysts (BAs) to perform business analysis

C. Evaluating and proposing actions for improvement

D. Documenting the business requirements

216 / 275

What is the purpose of the Workforce and Talent Management practice in an IT organization?

A. To diagnose and resolve IT issues

B. To ensure the organization has the right people with the appropriate skills and knowledge in the correct roles

C. To manage the organization’s budget and resources

D. To develop IT strategies and frameworks

217 / 275

Which of the following best describes the role of a change authority in the practice of change control within an organization?

A. To decentralize change approval and be a top predictor of high performance.

B. To personally implement all changes that have been assessed and authorized.

C. To assess, authorize, and communicate about changes, while avoiding unnecessary delay.

D. To solely focus on the people aspects of changes to implement organizational transformation.

218 / 275

Which of the following statements is true regarding the activities of Organizational Change Management in the ’Engage’ section of ITIL v4?

A. Organizational Change Management can be entirely delegated to an external supplier.

B. All audiences affected by the change will respond to the same messaging or be motivated by the same drivers.

C. Organizational Change Management does not need to consider cultural differences.

D. The Organizational Change Management practice actively engages with stakeholders at all stages of a change.

219 / 275

Which value chain activities is the architecture management practice most instrumental in, as per the ITIL v4?

A. Engage and Deliver

B. Improve, Design and transition

C. Obtain and Support

D. Plan, Improve, Design and transition

220 / 275

Which of the following components of the ITIL Service Value System (SVS) provides an operating model for the creation, delivery, and continual improvement of services and is adaptable to various approaches?

A. The ITIL guiding principles

B. Governance

C. The ITIL service value chain

D. Continual improvement

221 / 275

Which of the following options describe what product of an organization IS according to ITIL v4?

A. The services that an organization provides

B. Configurations of resources owned or accessed by the organization that could be valuable to its customers

C. A product is exclusive to one consumer group

D. Product components that all consumers can see

222 / 275

Why is it important to understand the current state of services and methods in an organization as per ITIL v4?

A. To avoid assumptions and make informed decisions

B. To ensure every employee is aware of all services

C. To reduce the costs involved in maintaining services

D. To train new employees in the organization

223 / 275

What is the purpose of the measurement and reporting practice in ITIL v4?

A. To increase the levels of uncertainty

B. To set clear objectives for measurement and reporting

C. To support decision-making and continual improvement

D. To evaluate the success in meeting an objective

224 / 275

What role does the sales director and business relationship manager (BRM) play in the ’Engage’ portion of ITIL v4?

A. They discuss the risks of not implementing new technologies.

B. They debate on the strategic direction of IT.

C. They discuss and investigate the value, outcomes, costs, and risks of new implementations like a website.

D. They manage everyday IT operations.

225 / 275

Which type of event, according to the ITIL v4 ’Design and transition’ section, does not require an immediate action at the time it is identified?

A. Exception event

B. Informational event

C. Warning event

D. All events require immediate action

226 / 275

Which of the following best describes the value streams and processes dimension in the context of service management?

A. It is only applicable to specific products and services

B. It outlines activities required to reduce the cost of products and services

C. It explains how the organization works for value creation through products and services

D. It mandates a single operating model for all organizations

227 / 275

What is the role of the ’Engage’ activity in the project management practice according to the ITIL v4 ’Engage’ section?

A. It supports strategic and tactical planning with methods and tools.

B. It is concerned with the design, transition, and handover to internal or external service consumers.

C. It is a key element in the successful delivery of any project, providing stakeholder management tools and techniques.

D. It manages large and complex improvement initiatives.

228 / 275

Which of the following is NOT a practice that organizational change management interacts with according to ’Deliver and Support’ section of ITIL v4?

A. Continual improvement

B. Project management

C. Risk Management

D. Measurement and reporting

229 / 275

Which of the following best describes the relationship between opportunity and demand according to ITIL v4?

A. Opportunity and demand are always accepted by the organization

B. Demand triggers opportunity within the ITIL SVS

C. Opportunity and demand trigger activities in the ITIL SVS leading to creation of value

D. Demand is prioritized over opportunity in the ITIL SVS

230 / 275

What is the purpose of the service financial management practice?

A. To ensure the organization’s financial resources and investments are being used properly

B. To provide financial resources to the organization

C. To eliminate the need for a governing body in financial decisions

D. To manage the organization’s design and transition expenditures only

231 / 275

What roles does service validation and testing play in ’Deliver and support’ based on the ’Deliver and support’ section?

A. It captures known errors and shares them with the service desk to enable faster data recovery

B. It checks for verification of necessary documentation

C. It helps engage stakeholders in service validation and testing activities

D. It helps improve metrics of service validation and testing

232 / 275

Which of the following is NOT a series of activities included in the ’Design thinking’ method?

A. Implementation

B. Delegation

C. Prototyping

D. Ideation

233 / 275

What is the purpose of the release management practice in ITIL v4?

A. To make new and changed services and features available for use.

B. To deploy as many components as possible in a short time.

C. To ensure that all users receive the same releases at the same time.

D. To develop components of a release.

234 / 275

What sort of considerations should be kept in mind when contemplating the use of a particular technology for service planning, design, transition, or operation?

A. If the technology is compatible with current architecture and raises regulatory compliance issues

B. Whether the technology has automated capabilities to ensure efficient development, deployment, and operation

C. If the technology aligns with the strategy of the service provider and if there are sufficient skills to support and maintain the technology

D. All of the above

235 / 275

Which of the following is NOT a principle applied specifically to the risk management practice based on ITIL v4?

A. Risk is part of business

B. Risk management must be consistent across the organization

C. Risk management culture and behaviours are important

D. Risk management must eliminate all uncertainties

236 / 275

What is the significance of having ’Willing and prepared participants’ in the context of organizational change management in ITIL v4?

A. The willingness of participants is of no real significance as long as the changes are implemented.

B. Participants should only be prepared for the changes, their willingness is not vital for a successful transition.

C. Participants should be willing to accept new changes and should feel prepared through relevant training, awareness, and regular communications.

D. The participants’ willingness can only be inspired by strong leadership, not by their preparation or understanding of the changes.

237 / 275

What role can service desk staff play in the ’Obtain/build’ activity within the service value chain based on the ITIL v4 framework?

A. Service desk staff develop and build the software components for the service request.

B. Service desk staff can be involved in acquiring service components used to fulfil service requests and resolve incidents.

C. Service desk staff don’t play any role in ’Obtain/build’ activity.

D. Service desk staff are responsible for constructing the physical equipment used in service delivery.

238 / 275

Which of the following best represents the utility of Lean User Experience (Lean UX)?

A. It is a mindset and culture used exclusively in traditional methods of service design.

B. It establishes functionality in maximum viable increments, focusing on late feedback for decision making.

C. It implements functionality in minimum viable increments, determining success by measuring results against an outcome hypothesis.

D. It is a tool used only for identifying, assessing, and treating risks in service design.

239 / 275

What is the purpose of the release management practice in ITIL?

A. To restrict access to new services and features

B. To introduce new and improved versions of existing services

C. To make new and changed services and features available for use

D. To reduce the number of tools and processes used in service delivery

240 / 275

Who can own, manage, and operate a community cloud according to ITIL v4?

A. Only one stakeholder in the community

B. Only the organization where the cloud exists

C. The service provider exclusively

D. One or more stakeholders in the community

241 / 275

Which of the following factors is NOT considered by an organization in the evaluation and selection of suppliers according to ITIL v4?

A. The willingness or feasibility of a supplier to customize its offerings

B. The level of influence of the organization or service integrator on the supplier’s performance

C. The degree of dependence of one supplier on other suppliers

D. The distance of the suppliers’ headquarters to the organization

242 / 275

What is the purpose of the Compliance test in the ITIL test strategy?

A. Testing system components individually

B. Checking for verification of necessary documentation, training, support model definition, and knowledge transfer

C. Testing vulnerability, policy compliance, penetration, and denial of service risk

D. Checking that legal and regulatory requirements have been met

243 / 275

What is the purpose of the service continuity management practice?

A. To ensure that IT and services can be resumed within required and agreed business timescales following a disaster.

B. To maintain a single backup of all organizational data.

C. To ensure the execution of regular employee training.

D. To minimize the number of incidents.

244 / 275

Which of the following statements is true about the role of Business Analysis in an IT organization?

A. Business analysis is primarily applicable only to software development projects

B. Business analysis should always have an intent of subsequent action

C. Business Analysis should solely focus on analyzing information for a very long time and ignore timely solutions

D. The scope of work for business analysis excludes building knowledge on how services are performing in a live environment

245 / 275

What is the role of the business impact analysis (BIA) in the practice of service continuity management?

A. To define the recovery requirements for IT services.

B. To determine the organization’s risk appetite.

C. To establish the readiness of an organization for disaster recovery.

D. To define the sources that trigger a disaster response.

246 / 275

Which of the following statements correctly describes the role of IT asset management in the service value chain?

A. IT asset management solely influences the ’Improve’ activities in the service value chain, chiefly responsible for managing costs.

B. IT asset management plays no role in the ’Engage’ activities in the service value chain.

C. IT asset management has the main impact on the ’design and transition’, and ’obtain/build’ activities in the service value chain.

D. IT asset management only affects the ’Deliver and Support’ activities in the service value chain.

247 / 275

Which of the following best describes the Public Cloud deployment model in the ITIL v4 framework?

A. A cloud infrastructure used exclusively by a specific organisation.

B. A cloud infrastructure located on the cloud provider premises and is provisioned for open use.

C. A cloud infrastructure consisting of several cloud services meant to support customers with the same requirements.

D. A composition of two or more distinct cloud infrastructures bound together by technology enabling data and application portability.

248 / 275

Which of the following statements is incorrect about the Improve stage in the ITIL v4 service value chain?

A. Service design is essential in the Improve stage as it aids in the continuous enhancement of a service

B. The Improve stage does not contribute to the service value chain

C. The Improve stage can use feedback to add further value to the services

D. Service design, which is part of the Improve stage, also considers the risks involved in the provision of products and services

249 / 275

What is the role of service validation and testing in the ’Design and transition’ activity in the service value chain?

A. Service validation and testing is not involved in the design and transition activity.

B. Service validation and testing assist in designing user interfaces.

C. Service validation and testing are tightly integrated with service design, knowledge management, performance management, deployment management, and release management.

D. Service validation and testing are primarily concerned with testing security measures during the design and transition activity.

250 / 275

Which of the following best describes ’Big bang deployment’ approach in deployment management?

A. New or changed components are deployed to part of the production environment at a time.

B. Components are integrated, tested, and deployed when they are needed.

C. New or changed components are deployed to all targets at the same time.

D. New or changed software is made available in a controlled repository, and users download the software to client devices when they choose.

251 / 275

What is the suggested solution when conflicting objectives are noticed in the example given?

A. Collect more data to improve decision-making

B. Simplify record-keeping and reduce data entry

C. Services should only generate valuable data and record-keeping should be simplified and automated

D. Completely automate the data collection process

252 / 275

What is the purpose of the incident management practice?

A. To maximize the negative impact of incidents

B. To restore normal service operation as slowly as possible

C. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

D. To consume too many resources

253 / 275

Which of the following is NOT one of the key characteristics of cloud computing in the context of ITSM?

A. On-demand availability

B. Automatic elasticity

C. Management of infrastructure by service provider

D. Measured service from consumer’s perspective

254 / 275

Which of the following best describes the purpose of the information security management practice in the ’Deliver and Support’ stage of ITIL?

A. To prevent any security incidents from occuring

B. To correct all vulnerabilities within the system

C. To only detect and correct information security incidents as an integral part of this stage

D. To only allow the organization to innovate without any risks

255 / 275

Which of the following is NOT a source of value for stakeholders as per ITIL 4?

A. Generation of revenue

B. Employee experience

C. Private information of consumers

D. Business development

256 / 275

What is the purpose of the service configuration management practice?

A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

B. To provide information on the CIs that contribute to each service and their relationships

C. To maintain large amounts of detailed information about every component and its relationships to other components

D. Both A and B

257 / 275

What is the purpose of the incident management practice as described in the ’Design and transition’ section of ITIL v4?

A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

B. To maximize the number of incidents within an organization

C. To inflate the costs of incident resolution in order to increase budget allocations

D. To obscure the impact of incidents by diluting their visibility within the organization

258 / 275

What key activities are part of the continual improvement practices in ITIL?

A. Encouraging continual improvement, securing time and budget, making business cases

B. Daily operational concerns and project work

C. Coding, Quality Assurance, and debugging

D. Sales, Marketing, and Customer service

259 / 275

Who can a service provider be in relation to a consumer’s organization per ITIL v4?

A. Can be part of the same organization

B. Must be separate organisations

C. Must be an IT department

D. Can only sell services on the open market

260 / 275

What is the purpose of the ’value streams and processes’ dimension in service management according to ITIL v4?

A. It delineates the physical resources needed in service management

B. It determines the goals and targets of the SVS

C. It establishes activities, workflows, controls, and procedures needed to meet objectives

D. It determines the cost-effectiveness of the products and services produced

261 / 275

What is the role of organizational change management in the ’improve’ value chain activity as per ITIL v4?

A. It ensures engagement and cooperation within and across projects

B. It is essential for the deployment of a new service or a significant change to an existing one

C. Without proper organizational change management, improvement cannot be sustained

D. It continues during live operations and support to ensure that the change has been adopted and is sustained

262 / 275

Which of the following best summarizes the role of the relationship management practice in the ’Obtain/build’ activity of the service value chain?

A. It ensures that inconvenience and adverse impacts to customers during transition are prevented or minimized.

B. It provides the customer requirements and priorities to help select products, services or service components to be obtained or built.

C. It is responsible for ensuring that a high level of customer satisfaction and a constructive relationship between the organization and its customers are established and maintained.

D. It is the practice responsible for engaging with internal and external customers to understand their requirements and priorities.

263 / 275

Which of the following is NOT an activity of the availability management practice as described in ’Design and Transition’?

A. Designing infrastructure and applications that can deliver required availability levels

B. Conducting user satisfaction surveys to assess the effectiveness of availability management

C. Maintaining site infrastructure to ensure optimal uptime

D. Monitoring, analysing, and reporting on availability

264 / 275

What is the role of architecture management in the ’Engage’ value chain activity?

A. It develops a single integrated architecture for smaller and less complex organizations

B. It identifies what products, services, or service components need to be obtained or built

C. It facilitates understanding the organization’s readiness to address new markets, a wide variety of products and services, and responds quickly to changing circumstances

D. It is responsible for the operation, restoration, and maintenance of products and services

265 / 275

What is the purpose of the Step 3 in the Continual Improvement Model as per ITIL v4?

A. To perform a detailed analysis of the current situation.

B. To achieve the initial vision of the initiative completely.

C. To identify and prioritize improvement opportunities based on gap analysis, and to set improvement objectives, CSFs and KPIs.

D. To garner support from stakeholders for the initiative.

266 / 275

Which value chain activity within the workforce and talent management practice focuses specifically on knowledge, skills, and abilities related to systems and design thinking?

A. Engage

B. Deliver and Support

C. Design and Transition

D. Plan

267 / 275

Why is it important to thoroughly analyze and document an improvement initiative even if it fails?

A. To help the team implement a different improvement initiative

B. To inform stakeholders of the reasons for the failure

C. To ensure continued support for future improvements

D. All of the above

268 / 275

Which of the following statements is NOT true of the work business analysts perform according to the ITIL v4 ’Plan’ section?

A. Business analysts design and describe solutions that enable value creation in alignment with an organization’s objectives.

B. The work of business analysts includes the use and evaluation of information from operations and support to build knowledge of how services and practices are performing.

C. If compromises are needed, business analysts adopt a confrontational approach.

D. Business analysts require not only critical thinking and evaluation skills, but also communication, facilitation, and data analysis skills.

269 / 275

Which of the following is NOT integrated with the service validation and testing practice in the ’Obtain/build’ step?

A. Project management

B. Deployment management

C. Incident management

D. Agile methods

270 / 275

Which of the following is not a way in which the consumer contributes to the reduction of risk in the context of ITIL v4?

A. Actively participating in the definition of service requirements

B. Clearly communicating the CSFs and constraints that apply to the service

C. Ensuring the provider does not have access to necessary resources

D. Actively participating in the clarification of required outcomes of the service

271 / 275

What is the purpose of the service catalogue management practice in the ’Plan’ stage of the service value chain?

A. It enables strategy and service portfolio investment decisions.

B. It provides technical, security, and process information for use in service delivery.

C. It ensures both the utility and warranty aspects of services are considered and published.

D. It provides context for how the service will be delivered and supported.

272 / 275

What type of service offerings does a provider perform to address a user’s need?

A. Goods to be supplied to the consumer

B. Access to resources licensed to the consumer

C. Service actions performed by the service provider

D. Tailor-made components visible to the consumer

273 / 275

Which of the following are key components of the ITIL Service Value System (SVS)?

A. The ITIL service value chain.

B. The four dimensions model.

C. IT-enabled services.

D. All of the above.

274 / 275

Which of the following correctly describes the meaning of the ’Start where you are’ principle in ITIL v4?

A. To rush into new processes without considering current states

B. To imitate other successful organizations’ methods without personalizing them

C. To leverage existing elements from the current services, processes, programs, projects, and people in creating the desired goal

D. To completely recreate all aspects of the current state without investigating or observing

275 / 275

Which of the following is NOT a consideration when a service provider is determining which technology to use in the planning, design, transition, or operation of a product or service?

A. The viability of the technology in the foreseeable future

B. The technology’s alignment with the service provider’s strategy

C. The service provider’s competency in utilizing balloon technology

D. The potential regulatory or compliance issues raised by the technology

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