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Question 1:
Where should the following information be stored?
1.
The experience of staff
2.
Records of user behaviour
3.
Supplier\’s abilities and requirements
4.
User skill levels
A. The forward schedule of change
B. The service portfolio
C. A configuration management database (CMDB)
D. The service knowledge management system (SKMS)
Correct Answer: D
Question 2:
Which guiding principle considers the importance of customer loyalty?
A. Progress iteratively with feedback
B. Focus on value
C. Optimize and automate
D. Start where you are
Correct Answer: B
Question 3:
What does the continual service improvement (CSI) approach enable a business to achieve?
A. It keeps the communication going within the business
B. It helps the business in making decisions on improvement initiatives
C. It helps the stakeholders understand their customers
D. It dictates the way the business interacts with external suppliers
Correct Answer: B
References: https://www.cherwell.com/blog/7-steps-to-continual-service-improvement-csi-success
Question 4:
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues?
They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.
A. Problem analyst
B. Service desk agent
C. Change authority
D. Service level manager
Correct Answer: B
Question 5:
Which of the following is the BEST description of a Business Case?
A. A decision support and planning tool that projects the likely consequences of a business action
B. A portable device designed for the secure storage and transportation of important documents
C. A complaint by the business about a missed service level.
D. The terms and conditions in an IT outsource contract.
Correct Answer: A
Question 6:
Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
A. Organizations and people
B. Information and technology
C. Partners and supplies
D. Value streams and processes
Correct Answer: D
Value streams and processes focus mainly on those areas which ensure integration and coordination of various actions and parts which contribute towards better value creation for the organization. This dimension is more concerned about the way the organization has organized the activities or processes and how it enables and ensures the value creation across all stakeholders.
https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service- management
Question 7:
Which of the following is an example of proactive problem management?
A. Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident
B. Analysis of an incident by a technical support group which revels that an underlying problem exists, or is likely to exist
C. Suspicion or detection of a cause of one or more incidents by the service desk
D. Trending of historical incident records to identify one or more underlying causes
Correct Answer: B
Reference: http://www.greycampus.com/opencampus/itil-foundation/problem-management
Question 8:
What are the categories of events described in the ITIL service operation book?
A. Informational, scheduled, normal
B. Scheduled, unscheduled, emergency
C. Informational, warning, exception
D. Warning, reactive, proactive
Correct Answer: C
Question 9:
Which of the following describes risk proximity?
A. The timeframe over which the risk mitigation actions should be implemented
B. The schedule for the risk management activities related to a plan
C. The timeframe over which a risk will be monitored by the risk owner
D. The timeframe for when the risk might materialize
Correct Answer: D
Question 10:
Identity the missing word(s) in the blowing sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o\’ incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].
A. events
B. charges
C. IT assets
D. known errors
Correct Answer: D
Question 11:
Which guiding principle is PRIMARILY concerned with consumer\’s revenue and growth?
A. Keep it simple and practical
B. Optimize and automate
C. Progress iteratively with feedback
D. Focus on value
Correct Answer: D
Question 12:
Which dimension of service management considers the workflows and controls needed to deliver services?
A. Organization and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
Correct Answer: D
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management
Question 13:
Which of the following statements about processes is INCORRECT?
A. They are units of organizations designed to perform certain types of work
B. We must be able to measure them in a relevant manner
C. They deliver specific results
D. They respond to specific events
Correct Answer: A
Question 14:
What is IT Governance concerned with?
A. Measuring and improving the efficiency and effectiveness of IT processes
B. Ensuring that IT processes support the organization\’s strategies and objectives
C. Reducing the total cost of providing services to the business
D. Ensuring that targets documented in Service Level Agreements (SLAs) are met
Correct Answer: B
Question 15:
Which two statements about an organization\’s culture are CORRECT?
1.
It is created from shared values based on how it carries out its work
2.
It is determined by the type of technology used to support services
3.
It should be based on the culture of prospective suppliers
4.
It should be based on the objectives of the organization
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
Correct Answer: D