Staff in an IT organization are very busy, mostly carrying out tasks that add
little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be
eliminated?

Which practice has a purpose that includes the management of financially
valuable components that can contribute to the delivery of an IT service?

When should a full risk assessment and authorization be carried out for a standard change?

Which practice has a purpose that includes ensuring that risks have been properly assessed?

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

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

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

Which is one of the five aspects of service design?

What are the MOST important skills required by service desk staff?

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

Which statement about change management is CORRECT?

Which competencies are required by the 'service level management' practice?

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

What is an IT asset?

What considerations influence the supplier strategy of an organization?

Which service management dimension is focused on activities and how these are coordinated?

Which Practice includes management of workarounds and known errors?

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

What is defined as an unplanned interruption or reduction in the quality of a service?

Which value chain activity ensures that service components meet agreed specifications?

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

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

Which dimension of service management considers the workflows and controls needed to deliver services?

Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control

What impact does automation have on a service desk?

What is the purpose of the 'information security management1 practice?

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

Which phase of problem management includes the regular assessment of the
effectiveness of workarounds?

Which statement about outcomes is CORRECT?

Which of the following includes configuring components and activities to
facilitate outcomes for stakeholders?

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

Which of the following ensures that a service provider and a service consumer
continually co-create value?

Identify the missing word in the following sentence.
A customer defines the [?] for a service and takes responsibility for the
outcomes of service consumption.

Which practice is MOST associated with the use of empathy to understand
users?

A service will be unavailable for the next two hours for unplanned
maintenance.
Which practice is MOST LIKELY to be involved in managing this?

Which statement about a `˜continual improvement register' is CORRECT?

Which is part of service provision?

What is warranty?

What are 'engage', `˜plan' and `˜improve' examples of?

What are typically recognized through notifications created by an IT service, CI or monitoring tool?

Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

What is the definition of a known error?

Which practice needs people who understand complex systems and have creative and analytical skills?

What includes governance as a component?

Which value chain activity ensures that service components meet agreed specifications?

Which usually requires a team of representatives from many stakeholder groups?

Which is included in the purpose of the 'service level management' practice?

Which describes the utility of a service?

What actions does a service desk take for all issues, queries and requests that are reported to them?

Which role approves the cost of services?

What is a change schedule PRIMARILY used for?

What must always be done before an activity is automated?

Which of these activities is carried out as part of 'problem management'?

Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

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

Which statement about service requests is CORRECT?

Which practice has a strong influence on the user experience and perception of the service provider?

An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate?

Which dimension is MOST concerned with skills, competencies, roles and responsibilities?