Which practice provides a communications point for users to report operational issues, queries and requests?

What is the definition of a problem?

Which includes governance, management practices, and continual improvement?

Which BEST describes the purpose of the 'improve' value chain activity?

Which is an example of a business related measurement?

Which statement about outputs is CORRECT?

Which statement about a service value stream is CORRECT?

Which describes a CORRECT approach to change authorization?

A service offering may include goods, access to resources, and service actions. Which is an example of a service action?

Which will NOT be handled as a service request?

Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

Which statement about change authorities is CORRECT?

Which practice recommends the use of event-based surveys to gather feedback from customers?

Which can act as an operating model for an organization?

Which statement about the automation of service requests is CORRECT?

Which is the BEST example of a standard change?

In which step of the 'continual improvement model' is an improvement plan implemented?

Which activity is part of the 'continual improvement' practice?

Which is included in the purpose of the 'change enablement' practice?

Identify the missing words in the following sentence:
A user is [?] that uses services.

Which is an activity of the 'incident management' practice?

Which two practices interact the MOST with the service desk practice?

Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

Where are the details of the required performance outcomes of a service defined?

Which practice is MOST likely to benefit from the use of chatbots?

Which is an activity of the 'problem management' practice?

When is the earliest that a workaround can be documented in 'problem management'?

Which will help solve incidents more quickly?

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

Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

What varies in size and complexity, and uses functions to achieve its objectives?

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

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

What is the purpose of the 'incident management' practice?

What term is used to describe whether a service will meet availability, capacity and security requirements?

Which is an external input to the service value chain?

In service relationships, what is a benefit of identifying consumer roles?

What can be used to determine if a service is 'fit for purpose'?

Which is a result of applying the guiding principle 'progress iteratively with feedback'? 

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

Identify the missing word(s) in the following sentence: “The Product Owner is the sole person responsible for managing the ___________________.”

What impact does automation have on a service desk?

Which statement about 'continual improvement' is CORRECT?

Which is a recommendation of the guiding principle 'think and work holistically'?

Which guiding principle considers the importance of customer loyalty?

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

Which practice makes new services available for use?

What should be considered as part of the 'partners and suppliers' dimension?

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?

Which practice involves the management of vulnerabilities that were not identified before the service went live?

What describes how components and activities work together to facilitate value creation?

Which statement about the service value chain is CORRECT?

Which statement about managing incidents is CORRECT? 

Which gives a user access to a system?

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

Why should some service requests be fulfilled with no additional approvals?

How are target resolution times used in the 'incident management' practice?