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

What is the PRIMARY use of a change schedule?

Which practice identifies metrics that reflect the customer’s experience of a service? 

Which practice includes the classification and ownership of queries and requests from users?

Which practice is responsible for moving components to live environments?

Which role submits service requests?

Which is a potential benefit of using an IT service management tool to support the 'incident management' practice?

Which is a recommendation of the ‘continual improvement’ practice?

Identify the missing word(s) in the following sentence.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.

How does categorization of incidents assist the ‘incident management’ practice?

Identify the missing word in the following sentence.
The purpose of the ‘information security management’ practice is to [?] the organization’s information.

Which practice is the responsibility of everyone in the organization?

Which would be supported by the ‘service request management’ practice?

Which guiding principle recommends that the four dimensions of service management are considered?

Which practice provides a single point of contact for users?

Which practice has the purpose of making new and changed services and features available for use?

Which statement about a change authority is CORRECT?

Which describes the nature of the guiding principles?

Which is NOT usually included as part of incident management?

Which guiding principle recommends collecting data before deciding what can be re-used?

Which is a purpose of the ‘service desk’ practice?

What are the two types of cost that a service consumer should evaluate?

What is the purpose of the ‘supplier management’ practice?

Which statement about the value chain activities is CORRECT?

Which value chain activity ensures people understand the organization’s vision?

What is a standard change?

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

Which is a recommendation of the ‘service desk’ practice?

Which ITIL concept describes governance?

How should an organization adopt continual improvement methods?

Which is NOT a key focus of the ‘information and technology’ dimension?

Which describes outcomes?

What is the definition of an event?

What is the definition of change?

What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

What is the definition of warranty?

A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?

What should be done first when applying the ‘focus on value’ guiding principle? 

Which is a key consideration for the guiding principle ‘keep it simple and practical’? 

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 enablement

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

Identify the missing word in the following sentence The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.

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

Identify the missing word(s) in the following sentence:
The service desk should be the entry point and single point of contact for the [?] with all of its users.

Which dimension considers how knowledge assets should be protected?

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

Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

Which statement about the 'change control' practice is CORRECT?

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

What is defined as any component that needs to be managed in order to deliver an IT service?

Which is a key requirement for a successful service level agreement (SLA)?

Which statements about the 'change control' practice is CORRECT?

Which role approves the cost of services?

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

Which service level metrics are BEST for measuring user experience?

Which gives a user access to a system?

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

Which directly assists with the diagnosis and resolution of simple incidents?

Which is handled as a service request?

Which of these should be logged and managed as a problem?