How do all value chain activities transform inputs to outputs?

What should all 'continual improvement' decisions be based on?

Which is the purpose of the 'monitoring and event management' practice?

Which term describes the functionality offered by a service?

What is the effect of increased automation on the 'service desk' practice?

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

Which practice provides support for managing feedback, compliments and complaints from users?

Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

What is the starting point for optimization?

How does customer engagement contribute to the 'service level management' practice?
1. It captures information that metrics can be based on
2. It ensures the organization meets defined service levels
3. It defines the workflows for service requests
4. It supports progress discussions

Which statement about change authorization is CORRECT?

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?

Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

What type of change is MOST likely to be managed by the 'service request management' practice?

Which practice may involve the initiation of disaster recovery?

Which statement about the 'service desk' practice is CORRECT?

What does the 'service request management' practice depend on for maximum efficiency?

Which statement about known errors and problems is CORRECT?

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

Which dimension of service management considers governance, management, and communication?

What should be done for every problem?

Which guiding principle describes the importance of doing something, instead of spending a long time analyzing different options?

Identify the missing word in the following sentence. A member of the Project Board is responsible for [ ? ] assurance.

Which practice has a purpose that includes restoring normal service operation as quickly as possible?

Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

Which is the BEST example of a standard change?

Which skill is an essential part of the 'service level management' practice?

Which is included in the purpose of the 'design and transition' value chain activity?

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

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

Which will NOT be handled as a service request?

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

How should the seven guiding principles be combined when an organization is making a decision?

What is recommended by the guiding principle 'progress iteratively with feedback'?

Which TWO statements about the 'service request management' practice are CORRECT?

1. Service requests are part of normal service delivery.
2. Complaints can be handled as service requests.
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests.

What is a recommendation of the 'focus on value' guiding principle?

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

What is typically needed to assign complex incidents to support groups?

Which guiding principle considers customer and user experience?

Which is NOT a component of the service value system?

When should a change request be submitted to resolve a problem?

Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

Which is the BEST description of the value of a service to a customer?

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

Which guiding principle considers the importance of customer loyalty?

In which TWO situations should the ITIL guiding principles be considered?

1. In every initiative

2. In relationships with all stakeholders

3. Only in specific initiatives where the principle is relevant

4. Only in specific stakeholder relationships where the principle is relevant

Which statement about 'continual improvement' is CORRECT?

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

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

Identify the missing words in the following sentence. The management of information security incidents usually requires [?].

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

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

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

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

Which practice forms a link between the service provider and the users of services?

Which practice has a purpose to support the quality of the service by handling all agreed user-initiated service requests?

What is the definition of service management?

What is the definition of a known error?

What are the three phases of 'problem management'?

Which term relates to service levels aligned with the needs of service consumers?