Which is part of the value proposition of a service?


A. Costs removed from the consumer by the service
B. Costs imposed on the consumer by the service
C. Outputs of the service received by the consumer
D. Risks imposed on the consumer by the service

Which can a change schedule be used for?


A. Speeding up the planning and authorization of emergency changes
B. Providing information about deployed changes to help manage incidents and problems
C. Providing a means of initiating and assessing normal changes
D. Tracking and managing improvement ideas from identification through to final action

Which statement about service offerings is CORRECT?


A. The same product can be used as a basis for more than one service offering
B. Service offerings include the transfer of goods from the consumer to the provider
C. Service offerings describe how providers and consumers cooperate to co-create value
D. Each service should be described to consumers as a single service offering

Identify the missing word in the following sentence:
Sponsor is the role that authorizes budget for service [?].


A. value
B. consumption
C. management
D. provision

Which practice makes use of methods from Lean, Agile and DevOps?


A. Service desk
B. Continual improvement
C. Problem management
D. Incident management

Which practice minimizes the impact on normal service operation by managing resources in response to
unplanned reductions in service quality?


A. Incident management
B. Change enablement
C. Service level management
D. Continual improvement

In which situation will incident management USUALLY use a separate process?


A. Where no target resolution time exists
B. For low impact incidents
C. Where the cause must be diagnosed
D. For information security incidents

Which practice has a purpose that includes maximizing the number of successful additions, modifications, or
removals of anything that could have an effect on a service?


A. Service request management
B. Incident management
C. Service desk
D. Change enablement

Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from
the outputs of previous activities?


A. Focus on value
B. Progress iteratively with feedback
C. Collaborate and promote visibility
D. Optimize and automate

When using the ITIL continual improvement model, which information should be produced by an organization in
order to understand where the organization is now?


A. Business objectives
B. Improvement plans
C. Assessment results
D. KPI reports