Which is part of the 'focus on value' guiding principle?


A. Understanding what services help the service consumer
B. Reducing the number of steps in the customer experience
C. Assessing services to identify parts that can be reused
D. Identifying activities that can be achieved in smaller iterations

Which is provided by the 'engage' value chain activity?


A. Ensuring that stakeholder expectations for quality are met
B. Ensuring that stakeholder needs are understood by the organization
C. Ensuring that service components are available when needed
D. Ensuring that services are operated to meet agreed specifications

Which statement about value creating activities is CORRECT?


A. Each value stream should be designed with a specific combination of service value chain activities
B. Service value chain activities have pre-determined dependencies on ITIL practices
C. A value stream is an operating model for creating value through products and services
D. Organizations should ensure that each value stream is applicable to many scenarios

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


A. Change enablement
B. Problem management
C. Information security management
D. Service configuration management

What is the definition of warranty?


A. A means of identifying events that could cause harm or loss
B. A means of determining whether a service is fit for purpose
C. A means of identifying a result for a stakeholder
D. A means of determining whether a service is fit for use

Which statement about the 'continual improvement model' is CORRECT?


A. Organizations should work through the steps of the model in the sequence in which they are presented
B. The flow of the model helps organizations to link improvements to its goals
C. The model is applicable to only certain parts of the service value system
D. Organizations should use an additional model or method to link improvements to customer value

Which skill is required by the 'service level management' practice?


A. Supplier management
B. Technical expertise
C. Event monitoring
D. Problem management

Which statement about outcomes is CORRECT?


A. Outcomes rely on outputs to deliver results for a stakeholder
B. Outcomes use activities to produce tangible or intangible deliverables
C. Outcomes give service consumers assurance of products or services
D. Outcomes help a service consumer to assess the cost of a specific activity

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


A. To restore normal service operation as quickly as possible
B. To manage workarounds and known errors
C. To capture demand for incident resolution and service requests
D. To systematically observe services and service components

Which guiding principle considers which parts of an existing process should be kept by identifying how they
contribute to value creation?


A. Progress iteratively with feedback
B. Collaborate and promote visibility
C. Think and work holistically
D. Keep it simple and practical