Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a
greater amount of change at a quicker rate?


A. Service desk
B. Monitoring and event management
C. Service level management
D. Continual improvement

Which practice establishes a channel between the service provider and its users?


A. Relationship management
B. Change enablement
C. Supplier management
D. Service desk

What is required by all service desk staff?


A. Excellent technical knowledge
B. Root cause analysis skills
C. Demonstration of emotional intelligence
D. Knowledge of telephony technology

Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals


A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

What is a service?


A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the
customer having to manage specific costs and risks
C. A tangible or intangible deliverable of an activity
D. Joint activities performed by a service provider and a service consumer to ensure continual value co-
creation based on agreed and available service offerings

Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?


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

An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?


A. A single SLA defines target service levels for multiple customers, so every customer sees reports about
other customers' experiences

B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the
customer is not satisfied

C. SLA targets change very frequently, so that each report includes new measures and trends cannot be
analyzed

D. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job,
so this improves satisfaction

Which does the ITIL service value system discourage?


A. Coordinated authorities and responsibilities
B. Organizational silos
C. Interfaces among practices
D. Organizational agility

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


A. Continual improvement participation should be limited to a small dedicated team
B. It is the role of senior management to authorize improvement initiatives
C. Training should be provided to those involved in continual improvement
D. A single continual improvement register should be maintained by senior management

Which helps to manage an incident when it is unclear which support team should be working on the incident?


A. Disaster recovery plans
B. Swarming
C. Target resolution times
D. Self-help