Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?


A. Executing improvement actions
B. Performing baseline assessments
C. Defining the improvement plan
D. Understanding the business mission

Which practice makes new services available for use?


A. Change enablement
B. Release management
C. Deployment management
D. IT asset management

What should be considered as part of the 'partners and suppliers' dimension?


A. The level of integration and formality involved in the relationships between organizations
B. The activities, workflows, controls and procedures needed to achieve the agreed objectives
C. The information created, managed and used in the course of service provision and consumption
D. The required skills and competencies of teams and individual members of the organization

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the
needs of the organization?


A. Service desk
B. Service request management
C. Service level management
D. Service configuration management

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


A. It should always be used to support direct observation
B. It should always be used instead of direct observation
C. Measured data is always more accurate than direct observation
D. The act of measuring always positively impacts results

Which practice involves the management of vulnerabilities that were not identified before the service went live?


A. Service request management
B. Problem management
C. Change control
D. Service level management

What describes how components and activities work together to facilitate value creation?


A. The ITIL service value system
B. The ITIL guiding principles
C. The four dimensions of service management
D. A service relationship

Which statement about the service value chain is CORRECT?


A. The service value chain converts value into demand
B. Each value chain activity uses different combinations of practices to convert inputs into outputs
C. Each value chain activity identifies a requirement for resources from an external supplier
D. The service value chain uses value streams to describe a combination of consumers and providers

Which statement about managing incidents is CORRECT?


A. Low impact incidents should be resolved efficiently, making logging unnecessary
B. The 'incident management' practice should use a single process regardless of the impact of the incident
C. Low impact incidents should be resolved efficiently so the resource required is reduced
D. Incidents with the lowest impact should be resolved first

Which gives a user access to a system?


A. Service requirement
B. Service agreement
C. Service consumption
D. Service provision