ITIL 001

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

• A.  Progress iteratively with feedback
• B.  Keep is simple and practical
• C.  Start where you are
• D.  Focus on value

Which practice has a purpose that includes ensuring that risks have been properly assessed?

• A.  Service configuration management
• B.  Problem management
• C.  Service level management
• D.  Change control

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

• A.  Each time the standard change is implemented
• B.  When the procedure for the standard change is created
• C.  At least once a year
• D.  When an emergency change is requested

Which statement about emergency changes is CORRECT?

• A.  The testing of emergency can be eliminated in order to implement the change quickly
• B.  The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly
• C.  Emergency changes should be authorized and implemented as service requests
• D.  Emergency changes must be fully documented before authorization and implementation

Which practice coordinates the classification, ownership and communication of service requests and incidents?

• A.  Supplier management
• B.  Service desk
• C.  Problem management
• D.  Relationship management

What is warranty?

• A.  Assurance that a product or service will meet agreed requirements
• B.  The amount of money spent on a specific activity or resource
• C.  The functionality offered by a product or service to meet a particular need
• D.  The perceived benefits, usefulness and importance of something

Which is part of service provision?

• A.  The management of resources configured to deliver the service
• B.  The management of resources needed to consume the service
• C.  The grouping of one or more services based on one or more products
• D.  The joint activities performed to ensure continual value co-creation

Which statement about a ‘continual improvement register’ is CORRECT?

• A.  It should be managed at the senior level of the organization
• B.  It should be used to capture user demand
• C.  There should only be one for the whole organization
• D.  It should be re-prioritized as ideas are documented

What are ’engage’, ‘plan’ and ‘improve’ examples of?

• A.  Service value chain activities
• B.  Service level management
• C.  Service value chain inputs
• D.  Change control

Which statement about outcomes is CORRECT?

• A.  An outcome can be enabled by more than one output
• B.  Outcomes are how the service performs
• C.  An output can be enabled by one or more outcomes
• D.  An outcome is a tangible or intangible activity