Question 1

You have been asked to investigate an email service within your organization that is failing to meet its intended outcomes. You begin by determining the intended outcome and then observe the current service with as much objectivity as possible. Based on your observations, you are able to determine that the current service is not meeting its utility and warranty requirements. Which guiding principles best describes your actions in this scenario?

Options :

A : Optimize and automate

B : Keep it simple and practical

C : Collaborate and promote visibility

D : Start where you are

Answer: D

Question 2

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

Options :

A : Plan

B : Improve

C : Design and transition

D : Deliver and support

Answer: A

Question 3

Which practice performs reviews to ensure that services continue to meet the needs of the customers?

Options :

A : Monitoring and event management

B : Service level management

C : Change enablement

D : Service desk

Answer: B

Question 4

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

services?

Options :

A : Progress iteratively with feedback

B : Keep is simple and practical

C : Start where you are

D : Focus on value

Answer: C

Question 5

What is defined as any component that needs to be managed in order to deliver an IT service?

Options :

A : A service request

B : An IT asset

C : A configuration item (CI)

D : An incident

Answer: C