Question #1 of 20No.

of attempts left: 2

Which of the following statements about internal and external customers is MOST correct?

1. External customers should receive better customer service because they pay for their IT services.

2. Internal customers should receive better customer service because they pay employee salaries.

3. The best customer service should be given to the customer that pays the most money.

4. Internal and external customers should receive the level of customer service that has been agreed.

Question #2 of 20

Which of the following is a source of good practice for organizations to improve their performance and
capability?

1. Proprietary knowledge of organizations and individuals

2. Understanding the market place
3. Value to business
4. Key metrics

Justification
The sources of good practice for organizations operating in dynamic environments that help in improving their
capability include public frameworks and standards and proprietary knowledge of organizations and individuals.

Question #3 of 20No. of attempts left: 2

Which of the following is a characteristic of public frameworks and standards?

1. It is customized for the local context and specific business needs.

2. It may be tacit knowledge.

3. It has been validated across diverse environments and knowledge is widely distributed among professionals.

4. It may only be available under commercial terms.

Justification
Public frameworks and standards is one of the sources of good practice for organizations. It is validated across
diverse environments, and knowledge is widely distributed among professionals. The other options, A, B, and D, are
the characteristics of proprietary knowledge of organizations and individuals.

Question #4 of 20No. of attempts left: 2

ITIL core is a component of which of the following?

1. ITIL Service Management

2. ITIL Service Lifecycle

3. ITIL Service Operation

4. ITIL library

Justification
The ITIL Library has ITIL core and ITIL complementary guidance as its components.

Question #5 of 20No. of attempts left: 2

Which of the following is a component of ITIL library?

1. Public frameworks and standards

2. ITIL complementary guidance

3. ITIL Service Management

4. ITIL Service Strategy

Justification
The ITIL library has ITIL core and ITIL complementary guidance as its components.
Question #6 of 20No. of attempts left: 2

Which of the following is true about ITIL core?

1. A complementary set of publications with guidance specific to industry sectors, organization types, etc.

2. An approach that emphasizes the importance of coordination across various functions, processes, etc.

3. Best-practice publications applicable to all types of organizations that provide services to a business.

4. A means of delivering value to customers by facilitating outcomes without the ownership of specific costs and
risks.

Justification
ITIL core is defined as the best-practice publications applicable to all types of organizations that provide services to
a business.

Question #7 of 20No. of attempts left: 2

What is ITIL complementary guidance?

1. A set of five publications within the ITIL core set.

2. A set of resources and capabilities such as processes, people, and technology as described by the ITIL
Service Management framework.

3. An approach that considers the strategy, design, and continuous improvement of IT services.

4. A complementary set of publications with guidance specific to industry sectors, organization types, operating
models, and technology architectures.

Justification
ITIL complementary guidance is a complementary set of publications with guidance specific to industry sectors,
organization types, operating models, and technology architectures.
Question #8 of 20No. of attempts left: 2

What is the objective of the ITIL Service Management framework?

1. To provide services that are fit for purpose, stable, and so reliable that the business/customer views them as
a trusted provider.

2. To emphasize the importance of coordination and control across various functions necessary to manage the
full lifecycle of IT services.

3. To consider the strategy and design, and provide continuous improvement of IT services.

4. To deliver value to customers by facilitating outcomes that customers want to achieve without the ownership
of specific costs and risks.

Justification
The objective of the ITIL Service management framework is to provide services for customers that are fit for
purpose, stable, and so reliable that the business views them as a trusted provider.

Question #9 of 20No. of attempts left: 2

Which of the following is NOT true about the ITIL Service Management framework?

1. Its objective is to provide services that are fit for purpose, stable, and so reliable that the business views them
as a trusted provider.

2. It is a means of delivering value to customers by facilitating outcomes that customers want to achieve without
the ownership of specific costs and risks.

3. It offers good-practice guidance applicable to all types of organizations that provide IT services to
businesses.

4. It is neither bureaucratic nor unwieldy if utilized sensibly and in full recognition of the business needs of the
organization.

Justification
Service is defined as a means of delivering value to customers by facilitating outcomes that customers want to
achieve without the ownership of specific costs and risks. So, only option B is not true about the ITIL Service
Management framework.
Question #10 of 20No. of attempts left: 2

What is the definition of Service Lifecycle?

1. It is defined as a complementary set of publications with guidance specific to industry sectors, organization
types, operating models, and technology architectures.

2. It is a means of delivering value to customers by facilitating outcomes that customers want to achieve without
the ownership of specific costs and risks.

3. It is a set of specialized organizational capabilities for providing value to customers in the form of services.

4. It is an approach to IT Service Management that emphasizes the importance of coordination and control
across the various functions, processes, and systems necessary to manage the full lifecycle of IT services.

Justification
Justification: Service Lifecycle is an approach to IT Service Management that emphasizes the importance of
coordination and control across the various functions, processes, and systems necessary to manage the full
lifecycle of IT services.

Question #11 of 20No. of attempts left: 2

Which of the following publications does NOT describe Service Lifecycle within the ITIL core set?

1. Service Strategy

2. Service Management

3. Service Transition

4. Continual Service Improvement

Justification
The Service Lifecycle is described in a set of five publications within the ITIL core set. These publications are
Service Strategy and Service Design, Service Transition, Service Operation, and Continual Service Improvement.
Question #12 of 20No. of attempts left: 2

What is the definition of Service?

1. It is defined as a means of delivering value to customers by facilitating outcomes that customers want to
achieve without the ownership of specific costs and risks.

2. It is defined as a set of specialized organizational capabilities for providing value to customers in the form of
services.

3. It is defined as an approach to IT Service management that emphasizes the importance of coordination and
control across the various functions, processes, and systems necessary to manage the full lifecycle of IT services.

4. It is defined as best-practice publications applicable to all types of organizations that provide services to a
business.

Justification
A service is a means of delivering value to customers by facilitating outcomes that customers want to achieve
without the ownership of specific costs and risks.

Question #13 of 20No. of attempts left: 2

Which of the following is NOT true about Service Management?

1. It enables a service provider to understand the services they provide.

2. It helps to ensure that the services really do facilitate the outcomes the service provider’s customers want to
achieve.

3. It makes the acquisition of knowledge through the labor market easier.

4. It helps to understand the value of the services to the service provider’s customers.

Justification
Service management enables a service provider to understand the services they are providing; to ensure that the
services really do facilitate the outcomes their customers want to achieve; to understand the value of the services to
their customers; and to understand and manage all of the costs and risks associated with those services.
Question #14 of 20No. of attempts left: 2

How is Service Management defined?

1. It is an approach that emphasizes the importance of coordination and control across the various functions,
processes, and systems necessary to manage the full life cycle of IT services.

2. It is a set of specialized organizational capabilities for providing value to customers in the form of services.

3. It is a means of delivering value to customers by facilitating outcomes that customers want to achieve without
the ownership of specific costs and risks.

4. It is a complementary set of publications with guidance specific to industry sectors, organization types,
operating models, and technology architectures.

Justification
Service management is a set of specialized organizational capabilities for providing value to customers in the form
of services.

Question #15 of 20No. of attempts left: 2

Which of the following is not included in "specialized organizational capabilities"?

1. Processes

2. Activities

3. Roles

4. technology architectures

Justification
Service Management is a set of specialized organizational capabilities that include the processes, activities,
functions, and roles that a service provider uses to enable them to deliver services to their customers, as well as the
ability to organize, manage knowledge, and understand how to facilitate outcomes that create value.
Question #16 of 20No. of attempts left: 2

Which of the following is NOT true about Service Management?

1. It is concerned with more than just delivering services.

2. It considers the entire life cycle from strategy through design and transition to operation and continual
improvement.

3. It is a means of delivering value to customers by facilitating outcomes that customers want to achieve without
the ownership of specific costs and risks.

4. It is a set of specialized organizational capabilities for providing value to customers in the form of services.

Justification
Service, not Service Management, is defined as a means of delivering value to customers by facilitating outcomes
that customers want to achieve without the ownership of specific costs and risks.

Question #17 of 20No. of attempts left: 2

Service Lifecycle is initiated from which of the following?

1. Change in requirements in the business

2. Service Operation

3. Continual Service Improvement

4. Service Transition

Justification
Service Lifecycle is initiated from a change in requirements in the business. These requirements are identified and
agreed at the Service Strategy stage within a Service Level Package and a defined set of business outcomes.
Question #18 of 20No. of attempts left: 2

Which of the following processes takes place in the Service Design stage?

1. The service is evaluated, tested, and validated, and the service is transitioned into the live environment.

2. A focus on providing effective and efficient operational services to deliver the required business outcomes
and value to the customer.

3. A service solution is produced together with a Service Design package containing everything necessary to
take the service through the remaining stages of the lifecycle.

4. Identifying opportunities for improvement anywhere within the lifecycle

Justification
In the Service Design stage, a service solution is produced together with a Service Design Package containing
everything necessary to take this service through the remaining stages of the lifecycle.

Question #19 of 20No. of attempts left: 2

The process where the service is evaluated, tested, and validated, and then transitioned into the live
environment happens in which of the following stages?

1. Continual Service Improvement

2. Service Design

3. Service Operation

4. Service Transition

Justification
The Service Design Package passes to the Service Transition stage, where the service is evaluated, tested, and
validated, and the service is transitioned into the live environment, where it enters the service Operation stage.
Question #20 of 20No. of attempts left: 2

What does Service Operation focus on?

1. Effectiveness, cost-effectiveness, and compliance of services

2. Evaluation, testing, and validation

3. Provision of effective and efficient operational services

4. Identification of opportunities for improvement anywhere within the lifecycle stages

Justification
Service operation focuses on providing effective and efficient operational services to deliver the required business
outcomes and value to the customer.