MBPS ITIL4 Mock Exam

1. What is Service Management? *

The ability of an organization to carry out an activity 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 A set of specialized organizational capabilities for enabling value for customers in the form of services The perceived benefits, usefulness, and importance of something

2. Service is a means of enabling (?) co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks? *

Capability Service Product Value

3. What should be assessed to evaluate whether a service offering will facilitate the desired outcomes of consumers? *

Utility & Warranty Partners & Suppliers Economic & Technological Factors Principles & Practices

5. How is Service Relationship Management defined? *

The joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings The cooperation between the service consumer and service provider Activities performed by an organization to consume services Activities performed by an organization or provide services

6. Which is closely related to the ‘organization and people’ dimension of service management? *

Cognitive Computing and Artificial intelligence Flexible partnerships and formal contracts Management and leadership styles Procedure documents and work instructions

7. What can be generally considered as the key output of the majority of IT services that are consumed by business customers? *

Technology Information Processes People

8. Which applies to the ‘partners & suppliers’ dimension of service management? *

Contracts and Agreements Inventory Systems and Communication Systems Communication and collaboration skills Procedure Documents or Work Instruction Documents

9. How would a Process be LEAST described in ITIL4? *

It transforms inputs to outputs It has an objective to accomplish It defines the sequence of actions, and their dependencies It is a series of steps that an organization uses to create and deliver products and services to a service consumer

10. Which BEST defines the ITIL service value system (SVS)? *

It is the means by which the organization is directed and controlled It is the perceived benefits, usefulness and importance of something It describes how all the components and activities of the organization work together as a system to enable value creation It is a set of interconnected activities that an organization performs to deliver a valuable product or service

11. Which is NOT an accurate depiction of Value for the Service Consumer? *

Value is defined by the needs of the service consumer Value is achieved thru the support of intended outcomes and optimization of their costs and risks Value is what the service provider defines for its service consumer Value is expected to change over time in different circumstances

12. Which BEST relates to the principle of ‘start where you are’? *

Use the minimum number of steps to accomplish an objective Do not start over without first considering what is already available to be leveraged Resist the temptation to do everything at once No service, practice, process, department, or supplier stands alone

13. Which does NOT relate well to the principle of ‘progress iteratively with feedback’? *

Never do everything at once Organize work into smaller and manageable sections that can be completed in a timely manner Gaining feedback in every iteration will ensure that actions are focused even if circumstances change Do not accomplish huge initiatives iteratively

14. Which does NOT directly relate to the application of guiding principle of ‘collaborate and promote visibility’? *

Collaboration does not mean Consensus Recognize the complexity of systems Communicate in a way that the Audience can hear Decision can only be made on visible data

15. Which relates BEST to the guiding principle ‘think and work holistically’? *

Eliminate anything that fails to provide value or produce useful outcome Understanding the big picture is important, but so is making progress Establish an understanding of how all parts of the organization work together in an integrated way Technical and Human Resources should be used to their best effect

16. Which is NOT TRUE when applying the guiding principle of ‘keep it simple and practical’? *

Simplicity is the best route to achieving quick wins Simplicity is the ultimate complication The easier to understand, the more likely to adopt Respect the time of people involved

17. Which is NOT true when applying the guiding principle of ‘optimize and automate’? *

Make use of what is already there to implement opportunities for optimization and automation quickly and economically Selecting what to optimize and automate and how to do so should be based on what will create the best value for the organization Attempting to automate work that is sub-optimal is likely to achieve the desired outcome The intended and actual result of the optimization should be evaluated using an appropriate set of metrics

19. What does the PLAN activity of the service value chain aim to ensure? *

Continual improvement of products, services, and practices across all value chain activities and the 4 dimensions of service management A shared understanding of the vision, current status, and improvement direction for all 4 dimensions and all products & services exists Products and services continually meet stakeholder expectations for quality, costs, and time to market Service components are available when and where they are needed and that they meet agreed specifications

20. What is the purpose of the IMPROVE activity of the service value chain? *

To ensure the continual improvement of products, services, and practices across all value chain activities and the 4 dimensions of service management To ensure that a shared understanding of the vision, current status, and improvement direction for all 4 dimensions and all products & services exists To ensure that products and services continually meet stakeholder expectations for quality, costs, and time to market To ensure that service components are available when and where they are needed and that they meet agreed specifications

21. The purpose of the ENGAGE activity of the service value chain is to provide a good understanding of stakeholder needs, transparency, and continual (?) and good relationships with all stakeholders. *

Engagement Improvement Delivery Commitment

22. What is the purpose of the DESIGN & TRANSITION activity of the service value chain? *

Ensure the continual improvement of products, services, and practices across all value chain activities and the 4 dimensions of service management Ensure that a shared understanding of the vision, current status, and improvement direction for all 4 dimensions and all products & services exists Ensure that products and services continually meet stakeholder expectations for quality, costs, and time to market Ensure that service components are available when and where they are needed and that they meet agreed specifications

23. The purpose of the OBTAIN / BUILD activity of the service value chain is to ensure that (?) are available when and where they are needed and that they meet agreed specifications. *

Service Components Value Service Products and Services

24. The purpose of the DELIVER & SUPPORT activity of the service value chain is to ensure that (?) are delivered and supported according to agreed specifications including stakeholders’ expectations. *

Service Components Value Services Products and Services

25. Which is NOT a good continual improvement practice? *

Continual improvement is the responsibility of everyone It is wise to include contribution to continual improvement in all job descriptions Active participation in continual improvement activities is a core part of everyone’s job Continual improvement should be excluded in all contracts with external suppliers and contractors

26. The purpose of (?) is to protect the information needed by the organization to conduct its business. *

Architecture Management Service Design Infrastructure and Platform Management Information Security

27. Relationship Management ensures the following, EXCEPT? *

Stakeholder needs and drivers are understood, and products & services are prioritized appropriately Stakeholder complaints and escalations are handled well through a sympathetic yet formal process Conflicting stakeholder requirements are mediated appropriately Ensures that defined service levels are met thru management of metrics for services

29. The scope of Change Enablement include anything that may impact what? *

Profitability and cost Products and services Projects and programs People and organizations

30. Which of the following is the BEST definition of an Incident? *

It is a coordinated interruption to a service or reduction in the quality of a service It is an unplanned interruption to a service It is an unplanned interruption to a service or reduction in the quality of a service It is a coordinated reduction in the quality of a service

31. The purpose of (?) is to plan and manage the full lifecycle of IT assets to help the organization manage value & risk, control cost, support decision making and meet regulatory & contractual requirements? *

Infrastructure & Platform Management Configuration Management IT Asset Management Release Management

32. What is an Informational Event? *

An event that do not require action even though a negative impact is experienced by the business An event that do not require action when they occur but may be analyzed to uncover desirable steps that will benefit the service An event that allow actions to be taken before a negative impact is experienced by the business An event that require action even though its business impact has not yet been experienced

33. What is one way problems relate to incidents? *

Problems are controlled by incidents Problems are the causes of incidents Incidents offer solutions for problems Incidents are the causes of problems

34. A (?) specifies the exact combination of components to be made available, and the timing of the release. *

Release Schedule Release Post Implementation Review Release Plan Release Contract

35. Which contains the details of a configuration item and reflects the life cycle of a single CI? *

Configuration Item Configuration Record Configuration Management System Configuration Management Database

36. The purpose of (?) is to capture demand for incident resolution and service requests and acts as entry point and single point of contact for the service provider with all users. *

Service Level Management Service Desk Service Request Management Incident Management

37. What should service level management do to ensure that the current set of services continues to meet the needs of the organization and its customers? *

Service Enablement Service Reviews Service Reporting Service Delivery

38. Which statement about Service Request is INCORRECT? *

Service Requests are not normal part of service delivery Service Requests comes from users that initiate a service action Service Requests are pre-determined and pre-agreed Service Request must be formalized with clear standard procedure

39. The purpose of (?) is to move new or changed hardware, software, documentation, process or any other component to live environments, including testing and staging environments. *

Deployment Management Release Management Service Configuration Management Service Design

40. Which relates BEST to the fifth step in the continual improvement model? *

It may be most effective to carry out improvement work iteratively Implement the improvement plan Validate success given that the path to improvement is filled with obstacles Market the successes and reinforce new methods so progress will not be lost

ITIL 4 Mock Exam