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Updated: Sep 06, 2026
Q & A: 376 Questions and Answers
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| Section | Objectives |
|---|---|
| Topic 1: Understand the purpose and components of the ITIL service value system | - Continual Improvement - Service Value Chain - Governance - Guiding Principles - Practices |
| Topic 2: Know the purpose and key terms of 15 ITIL practices | - Continual Improvement - Service Configuration Management - Incident Management - Change Control - Relationship Management - Service Desk - Information Security Management - Service Request Management - IT Asset Management - Problem Management - Monitoring and Event Management - Release Management - Service Level Management - Deployment Management - Supplier Management |
| Topic 3: Understand the key concepts of service management | - Recall the definition of service, utility, warranty, customer, user, service management, sponsor - Describe the key concepts of creating value with services |
| Topic 4: Understand the four dimensions of service management | - Value Streams and Processes - Partners and Suppliers - Information and Technology - Organizations and People |
| Topic 5: Understand the activities of the service value chain | - Deliver & Support - Plan - Design & Transition - Improve - Obtain/Build - Engage |
| Topic 6: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Optimize and automate - Start where you are - Progress iteratively with feedback - Keep it simple and practical - Think and work holistically - Focus on value - Collaborate and promote visibility |
Question 1
Which practice is MOST likely to benefit from the use of chatbots?
A. Service level management
B. Service desk
C. Change enablement
D. Continual improvement
Question 2
What is the value of a service?
A. A tangible or intangible deliverable of the service
B. A result for a stakeholder enabled by the outputs of the service
C. The benefits, usefulness, or importance of the service, as perceived by the stakeholders
D. The amount of money that is created or saved for the service consumers by using the service
Question 3
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
A. Service request management
B. Problem management
C. Incident management
D. Service level management
Question 4
Which of the following can be used to access service desks?
A. Email
B. Phone calls
C. Text and social media messaging
D. All of the above
Question 5
Which statement about a service value stream is CORRECT?
A. It uses prescriptive inputs and outputs
B. It is used to provide governance
C. It integrates practices for a specific scenario
D. It is a value chain activity
Solutions:
| Question 1 Answer: B | Question 2 Answer: C | Question 3 Answer: A | Question 4 Answer: D | Question 5 Answer: C |
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