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Updated: Jul 22, 2026
Q & A: 325 Questions and Answers
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| Section | Weight | Objectives |
|---|---|---|
| General Management Practices | 15% | - Continual improvement - Information security management - Relationship management - Service level management - Supplier management |
| ITIL Service Value System (SVS) | 15% | - Overview and purpose of SVS - Governance |
| Service Management Practices | 15% | - Change enablement - Service request management - Service desk - Incident management - Problem management |
| ITIL Guiding Principles | 15% | - Keep it simple and practical - Optimize and automate - Start where you are - Progress iteratively with feedback - Collaborate and promote visibility - Focus on value - Think and work holistically |
| Four Dimensions of Service Management | 15% | - Information and technology - Organizations and people - Partners and suppliers - Value streams and processes |
| Service Value Chain | 15% | - Obtain/build - Plan - Design and transition - Engage - Deliver and support - Improve |
| Key Concepts of Service Management | 10% | - Service relationships: provider, consumer, sponsor, user - Value, services, utility, warranty, outcomes, costs, risks |
1. What term describes assurance that a product or service will meet its agreed requirements?
A) Underpinning contract
B) Service level agreement
C) Warranty
D) Utility
2. Which one of the following would NOT be defined as part of every process?
A) Inputs and outputs
B) Functions
C) Roles
D) Metrics
3. Which process is responsible for managing relationships with vendors?
A) Supplier management
B) Change management
C) Continual service improvement
D) Service portfolio management
4. Which process has the purpose to ensure that, by managing the risks which could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?
A) Financial management for IT services
B) IT service continuity management
C) Change management
D) Service catalogue management
5. Which of the following are benefits to the business of implementing service transition?
1 . Better reuse and sharing of assets across projects and resources
2 . Reduced cost to design new services
3 . Result in higher volume of successful changes
A) None of the above
B) 1 and 2 only
C) 2 and 3 only
D) 1 and 3 only
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: D |
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