Question 1

What are the ITIL guiding principles used for?

Options :

A : To help an organization make good decisions

B : To direct and control an organization

C : To identify activities that an organization must perform in order to deliver a valuable service

D : To ensure that an organization-s performance continually meets stakeholders' expectations

Answer: A

Question 2

How should the workflow for a new service request be designed?

Options :

A : Use a single workflow for all types of service request

B : Leverage existing workflows whenever possible

C : Use different workflows for each type of service request

D : Avoid workflows for simple service requests

Answer: B

Question 3

Which is a key element of the 'think and work holistically' guiding principle?

Options :

A : Assessing which procedures can be re-used when improving a service

B : Understanding the methods applicable to complex systems

C : Eliminating metrics which do not contribute to achieving an objective

D : Using technology for standard tasks to give people time for complex activities

Answer: B

Question 4

What should be done to determine the appropriate metrics for measuring a new service?

Options :

A : Measuring the performance over the first six months, and basing a solution on the results

B : Asking customers to provide numerical targets that meet their needs

C : Using operational data to provide detailed service reports

D : Asking customers open questions to establish their requirements

Answer: C

Question 5

What is defined as the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels?

Options :

A : Relationship management

B : Service request management

C : Service level management

D : Service desk

Answer: A

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