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ITIL-4-Foundation-IT-Service-Management-Practice-Tests-Exams-Questions-Answers

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⛳️ PASS: ITIL 4 Foundation (IT Service Management) by learning based on our Questions & Answers (Q&A) Practice Tests Exams.

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# ⬆️ ITIL 4 Foundation (IT Service Management) Practice Tests Exams Questions & Answers

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## 👩‍💻 & 👨‍💻 Interactive Course(s)

It's great to learn these questions as your exam preparation, and, yes, you should pass just based on that. However, we highly recommend more interactive learning if you want to become an expert. Currently, we're recommending those courses:

- 📖 [Educative: text-based, video-free course, including set up out-of-the-box for you Cloud Labs to practice hands-on without the need to set up an environment (and payments). The link includes the highest available discount Educative offers](https://www.educative.io/courses/automate-workflows-with-aws-step-functions?aff=VALz).

Yes, we have a little commission from that link. Therefore, by using that link, you're supporting us.

## ✨ This course is unlike any ITIL 4 Foundation (IT Service Management) course you will find online.

✋ Join a live online community and a course taught by industry experts and pass the ITIL 4 Foundation (IT Service Management) confidently. We aim to build an ecosystem of Information Technology (IT) certifications and online courses in cooperation with the technology industry. We believe it will give our students 100% confidence in the pacing market in an open-source environment. We are just at the beginning of our way, so it's even better for you to join now!

[![Join our Discord](https://raw.githubusercontent.com/Ditectrev/ITIL-4-Foundation-IT-Service-Management-Practice-Tests-Exams-Questions-Answers/main/images/discord.png 'Join our Discord')](https://discord.gg/RFjtXKfJy3)

## ⌛️ Short and to the point; why should you take the course:

1. Always happy to answer your questions on Udemy's Q&A's and outside :)
2. Failed? Please submit a screenshot of your exam result and request a refund (via our upcoming platform, not possible on Udemy); we'll always accept it.
3. Learn about topics, such as:
   - Authorization;
   - Change Control;
   - Change Enablement;
   - Continual Improvement;
   - Deployment Management;
   - Emergency Changes;
   - Event Management;
   - Incident Analysis;
   - Incident Management;
   - Incident Resolution;
   - Information Security Management;
   - IT Asset Management;
   - Monitoring;
   - Prioritization;
   - Problem Management;
   - Relationship Management;
   - Release Management;
   - Service Configuration Management;
   - Service Desk;
   - Service Level Management (SLM);
   - Service Request Management;
   - Supplier Management;
   - **Much More!**
4. Questions are similar to the actual exam, without duplications (like in other courses ;-)).
5. The Practice Tests Exams simulate the actual exam's content, timing, and percentage required to pass the exam.
6. This course is **not** an ITIL 4 Foundation (IT Service Management) Exam Dump. Some people use brain dumps or exam dumps, but that's absurd, which we don't practice.
7. 487 **unique** questions.

## ☝️ Course Updates

**[v1.0.0](../../releases/tag/v1.0.0): April 28, 2023.**

- Launch of the course.

**[v2.0.0](../../releases/tag/v2.0.0): September 30, 2024.**

- Add 218 new questions.

**[v2.0.0](../../releases/tag/v2.0.0): October 1, 2024.**

- AI-generated explanations (only paid [Udemy](https://www.udemy.com/course/itil-4-foundation-it-service-management-practice-test-exam/?referralCode=2CB861160D2B15A2A74E)).

**[v2.0.1](../../releases/tag/v2.0.1): January 28, 2025.**

- Fix 1 question with wrong answer.

## 🙋‍♀️ & 🙋‍♂️ Contribution

We are so thankful for every contribution, which makes sure we can deliver top-notch content. Whenever you find a missing resource, broken link in a [Table of Contents](https://github.com/Ditectrev/ITIL-4-Foundation-IT-Service-Management-Practice-Tests-Exams-Questions-Answers#table-of-contents), the wrong answer, please submit an [issue](https://github.com/Ditectrev/ITIL-4-Foundation-IT-Service-Management-Practice-Tests-Exams-Questions-Answers/issues). Even better would be a [Pull Request (PR)](https://github.com/Ditectrev/ITIL-4-Foundation-IT-Service-Management-Practice-Tests-Exams-Questions-Answers/pulls).

## Who this course is for:

- 👨‍🎓 Students preparing for the ITIL 4 Foundation (IT Service Management) Exam;
- 👨‍🎓 Amazon Web Services Engineers (AWS Engineers);
- 👨‍🎓 Azure Engineers;
- 👨‍🎓 Cloud Architects;
- 👨‍🎓 Cloud Engineers;
- 👨‍🎓 Delivery Professionals;
- 👨‍🎓 DevOps Engineers;
- 👨‍🎓 Enterprise Architects;
- 👨‍🎓 Google Cloud Platform Engineers (GCP Engineers);
- 👨‍🎓 Incident Detection Engineers;
- 👨‍🎓 Infrastructure Engineers;
- 👨‍🎓 IT Leads;
- 👨‍🎓 IT Professionals;
- 👨‍🎓 Lead Engineers;
- 👨‍🎓 Maintenance Staff;
- 👨‍🎓 Middle Management;
- 👨‍🎓 Product Architects;
- 👨‍🎓 Product Managers;
- 👨‍🎓 Product Owners;
- 👨‍🎓 Project Managers;
- 👨‍🎓 Scrum Masters;
- 👨‍🎓 Security Engineers;
- 👨‍🎓 Service Desk;
- 👨‍🎓 ServiceNow Police;
- 👨‍🎓 Site Reliability Engineers;
- 👨‍🎓 Software Developers/Engineers;
- 👨‍🎓 Software Testers;
- 👨‍🎓 Solution Architects;
- 👨‍🎓 Support Service;
- 👨‍🎓 Team Leaders.

## Requirements

- 🤩 Excitement to learn!
- 0️⃣ Prior knowledge is required;
- ✅ You can pass the ITIL 4 Foundation (IT Service Management) Exam solely based on our Practice Tests Exams.

## Table of Contents

| No. | Questions |
| --- | --------- |
| 1   | [A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.](#a-service-is-a-means-of-enabling-value-co-creation-by-facilitating-outcomes-that-customers-want-to-achieve-without-the-customer-having-to-manage-specific--and-risks)
| 2   | [Which statement about Service Desks is CORRECT?](#which-statement-about-service-desks-is-correct)
| 3   | [In terms of Incident Management, which value chain activity uses incident records as an input to improvement activities based on the incident frequency and severity?](#in-terms-of-incident-management-which-value-chain-activity-uses-incident-records-as-an-input-to-improvement-activities-based-on-the-incident-frequency-and-severity)
| 4   | [Which describes a set of defined steps for implementing improvements?](#which-describes-a-set-of-defined-steps-for-implementing-improvements)
| 5   | [Which practice provides a single point of contact for users?](#which-practice-provides-a-single-point-of-contact-for-users)
| 6   | [Which activity captures the demand for Incident Resolution and service requests?](#which-activity-captures-the-demand-for-incident-resolution-and-service-requests)
| 7   | [What are the types of asset management?](#what-are-the-types-of-asset-management)
| 8   | [What is typically needed to assign complex incidents to support groups?](#what-is-typically-needed-to-assign-complex-incidents-to-support-groups)
| 9   | [What type of change is MOST likely to be managed by the Service Request Management practice?](#what-type-of-change-is-most-likely-to-be-managed-by-the-service-request-management-practice)
| 10  | [Which activity is part of the Continual Improvement practice?](#which-activity-is-part-of-the-continual-improvement-practice)
| 11  | [Which statement about Emergency Changes is CORRECT?](#which-statement-about-emergency-changes-is-correct)
| 12  | [Which is a key consideration for the Guiding Principle Keep It Simple and Practical?](#which-is-a-key-consideration-for-the-guiding-principle-keep-it-simple-and-practical)
| 13  | [What should all Continual Improvement decisions be based on?](#what-should-all-continual-improvement-decisions-be-based-on)
| 14  | [Which is the purpose of the Monitoring and Event Management practice?](#which-is-the-purpose-of-the-monitoring-and-event-management-practice)
| 15  | [Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?](#which-is-the-correct-approach-for-managing-a-large-improvement-initiative-as-smaller-iterations)
| 16  | [How should automation be implemented?](#how-should-automation-be-implemented)
| 17  | [What are 'engage', 'plan' and 'improve' examples of?](#what-are-engage-plan-and-improve-examples-of)
| 18  | [What is the starting point for optimization?](#what-is-the-starting-point-for-optimization)
| 19  | [Arrange the following steps of software lifecycle in correct order. *1. Retire *2. Test *3. Operate *4. Deploy *5. Ideation *6. Develop *7. Design.](#arrange-the-following-steps-of-software-lifecycle-in-correct-order-1-retire-2-test-3-operate-4-deploy-5-ideation-6-develop-7-design)
| 20  | [When should the effectiveness of a problem workaround be assessed?](#when-should-the-effectiveness-of-a-problem-workaround-be-assessed)
| 21  | [Which practice has a purpose that includes ensuring that risks have been properly assessed?](#which-practice-has-a-purpose-that-includes-ensuring-that-risks-have-been-properly-assessed)
| 22  | [What is an output?](#what-is-an-output)
| 23  | [The use of [?] should support, not replace what is observed, when using the 'Start Where You Are' Guiding Principle.](#the-use-of--should-support-not-replace-what-is-observed-when-using-the-start-where-you-are-guiding-principle)
| 24  | [Which ITIL practice has a purpose that includes reducing the likelihood of incidents?](#which-itil-practice-has-a-purpose-that-includes-reducing-the-likelihood-of-incidents)
| 25  | [What should be done for every problem?](#what-should-be-done-for-every-problem)
| 26  | [In which step of the Continual Improvement model is an improvement plan implemented?](#in-which-step-of-the-continual-improvement-model-is-an-improvement-plan-implemented)
| 27  | [Which is NOT a key focus of the 'Information and Technology' dimension?](#which-is-not-a-key-focus-of-the-information-and-technology-dimension)
| 28  | [How does Service Request Management contribute to the Obtain/Build value chain activity?](#how-does-service-request-management-contribute-to-the-obtainbuild-value-chain-activity)
| 29  | [Which describes outcomes?](#which-describes-outcomes)
| 30  | [Which of the following is an example of incident?](#which-of-the-following-is-an-example-of-incident)
| 31  | [What is 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?](#what-is-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)
| 32  | [What is the purpose of the Information Security Management practice?](#what-is-the-purpose-of-the-information-security-management-practice)
| 33  | [What should be used to set user expectations for request fulfilment times?](#what-should-be-used-to-set-user-expectations-for-request-fulfilment-times)
| 34  | [Which competencies are required by the Service Level Management practice?](#which-competencies-are-required-by-the-service-level-management-practice)
| 35  | [Which is the BEST example of a standard change?](#which-is-the-best-example-of-a-standard-change)
| 36  | [Which of the following can be used to access Service Desks?](#which-of-the-following-can-be-used-to-access-service-desks)
| 37  | [Which of these should be logged and managed as a problem?](#which-of-these-should-be-logged-and-managed-as-a-problem)
| 38  | [What should be done to determine the appropriate metrics for measuring a new service?](#what-should-be-done-to-determine-the-appropriate-metrics-for-measuring-a-new-service)
| 39  | [Which Guiding Principle recommends using the minimum number of steps necessary to achieve an objective?](#which-guiding-principle-recommends-using-the-minimum-number-of-steps-necessary-to-achieve-an-objective)
| 40  | [Which dimension includes activities and workflows?](#which-dimension-includes-activities-and-workflows)
| 41  | [Which describes a CORRECT approach to change Authorization?](#which-describes-a-correct-approach-to-change-authorization)
| 42  | [How should an organization adopt Continual Improvement methods?](#how-should-an-organization-adopt-continual-improvement-methods)
| 43  | [A known error is a problem that has been [?] and has not been resolved.](#a-known-error-is-a-problem-that-has-been--and-has-not-been-resolved)
| 44  | [Which dimension includes a workflow management system?](#which-dimension-includes-a-workflow-management-system)
| 45  | [Which is a purpose of the Service Desk practice?](#which-is-a-purpose-of-the-service-desk-practice)
| 46  | [Which practice identifies metrics that reflect a customer experience of a service?](#which-practice-identifies-metrics-that-reflect-a-customer-experience-of-a-service)
| 47  | [Which statement about a service value stream is CORRECT?](#which-statement-about-a-service-value-stream-is-correct)
| 48  | [Which Guiding Principle recommends coordinating all dimensions of Service Management?](#which-guiding-principle-recommends-coordinating-all-dimensions-of-service-management)
| 49  | [Which statement about the steps to fulfill a service request is CORRECT?](#which-statement-about-the-steps-to-fulfill-a-service-request-is-correct)
| 50  | [Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?](#which-practice-has-a-purpose-that-includes-aligning-the-organizations-practices-and-services-with-changing-business-needs)
| 51  | [How does Service Request Management contribute to the Design and Transition value chain activity?](#how-does-service-request-management-contribute-to-the-design-and-transition-value-chain-activity)
| 52  | [How should the workflow for a new service request be designed?](#how-should-the-workflow-for-a-new-service-request-be-designed)
| 53  | [Which statement about costs is CORRECT?](#which-statement-about-costs-is-correct)
| 54  | [Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?](#which-practice-uses-techniques-such-as-swot-analysis-balanced-scorecard-reviews-and-maturity-assessments)
| 55  | [Which statement about outputs is CORRECT?](#which-statement-about-outputs-is-correct)
| 56  | [A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?](#a-major-incident-has-been-closed-but-there-is-a-risk-that-it-might-happen-again-how-should-this-be-logged-and-managed)
| 57  | [What is described by the Service Value System?](#what-is-described-by-the-service-value-system)
| 58  | [What are the ITIL Guiding Principles used for?](#what-are-the-itil-guiding-principles-used-for)
| 59  | [Which stakeholders co-create value in a service relationship?](#which-stakeholders-co-create-value-in-a-service-relationship)
| 60  | [Which will NOT be handled as a service request?](#which-will-not-be-handled-as-a-service-request)
| 61  | [Which practice needs people who understand complex systems and have creative and analytical skills?](#which-practice-needs-people-who-understand-complex-systems-and-have-creative-and-analytical-skills)
| 62  | [Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?](#which-itil-practice-recommends-performing-service-reviews-to-ensure-that-services-continue-to-meet-the-needs-of-the-organization)
| 63  | [Which usually requires a team of representatives from many stakeholder groups?](#which-usually-requires-a-team-of-representatives-from-many-stakeholder-groups)
| 64  | [What are typically recognized through notifications created by an IT service, CI or Monitoring tool?](#what-are-typically-recognized-through-notifications-created-by-an-it-service-ci-or-monitoring-tool)
| 65  | [Which Guiding Principle is PRIMARILY concerned with end-to-end service delivery?](#which-guiding-principle-is-primarily-concerned-with-end-to-end-service-delivery)
| 66  | [Which of these activities is carried out as part of Problem Management?](#which-of-these-activities-is-carried-out-as-part-of-problem-management)
| 67  | [Which statement about the Change Control practice is CORRECT?](#which-statement-about-the-change-control-practice-is-correct)
| 68  | [Which Guiding Principle considers the importance of customer loyalty?](#which-guiding-principle-considers-the-importance-of-customer-loyalty)
| 69  | [What actions does a Service Desk take for all issues, queries and requests that are reported to them?](#what-actions-does-a-service-desk-take-for-all-issues-queries-and-requests-that-are-reported-to-them)
| 70  | [Which is an external input to the Service Value Chain?](#which-is-an-external-input-to-the-service-value-chain)
| 71  | [What should be considered as part of the 'Partners and Suppliers' dimension?](#what-should-be-considered-as-part-of-the-partners-and-suppliers-dimension)
| 72  | [Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?](#which-itil-practice-has-the-purpose-to-establish-and-nurture-the-links-between-the-organization-and-its-stakeholders-at-strategic-and-tactical-levels)
| 73  | [A service offering may include goods, access to resources, and service actions. Which is an example of a service action?](#a-service-offering-may-include-goods-access-to-resources-and-service-actions-which-is-an-example-of-a-service-action)
| 74  | [Which practice has a purpose to support the quality of the service by handling all agreed user-initiated service requests?](#which-practice-has-a-purpose-to-support-the-quality-of-the-service-by-handling-all-agreed-user-initiated-service-requests)
| 75  | [What is the definition of a problem?](#what-is-the-definition-of-a-problem)
| 76  | [What aspect of Service Level Management asks service consumers what their work involves and how technology helps them?](#what-aspect-of-service-level-management-asks-service-consumers-what-their-work-involves-and-how-technology-helps-them)
| 77  | [How should the seven Guiding Principles be combined when an organization is making a decision?](#how-should-the-seven-guiding-principles-be-combined-when-an-organization-is-making-a-decision)
| 78  | [Which directly assists with the diagnosis and resolution of simple incidents?](#which-directly-assists-with-the-diagnosis-and-resolution-of-simple-incidents)
| 79  | [Which activity contributes to the 'where are we now?' step of the Continual Improvement model?](#which-activity-contributes-to-the-where-are-we-now-step-of-the-continual-improvement-model)
| 80  | [Which practice provides a communications point for users to report operational issues, queries and requests?](#which-practice-provides-a-communications-point-for-users-to-report-operational-issues-queries-and-requests)
| 81  | [Which is an example of a business related measurement?](#which-is-an-example-of-a-business-related-measurement)
| 82  | [What can help to reduce resistance to a planned improvement when applying the Guiding Principle Collaborate and Promote Visibility?](#what-can-help-to-reduce-resistance-to-a-planned-improvement-when-applying-the-guiding-principle-collaborate-and-promote-visibility)
| 83  | [What is the purpose of the Incident Management practice?](#what-is-the-purpose-of-the-incident-management-practice)
| 84  | [What varies in size and complexity, and uses functions to achieve its objectives?](#what-varies-in-size-and-complexity-and-uses-functions-to-achieve-its-objectives)
| 85  | [Which BEST describes the purpose of the 'improve' value chain activity?](#which-best-describes-the-purpose-of-the-improve-value-chain-activity)
| 86  | [What takes responsibility for the outcomes of service consumption?](#what-takes-responsibility-for-the-outcomes-of-service-consumption)
| 87  | [Which practice forms a link between the service provider and the users of services?](#which-practice-forms-a-link-between-the-service-provider-and-the-users-of-services)
| 88  | [Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?](#which-practice-ensures-that-any-addition-modification-or-removal-of-anything-that-could-have-an-effect-on-services-is-assessed-and-authorized)
| 89  | [Which is a purpose of Release Management?](#which-is-a-purpose-of-release-management)
| 90  | [What is recommended by the Guiding Principle Progress Iteratively with Feedback?](#what-is-recommended-by-the-guiding-principle-progress-iteratively-with-feedback)
| 91  | [Which includes governance, management practices, and Continual Improvement?](#which-includes-governance-management-practices-and-continual-improvement)
| 92  | [What term is used to describe whether a service will meet availability, capacity and security requirements?](#what-term-is-used-to-describe-whether-a-service-will-meet-availability-capacity-and-security-requirements)
| 93  | [Which Guiding Principle considers customer and user experience?](#which-guiding-principle-considers-customer-and-user-experience)
| 94  | [Which is a result of applying the Guiding Principle Progress Iteratively with Feedback?](#which-is-a-result-of-applying-the-guiding-principle-progress-iteratively-with-feedback)
| 95  | [What describes how components and activities work together to facilitate value creation?](#what-describes-how-components-and-activities-work-together-to-facilitate-value-creation)
| 96  | [Which statement about Continual Improvement is CORRECT?](#which-statement-about-continual-improvement-is-correct)
| 97  | [What are Guiding Principles?](#what-are-guiding-principles)
| 98  | [Which dimension is MOST concerned with skills, competencies, roles and responsibilities?](#which-dimension-is-most-concerned-with-skills-competencies-roles-and-responsibilities)
| 99  | [Which statement about the Change Enablement practice is CORRECT?](#which-statement-about-the-change-enablement-practice-is-correct)
| 100 | [What can be used to determine if a service is Fit for Purpose?](#what-can-be-used-to-determine-if-a-service-is-fit-for-purpose)
| 101 | [Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?](#which-practice-has-a-purpose-that-includes-managing-risks-to-confidentiality-integrity-and-availability)
| 102 | [Which is a key activity carried out in the 'did we get there?' step of the Continual Improvement model?](#which-is-a-key-activity-carried-out-in-the-did-we-get-there-step-of-the-continual-improvement-model)
| 103 | [What can a service remove from the consumer and impose on the consumer?](#what-can-a-service-remove-from-the-consumer-and-impose-on-the-consumer)
| 104 | [What does Change Enablement PRIMARILY focus on?](#what-does-change-enablement-primarily-focus-on)
| 105 | [You are attempting to print a document from your workstation to the network printer in your office. The print job failed when you attempted to print, so you called the Service Desk for assistance. What term best describes your issue?](#you-are-attempting-to-print-a-document-from-your-workstation-to-the-network-printer-in-your-office-the-print-job-failed-when-you-attempted-to-print-so-you-called-the-service-desk-for-assistance-what-term-best-describes-your-issue)
| 106 | [A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].](#a-change-is-defined-as-the-addition-modification-or-removal-of-anything-that-could-have-a-direct-or-indirect-effect-on-)
| 107 | [Which is handled as a service request?](#which-is-handled-as-a-service-request)
| 108 | [Which is a key requirement for a successful Service Level Agreement (SLA)?](#which-is-a-key-requirement-for-a-successful-service-level-agreement-sla)
| 109 | [Which is considered by the 'Partners and Suppliers' dimension?](#which-is-considered-by-the-partners-and-suppliers-dimension)
| 110 | [What impact does automation have on a Service Desk?](#what-impact-does-automation-have-on-a-service-desk)
| 111 | [An organization asks a stakeholder to review a planned change. Which Guiding Principle does this demonstrate?](#an-organization-asks-a-stakeholder-to-review-a-planned-change-which-guiding-principle-does-this-demonstrate)
| 112 | [Which practice recommends using tools for collaboration and the automated matching of symptoms?](#which-practice-recommends-using-tools-for-collaboration-and-the-automated-matching-of-symptoms)
| 113 | [In service relationships, what is a benefit of identifying consumer roles?](#in-service-relationships-what-is-a-benefit-of-identifying-consumer-roles)
| 114 | [Which practice would help a user gain access to an application that they need to use?](#which-practice-would-help-a-user-gain-access-to-an-application-that-they-need-to-use)
| 115 | [What is used to link activities within the Service Value Chain?](#what-is-used-to-link-activities-within-the-service-value-chain)
| 116 | [How are target resolution times used in the Incident Management practice?](#how-are-target-resolution-times-used-in-the-incident-management-practice)
| 117 | [Which two practices use workarounds?](#which-two-practices-use-workarounds)
| 118 | [Which statement about the Service Value Chain is CORRECT?](#which-statement-about-the-service-value-chain-is-correct)
| 119 | [The Service Desk should be the entry point and single point of contact for the [?] with all of its users.](#the-service-desk-should-be-the-entry-point-and-single-point-of-contact-for-the--with-all-of-its-users)
| 120 | [Which statement about managing incidents is CORRECT?](#which-statement-about-managing-incidents-is-correct)
| 121 | [Which practice has a strong influence on the user experience and perception of the service provider?](#which-practice-has-a-strong-influence-on-the-user-experience-and-perception-of-the-service-provider)
| 122 | [Which will help solve incidents more quickly?](#which-will-help-solve-incidents-more-quickly)
| 123 | [What is the purpose of the Relationship Management practice?](#what-is-the-purpose-of-the-relationship-management-practice)
| 124 | [Which describes the utility of a service?](#which-describes-the-utility-of-a-service)
| 125 | [Why should some service requests be fulfilled with no additional approvals?](#why-should-some-service-requests-be-fulfilled-with-no-additional-approvals)
| 126 | [Which approach is CORRECT when applying the Guiding Principle Keep It Simple and Practical?](#which-approach-is-correct-when-applying-the-guiding-principle-keep-it-simple-and-practical)
| 127 | [Which dimension considers data security and privacy?](#which-dimension-considers-data-security-and-privacy)
| 128 | [Which practice involves the management of vulnerabilities that were not identified before the service went live?](#which-practice-involves-the-management-of-vulnerabilities-that-were-not-identified-before-the-service-went-live)
| 129 | [Which is a recommendation of the Guiding Principle Think and Work Holistically?](#which-is-a-recommendation-of-the-guiding-principle-think-and-work-holistically)
| 130 | [Which value chain activity ensures that products meet stakeholder expectations for quality?](#which-value-chain-activity-ensures-that-products-meet-stakeholder-expectations-for-quality)
| 131 | [What is the purpose of the Problem Management practice?](#what-is-the-purpose-of-the-problem-management-practice)
| 132 | [When is the earliest that a workaround can be documented in Problem Management?](#when-is-the-earliest-that-a-workaround-can-be-documented-in-problem-management)
| 133 | [Which value chain activity ensures that service components meet agreed specifications?](#which-value-chain-activity-ensures-that-service-components-meet-agreed-specifications)
| 134 | [What includes governance as a component?](#what-includes-governance-as-a-component)
| 135 | [What is a set of specialized organizational capabilities for enabling value for customers in the form of services?](#what-is-a-set-of-specialized-organizational-capabilities-for-enabling-value-for-customers-in-the-form-of-services)
| 136 | [Which practice makes new services available for use?](#which-practice-makes-new-services-available-for-use)
| 137 | [Which is an activity of the Problem Management practice?](#which-is-an-activity-of-the-problem-management-practice)
| 138 | [Which gives a user access to a system?](#which-gives-a-user-access-to-a-system)
| 139 | [Which is included in the purpose of the Service Level Management practice?](#which-is-included-in-the-purpose-of-the-service-level-management-practice)
| 140 | [Which term relates to service levels aligned with the needs of service consumers?](#which-term-relates-to-service-levels-aligned-with-the-needs-of-service-consumers)
| 141 | [What is the definition of a known error?](#what-is-the-definition-of-a-known-error)
| 142 | [Which statement about the use of measurement in the 'Start Where You Are' Guiding Principle is CORRECT?](#which-statement-about-the-use-of-measurement-in-the-start-where-you-are-guiding-principle-is-correct)
| 143 | [Which is the BEST description of the value of a service to a customer?](#which-is-the-best-description-of-the-value-of-a-service-to-a-customer)
| 144 | [Which practice involves the management of vulnerabilities that have been analysed but not resolved?](#which-practice-involves-the-management-of-vulnerabilities-that-have-been-analysed-but-not-resolved)
| 145 | [Which is an activity of the Incident Management practice?](#which-is-an-activity-of-the-incident-management-practice)
| 146 | [Which is NOT a component of the Service Value System?](#which-is-not-a-component-of-the-service-value-system)
| 147 | [What is defined as a cause, or potential cause, of one or more incidents?](#what-is-defined-as-a-cause-or-potential-cause-of-one-or-more-incidents)
| 148 | [Which practice is MOST likely to benefit from the use of chatbots?](#which-practice-is-most-likely-to-benefit-from-the-use-of-chatbots)
| 149 | [The purpose of the Service Configuration Management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.](#the-purpose-of-the-service-configuration-management-practice-is-to-ensure-that-accurate-and-reliable-information-about-the-configuration-of-services-and-the--that-support-them-is-available-when-and-where-it-is-needed)
| 150 | [Which statement about outcomes is CORRECT?](#which-statement-about-outcomes-is-correct)
| 151 | [Which statement about outcomes is CORRECT?](#which-statement-about-outcomes-is-correct-1)
| 152 | [Which is a purpose of the 'engage' value chain activity?](#which-is-a-purpose-of-the-engage-value-chain-activity)
| 153 | [Which statement about service requests is CORRECT?](#which-statement-about-service-requests-is-correct)
| 154 | [Which practice is responsible for moving new or changed components to live or other environments?](#which-practice-is-responsible-for-moving-new-or-changed-components-to-live-or-other-environments)
| 155 | [Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?](#which-dimension-focuses-on-relationships-with-other-organizations-that-are-involved-in-the-design-development-deployment-and-delivery-of-services)
| 156 | [What must always be done before an activity is automated?](#what-must-always-be-done-before-an-activity-is-automated)
| 157 | [Which two statements about an organization's culture are CORRECT? 1. It is created from shared values based on how it carries out its work 2. It is determined by the type of technology used to support services 3. It should be based on the culture of prospective suppliers 4. It should be based on the objectives of the organization](#which-two-statements-about-an-organizations-culture-are-correct-1-it-is-created-from-shared-values-based-on-how-it-carries-out-its-work-2-it-is-determined-by-the-type-of-technology-used-to-support-services-3-it-should-be-based-on-the-culture-of-prospective-suppliers-4-it-should-be-based-on-the-objectives-of-the-organization)
| 158 | [Which statement about the automation of service requests is CORRECT?](#which-statement-about-the-automation-of-service-requests-is-correct)
| 159 | [What is the purpose of the Deployment Management practice?](#what-is-the-purpose-of-the-deployment-management-practice)
| 160 | [What is a change schedule PRIMARILY used for?](#what-is-a-change-schedule-primarily-used-for)
| 161 | [Which can act as an operating model for an organization?](#which-can-act-as-an-operating-model-for-an-organization)
| 162 | [What is an IT asset?](#what-is-an-it-asset)
| 163 | [Which is a key requirement for a successful Service Level Agreement?](#which-is-a-key-requirement-for-a-successful-service-level-agreement)
| 164 | [Which role approves the cost of services?](#which-role-approves-the-cost-of-services)
| 165 | [What is Warranty?](#what-is-warranty)
| 166 | [What are the three phases of Problem Management?](#what-are-the-three-phases-of-problem-management)
| 167 | [Where are the details of the required performance outcomes of a service defined?](#where-are-the-details-of-the-required-performance-outcomes-of-a-service-defined)
| 168 | [Which skill is an essential part of the Service Level Management practice?](#which-skill-is-an-essential-part-of-the-service-level-management-practice)
| 169 | [Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?](#which-practice-requires-that-staff-demonstrate-excellent-customer-service-skills-such-as-empathy-and-emotional-intelligence)
| 170 | [Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?](#which-value-chain-activity-ensures-a-shared-understanding-of-the-current-status-and-required-direction-for-all-products-and-services)
| 171 | [What is defined as any component that needs to be managed in order to deliver an IT service?](#what-is-defined-as-any-component-that-needs-to-be-managed-in-order-to-deliver-an-it-service)
| 172 | [Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?](#which-practice-has-the-purpose-of-ensuring-that-the-organizations-suppliers-and-their-performance-are-managed-appropriately-to-support-the-provision-of-seamless-quality-products-and-services)
| 173 | [Which practice recommends the use of event-based surveys to gather feedback from customers?](#which-practice-recommends-the-use-of-event-based-surveys-to-gather-feedback-from-customers)
| 174 | [How does information about problems and known errors contribute to Incident Management?](#how-does-information-about-problems-and-known-errors-contribute-to-incident-management)
| 175 | [Which describes a standard change?](#which-describes-a-standard-change)
| 176 | [Which service level metrics are BEST for measuring user experience?](#which-service-level-metrics-are-best-for-measuring-user-experience)
| 177 | [Which is a service request?](#which-is-a-service-request)
| 178 | [Which two practices interact the MOST with the Service Desk practice?](#which-two-practices-interact-the-most-with-the-service-desk-practice)
| 179 | [What is defined as an unplanned interruption or reduction in the quality of a service?](#what-is-defined-as-an-unplanned-interruption-or-reduction-in-the-quality-of-a-service)
| 180 | [Which describes normal changes?](#which-describes-normal-changes)
| 181 | [The management of information security incidents usually requires [?].](#the-management-of-information-security-incidents-usually-requires-)
| 182 | [Which statement about change authorities is CORRECT?](#which-statement-about-change-authorities-is-correct)
| 183 | [What defines the requirements for a service and takes responsibility for the outcomes of service consumption?](#what-defines-the-requirements-for-a-service-and-takes-responsibility-for-the-outcomes-of-service-consumption)
| 184 | [Which practice owns and manages issues, queries and requests from users?](#which-practice-owns-and-manages-issues-queries-and-requests-from-users)
| 185 | [What are the MOST important skills required by Service Desk staff?](#what-are-the-most-important-skills-required-by-service-desk-staff)
| 186 | [Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?](#which-practice-improves-customer-and-user-satisfaction-by-reducing-the-negative-impact-of-service-interruptions)
| 187 | [What is the expected outcome from using a Service Value Chain?](#what-is-the-expected-outcome-from-using-a-service-value-chain)
| 188 | [Which practice has a purpose that includes observing a service to report selected changes of state identified as events?](#which-practice-has-a-purpose-that-includes-observing-a-service-to-report-selected-changes-of-state-identified-as-events)
| 189 | [Which Guiding Principle helps to ensure that better information is available for decision making?](#which-guiding-principle-helps-to-ensure-that-better-information-is-available-for-decision-making)
| 190 | [What helps diagnose and resolve a simple incident?](#what-helps-diagnose-and-resolve-a-simple-incident)
| 191 | [A user is [?] that uses services.](#a-user-is--that-uses-services)
| 192 | [When should a change request be submitted to resolve a problem?](#when-should-a-change-request-be-submitted-to-resolve-a-problem)
| 193 | [When planning Continual Improvement, which approach for assessing the current state of a service is CORRECT?](#when-planning-continual-improvement-which-approach-for-assessing-the-current-state-of-a-service-is-correct)
| 194 | [Which is included in the purpose of the Change Enablement practice?](#which-is-included-in-the-purpose-of-the-change-enablement-practice)
| 195 | [How does a service consumer contribute to the reduction of disk?](#how-does-a-service-consumer-contribute-to-the-reduction-of-disk)
| 196 | [The purpose of the Supplier Management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.](#the-purpose-of-the-supplier-management-practice-is-to-ensure-that-the-organizations-suppliers-and-their--are-managed-appropriately-to-support-the-seamless-provision-of-quality-products-and-services)
| 197 | [Which dimension considers how knowledge assets should be protected?](#which-dimension-considers-how-knowledge-assets-should-be-protected)
| 198 | [Which Guiding Principle recommends standardizing and streamlining manual tasks?](#which-guiding-principle-recommends-standardizing-and-streamlining-manual-tasks)
| 199 | [Which Guiding Principle recommends eliminating activities that do not contribute to the creation of value?](#which-guiding-principle-recommends-eliminating-activities-that-do-not-contribute-to-the-creation-of-value)
| 200 | [What is a recommendation of the Focus on Value Guiding Principle?](#what-is-a-recommendation-of-the-focus-on-value-guiding-principle)
| 201 | [Which is part of service provision?](#which-is-part-of-service-provision)
| 202 | [Which practice has a purpose to support the quality of the service by handling all agreed user initiated service requests?](#which-practice-has-a-purpose-to-support-the-quality-of-the-service-by-handling-all-agreed-user-initiated-service-requests)
| 203 | [When should a full risk assessment and Authorization be carried out for a standard change?](#when-should-a-full-risk-assessment-and-authorization-be-carried-out-for-a-standard-change)
| 204 | [Which statement about a Continual Improvement register is CORRECT?](#which-statement-about-a-continual-improvement-register-is-correct)
| 205 | [Which is included in the purpose of the Design and Transition value chain activity?](#which-is-included-in-the-purpose-of-the-design-and-transition-value-chain-activity)
| 206 | [Which is included in the purpose of the Deliver and Support value chain activity?](#which-is-included-in-the-purpose-of-the-deliver-and-support-value-chain-activity)
| 207 | [Which practice coordinates the classification, ownership and communication of service requests and incidents?](#which-practice-coordinates-the-classification-ownership-and-communication-of-service-requests-and-incidents)
| 208 | [Which practice updates information relating to symptoms and business impact?](#which-practice-updates-information-relating-to-symptoms-and-business-impact)
| 209 | [Which ITIL Guiding Principle recommends using existing services, processes and tools when improving services?](#which-itil-guiding-principle-recommends-using-existing-services-processes-and-tools-when-improving-services)
| 210 | [What is an incident?](#what-is-an-incident)
| 211 | [What is defined as a change of state that has significance for the management of an IT service?](#what-is-defined-as-a-change-of-state-that-has-significance-for-the-management-of-an-it-service)
| 212 | [Which dimension includes the knowledge needed for the management of services?](#which-dimension-includes-the-knowledge-needed-for-the-management-of-services)
| 213 | [What is the PRIMARY use of a change schedule?](#what-is-the-primary-use-of-a-change-schedule)
| 214 | [Which Guiding Principle focuses on reducing costs and human errors?](#which-guiding-principle-focuses-on-reducing-costs-and-human-errors)
| 215 | [Which Guiding Principle helps to ensure that each improvement effort has more focus and is easier to maintain?](#which-guiding-principle-helps-to-ensure-that-each-improvement-effort-has-more-focus-and-is-easier-to-maintain)
| 216 | [What is important for a Continual Improvement register (CIR)?](#what-is-important-for-a-continual-improvement-register-cir)
| 217 | [Which is a purpose of the Service Level Management practice?](#which-is-a-purpose-of-the-service-level-management-practice)
| 218 | [What describes the steps needed to create and deliver a specific service to a consumer?](#what-describes-the-steps-needed-to-create-and-deliver-a-specific-service-to-a-consumer)
| 219 | [Which helps to manage an incident when it is unclear which support team should be working on the incident?](#which-helps-to-manage-an-incident-when-it-is-unclear-which-support-team-should-be-working-on-the-incident)
| 220 | [Which statement about the Continual Improvement practice is CORRECT?](#which-statement-about-the-continual-improvement-practice-is-correct)
| 221 | [Which does the ITIL Service Value System discourage?](#which-does-the-itil-service-value-system-discourage)
| 222 | [An SLA is a Service Level Agreement. Which describes the 'watermelon SLA' effect?](#an-sla-is-a-service-level-agreement-which-describes-the-watermelon-sla-effect)
| 223 | [Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?](#which-practice-includes-conducting-regular-reviews-to-ensure-that-services-are-still-appropriate-and-relevant)
| 224 | [What is a service?](#what-is-a-service)
| 225 | [Which TWO are important aspects of the Service Request Management practice? 1. Standardization and automation 2. Providing a variety of channels for access 3. Establishing a shared view of targets 4. Policies for approvals](#which-two-are-important-aspects-of-the-service-request-management-practice-1-standardization-and-automation-2-providing-a-variety-of-channels-for-access-3-establishing-a-shared-view-of-targets-4-policies-for-approvals)
| 226 | [What is required by all Service Desk staff?](#what-is-required-by-all-service-desk-staff)
| 227 | [Which practice establishes a channel between the service provider and its users?](#which-practice-establishes-a-channel-between-the-service-provider-and-its-users)
| 228 | [Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?](#which-practice-includes-the-use-of-approaches-such-as-lean-agile-and-devops-with-the-aim-of-facilitating-a-greater-amount-of-change-at-a-quicker-rate)
| 229 | [Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?](#which-practice-has-a-purpose-that-includes-maximizing-success-by-ensuring-that-risks-have-been-properly-assessed)
| 230 | [Which practice provides users with a way to get various requests arranged, explained and coordinated?](#which-practice-provides-users-with-a-way-to-get-various-requests-arranged-explained-and-coordinated)
| 231 | [Which helps to streamline the fulfilment of service requests?](#which-helps-to-streamline-the-fulfilment-of-service-requests)
| 232 | [Which statement about outcomes is CORRECT?](#which-statement-about-outcomes-is-correct-2)
| 233 | [Which Guiding Principle says that services and processes should NOT provide a solution for every exception?](#which-guiding-principle-says-that-services-and-processes-should-not-provide-a-solution-for-every-exception)
| 234 | [The purpose of the Supplier Management practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.](#the-purpose-of-the-supplier-management-practice-is-to-ensure-that-the-organizations-suppliers-and-their-performances-are--appropriately-to-support-the-seamless-provision-of-quality-products-and-services)
| 235 | [The purpose of the Service Configuration Management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.](#the-purpose-of-the-service-configuration-management-practice-is-to-ensure-that-accurate-and-reliable-information-about-the--and-the-cis-that-support-them-is-available-when-and-where-it-is-needed)
| 236 | [Which practice requires skills and competencies related to business analysis, Supplier Management and Relationship Management?](#which-practice-requires-skills-and-competencies-related-to-business-analysis-supplier-management-and-relationship-management)
| 237 | [When should a workaround be created?](#when-should-a-workaround-be-created)
| 238 | [What is a configuration item?](#what-is-a-configuration-item)
| 239 | [When an organization has decided to improve a service, it should start by considering [?].](#when-an-organization-has-decided-to-improve-a-service-it-should-start-by-considering-)
| 240 | [Which are elements of the Service Value System?](#which-are-elements-of-the-service-value-system)
| 241 | [Which is a use of the change schedule?](#which-is-a-use-of-the-change-schedule)
| 242 | [Which dimension of Service Management considers the workflows and controls needed to deliver services?](#which-dimension-of-service-management-considers-the-workflows-and-controls-needed-to-deliver-services)
| 243 | [Which Guiding Principle considers how the steps of a process can be performed as efficiently as possible?](#which-guiding-principle-considers-how-the-steps-of-a-process-can-be-performed-as-efficiently-as-possible)
| 244 | [Which statement about the Incident Management practice is CORRECT?](#which-statement-about-the-incident-management-practice-is-correct)
| 245 | [How should an organization prioritize incidents?](#how-should-an-organization-prioritize-incidents)
| 246 | [Which is a purpose of the Relationship Management practice?](#which-is-a-purpose-of-the-relationship-management-practice)
| 247 | [Which statement about problems is CORRECT?](#which-statement-about-problems-is-correct)
| 248 | [Which is a risk that might be removed from a service consumer by an IT service?](#which-is-a-risk-that-might-be-removed-from-a-service-consumer-by-an-it-service)
| 249 | [Which is one of the MAIN concerns of the Design and Transition value chain activity?](#which-is-one-of-the-main-concerns-of-the-design-and-transition-value-chain-activity)
| 250 | [Which should be handled by Service Request Management?](#which-should-be-handled-by-service-request-management)
| 251 | [What can be described as an operating model for the creation and management of products and services?](#what-can-be-described-as-an-operating-model-for-the-creation-and-management-of-products-and-services)
| 252 | [Which action is performed by a service provider?](#which-action-is-performed-by-a-service-provider)
| 253 | [Which step of the Continual Improvement model includes baseline assessments?](#which-step-of-the-continual-improvement-model-includes-baseline-assessments)
| 254 | [Which describes a Change Authority?](#which-describes-a-change-authority)
| 255 | [Which is NOT a component of the Service Value System?](#which-is-not-a-component-of-the-service-value-system-1)
| 256 | [Which statement about service Relationship Management is CORRECT?](#which-statement-about-service-relationship-management-is-correct)
| 257 | [What is the MOST important reason for prioritizing incidents?](#what-is-the-most-important-reason-for-prioritizing-incidents)
| 258 | [Which Service Level Management activity helps staff to deliver a more business-focused service?](#which-service-level-management-activity-helps-staff-to-deliver-a-more-business-focused-service)
| 259 | [Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?](#which-practice-has-a-purpose-that-includes-the-handling-of-pre-defined-user-initiated-demands-for-service)
| 260 | [Which Guiding Principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?](#which-guiding-principle-considers-which-parts-of-an-existing-process-should-be-kept-by-identifying-how-they-contribute-to-value-creation)
| 261 | [What is the purpose of the Monitoring and Event Management practice?](#what-is-the-purpose-of-the-monitoring-and-event-management-practice)
| 262 | [Which statement about outcomes is CORRECT?](#which-statement-about-outcomes-is-correct-3)
| 263 | [Which skill is required by the Service Level Management practice?](#which-skill-is-required-by-the-service-level-management-practice)
| 264 | [Which statement about the Continual Improvement model is CORRECT?](#which-statement-about-the-continual-improvement-model-is-correct)
| 265 | [What is the definition of Warranty?](#what-is-the-definition-of-warranty)
| 266 | [Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?](#which-practice-has-a-purpose-that-includes-managing-risks-relating-to-confidentiality-integrity-and-availability)
| 267 | [What is the definition of a service?](#what-is-the-definition-of-a-service)
| 268 | [Utility is the [?] offered by a product or service to meet a particular need.](#utility-is-the--offered-by-a-product-or-service-to-meet-a-particular-need)
| 269 | [[?] is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes.](#-is-the-practice-of-ensuring-that-risks-are-properly-assessed-authorizing-changes-to-proceed-and-managing-a-change-schedule-in-order-to-maximize-the-number-of-successful-it-changes)
| 270 | [An event is any change of state that has significance for the management of a(n) [?] or other configuration items.](#an-event-is-any-change-of-state-that-has-significance-for-the-management-of-an--or-other-configuration-items)
| 271 | [What is the purpose of the Information Security Management practice?](#what-is-the-purpose-of-the-information-security-management-practice-1)
| 272 | [What is the purpose of the Monitoring and Event Management practice?](#what-is-the-purpose-of-the-monitoring-and-event-management-practice-1)
| 273 | [What is the purpose of the Incident Management practice?](#what-is-the-purpose-of-the-incident-management-practice-1)
| 274 | [What is defined as the practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed?](#what-is-defined-as-the-practice-of-ensuring-that-accurate-and-reliable-information-about-the-configuration-of-services-and-the-configuration-items-that-support-them-is-available-when-and-where-needed)
| 275 | [The [?] is the practice of capturing demand for incident resolution and service requests.](#the--is-the-practice-of-capturing-demand-for-incident-resolution-and-service-requests)
| 276 | [Company A has decided to offer two membership levels to their training programs. The first membership level includes all of their video courses, practice exams, and study guides for a single monthly fee. This plan does not provide the students with the actual exam voucher to take the certification exams, though. What term best describes this membership level which provides several services for a single price?](#company-a-has-decided-to-offer-two-membership-levels-to-their-training-programs-the-first-membership-level-includes-all-of-their-video-courses-practice-exams-and-study-guides-for-a-single-monthly-fee-this-plan-does-not-provide-the-students-with-the-actual-exam-voucher-to-take-the-certification-exams-though-what-term-best-describes-this-membership-level-which-provides-several-services-for-a-single-price)
| 277 | [Which describes outputs?](#which-describes-outputs)
| 278 | [What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?](#what-term-best-describes-a-person-or-a-group-of-people-that-has-its-own-functions-with-responsibilities-authorities-and-relationships-to-achieve-its-objectives)
| 279 | [Which describes the nature of the Guiding Principles?](#which-describes-the-nature-of-the-guiding-principles)
| 280 | [Which Guiding Principle is most affected by the Customer Experience (CX)?](#which-guiding-principle-is-most-affected-by-the-customer-experience-cx)
| 281 | [Company A wants to build a new service to automatically fulfill exam voucher orders for students. Currently, exam vouchers are fulfilled manually by a staff member once the order is received from the student by copying and pasting the voucher number from a spreadsheet into an email template and sending out the email to the students. Before attempting to automate this fulfillment process, the team lead takes an inventory of the current services, processes, and procedures that are being used by the voucher fulfillment team to see if they might be able to be reused. What Guiding Principle best describes this scenario?](#company-a-wants-to-build-a-new-service-to-automatically-fulfill-exam-voucher-orders-for-students-currently-exam-vouchers-are-fulfilled-manually-by-a-staff-member-once-the-order-is-received-from-the-student-by-copying-and-pasting-the-voucher-number-from-a-spreadsheet-into-an-email-template-and-sending-out-the-email-to-the-students-before-attempting-to-automate-this-fulfillment-process-the-team-lead-takes-an-inventory-of-the-current-services-processes-and-procedures-that-are-being-used-by-the-voucher-fulfillment-team-to-see-if-they-might-be-able-to-be-reused-what-guiding-principle-best-describes-this-scenario)
| 282 | [Company A has decided to create an online course for the ITIL 4 Foundation exam. The company developed their curriculum and then invited 50 students to participate in live training to determine if the training was effective. During the training, some students didn't understand the concept of the Service Value Chain, so the instructor rewrote that portion of the curriculum. Which Guiding Principle is being demonstrated by this approach to curriculum development?](#company-a-has-decided-to-create-an-online-course-for-the-itil-4-foundation-exam-the-company-developed-their-curriculum-and-then-invited-50-students-to-participate-in-live-training-to-determine-if-the-training-was-effective-during-the-training-some-students-didnt-understand-the-concept-of-the-service-value-chain-so-the-instructor-rewrote-that-portion-of-the-curriculum-which-guiding-principle-is-being-demonstrated-by-this-approach-to-curriculum-development)
| 283 | [You are working to design a new service for internal use across your organization. As part of your design efforts, you form a small team with relevant stakeholders from the human resources, information technology, sales, and other relevant departments to ensure the service adequately meets each department's needs and hope this results in great acceptance of the service when delivered. Which Guiding Principle best describes this scenario?](#you-are-working-to-design-a-new-service-for-internal-use-across-your-organization-as-part-of-your-design-efforts-you-form-a-small-team-with-relevant-stakeholders-from-the-human-resources-information-technology-sales-and-other-relevant-departments-to-ensure-the-service-adequately-meets-each-departments-needs-and-hope-this-results-in-great-acceptance-of-the-service-when-delivered-which-guiding-principle-best-describes-this-scenario)
| 284 | [John is currently working to create a new service that would allow a customer to purchase a digital product online and have it delivered to the user's inbox. John is responsible for the payment portion of this service, but Sally is responsible for the digital product fulfillment portion of the service. Which of the following should John do in order to follow the principle of Think and Work Holistically?](#john-is-currently-working-to-create-a-new-service-that-would-allow-a-customer-to-purchase-a-digital-product-online-and-have-it-delivered-to-the-users-inbox-john-is-responsible-for-the-payment-portion-of-this-service-but-sally-is-responsible-for-the-digital-product-fulfillment-portion-of-the-service-which-of-the-following-should-john-do-in-order-to-follow-the-principle-of-think-and-work-holistically)
| 285 | [Which of these are a key focus of the Organization and People dimension?](#which-of-these-are-a-key-focus-of-the-organization-and-people-dimension)
| 286 | [Which of these are NOT a key focus of the Partners and Suppliers dimension?](#which-of-these-are-not-a-key-focus-of-the-partners-and-suppliers-dimension)
| 287 | [Which ITIL concept describes the Service Value Chain?](#which-itil-concept-describes-the-service-value-chain)
| 288 | [What operating model outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services?](#what-operating-model-outlines-the-key-activities-required-to-respond-to-demand-and-facilitate-value-realization-through-the-creation-and-management-of-products-and-services)
| 289 | [Which value chain activity includes portfolio decisions for Design and Transition?](#which-value-chain-activity-includes-portfolio-decisions-for-design-and-transition)
| 290 | [Which step of the Continual Improvement model states that 'each improvement initiative should support the organization's goals and objectives'?](#which-step-of-the-continual-improvement-model-states-that-each-improvement-initiative-should-support-the-organizations-goals-and-objectives)
| 291 | [When working within the 'what is the vision' step of the Continual Improvement model, what must you ensure to occur?](#when-working-within-the-what-is-the-vision-step-of-the-continual-improvement-model-what-must-you-ensure-to-occur)
| 292 | [Bridgett is leading an improvement initiative within your company. She has been told that the company wants to have the highest customer satisfaction in the industry. Currently, the company has a customer satisfaction rating of 92% but the industry leader has an average of 94%. Bridgett decides that the company should set their goal of obtaining a 96% customer satisfaction score within the next 12 months. What step of the Continual Improvement model is Bridgett currently in?](#bridgett-is-leading-an-improvement-initiative-within-your-company-she-has-been-told-that-the-company-wants-to-have-the-highest-customer-satisfaction-in-the-industry-currently-the-company-has-a-customer-satisfaction-rating-of-92-but-the-industry-leader-has-an-average-of-94-bridgett-decides-that-the-company-should-set-their-goal-of-obtaining-a-96-customer-satisfaction-score-within-the-next-12-months-what-step-of-the-continual-improvement-model-is-bridgett-currently-in)
| 293 | [What is a normal change?](#what-is-a-normal-change)
| 294 | [Your company's external router has just malfunctioned and needs to be replaced. The entire organization's connection to the Wide Area Network will remain offline until this router is replaced. Which type of change should be initiated?](#your-companys-external-router-has-just-malfunctioned-and-needs-to-be-replaced-the-entire-organizations-connection-to-the-wide-area-network-will-remain-offline-until-this-router-is-replaced-which-type-of-change-should-be-initiated)
| 295 | [What is a change schedule NOT used for?](#what-is-a-change-schedule-not-used-for)
| 296 | [How can you ensure the incidents with the highest business impact are resolved first?](#how-can-you-ensure-the-incidents-with-the-highest-business-impact-are-resolved-first)
| 297 | [Which incidents should be logged?](#which-incidents-should-be-logged)
| 298 | [What is NOT a phase in Problem Management?](#what-is-not-a-phase-in-problem-management)
| 299 | [If a problem cannot be resolved quickly, you might wish to document and implement a temporary solution to reduce the impact of the problem. What is this known as?](#if-a-problem-cannot-be-resolved-quickly-you-might-wish-to-document-and-implement-a-temporary-solution-to-reduce-the-impact-of-the-problem-what-is-this-known-as)
| 300 | [How does Service Request Management contribute to the Improve value chain activity?](#how-does-service-request-management-contribute-to-the-improve-value-chain-activity)
| 301 | [Service requests and their fulfillment should be [?] and automated to the greatest degree possible.](#service-requests-and-their-fulfillment-should-be--and-automated-to-the-greatest-degree-possible)
| 302 | [Your smartphone isn't working properly. You call the toll-free number for your service provider's support center. Which practice would you reach that serves as the entry point for all contact between the service provider and its users?](#your-smartphone-isnt-working-properly-you-call-the-toll-free-number-for-your-service-providers-support-center-which-practice-would-you-reach-that-serves-as-the-entry-point-for-all-contact-between-the-service-provider-and-its-users)
| 303 | [Which is a recommendation of the Service Desk practice?](#which-is-a-recommendation-of-the-service-desk-practice)
| 304 | [What is a Service Level Agreement used for?](#what-is-a-service-level-agreement-used-for)
| 305 | [How does Service Level Management contribute to the 'plan' value chain activity?](#how-does-service-level-management-contribute-to-the-plan-value-chain-activity)
| 306 | [What should be included in every Service Level Agreement?](#what-should-be-included-in-every-service-level-agreement)
| 307 | [What is the definition of utility?](#what-is-the-definition-of-utility)
| 308 | [A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.](#a-customer-is-a-person-who-defines-the-requirements-for-a-service-and-takes-responsibility-for-the--of-service-consumption)
| 309 | [What is the definition of an IT asset?](#what-is-the-definition-of-an-it-asset)
| 310 | [A(n) [?] is any component that needs to be managed in order to deliver an IT service.](#an--is-any-component-that-needs-to-be-managed-in-order-to-deliver-an-it-service)
| 311 | [[?] management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.](#-management-is-the-practice-of-minimizing-the-negative-impact-of-incidents-by-restoring-normal-service-operation-as-quickly-as-possible)
| 312 | [What is defined as the practice of aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services?](#what-is-defined-as-the-practice-of-aligning-an-organizations-practices-and-services-with-changing-business-needs-through-the-ongoing-identification-and-improvement-of-all-elements-involved-in-the-effective-management-of-products-and-services)
| 313 | [Service [?] management is the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.](#service--management-is-the-practice-of-setting-clear-business-based-targets-for-service-performance-so-that-the-delivery-of-a-service-can-be-properly-assessed-monitored-and-managed-against-these-targets)
| 314 | [Company A has decided not to run their own email servers. Instead, Company A pays a monthly service fee to Google's G-Suite to provide email services to the company so that Company A can receive emails from its students. What best describes this co-creation of value by Company A and Google in order to provide email support to Company A's students?](#company-a-has-decided-not-to-run-their-own-email-servers-instead-company-a-pays-a-monthly-service-fee-to-googles-g-suite-to-provide-email-services-to-the-company-so-that-company-a-can-receive-emails-from-its-students-what-best-describes-this-co-creation-of-value-by-company-a-and-google-in-order-to-provide-email-support-to-company-as-students)
| 315 | [What term best describes the perceived benefits, usefulness, and importance of something?](#what-term-best-describes-the-perceived-benefits-usefulness-and-importance-of-something)
| 316 | [Your organization is preparing to launch a new service. Your manager is concerned that there is a possibility that something bad might happen which could cause the service to fail and the desired outcome won't be achieved. What term best describes your manager's concerns?](#your-organization-is-preparing-to-launch-a-new-service-your-manager-is-concerned-that-there-is-a-possibility-that-something-bad-might-happen-which-could-cause-the-service-to-fail-and-the-desired-outcome-wont-be-achieved-what-term-best-describes-your-managers-concerns)
| 317 | [[?] is/are defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting Service Management.](#-isare-defined-as-a-recommendation-that-can-guide-an-organization-in-all-circumstances-and-will-guide-organizations-when-adopting-service-management)
| 318 | [You have been assigned to a team that has been asked to identify how your consumers use a particular service, what the service helps them to do, and how the service helps them to identify their goals. Which of the Guiding Principles should best be applied in your situation?](#you-have-been-assigned-to-a-team-that-has-been-asked-to-identify-how-your-consumers-use-a-particular-service-what-the-service-helps-them-to-do-and-how-the-service-helps-them-to-identify-their-goals-which-of-the-guiding-principles-should-best-be-applied-in-your-situation)
| 319 | [Your organization is currently running a web hosting service, but it is not providing sufficient utility and Warranty. In order to fix this, a team has been assembled and asked to design a new web hosting service. The team manager suggests that the team first look at the existing service and its processes before they begin to design the new service. What Guiding Principle is being followed by the team manager?](#your-organization-is-currently-running-a-web-hosting-service-but-it-is-not-providing-sufficient-utility-and-warranty-in-order-to-fix-this-a-team-has-been-assembled-and-asked-to-design-a-new-web-hosting-service-the-team-manager-suggests-that-the-team-first-look-at-the-existing-service-and-its-processes-before-they-begin-to-design-the-new-service-what-guiding-principle-is-being-followed-by-the-team-manager)
| 320 | [Which Guiding Principle is focused on involving the right people in the correct roles in order to get additional buy-in for the project and increase the likelihood of long-term success?](#which-guiding-principle-is-focused-on-involving-the-right-people-in-the-correct-roles-in-order-to-get-additional-buy-in-for-the-project-and-increase-the-likelihood-of-long-term-success)
| 321 | [During a review of the New Account Creation process at your company, you determine that the current process requires 15 steps to create a new account. As you analyze each step, you find that steps 3 and 5 provide no value to the process or the organization. Based on which Guiding Principle should you eliminate steps 3 and 5 from the process?](#during-a-review-of-the-new-account-creation-process-at-your-company-you-determine-that-the-current-process-requires-15-steps-to-create-a-new-account-as-you-analyze-each-step-you-find-that-steps-3-and-5-provide-no-value-to-the-process-or-the-organization-based-on-which-guiding-principle-should-you-eliminate-steps-3-and-5-from-the-process)
| 322 | [What refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human involvement?](#what-refers-to-the-use-of-technology-to-perform-a-step-or-series-of-steps-correctly-and-consistently-with-limited-or-no-human-involvement)
| 323 | [Which Service Management dimension is focused on the roles and responsibilities of the people involved in a process' workflow?](#which-service-management-dimension-is-focused-on-the-roles-and-responsibilities-of-the-people-involved-in-a-process-workflow)
| 324 | [Which Service Management dimension is focused on the communication systems and knowledge bases used by employees?](#which-service-management-dimension-is-focused-on-the-communication-systems-and-knowledge-bases-used-by-employees)
| 325 | [Which ITIL concept describes practices?](#which-itil-concept-describes-practices)
| 326 | [Which of the following is NOT an activity within the Service Value Chain?](#which-of-the-following-is-not-an-activity-within-the-service-value-chain)
| 327 | [Your company has recently engaged a new supplier to provide you with 3 routers that will handle 1 Gbps of throughput. They are scheduled for installation in three months. Your team is currently configuring the devices in preparation for installation into the network architecture based upon the design requirements. Which value chain activity would best categorize your configuration actions in this scenario?](#your-company-has-recently-engaged-a-new-supplier-to-provide-you-with-3-routers-that-will-handle-1-gbps-of-throughput-they-are-scheduled-for-installation-in-three-months-your-team-is-currently-configuring-the-devices-in-preparation-for-installation-into-the-network-architecture-based-upon-the-design-requirements-which-value-chain-activity-would-best-categorize-your-configuration-actions-in-this-scenario)
| 328 | [Management has set a goal to reduce the number of physical servers in the datacenter by 10% this year. Your team is responsible for creating a plan to migrate 50% of the physical servers into virtualized systems. Which step of the Continual Improvement model are you currently working on?](#management-has-set-a-goal-to-reduce-the-number-of-physical-servers-in-the-datacenter-by-10-this-year-your-team-is-responsible-for-creating-a-plan-to-migrate-50-of-the-physical-servers-into-virtualized-systems-which-step-of-the-continual-improvement-model-are-you-currently-working-on)
| 329 | [You are working as part of an improvement initiative and your team would like to release a new module into the existing Customer Relationship Management system. Which type of change should you initiate?](#you-are-working-as-part-of-an-improvement-initiative-and-your-team-would-like-to-release-a-new-module-into-the-existing-customer-relationship-management-system-which-type-of-change-should-you-initiate)
| 330 | [What is an emergency change?](#what-is-an-emergency-change)
| 331 | [Who is responsible for approving a change within the organization?](#who-is-responsible-for-approving-a-change-within-the-organization)
| 332 | [Your company has decided to install a Service Management tool that provides Incident Management as one of its functions. What is the benefit of using an Incident Management system?](#your-company-has-decided-to-install-a-service-management-tool-that-provides-incident-management-as-one-of-its-functions-what-is-the-benefit-of-using-an-incident-management-system)
| 333 | [What is usually included as part of Incident Management?](#what-is-usually-included-as-part-of-incident-management)
| 334 | [You are working as a Service Desk analyst. Within the last hour, you have received 13 calls about users being unable to log on to the network. There appears to be something wrong with the domain controller. What would you classify this scenario as?](#you-are-working-as-a-service-desk-analyst-within-the-last-hour-you-have-received-13-calls-about-users-being-unable-to-log-on-to-the-network-there-appears-to-be-something-wrong-with-the-domain-controller-what-would-you-classify-this-scenario-as)
| 335 | [The users on the fourth floor of your building keep calling the Service Desk to report that their network connectivity is not working properly. The Service Desk logs each of these incidents, but since there are multiple incidents for the same issue, they forward it to the Problem Management activity for resolution. During your analysis, you determine that the network switch that services the entire fourth floor is broken and will need to be replaced. You checked the current inventory of spares, but there are none available. It appears this problem will remain for 24 hours until a new switch can be received and installed. How would you categorize the issue described in this scenario?](#the-users-on-the-fourth-floor-of-your-building-keep-calling-the-service-desk-to-report-that-their-network-connectivity-is-not-working-properly-the-service-desk-logs-each-of-these-incidents-but-since-there-are-multiple-incidents-for-the-same-issue-they-forward-it-to-the-problem-management-activity-for-resolution-during-your-analysis-you-determine-that-the-network-switch-that-services-the-entire-fourth-floor-is-broken-and-will-need-to-be-replaced-you-checked-the-current-inventory-of-spares-but-there-are-none-available-it-appears-this-problem-will-remain-for-24-hours-until-a-new-switch-can-be-received-and-installed-how-would-you-categorize-the-issue-described-in-this-scenario)
| 336 | [How does Service Request Management contribute to the Deliver and Support value chain activity?](#how-does-service-request-management-contribute-to-the-deliver-and-support-value-chain-activity)
| 337 | [What is an example of an action a Service Request Management employee would undertake as part of the Obtain/Build activity?](#what-is-an-example-of-an-action-a-service-request-management-employee-would-undertake-as-part-of-the-obtainbuild-activity)
| 338 | [What is true about the Service Desk?](#what-is-true-about-the-service-desk)
| 339 | [What activity is the main channel for communication and collaboration with users?](#what-activity-is-the-main-channel-for-communication-and-collaboration-with-users)
| 340 | [You are in a quarterly Service Level Management review with your supervisor. The manager asks your supervisor if the Service Desk has been meeting their SLA target metrics. Your supervisor proudly proclaims that everything is 'green' (meaning, we are meeting all of the targets). Just then, another executive asks, "If everything is showing as 'green', why am I hearing other users complain that the service is always unavailable for use?" What might be the reason for this?](#you-are-in-a-quarterly-service-level-management-review-with-your-supervisor-the-manager-asks-your-supervisor-if-the-service-desk-has-been-meeting-their-sla-target-metrics-your-supervisor-proudly-proclaims-that-everything-is-green-meaning-we-are-meeting-all-of-the-targets-just-then-another-executive-asks-if-everything-is-showing-as-green-why-am-i-hearing-other-users-complain-that-the-service-is-always-unavailable-for-use-what-might-be-the-reason-for-this)
| 341 | [How does Service Level Management contribute to the Improve value chain activity?](#how-does-service-level-management-contribute-to-the-improve-value-chain-activity)
| 342 | [You are working as a Service Desk manager. One of your analysts has created a new workaround for a problem that has been causing issues for users for the last few hours. To ensure all users across the network are notified of this workaround, you decide to post the workaround on the front page of your user service portal on the intranet. During which value chain activity would this occur?](#you-are-working-as-a-service-desk-manager-one-of-your-analysts-has-created-a-new-workaround-for-a-problem-that-has-been-causing-issues-for-users-for-the-last-few-hours-to-ensure-all-users-across-the-network-are-notified-of-this-workaround-you-decide-to-post-the-workaround-on-the-front-page-of-your-user-service-portal-on-the-intranet-during-which-value-chain-activity-would-this-occur)
| 343 | [What is an example of an action a Service Request Management employee would undertake as part of the Design and Transition activity?](#what-is-an-example-of-an-action-a-service-request-management-employee-would-undertake-as-part-of-the-design-and-transition-activity)
| 344 | [What is the definition of a customer?](#what-is-the-definition-of-a-customer)
| 345 | [A sponsor is a person who authorizes [?] for service consumption.](#a-sponsor-is-a-person-who-authorizes--for-service-consumption)
| 346 | [What is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services?](#what-is-defined-as-the-addition-modification-or-removal-of-anything-that-could-have-a-direct-or-indirect-effect-on-services)
| 347 | [What is the purpose of the Service Configuration Management practice?](#what-is-the-purpose-of-the-service-configuration-management-practice)
| 348 | [What is the purpose of the Service Request Management practice?](#what-is-the-purpose-of-the-service-request-management-practice)
| 349 | [What is defined as the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information?](#what-is-defined-as-the-practice-of-protecting-an-organization-by-understanding-and-managing-risks-to-the-confidentiality-integrity-and-availability-of-information)
| 350 | [Company A is an online training organization that provides asynchronous, on-demand video training for the ITIL 4 certifications. To provide these on-demand videos, Company A relies on a third-party service provider to host the videos securely and stream the content directly to students when requested through Company A's website. Company A is responsible for managing the amount of storage space utilized on the service provider's server, as well as determining whether a student may or may not watch a particular video. What best describes these activities?](#company-a-is-an-online-training-organization-that-provides-asynchronous-on-demand-video-training-for-the-itil-4-certifications-to-provide-these-on-demand-videos-company-a-relies-on-a-third-party-service-provider-to-host-the-videos-securely-and-stream-the-content-directly-to-students-when-requested-through-company-as-website-company-a-is-responsible-for-managing-the-amount-of-storage-space-utilized-on-the-service-providers-server-as-well-as-determining-whether-a-student-may-or-may-not-watch-a-particular-video-what-best-describes-these-activities)
| 351 | [Which describes the functionality offered by a product or service to meet a particular need?](#which-describes-the-functionality-offered-by-a-product-or-service-to-meet-a-particular-need)
| 352 | [What term best describes a service that is Fit for Use?](#what-term-best-describes-a-service-that-is-fit-for-use)
| 353 | [What are Guiding Principles considered?](#what-are-guiding-principles-considered)
| 354 | [You have been asked to investigate an email service within your organization that is failing to meet its intended outcomes. You begin by determining the intended outcome and then observe the current service with as much objectivity as possible. Based on your observations, you are able to determine that the current service is not meeting its utility and Warranty requirements. Which Guiding Principles best describes your actions in this scenario?](#you-have-been-asked-to-investigate-an-email-service-within-your-organization-that-is-failing-to-meet-its-intended-outcomes-you-begin-by-determining-the-intended-outcome-and-then-observe-the-current-service-with-as-much-objectivity-as-possible-based-on-your-observations-you-are-able-to-determine-that-the-current-service-is-not-meeting-its-utility-and-warranty-requirements-which-guiding-principles-best-describes-your-actions-in-this-scenario)
| 355 | [A small start-up in San Francisco is launching a brand new iPhone app. Their staff is small, but they have big dreams and ideas for their app. The app will perform 15 different functions when it is fully developed. Currently, the app only has 4 functions completed, but the company decided to release the app to get some initial feedback. Based on the feedback, the company changed the third function to improve the customer experience and continued to add one function every 3 weeks to the app. What Guiding Principle best describes what the company was doing?](#a-small-start-up-in-san-francisco-is-launching-a-brand-new-iphone-app-their-staff-is-small-but-they-have-big-dreams-and-ideas-for-their-app-the-app-will-perform-15-different-functions-when-it-is-fully-developed-currently-the-app-only-has-4-functions-completed-but-the-company-decided-to-release-the-app-to-get-some-initial-feedback-based-on-the-feedback-the-company-changed-the-third-function-to-improve-the-customer-experience-and-continued-to-add-one-function-every-3-weeks-to-the-app-what-guiding-principle-best-describes-what-the-company-was-doing)
| 356 | [Which value chain activity ensures Continual Improvement of products, services, and practices across all value chain activities and the Four Dimensions of Service Management?](#which-value-chain-activity-ensures-continual-improvement-of-products-services-and-practices-across-all-value-chain-activities-and-the-four-dimensions-of-service-management)
| 357 | [Betsy has been hired by your company to lead the process improvement efforts. You have shared with her the overall vision for the process improvement and she begins to analyze your current resources, processes, and metrics. What step of the Continual Improvement model is Betsy performing?](#betsy-has-been-hired-by-your-company-to-lead-the-process-improvement-efforts-you-have-shared-with-her-the-overall-vision-for-the-process-improvement-and-she-begins-to-analyze-your-current-resources-processes-and-metrics-what-step-of-the-continual-improvement-model-is-betsy-performing)
| 358 | [During which step of the Continual Improvement model is Change Management and Release Management usually performed?](#during-which-step-of-the-continual-improvement-model-is-change-management-and-release-management-usually-performed)
| 359 | [Your company has spent the last 12 months working on a new improvement to the Customer Relationship Management software in an effort to increase customer satisfaction by 4%. Janet analyzes the current metrics and compares them against the baseline metrics from 12 months ago. Which step of the Continual Improvement model is Janet working in?](#your-company-has-spent-the-last-12-months-working-on-a-new-improvement-to-the-customer-relationship-management-software-in-an-effort-to-increase-customer-satisfaction-by-4-janet-analyzes-the-current-metrics-and-compares-them-against-the-baseline-metrics-from-12-months-ago-which-step-of-the-continual-improvement-model-is-janet-working-in)
| 360 | [During which step of the Continual Improvement model do you create your objective baseline measurement?](#during-which-step-of-the-continual-improvement-model-do-you-create-your-objective-baseline-measurement)
| 361 | [Your organization was having a big problem with cybersecurity due to poor password management practices. You had led an improvement initiative to increase the security of the authentication system by implementing two-factor authentication. The original goal was to get at least 35% of the users to utilize two-factor authentication. During the first phase of your improvement initiative, using the two-factor authentication was voluntary for users. By the end of the first phase, it was determined that 43% of users chose to use the two-factor authentication. You want to continue the improvement efforts and increase usage to 100%. Which step in the Continual Improvement model should you begin with?](#your-organization-was-having-a-big-problem-with-cybersecurity-due-to-poor-password-management-practices-you-had-led-an-improvement-initiative-to-increase-the-security-of-the-authentication-system-by-implementing-two-factor-authentication-the-original-goal-was-to-get-at-least-35-of-the-users-to-utilize-two-factor-authentication-during-the-first-phase-of-your-improvement-initiative-using-the-two-factor-authentication-was-voluntary-for-users-by-the-end-of-the-first-phase-it-was-determined-that-43-of-users-chose-to-use-the-two-factor-authentication-you-want-to-continue-the-improvement-efforts-and-increase-usage-to-100-which-step-in-the-continual-improvement-model-should-you-begin-with)
| 362 | [What is usually included as part of Incident Management?](#what-is-usually-included-as-part-of-incident-management-1)
| 363 | [Your laptop was connected to the corporate wireless network this morning but when you came back from lunch, it refuses to connect to the network. What term best describes this scenario?](#your-laptop-was-connected-to-the-corporate-wireless-network-this-morning-but-when-you-came-back-from-lunch-it-refuses-to-connect-to-the-network-what-term-best-describes-this-scenario)
| 364 | [Which of the following is NOT a problem identification activity?](#which-of-the-following-is-not-a-problem-identification-activity)
| 365 | [What is NOT a phase in Problem Management?](#what-is-not-a-phase-in-problem-management-1)
| 366 | [How does Service Request Management contribute to the Engage value chain activity?](#how-does-service-request-management-contribute-to-the-engage-value-chain-activity)
| 367 | [What is an example of an action a Service Request Management employee would undertake as part of the Improve activity?](#what-is-an-example-of-an-action-a-service-request-management-employee-would-undertake-as-part-of-the-improve-activity)
| 368 | [What does a centralized Service Desk require?](#what-does-a-centralized-service-desk-require)
| 369 | [If your company is using a single Service Desk located in one office building to support users from around the world, what type of Service Desk might this be?](#if-your-company-is-using-a-single-service-desk-located-in-one-office-building-to-support-users-from-around-the-world-what-type-of-service-desk-might-this-be)
| 370 | [Which of the following is NOT a valid source of Service Level Management data to use in analyzing your Service Level Agreements?](#which-of-the-following-is-not-a-valid-source-of-service-level-management-data-to-use-in-analyzing-your-service-level-agreements)
| 371 | [Your laptop only has a 256GB of SSD storage installed. You have been traveling for work for the last 2 weeks and have downloaded a lot of video files to your internal storage device. Your computer is having issues because there is not enough free space. You called your Service Desk, but since you are out of the country, they cannot remotely back up all the files on your laptop. They recommend that you move the large files from your internal storage device (256GB SSD) to an external hard drive to free up some available space. Unfortunately, you don't have an external hard drive with you, so you will purchase one at the store later today. How would you classify this situation and the solution recommended?](#your-laptop-only-has-a-256gb-of-ssd-storage-installed-you-have-been-traveling-for-work-for-the-last-2-weeks-and-have-downloaded-a-lot-of-video-files-to-your-internal-storage-device-your-computer-is-having-issues-because-there-is-not-enough-free-space-you-called-your-service-desk-but-since-you-are-out-of-the-country-they-cannot-remotely-back-up-all-the-files-on-your-laptop-they-recommend-that-you-move-the-large-files-from-your-internal-storage-device-256gb-ssd-to-an-external-hard-drive-to-free-up-some-available-space-unfortunately-you-dont-have-an-external-hard-drive-with-you-so-you-will-purchase-one-at-the-store-later-today-how-would-you-classify-this-situation-and-the-solution-recommended)
| 372 | [How does Service Level Management contribute to the Engage value chain activity?](#how-does-service-level-management-contribute-to-the-engage-value-chain-activity)
| 373 | [Which Guiding Principle is focused on increasing communication both within the project and outside of it?](#which-guiding-principle-is-focused-on-increasing-communication-both-within-the-project-and-outside-of-it)
| 374 | [Which Guiding Principle is concerned with an understanding of how all the parts of an organization work together in an integrated way?](#which-guiding-principle-is-concerned-with-an-understanding-of-how-all-the-parts-of-an-organization-work-together-in-an-integrated-way)
| 375 | [You have just been promoted to the role of the Service Desk manager. The manager before you loved metrics, and the Service Desk is currently spending numerous hours per week creating reports based on over 150 different metrics they call 'measures of effectiveness'. You believe there are simply too many metrics being collected and begin an analysis of each one to determine if is it providing valuable information. For the ones you find without value, you eliminate the requirement to track and report on those metrics. Which Guiding Principle are you following in this scenario?](#you-have-just-been-promoted-to-the-role-of-the-service-desk-manager-the-manager-before-you-loved-metrics-and-the-service-desk-is-currently-spending-numerous-hours-per-week-creating-reports-based-on-over-150-different-metrics-they-call-measures-of-effectiveness-you-believe-there-are-simply-too-many-metrics-being-collected-and-begin-an-analysis-of-each-one-to-determine-if-is-it-providing-valuable-information-for-the-ones-you-find-without-value-you-eliminate-the-requirement-to-track-and-report-on-those-metrics-which-guiding-principle-are-you-following-in-this-scenario)
| 376 | [Which Service Management dimension is focused on an organization's relationships with other organizations in order to deliver its services?](#which-service-management-dimension-is-focused-on-an-organizations-relationships-with-other-organizations-in-order-to-deliver-its-services)
| 377 | [Which of these are a key focus of the Value Streams and Processes dimension?](#which-of-these-are-a-key-focus-of-the-value-streams-and-processes-dimension)
| 378 | [Which ITIL concept describes Continual Improvement?](#which-itil-concept-describes-continual-improvement)
| 379 | [Which of the following is NOT an activity within the Service Value Chain?](#which-of-the-following-is-not-an-activity-within-the-service-value-chain-1)
| 380 | [A company is planning to launch a new service and expects it will take them a full year to develop, test, and release the service. The project board for the project (the new service) has decided that instead of using a waterfall development method, they will use an Agile development method. This method will rely on two-week timeboxes, which means that every two weeks, the team must deliver some portion of the final service. As these smaller pieces of the new service are delivered, beta testers will be given access to the new features and functions to test and provide their initial thoughts on the new service. What Guiding Principle best describes this scenario?](#a-company-is-planning-to-launch-a-new-service-and-expects-it-will-take-them-a-full-year-to-develop-test-and-release-the-service-the-project-board-for-the-project-the-new-service-has-decided-that-instead-of-using-a-waterfall-development-method-they-will-use-an-agile-development-method-this-method-will-rely-on-two-week-timeboxes-which-means-that-every-two-weeks-the-team-must-deliver-some-portion-of-the-final-service-as-these-smaller-pieces-of-the-new-service-are-delivered-beta-testers-will-be-given-access-to-the-new-features-and-functions-to-test-and-provide-their-initial-thoughts-on-the-new-service-what-guiding-principle-best-describes-this-scenario)
| 381 | [Which Guiding Principle requires the identification and managing of all stakeholder groups in order to establish more robust communication across the staff?](#which-guiding-principle-requires-the-identification-and-managing-of-all-stakeholder-groups-in-order-to-establish-more-robust-communication-across-the-staff)
| 382 | [What refers to the process of improving and increasing the efficiency of a process or service?](#what-refers-to-the-process-of-improving-and-increasing-the-efficiency-of-a-process-or-service)
| 383 | [Your company has decided to implement a new management style that will significantly flatten the management hierarchy within the company. Which dimension of Service Management is most applicable to this change?](#your-company-has-decided-to-implement-a-new-management-style-that-will-significantly-flatten-the-management-hierarchy-within-the-company-which-dimension-of-service-management-is-most-applicable-to-this-change)
| 384 | [Company A has created an automated system that allows students to purchase their ITIL 4 Foundation exam vouchers at a discount through the Company A website. To accomplish this, the company sets up a 9-step automated series of activities that occurs once the student orders the voucher on the website. When this occurs, the automation selects a voucher for the student, emails them their unique voucher code and exam scheduling instructions, logs the purchase, remove the voucher from the inventory, and notifies the staff if the voucher inventory gets below a certain threshold. Which dimension of Service Management best represents this series of actions that is occurring through automation?](#company-a-has-created-an-automated-system-that-allows-students-to-purchase-their-itil-4-foundation-exam-vouchers-at-a-discount-through-the-company-a-website-to-accomplish-this-the-company-sets-up-a-9-step-automated-series-of-activities-that-occurs-once-the-student-orders-the-voucher-on-the-website-when-this-occurs-the-automation-selects-a-voucher-for-the-student-emails-them-their-unique-voucher-code-and-exam-scheduling-instructions-logs-the-purchase-remove-the-voucher-from-the-inventory-and-notifies-the-staff-if-the-voucher-inventory-gets-below-a-certain-threshold-which-dimension-of-service-management-best-represents-this-series-of-actions-that-is-occurring-through-automation)
| 385 | [Which ITIL concept describes Guiding Principles?](#which-itil-concept-describes-guiding-principles)
| 386 | [Which of the following is NOT an activity within the Service Value Chain?](#which-of-the-following-is-not-an-activity-within-the-service-value-chain-2)
| 387 | [What is the definition of a user?](#what-is-the-definition-of-a-user)
| 388 | [Service Management is a set of specialized organizational [?] for enabling value for customers in the form of services.](#service-management-is-a-set-of-specialized-organizational--for-enabling-value-for-customers-in-the-form-of-services)
| 389 | [What is the definition of a configuration item?](#what-is-the-definition-of-a-configuration-item)
| 390 | [An incident is a(n) [?] interruption to a service or reduction in the quality of a service.](#an-incident-is-an--interruption-to-a-service-or-reduction-in-the-quality-of-a-service)
| 391 | [What is the purpose of the Change Enablement practice?](#what-is-the-purpose-of-the-change-enablement-practice)
| 392 | [What is the purpose of the Deployment Management practice?](#what-is-the-purpose-of-the-deployment-management-practice-1)
| 393 | [What is the purpose of the Service Level Management practice?](#what-is-the-purpose-of-the-service-level-management-practice)
| 394 | [What is defined as the practice of planning and managing the full lifecycle of all IT assets?](#what-is-defined-as-the-practice-of-planning-and-managing-the-full-lifecycle-of-all-it-assets)
| 395 | [Company A has just hired three new staff members. The IT department at Company A has created new accounts for the new staff members on the domain controller and allocated 10 GB of storage on the company's internal file server per staff member. What term best describes these activities performed by the IT department?](#company-a-has-just-hired-three-new-staff-members-the-it-department-at-company-a-has-created-new-accounts-for-the-new-staff-members-on-the-domain-controller-and-allocated-10-gb-of-storage-on-the-companys-internal-file-server-per-staff-member-what-term-best-describes-these-activities-performed-by-the-it-department)
| 396 | [[?] may simultaneously be removed from a service consumer and imposed on a service provider. For example, outsourcing a service to a service provider may remove the need for the consumer to have their own IT infrastructure, but it may require them to install a faster Internet connection to reach the service provider's servers instead.](#-may-simultaneously-be-removed-from-a-service-consumer-and-imposed-on-a-service-provider-for-example-outsourcing-a-service-to-a-service-provider-may-remove-the-need-for-the-consumer-to-have-their-own-it-infrastructure-but-it-may-require-them-to-install-a-faster-internet-connection-to-reach-the-service-providers-servers-instead)
| 397 | [Your organization has recently installed a brand new accounting program. The program has many functions including one that creates a report that shows the 'Profit and Loss (P&L)' metrics for the month. What term best describes the P&L report that is produced each month?](#your-organization-has-recently-installed-a-brand-new-accounting-program-the-program-has-many-functions-including-one-that-creates-a-report-that-shows-the-profit-and-loss-pl-metrics-for-the-month-what-term-best-describes-the-pl-report-that-is-produced-each-month)
| 398 | [Your organization is currently designing a new service for implementation. The team designing the service has decided to Focus on Value during the design efforts. What best describes Focus on Value in this context?](#your-organization-is-currently-designing-a-new-service-for-implementation-the-team-designing-the-service-has-decided-to-focus-on-value-during-the-design-efforts-what-best-describes-focus-on-value-in-this-context)
| 399 | [Which Guiding Principle may best be served by understanding the cost and financial consequences that a service consumer might face when choosing to use a service?](#which-guiding-principle-may-best-be-served-by-understanding-the-cost-and-financial-consequences-that-a-service-consumer-might-face-when-choosing-to-use-a-service)
| 400 | [Which Guiding Principle states that there is likely something in the current services, processes, programs, projects, or organization that can be used to create the desired outcome for a new or redesigned service?](#which-guiding-principle-states-that-there-is-likely-something-in-the-current-services-processes-programs-projects-or-organization-that-can-be-used-to-create-the-desired-outcome-for-a-new-or-redesigned-service)
| 401 | [Which value chain activity ensures that products and services continually meet stakeholder expectations for quality, costs, and time to market?](#which-value-chain-activity-ensures-that-products-and-services-continually-meet-stakeholder-expectations-for-quality-costs-and-time-to-market)
| 402 | [During which step of the Continual Improvement model would you check to verify whether or not you have reached the desired outcome in your improvement initiative?](#during-which-step-of-the-continual-improvement-model-would-you-check-to-verify-whether-or-not-you-have-reached-the-desired-outcome-in-your-improvement-initiative)
| 403 | [What is the step after 'where do we want to be' in the Continual Improvement model?](#what-is-the-step-after-where-do-we-want-to-be-in-the-continual-improvement-model)
| 404 | [What is a normal change?](#what-is-a-normal-change-1)
| 405 | [You are working as a Service Desk analyst. You just received a change request to create a new user account. What type of change would this be considered?](#you-are-working-as-a-service-desk-analyst-you-just-received-a-change-request-to-create-a-new-user-account-what-type-of-change-would-this-be-considered)
| 406 | [What is usually NOT included as part of Incident Management?](#what-is-usually-not-included-as-part-of-incident-management)
| 407 | [Which practice would include a formalized process for logging unplanned interruptions to a service?](#which-practice-would-include-a-formalized-process-for-logging-unplanned-interruptions-to-a-service)
| 408 | [During Incident Management, what is it called when the incident is passed on to the next higher level of technician?](#during-incident-management-what-is-it-called-when-the-incident-is-passed-on-to-the-next-higher-level-of-technician)
| 409 | [What is NOT a phase in Problem Management?](#what-is-not-a-phase-in-problem-management-2)
| 410 | [Which is a recommendation of the Service Desk practice?](#which-is-a-recommendation-of-the-service-desk-practice-1)
| 411 | [Your company has decided to use work-from-home employees to fulfill its Service Desk requirements. Users call a central toll-free number and are routed to the next available Service Desk analyst, regardless of where the analyst is physically located. Many of these employees may be working from remote offices or their own home offices. What Service Desk structure does this describe?](#your-company-has-decided-to-use-work-from-home-employees-to-fulfill-its-service-desk-requirements-users-call-a-central-toll-free-number-and-are-routed-to-the-next-available-service-desk-analyst-regardless-of-where-the-analyst-is-physically-located-many-of-these-employees-may-be-working-from-remote-offices-or-their-own-home-offices-what-service-desk-structure-does-this-describe)
| 412 | [How does Service Request Management contribute to the Design and Transition value chain activity?](#how-does-service-request-management-contribute-to-the-design-and-transition-value-chain-activity-1)
| 413 | [How should measures and metrics be used to measure your Service Level Management levels?](#how-should-measures-and-metrics-be-used-to-measure-your-service-level-management-levels)
| 414 | [Which type of document should be written in easy-to-understand language to outline the expectations and requirements for both the service provider and the customer?](#which-type-of-document-should-be-written-in-easy-to-understand-language-to-outline-the-expectations-and-requirements-for-both-the-service-provider-and-the-customer)
| 415 | [What is the definition of Service Management?](#what-is-the-definition-of-service-management)
| 416 | [Identify the missing word(s) in the following sentence. A user is a person who uses [?].](#identify-the-missing-words-in-the-following-sentence-a-user-is-a-person-who-uses-)
| 417 | [What is the definition of a change?](#what-is-the-definition-of-a-change)
| 418 | [What is the purpose of the IT Asset Management practice?](#what-is-the-purpose-of-the-it-asset-management-practice)
| 419 | [What is the purpose of the Continual Improvement practice?](#what-is-the-purpose-of-the-continual-improvement-practice)
| 420 | [What is defined as the practice of ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services?](#what-is-defined-as-the-practice-of-ensuring-that-an-organizations-suppliers-and-their-performance-levels-are-managed-appropriately-to-support-the-provision-of-seamless-quality-products-and-services)
| 421 | [Identify the missing word in the following sentence. [?] management is the practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.](#identify-the-missing-word-in-the-following-sentence--management-is-the-practice-of-reducing-the-likelihood-and-impact-of-incidents-by-identifying-actual-and-potential-causes-of-incidents-and-managing-workarounds-and-known-errors)
| 422 | [Company A has outsourced the development of a mobile application to support their students' learning while on the go. Instead of paying a fixed-fee for the development though, Company A has negotiated with the developers to instead pay them a royalty fee for each student who logs into the service through their smartphone app. To control costs, Company A has decided to only allow students on their higher membership levels to be given access to the application. Which of the following terms best describes the activities performed by Company A in this example?](#company-a-has-outsourced-the-development-of-a-mobile-application-to-support-their-students-learning-while-on-the-go-instead-of-paying-a-fixed-fee-for-the-development-though-company-a-has-negotiated-with-the-developers-to-instead-pay-them-a-royalty-fee-for-each-student-who-logs-into-the-service-through-their-smartphone-app-to-control-costs-company-a-has-decided-to-only-allow-students-on-their-higher-membership-levels-to-be-given-access-to-the-application-which-of-the-following-terms-best-describes-the-activities-performed-by-company-a-in-this-example)
| 423 | [What term best describes a service that is Fit for Purpose?](#what-term-best-describes-a-service-that-is-fit-for-purpose)
| 424 | [Fill in the blank. A(n) [?] is a result for a stakeholder enabled by one or more outputs.](#fill-in-the-blank-an--is-a-result-for-a-stakeholder-enabled-by-one-or-more-outputs)
| 425 | [Fill in the blank. A Guiding Principle is defined as a(n) [?] that can guide an organization in all circumstances and will guide organizations when adopting Service Management.](#fill-in-the-blank-a-guiding-principle-is-defined-as-an--that-can-guide-an-organization-in-all-circumstances-and-will-guide-organizations-when-adopting-service-management)
| 426 | [Fill in the blank. According to the Guiding Principles, "Everything that the organization does needs to map, directly or indirectly, to [?] for the stakeholders.](#fill-in-the-blank-according-to-the-guiding-principles-everything-that-the-organization-does-needs-to-map-directly-or-indirectly-to--for-the-stakeholders)
| 427 | [Which Guiding Principle says that the current state should be investigated and observed directly to make sure it is fully understood before you attempt to create a brand new service or process?](#which-guiding-principle-says-that-the-current-state-should-be-investigated-and-observed-directly-to-make-sure-it-is-fully-understood-before-you-attempt-to-create-a-brand-new-service-or-process)
| 428 | [The Start Where You Are Guiding Principle says that the current state should be investigated and observed directly to make sure it is fully understood before you attempt to create a brand new service or process. There is usually something in the existing service or process that can be reused, saving you time, effort, and resources. Which Guiding Principle is being demonstrated by this approach to curriculum development?](#the-start-where-you-are-guiding-principle-says-that-the-current-state-should-be-investigated-and-observed-directly-to-make-sure-it-is-fully-understood-before-you-attempt-to-create-a-brand-new-service-or-process-there-is-usually-something-in-the-existing-service-or-process-that-can-be-reused-saving-you-time-effort-and-resources-which-guiding-principle-is-being-demonstrated-by-this-approach-to-curriculum-development)
| 429 | [Which Guiding Principle is focused on using the minimum number of steps to accomplish an objective?](#which-guiding-principle-is-focused-on-using-the-minimum-number-of-steps-to-accomplish-an-objective)
| 430 | [Your company currently uses a paper-based process for allocating funding for authorized business travel. This process requires the traveler to fill out a form and get 6 different signatures and approval prior to turning in the form to accounting for funding of the travel. This entire process is currently done manually, meaning, an employee is actually walking around to the various managers for their physical signature on a piece of paper. You have decided to automate this process. Based on the principle of Optimize and Automate, how should you approach the automation of this existing process?](#your-company-currently-uses-a-paper-based-process-for-allocating-funding-for-authorized-business-travel-this-process-requires-the-traveler-to-fill-out-a-form-and-get-6-different-signatures-and-approval-prior-to-turning-in-the-form-to-accounting-for-funding-of-the-travel-this-entire-process-is-currently-done-manually-meaning-an-employee-is-actually-walking-around-to-the-various-managers-for-their-physical-signature-on-a-piece-of-paper-you-have-decided-to-automate-this-process-based-on-the-principle-of-optimize-and-automate-how-should-you-approach-the-automation-of-this-existing-process)
| 431 | [Which dimension of Service Management should be considered when deciding whether or not moving the organization's web server from an on-premise solution to the cloud is a good decision in terms of compliance and security?](#which-dimension-of-service-management-should-be-considered-when-deciding-whether-or-not-moving-the-organizations-web-server-from-an-on-premise-solution-to-the-cloud-is-a-good-decision-in-terms-of-compliance-and-security)
| 432 | [Company A is an Authorized Training Organization for Axelos. Which Service Management dimension would be focused on the relationship between Company A and Axelos in regards to the company's delivery of ITIL 4 Foundation training to students?](#company-a-is-an-authorized-training-organization-for-axelos-which-service-management-dimension-would-be-focused-on-the-relationship-between-company-a-and-axelos-in-regards-to-the-companys-delivery-of-itil-4-foundation-training-to-students)
| 433 | [What is the end result of the Service Value System?](#what-is-the-end-result-of-the-service-value-system)
| 434 | [Which of the following is NOT an activity within the Service Value Chain?](#which-of-the-following-is-not-an-activity-within-the-service-value-chain-3)
| 435 | [Which value chain activity ensures that service components are available when and where they are needed and meet agreed specifications?](#which-value-chain-activity-ensures-that-service-components-are-available-when-and-where-they-are-needed-and-meet-agreed-specifications)
| 436 | [Your company is currently spending $1.2 million per year on energy to run its data center. The new CEO of the company wants the organization to become more environmentally friendly and reduce its energy consumption from commercial power sources such as coal and nuclear energy. To support this initiative, the IT Director has created a goal of reducing the power consumption in the data center to less than $1 million next year. In which step of the continual service model would the IT Director create this goal?](#your-company-is-currently-spending-12-million-per-year-on-energy-to-run-its-data-center-the-new-ceo-of-the-company-wants-the-organization-to-become-more-environmentally-friendly-and-reduce-its-energy-consumption-from-commercial-power-sources-such-as-coal-and-nuclear-energy-to-support-this-initiative-the-it-director-has-created-a-goal-of-reducing-the-power-consumption-in-the-data-center-to-less-than-1-million-next-year-in-which-step-of-the-continual-service-model-would-the-it-director-create-this-goal)
| 437 | [Your company is undergoing an improvement initiative to reduce the number of physical servers in the data center by 50%. You are working as part of the deployment team trying to achieve this goal. You are currently migrating physical servers into virtualized systems and removing the physical servers from the data center. Which step of the Continual Improvement model are you working on?](#your-company-is-undergoing-an-improvement-initiative-to-reduce-the-number-of-physical-servers-in-the-data-center-by-50-you-are-working-as-part-of-the-deployment-team-trying-to-achieve-this-goal-you-are-currently-migrating-physical-servers-into-virtualized-systems-and-removing-the-physical-servers-from-the-data-center-which-step-of-the-continual-improvement-model-are-you-working-on)
| 438 | [Your company's web server is currently experiencing a denial of service attack which is preventing external users from accessing the company's e-commerce store. In order to stop the attack, the information security team needs to add an IP block to the firewall's access control list. Normally, any changes to the firewall's access control list must be approved through Change Management first. Which type of change should be initiated by the information security team?](#your-companys-web-server-is-currently-experiencing-a-denial-of-service-attack-which-is-preventing-external-users-from-accessing-the-companys-e-commerce-store-in-order-to-stop-the-attack-the-information-security-team-needs-to-add-an-ip-block-to-the-firewalls-access-control-list-normally-any-changes-to-the-firewalls-access-control-list-must-be-approved-through-change-management-first-which-type-of-change-should-be-initiated-by-the-information-security-team)
| 439 | [What is a standard change?](#what-is-a-standard-change)
| 440 | [You are part of a team configuring a brand new email server. You want to get permission to install the server on the corporate network to continue your configuration and testing. Which type of change should you initiate?](#you-are-part-of-a-team-configuring-a-brand-new-email-server-you-want-to-get-permission-to-install-the-server-on-the-corporate-network-to-continue-your-configuration-and-testing-which-type-of-change-should-you-initiate)
| 441 | [What should NOT be included in Incident Management?](#what-should-not-be-included-in-incident-management)
| 442 | [Which practice seeks to minimize the negative impact of unplanned outages by restoring normal service operation as quickly as possible?](#which-practice-seeks-to-minimize-the-negative-impact-of-unplanned-outages-by-restoring-normal-service-operation-as-quickly-as-possible)
| 443 | [Each time users attempt to log on to the domain using their username and password, they receive an error that 'the authentication server is not responding'. This is happening to multiple users across the network. How would you categorize this issue?](#each-time-users-attempt-to-log-on-to-the-domain-using-their-username-and-password-they-receive-an-error-that-the-authentication-server-is-not-responding-this-is-happening-to-multiple-users-across-the-network-how-would-you-categorize-this-issue)
| 444 | [Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner is on order and won't arrive for a few days. He walks over to the printer, takes out the toner cartridge, shakes it back and forth a few times, and places it back into the printer. Suddenly, the printer begins to print again. Apparently, shaking the toner cartridge moved some of the remaining toner around and will allow a few more sheets to be printed while you are waiting for a new cartridge. What would you classify this as?](#your-printer-is-currently-out-of-toner-and-will-not-print-you-ask-your-co-worker-for-help-but-he-says-the-toner-is-on-order-and-wont-arrive-for-a-few-days-he-walks-over-to-the-printer-takes-out-the-toner-cartridge-shakes-it-back-and-forth-a-few-times-and-places-it-back-into-the-printer-suddenly-the-printer-begins-to-print-again-apparently-shaking-the-toner-cartridge-moved-some-of-the-remaining-toner-around-and-will-allow-a-few-more-sheets-to-be-printed-while-you-are-waiting-for-a-new-cartridge-what-would-you-classify-this-as)
| 445 | [What does a centralized Service Desk require?](#what-does-a-centralized-service-desk-require-1)
| 446 | [Your company has three Service Desk locations around the globe to support 24x7 operations. These locations are in England, the United States, and India. Each of these Service Desks only operates on an 8 am to 5 pm schedule in their local time. When a user calls the Service Desk, their call is routed to whichever Service Desk is operating at that time. For example, if it is 1 am in New York City and a user calls the Service Desk, they are routed to the India Service Desk because it would only be 11 am in India. What type of Service Desk model is your company using?](#your-company-has-three-service-desk-locations-around-the-globe-to-support-24x7-operations-these-locations-are-in-england-the-united-states-and-india-each-of-these-service-desks-only-operates-on-an-8-am-to-5-pm-schedule-in-their-local-time-when-a-user-calls-the-service-desk-their-call-is-routed-to-whichever-service-desk-is-operating-at-that-time-for-example-if-it-is-1-am-in-new-york-city-and-a-user-calls-the-service-desk-they-are-routed-to-the-india-service-desk-because-it-would-only-be-11-am-in-india-what-type-of-service-desk-model-is-your-company-using)
| 447 | [How does Service Level Management contribute to the Obtain/Build value chain activity?](#how-does-service-level-management-contribute-to-the-obtainbuild-value-chain-activity)
| 448 | [What is an example of an action a Service Request Management employee would undertake as part of the Engage activity?](#what-is-an-example-of-an-action-a-service-request-management-employee-would-undertake-as-part-of-the-engage-activity)
| 449 | [Which Guiding Principle recognizes the complexity of a system and seeks to understand the relationships between the various components that make up a service?](#which-guiding-principle-recognizes-the-complexity-of-a-system-and-seeks-to-understand-the-relationships-between-the-various-components-that-make-up-a-service)
| 450 | [Who can report an incident?](#who-can-report-an-incident)
| 451 | [Which statement about the value chain activities is CORRECT?](#which-statement-about-the-value-chain-activities-is-correct)
| 452 | [Which value chain activity would best be used to categorize the actions of the Service Desk when they are responding to a consumer's request for assistance?](#which-value-chain-activity-would-best-be-used-to-categorize-the-actions-of-the-service-desk-when-they-are-responding-to-a-consumers-request-for-assistance)
| 453 | [Which step of the Continual Improvement model is focused on outlining the steps that will be undertaken by the organization in order to achieve its goals and move the organization closer to achieving its vision?](#which-step-of-the-continual-improvement-model-is-focused-on-outlining-the-steps-that-will-be-undertaken-by-the-organization-in-order-to-achieve-its-goals-and-move-the-organization-closer-to-achieving-its-vision)
| 454 | [What is the step after How do we keep the momentum going in the Continual Improvement model?](#what-is-the-step-after-how-do-we-keep-the-momentum-going-in-the-continual-improvement-model)
| 455 | [Which type of change needs to be assessed, authorized, and scheduled by a change authority prior to implementing it?](#which-type-of-change-needs-to-be-assessed-authorized-and-scheduled-by-a-change-authority-prior-to-implementing-it)
| 456 | [Which statement about a change authority is CORRECT?](#which-statement-about-a-change-authority-is-correct)
| 457 | [A standard change has been initiated to create an email account for a new user. Who should authorize this change?](#a-standard-change-has-been-initiated-to-create-an-email-account-for-a-new-user-who-should-authorize-this-change)
| 458 | [What is the best description of an emergency change?](#what-is-the-best-description-of-an-emergency-change)
| 459 | [Which practice would include a formalized process for logging unplanned reduction in the quality of a service?](#which-practice-would-include-a-formalized-process-for-logging-unplanned-reduction-in-the-quality-of-a-service)
| 460 | [Fill in the blank. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services.](#fill-in-the-blank-the-purpose-of-the--is-to-ensure-that-the-organization-continually-co-creates-value-with-all-stakeholders-through-the-use-and-management-of-products-and-services)
| 461 | [You are working as a part of the Problem Management team and discovered that multiple incidents are linked together due to a problem with the current version of the web browser installed on the workstations across the network. You have identified that this could be solved by upgrading the web browser to the newest available version. Your team has requested that all of the workstations in the organization receive an updated web browser through the Change Management activity to solve this problem. Which value chain activity will be responsible for upgrading all the workstations?](#you-are-working-as-a-part-of-the-problem-management-team-and-discovered-that-multiple-incidents-are-linked-together-due-to-a-problem-with-the-current-version-of-the-web-browser-installed-on-the-workstations-across-the-network-you-have-identified-that-this-could-be-solved-by-upgrading-the-web-browser-to-the-newest-available-version-your-team-has-requested-that-all-of-the-workstations-in-the-organization-receive-an-updated-web-browser-through-the-change-management-activity-to-solve-this-problem-which-value-chain-activity-will-be-responsible-for-upgrading-all-the-workstations)
| 462 | [Your printer is currently out of toner and will not print. You ask your co-worker for help, but he says the toner has already been ordered but it won't arrive for a few days. What would you classify this as?](#your-printer-is-currently-out-of-toner-and-will-not-print-you-ask-your-co-worker-for-help-but-he-says-the-toner-has-already-been-ordered-but-it-wont-arrive-for-a-few-days-what-would-you-classify-this-as)
| 463 | [Fill in the blank. Service requests and their fulfillment should be standardized and [?] to the greatest degree possible.](#fill-in-the-blank-service-requests-and-their-fulfillment-should-be-standardized-and--to-the-greatest-degree-possible)
| 464 | [Which is a recommendation of the Service Desk practice?](#which-is-a-recommendation-of-the-service-desk-practice-2)
| 465 | [What does a centralized Service Desk require?](#what-does-a-centralized-service-desk-require-2)
| 466 | [How does Service Level Management contribute to the Deliver and Support value chain activity?](#how-does-service-level-management-contribute-to-the-deliver-and-support-value-chain-activity)
| 467 | [What is a documented agreement between a service provider and a customer that identifies both the services required and the expected level of service?](#what-is-a-documented-agreement-between-a-service-provider-and-a-customer-that-identifies-both-the-services-required-and-the-expected-level-of-service)
| 468 | [Your company has five branch offices located across the country. To support each of these branch offices, a small Service Desk has been created for each office and it is co-located with the users to whom they are providing service and support. What model of Service Desk is your company using?](#your-company-has-five-branch-offices-located-across-the-country-to-support-each-of-these-branch-offices-a-small-service-desk-has-been-created-for-each-office-and-it-is-co-located-with-the-users-to-whom-they-are-providing-service-and-support-what-model-of-service-desk-is-your-company-using)
| 469 | [Fill in the blank. A service enables [?] co-creation by facilitating outcomes that customers want to achieve.](#fill-in-the-blank-a-service-enables--co-creation-by-facilitating-outcomes-that-customers-want-to-achieve)
| 470 | [Identify the missing word(s) in the following sentence. Warranty is the assurance that a product or service will meet [?] requirements.](#identify-the-missing-words-in-the-following-sentence-warranty-is-the-assurance-that-a-product-or-service-will-meet--requirements)
| 471 | [What is the definition of an incident?](#what-is-the-definition-of-an-incident)
| 472 | [Identify the missing word(s) in the following sentence. A known error is a(n) [?] that has been analyzed but has not been resolved.](#identify-the-missing-words-in-the-following-sentence-a-known-error-is-an--that-has-been-analyzed-but-has-not-been-resolved)
| 473 | [What is the purpose of the Release Management practice?](#what-is-the-purpose-of-the-release-management-practice)
| 474 | [What is defined as the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels?](#what-is-defined-as-the-practice-of-establishing-and-nurturing-links-between-an-organization-and-its-stakeholders-at-strategic-and-tactical-levels)
| 475 | [What is defined as the practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events?](#what-is-defined-as-the-practice-of-systematically-observing-services-and-service-components-and-recording-and-reporting-selected-changes-of-state-identified-as-events)
| 476 | [Identify the missing word(s) in the following sentence. [?] is the practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.](#identify-the-missing-words-in-the-following-sentence--is-the-practice-of-supporting-the-agreed-quality-of-a-service-by-handling-all-pre-defined-user-initiated-service-requests-in-an-effective-and-user-friendly-manner)
| 477 | [As a Company A student, your desired outcome from taking the course is to pass your ITIL 4 Foundation exam. As the service provider, Company A also measures its success based on the number of students who pass the exam after taking our training. What best describes the activities performed by the service provider (Company A) and the service consumer (student) in order to co-create value and reach the desired outcome (the student passing their exam)?](#as-a-company-a-student-your-desired-outcome-from-taking-the-course-is-to-pass-your-itil-4-foundation-exam-as-the-service-provider-company-a-also-measures-its-success-based-on-the-number-of-students-who-pass-the-exam-after-taking-our-training-what-best-describes-the-activities-performed-by-the-service-provider-company-a-and-the-service-consumer-student-in-order-to-co-create-value-and-reach-the-desired-outcome-the-student-passing-their-exam)
| 478 | [What is the definition of a sponsor?](#what-is-the-definition-of-a-sponsor)
| 479 | [Which describes the assurance that a product or service will meet agreed requirements?](#which-describes-the-assurance-that-a-product-or-service-will-meet-agreed-requirements)
| 480 | [How often should the Guiding Principles be changed within your organization?](#how-often-should-the-guiding-principles-be-changed-within-your-organization)
| 481 | [What is the main benefit of following the Guiding Principle of Progress Iteratively with Feedback?](#what-is-the-main-benefit-of-following-the-guiding-principle-of-progress-iteratively-with-feedback)
| 482 | [Your team is working on developing a new service and has chosen to use an Agile method of working. As part of this, your team has created an Information Radiator in the common areas of your floor of the office. This Information Radiator contains the list of things that must be done in the project, the current status of the project, a listing of risks associated with the project, and the overall objective/goal of the project. Based on the information provided in this scenario, which Guiding Principle is being demonstrated through the use of this Information Radiator?](#your-team-is-working-on-developing-a-new-service-and-has-chosen-to-use-an-agile-method-of-working-as-part-of-this-your-team-has-created-an-information-radiator-in-the-common-areas-of-your-floor-of-the-office-this-information-radiator-contains-the-list-of-things-that-must-be-done-in-the-project-the-current-status-of-the-project-a-listing-of-risks-associated-with-the-project-and-the-overall-objectivegoal-of-the-project-based-on-the-information-provided-in-this-scenario-which-guiding-principle-is-being-demonstrated-through-the-use-of-this-information-radiator)
| 483 | [Which Guiding Principle requires coordination across the organization in order to best understand how a complicated service works?](#which-guiding-principle-requires-coordination-across-the-organization-in-order-to-best-understand-how-a-complicated-service-works)
| 484 | [You have been asked to create a stand create a process for the most common three types of account creation which account for 99% of all requests made. Then, create a blanket rule at the end of the process that says, 'If the account doesn't belong to one of the above three categories, elevate the request to your supervisor'. This will allow the supervisors to handle the exception, which only accounts for 1% of all account requests, and you can create that process in just a few hours." What Guiding Principle is Nancy recommending you to follow with her approach to solving this problem?](#you-have-been-asked-to-create-a-stand-create-a-process-for-the-most-common-three-types-of-account-creation-which-account-for-99-of-all-requests-made-then-create-a-blanket-rule-at-the-end-of-the-process-that-says-if-the-account-doesnt-belong-to-one-of-the-above-three-categories-elevate-the-request-to-your-supervisor-this-will-allow-the-supervisors-to-handle-the-exception-which-only-accounts-for-1-of-all-account-requests-and-you-can-create-that-process-in-just-a-few-hours-what-guiding-principle-is-nancy-recommending-you-to-follow-with-her-approach-to-solving-this-problem)
| 485 | [Which Guiding Principle should you use to maximize the value of the work carried out by the human and technical resources within an organization?](#which-guiding-principle-should-you-use-to-maximize-the-value-of-the-work-carried-out-by-the-human-and-technical-resources-within-an-organization)
| 486 | [Company A has two departments within the company: Training and Operations. Which dimension of Service Management is focused on how a company structures its human resources?](#company-a-has-two-departments-within-the-company-training-and-operations-which-dimension-of-service-management-is-focused-on-how-a-company-structures-its-human-resources)
| 487 | [Your company has recently decided to install a Microsoft SharePoint server to serve as the organization's knowledge base. Which dimension of Service Management would this decision best be considered?](#your-company-has-recently-decided-to-install-a-microsoft-sharepoint-server-to-serve-as-the-organizations-knowledge-base-which-dimension-of-service-management-would-this-decision-best-be-considered)

### A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.

- [ ] Information.
- [ ] Utility.
- [ ] Warranty.
- [x] Costs.