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Updated: Aug 15, 2026
Q & A: 215 Questions and Answers
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| Section | Weight | Objectives |
|---|---|---|
| ITIL Management Practices | 30% | - Service Management Practices
|
| ITIL Service Value System (SVS) | 20% | - Governance - Overview of the SVS - Service Value Chain - Continual Improvement - ITIL Guiding Principles |
| Key Concepts of Service Management | 15% | - Definitions: Service, Product, Value, Outcome, Utility, Warranty - Role of ITIL in Service Management |
| Service Value Chain Activities | 20% | - Improve - Deliver and Support - Design and Transition - Obtain/Build - Plan - Engage |
| Four Dimensions of Service Management | 15% | - Organizations and People - Partners and Suppliers - Value Streams and Processes - Information and Technology |
1. Why is it important for service providers to understand patterns of business activity (PBA)?
A) PBA are based on organizational roles and responsibilities
B) IT service providers CANNOT schedule changes until they understand PBA
C) Understanding PBA is the only way to enable accurate service level reporting
D) Demand for the services delivered by service providers are directly influenced by PBA
2. Which of the following would be examined by a major problem review?
1.Things that were done correctly
2.Things that were done incorrectly
3.How to prevent recurrence
4.What could be done better in the future
A) 1 only
B) 2 and 3 only
C) All of the above
D) 1, 2 and 4 only
3. Which of the following is the best definition of service management?
A) An internationally recognized methodology to provide valuable services to customers
B) A complete set of all the documentation required to deliver world class services to customers
C) The ability to keep services highly available to meet the business needs
D) A set of specialized organizational capabilities for providing value to customers in the form of services
4. Which of the following CANNOT be provided by a tool?
A) Wisdom
B) Information
C) Data
D) Knowledge
5. Which one of the following is it the responsibility of supplier management to negotiate and agree?
A) Service level agreements (SLAs)
B) The service portfolio
C) Operational level agreements (OLAs)
D) Third-party contracts
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: D |
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