ITIL Mock Exam Set 1
Study Guide — All 40 Questions

An organisation receives a request to improve its internet connectivity. Several teams must coordinate to plan, procure, install, and test the new connection before users can benefit. Which ITIL concept describes the overarching model that enables all these activities to work together and produce value?

A service desk team resolves a major outage. After the incident is closed, the team conducts a post-incident review to identify what caused the problem and how to prevent recurrence. Which value chain activity is MOST associated with this review?

Identify the missing word(s) in the following sentence. The [ ? ] is the set of interconnected activities an organisation uses to deliver value through its products and services, transforming demand into outcomes.

A bank is planning to replace its legacy loan processing system with a cloud-based platform. The project team must align this initiative with the bank's long-term digital strategy before committing resources. Which value chain activity BEST describes this alignment step?

Which of the following BEST describes the purpose of the 'Operate' activity in the value chain?

An organisation's governance board sets the direction for how IT services should be managed and holds the leadership team accountable for outcomes. In the ITIL Value System, which component does this represent?

Which of the following is NOT one of the five components of the ITIL Value System?

A logistics company is rolling out a new parcel tracking application. The development team has finished building and testing it. The next step is to move it safely into the live production environment for customers to use. Which value chain activity covers this step?

A hospital IT team is procuring new server hardware and software licences needed to support a new patient records system. Which value chain activity BEST describes this procurement step?

Which TWO of the following are value chain activities in ITIL? 1. Govern 2. Discover 3. Optimise 4. Deliver

An IT manager wants to improve the incident management process. A consultant recommends scrapping the existing process entirely and starting from scratch with a new tool. Which guiding principle does this recommendation MOST conflict with?

A service improvement initiative involves 12 separate teams across IT, HR, and Finance. Progress has stalled because decisions are being made in isolation without shared information. Which guiding principle should be applied to address this?

Identify the missing word(s) in the following sentence. The guiding principle '[ ? ]' states that every activity should directly or indirectly contribute to delivering value to customers and other stakeholders.

An organisation is implementing a new service management tool. The project team plans to automate all ticket routing immediately. However, the current routing rules are poorly defined and inconsistent. Which guiding principle is being VIOLATED?

A large IT change programme is broken into monthly releases, each delivering a defined set of improvements. After each release, the team reviews results before planning the next one. Which guiding principle does this approach BEST demonstrate?

A service designer is creating a new employee onboarding service. She considers the impact on IT provisioning, HR processes, finance systems, and the user's first-day experience simultaneously. Which guiding principle is she applying?

An organisation has defined its improvement goal: reduce average incident resolution time by 30% over the next quarter. The team now needs to understand the current resolution time baseline. Which step of the continual improvement model are they in?

After completing a service improvement initiative, the IT team measures outcomes against the original targets and reports that response times have improved by 35%, exceeding the goal. Which step of the continual improvement model does this represent?

Identify the missing word(s) in the following sentence. In the continual improvement model, '[ ? ]' are necessary preconditions that must be in place for the improvement to succeed, while KPIs measure progress toward the target.

A hospital has completed a year-long service improvement programme. The programme manager recommends closing the initiative and moving on. The IT director disagrees, arguing the work is never truly finished. Which characteristic of continual improvement supports the IT director's position?

A retailer subscribes to a cloud-based inventory management platform. The retailer does not need to manage the underlying servers, databases, or software updates — the provider handles all of that. Which ITIL concept does this BEST illustrate?

A software deployment produces a new version of the payroll application. HR staff can now process salaries 40% faster than before. What is the 'new version of the payroll application' in ITIL terms?

After deploying the new payroll application, HR staff can process salaries 40% faster. The Finance Director notes that the annual payroll run now takes 3 days instead of 5. What is the '3-day payroll run' in ITIL terms?

A new expense management application allows staff to submit claims from their phones. However, the app is unavailable every Friday evening during a scheduled maintenance window, which is when many staff submit claims after business trips. Which dimension of value is MOST impacted?

A service provider offers three types of engagement: basic transactional support for small clients, customised packages for mid-market clients, and deep partnership arrangements for enterprise clients. What ITIL concept describes these three engagement types?

Identify the missing word(s) in the following sentence. [ ? ] is the assurance that a product or service will meet agreed requirements — specifically covering how the service performs in terms of availability, capacity, security, and continuity.

An organisation's IT department provides services to internal business units. The business units fund IT services through internal charge-backs and define what outcomes they need. In ITIL terms, what role do the business units play?

Which of the following is NOT a component of a service offering?

An organisation is designing a new IT service and realises they need to consider technical architecture, team structures, required skills, data flows, and relationships with cloud vendors. What ITIL concept requires considering all of these together?

A financial services firm discovers that its customer data is scattered across 14 disconnected systems with no consistent definitions, poor quality, and no governance around who can access it. Which of the four dimensions is MOST relevant to address this?

A government agency outsources its entire infrastructure to a third-party hosting provider. A few months later, the provider suffers a major outage, leaving the agency's services unavailable for 18 hours. Which dimension was MOST insufficiently managed?

Identify the missing word(s) in the following sentence. The mnemonic [ ? ] helps remember the Four Dimensions of Product and Service Management: Value streams and processes, Organisations and people, Information and technology, Partners and suppliers.

A telecommunications company identifies the sequence of steps it follows every time a customer reports a service outage — from the initial call through diagnosis, repair, and confirmation with the customer. What ITIL concept does this sequence represent?

An organisation maps its incident resolution process visually, showing each step, teams involved, handover points, and the time spent waiting between steps. The goal is to identify and eliminate unnecessary delays. What technique is being applied?

An organisation uses the same eight value chain activities for all services. However, when onboarding a new enterprise customer it activates four activities, while deploying a new internal tool activates six different ones. What does this demonstrate about value streams?

After mapping its software deployment value stream, an organisation identifies that a manual approval step takes 3 days on average but only 20 minutes of actual work. The remaining time is waiting. What is the term for the unproductive time between steps in a value stream?

Before committing to develop a new mobile banking application, a bank's IT team meets with retail banking leaders to understand customer pain points, market trends, and strategic priorities. Which lifecycle activity does this represent?

A software team creates an early version of a new customer portal that demonstrates the core booking flow and key screens, shared with selected users for feedback before full development begins. What is this early version called in ITIL terms?

A development team pushes code changes to a shared repository. Each push automatically triggers a build and a suite of automated tests. Failing tests block the change from proceeding. Which DevOps practice is this?

A retail organisation monitors its e-commerce platform 24/7 using dashboards showing response times, error rates, and system resource usage. When anomalies occur, alerts are triggered automatically. Which value chain activity and associated concept BEST describes this capability?