Mock Exam — Set 3

A telecommunications provider is experiencing high call volumes at its service desk. The manager proposes automating call routing. Before doing this, the team reviews and simplifies the routing rules to remove contradictions and redundancies. Which guiding principle is being correctly applied here?

An organisation's senior leadership sets long-term direction, establishes policies for how decisions are made, and ensures the right accountability structures are in place across all IT services. Which component of the ITIL Value System does this represent?

A new CIO wants to improve service delivery but is overwhelmed by 15 years of accumulated complexity. An advisor recommends identifying what creates value and eliminating what does not. Which guiding principle should guide this rationalisation?

Identify the missing word(s) in the following sentence. In the continual improvement model, the step '[ ? ]' involves defining the target state the organisation is aiming to reach, using CSFs and KPIs to make the goal measurable.

An IT service management team uses a set of organisational resources — people, processes, tools, and knowledge — to handle all software deployment activities for the organisation. What ITIL concept BEST describes this set of resources?

Which TWO of the following BEST describe characteristics of the ITIL guiding principles? 1. They apply only to large enterprise organisations 2. They are recommendations, not mandatory rules 3. They apply in all circumstances 4. They must all be applied simultaneously to every situation

A service management team identifies an opportunity to improve their change management process. Before taking action, they assess KPIs, interview stakeholders, and review recent audit findings. Which step of the continual improvement model does this represent?

A service desk manager sets a first-contact resolution target of 75% and identifies two preconditions: agents must have access to a knowledge base, and all must complete advanced troubleshooting training. What are the two preconditions BEST called in ITIL terms?

A hospital uses a managed IT service to support its patient records system. Clinical staff use the system daily, while the IT procurement team defines service requirements and manages the contract. Which roles do the clinical staff and the procurement team represent respectively?

A printing company installs new high-speed printers for a client as part of a managed print service. Ownership of the printers transfers to the client at installation. Which component of the service offering does this represent?

An operations team regularly performs system health checks, applies security patches, and restarts services proactively to prevent potential incidents — even when no issues are currently reported. What ITIL term BEST describes these proactive maintenance tasks?

Identify the missing word(s) in the following sentence. A [ ? ] is a documented agreement between a service provider and a customer that identifies the services required and specifies the expected level of service to be delivered.

An IT monitoring system detects that CPU usage on a production server has exceeded 90% for 15 consecutive minutes. An alert is triggered and sent to the operations team. What ITIL term BEST describes the CPU threshold breach?

A natural disaster floods a data centre, knocking out all services for several days. The organisation has no alternative data centre and cannot recover within its recovery time objectives. What ITIL term BEST describes this event?

Which of the following is NOT an element of the value proposition when assessing whether a service delivers value?