ITIL Mock Exam Set 4
Study Guide — All 40 Questions

An IT organisation supporting 14,000 staff has teams making changes to their processes each month without coordinating with other teams, leading to inconsistencies and service quality problems. Which guiding principle is being MOST violated?

A retailer's customer experience team meets weekly with IT to review customer feedback, portal performance data, and support ticket trends — using this combined view to prioritise what to improve next. Which guiding principle does this BEST demonstrate?

A continual improvement initiative is showing strong results after 6 months. The project manager wants to close it. The IT service manager argues the work should continue in a new cycle. Which aspect of continual improvement supports the IT service manager?

Identify the missing word(s) in the following sentence. The guiding principle '[ ? ]' recommends using the minimum number of steps to produce practical solutions, and eliminating unnecessary complexity, processes, or tools.

A service improvement programme has a target of reducing service downtime by 25% in 6 months. The team measures current downtime monthly and compares it to the target. What is the monthly downtime measurement BEST described as?

Which of the following is NOT one of the guiding principles in ITIL?

An improvement team reviews a 47-step change approval process and finds only 8 steps add value — the rest are legacy approvals with no current purpose. Which guiding principle should guide the rationalisation?

A service desk manager reviews AI chatbot satisfaction scores after each two-week deployment cycle and adjusts the chatbot's responses before the next cycle. What approach is this?

A freight management application works correctly (calculating routes accurately) but is only available during office hours, making it useless for drivers working overnight. What does this scenario demonstrate?

A government agency outsources its IT helpdesk to a managed service provider under a 5-year contract. The agency defines service requirements and performance targets but does not manage day-to-day operations. What role does the government agency play?

A new service will save users 2 hours per week but will introduce a monthly cost of £50 per user and create a dependency on a single cloud provider. What framework concept should the manager use to evaluate the overall value?

An investigation reveals that recurring network incidents are caused by faulty network switch firmware. The team documents this finding in the problem management system. What has the team created?

Identify the missing word(s) in the following sentence. A [ ? ] is an unplanned interruption to a service or a reduction in service quality, regardless of whether the cause is known.

Which of the following would NOT typically be classified as a service request?

An IT organisation is suffering from poor handovers between incident management, problem management, and change management. Information is lost at each handover, causing delays and rework. Which dimension is MOST relevant to address this?

An organisation is selecting a new ITSM platform. The team evaluates tools based on their ability to support automation, integrate with existing systems, and provide monitoring dashboards. Which dimension is MOST relevant?

Which TWO of the following factors could influence an organisation's supplier strategy under the Partners and Suppliers dimension? 1. Economic conditions in the supplier's country 2. The number of IT staff employed by the organisation 3. The organisation's strategic focus and core competencies 4. The colour scheme of the organisation's brand

Every time a developer merges code into the main branch, an automated system builds the application and runs 400 unit tests. If any test fails, the developer is alerted immediately. What practice enables this immediate feedback?

A product team wants to validate assumptions about a new mobile banking feature before committing to full development. They create a simplified version showing the key screens and user flows and test it with 20 customers. What is this simplified version BEST called?

An organisation maps all the steps from the moment a new customer signs a contract to the moment they can start using the service — showing 6 steps involving 4 departments, with total lead time of 10 days. What has the organisation created?

After mapping its incident value stream, an organisation discovers 80% of total lead time is non-value-adding wait time. The team wants to understand what a realistic improvement target might look like. Which metric would be MOST useful to establish first?

An AI system reads incoming change requests and produces plain-language risk summaries for the Change Advisory Board, translating technical jargon into terms business stakeholders understand. Which of the AI (6C) capabilities does this BEST represent?

An organisation uses AI to automatically approve low-risk standard changes and escalates high-risk changes to human approvers. The AI's decision criteria are reviewed quarterly. Which ITIL principle does the quarterly review BEST reflect?

In which value chain activity is AI MOST commonly applied in ITIL v5, according to the framework?

An organisation uses AI to automate 90% of change risk assessments. A high-risk change is incorrectly approved by the AI, causing a major incident. The IT director asks who is accountable. According to ITIL, who is responsible?

An AI model generates detailed knowledge base articles from closed incident tickets. Each article is reviewed by a human expert before being published. Which of the AI (6C) capabilities does the generation step BEST represent?

An organisation adopts Site Reliability Engineering (SRE) principles, with teams setting error budgets and using data-driven approaches to balance reliability with the pace of development. Which value chain activity does SRE MOST directly support?

An IT service desk deploys a virtual agent that handles password reset requests automatically, engaging users in conversation to verify identity and process the reset without human involvement. Which of the AI (6C) capabilities does this BEST represent?

An organisation deploys AI to process job applications. Six months later, HR notices the AI consistently rejects applications from candidates who attended certain universities. Investigation reveals the training data reflected historical hiring patterns that favoured specific institutions. What does this scenario MOST illustrate?

A water utility provides customers with clean water. Customers pay for the service but do not manage treatment plants, pumping stations, or the distribution network. Which ITIL concept does this BEST illustrate?

A new IT service manager immediately proposes replacing all 34 IT management tools with a single platform. A senior consultant suggests conducting a full audit of which tools are actually used and valued before making any decisions. The senior consultant is applying which guiding principle?

Identify the missing word(s) in the following sentence. In the ITIL value chain, [ ? ] involves securing and allocating necessary resources efficiently to ensure the sustainability and scalability of products and services.

A bank's mortgage application process takes 20 working days. Value stream mapping reveals that 18 days are spent waiting for document verification, credit checks, and manager sign-offs, while only 2 days involve active work. What percentage of the mortgage process is value-adding work?

A financial services firm is migrating to a cloud-based ERP. During planning, the team identifies they must renegotiate data processing agreements with three existing suppliers and onboard two new cloud vendors. Which dimension requires the MOST attention during this migration?

An organisation uses AI to automatically schedule preventive maintenance based on usage patterns and historical failure data. When the system predicts a disk is likely to fail within 7 days, it schedules a replacement during the next available maintenance window. Which TWO AI capabilities are working together? Select the BEST answer.

An organisation has 8 active continual improvement initiatives. The head of service management notices that well-executed individual initiatives are creating conflicting changes in shared processes, confusing operational teams. Which guiding principle is MOST relevant to resolve this?

A SaaS provider offers a project management tool with a contract clause guaranteeing 99.5% availability, with planned maintenance only between midnight and 2am on Sundays. The tool functions correctly. What does the availability clause represent in ITIL terms?

A financial institution uses PRINCE2 to manage its IT projects and ITIL to manage live services. A major system upgrade is being delivered as a PRINCE2 project and will eventually be handed over to the ITIL service management team to run. At which point does the primary responsibility shift from the PRINCE2 project to ITIL service management?

Identify the missing word(s) in the following sentence. A [ ? ] is a set of interrelated or interacting activities that transforms inputs into outputs — and is typically one of the building blocks within an ITIL practice.

Which of the following is NOT a step in the ITIL continual improvement model?