ITIL Mock Exam Set 5
Study Guide — All 40 Questions

A new ITIL consultant joins an organisation with 20 years of service management history. She recommends conducting a thorough assessment of current processes, tools, and outcomes before proposing any changes. Which guiding principle is she applying?

A service management team identifies that their problem resolution process involves 23 steps. After analysis, 9 steps are mandatory and 14 add no value. The team proposes removing the 14 redundant steps. Which guiding principle does this proposal BEST reflect?

A CIO advises delivering improvements in quarterly phases rather than waiting 2 years for a complete overhaul, learning from each phase before the next. Which guiding principle is the CIO applying?

Identify the missing word(s) in the following sentence. In the ITIL Value System, [ ? ] are sets of organisational resources — including people, processes, tools, and knowledge — designed for performing work or accomplishing an objective.

A service improvement team asks: 'Are we achieving the target resolution times we set 3 months ago?' They review monthly KPI reports and compare them to the agreed targets. Which step of the continual improvement model are they performing?

An IT department has just completed a major incident management improvement initiative. The service manager suggests using lessons learned to set a new, more ambitious target for the next cycle. Which step of the continual improvement model triggers this next cycle?

An organisation runs five separate improvement initiatives simultaneously. Each team works independently, making decisions that sometimes conflict with other initiatives. Which guiding principle MOST needs to be applied?

Which of the following is NOT a valid description of the value chain in ITIL Foundation?

A SaaS company charges customers a monthly subscription for access to its platform. Customers can increase or decrease their user count monthly with no customisation. What type of service relationship does this MOST represent?

An IT team resolves a critical database incident. The root cause is a corrupted index. After fixing and closing the incident, the team considers what else should be done. From the corruption pattern perspective, what ITIL record should ALSO be created?

A new ERP system calculates tax incorrectly for overseas transactions. The vendor acknowledges the issue but cannot provide a patch for 6 weeks. The team documents the issue and creates a workaround. What ITIL term describes the documented-but-unfixed issue?

A staff member contacts the IT service desk to report that their keyboard has stopped working. How should the IT team MOST correctly classify this request?

Identify the missing word(s) in the following sentence. [ ? ] is the joint creation of value by service providers, service consumers, and other stakeholders — with each party contributing to the outcome.

Which of the following does NOT represent a cost that a service could REMOVE from a consumer?

An organisation wants to implement an AI-powered analytics platform. Before selecting technology, the team considers who will use it, what training is needed, which teams are affected, and how it changes existing roles. Which dimension is MOST relevant?

An organisation has a strong analytics platform, skilled data scientists, and well-defined processes. However, data feeding these processes comes from 7 systems with inconsistent formats and poor quality. Which dimension is creating the most significant constraint?

An organisation's legal team advises that new data privacy regulations require changes to how personal data is stored, accessed, and deleted across IT services. Which type of factor is driving this change?

Which of the following is NOT an example of a PESTLE factor?

A payment processing company maintains 24/7 operations for its transaction platform. The operations team proactively monitors the system and responds to any degradation immediately to maintain agreed service levels. Which lifecycle activity does this represent?

A new version of a customer-facing web application has been built and tested. The release is being prepared for deployment to the production environment next weekend. What is the new version BEST called in ITIL terms?

A service request fulfilment process takes an average of 5 days. Value stream mapping reveals actual processing time is only 4 hours. The remaining time is tickets sitting in queues. What does this ratio indicate?

An organisation has mapped its incident value stream and identified three bottlenecks. The service manager asks which bottleneck to address first. According to value stream principles, which should be the FIRST priority?

An AI system monitors a company's network. When it detects a router's error rate climbing toward a failure threshold, it predicts impending failure and automatically reroutes traffic before any user impact occurs. Which TWO AI capabilities are being demonstrated? Select the BEST answer.

An AI system has been incorrectly locking accounts from a specific regional office due to unusual-but-legitimate working hours. Which steps should the organisation take FIRST according to ITIL AI principles?

An organisation is building an AI model to predict the likelihood of major incidents using 3 years of historical incident data. Why is data governance critically important in this scenario?

Within 3 months of introducing AI to its service desk, human agents can no longer handle complex tickets independently because they have been relying on AI recommendations for all decisions. Which AI risk does this scenario illustrate?

An organisation uses Lean principles to eliminate waste, Agile to deliver software iteratively, and ITIL to manage live services. How does ITIL position itself relative to Lean and Agile?

A financial institution uses PRINCE2 for project governance and ITIL for service management. A new regulatory reporting service is being delivered as a project and will transition into live operations. Which ITIL value chain activity represents the handover point between the project and live operations?

An AI system analyses 12 months of incident data to identify a pattern: database timeouts consistently precede service outages by 45 minutes. The system recommends proactive intervention. Which of the AI (6C) capabilities does this BEST represent?

An IT service desk manager wants to reduce time agents spend writing ticket resolution notes. She proposes an AI tool that generates a draft resolution note as soon as the agent marks a ticket resolved. Which of the AI (6C) capabilities does this BEST represent?

A business intelligence platform is available to all employees but only used effectively by the analytics team who know how to write queries. The rest of the organisation cannot extract value from it. What does this scenario illustrate in ITIL terms?

A digital transformation programme is behind schedule. The steering committee suggests cutting the testing phase to recover time. The service manager argues this introduces unacceptable risk to service quality and customer satisfaction. Which guiding principle BEST supports the service manager's argument?

A development team has finished building a new HR portal and tested it successfully in staging. The next step is deploying it to the production environment where employees will use it. Which value chain activity covers this deployment step?

An organisation successfully selects and configures a new AI-powered service desk tool. However, six months later adoption is low — agents are not using the AI features because they don't understand how to work alongside them. Which dimension was MOST neglected during implementation?

A staff member contacts the IT service desk: their laptop won't turn on. The agent investigates, finds a faulty power adapter, provides a replacement, and the laptop works again. What ITIL term BEST describes the original ticket?

An organisation has redesigned its incident response value stream after identifying three major sources of waste. After deploying the new process, management wants to track whether the improvements are delivering the expected reduction in resolution time. Which step of the continual improvement model does this monitoring represent?

A cloud platform team uses Infrastructure as Code (IaC) to manage all server provisioning. Every infrastructure change goes through an automated CI/CD pipeline with automated testing before being applied to production. Which ITIL value chain activity does the automated pipeline MOST directly support?

An organisation uses an AI model to automatically approve standard changes. An internal audit finds the AI has been approving changes that were previously rejected by human reviewers as non-standard. Nobody in the team is aware this has been happening. Which TWO AI governance failures does this scenario illustrate? Select the BEST answer.

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

An organisation outsources its entire data centre to a cloud provider. Three months later, the cloud provider unexpectedly exits the market, leaving the organisation with no operational infrastructure and no transition plan. In value terms, which aspect of the service relationship was MOST insufficiently evaluated before outsourcing?