Last Updated: Aug 18, 2026
No. of Questions: 325 Questions & Answers with Testing Engine
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| Section | Weight | Objectives |
|---|---|---|
| Service Management Practices | 15% | - Incident management - Service request management - Service desk - Change enablement - Problem management |
| ITIL Guiding Principles | 15% | - Keep it simple and practical - Progress iteratively with feedback - Focus on value - Think and work holistically - Optimize and automate - Collaborate and promote visibility - Start where you are |
| General Management Practices | 15% | - Supplier management - Information security management - Relationship management - Continual improvement - Service level management |
| Key Concepts of Service Management | 10% | - Service relationships: provider, consumer, sponsor, user - Value, services, utility, warranty, outcomes, costs, risks |
| Four Dimensions of Service Management | 15% | - Organizations and people - Partners and suppliers - Information and technology - Value streams and processes |
| Service Value Chain | 15% | - Improve - Engage - Deliver and support - Plan - Obtain/build - Design and transition |
| ITIL Service Value System (SVS) | 15% | - Governance - Overview and purpose of SVS |
1. Which statement about the emergency change advisory board (ECAB) is CORRECT?
A) The ECAB will be used for emergency changes where there may not be time to call a full CAB
B) The ECAB considers every high priority request for change
C) The ECAB will be chaired by the IT director
D) Amongst the duties of the ECAB is the review of completed emergency changes
2. Which one of the following is NOT part of the service design stage of the service lifecycle?
A) Designing and maintaining all necessary service transition packages
B) Measuring the effectiveness and efficiency of service design and the supporting processes
C) Producing quality, secure and resilient designs for new or improved services
D) Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
3. In which document would you expect to see an overview of actual service achievements against targets?
A) Capacity plan
B) Operational level agreement (OLA)
C) Service level agreement (SLA)
D) SLA monitoring chart (SLAM)
4. Which statement BEST represents the guidance on incident logging?
A) Incidents must only be logged if a resolution is not immediately available
B) The service desk decide which incidents to log
C) All incidents must be fully logged
D) Only incidents reported to the service desk can be logged
5. Where would you expect incident resolution targets to be documented?
A) The service portfolio
B) A service level agreement (SLA)
C) A request for change (RFC)
D) A service description
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: B |
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