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Last Updated: Jul 24, 2026
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| Section | Objectives |
|---|---|
| Service Management Practices | - Problem Management - Knowledge Management |
| Technical Management Practices | - Deployment Management - Infrastructure and Platform Management |
| Service Operation Practices | - Incident Management - Service Desk - Monitoring and Event Management - Service Request Management |
| Support and Fulfil Integration | - Shift Left Optimization - Workflow and Collaboration Across Value Streams |
1. Which statement BEST reflects the ITIL concept of value co-creation?
A) Customers receive value automatically
B) Value depends only on technology
C) Service providers create all value independently
D) Value emerges through provider and consumer interaction
2. Which of the following is an input to the `user query handling' process?
A) Categorized user queries
B) Recorded and categorized user queries
C) Improvement initiatives
D) Guidelines and procedures for triage
3. When is incident prioritization MOST relevant?
A) When incident resolution is tasked to a single team
B) When there are sufficient resources to process every task within time constraints
C) When it is impossible to assign resources to all tasks in the backlog
D) When there are no visualization tools available
4. Which of the following automation tolls will help to integrate service desk with other practice in the service provider's value streams?
A) Reporting tools
B) Work prioritization tools
C) Workflow management tools
D) Survey tools
5. Although many events are captured and processed automatically, some require a human response. Which software tools are MOST important for effective joint work of IT teams responding to events?
A) Analysis and reporting tools
B) Workflow management and collaboration tools
C) Knowledge management tools
D) Service configuration management tools
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: B |
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