Q13. Which practice recommends using tools for collaboration and the automated matching of symptoms?

Q14. Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect
effect on [?].

Q15. Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the ‘start where you are’ guiding principle.

Q16. Which is included in the purpose of the ‘design and transition’ value chain activity?

Q17. Which describes a standard change?

Q18. Which includes governance, management practices, and continual improvement?

Q19. Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity
assessments?

Q20. Which statement about the ‘incident management’ practice is CORRECT?

Q21. Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the [?], and the CIs that support them, is available when and where it is needed.

Q22. Which is a key consideration for the guiding principle ‘keep it simple and practical’?

Q23. Which activity is part of the ‘continual improvement’ practice?

Q24. Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

Q25. Which Practice includes management of workarounds and known errors?

Q26. Which term relates to service levels aligned with the needs of service consumers?

Q27. Which should be handled by ‘service request management’?

Q28. Which statement about the ‘optimize and automate’ guiding principle is CORRECT?

Q29. In which TWO situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant

Q30. Which skill is required by the ‘service level management’ practice?

Q31. How does information about problems and known errors contribute to ‘incident management’?

Q32. What is important for a ‘continual improvement register’ (CIR)?

Q33. Identify the missing words in the following sentence.
The ‘incident management’ practice should maintain [?] for logging and managing incidents.

Q34. Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the ‘start where you are1 guiding principle.

Q35. Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?

Q36. Which helps to manage an incident when it is unclear which support team should be working on the incident?

Q37. Which of the following is the MOST important for effective incident management?