ITIL Mock Exam Set 2
Study Guide — All 40 Questions

After a new customer service platform goes live, the operations team monitors performance, applies patches, and resolves any degradation in service quality day to day. Which value chain activity does this represent?

An airline's IT team is responsible for onboarding customers to a new frequent flyer mobile app, including account setup, in-app training, and managing early feedback from users after launch. Which value chain activity BEST covers these responsibilities?

Identify the missing word(s) in the following sentence. The ITIL Value System includes five components: guiding principles, governance, the value chain, [ ? ], and continual improvement.

A software company releases a new version of its product. The team carefully plans the rollout, schedules a maintenance window, and prepares a rollback plan to ensure the change does not disrupt existing customers. Which value chain activity does this BEST describe?

Which of the following BEST describes the relationship between the value chain and a value stream?

Which of the following is NOT one of the eight value chain activities in ITIL Foundation?

A retail bank needs to improve its mortgage application processing time. Before making any changes, the IT manager reviews the existing workflow, tools, and team capabilities already in place. Which guiding principle is the IT manager applying?

An improvement team has completed a process redesign and is ready to automate steps to speed up processing. A consultant recommends automating the redesigned process as-is. Which guiding principle is being correctly applied here?

The ITIL continual improvement model asks 'What is the vision?' as its first step. What should the vision be aligned with?

A company subscribes to a payroll processing service. The finance team does not manage the payroll software, servers, or data security — the provider handles everything under a monthly fee. What does the finance team represent in this service relationship?

Identify the missing word(s) in the following sentence. [ ? ] is the amount of money spent on a specific activity, resource, product, or service. It can be removed or introduced by a service, and both possibilities must be considered in the value proposition.

A new expense management app is technically excellent — available 99.9% of the time. However, the finance team refuses to use it because it doesn't support the multi-currency approvals they require. What problem does this BEST illustrate?

A cloud provider experiences an unexpected outage that takes its file storage service offline for 4 hours, preventing thousands of business customers from accessing their files. What ITIL term describes this event from the customers' perspective?

After investigating recurring database incidents, the root cause is identified: a memory leak in the database software. The engineering team documents the finding but cannot fix it immediately due to a vendor dependency. What ITIL term describes this situation?

Which of the following is NOT a risk that a service might introduce to a consumer?

An employee contacts the IT service desk to request that Zoom be installed on their laptop. This is a standard request available to all staff through the IT catalogue. What ITIL term BEST describes this request?

An IT team is redesigning its incident management process to reduce resolution times. The team maps each step, identifies who is responsible, and specifies how information flows between teams. Which of the four dimensions is MOST relevant to this work?

A global IT services company operates across 30 countries with very different team cultures — some highly collaborative, others siloed. This cultural variation is affecting the consistency of service delivery. Which dimension is MOST relevant?

Identify the missing word(s) in the following sentence. The [ ? ] factors — Political, Economic, Social, Technological, Legal, and Environmental — represent external influences that constrain and shape all Four Dimensions of Product and Service Management.

Which of the following is NOT one of the Four Dimensions of Product and Service Management?

After a major incident, a financial services firm creates a detailed document describing the exact requirements, security controls, performance targets, and integration points for a replacement system. What is this document called in ITIL terms?

A development team integrates code changes multiple times per day. Each integration automatically triggers a build and runs a suite of tests. Any failure immediately alerts the developer who made the change. What practice is this?

A software team uses a pipeline where every change that passes all automated tests is automatically deployed to the live production environment without any manual approval step. What practice is this?

Identify the missing word(s) in the following sentence. [ ? ] is the ability to understand the internal state of a system by analysing its outputs — such as logs, metrics, and traces — rather than requiring direct inspection of internal components.

An energy company maps its process for handling new customer connections and finds the average end-to-end time is 14 days, but only 2 days involve actual work — the rest is waiting. What is the primary purpose of this analysis?

An organisation notices its software release value stream consistently stalls at the security review stage — releases queue there for an average of 8 days. This is the longest delay in the entire stream. What is the security review stage called in value stream analysis?

An AI system automatically classifies incoming support tickets into categories and assigns them to the correct team without human intervention. Which of the AI (6C) capabilities does this BEST represent?

Before deploying an AI model to assess change risk, an organisation tests it against 2 years of historical data and finds it under-predicts risk for changes made on Fridays. What type of AI risk is being identified?

An AI model summarises lengthy incident reports into 3-sentence executive briefings that non-technical stakeholders can quickly understand and act on. Which of the AI (6C) capabilities does this BEST represent?

An organisation plans to use AI to automatically handle all first-line support tickets, removing all human agents from the process. The IT director is concerned this removes the safety net for complex or sensitive cases. Which principle of responsible AI use does the IT director's concern reflect?

An AI system generates a first draft of a service specification based on requirements entered by the service designer. The designer then reviews and refines the draft. Which of the AI (6C) capabilities does this BEST represent?

A DevOps team releases small, frequent changes to production with automated testing at every stage. The IT manager notes this aligns well with ITIL thinking. Which ITIL guiding principle does this MOST align with?

An organisation trains an AI model to prioritise support tickets. Six months later, the service desk manager notices that tickets from certain teams are consistently deprioritised compared to others with similar urgency. Which AI risk does this scenario MOST likely represent?

An AI system analyses historical service desk data and automatically generates a weekly report highlighting the top 5 recurring issues, the teams affected, and suggested remediation actions. Which of the AI (6C) capabilities does this BEST represent?

A managed service provider assigns dedicated account managers to its three largest clients, co-develops service improvement roadmaps with them, and shares strategic planning sessions. What type of service relationship does this BEST represent for those three clients?

A project team improving the organisation's change management process is reminded by their team lead to consider the impact on incident management, problem management, and the teams who will use the new process. Which guiding principle is the team lead reinforcing?

Identify the missing word(s) in the following sentence. A [ ? ] is a series of steps an organisation uses to create and deliver products and services to a service consumer — representing a specific path through the value chain activities.

A retail organisation's e-commerce platform experienced a 3-second increase in average page load time during peak hours. Users began abandoning carts. The operations team detected the issue and restored performance within 30 minutes. Which value chain activity was MOST involved in detecting and resolving this?

An IT organisation is preparing for a major audit. The audit team requests evidence showing how IT activities connect to business outcomes and demonstrate value to stakeholders. Which component of the ITIL Value System most directly addresses this requirement?

After mapping its change management value stream, an organisation discovers that change requests spend 6 days waiting for the weekly Change Advisory Board meeting, which approves 95% of requests unchanged. What is the MOST appropriate improvement action?