ITIL Mock Exam Set 3
Study Guide — All 40 Questions

A telecommunications provider is experiencing high call volumes at its service desk. The manager proposes automating call routing. Before doing this, the team reviews and simplifies the routing rules to remove contradictions and redundancies. Which guiding principle is being correctly applied here?

An organisation's senior leadership sets long-term direction, establishes policies for how decisions are made, and ensures the right accountability structures are in place across all IT services. Which component of the ITIL Value System does this represent?

A new CIO wants to improve service delivery but is overwhelmed by 15 years of accumulated complexity. An advisor recommends identifying what creates value and eliminating what does not. Which guiding principle should guide this rationalisation?

Identify the missing word(s) in the following sentence. In the continual improvement model, the step '[ ? ]' involves defining the target state the organisation is aiming to reach, using CSFs and KPIs to make the goal measurable.

An IT service management team uses a set of organisational resources — people, processes, tools, and knowledge — to handle all software deployment activities for the organisation. What ITIL concept BEST describes this set of resources?

Which TWO of the following BEST describe characteristics of the ITIL guiding principles? 1. They apply only to large enterprise organisations 2. They are recommendations, not mandatory rules 3. They apply in all circumstances 4. They must all be applied simultaneously to every situation

A service management team identifies an opportunity to improve their change management process. Before taking action, they assess KPIs, interview stakeholders, and review recent audit findings. Which step of the continual improvement model does this represent?

A service desk manager sets a first-contact resolution target of 75% and identifies two preconditions: agents must have access to a knowledge base, and all must complete advanced troubleshooting training. What are the two preconditions BEST called in ITIL terms?

A hospital uses a managed IT service to support its patient records system. Clinical staff use the system daily, while the IT procurement team defines service requirements and manages the contract. Which roles do the clinical staff and the procurement team represent respectively?

A printing company installs new high-speed printers for a client as part of a managed print service. Ownership of the printers transfers to the client at installation. Which component of the service offering does this represent?

An operations team regularly performs system health checks, applies security patches, and restarts services proactively to prevent potential incidents — even when no issues are currently reported. What ITIL term BEST describes these proactive maintenance tasks?

Identify the missing word(s) in the following sentence. A [ ? ] is a documented agreement between a service provider and a customer that identifies the services required and specifies the expected level of service to be delivered.

An IT monitoring system detects that CPU usage on a production server has exceeded 90% for 15 consecutive minutes. An alert is triggered and sent to the operations team. What ITIL term BEST describes the CPU threshold breach?

A natural disaster floods a data centre, knocking out all services for several days. The organisation has no alternative data centre and cannot recover within its recovery time objectives. What ITIL term BEST describes this event?

Which of the following is NOT an element of the value proposition when assessing whether a service delivers value?

An IT organisation is implementing a new data analytics platform. The team needs to determine how data will be collected, stored, governed, and accessed — including which tools will support these activities. Which dimension of service management is MOST relevant?

An organisation relies on three external cloud providers for its core services but has not defined clear performance expectations, escalation procedures, or exit strategies for any of them. Which dimension has been MOST neglected?

A new service requires staff to be trained in new processes, and managers to take on new responsibilities. HR and IT must work together to redesign job roles and reporting lines. Which dimension is MOST relevant to this work?

Which TWO of the following are included in the PESTLE external factors? 1. Organisational culture 2. Environmental sustainability regulations 3. Economic conditions 4. Internal staffing levels

Before committing to develop a new payment method for its checkout, an e-commerce product team gathers requirements from customers, analyses competitor offerings, and reviews strategic plans. Which lifecycle activity does this represent?

A software system has been running without problems for 18 months. The operations team can trust that it will continue performing as expected under normal conditions. What ITIL concept does this describe?

Which of the following is NOT a DevOps practice covered in ITIL Foundation?

An insurance company documents the complete end-to-end flow for processing a new policy application — from customer submission through underwriting, approval, and issuance. Each step and the teams responsible are mapped visually. What is this document called?

An organisation has multiple value streams and the operations manager wants to ensure they are continuously reviewed, improved, and aligned to changing business needs. What ITIL concept describes this ongoing management activity?

An AI system analyses thousands of knowledge base articles and service requests to surface the three most relevant articles for a support agent based on the ticket they are handling. Which of the AI (6C) capabilities does this BEST represent?

An organisation deploying AI to automate expense claim approvals requires a full audit trail showing why the AI approved or rejected each claim, so any dispute can be investigated. Which principle of AI governance does this requirement reflect?

An AI monitoring system detects an anomalous spike in database query times and automatically triggers a runbook that restarts the connection pool, resolving the latency issue before users are affected. Which value chain activity and AI capability does this BEST represent?

An organisation trains an AI model using only data from its largest customer segment. When deployed, the model performs poorly for small business customers because their patterns differ significantly. Which AI risk does this MOST represent?

Which of the following BEST describes the difference between AI and automation in ITIL?

A product team uses Scrum to deliver software in two-week sprints. The ITSM team applies ITIL practices to manage resulting changes and incidents in production. What does this demonstrate?

An organisation is deploying an AI tool to automate change risk assessments. The IT director insists that a human approver must review every risk assessment before the change proceeds, even if the AI recommends approval. Which ITIL principle regarding AI does this BEST reflect?

An IT organisation is evaluating whether to deploy an AI model that autonomously decides which servers to shut down during peak load. The security team insists all shutdown decisions require human confirmation before execution. Which AI principle does the security team's requirement reflect?

A software company's sales team uses a CRM application daily to manage customer relationships. The CRM is cloud-based — the team uses it without managing servers, databases, or software updates. In ITIL terms, what role do the sales team members play?

An organisation decides to outsource its software testing to a specialist firm. Before signing the contract, the IT manager assesses the firm's quality standards, communication practices, and exit strategy options. Which dimension is MOST relevant to this assessment?

A platform engineering team instruments every microservice with detailed logging, metrics, and distributed tracing to understand how requests flow across services and where failures occur. Which ITIL concept does this infrastructure capability BEST support?

A report shows 60% of improvement initiatives have failed to deliver their promised outcomes. The primary reason: teams pursued improvements without connecting them to the organisation's strategic goals. Which step of the continual improvement model was being skipped?

Which of the following is NOT an example of a risk that a service removes from a consumer?

A service improvement programme targets 95% customer satisfaction within 6 months. The programme manager identifies two preconditions: the support team must be trained in empathetic communication, and a customer feedback tool must be deployed. What are these two preconditions MOST correctly called?

Which TWO of the following BEST describe characteristics of the AI (6C) Capability Model in ITIL v5? 1. It describes six ways AI can be applied to service management activities 2. It replaces human roles in all six capability areas 3. It includes Cognition as the AI capability for reasoning and decision support 4. It is only applicable to the Operate activity of the value chain

A manufacturing company uses Six Sigma to reduce defects and ITIL to manage IT services. The IT manager notes that Six Sigma's data-driven, process improvement focus aligns well with ITIL's continual improvement model. What does this alignment demonstrate?