- (Exam Topic 3)
Which practice has a strong influence on the user experience and perception of the service provider?

1. A. Service desk
2. B. Change enablement
3. C. Service level management
4. D. Supplier management

Correct Answer: C

- (Exam Topic 3)
What can be described as an operating model for the creating and management of products and services?

1. A. Governance
2. B. Service value chain
3. C. Guiding principles
4. D. Practices

Correct Answer: B
Reference:
https://www.thinkhdi.com/library/supportworld/2019/evolution-itil-new-operating-model-itil-4.aspx

- (Exam Topic 2)
What is the purpose of the ‘incident management’ practice?

1. A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
2. B. To capture demand for incident resolution and service requests
3. C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
4. D. To support the agreed service quality by effective handling of all agreed user-initiated service requests

Correct Answer: A

- (Exam Topic 4)
What is included in the purpose of the 'release management' practice?

1. A. Authorizing changes to proceed
2. B. Making new features available for use
3. C. Moving new software to live environments
4. D. Ensuring information about services is available

Correct Answer: B
The purpose of the release management practice is to make new and changed services and features available for use.
Release: A version of a service or other configuration item, or a collection of configuration items, that is made available for use.
https://wiki.process-symphony.com.au/framework/lifecycle/process/release-management-itil-4/

- (Exam Topic 4)
Which is included in the purpose of the 'improve' value chain activity?

1. A. Ensuring the continual improvement of practices across all value chain activities
2. B. Ensuring that services continually meet expectations for quality, costs, and lime to market
3. C. Ensuring a shared understanding of the improvement direction for services across the organization
4. D. Ensuring continual engagement and good relationships with all stakeholders

Correct Answer: A
The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
https://wiki.process-symphony.com.au/framework/lifecycle/service-value-systemitil-4/#:~:text=The%20purpose