- (Exam Topic 2)
Which statement about the ‘continual improvement’ practice is CORRECT?

1. A. Continual improvement participation should be limited to a small dedicated team.
2. B. It is the role of senior management to authorize improvement initiatives.
3. C. Training should be provided to those involved in continual improvement.
4. D. A single continual improvement register should be maintained by senior management.

Correct Answer: B
Reference: https://www.bmc.com/blogs/itil-continual-improvement/

- (Exam Topic 1)
What is defined as any component that needs to be managed in order to deliver an IT service?

1. A. A service request
2. B. An IT asset
3. C. A configuration item (CI)
4. D. An incident

Correct Answer: C

- (Exam Topic 2)
What are guiding principles?

1. A. A set of interconnected activities that help an organization deliver a valuable service
2. B. A description of one or more services that help address the needs of a target consumer group
3. C. A set of specialized organizational capabilities for enabling value for customers
4. D. Recommendations that help an organization when adopting a service management approach

Correct Answer: D

- (Exam Topic 4)
Which statement about emergency changes is CORRECT?

1. A. Emergency changes are low risk and well understood
2. B. Authorization of emergency changes may be deferred until after implementation
3. C. It is necessary to complete all documentation before an emergency charge is implemented
4. D. Emergency changes are not usually recorded in the change schedule

Correct Answer: D
Emergency changes. These are changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch. Emergency changes are not typically included in a change schedule, and the process for assessment and authorization is expedited to ensure they can be implemented quickly. As far as possible, emergency changes should be subject to the same testing, assessment, and authorization as normal changes, but it may be acceptable to defer some
documentation until after the change has been implemented, and sometimes it will be necessary to implement the change with less testing due to time constraints. There may also be a separate change authority for emergency changes, typically including a small number of senior managers who understand the business risks involved.”
https://itsm.tools/why-what-change-management/#:~:text=Emergency%20changes.&text=Emergency%20chang

- (Exam Topic 3)
Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].

1. A. existing information
2. B. new methods
3. C. additional measurements
4. D. revised processes

Correct Answer: A