- (Exam Topic 2)
Which statement about metrics is CORRECT?

1. A. Process metrics can be used to measure end-to-end service performance
2. B. Technology metrics can be used to measure component performance and availability
3. C. Process metrics can be used to measure the utilization of a supplier’s network
4. D. Technology metrics can be used to determine the overall health of a process

Correct Answer: B

- (Exam Topic 1)
What are the ITIL guiding principles used for?

1. A. To help an organization make good decisions
2. B. To direct and control an organization
3. C. To identify activities that an organization must perform in order to deliver a valuable service
4. D. To ensure that an organization’s performance continually meets stakeholders’ expectations

Correct Answer: A

- (Exam Topic 3)
Which practice provides a communications point for users to report operational issues, queries and requests?

1. A. Incident management
2. B. Continual improvement
3. C. Service desk
4. D. Relationship management

Correct Answer: C
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users. It provides a clear path for users to report issues, queries, and requests, and have them acknowledged, classified,
owned, and actioned. https://www.bmc.com/blogs/itil-service-desk/

- (Exam Topic 2)
Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

1. A. Categorization
2. B. Detection
3. C. Prioritization
4. D. Escalation

Correct Answer: A
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- (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