- (Exam Topic 2)
Why should service desk staff detect recurring issues?

1. A. To help identify problems
2. B. To escalate incidents to the correct support team
3. C. To ensure effective handling of service requests
4. D. To engage the correct change authority

Correct Answer: A

- (Exam Topic 3)
Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?

1. A. Incident management
2. B. Service request management
3. C. Monitoring and event management
4. D. Change enablement

Correct Answer: C

- (Exam Topic 3)
Which is an activity of the 'problem management' practice?

1. A. Restoration of normal service operation as quickly as possible
2. B. Prioritization of problems based on the risk that they pose
3. C. Authorization of changes to resolve the cause of problems.
4. D. Resolution of incidents in a time that meet customer expectations

Correct Answer: B

- (Exam Topic 4)
Which value chain activity is concerned with the availability of service components?

1. A. Design and transition
2. B. Deliver and support
3. C. Plan
4. D. Obtain/build

Correct Answer: D
The Obtain/Build activity is responsible for ensuring that all service components are available when and
where needed, and that they meet the agreed specifications.
https://www.beyond20.com/blog/what-is-the-itil-4-service-value-chain/#:~:text=The%20Obtain%2FBuild%20a

- (Exam Topic 1)
Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization’s suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.

1. A. costs
2. B. users
3. C. value
4. D. performances

Correct Answer: D