- (Exam Topic 2)
What is the effect of increased automation on the 'service desk1 practice?

1. A. Increased ability to focus on fixing technology instead of supporting people
2. B. Greater ability to focus on customer experience when personal contact is needed
3. C. Elimination of the need to escalate incidents to support teams
4. D. Decrease in self-service incident logging and resolution

Correct Answer: B

- (Exam Topic 4)
For which purpose would the continual improvement practice use a SWOT analysis?

1. A. Understanding the current state
2. B. Defining the future desired state
3. C. Tracking and managing ideas
4. D. Ensuring everyone actively participates

Correct Answer: A
A SWOT (also known as SLOT) analysis is a powerful strategic planning tool used to evaluate the Strengths, Weaknesses/Limitations, Opportunities and Threats to a project or business
http://steppingstonesforbusiness.co.uk/wp-content/uploads/2012/07/FS116-SWOT-Analysis-for-Continuous-Im

- (Exam Topic 4)
Which is a financially valuable component that can contribute to the delivery of a service?

1. A. Configuration item
2. B. Sponsor
3. C. IT asset
4. D. Service offering

Correct Answer: C
IT asset is any financially valuable component that can contribute to the delivery of an IT product or service. The scope of IT asset management typically includes all software, hardware, networking, cloud services, and client devices
https://wiki.process-symphony.com.au/framework/lifecycle/process/it-asset-management-itil-4/#:~:text=IT%20a

- (Exam Topic 1)
A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

1. A. As an event
2. B. As a problem
3. C. As a service request
4. D. As a change request

Correct Answer: B

- (Exam Topic 3)
Which is a way of applying the guiding principle 'focus on value'?

1. A. Understanding how service consumers use services
2. B. Comprehending the whole, but doing something
3. C. Recognizing the complexity of systems
4. D. Doing fewer things, but doing them better

Correct Answer: A