- (Exam Topic 1)
Which practice identifies metrics that reflect a customer experience of a service?

1. A. Continual improvement
2. B. Service level management
3. C. Service desk
4. D. Problem management

Correct Answer: B

- (Exam Topic 2)
Which role approves the cost of services?

1. A. User
2. B. Change authority
3. C. Sponsor
4. D. Customer

Correct Answer: C

- (Exam Topic 3)
Which statement about standard changes is CORRECT?

1. A. A full assessment should be completed each time the change is implemented
2. B. The change can be implemented with less testing if necessary
3. C. The appropriate change authority should be assigned to each type of change
4. D. The change does not require additional authorization

Correct Answer: D

- (Exam Topic 3)
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?

1. A. Organizations and people
2. B. Information and technology
3. C. Partners and suppliers
4. D. Value streams and processes

Correct Answer: B
This includes the information and technology needed to deliver services (servers, storage, networks, databases, etc.) as well as the information and technology needed to manage those services (ITSM tools, knowledge bases, configuration information, etc.).
https://www.sysaid.com/blog/entry/everything-you-officially-need-to-know-about-itil-4

- (Exam Topic 2)
Which guiding principle considers the importance of customer loyalty?

1. A. Progress iteratively with feedback
2. B. Focus on value
3. C. Optimize and automate
4. D. Start where you are

Correct Answer: B