- (Exam Topic 4)
Which is part of the value proposition of a service?

1. A. Costs removed from the consumer by the service
2. B. Costs imposed on the consumer by the service
3. C. Outputs of the service received by the consumer
4. D. Risks imposed on the consumer by the service

Correct Answer: A
Costs are the amount of money spent on a specific activity or resource. From the service consumer’s perspective, there are two types of cost involved in service relationships:
Costs removed from the consumer by the service (a part of the value proposition). For example, for a car sharing service, the customer does not pay for the actual cost of purchasing the car.
https://www.bmc.com/blogs/itil-key-concepts-service-management/

- (Exam Topic 2)
In which step of the ‘continual improvement model’ is an improvement plan implemented?

1. A. What is the vision?
2. B. How do we get there?
3. C. Take action
4. D. Did we get there?

Correct Answer: C

- (Exam Topic 3)
Which skill is required by the ‘service level management’ practice?

1. A. Supplier management
2. B. Technical expertise
3. C. Event monitoring
4. D. Problem management

Correct Answer: A

- (Exam Topic 4)
What is MOST LIKELY to be handled as a service request?

1. A. An emergency change to apply a security patch
2. B. The implementation of a workaround
3. C. Providing a virtual server for a development team
4. D. Managing an interruption to a service

Correct Answer: C
A service request is a formal request from a user for something to be provided. Service requests are typically less complex and are either approved or denied based on the budget, need, or urgency.
An emergency change to apply a security patch (A) is not a service request because it is an urgent change that needs to be made to address a security vulnerability. The implementation of a workaround (B) is not a service request because it is a temporary solution to a problem. Managing an interruption to a service (D) is not a service request because it is an incident that needs to be resolved.
Providing a virtual server for a development team (C) is a service request because it is a request for a new service that can be fulfilled by the IT department.

- (Exam Topic 1)
How does information about problems and known errors contribute to 'incident management'?

1. A. It enables the reassessment of known erros
2. B. It enables quick and efficient diagnosis of incidents
3. C. It removes the need for collaboration during incident resolution
4. D. It removes the need for regular customer updates

Correct Answer: B