- (Exam Topic 1)
Which statement about outcomes is CORRECT?

1. A. Outcomes help service consumers achieve outputs
2. B. Outcomes are one or more services that fulfil the needs of a service consumer
3. C. Service providers help service consumers achieve outcomes
4. D. Helping service consumers achieve outcomes reduces service provider costs

Correct Answer: C

- (Exam Topic 1)
Which dimension includes a workflow management system?

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

Correct Answer: A

- (Exam Topic 3)
Which practices is MOST associate with the use of empathy to understand users?

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

Correct Answer: A

- (Exam Topic 4)
Which is the FIRST action when optimizing a service?

1. A. Assess the current state
2. B. Implement the improvement
3. C. Understand the organizational context
4. D. Agree the future state

Correct Answer: C
There are many ways in which practices and services can be optimized. Regardless of the specific techniques, the path to optimization follows these high-level steps:
Understand and agree the context in which the proposed optimization exists
Assess the current state of the proposed optimization
Agree what the future state and priorities of the organization should be, focusing on simplification and value
Ensure the optimization has the appropriate level of stakeholder engagement and commitment
Execute the improvements in an iterative way
Continually monitor the impact of optimization
https://www.bmc.com/blogs/itil-guiding-principles/

- (Exam Topic 2)
What is a definition of a service improvement plan (SIP)?

1. A. A formal plan to implement improvements to a customer’s business processes
2. B. An input from availability management to service level management, detailing the service design plan
3. C. A formal plan to implement improvements to a service or process
4. D. An input from financial management for IT services to service level management, detailing the budget plan

Correct Answer: C
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