- (Exam Topic 3)
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?

1. A. Incident management
2. B. Service level management
3. C. Service request management
4. D. Change enablement

Correct Answer: C

- (Exam Topic 2)
Identify the missing word in the following sentence. A user is [?] that uses services.

1. A. an organization
2. B. a role
3. C. a team
4. D. a supplier

Correct Answer: B

- (Exam Topic 1)
Which practice has a purpose that includes ensuring that risks have been properly assessed?

1. A. Service configuration management
2. B. Problem management
3. C. Service level management
4. D. Change control

Correct Answer: D

- (Exam Topic 3)
Which is a purpose of the ‘relationship management’ practice?

1. A. To systematically observe services and service components
2. B. To protect the information needed by the organization to conduct its business
3. C. To be the entry point and single point of contact for the service provider with all of its users
4. D. To identify, analyze, monitor, and continually improve links with stakeholders

Correct Answer: D
Reference:
https://wiki.process-symphony.com.au/framework/lifecycle/process/relationship-management-itil-4/

- (Exam Topic 2)
Which is included in the purpose of the ‘deliver and support’ value chain activity?

1. A. Meeting stakeholder expectations for time to market
2. B. Understanding the organization’s service vision
3. C. Understanding stakeholder needs
4. D. Providing services to agreed specifications

Correct Answer: A