- (Exam Topic 3)
Which statement about the ‘continual improvement model’ is CORRECT?

1. A. Organizations should work through the steps of the model in the sequence in which they are presented
2. B. The flow of the model helps organizations to link improvements to its goals
3. C. The model is applicable to only certain parts of the service value system
4. D. Organizations should use an additional model or method to link improvements to customer value

Correct Answer: B

- (Exam Topic 4)
What is the difference between the 'incident management' and 'service desk' practices?

1. A. Incident management restores service operation, service desk provides communication with users
2. B. incident management manages interruptions to service desk monitors achieved service quality
3. C. incident management resolves issues, service desk investigates the underlying causes of issues
4. D. incident management resolves complex issues, service desk resolve simpler issues.

Correct Answer: A
A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as “how do I do X?”).
https://www.atlassian.com/itsm/service-request-management/help-desk-vs-service-desk-vs-itsm#:~:text=A%20h

- (Exam Topic 2)
Which helps to manage an incident when it is unclear which support team should be working on the incident?

1. A. Disaster recovery plans
2. B. Swarming
3. C. Target resolution times
4. D. Self-help

Correct Answer: B
Reference: https://www.bmc.com/blogs/itil-incident-management/

- (Exam Topic 1)
Which is part of service provision?

1. A. The management of resources configured to deliver the service
2. B. The management of resources needed to consume the service
3. C. The grouping of one or more services based on one or more products
4. D. The joint activities performed to ensure continual value co-creation

Correct Answer: A

- (Exam Topic 3)
Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services

1. A. problem
2. B. risk
3. C. change
4. D. configuration item

Correct Answer: C