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

1. A. All improvement ideas should be logged in a single ‘continual improvement register’
2. B. A single team should carry out ‘continual improvement’ across the organization
3. C. ‘Continual improvement’ should have minimal interaction with other practices
4. D. Everyone in the organization is responsible for some aspects of ‘continual improvement’

Correct Answer: D

- (Exam Topic 2)
Which is the correct combination of items that makes up an IT service?

1. A. Customers, providers and documents
2. B. Information technology, people and processes
3. C. Information technology, networks and people
4. D. People, processes and customers

Correct Answer: B

- (Exam Topic 3)
Which is NOT a component of the service value system?

1. A. The service value chain
2. B. Opportunity and demand
3. C. Continual improvement
4. D. Governance

Correct Answer: B

- (Exam Topic 3)
Which statement about service requests is CORRECT?

1. A. Complex service requests should be dealt with as normal changes
2. B. Service requests that require simple workflows should be dealt with as incidents
3. C. Service requests require workflows that should use manual procedures and avoid automation
4. D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

Correct Answer: D

- (Exam Topic 3)
Which practice has a purpose that deludes maximizing the number of successful additions modifications, or removals of anything that could have an effect on a service?

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

Correct Answer: D