- (Exam Topic 3)
Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.

1. A. Requirements
2. B. Resources
3. C. Suppliers
4. D. products

Correct Answer: A

- (Exam Topic 4)
Which is a description of service provision?

1. A. A formal description of one or more services, designed to address the needs of a service consumer
2. B. Activities that an organization performs to deliver services
3. C. A way to help create value by facilitating outcomes that service consumers need
4. D. Cooperation between two organizations to ensure that a service delivers value

Correct Answer: B
The ITIL SVS describes how all the components and activities of the organization work together as a system to enable value creation.
The SVS is made up of specific inputs, elements, and outputs relevant to service management. The key input to the SVS are opportunity and demand. The output of the SVS is value delivered by products and services.
Opportunity refers to options or possibilities to add value for stakeholders or otherwise improve the organization.
Demand refers to need or desire for products and services among internal and external consumers. https://www.bmc.com/blogs/itil-service-value-system/

- (Exam Topic 2)
What is the purpose of the ‘problem management’ practice?

1. A. To protect the information needed by the organization to conduct its business
2. B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
3. C. To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
4. D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Correct Answer: B

- (Exam Topic 3)
Which BEST describes the purpose of the 'improve' value chain activity?

1. A. To organize a major improvement initiative into several smaller initiatives
2. B. To make new and improved services and features available for use
3. C. To ensure a shared understanding of the vision and improvement direction for all products and services
4. D. To continually improve all products and services across all value chain activities

Correct Answer: D
“The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.”
https://www.symphonysummit.com/products/defining-industry-terms-itsm-itil-itil4/#:~:text=Improve%20%E2%

- (Exam Topic 4)
Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?

1. A. Keep it simple and practical
2. B. Think and work holistically
3. C. Star: where you are
4. D. Progress iteratively with feedback

Correct Answer: A
https://assyst.ifs.com/blog/the-7-guiding-principles-of-itil-4-0 Don't over-engineer solutions. Think about what you can do now.
Like focus on value, this principle is heavily focused on the prevention of waste. Waste correlates with complexity. Higher complexity means there are more opportunities for waste to creep into a system.
Focus on delivering the desired outcome, not building the most elegant and elaborate solution. Use the minimum number of steps to deliver that outcome, ensuring you are not over-processing (delivering quality above and beyond what is required).