- (Exam Topic 2)
What does the 'service request management' practice depend on for maximum efficiency?

1. A. Self-service tools
2. B. Compliments and complaints
3. C. Processes and procedures
4. D. Incident management

Correct Answer: C

- (Exam Topic 4)
What is the definition of “service management”?

1. A. A result for a stakeholder enabled by one or more outputs
2. B. A formal description of one or more services, designed to address the needs of a target consumer group
3. C. Join activities performed by a service provider and a service consumer to ensure continual value co-creation
4. D. A set of specialized organizational capabilities for enabling value for customers in the form of services.

Correct Answer: D
Service management is a set of specialized organizational capabilities for enabling value for customers in the form of services. These capabilities include tangible things like capital, people, and equipment, and can also include intangible things like knowledge, management and skills. These capabilities can also include intangible things, like knowledge, management, and skills.
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Service%20management%20is%20

- (Exam Topic 2)
What MAIN factors are considered to assess the priority of an incident?

1. A. The urgency and impact
2. B. The impact and complexity
3. C. The cost and urgency
4. D. The complexity and cost

Correct Answer: A

- (Exam Topic 3)
How are target resolution times used in the 'incident management' practice?

1. A. They are agreed, documented, and communicated to help set user expectations
2. B. They are established, reviewed, and reported to ensure that customers are happy with the service
3. C. They are initiated, approved, and managed to ensure that predictable responses are achieved
4. D. They are scheduled, assessed and authorized to reduce the risk of service failures

Correct Answer: A

- (Exam Topic 2)
Which of the following should IT service continuity strategy be based on?
* 1. Design of the service metrics
* 2. Business continuity strategy
* 3. Business impact analysis (BIA)
* 4. Risk assessment

1. A. 1, 2 and 4 only
2. B. 1, 2 and 3 only
3. C. 2, 3 and 4 only
4. D. 1, 3 and 4 only

Correct Answer: C