- (Exam Topic 4)
Which is described by the 'organizations and people' dimension of service management?

1. A. Workflows and controls
2. B. Communication and collaboration
3. C. Inputs and outputs
4. D. Contracts and agreements

Correct Answer: B
The organizations and people dimension sets out the people aspects of service management to be considered when designing, operating and changing service offerings. People include employees, managers, executives, customers, supplier employees, or anybody else who is involved in the creation or consumption of services.
https://assyst.ifs.com/blog/itil4-organizations-and-people#:~:text=The%20organizations%20and%20people%20

- (Exam Topic 2)
In which step of the ‘continual improvement model’ is an improvement plan implemented?

1. A. What is the vision?
2. B. How do we get there?
3. C. Take action
4. D. Did we get there?

Correct Answer: C

- (Exam Topic 1)
Which describes a standard change?

1. A. A high-risk change that needs very thorough assessment
2. B. A change that is typically implemented as a service request
3. C. A change that must be implemented as soon as possible
4. D. A change that needs to be scheduled, assessed and authorized following a defined process

Correct Answer: B

- (Exam Topic 4)
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

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

Correct Answer: D
A service request is defined as a request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:
Service requests and their fulfilment should be standardized and automated to the greatest degree possible.
Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.
The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.
Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take advantage of automation.
https://www.bmc.com/blogs/itil-service-request-management/

- (Exam Topic 2)
Which will NOT be handled as a service request?

1. A. The degradation of a service
2. B. The replacement of a toner cartridge
3. C. The provision of a laptop
4. D. A complaint about a support team

Correct Answer: A