- (Exam Topic 3)
Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

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

Correct Answer: D

- (Exam Topic 1)
Which skill is an essential part of the 'service level management' practice?

1. A. Problem analysis
2. B. Technical knowledge
3. C. Listening
4. D. Diagnosis

Correct Answer: C

- (Exam Topic 2)
Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

1. A. Service desk
2. B. Service request management
3. C. Service level management
4. D. Service configuration management

Correct Answer: C

- (Exam Topic 4)
What is MOST LIKELY to be handled as a service request?

1. A. An emergency change to apply a security patch
2. B. The implementation of a workaround
3. C. Providing a virtual server for a development team
4. D. Managing an interruption to a service

Correct Answer: D

- (Exam Topic 1)
Which practice owns and manages issues, queries and requests from users?

1. A. Service desk
2. B. Problem management
3. C. Incident management
4. D. Change control

Correct Answer: A