- (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 an objective of the design coordination process?

1. A. To produce service design packages and ensure they are handed over to service transition
2. B. To assess and evaluate all changes and their impact on service designs
3. C. To document the initial structure and relationship between services and customers
4. D. To gather and document new service level requirements from the customer

Correct Answer: A
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- (Exam Topic 3)
Which is a use of a change schedule?

1. A. Speeding up the planning and authorization of emergency changes
2. B. Providing information about deployed changes to help manage incidents and problems
3. C. Providing a means of initiating and assessing normal changes
4. D. Tracking and managing improvement ideas from identification through to final action

Correct Answer: B

- (Exam Topic 2)
Which does the ITIL service value system discourage?

1. A. Coordinated authorities and responsibilities
2. B. Organizational silos
3. C. Interfaces among practices
4. D. Organizational agility

Correct Answer: B
Architecture of the ITIL SVS specifically enables flexibility and discourages siloed working. This is because the service value chain and practices do not form a fixed, rigid structure, but rather they can be combined in
multiple value streams to address the needs of the organization in a variety of scenarios, with open flow of communication across the many interfaces.
Reference: https://www.bmc.com/blogs/itil-service-value-system/

- (Exam Topic 3)
What is a configuration item?

1. A. Any financially valuable component that can contribute to delivery of an IT product or service
2. B. Any component that needs to be managed in order to deliver an IT service
3. C. Any change of state that has significance for the management of a service
4. D. A problem that has been analyzed but has not been resolved

Correct Answer: B
Reference: https://www.bmc.com/blogs/itil-key-terms/