- (Exam Topic 1)
Which is a purpose of the 'service desk' practice?

1. A. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
2. B. To capture demand for incident resolution and service requests
3. C. To set clear business-based targets for service performance
4. D. To maximize the number of successful IT changes by ensuring risks are properly assessed

Correct Answer: B

- (Exam Topic 1)
What is defined as any component that needs to be managed in order to deliver an IT service?

1. A. A service request
2. B. An IT asset
3. C. A configuration item (CI)
4. D. An incident

Correct Answer: C

- (Exam Topic 3)
Which can act as an operating model for an organization?

1. A. The four dimensions of service management
2. B. The service value chain
3. C. The ITIL guiding principles
4. D. Continual improvement

Correct Answer: B