- (Exam Topic 2)
What is the purpose of the ‘problem management’ practice?

1. A. To protect the information needed by the organization to conduct its business
2. B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
3. C. To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
4. D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Correct Answer: B

- (Exam Topic 4)
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:

1. A. Communicate so that the audience will hear
2. B. Re-use nothing from the current state
3. C. Adopt a practice which is easy to follow
4. D. Understand that fast does not mean incomplete

Correct Answer: C
The ITIL guiding principle ‘keep it simple and practical’ advises organizations to use the minimum number of steps and resources needed to accomplish an objective1. A good way to apply this principle is to adopt a practice which is easy to follow, understand, and communicate2. This helps to avoid unnecessary complexity, bureaucracy, and duplication3. References: ITIL Foundation - ITIL 4 Edition, page 7; ITIL® 4 – A Pocket Guide, page 25; ITIL® 4 Practice Guide: Keep It Simple and Practical, page 9.

- (Exam Topic 3)
Why should a service level manager carry out regular service reviews?

1. A. To ensure that agreements are written simply and are easy to understand
2. B. To collect information about service consumer goals and objectives
3. C. To capture information about service issues and performance against agreed goals
4. D. To ensure continual improvement of services, so that they meet the evolving needs of service consumers

Correct Answer: C

- (Exam Topic 4)
Which practice guarantees that users nave a range of access channels to choose from to report problems?

1. A. Service desk
2. B. Service level management
3. C. Incident management
4. D. Change enablement

Correct Answer: A
The service desk practice provides a single point of contact for users and customers to report issues, make requests, or seek guidance1. This practice guarantees that users have a range of access channels to choose from to report problems, such as phone, email, web portal, chatbot, or self-service2. This helps to improve user satisfaction, reduce frustration, and increase efficiency3. References: ITIL Foundation - ITIL 4 Edition, page 14; ITIL® 4 – A Pocket Guide, page 32; ITIL® 4 Practice Guide: Service Desk, page 7.

- (Exam Topic 3)
Which dimension of service management considers the workflows and controls needed to deliver services?

1. A. Organization and people
2. B. Information and technology
3. C. Partners and suppliers
4. D. Value streams and processes

Correct Answer: D
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management