- (Exam Topic 2)
Why should incidents be prioritized?

1. A. To help automated matching of incidents to problems or known errors
2. B. To identify which support team the incident should be escalated to
3. C. To ensure that incidents with the highest business impact are resolved first
4. D. To encourage a high level of collaboration within and between teams

Correct Answer: C

- (Exam Topic 2)
Which statement about the 'service desk1 practice is CORRECT?

1. A. It provides a link with stakeholders at strategic and tactical levels
2. B. It carries out change assessment and authorization
3. C. It investigates the cause of incidents
4. D. It needs a practical understanding of the business processes

Correct Answer: D

- (Exam Topic 3)
Which of the following is NOT recommended by the guiding principle 'start where you are?

1. A. Asking questions that appear to be stupid
2. B. Identifying what is available to be leveraged
3. C. Building something completely new
4. D. Collecting data directly from the source

Correct Answer: C

- (Exam Topic 3)
Identity the missing word(s) in the blowing sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].

1. A. events
2. B. charges
3. C. IT assets
4. D. known errors

Correct Answer: D

- (Exam Topic 4)
Which statement about the input and output of the value chain activities is CORRECT?

1. A. Each value chain activity receives inputs and provides outputs
2. B. The organization’s governance will determine the inputs and outputs of each value chain activity
3. C. Some value chain activities only have input, whereas others only have outputs
4. D. Input and output are fixed for each value chain activity

Correct Answer: A
Each activity contributes to the value chain by transforming specific inputs into outputs. The inputs could be demand from outside the value chain, or outputs of other activities, while the transformation is facilitated by ITIL practices, undertaken using internal or third-party resources, processes, skills, and competencies.
https://www.bmc.com/blogs/itil-service-value-chain/