- (Exam Topic 3)
Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?

1. A. Continual improvement
2. B. Service value chain
3. C. Practices
4. D. Guiding principles

Correct Answer: A

- (Exam Topic 3)
Which phase of problem management includes analysing incidents to look for patterns and trends?

1. A. Problem identification
2. B. Problem control
3. C. Error control
4. D. Post-implementation review

Correct Answer: A

- (Exam Topic 3)
Which describe a 'change authority'?

1. A. a model used to determine who will assess a change
2. B. A person who approves a change
3. C. A tool used to help plan changes
4. D. A way to manage the people aspects of change

Correct Answer: C

- (Exam Topic 3)
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

1. A. Service providers are able to respond more quickly to customer needs
2. B. Bottlenecks in the service provider's workflow are identified.
3. C. The complexities of the service provider's IT systems are identified.
4. D. The service provider gains a better understanding of the customer experience.

Correct Answer: A

- (Exam Topic 2)
What is used to link activities within the service value chain?

1. A. Service level agreements
2. B. Inputs, outputs and triggers
3. C. Opportunity, demand and value
4. D. Service desk

Correct Answer: C