- (Exam Topic 2)
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

1. A. Focus on value
2. B. Collaborate and promote visibility
3. C. Think and work holistically
4. D. Keep it simple and practical

Correct Answer: B

- (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

- (Exam Topic 3)
Which Practice includes management of workarounds and known errors?

1. A. Monitoring and event management
2. B. Service configuration management
3. C. Problem management
4. D. Incident management

Correct Answer: C
What is problem management?
The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problems are related to incidents, but it is important to differentiate them in the way they are managed:
Incidents have an impact on users or business processes, and must be resolved so that normal business activity can take place.
Problems are the causes of incidents therefore they require investigation and analysis to identify the causes, develop workarounds, and recommend longer-term resolution. This reduces the number and impact of future incidents.

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

1. A. Reduces the likelihood and impact of incidents
2. B. Ensures services are restored as soon as possible
3. C. Helps direct the incident to the correct support area
4. D. Determines how the service provider is perceived

Correct Answer: A

- (Exam Topic 3)
Which statement about change authorities is CORRECT?

1. A. Change authorities are only required for authorizing emergency changes
2. B. Change authorities are assigned when each change is deployed
3. C. Change authorities are only required for authorizing normal changes
4. D. Change authorities are assigned for each type of change and change model

Correct Answer: D