- (Exam Topic 4)
Which is part of the value proposition of a service?

1. A. Costs removed from the consumer by the service
2. B. Costs imposed on the consumer by the service
3. C. Outputs of the service received by the consumer
4. D. Risks imposed on the consumer by the service

Correct Answer: A
Costs are the amount of money spent on a specific activity or resource. From the service consumer’s perspective, there are two types of cost involved in service relationships:
Costs removed from the consumer by the service (a part of the value proposition). For example, for a car sharing service, the customer does not pay for the actual cost of purchasing the car.
https://www.bmc.com/blogs/itil-key-concepts-service-management/

- (Exam Topic 2)
Which describes the utility of a service?

1. A. A service that is fit for use
2. B. A service that meets its service level targets
3. C. A service that increases constraints on the consumer
4. D. A service that supports the performance of the consumer

Correct Answer: D

- (Exam Topic 2)
Which process works with incident management to ensure that security breaches are detected and logged?

1. A. Change management
2. B. Service level management
3. C. Access management
4. D. Continual service improvement

Correct Answer: C

- (Exam Topic 3)
Which guiding principle discourages 'silo activity'?

1. A. Focus on value
2. B. Start where you are
3. C. Collaborate and promote visibility
4. D. Keep it simple and practical

Correct Answer: C

- (Exam Topic 3)
Which statement about the ‘service request management’ practice is CORRECT?

1. A. Service requests are fulfilled using simple workflows
2. B. A new workflow is created for each type of request
3. C. Additional approval is sometimes needed for restoration of service
4. D. Financial authorization is sometimes required for service requests

Correct Answer: A