- (Exam Topic 3)
What is the MOST important reason for prioritizing incidents?

1. A. To ensure that user expectations are realistic
2. B. To ensure that incidents with highest impact are resolved first
3. C. To help information-sharing are learning
4. D. To provide links to related changes and known errors

Correct Answer: B

- (Exam Topic 3)
Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?

1. A. Understanding the organization’s vision
2. B. Understanding stakeholder needs
3. C. Meeting stakeholder expectations
4. D. Ensuring service components are available

Correct Answer: C
The purpose of 'obtain/build' value chain activity is "to ensure that service components are available when and where they are needed, and meet agreed specifications." Service components for 'deliver and support' and service components for design and transition are key outputs of 'obtain/build' value chain activity.

- (Exam Topic 1)
Identify the missing words in the following sentence.
The management of information security incidents usually requires [?].

1. A. Immediate escalation
2. B. Specialist teams
3. C. A separate process
4. D. Third party support

Correct Answer: C

- (Exam Topic 2)
Which are the elements of process control?

1. A. Inputs, outputs and triggers
2. B. Work instructions, procedures and roles
3. C. Resources, capabilities and metrics
4. D. Process owner, policy and objectives

Correct Answer: D

- (Exam Topic 2)
Which helps to streamline the fulfilment of service requests?

1. A. Understanding which service requests can be accomplished with limited approvals
2. B. Creating new workflows for every service request
3. C. Separating requests relating to service failures from the degradation of services
4. D. Eliminating service requests which have complex workflows

Correct Answer: A
Reference: https://www.bmc.com/blogs/itil-service-request-management/