- (Exam Topic 2)
What is defined as a change of state that has significate for the management of an IT service?

1. A. Event
2. B. Incident
3. C. Problem
4. D. Known error

Correct Answer: A

- (Exam Topic 4)
What are the KEY stakeholder groups mat service providers should cooperate with?

1. A. Suppliers
2. B. Customers
3. C. Relationship managers
4. D. Developers

Correct Answer: B
Customers are one of the key stakeholder groups that service providers should cooperate with. Customers are the persons who define the requirements for a service and take responsibility for the outcomes of service consumption1. Customers can be internal or external to the service provider’s organization2. Customers are essential for value co-creation, as they provide feedback, resources, and demand for
services3. References: ITIL Foundation - ITIL 4 Edition, page 5; ITIL® 4 – A Pocket Guide, page 18; [ITI 4 Practice Guide: Customer Relationship Management], page 7.

- (Exam Topic 3)
What is a definition of a problem?

1. A. An unplanned interruption to a service, or reduction in the quality of a service
2. B. A cause, or potential cause, of one or more incidents
3. C. An incident for which a full resolution is not yet available
4. D. Any change of state that has significance for the management of a configuration item (CI)

Correct Answer: B
Reference: https://www.bmc.com/blogs/itil-problem-management/

- (Exam Topic 3)
Which is an example are problem control activity?

1. A. Reviewing incident records to identify trends
2. B. Implementing a technical fix to resolve an issue
3. C. Re-assessing a known error to understand the ongoing impact
4. D. Documenting the steps in a workaround

Correct Answer: D

- (Exam Topic 2)
Which is the CORRECT of the ‘R’ role in a RACI matrix?

1. A. This role ensures that activities are executed correctly
2. B. This role has ownership of the end result
3. C. This role is involved in providing knowledge and input
4. D. This role ensures the flow of information to stakeholders

Correct Answer: B