Which guiding principle considers the importance of customer loyalty?

• A.Start where you are
• B.Progress iteratively with feedback
• C.Optimize and automate
• D.Focus on value

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What is defined as any component that needs to be managed in order to deliver an IT service?

• A.An incident
• B.An IT asset
• C.A service request
• D.A configuration item (CI)

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When should a change request be submitted to resolve a problem?

• A.As soon as the analysis of cost, risks and benefits justifies the change
• B.As soon as a workaround for the problem has been identified
• C.As soon as the analysis of the frequency and impact of incidents justifies the change
• D.As soon as a solution for the problem has been identified

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Which is handled as a service request?

• A.An emergency change to implement a security patch
• B.An investigation to identify the cause of an incident
• C.The failure of an IT service
• D.A compliment about an IT support team

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Which dimension considers how knowledge assets should be protected?

• A.Organizations and people
• B.Value streams and processes
• C.Partners and suppliers
• D.Information and technology

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