Which guiding principle recommends standardizing and streamlining manual tasks?

• A.Collaborate and promote visibility
• B.Think and work holistically
• C.Focus on value
• D.Optimize and automate

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Which of these should be logged and managed as a problem?

• A.A user requests delivery of a laptop
• B.A monitoring tool detects a change of state for a service
• C.Trend analysis shows a large number of similar incidents
• D.'Continual improvement' needs to prioritize an improvement opportunity

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Which term is used to describe the prediction and control of income and expenditure within an organization?

• A.Charging
• B.Accounting
• C.Governance
• D.Budgeting

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Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

• A.Centralized
• B.Local
• C.Outsourced
• D.Virtual

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What helps diagnose and resolve a simple incident?

• A.Rapid escalation
• B.The use of scripts
• C.Formation of a temporary team
• D.Problem prioritization

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