Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

• A.Problem management
• B.Continual improvement
• C.Service desk
• D.Change control

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Which TWO are important aspects of the 'service request management' practice?
1. Standardization and automation
2. Providing a variety of channels for access
3. Establishing a shared view of targets
4. Policies for approvals

• A.2 and 3
• B.3 and 4
• C.1 and 2
• D.1 and 4

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What is the MOST important reason for prioritizing incidents?

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

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Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

• A.Progress iteratively with feedback
• B.Start where you are
• C.Focus on value
• D.Collaborate and promote visibility

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What is the expected outcome from using a service value chain?

• A.Customer engagement
• B.Service value streams
• C.The application of practices
• D.Value realization

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