Which practice establishes a channel between the service provider and its users?

• A.Relationship management
• B.Change enablement
• C.Supplier management
• D.Service desk

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What are guiding principles?

• A.A description of one or more services that help address the needs of a target consumer group
• B.A set of specialized organizational capabilities for enabling value for customers
• C.Recommendations that help an organization when adopting a service management approach
• D.A set of interconnected activities that help an organization deliver a valuable service

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How should the workflow for a new service request be designed?

• A.Use different workflows for each type of service request
• B.Avoid workflows for simple service requests
• C.Use a single workflow for all types of service request
• D.Leverage existing workflows whenever possible

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Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

• A.Start where you are
• B.Focus on value
• C.Progress iteratively with feedback
• D.Keep is simple and practical

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Which activity is part of the 'continual improvement' practice?

• A.Identifying and logging opportunities
• B.Delivering tactical and operational engagement with customers
• C.Providing a clear path for users to report issues, queries, and requests
• D.Populating and maintaining the asset register

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