What type of change is MOST likely to be managed as a service request?

• A.A normal change
• B.A standard change
• C.An emergency change
• D.An organizational change

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Which does the ITIL service value system discourage?

• A.Coordinated authorities and responsibilities
• B.Organizational silos
• C.Interfaces among practices
• D.Organizational agility

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In which TWO situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant

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

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Which describes a 'change authority'?

• A.A person who approves a change
• B.A tool used to help changes
• C.A way to manage the people aspects of change
• D.A model used to determine who will assess a change

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

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

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