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

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What varies in size and complexity, and uses functions to achieve its objectives?

• A.A risk
• B.A practice
• C.An organization
• D.An outcome

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Which guiding principle considers the importance of customer loyalty?

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

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

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How does information about problems and known errors contribute to 'incident management'?

• A.It removes the need for collaboration during incident resolution
• B.It enables quick and efficient diagnosis of incidents
• C.It removes the need for regular customer updates
• D.It enables the reassessment of known erros

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