Which is a purpose of the 'service desk' practice?

• A.To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
• B.To support the agreed quality of a service by handling all pre-defined, user-initiated service requests
• C.To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
• D.To be the entry point and single point of contact for the service provider with all of its users

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How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions

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

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Which dimension considers how knowledge assets should be protected?

• A.Information and technology
• B.Partners and suppliers
• C.Value streams and processes
• D.Organizations and people

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Which is a low risk change that has been pre-approved so that no additional authorization is needed?

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

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What are the ITIL guiding principles used for?

• A.To help an organization make good decisions
• B.To direct and control an organization
• C.To identify activities that an organization must perform in order to deliver a valuable service
• D.To ensure that an organization's performance continually meets stakeholders' expectations

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