Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

• A.Collaborate and promote visibility
• B.Start where you are
• C.Think and work holistically
• D.Progress iteratively with feedback

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What are the ITIL guiding principles used for?

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

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What is a definition of a problem?

• A.An unplanned interruption to a service, or reduction in the quality of a service
• B.A cause, or potential cause, of one or more incidents
• C.An incident for which a full resolution is not yet available
• D.Any change of state that has significance for the management of a configuration item (CI)

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Which dimension includes the knowledge needed for the management of services?

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

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What is the primary focus of business capacity management?

• A.Review of all capacity supplier agreements and underpinning contracts with supplier management
• B.Management, control and prediction of the end-to-end performance and capacity of the live, operational IT
  services
• C.Management, control and prediction of the performance, utilization and capacity of individual elements of
  IT technology
• D.Future business requirements for IT services are quantified, designed, planned and implemented in a
  timely fashion

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