Which practice provides support for managing feedback, compliments and complaints from users?

• A.Problem management
• B.Service request management
• C.Incident management
• D.Change control

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Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

• A.Continual improvement
• B.Service request management
• C.Problem management
• D.Incident management

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Which of the following should IT service continuity strategy be based on?
1. Design of the service metrics
2. Business continuity strategy
3. Business impact analysis (BIA)
4. Risk assessment

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

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Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

• A.Start where you are
• B.Collaborate and promote visibility
• C.Keep it simple and practical
• D.Optimize and automate

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Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

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

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