A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

• A.costs
• B.risks
• C.outcomes
• D.outputs

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Which practice needs people who understand complex systems and have creative and analytical skills?

• A.Problem management
• B.Service level management
• C.Change enablement
• D.Service request management

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Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

• A.Organizations and people
• B.Information and technology
• C.Value streams and processes
  Value streams and processes focus mainly on those areas which ensure integration and coordination of various actions and parts which contribute towards better value creation for the organization. This dimension is more concerned about the way the organization has organized the activities or processes and how it enables and ensures the value creation across all stakeholders.
  https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-four-dimensions-it-service-management
• D.Partners and suppliers

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Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost
effectiveness?

• A.Continual service improvement
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• B.Service transition
• C.Service strategy
• D.Service operation

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Which TWO BEST describe the guiding principles?
* Short term
* Standards
* Recommendations
* Long-term

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

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