Identify the missing word in the following sentence:
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services.


A. problem
B. risk
C. change
D. configuration item

Which costs are included in the value proposition of a service?


A. Additional expense that the service consumer has because they are using the service
B. Money that the service consumer no longer needs to spend because they are using the service
C. Tangible or intangible results for the service consumer because they are using the service
D. The benefits, usefulness, and importance of the service that are perceived by the service consumer

Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?


A. Service providers are able to respond more quickly to customer needs
B. Bottlenecks in the service provider's workflow are identified
C. The complexities of the service provider's IT systems are identified
D. The service provider gains a better understanding of the customer experience

Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?


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

Which dimension considers the application of artificial intelligence to service management?


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

Which practice facilitates operational communication between the service provider organization and users in
the service consumer organization?


A. Service level management
B. Relationship management
C. Service desk
D. Monitoring and event management

What is included in the purpose of the `relationship management' practice?


A. Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders
B. Setting clear business-based targets so that the delivery of a service can be properly assessed
C. Creating collaborative relationships with key suppliers to uncover and realize new value
D. Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

Which guiding principle discourages 'silo activity'?


A. Focus on value
B. Start where you are
C. Collaborate and promote visibility
D. Keep it simple and practical

What is the MAIN benefit of 'problem management'?


A. Restoring normal service as quickly as possible
B. Reducing the number and impact of incidents
C. Maximizing the number of successful changes
D. Managing workarounds and known errors

Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific
circumstances?


A. Continual improvement
B. Service value chain
C. Practices
D. Guiding principles