Which statement about service offerings is CORRECT?


A. The same product can be used as a basis for more than one service offering
B. Service offerings include the transfer of goods from the consumer to the provider
C. Service offerings describe service actions performed by users
D. Each service should be described to consumers as a single service offering

Which practice has a purpose that includes managing authentication and non-repudiation?


A. Information security management
B. Change enablement
C. Service configuration management
D. IT asset management

Which practice nurtures links with stakeholders at strategic and tactical levels?


A. Supplier management
B. Relationship management
C. Service desk
D. Service level management

Which is an activity in the 'problem control' phase of problem management?


A. Re-assessing a known error to manage the ongoing impact
B. Implementing a technical fix to resolve an issue
C. Documenting the steps in a workaround
D. Reviewing incident records to identify trends

Which guiding principle recommends using ideas from ITIL, Lean, DevOps, Kanban, and other sources to help
drive improvements?


A. Optimize and automate
B. Think and work holistically
C. Start where you are
D. Focus on value

Which statement about value streams is CORRECT?


A. Each value stream must include all six value chain activities
B. Each value stream must include suppliers or partners
C. Each value stream must be designed for a specific scenario
D. Each value stream must include all 34 ITIL practices

When using the `continual improvement model', which information should be produced by an organization in
order to understand where the organization is now?


A. Business objectives
B. Improvement plans
C. Assessment results
D. Measurable targets

What is the customer of a service responsible for?


A. Defining the requirements for the service
B. Provisioning the service
C. Using the service
D. Authorizing the budget for the service

Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?


A. Service request management
B. Continual improvement
C. Problem management
D. Service desk

Which practice has a purpose that includes the management of financially valuable components that can
contribute to the delivery of an IT service?


A. Service configuration management
B. IT asset management
C. Change enablement
D. Deployment management