Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

Which describes a 'change authority'?

Which is NOT a component of the service value system?

Which dimension considers data security and privacy?

Which statement about outputs is CORRECT?

Which practice has a strong influence on the user experience and perception of the service provider?

Which statement about service relationship management is CORRECT?

What is the MOST important reason for prioritizing incidents? 

Which 'service level management' activity helps staff to deliver a more business-focused service? 

How are target resolution times used in the 'incident management' practice?

Why should some service requests be fulfilled with no additional approvals?

What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

Which gives a user access to a system?

Which statement about managing incidents is CORRECT?

Which statement about the service value chain is CORRECT?

What describes how components and activities work together to facilitate value creation?

Which practice involves the management of vulnerabilities that were not identified before the service went live?

Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?

Which ITIL practice recommends performing service reviews to ensure that services continue to meet the needs of the organization?

What should be considered as part of the 'partners and suppliers' dimension?

Which practice makes new services available for use?

Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

Which guiding principle considers the importance of customer loyalty?

Which is a recommendation of the guiding principle 'think and work holistically'?

Which statement about 'continual improvement' is CORRECT?

What impact does automation have on a service desk?

Identify the missing word(s) in the following sentence:
The service desk should be the entry point and single point of contact for the [?] with all of its users.

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

Which is a result of applying the guiding principle 'progress iteratively with feedback'?

What can be used to determine if a service is 'fit for purpose'?

In service relationships, what is a benefit of identifying consumer roles?

Which is an external input to the service value chain?

What term is used to describe whether a service will meet availability, capacity and security requirements?

What is the purpose of the 'incident management' practice?

What is defined as an unplanned interruption or reduction in the quality of a service?

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

What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

What varies in size and complexity, and uses functions to achieve its objectives?

Which practice ensures that any addition, modification, or removal of anything that could have an effect on services is assessed and authorized?

Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

Which will help solve incidents more quickly?

When is the earliest that a workaround can be documented in 'problem management'?

Which is an activity of the 'problem management' practice?

Which practice is MOST likely to benefit from the use of chatbots?

Where are the details of the required performance outcomes of a service defined?

Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?

Which two practices interact the MOST with the service desk practice?