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Question 1

Which practice performs reviews to ensure that services continue to meet the needs of the customers?

Options :

A : Monitoring and event management

B : Service level management

C : Change enablement

D : Service desk

Answer: B

Question 2

What are the ITIL guiding principles used for?

Options :

A : To help an organization make good decisions

B : To direct and control an organization

C : To identify activities that an organization must perform in order to deliver a valuable service

D : To ensure that an organization-s performance continually meets stakeholders' expectations

Answer: A

Question 3

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

Options :

A : Service request management

B : Problem management

C : Change control

D : Service level management

Answer: B

Question 4

How does 'service request management' contribute to the 'improve' value chain activity?

Options :

A : It ensures that users continue to be productive when they need assistance from the service provider

B : It collects user-specific requirements, sets expectations, and provides status updates

C : It analyzes data to identify opportunities to provide new service request options

D : It acquires pre-approved service components to help fulfill service requests

Answer: C

Question 5

What considerations influence the supplier strategy of an organization?

Options :

A : Contracts and agreements

B : Type of cooperation with suppliers

C : Corporate culture of the organization

D : Level of formality

Answer: C