In which TWO situations should the ITIL guiding principles be considered?
1. In every initiative
2. In relationships with all stakeholders
3. Only in specific initiatives where the principle is relevant
4. Only in specific stakeholder relationships where the principle is relevant

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

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How can a service consumer contnbute to the reduction of nsk?

• A.By fully understanding then own requirements for the service
• B.By providing the service in accordance with requirements
• C.By ensuring that the service provider's resources are correctly configured
• D.By managing the detailed level of risk on behalf of the service provider

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What is recommended by the guiding principle 'progress iteratively with feedback'?

• A.The identification of all interested parts at the start of an improvement initiative
• B.An improvement initiative that is broken into a number of manageable sections
• C.A current state assessment that is carried out at the start of an improvement initiative
• D.An assessment of how all the parts of an organization will affect an improvement initiative

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Which term is used to describe the prediction and control of income and expenditure within an organization?

• A.Accounting
• B.Charging
• C.Governance
• D.Budgeting

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What impact does automation have on a service desk?

• A.Less low level work and a greater ability to focus on user experience
• B.Ability to work from multiple locations, geographically dispersed
• C.Ability to work from a single centralised location
• D.Increased phone contact and a reduced ability to focus on user experience

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