Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

• A.Change control
• B.Problem management
• C.Service desk
• D.Continual improvement

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

• A.It enables effective stakeholder management
• B.It enables a common definition of value
• C.It provides shared service expectations
• D.It removes constraints from the customer

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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

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Which practice establishes a channel between the service provider and its users?

• A.Service desk
• B.Change enablement
• C.Relationship management
• D.Supplier management

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What is an incident?

• A.A service interruption resolved by the use of self-help tools
• B.A possible future event that could cause harm
• C.The planned removal of an item that might affect a service
• D.A result enabled by one or more outputs

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