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

• A.An organization
• B.A risk
• C.A practice
• D.An outcome

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Which statement about value creating activities is CORRECT?

• A.A value stream is an operating model for creating value through products and services
• B.Each value stream should be designed with a specific combination of service value chain activities
• C.Service value chain activities have pre-determined dependencies on ITIL practices
• D.Organizations should ensure that each value stream is applicable to many scenarios

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Which role approves the cost of services?

• A.Sponsor
• B.Customer
• C.User
• D.Change authority

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

• A.To support the agreed service quality by effective handling of all agreed user-initiated service requests
• B.To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
• C.To capture demand for incident resolution and service requests
• D.To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

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

• A.Service level management
• B.Service desk
• C.Service request management
• D.Service configuration management

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