Which does the ITIL service value system discourage?

• A.Coordinated authorities and responsibilities
• B.Organizational silos
• C.Interfaces among practices
• D.Organizational agility

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What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.

• A.Problem analyst
• B.Change authority
• C.Service level manager
• D.Service desk agent

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Which describes normal changes?

• A.Changes that are low-risk and pre-authorized
• B.Changes that need to be scheduled and assessed following a process
• C.Changes that are typically initiated as service requests
• D.Changes that must be implemented as soon as possible

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Which two are considered part of the 'organizations and people' dimension of service management?
1. Systems of authority
2. Culture
3. Relationships between organizations
4. Workflows

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

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What is a definition of a service improvement plan (SIP)?

• A.A formal plan to implement improvements to a customer's business processes
• B.An input from availability management to service level management, detailing the service design plan
• C.A formal plan to implement improvements to a service or process
• D.An input from financial management for IT services to service level management, detailing the budget plan

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