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What is the CORRECT order for the three phases of problem management?
A. Problem identification, problem control error control
B. Error control, problem control, problem identification
C. Problem identification, error control, problem control
D. Problem control, error control, problem identification
Answer: A

What is included in the purpose of the IT asset management practice?
A. Making new and changed assets available for use
B. Supporting decision-making about the purchase, re-use, retirement, and disposal of assets
C. Providing information on how assets are configured and the relationships between them
D. Moving assets to live or other environments for testing or staging
Answer: B

Which guiding principle recommends using ideas from ITIL, Lean, Dev Ops, Kanban, and other sources to help drive improvements?
A. Focus on value
B. Start where you are
C. Think and work holistically
D. Optimize and automate
Answer: D

Why and how is a user MOST LIKELY to contact the service desk?
A. To discuss the cause of an incident via a phone call
B. To request access to a resource via a self-service portal
C. To authorize an emergency change via live chat
D. To report a problem using a mobile app
Answer: A

Which component is focused on the activities needed by an organization to help it co-create value?
A. Practices
B. Continual improvement
C. Service value chain
D. Guiding principles
Answer: C

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