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7. B
A. Incorrect. This is step 4 of the principle 'optimize and automate': "Ensure the optimization
has the appropriate level of stakeholder engagement and commitment."
B. Correct. The first step of the principle 'optimize and automate' is: "Understand and agree the
context in which the proposed optimization exists. This includes agreeing the overall vision and
objectives of the organization."
C. Incorrect. This is step 2 of the principle 'optimize and automate': "Assess the current state of
the proposed optimization. This will help to understand where it can be improved and which
improvement opportunities are likely to produce the biggest positive impact."
D. Incorrect. This is step 3 of the principle 'optimize and automate': "Agree what the future
state and priorities of the organization should be, focusing on simplification and value. This
typically also includes standardization of practices and services, which will make it easier to
automate or optimize further at a later point."
8. C
A. Incorrect. The 'focus on value' guiding principle guides an organization to consider the needs
of the service consumer. It cannot ensure that the organization continually co-creates value
with all stakeholders.
B. Incorrect. The four dimensions "represent perspectives which are relevant to the whole SVS,
including the entirety of the service value chain and all ITIL practices." They do not ensure that
the organization continually co-creates value with all stakeholders.
C. Correct. "The purpose of the SVS is to ensure that the organization continually co-creates
value with all stakeholders through the use and management of products and services."
D. Incorrect. The purpose of the 'service request management' practice is to "support the
agreed quality of a service by handling all pre-defined, user-initiated service requests in an
effective and user-friendly manner." It doesn't ensure that the organization continually co-
creates value with all stakeholders.
9. B
A. Incorrect. "The purpose of the change enablement practice is to maximize the number of
successful service and product changes by ensuring that risks have been properly assessed,
authorizing changes to proceed, and managing the change schedule.”
B. Correct. "The purpose of the service request management practice is to support the agreed
quality of a service by handling all pre-defined, user-initiated service requests in an effective
and user-friendly manner," and "Each service request may include one or more of the following:
... feedback, compliments, and complaints (for example, complaints about a new interface or
compliments to a support team)."
C. Incorrect. "The purpose of the problem management practice is to reduce the likelihood and
impact of incidents by identifying actual and potential causes of incidents, and managing
workarounds and known errors."
D. Incorrect. "The purpose of the incident management practice is to minimize the negative
impact of incidents by restoring normal service operation as quickly as possible."