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Which practice recommends the use of event-based surveys to gather feedback from customers?

A. Service level management

B. Change control

C. Service request management

D. Problem management

Answer: A

Which can act as an operating model for an organization?

A. The four dimensions of service management

B. The service value chain

C. The ITIL guiding principles

D. Continual improvement

Answer: B

Which is handled as a service request?

A. An investigation to identify the cause of an incident

B. A compliment about an IT support team

C. The failure of an IT service

D. An emergency change to implement a security patch

Answer: B

Which activity is part of the 'continual improvement' practice?

A. Identifying the cause of incidents and recommending related improvements

B. Authorizing changes to implement improvements

C. Logging and managing incidents that result in improvement opportunities

D. Making business cases for improvement action

Answer: D

Which is a purpose of release management?

A. To protect the organization's information

B. To handle user-initiated service requests

C. To make new and changed services available for use

D. To move hardware and software to live environments

Answer: C

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