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QUESTION 1

- (Exam Topic 3)
Which practice has a strong influence on the user experience and perception of the service provider?

Correct Answer: C

QUESTION 2

- (Exam Topic 3)
What can be described as an operating model for the creating and management of products and services?

Correct Answer: B
Reference:
https://www.thinkhdi.com/library/supportworld/2019/evolution-itil-new-operating-model-itil-4.aspx

QUESTION 3

- (Exam Topic 2)
What is the purpose of the ‘incident management’ practice?

Correct Answer: A

QUESTION 4

- (Exam Topic 4)
What is included in the purpose of the 'release management' practice?

Correct Answer: B
The purpose of the release management practice is to make new and changed services and features available for use.
Release: A version of a service or other configuration item, or a collection of configuration items, that is made available for use.
https://wiki.process-symphony.com.au/framework/lifecycle/process/release-management-itil-4/

QUESTION 5

- (Exam Topic 4)
Which is included in the purpose of the 'improve' value chain activity?

Correct Answer: A
The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
https://wiki.process-symphony.com.au/framework/lifecycle/service-value-systemitil-4/#:~:text=The%20purpose