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Which service level metrics are BEST for measuring user experience?
A. Single system-based metrics
B. Metrics for the percentage of uptime of a service
C. Operational metrics
D. Metrics linked to defined outcomes
Answer: D

Which practice coordinates the classification, ownership and communication of service requests and incidents?
A. Supplier management
B. Service desk
C. Problem management
D. Relationship management
Answer: B

Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
A. Change control
B. Continual improvement
C. Problem management
D. Service desk
Answer: C

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
A. Progress iteratively with feedback
B. Keep is simple and practical
C. Start where you are
D. Focus on value
Answer: C

Which practice has a purpose that includes ensuring that risks have been properly assessed?
A. Service configuration management
B. Problem management
C. Service level management
D. Change control
Answer: D

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