A. It focuses on the service actions performed by users

B. It requires the service consumer to create resources for the service provider

C. It requires co-operation of both the service provider and service consumer

D. It focuses on the fulfilment of the agreed service actions

A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives

B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

C. A tangible or intangible deliverable of an activity

D. Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings

A. To protect the information needed by the organization to conduct its business

B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

C. To align the organization’s practices and services with changing business needs through the ongoingidentification and improvement of services

D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

A. Customer portfolio, service catalogue and retired services

B. Customer portfolio, configuration management system and service catalogue

C. Service pipeline, service catalogue and retired services

D. Service pipeline, configuration management system and service catalogue

A. To produce service design packages and ensure they are handed over to service transition

B. To assess and evaluate all changes and their impact on service designs

C. To document the initial structure and relationship between services and customers

D. To gather and document new service level requirements from the customer

A. The ITIL service value system

B. The ITIL guiding principles

C. The four dimensions of service management

D. A service relationship