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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

Which statement about emergency changes is CORRECT? 
A. The testing of emergency can be eliminated in order to implement the change quickly 
B. The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly 
C. Emergency changes should be authorized and implemented as service requests 
D. Emergency changes must be fully documented before authorization and implementation 
Answer: B

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 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

What is warranty? 
A. Assurance that a product or service will meet agreed requirements 
B. The amount of money spent on a specific activity or resource 
C. The functionality offered by a product or service to meet a particular need 
D. The perceived benefits, usefulness and importance of something 
Answer: A

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