ITIL 4 Foundation Final Exam 120 Questions PDF

**ITIL 4 foundation final exam 120 questions** 1. Which statement about \'continual improvement\' is CORRECT? A. All improvement ideas should be logged in a single \'continual improvement register\' B. A single team should carry out \'continual improvement\' across the organization C. Continual...

**ITIL 4 foundation final exam 120 questions** 1. Which statement about \'continual improvement\' is CORRECT? A. All improvement ideas should be logged in a single \'continual improvement register\' B. A single team should carry out \'continual improvement\' across the organization C. Continual improvement\' should have minimal interaction with other practices **D. Everyone in the organization is responsible for some aspects of \'continual improvement** 2. Which step of the continual improvement model includes baseline assessments? A. Did we get there? **B. Where are we now?** C. What is the vision? D. Where do we want to be? 3. Which describes a \'change authority\'? A. A model used to determine who will assess a change **B. A person who approves a change** C. A tool used to help plan changes D. A way to manage the people aspects of change 4. Which is NOT a component of the service value system? A. The service value chain **B. Opportunity and demand** C. Continual improvement D. Governance 5. Which dimension considers data security and privacy? A. Organizations and people B. **Information and technology** C. Partners and suppliers D. Value streams and processes 6. Which describes the utility of a service? A. A service that is fit for use B. A service that meets its service level targets C. A service that increases constraints on the consumer D. **A service that supports the performance of the consumer** 7. Which practice has a strong influence on the user experience and perception of the service ID provider? A. **Service desk** B. Change enablement C. Service level management D. Supplier management 8. Which statement about service relationship management is CORRECT? 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 9. What is the MOST important reason for prioritizing incidents? A. To ensure that user expectations are realistic B. **To ensure that incidents with highest impact are resolved first** C. To help information-sharing and learning D. To provide links to related changes and known errors 10. Which \'service level management\' activity helps staff to deliver a more business-focused service? A. Creating targets based on the percentage of uptime of a service B. **Understanding the ongoing requirements of customers** C. Using complex technical terminology in service level agreements (SLAs) D. Measuring low-level operational activities 11. Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service? A. **Service request management** B. Service configuration management C. Deployment management D. Change enablement 12. What is defined as an unplanned interruption or reduction in the quality of a service? A. **An incident** B. A problem C. A change D. An event 13. Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation? A. Progress iteratively with feedback B. Collaborate and promote visibility C. Think and work holistically D. **Keep it simple and practical** 14. What is the purpose of the \'monitoring and event management\' practice? A. To restore normal service operation as quickly as possible B. To manage workarounds and known errors C. To capture demand for incident resolution and service requests D. **To systematically observe services and service components** 15. Which statement about outcomes is CORRECT? A. **Outcomes rely on outputs to deliver results for a stakeholder** B. Outcomes use activities to produce tangible or intangible deliverables C. Outcomes give service consumers assurance of products or services D. Outcomes help a service consumer to assess the cost of a specific activity 16. Which skill is required by the \'service level management practice? A. **Supplier management** B. Technical expertise C. Event monitoring D. Problem management 17. Which statement about the \'continual improvement model\' is CORRECT? A. Organizations should work through the steps of the model in the sequence in which they are presented B. **The flow of the model helps organizations to link improvements to its goals** C. The model is applicable to only certain parts of the service value system D. Organizations should use an additional model or method to link improvements to customer value 18. What is the definition of warranty? A. A means of identifying events that could cause harm or loss B. A means of determining whether a service is fit for purpose C. A means of identifying a result for a stakeholder D. **A means of determining whether a service is fit for use** 19. Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability? A. Change enablement B. Problem management C. **Information security management** D. Service configuration management 20. Which will NOT be handled as a service request? A. **The degradation of a service** B. The replacement of a toner cartridge C. The provision of a laptop D. A complaint about a support team 21. What is a user? A. The role that directs and controls an organization B. **The role that uses services** C. The role that authorizes budget for service consumptio... D. The role that defines the requirements for a service 22. What is the definition of \'service management? A. **A set of specialized organizational capabilities for enabling value for customers in the form of services** B. A result for a stakehplder enabled by one or more outputs C. A formal description of one or more services, designed to address the needs of a target consumer group D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation 23. Which of the following terms is more suitable to describe the functionality of a service? A. Output B. Outcome C. **Utility** D. Warranty 24. Which of the following statements about \'outcomes\' is TRUE? A. The delivery of products to a stakeholder is enabled by outcomes B. The level of expenses regarding a technology for a service is defined by an outcome C. **An outcome depends on at least one output to deliver a result** D. Outcomes provide assurance to stakeholders regarding the performance of a service 25. What ensures that service providers and service consumers continue to create value together? A. Service consumption B. Service offerings C. Service level management D. **Service relationship management** 26. Which ITIL concept helps an organization to make good decisions? A. Four dimensions of service management B. **Guiding principles** C. Service value chain D. Practices 27. A good way to apply the ITIL guiding principle \'focus on value\' is to: A. **Understand why services are used by service consumers** B. Understand the whole, but do something C. Be aware of system complexity D. Do less tasks but in a better way with higher quality 28. What are the KEY stakeholder groups that service providers should cooperate with? A. Suppliers B. **Customers** C. Relationship managers D. Developers 29. A good way to apply the ITIL guiding principle \'keep it simple and practical\' is to: A. Communicate so that the audience will hear B. Re-use nothing from, the current state C. **Adopt a practice which is easy to follow** D. Understand that fast does not mean incomplete 30. Which activity is NOT recommended by the \'start where you are\' guiding principle? A. Involving people who are not familiar with a service when observing and assessing its activities B. Applying risk management when considering to introduce new processes C. Using source data to avoid any unintentional data distortion found in reports D. **Discarding existing processes before assessing their usefulness** 31. Which is recommended as part of the \'progress iteratively with feedback\' guiding principle? A. Prohibit changes to plans after they have been finalized B. Analyse the whole situation in detail before taking any action C. Reduce the number of steps that produce tangible results D. **Organize work into small manageable units** 32. When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing? A. Organizations and people B. Information and technology C. **Partners and suppliers** D. Value streams and processes 33. Which of the four dimensions focuses on roles, responsibilities, and systems of authority? A. **Organizations and people** B. Information and technology C. Partners and suppliers D. Value streams and processes 34. Which is an input to the service value system? A. The system of directing and controlling an organization B. Recommendations to help an organization in all aspects of its work C. A model to help meet stakeholders\' expectations D. **A need from consumers for new or changed services** 35. Which service value chain activity relates with buying new products? A. Engage B. **Obtain/build** C. Plan D. Improve 36. Which of the following statements is included in the \'improve\' value chain activity\'s purpose? A. **Ensure the continual improvement of practices across all value chain activities** B. Ensure services continually meet expectations for quality, costs, and time to market C. Ensure a shared understanding of the improvement direction for services across the organization D. Ensure continual engagement and good relationships with all stakeholders 37. Which statement about the purpose of the Monitoring and event management practice is TRUE? A. Minimize the negative impact of incidents by restoring normal service operation as quickly as possible B. Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner C. **Systematically observe services and service components, and record and report selected changes of state identified as events** D. Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule 38. Which practice has a purpose that involves creating closer, more collaborative relationships? A. **Supplier management** B. Information security management C. Release management D. Service configuration management 39. Identify the missing word in the following sentence. The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of \[?), and the Cis that support them, is available when and where it is needed, A. organizations B. outcomes C. IT assets D. **services** 40. Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service? A. Deployment management B. Service configuration management C. Change enablement D. **IT asset management** 41. Which facilitates outcomes that customers want to achieve? A. **Service** B. Warranty C. Organization D. IT asset 42. What is the customer of a service responsible for? A. **Defining the requirements for the service** B. Authorizing the budget for the service C. Using the service D. Provisioning the service 43. What is the value of a service? A. **The benefits, usefulness, or importance of the service, as perceived by the stakeholders** B. The amount of money that is created or saved for the service consumers by using the service C. A tangible or intangible deliverable of the service D. A result for a stakeholder enabled by the outputs of the service 44. How can service consumers contribute to risk mitigation? A. Through the provision of services according to predefined needs B. By ensuring that the service provider has configured correctly its resources C. **By being fully aware of their own requirements for the service** D. By controlling the specific level of risk on the service provider\'s behalf 45. What ensures that service providers and service consumers continue to create value together? A. Service consumption B. Service offerings C. Service level management D. **Service relationship management** 46. Which ITIL concept helps an organization to make good decisions? A. Four dimensions of service management B. **Guiding principles** C. Service value chain D. Practices 47. A good way to apply the ITIL guiding principle \'focus on value\' is to: A. **Understand why services are used by service consumers** B. Understand the whole, but do something C. Be aware of system complexity D. Do less tasks but in a better way with higher quality 48. What are the KEY stakeholder groups that service providers should cooperate with? A. Suppliers B. Customers C. Relationship managers D. Developers 49. Which of the following guiding principles proposes the elimination of unnecessary work? A. **Keep it simple and practical** B. Think and work holistically C. Start where you are D. Progress iteratively with feedback 50. Identify the missing word in the following sentence. An organization which is undertaking an improvement initiative should \[?\] the existing methods and services when building for the future. A. **Consider** B. Re-use C. Discard D. Improve 51. When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances? A. Minimum viable product B. **Feedback loop** C. Analysis paralysis D. Direct observation 52. Which is described by the \'organizations and people\' dimension of service management? A. Workflows and controls B. **Communication and collaboration** C. Inputs and outputs D. Contracts and agreements 53. Which of the four dimensions contributes MOST to defining activities needed to deliver services? A. Organizations and people B. Information and technology C. Partners and suppliers D. **Value streams and processes** 54. Which component is focused on the activities needed by an organization to help it co-create value? A. **Service value chain** B. Continual improvement C. Guiding principles D. Practices 55. Which statement about the inputs and outputs of the value chain activities is CORRECT? A. Inputs and outputs are fixed for each value chain activity B. Some value chain activities only have inputs, whereas others only have outputs C. **The organization\'s governance will determine the inputs and outputs of each value chain activity** D. Each value chain activity receives inputs and provides outputs 56. Which of the following statements is included in the \'improve\' value chain activity\'s purpose? A. Ensure the continual improvement of practices across all value chain activities B. Ensure services continually meet expectations for quality, costs, and time to market C. **Ensure a shared understanding of the improvement direction for services across the organization** D. Ensure continual engagement and good relationships with all stakeholders 57. Which practice handles all pre-defined user-initiated service actions? A. Deployment management B. Incident management C. Service level management D. **Service request management** 58. Which practice has a purpose that includes managing authentication and non-repudiation? A. **Information security management** B. Change enablement C. Service configuration management D. IT asset management 59. What is included in the purpose of the \'relationship management\' practice? A. Creating collaborative relationships with key suppliers to uncover and realize new value B. Setting clear business-based targets so that the delivery of a service can be properly assessed C. **Identifying, analysing, monitoring, and the continual improvement of relationships with stakeholders** D. Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner 60. What is included in the purpose of the \'release management\' practice? A. Ensuring information about services is available B. Moving new software to live environments C. **Making new features available for use** D. Authorizing changes to proceed 61. Identify the missing word(s) in the following sentence. The service desk should be the entry point and single point of contact for the \[?\] with all of its users. A. Service consumer B. **Service provider** C. Customer D. Supplier 62. Which statement about value creating activities is CORRECT? A. Each value stream should be designed with a specific combination of service value chain activities B. **Service value chain activities have pre-determined dependencies on ITIL practices** C. A value stream is an operating model for creating value through products and services D. Organizations should ensure that each value stream is applicable to many scenarios 63. Which is provided by the \'engage\' value chain activity? A. Ensuring that stakeholder expectations for quality are met B. **Ensuring that stakeholder needs are understood by the organization** C. Ensuring that service components are available when needed D. Ensuring that services are operated to meet agreed specifications 64. Which is part of the \'focus on value\' guiding principle? A. **Understanding what services help the service consumer** B. Reducing the number of steps in the customer experience C. Assessing services to identify parts that can be reused D. Identifying activities that can be achieved in smaller iterations 65. Which is part of the definition of a customer? A. **The role that defines the requirements for a service** B. A means of enabling value co-creation C. The role that authorizes budget for service consumption D. A set of specialized organizational capabilities for enabling value 66. Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system? A. Focus on value B. Start where you are C. **Think and work holistically** D. Keep it simple and practical 67. Identify the missing words in the following sentence. The \'incident management\' practice should maintain (?) for logging and managing incidents. A. a dedicated team B. **a formal process** C. detailed procedures D. a value chain activity 68. An organization asks a stakeholder to review a planned change. Which guiding principle does this demonstrate? A. **Collaborate and promote visibility** B. Start where you are C. Focus on value D. Keep it simple and practical 69. What is the purpose of the \'deployment management\' practice? A. To make new and changed services and features available for use B. **To move new or changed components to live environments** C. To plan and manage the full lifecycle of all IT assets D. To protect the information needed by the organization to conduct its business 70. Which TWO statements about the guiding principles are CORRECT? 1. **The guiding principles support continual improvement** 2. Each guiding principle applies to a selection of the available stakeholder groups 3. Organizations should decide which one of the guiding principles is relevant to them 4. **Organizations should consider how the guiding principles interact with each other** A. 1 and 2 B. 2 and 3 C. 3 and 4 D. **1 and 4** 71. Which statement about change authorities is CORRECT? A. Change authorities are only required for authorizing emergency changes B. Change authorities are assigned when each change is deployed C. Change authorities are only required for authorizing normal changes D. **Change authorities are assigned for each type of change and change model** 72. When is the earliest that a workaround can be documented in \'problem management? A. **After the problem has been logged** B. After the problem has been prioritized C. After the problem has been analysed D. After the problem has been resolved 73. Which is an activity of \'problem identification? A. **Analysing information from software developers** B. Establishing problem workarounds C. Analysing the cause of problems D. Establishing po...rmanent solutions © AXELOS Limited 2020. 74. Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools? A. Service configuration management B. **Service desk** C. Problem management D. Deployment management 75. Which statement about standard changes is CORRECT? A. A full assessment should be completed each time the change is implemented B. The change can be implemented with less testing if necessary C. The appropriate change authority should be assigned to each type of change D. **The change does not require additional authorization** 76. Which TWO are considered part of the \'organizations and people\' dimension of service management? 1. **Systems of authority** 2. **Culture** 3. Relationships between organizations 4. Workflows/activities A. **1 and 2** B. 2 and 3 C. 3 and 4 D. 1 and 4 77. Which guiding principle focuses on reducing costs and human errors? A. Focus on value B. Collaborate and promote visibility C. **Optimize and automate** D. Think and work holistically 78. What is an incident? A. The planned removal of an item that might affect a service B. A result enabled by one or more outputs C. A possible future event that could cause harm D. **A service interruption resolved by the use of self-help tools** 79. Which statement about the \'service request management\' practice is CORRECT? A. Service requests are fulfilled using simple workflows B. A new workflow is created for each type of request C. Additional approval is sometimes needed for restoration of service D. Financial authorization is sometimes required for service requests 80. What is a cause, or potential cause, of one or more incidents? A. **A problem** B. A configuration item C. A workaround D. An incident 81. **Identify the missing word(s) in the following sentence. The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing \[?\] and known errors.** A. events B. changes C. configuration items **D. workarounds** 82. **Which describes an unresolved problem which has been already analysed?\ ** A. A workaround B. An incident **C. A known error** D. A risk 83. **Which term is used to define \"any component that needs to be managed in order to deliver an IT service\"?** **\ ** (1 Point) A. An event B. An IT asset **C. A configuration item** D. A change 84. **Which is the BEST type of resource for investigating complex incidents?\ ** (1 Point) A. Self-help systems **B. Knowledgeable support staff** C. Detailed work instructions D. Disaster recovery plans 85. **Which practice conducts reviews to validate that services are covering the needs of the customer?\ ** (1 Point) A. Monitoring and event management **B. Service level management** C. Change enablement D. Service desk 86. **What is the MOST LIKELY reason that incident management would need a temporary team to work together?\ ** (1 Point) A. To escalate an incident to a supplier or partner B. So users can resolve their own incidents with self-help **C. To resolve a complex or major incident** D. So customers and users are provided with timely updates 87. **Which is an example of a service request?\ ** (1 Point) A. A request for normal operation to be restored B. A request to implement a security patch **C. A request for access to a file** D. A request to investigate the cause of an incident 88. **Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?** (1 Point) **A. Service desk** B. Continual improvement C. Problem management D. Service request management 89. **Which practice needs the right culture to be embedded across the entire organization?\ ** (1 Point) A. Service level management B. Service request management **C. Continual improvement** D. Change enablement 90. **Which term is used to describe removing something that could have an effect on a service?** (1 Point) A. An IT asset B. A problem **C. A change** D. An incident 91. **What is the CORRECT order for the three phases of problem management?\ ** (1 Point) A. Problem control, error control, problem identification B. Error control, problem control, problem identification **C. Problem identification, problem control, error control** D. Problem identification, error control, problem control 92. **What is MOST LIKELY to be handled as a service request?** (1 Point) A. Managing an interruption to a service B. An emergency change to apply a security patch C. The implementation of a workaround **D. Providing a virtual server for a development team** 93. **What is the difference between the \'incident management\' and \'service desk\' practices?** (1 Point) **A. Incident management restores service operation, service desk provides communication with users** B. Incident management resolves complex issues, service desk resolves simpler issues C. Incident management resolves issues, service desk investigates the underlying causes of issues D. Incident management manages interruptions to services, service desk monitors achieved service quality 94. **What is used as a tool to help define and measure performance?** (1 Point) **A. A service level agreement** B. A continual improvement register C. An incident record D. A change schedule 95. **Which of the following statements about change authorization is CORRECT?** (1 Point) A. Every time a standard change is requested a change authority is assigned B. The technician making an emergency change can authorize such changes **C. The change type and model is the basis for assigning the change authority** D. Ensuring that changes are authorized after their deployment is done by the change authority 96. **Which practice guarantees that users have a range of access channels to choose from to report problems?** (1 Point) **A. Service desk** B. Service level management C. Incident management D. Change enablement 97. **Which of the following is a necessity to a successful service level agreement (SLAs)?** (1 Point) **A. The language and terms used in the SLA should be commonly understood by all parties** B. Base the SLA on system-based metrics that are useful to the service provider C. In order to promote consistent service, they should be be carried forward, unchanged, from one year to the next D. Vague targets, such as those related to user experience, should be avoided 98. **Which is the MOST LIKELY way of resolving major incidents?** (1 Point) A. Users establishing a resolution using self-help B. The service desk identifying the cause and a resolution **C. A temporary team working together to identify a resolution** D. A support team following detailed procedures for investigating the incident 99. **Which statement about a \'continual improvement register (CIR)\' is TRUE?** (1 Point) A. Used to help plan changes, assist in communication, avoid conflicts, and assign resources B. Used to select the right method, model or technique for identifying improvements **C. Used to track and manage improvement ideas from identification through to final action** D. Used to provide a formal description of one or more services, designed to address the needs of a target consumer group 100. **A user wants to know how to create a report, so they come into contact with the service desk. Which practice is MOST LIKELY to help with the solution of this issue?** (1 Point) A. Incident management B. Service level management **C. Service request management** D. Change enablement 101. **What is included in the purpose of the \'IT asset management\' practice?\ ** (1 Point) A. Moving assets to live or other environments for testing or staging **B. Supporting decision-making about purchase, re-use, retirement, and disposal of assets** C. Making new and changed assets available for use D. Providing information on how assets are configured and the relationships between them 102. **Which is a financially valuable component that can contribute to the delivery of a service?\ ** (1 Point) A. Configuration item B. Service offering C. Sponsor **D. IT asset** 103. **Identify the missing word(s) in the following sentence. A(n) \[?\] is the cause, or potential cause, of one or more incidents.\ ** A. Known error B. Change C. Event **D. Problem** 104. **service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?\ ** **A. Incident management** B. Problem management C. Change enablement D. Service request management 105. **Which practice conducts reviews to validate that services are covering the needs of the customer?\ ** A. Monitoring and event management **B. Service level management** C. Change enablement D. Service desk 106. **Which of the following is the MOST important for effective incident management?\ ** **A. Collaboration tools and techniques** B. Balanced scorecard review C. Automated pipelines D. A variety of access channels 107. **Which is an example of a service request?** A. A request for normal operation to be restored B. A request to implement a security patch **C. A request for access to a file** D. A request to investigate the cause of an incident 108. **Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?\ ** **A. Service desk** B. Continual improvement C. Problem management D. Service request management 109. **Which practice needs the right culture to be embedded across the entire organization?\ ** (1 Point) A. Service level management B. Service request management **C. Continual improvement** D. Change enablement 110. **Which term is used to describe removing something that could have an effect on a service?\ ** (1 Point) A. An IT asset B. A problem **C. A change** D. An incident 111. **What is the CORRECT order for the three phases of problem management?\ ** (1 Point) A. Problem control, error control, problem identification B. Error control, problem control, problem identification **C. Problem identification, problem control, error control** D. Problem identification, error control, problem control 112. **What is MOST LIKELY to be handled as a service request?\ ** (1 Point) A. Managing an interruption to a service B. An emergency change to apply a security patch C. The implementation of a workaround **D. Providing a virtual server for a development team** 113. **What is the difference between the \'incident management\' and \'service desk\' practices?\ ** (1 Point) **A. Incident management restores service operation, service desk provides communication with users** B. Incident management resolves complex issues, service desk resolves simpler issues C. Incident management resolves issues, service desk investigates the underlying causes of issues D. Incident management manages interruptions to services, service desk monitors achieved service quality 114. **What is used as a tool to help define and measure performance?\ ** (1 Point) **A. A service level agreement** B. A continual improvement register C. An incident record D. A change schedule 115. **Which of the following statements about change authorization is CORRECT?\ ** (1 Point) A. Every time a standard change is requested a change authority is assigned B. The technician making an emergency change can authorize such changes **C. The change type and model is the basis for assigning the change authority** D. Ensuring that changes are authorized after their deployment is done by the change authority 116. **Which practice guarantees that users have a range of access channels to choose from to report problems?\ ** (1 Point) **A. Service desk** B. Service level management C. Incident management D. Change enablement 117. **Which of the following is a necessity to a successful service level agreement (SLAs)?** (1 Point) **A. The language and terms used in the SLA should be commonly understood by all parties** B. Base the SLA on system-based metrics that are useful to the service provider C. In order to promote consistent service, they should be carried forward, unchanged, from one year to the next D. Vague targets, such as those related to user experience, should be avoided 118. **Which is the MOST LIKELY way of resolving major incidents?\ ** (1 Point) A. Users establishing a resolution using self-help B. The service desk identifying the cause and a resolution **C. A temporary team working together to identify a resolution** D. A support team following detailed procedures for investigating the incident 119. **Which statement about a \'continual improvement register (CIR)\' is TRUE?\ ** (1 Point) A. Used to help plan changes, assist in communication, avoid conflicts, and assign resources B. Used to select the right method, model or technique for identifying improvements **C. Used to track and manage improvement ideas from identification through to final action** D. Used to provide a formal description of one or more services, designed to address the needs of a target consumer group 120. **Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review/Lean/Six Sigma, in order to meet their needs?\ ** (1 Point) A. Incident management **B. Continual improvement** C. Service request management D. Change enablement