4.6.1 Sample Questions 1 & 2

Here are the first two sample questions:

Question 1 (Guiding Principle Application): Which guiding principle recommends that the service provider should begin by identifying the service consumer and other key stakeholders? A. Focus on value B. Start where you are C. Progress iteratively with feedback D. Keep it simple and practical Answer: A Explanation: The 'Focus on value' principle explicitly states that the first step in focusing on value is to know who the service consumers and other stakeholders are. Understanding who is being served is fundamental to understanding what they value. Practical Link: In your job, identifying and understanding your stakeholders is the first step to ensuring your work is relevant and valuable to them.

Question 2 (Practice Detail - Distinction): What is the difference between 'Change enablement' and 'Organizational change management'? A. 'Change enablement' manages changes to infrastructure and applications; 'Organizational change management' manages changes to documentation, processes and suppliers B. 'Change enablement' manages standard changes and normal changes; 'Organizational change management' manages emergency changes C. 'Change enablement' reviews and authorizes changes; 'Organizational change management' creates and publishes the change schedule D. 'Change enablement' manages changes to products and services; 'Organizational change management' manages the people aspects of change Answer: D Explanation: ITIL distinctly defines 'Change enablement' as the practice managing changes to products and services to maximize successes, while 'organizational change management' is a separate discipline focused on managing the people-related aspects of change to ensure smooth adoption and minimize resistance. Practical Link: Successful change in an organization requires managing both the technical aspects (Change Enablement) and how people are impacted and adapt (OCM).