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Which is included in the purpose of the ‘deliver and support’ value chain activity?
What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?
Which guiding principle recommends assessing the current state and deciding what can be reused?
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
In which step of the ‘continual improvement model’ is an improvement plan implemented?
Which value chain activity ensures the availability of service components?
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?
What is defined as an unplanned interruption or reduction in the quality of a service?
Which service management dimension is focused on activities and how these are coordinated?
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
Which practices is MOST associate with the use of empathy to understand users?
Which practice has the purpose of ensuring that the organization’s suppliers and their performance and
managed appropriately to support the provision of seamless, quality products and services?
Which practice has a purpose that includes managing authentication and non-repudation?
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
Identify the missing word in the following sentence.
The purpose of the ‘supplier management’ practice is to ensure that the organization’s suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.
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 [?], and the CIs that support them, is available when and where it is needed.
How does information about problems and known errors contribute to 'incident management'?
Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?
Which is a key element of the 'think and work holistically' guiding principle?
When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?
Which practice performs reviews to ensure that services continue to meet the needs of the customers?
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
Which is a key requirement for successful service level agreements (SLAs)?
Which service value chain activity deals with the purchase of new products?
Which TWO BEST describe the guiding principles?
Which is described by the 'organizations and people' dimension of service management?
Which BEST describe the focus of the 'think and work holistically' principle?
Which of the following is the MOST important for effective incident management?
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
Which statement about the 'optimize and automate' guiding principle is CORRECT?
Which includes governance, management practices, and continual improvement?
Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?
What actions does a service desk take for all issues, queries and requests that are reported to them?
What is the effect of increased automation on the 'service desk1 practice?
Which term relates to service levels aligned with the needs of service consumers?
Which guiding principle helps to ensure that better information is available for decision making?
Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which activity captures the demand for incident resolution and service requests?
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
Which practice updates information relating to symptoms and business impact?
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
Which TWO statements about an organization’s culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization