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Which describes normal changes?

A.

Changes that need to be scheduled and assessed following a process

B.

Changes that are low-risk and pre-authorized

C.

Changes that are typically initiated as service requests

D.

Changes that must be implemented as soon as possible

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

A.

Each iteration should be designed before starting the initiative and implemented without feedback

B.

Feedback should only be taken into account when one iteration fails to meet its objective

C.

Feedback should be reduced for large improvements as it is unlikely that circumstances will change

D.

Each iteration should be continually re-evaluated based on feedback

Which describes a set of defined steps for implementing improvements?

A.

The ‘improve’ value chain activity

B.

The ‘continual improvement register’

C.

The ‘continual improvement model’

D.

The ‘engage’ value chain activity

What is the purpose of the 'relationship management' practice?

A.

To support the agreed quality of a service handling all agreed, userinitiated service requests

B.

To set clear business-based targets for service performance

C.

To establish and nurture the links between the organization and its stakeholders

D.

To align the organization's practices and services with changing business needs

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

Which is NOT a component of the service value system?

A.

The guiding principles

B.

Governance

C.

Practices

D.

The four dimensions of service management

Which of these should be logged and managed as a problem?

A.

Trend analysis shows a large number of similar incidents

B.

A user requests delivery of a laptop

C.

A monitoring tool detects a change of state for a service

D.

'Continual improvement' needs to prioritize an improvement opportunity

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

A.

Start where you are

B.

Collaborate and promote visibility

C.

Keep it simple and practical

D.

Optimize and automate

What are the types of asset management?

A.

IT asset management and software asset management

B.

Operational and technical management

C.

IT asset management and technical management

D.

Operational management and IT asset management

Which service level metrics are BEST for measuring user experience?

A.

Single system-based metrics

B.

Metrics for the percentage of uptime of a service

C.

Operational metrics

D.

Metrics linked to defined outcomes