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Which role approves the cost of services?

A.

User

B.

Change authority

C.

Sponsor

D.

Customer

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

Which term is used to describe the prediction and control of income and expenditure within an organization?

A.

Charging

B.

Governance

C.

Budgeting

D.

Accounting

What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

A.

A standard change

B.

An emergency change

C.

An internal change

D.

A normal change

Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

A.

Relationship management

B.

Change control

C.

Release management

D.

Monitoring and event management

What is a service?

A.

A possible event that could cause harm or loss, or make it more difficult to achieve objectives

B.

A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks

C.

A tangible or intangible deliverable of an activity

D.

Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings

A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

A.

outputs

B.

outcomes

C.

costs

D.

risks

Identify the missing word in the following sentence.

A user is [?] that uses services.

A.

an organization

B.

a role

C.

a team

D.

a supplier

Which service management dimension is focused on activities and how these are coordinated?

A.

Partners and suppliers

B.

Information and technology

C.

Value streams and processes

D.

Organizations and people

What is NOT within the scope of service catalogue management?

A.

Contribution to the definition of services

B.

Interfaces between all services and supporting services

C.

Interfaces between the service catalogue and service portfolio

D.

Fulfilment of business service requests