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Which is described by the ‘organizations and people’ dimension of service management?

A.

Communication and collaboration

B.

Workflows and controls

C.

Inputs and outputs

D.

Contracts and agreement

Which of the following is included in the purpose of the 'continual improvement' practice?

A.

The restoration of normal service operation as quickly as possible

B.

The establishment of links between the organization and its stakeholders at strategic and tactical levels

C.

The alignment of the organization's practices and services with changing business needs

D.

The reduction of the likelihood and impact of incidents

Which statement about outcomes is CORRECT?

A.

Outcomes enable products to be delivered to a stakeholder

B.

An outcome defines the amount of money spent on technology for a service

C.

An outcome depends on at least one output to deliver a result

D.

Outcomes provide assurance to stakeholders on how a service performs

Which term is used to describe removing something that could have an effect on a service?

A.

A change

B.

An incident

C.

An IT asset

D.

A problem

Identify the Missing word(s) in the following sentence

A(n) [?] cause, or potential cause, of one or more incidents?

A.

Change

B.

Event

C.

Known error

D.

Problem

Which statement about the input and output of the value chain activities is CORRECT?

A.

Each value chain activity receives inputs and provides outputs

B.

The organization’s governance will determine the inputs and outputs of each value chain activity

C.

Some value chain activities only have input, whereas others only have outputs

D.

Input and output are fixed for each value chain activity

When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?

A.

Business objectives

B.

Improvement plans

C.

Assessment results

D.

Measureable Targets

What is defined as "any component that needs to be managed in order to deliver an IT service"?

A.

An event

B.

An IT asset

C.

A configuration item

D.

A change

Identify the missing work 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.

Discard

C.

Re-use

D.

Improve

Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?

A.

Service level manager

B.

Service desk agent

C.

Change authority

D.

Problem analyst