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Which Practice includes management of workarounds and known errors?

A.

Monitoring and event management

B.

Service configuration management

C.

Problem management

D.

Incident management

Which is a use of the change schedule?

A.

Assigning resources to changes

B.

Deciding the approval authority for changes

C.

Automating the change process

D.

Creating change models

Which statement about the service value chain is CORRECT?

A.

The service value chain converts value into demand

B.

Each value chain activity uses different combinations of practices to convert inputs into outputs

C.

Each value chain activity identifies a requirement for resources from an external supplier

D.

The service value chain uses value streams to describe a combination of consumers and providers

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.

A.

Requirements

B.

Resources

C.

Suppliers

D.

products

Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

A.

Service request management

B.

Service level management

C.

Incident management

D.

Change management

Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

A.

Incident management

B.

Service level management

C.

Problem management

D.

Service request management

Which dimension includes a workflow management system?

A.

Value streams and processes

B.

Partners and suppliers

C.

Information and technology

D.

Organizations and people

What is a recommendation of the ‘focus on value’ guiding principle?

A.

Make ‘focus on value’ a responsibility of the management

B.

Focus on the value of new and significant projects first

C.

Focus on value for the service provider first

D.

Focus on value at every step of the improvement

What is 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?

A.

Service management

B.

Continual improvement

C.

A service

D.

An IT asset

Which is a key requirement for a successful service level agreement?

A.

It should be written in legal language

B.

It should be simply written and easy to understand

C.

It should be based on the service provider’s view of the service

D.

It should relate to simple operational metrics