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Which is a low risk change that has been pre-approved so that no additional authorization is needed?

A.

A standard change

B.

A change model

C.

An emergency change

D.

A normal change

Which practice has a strong influence on the user experience and perception of the service provider?

A.

Service desk

B.

Change enablement

C.

Service level management

D.

Supplier management

Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

A.

Focus on value

B.

Start where you are

C.

Think and work holistically

D.

Keep it simple and practical

Which includes governance, management practices, and continual improvement?

A.

The service value system

B.

The 'deliver and support' value chain activity

C.

The 'focus on value' guiding principle

D.

The 'value stream and processes' dimension

What is the purpose of the ‘monitoring and event management’ practice?

A.

To restore normal service operation as quickly as possible

B.

To manage workarounds and known errors

C.

To capture demand for incident resolution and service requests

D.

To systematically observe services and service components

What is a configuration item?

A.

Any financially valuable component that can contribute to delivery of an IT product or service

B.

Any component that needs to be managed in order to deliver an IT service

C.

Any change of state that has significance for the management of a service

D.

A problem that has been analyzed but has not been resolved

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.

A.

relationships with suppliers

B.

configuration of services

C.

skills of people

D.

authorization of changes

Which is an activity of the 'incident management" practice?

A.

Assessing and prioritizing improvement opportunities

B.

Performing service reviews with customers

C.

Providing good-quality updates when expected

D.

Automating service requests to the greatest degree possible

Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

A.

Service request management

B.

Service configuration management

C.

Deployment management

D.

Change enablement

Which statement about the 'optimize and automate' guiding principle is CORRECT?

A.

Activities should be automated before they are optimized

B.

Automation is best applied to non-standard tasks

C.

Technology eliminates the need for human intervention

D.

Automation frees human resources for more complex activities