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Which statement about outcomes is CORRECT?

A.

Outcomes rely on outputs to deliver results for a stakeholder.

B.

Outcomes use activities to produce tangible or intangible deliverables.

C.

Outcomes gives service consumers assurance of products or services

D.

Outcomes help a service consumers to assess the cost of a specific activity

What can be described as an operating model for the creation and management of products and services?

A.

Governance

B.

Service value chain

C.

Guiding principles

D.

Practices

Which step of the continual improvement model includes baseline assessments?

A.

Did we get there?

B.

Where are we now?

C.

What is the vision?

D.

Where do we want to be?

Which practice makes use of methods from Lean. Agile and DevOps?

A.

Service desk

B.

Continual improvement

C.

Problem management

D.

Incident management

Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

A.

Focus on value

B.

Progress iteratively with feedback

C.

Collaborate and promote visibility

D.

Optimize and automate

Why should a service level manager carry out regular service reviews?

A.

To ensure that agreements are written simply and are easy to understand

B.

To collect information about service consumer goals and objectives

C.

To capture information about service issues and performance against agreed goals

D.

To ensure continual improvement of services, so that they meet the evolving needs of service consumers

Which is the BEST example of a standard change?

A.

The review and authorization of a change requested by a customer

B.

The implementation of a critical software patch in response to a vendor security Issue

C.

The Installation of a software application in response to a service request

D.

The replacement of a component in response to a major incident

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

A.

The restoration of normal service operation as quickly as possible

B.

The establishment of Inks 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 Guiding principle says that it is not usually necessary to build something new?

A.

Focus on value

B.

start where you are

C.

Progress iteratively with feedback

D.

Think and work holistically

Which action is performed by a service provider?

A.

Requesting required service actions

B.

Authorizing budget for service consumption

C.

Ensuring access to agreed resources

D.

Receiving of the agreed goods