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Which practice is most likely to benefit from the use of chatbots?

A.

Service level management

B.

Change enablement

C.

Continual improvement

D.

Service desk

Which statement about the ‘continual improvement model’ is CORRECT?

A.

Organizations should work through the steps of the model in the sequence in which they are presented

B.

The flow of the model helps organizations to link improvements to its goals

C.

The model is applicable to only certain parts of the service value system

D.

Organizations should use an additional model or method to link improvements to customer value

Which of the four dimensions include, the knowledge bases needed to deliver and manage services?

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

Which dimension of service management considers the workflows and controls needed to deliver services?

A.

Organization and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes

Which TWO of the following are considerations of change enablement?

1. Managing the people aspects of change

2. Ensuring that organizational transformations are successful

3. Maximizing the number of successful service changes

4. Ensuring that changes are properly assessed

A.

1 and2

B.

2 and 3

C.

3 and 4

D.

1 and 4

Which statement about managing incidents is CORRECT?

A.

Low impact incidents should be resolved efficiently, making logging unnecessary

B.

The 'incident management' practice should use a single process regardless of the impact of the incident

C.

Low impact incidents should be resolved efficiently so the resource required is reduced

D.

Incidents with the lowest impact should be resolved first

How is a continual improvement register used?

A.

To record requests for provision of a resource or service

B.

To provide a structured approach to implementing improvements

C.

To organize past, present, and future improvement ideas

D.

To authorize changes to implement improvement initiatives

Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.

Which guiding principle recommends that the unnecessary work should be eliminated?

A.

Keep it simple and practical

B.

Think and work holistically

C.

Star: where you are

D.

Progress iteratively with feedback

What ensures that a service provider and a service consumer continually co-create value?

A.

Service consumption

B.

Service offerings

C.

Change enablement

D.

Service relationship management

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