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Which is a financially valuable component that can contribute to the delivery of a service?

A.

Configuration item

B.

Sponsor

C.

IT asset

D.

Service offering

Which is the FIRST action when optimizing a service?

A.

Assess the current state

B.

Implement the improvement

C.

Understand the organizational context

D.

Agree the future state

Which activity is NOT recommended by the start where you are' guiding principle?

A.

Involving people who are not familiar with a service when observing and assessing its activities

B.

Applying risk management when considering to introduce new processes

C.

Using source data to avoid any unintentional data distortion found in reports

D.

Discarding existing processes before assessing their usefulness

What is used as a tool to help define and measure performance?

A.

A continual improvement register

B.

An incident record

C.

A change schedule

D.

A service level agreement

What can a change schedule be used for?

A.

Speeding up the planning and authorization of emergency changes

B.

Providing information about deployed changes to help manage incidents and problems.

C.

Tracking and managing improvement ideas from identification through to final action

D.

Providing a way to initiate normal changes

Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract they offer to the organization?

A.

Incident management

B.

Service level management

C.

Service request management

D.

Change enablement

Which practice conducts reviews to validate that services are covering the needs of the customer?

A.

Monitoring and event management

B.

Service level management

C.

Change enablement

D.

Service desk

Which statement about emergency changes is CORRECT?

A.

Emergency changes are low risk and well understood

B.

Authorization of emergency changes may be deferred until after implementation

C.

It is necessary to complete all documentation before an emergency charge is implemented

D.

Emergency changes are not usually recorded in the change schedule

A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

A.

Incident management

B.

Service Request management

C.

Change enablement

D.

Service request management

What is MOST LIKELY to be handled as a service request?

A.

An emergency change to apply a security patch

B.

The implementation of a workaround

C.

Providing a virtual server for a development team

D.

Managing an interruption to a service

Which of the following statements is included in the 'improve' value chain activity's purpose'?

A.

Ensure the continual improvement of practices across all value chain activities

B.

Ensure services continually meet expectations for quality costs, and time to market

C.

Ensure a shared understanding of the improvement direction for services across the organization

D.

Ensure continual engagement and good relationships with all stakeholders

Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?

A.

Service desk

B.

Supplier Management

C.

Service request management

D.

Service level management

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

Which statement about the purpose or the Monitoring and event management practice is TRUE?

A.

Minimize the negative impact of incidents by restoring normal service operation as quickly as possible

B.

Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

C.

Systematically observe services and service components and record and report selected changes of state identified as events

D.

Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule

What is the definition of “service management”?

A.

A result for a stakeholder enabled by one or more outputs

B.

A formal description of one or more services, designed to address the needs of a target consumer group

C.

Join activities performed by a service provider and a service consumer to ensure continual value co-creation

D.

A set of specialized organizational capabilities for enabling value for customers in the form of services.