1 / 40

When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?

2 / 40

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

3 / 40

What is the definition of �service management�?

4 / 40

Which is the FIRST action when optimizing a service?

5 / 40

Which practice balance management of risk with maximizing throughput?

6 / 40

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

7 / 40

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

8 / 40

Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

9 / 40

Which is described by the �organizations and people� dimension of service management?

10 / 40

Which statement about the input and output of the value chain activities is CORRECT?

11 / 40

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

12 / 40

Which is an example of a service request?

13 / 40

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

14 / 40

Which practice has a purpose that includes managing authentication and non-repudation?

15 / 40

Which step of the ‘continual improvement model’ defines measurable targets?

16 / 40

What should remain constant within an organization, even when the organization’s objectives change?

17 / 40

Which practice ensures that a variety of access channels are available for users to report issues?

18 / 40

Which is a key element of the ‘think and work holistically’ guiding principle?

19 / 40

Which is a description of service provision?

20 / 40

How is a continual improvement register used?

21 / 40

Which is the definition of an IT asset?

22 / 40

Which service value chain activity deals with the purchase of new products?

23 / 40

Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

24 / 40

What is defined as “the role that uses services?

25 / 40

Which practice handles all pre-defined user-initiated service actions?

26 / 40

When using the �continual improvement model, which information should be produced by an organization to understand where the organization is now?

27 / 40

Why should a service level agreement include bundles of metrics?

28 / 40

Which is a key requirement for successful service level agreements (SLAs)?

29 / 40

What is the customer of a service responsible for?

30 / 40

Which BEST describe the focus of the ‘think and work holistically’ principle?

31 / 40

Which is part of the value proposition of a service?

32 / 40

Which is included in the purpose of the ‘improve’ value chain activity?

33 / 40

Which practice performs reviews to ensure that services continue to meet the needs of the customers?

34 / 40

Which is the BEST type of resource for investigating complex incidents?

35 / 40

Which TWO BEST describe the guiding principles?
Short term Standards Recommendations

36 / 40

Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?

37 / 40

Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?

38 / 40

Which organization delivers output or outcomes of a service?

39 / 40

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

40 / 40

Which is the FIRST thing to consider when focusing on value?

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