Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?
Which practice has a purpose that includes ensuring that risks have been properly assessed?
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
Which practice has a purpose that includes managing authentication and non-repudation?
Which statement about the input and output of the value chain activities is CORRECT?
For which purpose would the continual improvement practice use a SWOT analysis?
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Which practice coordinates the classification, ownership and communication of service requests and incidents?
Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.
For which purpose would the continual improvement practice use a SWOT analysis?
Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the eficiency o' manual processes.
4 It is important to understand the organization's objectives when assessing the impact of potential improvements.
Which is included in the purpose of the ‘deliver and support’ value chain activity?
Which process works with incident management to ensure that security breaches are detected and logged?
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Which service transition process provides guidance about converting data into information?
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Which of the following is the MOST important for effective incident management?
Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?
What type of change is often used for resolving incidents or implementing security patches?
Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
Which practice updates information relating to symptoms and business impact?
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
Identify the missing word in the following sentence.
The purpose of the ‘supplier management’ practice is to ensure that the organization’s suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.
In service relationships, what is a benefit of identifying consumer roles?
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
Which value chain activity is concerned with the availability of service components?
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
When using the ‘continual improvement model, which information should be produced by an organization to understand where the organization is now?
A service offering may include, access to resources, and service actions, which is an example of a service action?
Which ‘service level management’ activity helps staff to deliver a more business-focused service?
Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services
Which practice recommends the use of event-based surveys to gather feedback from customers?
A flaw in an application could cause a service to fail IT staff are actively analysing the application to try and understand what is going on. What is the correct name for this type of flaw?
Which step of the continual improvement model includes baseline assessments?
What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.
Which two are considered part of the ‘organizations and people’ dimension of service management?
1.Systems of authority
2.Culture
3.Relationships between organizations
4.Workflows