What is defined as "the role that uses services?
What should remain constant within an organization, even when the organization's objectives change?
Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?
Which BEST describe the focus of the 'think and work holistically' principle?
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
What can a change schedule be used for?
Which practice has a purpose that includes the management of financially valuable components that can contribute to the delivery of an IT service?
For which purpose would the continual improvement practice use a SWOT analysis?
Which of the following is the MOST important for effective incident management?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?
Which statement about emergency changes is CORRECT?
Which of the four dimensions focuses or managing data in compliance with industry regulations?
Which is a key element of the 'think and work holistically' guiding principle?
Which is a financially valuable component that can contribute to the delivery of a service?
Which organization delivers output or outcomes of a service?
Which is included in the purpose of the 'improve' value chain activity?
What is the difference between the 'incident management' and 'service desk' practices?
What can be described as an operating model for the creation and management of products and services?
What can help to reduce resistance to a planned improvement when applying the guiding principle ‘collaborate and promote visibility’?
In which situation will incident management USUALLY use a separate process?
Which statement about value streams is CORRECT?
Which statement about the ‘service request management’ practice is CORRECT?
Which describe a 'change authority'?
Which practice is most likely to benefit from the use of chatbots?
Identify the missing word in the following sentences.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.
Which BEST describes the purpose of the 'improve' value chain activity?
Identify the missing words in the following sentence.
The ‘incident management’ practice should maintain [?] for logging and managing incidents.
What is a problem that has been analysed but has not been resolved?
Which includes governance, management practices, and continual improvement?
Identity the missing word(s) in the blowing sentence.
The purpose of the problem management practice is to reduce the likelihood and impact o' incidents by identifying actual and potential causes of incidents, and managing workarounds and [?].
Which statement about the 'optimize and automate' guiding principle is CORRECT?
Which statement about value creating activities is CORRECT?
What is a cause, or potential cause, of one or more incidents?
What describes how components and activities work together to facilitate value creation?
Which is an example o' a service request?
What is a definition of a problem?
Which describes the utility of a service?
An SLA is a service level agreement.
Which describes the ‘watermelon SLA’ effect?
Which is a purpose of release management?
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?
Which practice provides visibility of the organization's services by capturing and reporting on service performance?
What should a release policy include?
What is required by all service desk staff?
Which is an example of improving service utility using service management automation?
Which guiding principle recommends assessing the current state and deciding what can be reused?
Which statement about change authorization is CORRECT?
Which of the following is an example of workaround?
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
How should an organization include third-party suppliers in the continual improvement of services?
How do all value chain activities transform inputs to outputs?
What is the purpose of service level management?
In which step of the ‘continual improvement model’ is an improvement plan implemented?
Which processes are responsible for the regular review of underpinning contracts?
What is the purpose of problem management?
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.
Which is included in the purpose of the ‘design and transition’ value chain activity?
What is the purpose of the ‘deployment management’ practice?
What is an IT asset?
What are the MOST important skills required by service desk staff?
What is defined as any component that needs to be managed in order to deliver an IT service?
Which statement about costs is CORRECT?
Which statement about the steps to fulfill a service request is CORRECT?
What type of change is MOST likely to be managed by the 'service request management' practice?
Which practice has a purpose that includes ensuring that risks have been properly assessed?
When planning ‘continual improvement’, which approach for assessing the current state of a service is
CORRECT?
Which stakeholders co-create value in a service relationship?
When should the effectiveness of a problem workaround be assessed?
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
How should an organization adopt continual improvement methods?
Which practice identifies metrics that reflect a customer experience of a service?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?