Which of the four dimensions focuses or managing data in compliance with industry regulations?
Which is an input to the service value system?
What should remain constant within an organization, even when the organization's objectives change?
Which practice balance management of risk with maximizing throughput?
What type of change is often used for resolving incidents or implementing security patches?
Which is the FIRST thing to consider when focusing on value?
Which practice ensures that a variety of access channels are available for users to report issues?
Which is described by the ‘organizations and people’ dimension of service management?
Which step of the 'continual improvement model' defines measurable targets?
What is the definition of “service management”?
Which is part of the value proposition of a service?
Which practice handles all pre-defined user-initiated service actions?
What is included in the purpose of the 'release management' practice?
Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?
Which activity is NOT recommended by the start where you are' guiding principle?
What is used as a tool to help define and measure performance?
Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?
What is MOST LIKELY to be handled as a service request?
Which is the MOST important stakeholder group that a service provider needs to collaborate with?
Which is an example are problem control activity?
Which phase of problem management includes analysing incidents to look for patterns and trends?
Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?
What is the purpose of the ‘deployment management’ practice?
A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?
Which is an activity of the 'incident management" practice?
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 [?], and the CIs that support them, is available when and where it is needed.
Which statement about the service value chain is CORRECT?
Which statement about standard changes is CORRECT?
Which action is performed by a service provider?
Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?
Which statement about ‘continual improvement’ is CORRECT?
Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?
How should an organization prioritize incidents?
Which is an activity of ‘problem identification’?
Which statement about the ‘service request management’ practice is CORRECT?
Which describe a 'change authority'?
Which practice's purpose includes creating closer more collaborative relationships?
Which activity is part of the 'continual improvement' practice?
Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?
Which practice updates information relating to symptoms and business impact?
What type of change is MOST likely to be managed by the 'service request management' practice?
What helps diagnose and resolve a simple incident?
How should the workflow for a new service request be designed?
Which practice provides a single point of contact for users?
Which is included in the purpose of the ‘design and transition’ value chain activity?
What should be used to set user expectations for request fulfilment times?
Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests
Which dimension includes a workflow management system?
Which is a key consideration for the guiding principle 'keep it simple and practical'?
What should all 'continual improvement' decisions be based on?
Which statement about costs is CORRECT?
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks?
Which describes a standard change?
What is an output?
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 [?]
are managed appropriately to support the seamless provision of quality products and services.
Which is NOT a component of the service value system?
Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?
What is a service?
Which of these activities is carried out as part of ‘problem management’?
Service transition contains detailed descriptions of which processes?
Which guiding principle considers customer and user experience?
Which is a supplier category?
Which is an example of improving service utility using service management automation?
Which process is used to compare the value that new services offer with the value of the services they have
replaced?
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?
Identify the missing word in the following sentence.
A user is [?] that uses services.
What do customer perceptions and business outcomes help to define?
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
Which practice has a purpose that includes restoring normal service operation as quickly as possible?
An SLA is a service level agreement.
Which describes the ‘watermelon SLA’ effect?
Which statement about the 'service desk1 practice is CORRECT?
What is the PRIMARY use of a change schedule?
Which value chain activity ensures the availability of service components?
Which is a key requirement for a successful service level agreement (SLA)?