Which BEST describes the purpose of the ‘improve’ value chain activity? A. To organize a major improvement initiative into several smaller initiatives B. To make new and improved services and features available for use C. To ensure a shared understanding…
Which of the following is included in the purpose of the ‘continual improvement’ practice? A. The alignment of the organization’s practices and services with changing business needs B. The reduction of the likelihood and impact of incidents C. The establishment…
Why should some service requests be fulfilled with no additional approvals? A. To ensure that spending is properly accounted for B. To ensure that information security requirements are met C. To streamline the fulfillment workflow D. To set user expectations…
What defines the requirements for a service and takes responsibility for the outcomes of service consumption? A. An IT asset B. A customer C. A configuration item (CI) D. A user
Which statement about outcomes is CORRECT? A. Outcomes are one or more services that fulfill the needs of a service consumer B. Service providers help service consumers achieve outcomes C. Outcomes help service consumers achieve outputs D. Helping service consumers…
Which is a service request? A. Requesting a workaround for an issue B. Requesting information about how to create a document C. Requesting an enhancement to an application D. Requesting investigation of a degraded service
What should remain constant within an organization, even when the organization’s objectives change? A. Guiding principles B. Outputs C. Service offerings D. Outcomes
Which activity is NOT recommended by the ‘start where you are’ guiding principle? A. Applying risk management when considering to introduce new processes B. Discarding existing processes before assessing their usefulness C. Involving people who are not familiar with a…
Which is described by the ‘organizations and people’ dimension of service management? A. Workflows and controls B. Inputs and outputs C. Contracts and agreements D. Communication and collaboration
Which dimension includes the knowledge needed for the management of services? A. Organizations and people B. Value streams and processes C. Information and technology D. Partners and suppliers