Which is included in the purpose of the deliver and support value chain activity?


A. Meeting stakeholder expectations for time to market
B. Understanding the organizations service vision
C. Understanding stakeholder needs
D. Providing services to agreed specifications

Which statement about the change enablement practice is CORRECT?


A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process
B. Normal changes are triggered by the creation of a change request which can be created manually or automated
C. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly
D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved

Which two practices use workarounds?


A. Change enablement and continual improvement
B. Change enablement and problem management
C. Problem management and incident management
D. Incident management and continual improvement

Which describes the utility of a service?


A. A service that is fit for use
B. A service that meets its service level targets
C. A service that increases constraints on the consumer
D. A service that supports the performance of the consumer

What is used to link activities within the service value chain?


A. Service level agreements
B. Inputs, outputs and triggers
C. Opportunity, demand and value
D. Service desk

What is a change schedule PRIMARILY used for?


A. To help plan, authorize and schedule emergency changes
B. To publish a list of service requests that users can select
C. To ensure that a single change authority reviews every change
D. To help plan changes, assist in communication and avoid conflicts

Which gives a user access to a system?


A. Service requirement
B. Service agreement
C. Service consumption
D. Service provision

Identify the missing word in the following sentence.
A user is [?] that uses services.


A. an organization
B. a role
C. a team
D. a supplier

Which statement about the automation of service requests is CORRECT?


A. Service requests that cannot be automated should be handled as incidents
B. Service requests and their fulfillment should be automated as much as possible
C. Service requests that cannot be automated should be handled as problems
D. Service requests and their fulfillment should be carried out by service desk staff without automation

What describes the steps needed to create and deliver a specific service to a consumer?


A. Service management
B. Practices
C. A value stream
D. Service level management