What is CORRECT about service request management?


A. Service requests can be used to restore service
B. Complex service request procedures should be avoided
C. Compliments can be handled as service requests
D. A new procedure is required for each new service request

Which of the four dimensions focuses on roles, responsibilities, and systems of authority?


A. Value streams and processes
B. Partners and suppliers
C. Organizations and people
D. Information and technology

Which is MOST LIKELY to be achieved by following a detailed procedure?


A. Assessing a change
B. Resolving an incident
C. Managing a service request
D. Investigating a problem

What is the MOST LIKELY reason that incident management would need a temporary team to work together?


A. To escalate an incident to a supplier or partner
B. So customers and users are provided with timely updates
C. To resolve a complex or major incident
D. So users can resolve their own incidents with self-help

Which term could be used to refer to a single person who has independently subscribed to a service?


A. Supplier
B. Service desk
C. Service provider
D. Organization

Which practice needs the right culture to be embedded across the entire organization?


A. Service request management
B. Service level management
C. Change enablement
D. Continual improvement

How should a process design allow for exceptional situations?


A. Create rules to handle exceptions generally
B. Remove the option for process exceptions
C. Create an additional process for each exception
D. Include all exception steps in the main process

Identity the missing word(s) in the following sentence.
When an organization is assessing its current state, it should use [?] to obtain accurate measurements.


A. Reports
B. Assumptions
C. Source data
D. Risk management techniques

Which practice identifies changes of state related to infrastructure, services, and business processes?


A. Monitoring and event management
B. Service configuration management
C. Change enablement
D. Information security management

When applying the `collaborate and promote visibility' principle to an organization's initiative, which is NOT a
necessary action?


A. Basing decisions about the initiative on visible data
B. Communicating information about the initiative to other parts of the organization
C. Ensuring everyone involved in the initiative is in agreement about it before starting
D. Considering different methods of communication for the different audiences