Which is the MOST important stakeholder group that a service provider needs to collaborate with?


A. Suppliers
B. Customers
C. Relationship managers
D. Developers

Which practice handles all pre-defined user-initiated service actions?


A. Deployment management
B. Incident management
C. Service level management
D. Service request management

Which of the following is the MOST important for effective incident management?


A. Collaboration tools and techniques
B. Balanced scorecard review
C. Automated pipelines
D. A variety of access channels

Which practice has a purpose that includes managing authentication and non-repudiation?


A. Information security management
B. Supplier management
C. Service configuration management
D. Relationship management

Which is a key element of the 'think and work holistically' guiding principle?


A. Assessing which procedures can be re-used when improving a service
B. Understanding the methods applicable to complex systems
C. Eliminating metrics which do not contribute to achieving an objective
D. Using technology for standard tasks to give people time for complex activities

What should remain constant within an organization, even when the organizations objectives change?


A. Outputs
B. Guiding principles
C. Service offerings
D. Outcomes

Which is an example of a problem control activity?


A. Reviewing incident records to identify trends
B. Implementing a technical fix to resolve an issue
C. Re-assessing a known error to understand the ongoing impact
D. Documenting the steps in a workaround

What is defined as 'the role that uses services'?


A. Service consumer
B. Customer
C. User
D. Sponsor

Which dimension of service management includes consideration of the type of relationship required with other
organizations involved in the design and delivery of services?


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

Which is the definition of an IT asset?


A. Any financially valuable component that contributes to a service
B. Any request from a user that is a normal part of service delivery
C. Any component that needs to be managed to deliver a service
D. Any change of state that has significance for the management of a service