What is defined as any financially valuable component that can contribute to the delivery of a service?


A. Configuration item
B. Product
C. IT asset
D. Event

Which statement about the 'optimize and automate' guiding principle is CORRECT?


A. Activities should be automated before they are optimized
B. Automation is best applied to non-standard tasks
C. Technology eliminates the need for human intervention
D. Automation frees human resources for more complex activities

Which phase of problem management includes analyzing incidents to look for patterns and trends?


A. Problem identification
B. Problem control
C. Error control
D. Post-implementation review

Which describes the 'plan' value chain activity?


A. It ensures a shared understanding of the current status and vision for all products and services across the
organization

B. It ensures that services are delivered and supported according to agreed specifications and stakeholders'
expectations

C. It ensures that service components are available when and where they are needed, and meet agreed
specifications

D. It ensures continual improvement of products, services, and practices across all value chain activities

Which is a low risk change that has been pre-approved so that no additional authorization is needed?


A. A standard change
B. A change model
C. An emergency change
D. A normal change

Identify the missing word in the following sentence:
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the
customer having to manage specific costs and risks.


A. utility
B. warranty
C. outcomes
D. outputs

Which activity is part of the 'continual improvement' practice?


A. Handling compliments and complaints from users to identify improvements
B. Improving relationships with and between stakeholders
C. Prioritizing and creating business cases for improvement initiatives
D. Identifying the cause of unplanned interruptions to service

Which practice includes management of workarounds and known errors?


A. Monitoring and event management
B. Service configuration management
C. Problem management
D. Incident management

Which guiding principle says that it is not usually necessary to build something new?


A. Focus on value
B. Start where you are
C. Progress iteratively with feedback
D. Think and work holistically

What is a cause, or potential cause, of one or more incidents?


A. A problem
B. A configuration item
C. A workaround
D. An incident