Which statement about the 'service request management' practice is CORRECT?


A. Service requests are fulfilled using simple workflows
B. A new workflow is created for each type of request
C. Additional approval is sometimes needed for restoration of service
D. Financial authorization is sometimes required for service requests

Which TWO are considered part of the 'organizations and people' dimension of service management?
1. Systems of authority
2. Culture
3. Relationships between organizations
4. Workflows


A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Which statement about standard changes is CORRECT?


A. A full assessment should be completed each time the change is implemented
B. The change can be implemented with less testing if necessary
C. The appropriate change authority should be assigned to each type of change
D. The change does not require additional authorization

Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring
tools?


A. Service configuration management
B. Service desk
C. Problem management
D. Deployment management

Which is an activity of 'problem identification'?


A. Analyzing information from software developers
B. Establishing problem workarounds
C. Analyzing the cause of problems
D. Establishing potential permanent solutions

Which TWO statements about the guiding principles are CORRECT?
1. The guiding principles support continual improvement
2. Each guiding principle applies to a selection of the available stakeholder groups
3. Organizations should decide which one of the guiding principles is relevant to them
4. Organizations should consider how the guiding principles interact with each other


A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

What is the purpose of the 'deployment management' practice?


A. To make new and changed services and features available for use
B. To move new or changed components to live environments
C. To plan and manage the full lifecycle of all IT assets
D. To protect the information needed by the organization to conduct its business

Identify the missing words in the following sentence:
The 'incident management' practice should maintain [?] for logging and managing incidents.


A. a dedicated team
B. a formal process
C. detailed procedures
D. a value chain activity

Which guiding principle helps an organization to understand the impact of an altered element on other elements
in a system?


A. Focus on value
B. Start where you are
C. Think and work holistically
D. Keep it simple and practical

Which is part of the definition of a customer?


A. The role that defines the requirements for a service
B. A means of enabling value co-creation
C. The role that authorizes budget for service consumption
D. A set of specialized organizational capabilities for enabling value