Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?


A. Service request management
B. Service configuration management
C. Deployment management
D. Change enablement

Which 'service level management' activity helps staff to deliver a more business-focused service?


A. Creating targets based on the percentage of uptime of a service
B. Understanding the ongoing requirements of customers
C. Using complex technical terminology in service level agreements (SLAs)
D. Measuring low-level operational activities

What is the MOST important reason for prioritizing incidents?


A. To ensure that user expectations are realistic
B. To ensure that incidents with highest impact are resolved first
C. To help information-sharing and learning
D. To provide links to related changes and known errors

Which statement about service relationship management is CORRECT?


A. It focuses on the service actions performed by users
B. It requires the service consumer to create resources for the service provider
C. It requires co-operation of both the service provider and service consumer
D. It focuses on the fulfilment of the agreed service actions

Which is NOT a component of the service value system?


A. The service value chain
B. Opportunity and demand
C. Continual improvement
D. Governance

Which describes a 'change authority'?


A. A model used to determine who will assess a change
B. A person who approves a change
C. A tool used to help plan changes
D. A way to manage the people aspects of change

Which step of the continual improvement model includes baseline assessments?


A. Did we get there?
B. Where are we now?
C. What is the vision?
D. Where do we want to be?

Which action is performed by a service provider?


A. Requesting required service actions
B. Authorizing budget for service consumption
C. Ensuring access to agreed resources
D. Receiving of the agreed goods

What can be described as an operating model for the creation and management of products and services?


A. Governance
B. Service value chain
C. Guiding principles
D. Practices

Which should be handled by 'service request management'?


A. A request to implement a security patch
B. A request to provide a laptop
C. A request to resolve an error in a service
D. A request to change a target in a service level agreement