What may form part of a service request procedure?


A. The timescale for restoration of service
B. The method of diagnosing the cause
C. Authorization in accordance with a security policy
D. Escalation to the appropriate change authority

Which of the four dimensions contributes is concerned with service integration and management?


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

What is used as a tool to help define and measure performance?


A. A change schedule
B. An incident record
C. A continual improvement register
D. A service level agreement

Why and how is a user MOST LIKELY to contact the service desk?


A. To discuss the cause of an incident via a phone call
B. To report a problem using a mobile app
C. To request access to a resource via a self-service portal
D. To authorize an emergency change via live chat

Which component is focused on the activities needed by an organization to help it co-create value?


A. Guiding principles
B. Service value chain
C. Continual improvement
D. Practices

What is included in the purpose of the 'IT asset management' practice?


A. Supporting decision-making about purchase, re-use, retirement, and disposal of assets
B. Providing information on how assets are configured and the relationships between them
C. Making new and changed assets available for use
D. Moving assets to live or other environments for testing or staging

What is the CORRECT order for the three phases of problem management?


A. Problem control, error control, problem identification
B. Problem identification, problem control, error control
C. Error control, problem control, problem identification
D. Problem identification, error control, problem control

Which is the MOST LIKELY way of resolving major incidents?


A. A support team following detailed procedures for investigating the incident
B. Users establishing a resolution using self-help
C. A temporary team working together to identify a resolution
D. The service desk identifying the cause and a resolution

What is the value of a service?


A. A tangible or intangible deliverable of the service
B. The amount of money that is created or saved for the service consumers by using the service
C. The benefits, usefulness, or importance of the service, as perceived by the stakeholders
D. A result for a stakeholder enabled by the outputs of the service

Which statement about the inputs and outputs of the value chain activities is CORRECT?


A. Each value chain activity receives inputs and provides outputs
B. The organization's governance will determine the inputs and outputs of each value chain activity
C. Some value chain activities only have inputs, whereas others only have outputs
D. Inputs and outputs are fixed for each value chain activity