Which is one of the MAIN concerns of the 'design and transition' value chain activity?


A. Understanding the organization's vision
B. Understanding stakeholder needs
C. Meeting stakeholder expectations
D. Ensuring service components are available

Which is a risk that might be removed from a service consumer by an IT service?


A. Service provider ceasing to trade
B. Security breach
C. Failure of server hardware
D. Cost of purchasing servers

Which statement about problems is CORRECT?


A. Problems are not related to incidents
B. Problems must be resolved quickly in order to restore normal business activity
C. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis
D. Problem prioritization involves risk assessment

Which is a purpose of the 'relationship management' practice?


A. To systematically observe services and service components
B. To protect the information needed by the organization to conduct its business
C. To be the entry point and single point of contact for the service provider with all of its users
D. To identify, analyze, monitor, and continually improve links with stakeholders

How should an organization prioritize incidents?


A. Ask the user for their preferred resolution timeframe
B. Assess the availability of the appropriate support team
C. Use an agreed classification which is based on the business impact of the incident
D. Create an order of incidents based on the dates and times when they were logged

Which statement about the 'incident management' practice is CORRECT?


A. It identifies the cause of major incidents
B. It authorizes changes to resolve incidents
C. It maintains detailed procedures for diagnosing incidents
D. It resolves the highest impact incidents first

Which guiding principle considers how the steps of a process can be performed as efficiently as possible?


A. Focus on value
B. Start where you are
C. Think and work holistically
D. Optimize and automate

Which dimension of service management considers the workflows and controls needed to deliver services?


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

Which is a use of the change schedule?


A. Assigning resources to changes
B. Deciding the approval authority for changes
C. Automating the change process
D. Creating change models

Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].


A. existing information
B. new methods
C. additional measurements
D. revised processes