What is a configuration item?


A. Any financially valuable component that can contribute to the delivery of an IT product or service
B. Any change of state that has significance for the management of a service
C. Any component that needs to be managed in order to deliver an IT service
D. A problem that has been analyzed but has not been resolved

When should a workaround be created?


A. As soon as possible, once the incident is logged
B. After the resolution of a problem
C. When a problem cannot be resolved quickly
D. When a potential permanent solution has been identified

Which practice requires skills and competencies related to business analysis, supplier management and
relationship management?


A. Incident management
B. Monitoring and event management
C. Service level management
D. IT asset management

Identify the missing words in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable
information about the [?], and the CIs that support them, is available when and where it is needed.


A. relationships with suppliers
B. configuration of services
C. skills of people
D. authorization of changes

Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their
performances are [?] appropriately to support the seamless provision of quality products and services.


A. measured
B. rewarded
C. managed
D. defined

Which guiding principle says that services and processes should NOT provide a solution for every exception?


A. Keep it simple and practical
B. Collaborate and promote visibility
C. Think and work holistically
D. Optimize and automate

Which statement about outcomes is CORRECT?


A. They are deliverables provided to service consumers
B. They allow service consumers to achieve a desired result
C. They provide products to service providers based on outputs
D. They co-create value for service providers by reducing costs and risks

Which helps to streamline the fulfilment of service requests?


A. Understanding which service requests can be accomplished with limited approvals
B. Creating new workflows for every service request
C. Separating requests relating to service failures from the degradation of services
D. Eliminating service requests which have complex workflows

Which practice provides users with a way to get various requests arranged, explained and coordinated?


A. Service level management
B. Relationship management
C. Continual improvement
D. Service desk

Which practice has a purpose that includes maximizing success by ensuring that risks have been properly
assessed?


A. Relationship management
B. Change enablement
C. Release management
D. Monitoring and event management