What describes the steps needed to create and deliver a specific service to a consumer?


A. Service management
B. Practices
C. A value stream
D. Service level management

Which is a purpose of the 'service level management' practice?


A. To establish and nurture the links between the organization and its stakeholders
B. To ensure that the organization's suppliers and their performance are managed appropriately
C. To support the agreed quality of a service by handling all agreed, user-initiated service requests
D. To set clear business-based targets for service levels

What is important for a 'continual improvement register' (CIR)?


A. Improvement ideas are documented, assessed and prioritized
B. Improvement ideas from many sources are kept in a single CIR
C. Improvement ideas that are not being actioned immediately are removed from the CIR
D. Improvement ideas are tested, funded and agreed

Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?


A. Define measurable targets
B. Perform baseline assessments
C. Execute improvement actions
D. Evaluate measurements and metrics

Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?


A. Start where you are
B. Collaborate and promote visibility
C. Progress iteratively with feedback
D. Think and work holistically

Which guiding principle focuses on reducing costs and human errors?


A. Focus on value
B. Collaborate and promote visibility
C. Optimize and automate
D. Think and work holistically

What is the PRIMARY use of a change schedule?


A. To support the 'incident management' practice and improvement planning
B. To manage emergency changes
C. To plan changes and help avoid conflicts
D. To manage standard changes

Which dimension includes the knowledge needed for the management of services?


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

What is defined as a change of state that has significance for the management of an IT service?


A. Event
B. Incident
C. Problem
D. Known error

What is an incident?


A. The planned removal of an item that might affect a service
B. A result enabled by one or more outputs
C. A possible future event that could cause harm
D. A service interruption resolved by the use of self-help tools