What can a service remove from the consumer and impose on the consumer?


A. Utility
B. Asset
C. Cost
D. Outcome

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 statement about the 'change enablement' practice is CORRECT?


A. Service requests are usually normal changes that can be implemented quickly without authorization
B. Emergency changes are changes that must be fully tested and fully documented prior to implementation
C. Standard changes are changes that need to be scheduled, assessed and authorized following a standard
process
D. Emergency changes are changes that must be implemented as soon as possible and therefore
authorization is expedited

Which guiding principle considers customer and user experience?


A. Collaborate and promote visibility
B. Focus on value
C. Start where you are
D. Keep it simple and practical

What is recommended by the guiding principle 'progress iteratively with feedback'?


A. A current state assessment that is carried out at the start of an improvement initiative
B. The identification of all interested parts at the start of an improvement initiative
C. An improvement initiative that is broken into a number of manageable sections
D. An assessment of how all the parts of an organization will affect an improvement initiative

Which is a purpose of release management?


A. To protect the organization's information
B. To handle user-initiated service requests
C. To make new and changed services available for use
D. To move hardware and software to live environments

Which practice forms a link between the service provider and the users of services?


A. Change enablement
B. Service level management
C. Problem management
D. Service desk

What is the purpose of the 'problem management' practice?


A. To protect the information needed by the organization to conduct its business
B. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and
managing workarounds and known errors
C. To align the organization's practices and services with changing business needs through the ongoing
identification and improvement of services
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?


A. Only add controls and metrics when they are needed
B. Design controls and metrics first, then remove those not adding value
C. Design controls and metrics and add them individually until all are implemented
D. Only add controls and metrics that are required for compliance

What are guiding principles?


A. A set of interconnected activities that help an organization deliver a valuable service
B. A description of one or more services that help address the needs of a target consumer group
C. A set of specialized organizational capabilities for enabling value for customers
D. Recommendations that help an organization when adopting a service management approach