Which is included in the purpose of the 'service level management' practice?


A. To maximize the number of successful service and product changes
B. To ensure accurate information about the configuration of services is available
C. To set clear business-based targets for service levels
D. To ensure that suppliers and their performance are managed appropriately

Which describes the utility of a service?


A. A service that is fit for use
B. A service that meets its service level targets
C. A service that increases constraints on the consumer
D. A service that supports the performance of the consumer

What actions does a service desk take for all issues, queries and requests that are reported to them?


A. Schedule, assess, authorize
B. Diagnose, investigate, resolve
C. Initiate, approve, fulfil
D. Acknowledge, classify, own

Which role approves the cost of services?


A. User
B. Change authority
C. Sponsor
D. Customer

What is a change schedule PRIMARILY used for?


A. To help plan emergency changes
B. To help authorize standard changes
C. To help assign a change authority
D. To help manage normal changes

What must always be done before an activity is automated?


A. Check that the activity has already been optimized
B. Check that suitable new technology has been purchased
C. Ensure that DevOps has been successfully implemented
D. Ensure the solution removes the need for human intervention

Which of these activities is carried out as part of 'problem management'?


A. Creating incident records
B. Diagnosing and resolving incidents
C. Escalating incidents to a support team for resolution
D. Trend analysis of incident records

Which dimension focuses on relationships with other organizations that are involved in the design,
development, deployment and delivery of services?


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

Which practice is responsible for moving new or changed components to live or other environments?


A. Release management
B. Deployment management
C. Change enablement
D. Supplier management

Which statement about service requests is CORRECT?


A. Complex service requests should be dealt with as normal changes
B. Service requests that require simple workflows should be dealt with as incidents
C. Service requests require workflows that should use manual procedures and avoid automation
D. Service requests are usually formalized using standard procedures for initiation, approval and fulfilment