Which practice has a strong influence on the user experience and perception of the service provider?


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

An organization asks a stakeholder to review a planned change. Which guiding principle does this
demonstrate?


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

Which dimension is MOST concerned with skills, competencies, roles and responsibilities?


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

Which practice provides a communications point for users to report operational issues, queries and requests?


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

What is the definition of a problem?


A. An unplanned interruption to a service, or reduction in the quality of a service
B. A cause, or potential cause, of one or more incidents
C. An incident for which a full resolution is not yet available
D. Any change of state that has significance for the management of a configuration item (CI)

Which includes governance, management practices, and continual improvement?


A. The service value system
B. The 'deliver and support' value chain activity
C. The 'focus on value' guiding principle
D. The 'value stream and processes' dimension

Which BEST describes the purpose of the 'improve' value chain activity?


A. To organize a major improvement initiative into several smaller initiatives
B. To make new and improved services and features available for use
C. To ensure a shared understanding of the vision and improvement direction for all products and services
D. To continually improve all products and services across all value chain activities

Which is an example of a business related measurement?


A. The number of passengers checked in
B. The average time to respond to change requests
C. The average resolution time for incidents
D. The number of problems resolved

Which statement about outputs is CORRECT?


A. They consist of several outcomes
B. They capture customer demand for services
C. They contribute to the achievement of outcomes
D. They describe how the service performs

Which statement about a service value stream is CORRECT?


A. It uses prescriptive inputs and outputs
B. It is a value chain activity
C. It integrates practices for a specific scenario
D. It is used to provide governance