How do `continual improvement registers' help to create value?


A. By making improvements visible
B. By monitoring achievement against service level targets
C. By assigning change authorities for change requests
D. By documenting all improvement ideas in a single place

What is a user?


A. The role that defines the requirements for a service
B. The role that directs and controls an organization
C. The role that uses services
D. The role that authorizes budget for service consumption

How does the `incident management' practice set user expectations?


A. By using collaboration tools to communicate effectively
B. By agreeing, and communicating target resolution times
C. By assigning resources to ensure that all incidents are resolved as quickly as possible
D. By automated matching of incidents to known errors

What is included in the purpose of the `continual improvement' practice?


A. Creating collaborative relationships with key suppliers to realize new value
B. Aligning the organization's practices and services with changing business needs
C. Identifying and continually improving relationships with and between stakeholders
D. Ensuring that delivery of services is properly assessed, monitored, and improved against targets

Which is recommended as part of the `progress iteratively with feedback' guiding principle?


A. Analyze the whole situation in detail before taking any action
B. Reduce the number of steps that produce tangible results
C. Prohibit changes to plans after they have been finalized
D. Organize work into small manageable units

Which practice balances management of risk with maximizing throughput?


A. Problem management
B. Incident management
C. Continual improvement
D. Change enablement

Which of the four dimensions contributes MOST to defining activities needed to deliver services?


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

Why should a service level agreement include bundles of metrics?


A. To reduce the number of metrics that need to be measured and reported
B. To help focus on business outcomes, rather than operational results
C. To ensure that the service levels have been agreed with customers
D. To ensure that all services are included in the service reports

What is included in the purpose of the `release management' practice?


A. Authorizing changes to proceed
B. Making new features available for use
C. Moving new software to live environments
D. Ensuring information about services is available

Which step of the `continual management model' defines measurable targets?


A. Where do we want to be?
B. What is the vision?
C. How do we get there?
D. Where are we now?