Which is an external input to the service value chain?


A. The 'improve' value chain activity
B. An overall plan
C. Customer requirements
D. Feedback loops

In service relationships, what is a benefit of identifying consumer roles?


A. It enables effective stakeholder management
B. It provides shared service expectations
C. It removes constraints from the customer
D. It enables a common definition of value

What can be used to determine if a service is 'fit for purpose'?


A. Availability
B. Warranty
C. Outcome
D. Utility

Which is a result of applying the guiding principle 'progress iteratively with feedback'?


A. The ability to discover and respond to failure earlier
B. Standardization of practices and services
C. Understanding the customer's perception of value
D. Understanding the current state and identifying what can be reused

What aspect of 'service level management' asks service consumers what their work involves and how
technology helps them?


A. Customer engagement
B. Operational metrics
C. Business metrics
D. Customer feedback

Identify the missing word(s) in the following sentence:
The service desk should be the entry point and single point of contact for the [?] with all of its users.


A. Service consumer
B. Service provider
C. Customer
D. Supplier

What impact does automation have on a service desk?


A. Less low level work and a greater ability to focus on user experience
B. Increased phone contact and a reduced ability to focus on user experience
C. Ability to work from multiple locations, geographically dispersed
D. Ability to work from a single centralized location

Which statement about 'continual improvement' is CORRECT?


A. All improvement ideas should be logged in a single 'continual improvement register'
B. A single team should carry out 'continual improvement' across the organization
C. 'Continual improvement' should have minimal interaction with other practices
D. Everyone in the organization is responsible for some aspects of 'continual improvement'

Which is a recommendation of the guiding principle 'think and work holistically'?


A. Conduct a review of existing service management practices and decide what to keep and what to discard
B. Review how an improvement initiative can be organized into smaller, manageable sections that can be
completed in a timely manner
C. Review service management practices and remove any unnecessary complexity
D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement
initiative

Which guiding principle considers the importance of customer loyalty?


A. Progress iteratively with feedback
B. Focus on value
C. Optimize and automate
D. Start where you are