What is the difference between the `incident management' and `service desk' practices?


A. Incident management resolves issues, service desk investigates the underlying causes of issues
B. Incident management restores service operation, service desk provides communication with users
C. Incident management manages interruptions to services, service desk monitors achieved service quality
D. Incident management resolves complex issues, service desk resolves simpler issues

Identify the missing word in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services
when building for the future.


A. Discard
B. Improve
C. Consider
D. Re-use

Which is the FIRST thing to consider when focusing on value?


A. Defining customer experience and user experience
B. Understanding what is valuable to the service consumer
C. Ensuring value is co-created by improvement initiatives
D. Identifying the service consumer who will receive value

Which BEST describes the focus of the `think and work holistically' principle?


A. Breaking down large initiatives into smaller pieces of work
B. Integrating an organization's activities to deliver value
C. Eliminating unnecessary steps to deliver valuable outcomes
D. Considering the existing organizational assets before building something new

Which TWO BEST describe the guiding principles?
1. Short-term
2. Standards
3. Recommendations
4. Long-term


A. 1 and 4
B. 2 and 3
C. 3 and 4
D. 1 and 2

Which term is used to describe removing something that could have an effort on a service?


A. A change
B. An incident
C. A problem
D. An IT asset

Which is a financially valuable component that can contribute to the delivery of a service?


A. Sponsor
B. Configuration item
C. IT asset
D. Service offering

Which practice would be MOST involved in assessing the risk to services when a supplier modifies the contract
they offer to the organization?


A. Service request management
B. Change enablement
C. Incident management
D. Service level management

Which is the FIRST action when optimizing a service?


A. Assess the current state
B. Understand the organizational context
C. Agree the future state
D. Implement the improvements

Which value chain activity is concerned with the availability of service components?


A. Obtain/build
B. Design and transition
C. Deliver and support
D. Plan