What is the cause, or potential cause, of one or more incidents?


A. A problem
B. A known error
C. An event
D. A change

Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily
needs of customers?


A. Service request management
B. Service desk
C. Supplier management
D. Service level management

Which organization delivers outputs or outcomes of a service?


A. A service consumer delivers outcomes of the service
B. A service consumer delivers outputs of the service
C. A service provider delivers outcomes of the service
D. A service provider delivers outputs of the service

Which is an input to the service value system?


A. A need from consumers for new or changed services.
B. The system of directing and controlling an organization
C. A model to help meet stakeholders' expectations
D. Recommendations to help an organization in all aspects of its work

How is a `continual improvement register' used?


A. To provide a structured approach to implementing improvements
B. To authorize changes to implement improvement initiatives
C. To organize past, present, and future improvement ideas
D. To record requests for provision of a resource or service

Which is a description of service provision?


A. A way to help create value by facilitating outcomes that service consumers need
B. Activities that an organization performs to deliver services
C. A formal description of one or more services, designed to address the needs of a service consumer
D. Cooperation between two organizations to ensure that a service delivers value

What is the definition of `service management'?


A. A result for a stakeholder enabled by one or more outputs
B. A formal description of one or more services, designed to address the needs of a target consumer group
C. Joint activities performed by a service provider and a service consumer to ensure continual value co-
creation
D. A set of specialized organizational capabilities for enabling value for customers in the form of services

When working on an improvement iteration, which concept helps to ensure that the iteration activities remain
appropriate in changing circumstances?


A. Minimum viable product
B. Feedback loop
C. Analysis paralysis
D. Direct observation

What ensures that a service provider and a service consumer continually co-create value?


A. Service consumption
B. Service offerings
C. Service relationship management
D. Service level management

What is a problem that has been analyzed but has not been resolved?


A. Workaround
B. Incident
C. Known error
D. Event