A user contacts the service desk to ask how they can create a report.
Which practice is MOST LIKELY to contribute to resolving this issue?


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

Which dimension of service management considers how activities are coordinated?


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

Which service request management decisions require that policies are established?


A. Deciding how degradations of service are resolved
B. Deciding how to handle service requests where the steps are unknown
C. Deciding which service requests require approval
D. Deciding when workarounds should be used

Which practice helps to ensure that the services delivered to customers are aligned with their needs?


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

Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable
information about the configuration of [?], and the CIs that support them, is available when and where it is
needed.


A. organizations
B. outcomes
C. IT assets
D. services

In which case would a problem be logged as part of the problem identification?


A. When the cause is identified but not resolved
B. After receiving of error information from a supplier
C. When a user reports an unplanned service interruption
D. After a workaround is identified and documented

How can a service consumer contribute to the reduction of risk?


A. By providing the service in accordance with requirements
B. By ensuring that the service provider's resources are correctly configured
C. By fully understanding their own requirements for the service
D. By managing the detailed level of risk on behalf of the service provider

Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed


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

Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly
communicated?


A. Incident management
B. Service level management
C. Problem management
D. Service request management

Which is a use of a continual improvement register?


A. Planning changes, assisting in communication, avoiding conflicts, and assigning resources
B. Selecting the right method, model or technique for identifying improvements
C. Tracking and managing improvement ideas from identification through to final action
D. Describing the services designed to meet the needs of a consumer group