NEW QUESTION 1
How does categorization of incidents assist the 'incident management' practice?

• A. It determines the priority assigned to the incident
• B. It determines how the service provider is perceived
• C. It helps direct the incident to the correct support area
• D. It ensures that incidents are resolved in timescales agreed with the customer

Answer: C

NEW QUESTION 2
What are the types of asset management?

• A. IT asset management and software asset management
• B. Operational and technical management
• C. IT asset management and technical management
• D. Operational management and IT asset management

Answer: A

NEW QUESTION 3
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

• A. Focus on value
• B. Start where you are
• C. Collaborate and promote visibility
• D. Progress iteratively with feedback

Answer: D

NEW QUESTION 4
What is the reason for using a balanced bundle of service metrics?

• A. It reduces the number of metrics that need to be collected
• B. It reports each service element separately
• C. It provides an outcome-based view of services
• D. It facilitates the automatic collection of metrics

Answer: C

NEW QUESTION 5
Which is a key consideration for the guiding principle 'keep it simple and practical'?

• A. Try to create a solution for every exception
• B. Start with a complex solution, then simplify
• C. Understand how each element contributes to value creation
• D. Ignore the conflicting objectives of different stakeholders

Answer: C

NEW QUESTION 6
What is typically needed to assign complex incidents to support groups?

• A. The incident priority
• B. The incident category
• C. A change schedule
• D. A self-help tool

Answer: B

NEW QUESTION 7
Which describes normal changes?

• A. Changes that need to be scheduled and assessed following a process
• B. Changes that are low-risk and pre-authorized
• C. Changes that are typically initiated as service requests
• D. Changes that must be implemented as soon as possible

Answer: A

NEW QUESTION 8
Which guiding principle recommends standardizing and streamlining manual tasks?

• A. Optimize and automate
• B. Collaborate and promote visibility
• C. Focus on value
• D. Think and work holistically

Answer: A

NEW QUESTION 9
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

• A. Service offering
• B. Service provision
• C. Service relationship management
• D. Service consumption

Answer: C

NEW QUESTION 10
Which is included in the purpose of the ‘design and transition’ value chain activity?

• A. Ensuring that service components are available when needed
• B. Providing transparency and good stakeholder relationships
• C. Supporting services according to specifications
• D. Continually meeting stakeholder expectations for costs

Answer: D

NEW QUESTION 11
How does customer engagement contribute to the 'service level management' practice?
* 1.It captures information that metrics can be based on
* 2.It ensures the organization meets defined service levels
* 3.It defines the workflows for service requests
* 4. It supports progress discussions

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

Answer: A

NEW QUESTION 12
What helps diagnose and resolve a simple incident?

• A. Rapid escalation
• B. Formation of a temporary team
• C. The use of scripts
• D. Problem prioritization

Answer: C

NEW QUESTION 13
What should a release policy include?

• A. The process owner and process manager for each type of release
• B. The roles and responsibilities for incident and problem resolution
• C. The naming convention and expected frequency of each type of release
• D. The naming convention for all configuration items (CI) recorded in the configuration management system(CMS)

Answer: C

NEW QUESTION 14
What takes place in the “Did we get there?” step of the continual service improvement (CSI) approach?

• A. An initial baseline assessment
• B. The production of a detailed CSI plan
• C. Verifying that improvement targets have been achieved
• D. Understanding priorities for improvement

Answer: C

Explanation:
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NEW QUESTION 15
Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?

• A. Release management
• B. Service desk
• C. Problem management
• D. Supplier management

Answer: B

NEW QUESTION 16
What considerations influence the supplier strategy of an organization?

• A. Contracts and agreements
• B. Type of cooperation with suppliers
• C. Corporate culture of the organization
• D. Level of formality

Answer: C

NEW QUESTION 17
Which dimension includes a workflow management system?

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

Answer: A

NEW QUESTION 18
Which service level metrics are BEST for measuring user experience?

• A. Single system-based metrics
• B. Metrics for the percentage of uptime of a service
• C. Operational metrics
• D. Metrics linked to defined outcomes

Answer: D

NEW QUESTION 19
Which statement about the steps to fulfill a service request is CORRECT?

• A. They should be complex and detailed
• B. They should be well-known and proven
• C. They should include incident handling
• D. They should be brief and simple

Answer: B

NEW QUESTION 20
Which statement about change management is CORRECT?

• A. It optimizes overall business risk
• B. It optimizes financial exposure
• C. It ensures that all changes are authorized by the change advisory board (CAB)
• D. It ensures that service requests follow the normal change management process

Answer: C

NEW QUESTION 21
What should be done first when applying the 'focus on value' guiding principle?

• A. Identify all suppliers and partners involved in the service
• B. Determine the cost of providing the service
• C. Identify the outcomes that the service facilitates
• D. Determine who the service consumer is in each situation

Answer: D

NEW QUESTION 22
Which practice provides support for managing feedback, compliments and complaints from users?

• A. Change control
• B. Service request management
• C. Problem management
• D. Incident management

Answer: B

NEW QUESTION 23
Which dimension includes activities and workflows?

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

Answer: A

NEW QUESTION 24
Which statement about outcomes is CORRECT?

• A. Outcomes help service consumers achieve outputs
• B. Outcomes are one or more services that fulfil the needs of a service consumer
• C. Service providers help service consumers achieve outcomes
• D. Helping service consumers achieve outcomes reduces service provider costs

Answer: C

NEW QUESTION 25
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